Executive Summary (This is a document excerpt)

Consumers love to express opinions about products they love and products they hate. Increased adoption of online forums shows that consumers are also eager to share their expertise of products and services with each other. Reacting to this trend, eService vendors are now offering moderated forums as part of their eService suites, some even incorporating forum postings into knowledge base search results. However, companies interested in adding forums to an existing online self-service implementation must proceed with caution. Allocate adequate resources to forum moderation, and clearly state the company position on liability, so that recommendations found in forums do not create legal difficulties should a customer posting create problems or data loss for other forum readers.

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