Hero Stuff: Saving 50% on Support Costs with Fax and Modem Support Documents
http://www.stc.org/ConfProceed/1993/PDFs/Pg386388.pdf

Brown, Constance C.
STC Proceedings
1993

Abstract:

In the PC products market, customers insist on excellent support at rock-bottom prices. The traditional model of customer support, having a phone technician answer customer questions, is becoming too expensive.