As a seeker of information, I am like every other “user” or “audience” – I am like YOU, dear reader. I prefer to take the shortest or quickest path to the resolution. Much like you, I get petrified when I can’t find the shortest route. Much like you, I get petrified when I see unorganized or insufficient information. It’s as simple as that. This puts a lot of responsibility on the shoulders of technical communicators and user experience (UX) designers. Sadly, there is still no guarantee that we, the information seekers, would access the right information tidbit at the right time; or even if we do, we get to use it correctly.
Although I don’t regard technical writing and instructional designing different, I do acknowledge that the tools and methodologies both use are quite different.
There isn’t one tool that I’d pinpoint as the best of all. But based on your organization’s standard processes, requirements, budget, delivery formats, and time at hand, you can still zero in on what software you require for your organization.