Having not seen a copy of InfoMagnet personally, I may not be truly
qualified to offer an opinion, but I fail to understand why you would
need to "take over" a user's ID to do these things.  I really like
your windowing idea which would allow a manager to act on several
accounts simultaneously.  I know, as a manager of HOMEFIX and SAVEIT-L,
that much of my time goes to correcting simple, routine problems
like the ones you describe.
 
Jim Pool
The University of Tulsa
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HOMEFIX, SAVEIT-L