The problem with the newer technologies is that there seems to be a focus on general popularity rather than depth of content. That will continue for some amount of time until we get deeper taxonomies.

We were not expecting to find these kinds of numbers because this was basically a group of savvy computer users. And when you have almost one-third of them saying Web shopping was extremely difficult or somewhat difficult, we think the average population is having even more difficulty.

The losses could significantly impact the future of e-commerce if online consumers become so frustrated they revert to shopping at traditional bricks-and-mortar stores and decide not to purchase online.

We think these results indicate the critical role Web shopping is beginning to play in the U.S. economy. Last year was the beta testing year online for holiday shopping?now we believe the gauntlet for traditional bricks and mortar stores has been thrown down.

This is all about a transition, going from here to there. Now the strategy is to partner; so you have [big] companies like Xerox and Bertelsmann that can get together and make things happen immediately.

Focus on remedies, not faults.