http://www.uie.com/brainsparks/2007/05/01/why-invest-in-social-features-for-your-web-site/
Josh Porter from User Interface Engineering has been thinking long and hard about how to convince companies to embrace conversation with their user/customer/person base. He makes some excellent points, including the bottom-line customer support benefit: “Social features help reduce support costs by recording help issues publicly and letting customers help themselves. Talk to any support call specialist and you’ll find that their lives can be very repetitive, answering the same questions over and over again. This doesn’t have to be the case. When you add social features like support bulletin boards, for example, most of the conversations are recorded for all to see.”
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