Websites are self-service not organization-service (13 Feb 2006)
Organizations do not control the message on the Web. There is a shift. Consumer power is genuine on the Web. It is a giant wave and those who don't ride it will suffer.
This is not to say that organizations don't have power on the Web. Yes, they do, but only those who embrace the collective intelligence that the Web has brought about. Google and Amazon know this. Both embrace and channel word of mouth; Google by recognizing the importance of links to a website, and Amazon by facilitating reader reviews.Add this article to Del.icio.us