Elizabeth, Actually I have found web forms to be a great facilitator of certain types of communication. I have seen web forms surpass phone calls as the first step customers take when they are looking to enter into a dialog about purchasing a product. I have seem them become the preferred way to register for seminars. While it might be argued that this is a "controlled" form of communication, it is a communication that both parties (buyer and seller) find efficient and to their advantage. And to Steve's point about one-to-one communication, when it gets down to actually buying something, especially something that has a high price tag, at that point all parties to the conversation are eager for one-to-one communication. It is this ability of the web to shift from anonymous, mass communication to direct and personal communication that has made it so unique and such a huge commercial success.