A Lack of Coordination is Why Technical Support Isn't Working
http://articles.techrepublic.com.com/5100-6350_11-5108625.html
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Yarden, Jonathan
TechRepublic
2003

Abstract:

Technical support relies heavily on users' abilities to perform tasks, and we're all more than familiar with the difficulty involved with assisting inexperienced computer users. Most widespread worms and viruses take hold and spread due to poorly maintained systems, commonly home systems found on broadband networks.