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82. One way of putting these principles into practice is to examine the possibility of investing in online self-help fora. In particular, there is good evidence from the private sector that technology companies have led the way in providing online spaces and fora. On these fora, their customers can discuss how to use their goods or services. Examples of firms using content generated by users to improve their customer focus and service include Google's numerous Google Groups about its various services and Microsoft's Knowledge Base. If the companies do not provide or host such a service, third parties or enthusiasts are likely to fill the gap. Put simply, if you have a problem with a computer or a mobile phone, there is probably a forum, run by users of that product, that can help you fix it.

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