Of course “understandable and predictable” does not mean that she is necessarily wrong, either. Her comparison to a lawyer’s closing arguements or a doctor’s research are valid. Perhaps the best way to deal with the enchroachment of crowdsourcing in a particular field is to re-focus the goals of the professional. In the case of an architect, while they would give up most creative and artistic control on an open-sourced project, their role becomes even more important when they act as the “fact-checker” or “reality-imposer.”

The implications for urban design are truly astounding. Think of the time and money that could be saved if massive developments like the Columbus Avenue project over the Mass Turnpike could have been collaboratively designed. Instead of an advisarial back-and-forth between developer and residents, the project could have been born out of both parties’ best ideas and might have addressed everybody’s concerns. Construction might have started years ago and be close to completion by now. Instead, all that we have to show for 10 years of wrangling and millions of dollars spent is a hole in the ground.

Even if this kind of approach to building design became widespread, its not like the architect will become an endangered species. There are only so many projects that the average person can hope to participate in.

It’s not the Apple Store that I really hold accountable here — in fact, I sympathize with them, as they fall victim to the same basic organizational issues that caused the above situation — lack of a flexible inventory management system, archaic regulations on what can can cannot be done through various customer channels, and a poorly implemented and publicized knowledge management system — which inevitably results in poorly informed support team and customer base.

In fact, the retail stores — Boston included — have mastered customer experience. There are few shopping experiences like the one found in an Apple Store — from adequate staffing to automatic checkout and receipt emailed to your Apple account, it’s a very comfortable and reassuring place.

http://thesmallwave.com/

I also had great experiences with Apple Store service here in the Washington, DC area. Actually, with 15 yrs of experience with Macs in a personal and corporate setting, I never had a bad customer service experience. But, I’ve never been to the Boston Apple Store…