Software for the People - Knowledge Management Research Center "One reason the Internet, e-mail and instant messaging are so popular is because you and I can just sit down and start using them. If you want to put up a webpage, your 12-year-old next-door neighbor can tell you how. If you have a big monolithic system such as Lotus Notes, lots of people use it very effectively, but the end user can't do anything until the systems administrator has done a lot of work setting up contact lists and databases, helping people learn it, and trouble-shooting. You want the user's experience to be something like face-to-face communication."