For anyone that has been involved with Tech Service, either as a provider or a user, this video is a "must".http://wimp.com/techsupport/
The dialogue is in some Scandinavian language but there are subtitles. It only runs about 3 minutes but you WILL want to rerun it to catch all the subtleties.
I believe that this should also be appreciated by anyone that has served as a Moderator in a technically oriented online Forum. Show of hands, please.
What is past is prolog.