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On November 4, a solution was discovered—in a videogame. That’s the day Microsoft released the Kinect for Xbox 360, a $150 add-on that allows players to direct the action in a game simply by moving their bodies. Most of the world focused on the controller-free interface, but roboticists saw something else entirely: an affordable, lightweight camera that could capture 3-D images in real time.

When DIYers combine those cheap, powerful tools with the collaborative potential of the Internet, they can come up with the kinds of innovations that once sprang only from big-budget R&D labs. In 2009, a PhD student named Daniel Reetz turned two Canon PowerShot A590s into an improvised high-speed book scanner. He detailed the project on a website, DIYbookscanner.org, where readers have since posted hundreds of tweaks, suggestions, upgrades, and entirely new designs. The open source MPGuino project, which uses an Arduino microcontroller to track gas consumption as you drive, has inspired a small community of fans who help refine and customize the gizmo.

Wired: You’re interested in massive open online courses and have championed Salman Khan’s videos. If these had been around when you were young, would it have affected your schooling? Gates: No. For a highly motivated learner, it’s not like knowledge is secret and somehow the Internet made it not secret. It just made knowledge easy to find. If you’re a motivated enough learner, books are pretty good. Now, if you’re the kind of person who gets stuck on Chapter 5 and will give up if you don’t have someone to answer questions, don’t try and pick up the Feynman lectures on physics. That’s true whether it’s online or offline. A MOOC is an attempt to gather a group and encourage students, almost like a typical classroom, forcing you to interact during the lecture so that it kind of wakes you up and keeps you engaged. A hyperlearner doesn’t have to have those things.

To be fair, things are changing. By the end of the year, 75% of US-based companies expect to use social media for customer service. It’s a reaction to the changing game. Gone are the days when social media was all about marketing through Twitter and Facebook. It’s now an integral tool to ensure you are responsive not reactive, contactable not aloof and authentic not robotic. And increasingly, it’s about solving customer’s issues in real time through social channels, showing your dedication and transparency to your customers.