Technical Support According to Dilbert
http://blogs.techrepublic.com.com/helpdesk/?p=269

Rosberg, Joe
TechRepublic
2008

Abstract:

Help desks often follow written scripts based on how an application should work, but what if the user is faced with something out of the ordinary, and it’s something not written in the script? Software might not always behave as it’s supposed to; did a technical writer somewhere have to form a logical conclusion that might not have been correct?