This technical article is of interest to me as a technical writer employee in a data management environment. This is one resource that I can use to refute any claims that all online help systems will eventually contain user-generated content or be user driven and owned. Customer contact centers cannot give away sensitive data and so the customer service representative is not likely to turn to user-generated content to help a customer. At least not today. In the future, I think it is highly likely that organizations will go out and gather user-generated content from Web 2.0 and bring it back into the online help systems. Perhaps this will be done in real time.
Downing, Joe. 2007. "Using Customer Contact Center Technicians to Measure the Effectiveness of Online Help Systems." Technical Communication 54, no. 2: 201-209. Academic Search Premier, EBSCOhost (accessed September 24, 2010).
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