The issue here, is that natural attrition leads to a loss of talented individuals who understand how to make the program sing and dance. Now, we're back to the "how do I. . . " questions.
Steve's proposal is to form a sort of wiki for the end users. He argues that most of his questions after the initial roll0out phase are very repetitive. In fact, they are questions that almost always can be answered by other employees who have had the same problem. Steve wants to introduce structured, monitored forums where people can discuss problems that they've had and how they've solved their problems. This could have many benefits for the business.
The first would be that rather than everyone needing to wait for an answer from one place, they can often get the answer faster from an online forum. Second, Steve points out that a system like that would build a stronger, more shareable body of organizational knowledge.
Given all of the benefits and the relative ease with which a forum could be started I don't see any very good reasons not to give it a try. If such an program takes hold, then great. If it doesn't, the company has lost relatively little in terms of time and capital. The only down side I could see is if an over-zealous management tries to reduce costs by relying too much forums and cuts the tech support all together.
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