… is well illustrated in this piece from today’s Wall Street Journal.

The company, ExactTarget Inc., watched its sales boom, while simultaneously its sales-support staff became buried under the volume of questions from sales reps. Many of the same questions were being answered by multiple reps, and some of these questions took hours to answer.

In response, the company set up a Web site for the 75 reps to ask and answer each other’s questions, post instructional videos and search for archived discussions.

This sort of knowledge management system might prove handy for your company if you have a limited training budget, a dispersed staff and the need for a lateral transfer of information.