Customer Service: New Scope of Authorial Duties

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I've been futzing with this article for a couple of months and it's not working out. I told myself to finish it and publish it and it accidentally went up last week. I guess that is a sign. I think the problem that I have with the subject is that I don't have any real concrete opinion here but rather than let it languish, I figured I would post it and then read all the comments. Maybe something will crystalize after reading the opinions of the  commenters of Dear Author.

Sarah Wendell and I...