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An abstract model is developed of "computer-mediated activity" or CMA. The CMA model is based on the existing literature and describes how people interact with software to fulfil an intention and how, over time, they may achieve full mastery of the software. Academic studies related to the design of user documentation for software are sparse, and no underlying reference framework is available within which design rationale could be expressed. The CMA model is intended as a first step towards the development of such a framework. Its implications for documentation design are discussed and its application is illustrated by describing a number of well-known documentation formats in terms of the model.

One way to support end users of software is to provide documentation materials such as user manuals and online Help. As not all software is equally difficult to master, documentation designers need to determine the quality and quantity of the information to be included in the user documentation. A first step towards this end would be to assess the complexity of the software from the user's point of view. This paper suggests one approach to such an assessment, based on the idea of use complexity as a multidimensional construct. A consideration of width, depth and height of use complexity can help designers determine documentation requirements.