I don't usually post marketing oriented things, but I know that a lot of automation marketing professionals read this blog and read Control and ControlGlobal.com, and I ran across something interesting.
Back in the mid-1990s, when I was putting together a website for a company that I was director of sales and marketing for, I believe I originated the practice (in the automation industry at least) of posting service manuals and specifications on the web for both reading and downloading. It was time consuming, and it was costly.