Although many repair service tasks are repetitive in kind, some problems occur rarely and service personnel can not be expected to know every detail. Imagine a copy machine repairman fixing a client's multifunction device with a rare problem. Instead of calling the office, or worse, having to return the following day, the repairman uses a company-internal twitter-like tool to post a message:

"I've got this #canon-IR-1023N that displays error message #HD110 but the heating drum won't come out. ..

Interesting paper by Tim O'Reilly and John Batelle titled web squared.

Starts out by describing how the Web 2.0  "network as a platform" enables applications that get better the more people use them with network effects acquiring users - then learning from them and building on their contributions. Web 2.0 is all about "harnessing collective intelligence" - managing, understanding and responding to massive amounts of user-generated data in real time.

Then goes on to observe that collective in..