Jennifer B. Davis
Love this story from the blog by Charlene Li and Josh Bernoff (can't wait to finish their book which I have been carrying around for several weeks).

"Dell told us (the story’s in Chapter 8 of Groundswell) that when they started their most recent support forum, 1999, they knew they’d need moderators. They pulled 30 support reps off the phones and converted them into forum moderators. Those support reps answered questions online, just as they had been on the phone. Already, Dell was getting more efficiencies, since each answer could be read by dozens or hundreds of other people searching for it on their support forum. Now, five years later, the support forum is many times larger than it was then. And the number of moderators is no longer 30. It’s five. And that’s because the members of the community are moderating it themselves."

What in your business could be made more efficient by turning over the reins to a larger group of people? Other employees? Customers?
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