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I spoke with the exhibition's curator, Jim Boulton, and Abbie Grotke, the Web Archiving Team Lead from the Library of Congress. We discussed how web design trends have evolved over the years, along with the difficulties of archiving increasingly interactive and social content on modern websites. Indeed, we touched on the possible extinction of websites within the next few years!

This website is designed as a social mirror to show the prevalence of casual homophobia in our society. Words and phrases like "faggot," "dyke," "no homo," and "so gay" are used casually in everyday language, despite promoting the continued alienation, isolation and - in some tragic cases - suicide of sexual and gender minority (LGBTQ) youth. We no longer tolerate racist language, we're getting better at dealing with sexist language, but sadly we're still not actively addressing homophobic and transphobic language in our society. Let's put an end to casual homophobia. Speak out when you see or hear homophobic or transphobic language from friends, at school, in the locker room, at work or online. Use #NoHomophobes to show your support. And visit one of our resource websites to get more involved.

A cartoon criticizing college websites resonates more deeply than many designers might like.

These Tubes Are Old!: Vintage Website Ads

The Baltimore City Fire Department plans to implement new social media guidelines after Chief James S. Clack said he found that firefighters and officers were "crossing the line" by posting inappropriate or sensitive information online. The social media website Twitter has become a forum for griping about City Hall policies in 140 characters or fewer - the maximum allowed in postings. The new policy comes after fire personnel have written a number of heated, politically charged barbs aimed at the department, Clack, Mayor Stephanie Rawlings-Blake and the City Council over a recent budgetary decision to close three fire companies in the city

The story begins with a video shot about six weeks ago by Columbus Dispatch videographer Doral Chenoweth (now updated multiple times). In the video, a local panhandler named Ted Williams is found to have the gift of a "Golden Radio Voice". The Dispatch originally posted the video on their website on Monday, January 3.

"Confirming what a few have reported this evening: in an action unprecedented in Internet history, the Egyptian government appears to have ordered service providers to shut down all international connections to the Internet. Critical European-Asian fiber-optic routes through Egypt appear to be unaffected for now. But every Egyptian provider, every business, bank, Internet cafe, website, school, embassy, and government office that relied on the big four Egyptian ISPs for their Internet connectivity is now cut off from the rest of the world. Link Egypt, Vodafone/Raya, Telecom Egypt, Etisalat Misr, and all their customers and partners are, for the moment, off the air."

During the week of February 14-18, private businesses and government agencies are encouraged to allow employees who normally make the trek into office each day to work from home instead. More than 35,000 companies and organizations have pledged to participate in the event. According to the official Telework Week Website, this would save an estimated $2,451,069 and more than 1,600 tons of pollutants from entering the atmosphere. Where these numbers come from is not entirely clear, but it stands to reason that fewer people commuting would help save money and reduce pollution to some extent.

Admittedly, it can be difficult to quantify a specific profit or revenue impact from some types of experience enhancers-more robust "voice of the customer" programs, more polished customer statements, better trained front-line personnel, streamlined customer touchpoints, a more user-friendly website, etc. The financials surrounding such initiatives are much less precise than those of hard-dollar initiatives, like the renegotiation of real estate leases or the consolidation of corporate functions. Of course, that doesn't mean customer experience investments have any less of a compelling return than these other endeavors. It just takes a little more work to quantify it. And, frankly, in some cases, it requires a leap of faith.

It's critical to distinguish a consumer's increased ability to amplify a brand's successes and failures from his or her actual control over the story a brand tells. In the purest sense, consumers have always wielded immense influence with their wallet. That their votes are now cast on public websites long before the ballots are counted on confidential P&Ls only makes it easier for marketers to react more quickly. If brands were in "control" back when their only option was to launch expensive print, TV and out-of-home campaigns -- and then wait several months to see the sales data -- then, by comparison, modern media has made them practically omnipotent.

The Army has a well-established history of using television commercials to reach possible recruits. The Times quotes the simply impossibly named Lt. Gen. Benjamin C. Freakley on the motivation for the new direction in recruiting. "We're working hard to increase our social media. We fully recognize that young people TiVo over commercials or are multitasking on their smartphones when the commercials come on...We have to reach out in forms like we're discussing to get them to want to know more, to join us in social media and extend the dialog." The branding message remains consistent, if not terribly clear to me: "Army Strong." It plays out across a number of properties, including a website, Army Strong Stories, and a Go Army Facebook page (complete with exclusive X-Men movie footage).

One of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As of now, the phone is still the most common way to provide support. But would customers be willing to engage in other ways? An infographic from customer experience analytics firm ClickFox organizes research on the subject and finds that two in three customers would be willing to use social media for customer service if they understood the tools better. The infographic also breaks down the cost per interaction of various types of engagement, and finds website visits to be the cheapest by far.

Social media websites, such as Facebook and MySpace, may reveal information that could identify underage college students who may be at risk for problem drinking, according to a report published Online First by Archives of Pediatrics and Adolescent Medicine.

The king of Web corporations has been Google with its dominance of search. Recently, Facebook has become the second-most popular website. How do the purposes of each of these successful sites differ, and where do they compete?

The customer-centered company needs to make its products interactive, train its people for co-creative dialogue, redesign its physical places for two-way interactions, and open up the architecture of its digital sites to other processes and content that the company doesn't control. Nike puts a sensor in its shoes that lets runners track their runs and has a web platform where exchange data with others. Starbucks encourages a dialogue across all its stakeholders through the highly popular mystarbucksidea.com website. 3M invites its B2B customersto co-create new products with its R&D people live in their corporate labs. Apple invites third parties to develop new applications for its iPhones, iPads, and iPods. Companies are generally unprepared for this transformation to experience co-creation. Most product development groups continue to design non-interactive products. Company people in call centers and company stores still generally follow company narratives. Most corporate IT departments and suppliers are trained in one-way project-management techniques incompatible with true engagement-platform development. Herein lies the transformational challenge customer experience managers will face as they become customer-experience co-creators.