Same old story. A company with a vested interest in persuading you to buy their helpline services commissions a "survey" that shows that consumers can't cope with instruction manuals. They then craft a press release with an invented buzzword in the cynical expectation that a journalist will pick it up.
The latest example is Gadget instruction manuals give consumers "read rage"
The survey was carried out on behalf of The Techguys. However I couldn't find the press release or a link to the original study on their rambling web site but hey, this is the internet.
Twenty five years in the IT business has taught me to always read the instruction manual for any hardware or software before using it. However I appreciate that consumers don't do this.
The Justenoughtechnology approach is simple. Don't produce instruction manuals. Make your device or software so that it just works. I have pointed out previously that users don't want a learning curve. Instead they follow a learning cliff. They just leap off in the expectation that pressing buttons will make it work.
Think of all the trees, technical authors and printers that will be left undisturbed