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===User Personas===
You can and should create user personas for your documentation. This will add clarity to designing your documents. For example, Agnes, forty-something, sysadmin at a small college, has Retain, Secure Messaging Gateway, and GroupWise. Then there's Conner, twenty-something, paralegal, a Retain user that does e-discovery occasionally at a large corporation. 

These users have very different needs, goals and jobs. For the most part, you can assume they are good at what they do, but what our software does is only a small part of their overall job. They only need to use the features of our software occasionally, so they need reminders of how to solve the problem they are facing, whether it is a backup job not working, getting a certain report or finding a particular item.