This document traces the evolution of documentation from early cave paintings and Egyptian scrolls to modern online support sites. It discusses how the needs of documentation have changed over time, from recording early histories and religious texts to distributing scientific discoveries and training people on new technologies. The document notes that today's online support sites face challenges in meeting modern customer needs. Customers often leave sites searching elsewhere for answers or arrive at competitors' sites due to outdated, inaccurate or irrelevant content. The document argues that future support needs adaptive sites that provide personalized, mobile-friendly assistance through search, rich media, user contributions and analytics to improve the customer experience.