Indonesian pulp mill. I would appreciate an update on successful recent pitch-control strategies in your parts of the world." The first response came three hours later from an associate in Memphis and included a suggestion and a reference to an academic paper on pitch control written by an Indonesian who was studying at North Carolina State University. Fifty minutes later, another associate from Canada offered his experience in solving pitch control problems in British Columbia. Shortly afterward, an associate from Sweden offered advice, and then two case studies showed up from Spain and France. An example from Memphis contributed scientific advice from the R&D team· headquarters; another sent a chemical formula with specific application instructions from Mexico; and still another offered two types of pitch control programs in South Africa. In all, the original request generated over 11 replies from 6 countries, stimulating "sidebar conversations" as more and more associates logged on. All of this information, plus the demonstrated capability of the company to find quick answers to difficult problems, put the Asian managing director in position to secure a $6 million order in Indonesia.