Patent ID: 7305465

Claim:
A system for delivering content and organizing knowledge of information, comprising: a processor, said processor executes programming code for obtaining information related to an appliance; a user input to receive requests for a problem resolution with respect to said appliance from a user of said appliance, said requests include a user entered selection of a problem made from a list of potential problems; a user output to present fixes identified using information related to said appliance provided by said user input; a database to store a record of presented fixes applied as part of a problem resolution procedure including: a knowledge base of approved fixes, at least one of said presented fixes included in said knowledge base of approved fixes comprises an approved fix that is automatically delivered over a network to the user, at least one of said presented fixes included in said knowledge base of approved fixes comprises a self-help tutorial; and an attention database of potential fixes, at least one of said presented fixes included in said attention database of potential fixes comprises a potential fix developed and provided by a technician to the user, said potential fixes are available to technicians including technicians other than the technician that originally developed a potential fix, and said potential fixes are displayed to at least one of said technicians and considered by said at least one of said technicians for inclusion in said knowledge base of approved fixes.