he's joined by joseph menn of the "financial times," sarah lacy of techcrunch.re aware that they can be destroyed by very popular bloggers, people on twitter. maybe not destroyed. definitely affected in very negative ways. i think they're less aware of what you're saying, that it's time for them to get back and start talking on twitter and blogs. >> yeah, this is as much about the employees and their relationship to the company as it is about the company. in this world where people can have so much power like dave carroll and "united breaks guitars," the only alternative is to empower the employees in your company to come up with solutions, to reach out to those customers. but most companies are not structured in such a way that these people who have these innovative ways about how to do that can actually act on those ideas. and that's what we're trying to change. >> and most companies would say my employees can talk -- they have to go through legal and they'll talk to marketing and marketing will go back and talk to legal and then we'll address the problem. >>