A family of Microsoft products that enable users to capture, organize, and reuse notes electronically.
As someone who spent 22+ years in ITS support, I've found that writing to a company about any problem is usually a waste of time. I don't care what the question, they will never give you a straight answer (kinda like US politicians). I did one on one support where there was only a solution and no hyperbole. I did both hardware repair (easy - find what's broken and replace it), operating system support (not quite as easy, but definitely doable), and software support (hardest of all) where thee was no fixed set of programs being used. I didn't have a book. I didn't have a database where I could copy and poste, I had to know the answer or at the very least know where to find the answer.