This is *the* (or one of *the*) future of social support. I don’t care how nuts you think I am (hint: plenty). But the day you connect machines, software, and people on the same digital bus (Twitter, private network, mobile, whatever) is the day you actually make a dent in the existing mess of enterprise support infrastructures.
Heck, even Instructables gets it…It’s the social graph stupid! :)