Adding the phone layer really changed the game. I'm not sure this community as it exists today is ready for the consequences.

EDIT: to zerojay's point about customer differentiation-- I think it's inevitable, and I believe that's part of Quim's original thoughts.

While this site may never turnaround to become mostly end-user focused (and I hope it doesn't) we still need to think about what sort of initial face is presented, and provide the necessary conduits to route end users to the most helpful destination(s).