7:00am
Jane works for a firewall vendor who just released an OS patch to plug a security hole.
7:05am
7:07am
7:08am
7:10am
She tells her customer she will call him back when she has an answer.
7:30am
7:33am
7:47am
8:00am
Meanwhile calls are flooding in with angry, upset customers. The customer support call system backlog jumps.
8:15am
8:20am to noon
Well, at least tech support is now prepared for the next day and a half of high call load…
Definitely NOT Fluid.
What happened?
7:08am
7:09am
7:10am
7:12am
7:13am
That’s the magic of dynamic publishing!
7:20am
Using the Personal Book feature, she creates a small guide combining existing related topics (error message, parameter description) with configuration update instructions. The Personal Book is made available in a snap.
7:30am
Some calls do come in related to the update, but it’s basically a quiet morning because many users found the information they needed online.
9:17am
Definitely Fluid.