Throughout the last two years, we have been involved in an ambitious plan to move support documentation to an electronic document delivery system at Ameritech The purpose of this panel is to provide a discussion of the human factors issues involved and the effort required to move from a paper-based environment to an electronic document management and delivery system. The starting state of Ameritech's documentation was similar to that of many large companies that have complex processes. The documents were written by dozens of authors over several years and varied widely in quality. Standards were loosely followed, if at all, and users were continually frustrated by their inability to find information. This unwieldy environment had countless direct and indirect impacts on customers, as well as on the bottom line. As we scoped the project we discovered that our challenges were legion: • Design a new document specification that fit the needs of the users, worked well on-line, exploited the capabilities of electronic information (e.g., hypertext), and could be put together by our current author population; • Develop and implement a collaborative authoring and work flow process to support document creation; • Establish standards for writing and document rendering; • Design an efficient, usable user interface to the electronic document; • Move tens of thousands of pages of hard copy to an online system; and • Get the system introduced and accepted by users - not to mention wean them away from paper. In this panel, we hope to stimulate discussion around a variety of these topics. We will discuss four key areas: task analysis, process changes, authoring requirements, and user interface design.