Google Reader (1000+)

"In the early days of the photocopier, the machines would often fail. Problems as simple as a paper jam (identified by a cryptic “Error E31” on the display) would require calling a trained service professional to come on site to open and repair the machine. A team from design consultancy Fitch-Richardson Smith, led by John Rheinfrank, helped Xerox shift its cultural paradigm away from training service professionals to embedding information in the machines so that the machine users could fix problems themselves, quickly and effectively. In essence, the redesign provided information that helped people learn to use the machine as they used it, by offering a rich set of resources for managing the process (in this particular case, in the event of an equipment malfunction)."

Source : Google Reader