my follow-up comment:
I’m suggesting it doesn’t work… (users' needs aren’t being met).
re: the *combination* of human-intensive customer service AND severely understaffed “customer service team” a la craigslist
a comment on Jon Udell's blog (sounds like a nice guy: most people honestly writing enthusiastically re: craigslist do... it's just hard to understand why the facts of the issue -- assuming they know them -- don't seem to make them at least wonder...)
re: "Although human-intensive customer service is usually regarded as costly and inefficient, operations like craigslist — where Craig Newmark’s title is, famously, customer service representative and founder — invite us to rethink that conventional wisdom"
well... I'd rethink again! (especially the *combination* of human-intensive customer service AND severely understaffed "customer service team" a la craigslist)