The future of support

Me and some of my friends have been debating the subject of “how to” support, which represents a significant amount of a service providers costs.  We have tried the approach of centrally managed knowledge bases, but they only take us so far.  My view that the virtual Internet community and the internal intranet community of peers will become increasingly important.  Also the richness of the support experience will increase as well.  Eric Mack provides a great example with his pod cast on delegated task management, and even better a discussion thread has started that refines his advice.  Others are going beyond the podcast to video and screen-casting.  The progress in this area can be tracked monthly, which is really quite amazing.