(Wiki + ResTechs) = (fresh documentation + organic knowledge management + training materials + good, cheap technical writers).
Proceedings of the 36th Annual ACM SIGUCCS Conference on User Services 2008, 2008
From help desk and resnet to "Best Service Center in Town".
Proceedings of the 36th Annual ACM SIGUCCS Conference on User Services 2008, 2008
Proceedings of the 2008 IEEE World Congress on Services, 2008