Malcolm Salter's book may be the best informed treatment of Enron so far. And the questions he can't answer may be even more significant than those he can.

Pete Blackshaw — executive vice president of Nielsen Online Digital Strategic Services and author of Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 — points to low-hanging fruit in an AdAge piece called Marketers Love Conversation Unless the Consumer Starts It (11 August, 2008): If the consumer voice is so important these days, why are brand feedback, or "contact us," forms so get-out-of-my-face unfriendly?