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(Insert company name here) always decides that the (insert department name here) should own the help. And that's subject to change based on factors such as: (insert whim here).
Whims include (but are in no way limited to):
* CEO heard from the CFO (who heard from his nephew's friend) that department X should own the help.
* CIO woke up with a headache and got one too many complaints about the help.
* The help and training should be combined, so the Training department should own the help.
* The call center folks field all the questions so they know what needs working on. All call center agents will own the help and work on it in their spare time between calls.
The whole point here being that in my own opinon, each company is different and is often managed in entirely different ways.
So what is the reason behind your query?
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Great answer ! That's pretty much what I thought, but wanted to check anyway in case somebody, somewhere, had surveyed/researched and come up with a supportable best practice. Thanks!
This may or may not be helpful, but I have found that the department that is most in tune with the online help process is Training. I worked for a company that kept shifting me around to different areas because they couldn't decide where it belonged, but Training was the only natural fit. I always seemed to end up back there. Which was good, because I had the instructors nearby when I had questions.