FIELD SERVICE. Field service personnel interact with clients
or equipment in the field. This personnel has traditionally had
limited access to company materials. Using 3G broadband
communications systems, field service personnel can access
documents (e.g., company catalogs and service manuals) and
example procedures (e.g., video clips), capture information
(e.g., using a digital camera to record an insurance claim), and
obtain assistance in the repair of equipment (e.g., connect systems
for remote diagnostics). Figure 4-11 shows a personal
digital assistant (PDA) that allows a field service representative
to access various forms of media. 167