More information is being provided at the desktop. Popular products among the researchers are described, along with a wish list for changes. Mr. Ridenhower discussed DTIC's techniques for developing more knowledge about customers and their needs. Ms. Thompson discussed the Channel DoD system project which provides customized portals for DoD users. Portals have content channels that are directories or guides to information that are grouped in a logical way based on the needs of the user.
Portals can also perform special searches based on the content and user characteristics.
The user can also customize the way the content is presented. However unlike the commercial portal site, it will deliver DoD specific newsfeeds, search tools, and listservs. Ms. Silverstein discussed the issue of how organizations manage e-mail in their customer support function. She also summarized the findings of a study to analyze electronic customer service in the Department of Education. The results of the study indicated that both a plan and an advocate are needed.