Gruber recently noted Paul Ford's blog post The Web Is a Customer Service Medium. Ford addresses what he believes is the fundamental question of the web: Why wasn't I consulted? There are no solutions proposed, but the problem is stated in the most eloquent and thoughtful fashion I've ever seen. Ford's anecdotes are delightful, as is his reference to his own comments are closed domain. Did I mention Steve Martin's story about getting comment-bombed during a live presentation at the 92nd Street Y?
I'm somewhat surprised Ford's article hasn't already been mentioned in this thread.
I'm somewhat surprised Ford's article hasn't already been mentioned in this thread.