(2011-01-07) Ford WWIC

Paul Ford thinks every medium is best at answering a particular question, and the Web's question is Why wasn't I consulted? (WWIC) Create a service experience around what you publish and sell. Whatever “Customer Service” means when it comes to books and authors, figure it out and do it. Do it in partnership with your readers. Turn your readers into members. Not visitors, not subscribers; you want members. And then don't just consult them, but give them tools to consult amongst themselves. (Virtual Community)