ActiveWords as a Knowledge Base

I've recently deployed ActiveWords for the Enterprise in my office.  I did minimal training on it, but the wordbase I had developed was geared to providing standard answers to common e-mail questions.  For example, if someone sends us an e-mail with new adress information, we can hit reply and type the word "address" then hit the F8 key and ActiveWords will erase the word "address" and substitute:

Address Changes:  Please log into your personal area on our web site by clicking on Attorneys under "Site Information Areas." You will need your BPR number and PIN (printed on your ARS).  From there, you can make any desired address, telephone, fax, or e-mail changes to your Personal Information so it will flow directly into our system.  This insures accuracy and helps reduce administrative costs we would incur to hire staff to re-key these changes.  In addition, mailing address changes will be automatically sent to the Board of Professional Responsibility for entry into their system.  You may also change your mailing address by writing to the Board of Professional Responsibility at 1101 Kermit Drive Ste 730, Nashville, Tennessee 37217.  Thanks.

In and of itself, that's pretty slick.  But, today, the new Associate Director in our office who's still learning but is now all the e-mail to our general address asked, "Do we have an ActiveWord for someone who wants inactive status?"  I replied, "I don't think so," and before I could say more, he responded "Shoot!  I don't know what to tell this guy."  The wordbase has become a readily accessible knowledge store that not only speeds communication, but helps disseminate our best formulations of certain replies to those who are new or who may not deal with some subject often.  That's really cool.