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Working solely with nonprofits now, I know that a lot of nonprofits have a problem with not knowing who should field questions and where to find the correct answer. It's been very similar in small businesses I've worked for as well. Most people are very capable at their jobs, but when a client, donor, etc contacts them with a problem, they don't know where to direct them or how to handle it. I think this is where having a sort-of answers warehouse helps. Internal wikis, FAQs, and the like combined with being empowered to make decisions can solve a lot of problems straightaway.

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