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The Web Is a Customer Service Medium (Ftrain.com)
You couldn't do it on TV, or in a newspaper, or in books. You need a back button, a database, and a community. ... The web is not, despite the desires of so many, a publishing medium. The web is a customer service medium. “Intense moderation” in a customer service medium is what “editing” was for publishing.
brilliant  paul_ford  culture  customer_service  internet  community  forsnd  from delicious
january 2011 by tysone

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