I had a great idea while swimming laps today. Our company has amassed a large database of technical support knowledge and best practices for the legal environment. When we go into the field, we need access to these white papers. We also need to be able to update them with new information. Our company uses Worldox Web to achieve this goal. The only problem with Worldox Web is that you have to download these white papers in a document form and hope the client has MS Word to view them, which a lot of law firms do not. I could convert all our tech support documents to pdf, but then our consultants could not edit them and re-upload them. To be honest no one really uploads them with new information anyway.
Every tech support issue is usually unique and I would like our consultants to add comments each time an issue occurs. It would also be nice if they could create new tech support issues and solutions on site, using actual screen shots. Usually we create these when we get back to the office and try and replicate the problem, which sometimes is impossible to do. This has been an issue for a while, and it finally hit me today. We should setup our Tech Support at a wiki,a web interface that is easy to make changes to and upload screen shots and documents. This will also be a great way to enable collaboration with other Legal Consulting Firms we have formed alliances with. I know I am not the first person, and frankly I should have come up with it before. We are currently testing out Brainkeeper Beta and I will let everyone know how it goes.
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