The effectiveness of any technical documentation depends on how well the technical writer has tailored its content to appeal to the target audience. But in many cases, tailoring content for the target audience is not the challenge.
The key challenge is how to identify and analyze the audience. So it's not strange when you see technical writers asking “How can you tailor your content to appeal to a specific audience when you don’t even know them?” This is one of the reasons why users don’t read your manuals.
Audience analysis is perhaps the single most important aspect of technical writing. If you do it right, your customer support team will heave a sigh of relief and you can slash your customer support cost.
But what happens when you don’t hit the bull’s eye? You’ll have to spend more on customer support. Perhaps, create a new manual, and you can imagine the dent it can put on your product’s name as a brand, especially when your competitors are doing it right. Now you can avoid such a scenario by simply analyzing your audience.