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Don’t forget that the customer-support staff DOES want to RTFM. They are an important internal audience, and there should be a symbiotic relationship between the two functions. I have observed that where there isn’t one, the reasons are political. (Customer Support can be a profit center that doesn’t want the answers readily available…)
In fact, Gene’s excellent vision of all user information as an integrated whole can fail in a multi-oragnization, stovepiped, competitive environment (stick to your own job—this job’s MINE).
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