Great post by Celine Roque. Even though she's a freelancer, I believe her insight applies to internal consultants, also.
All this time that I’ve been a freelancer, I always blindly accepted real-time customer support as a fact of freelancing life. I just have to be accessible to clients whenever they have any questions, want clarifications, or need an explanation about the things I’m doing. Even if I’m not the one who’s always handling customer support, someone’s time is wasted by answering the same questions and explaining the same things over and over. And that is never a good thing.See the full post here.
But if something is repetitive, then it can be automated. How can we make our clients better informed so that they don’t ask us the same questions repeatedly?