In 2006, we now take the internet for granted. However, it is amazing how much rapid access to information published by anyone is changing our world. Many people have discussed how this is reducing the power of the mainstream media. Few people have discussed how this access improves business. Two weeks ago, I posted about a problem I had found with a software program from Perseus. Within two days, their Chief Operating Officer, Jeffrey Henning, had personally contacted me and helped me resolve the problem. Think about this.

I have never met Mr. Henning. Because of the search capabilities of the internet (and his initiative), Mr. Henning found my site where I posted about a problem. Without the internet, Mr. Henning never would have learned that one of his technical support guys was misinforming customers and I would have continued sharing a bad experience about a software company. Instead, Mr. Henning became aware of a problem, fixed it, and now has taken steps to improve future calls within the company while turning my (brief) bad experience with his firm into a positive experience.

We live in an amazing world. The internet has provided an amazing tool for managers with initiative.

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