It's a very mild form of the Clockwork Orange treatment to change behaviors.

Cheers,

BW

Mark, you're going to have to give my post another read. At no point do I suggest, "that design is answer and that none of the E2.0 vendors have created a UX that won’t force the culture to change."

My argument is quite the opposite. A good product is created with a UX so that the culture does NOT have to change. E2.0 is failing precisely because its current offerings do require too much cultural change and because they have not focused on a specific business problem with high ROI. One such as Customer Service.

And speaking of Customer Service, E2.0 and ROI, MindTouch is not E2.0 so far as I can see. It more properly falls in the category of Social CRM. There, ROI has been measured frequently. Usually by companies that create great UX that does not require cultural change. The Social CRM market as it applies to Customer Service is a world I have worked in, so I'm pretty familiar with how it works.

Cheers,

BW

Considering the facts requires time to understand them and the judgement to weigh them.

This is the problem many large orgs have when they view Customer Service as a cost center to be minimized. Hire cheaper Customer Service agents and set up their compensation plan so they make more money the faster they get you off the phone.

It's a mistake, but it doesn't mean that a lot of companies aren't doing it.

Cheers,

BW

eBay has gone steadily downhill. First they favored the seller way too much and pissed off buyers. Now they favor the buyer way too much and you have to be really careful as a seller. They're basically clueless how to create a great user experience there, and their business results show it.

Sorry for your unpleasant experience,

BW

When asked, "What is Techcrunch?", Michael Arrington responded:

TechCrunch is a blog about startups -- usually, consumer facing Web applications. There is a lot of innovation occurring on the Web right now. I write about that innovation.

So WTF is Yahoo doing on here? It's not a startup. It's evidently not innovative, at least not in Michael's mind.

Michael, when are you going to get some executives to fill in your weaknesses and keep you on track?

Cheers,

BW

LOL, would have been funnier if they'd said, "May be using MySpace."

Cheers,

BW