> I can confirm - through fieldwork at council call centres - this picture of
> circumstances. Centre staff will invariably print out emails/Web forms and
> file them, then process the collated prints items once a day (on a
> centralised B&W printer), 

COUNCIL FAIL. Scary daft.

(My own fms project explicitly requires a text description.)

The logical conclusion of this is the MySoc backend workflow solution:-)

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