We don't know what the web is for, but we've adopted it faster than any technology since fire... it is the granting of a place in which we can be who we are (and even who we aren't, if that's the voice we've chosen) (pp. 43-44).

We may still have to behave properly in committee meetings, but increasingly the real work of the company is getting done by quirky individuals who meet on the Web... [moving] ahead faster than the speed of management.

The memo is dead. Long live e-mail... Bland, safe relationships with customers are dead. Long live customer-support reps who are willing to get as pissed of at their own company as the angry customer is (p. 44).