A lot of organizations are struggling with what to do with a host of costly, high-maintenance technologies that they have introduced in the last decade, hoping these technologies would produce (a) improved internal productivity, and (b) better relationships with customers. They have achieved neither objective. So they're stuck with some very large and expensive lemons, three in particular public websites that don't reach customers, Intranets (internal content management systems) that serve up content almost no one uses and "Groupware" tools (like SharePoint) designed to improve internal collaboration, that actually discourages collaboration. - René Fischer