X-no-Archive:yes
Some folks are making this work. I understand that Cisco does about 80% of
their sales on the web. It's that other 20% that you are talking about. I
think we can all relate to the two choices. In some cases, I need a human
being on the phone to get what I need. In other cases, I'm happy to fill in
my own data into a web form; I order prescription refills on my pharmacy's
web site (but it's antihistamine, not morphine). Given a choice between
filling out paper and filling out a web form, I'll take the later. I've
sometimes suggested to whoever hands me a form on a clipboard that it would
be faster if they would just let me type my information in to their
computer. Maybe someday this will come to a doctor's office near you (Wirt,
is this a new use for QCTerm and QueryCalc? A emachine where the patients
can enter their own data at their doctor's office?).

But it doesn't work for everyone! Just ask the folks at
http://www.living.com/, who in spite of leading their industry, have filed
for chapter 7 bankruptcy. I guess it's easier to accept how that new switch
will look in the rack than how that new sofa will look in your living room?
If I knew who it would and would not work for, I would be a stock market
genius living off my investments instead of an IT worker...

Greg Stigers
http://www.cgiusa.com