¶ The Web Is a Customer Service Medium (Ftrain)

So what kind of medium is the web if the boundaries are so unclear, and if the fundamental question is WWIC? This is from an interview with MetaFilter founder Matt Haughey: 
What makes MetaFilter a success?
Matt: I'd like to think it's intense moderation and customer service.
That is the point that I am trying to make. The web is not, despite the desires of so many, a publishing medium. The web is a customer service medium. “Intense moderation” in a customer service medium is what “editing” was for publishing.