Doc Searls wrote about how to save the newspapers. Good points there, including:
Informing is not the same as “delivering information”. Inform is derived from the verb to form. When you inform me, you form me. You enlarge that which makes me most human: what I know. I am, to some degree, authored by you.
What we call “authority” is the right we give others to author us, to enlarge us.
Read the rest of the post and think what it would mean for businesses in general. Is the website of your organization allowing others to author you? Can we be authors of each other or are you hiding behind corpspeak, paywalls and the fear that your own customers will beat you to death with crutongs (blog posts), if you tell the truth?