It's hard to imagine any enterprise being run today without the benefit of a help desk or some type of technical support for troubleshooting. A Norwegian video, at www.youtube.com/watch?v=LRBIVRwvUeE, suggests such things have been around for a long time. Don't be surprised if you experience deja vu while watching a conversation between a medieval technical support fellow and a person who is unfamiliar with using a new technology - a hardbound book.