From ‘best_practices_web_self_service.pdf’
The article describes five common myths about Web self-services. My favorite one is “one size fits all.” It means that there is one access method to information. Obviously different clients prefer different methods, thus Web self-service should be organized that way every one is satisfied. The method of access is also dependent of the type of inquiry.
The other one I like is “our self-service deployment is “live” so “we’re done.”” In fact, the Web self-service requires an assessment. You need to know if your clients are satisfied with it.
The other myths you will find in the article.
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