By capturing unstructured data (e.g., comments, FAQ, past experiences, user documentation) in a process, you can create a shared repository for knowledge management. Additionally, you can begin to link past experiences and best practices within the business processes. The supply of timely and efficient user support mechanisms (e.g. Help Desk, on-line assistance for user documentation, key user organization, etc.) will make smooth work execution possible and can even help you to not make the same mistake twice.
