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In 1995, a reengineering effort in our department propounded a new but inadequate process model for providing assistance to customers about their use of information technology (IT). While this new process model focused on revising how our consultants provided service to customers (the “Help”process), the new model also asserted that a “Self-Help” component would be criticalfor the success of the renewed consulting function. If customers couldn’t help themselves first, it was foreseen, the Help Desk would be swamped with calls as information technology spread across campus but Help staff did not increase. 1.

Creating a web-based “self-help” system in a distributed support context