I never realized Clippy was 'technical support'. I saw it as a feature to Word that was supposed to simply assist and automate certain new functions of Word.<p>If someone looks at Clippy and immediately thinks first line of support for an organization to the point of calling him 'technical support', they've missed the point entirely.<p>Overall I think this post could have said a LOT more about support practices and building a good support infrastructure but it just kind of dropped off after a couple of lines about speed and this line<p><i>Furthermore the "leaders" are seen by the members of the organization as "above" the task of answering support questions</i><p>I'm kind of curious what prompted this line of reasoning.