ocr: HOW ONLINE COMMUNICATION SERVICES FIND USE Asas source: of 43% support intormation communicate with internal or 33%0 external customers Don'tuse 30% Participatein online forums or 19% nevis groups Deliver support intormation 16% upon request Publish documents 12% or press releases Conduct surveys 4% SOURCE: HELP DESK INSTITUTE, 1995 Invisible Means of Support. Online communication services such as the Internet are a popular vehicle for receiving and deliv- ering support information, says a Help Desk Institute survey,
