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| | A Document Engineering Knowledge Paper |
 | | This paper is not attempting to provide careful application of the methodology that would allow companies to apply an analysis of behaviors in a document engineering effort. |
 | | While conducting an "engineering" of their Explanation of Benefits statement, we were able to determine that it was extremely important for customers to be reminded of the reasons for receiving this document, and especially that the EOB was not a request for them to pay money to the company. |
 | | Given the complex nature of communicating knowledge, companies who engineer, craft and maintain superior document interfaces will have to possess the behavior, wisdom, knowledge, skill, and discipline to comprehensively deal with the plethora of behavioral, business, and technical issues that are critical elements of knowledge management. |
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