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Valeria -- As I said in my post on this subject, I think that people-powered, crowdsourced solutions are amazingly powerful. I personally go to the web to find forums and blogs before I go to a company's support site. The value of the experts (i.e. the people that use it every day) is incredibly insightful.

On the flip-side, this also provides an immense opportunity for marketers to pull from this pool of information. Product/service improvement, pro-active customer support, finding evangelists, engaging key opinion leaders. Where else could you learn this in such a rich environment.

The hardest part on the corporate side is dedicating people to listen and keep it constructive, but the overall concept has so much value.

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