looks like the approach is a bit different between the world regions, except reducing head count.
Training was identified to be very important, we even established an extra team for that. Investing in key users is actually reducing the IT costs for our business, as IT hours are more expensive than key users time, so business is actually forcing this approach.
And the English language in SCN is as well a kind of a hurdle for posting. So they think twice before doing it.
But what forces people to rush into the "anonymous" Internet rather than asking inhouse first?
when nobody listens anymore to the users
when the processes for questions, requests and problem fixes have been made over complicated
when it was missed to communicate that the as-is will be frozen for years because of a new focus
when the support is so clustered that noone gets the full picture of an issue or picks complicated issues
but also
when the user has sold himself as expert and don't want to lose his face by asking such questions inhouse
We have always a good laugh when people who had only worked with Z-transactions leave our company as experts or people who came to us asking for the z-transaction that they used in their old company.