How interactions on the web are changing
The next stage of the web won’t have destinations, it will be a distributed network of content and people that will get reassembled depending on context and relationships. The increase in people interactions on the web will mean that building and managing communities will be important for responding to customer suggestions, queries, and complaints. Communities will need to be embedded in consumer experiences and not built at a new destination.
Quote from –Paul Adams, UX Researcher at Google – the tummler conclusion is mine.