How much human support does your website need? (26 Apr 2004)
Unfortunately, many websites are like libraries with all the books on the floor, the lights turned out, and no librarians in attendance. There’s a difference between self service that delivers value and being left to fend for yourself.
Article URL: http://www.gerrymcgovern.com/nt/2004/nt_2004_04_26_support.htm
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