Luke Fretwell of govFresh writes a very well-argued piece. “GetSatisfaction: Tips for engaging citizens in gov 2.0″ at OpenSource.com doing a great job of expanding that same idea in the context of Gov 2.0.
Luke interviewed GetSatisfaction CEO Wendy Lea a few days ago at govFresh on the same topic. Also a good read.
What’s so great about these systems? #noemail of course. But more the technology does what the users and the providers actually want to see happen in a nice clean way. No convoluted emails or mis-sorted trouble tickets.