Microsoft has a wonderful "self help" culture whereby employees are easily able to directly access services online. Sadly there is a brand new system that isn't any where near as easy to use as it should be. The reason for writing this post is to encourage
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Read the complete post at http://blogs.technet.com/steve_lamb/archive/2007/03/27/why-does-this-have-to-be-so-hard-i-just-want-to-book-a-flight.aspx