The ability of the support people to say they don't know something and then know where to refer the person for the appropriate help. The capacity of the tech to communicate with the user about the problem . Misfit of expectations of the techs and what they are capable of doing . Too many packages for the techs to know . Newsletter to discuss issues and provide answers to questions .
Communication is seen as a key component to whatever happens.
Groups such as these demonstrate an institutional capacity, and moreover, a willingness, to identify issues and propose solutions. Attendees agreed on the value of moving to one groupware platform. Participants view the change to a single groupware platform as a process that would occur through gradual migration and integration. As noted above, the transition would take time, need to be planned and require sufficient and comprehensive training and ongoing support. And it would need to have to have the support and funding of top management.