Help for Real-Time Support

[Edina Monsoon <edina_monsoon_2005 -at- yahoo -dot- co -dot- uk>]

Hi all,
 
Has anyone developed technical content that caters to
technical support/ helpdesk folks? Tech support people
provide real time tech support to customers, and they
seriously need easy access to references/helps.
Someone tells me there are cases where internal
knowledge bank (web based) is loaded for quick
reference. But I would really like to know more about
the products/services, which are too technical in
nature.
 
I would particularly like to know 
 
* What are the help formats?
* What are the guidelines to develop such helps (style
related)?
* What are the measures to maintain usability of these
helps?
 
I appologize if I sound too abstract/ hypothetical/
novice....:)
 
Cheers,
Eddy



		
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