Common-sense reasoning is not the job s most important component. There is a large gap between the best and worst job performers. Agents use complex and changing job information to do their jobs. Agents don t have quick access to information, because it is stored in many different forms. Most managers and job performers know what to do once they have the right information in hand.
Agents sometimes reside in small, geographically separated groups.
Employees at different locations have different degrees of access to knowledge. The agencies are introducing new hardware and software systems. Training budgets and time available are being cut. More or longer training programs do not improve significantly performance. Costs of producing and distributing paper-based documentation are very high.