It takes a week to make a spelling change on the web site. Most people in the company still don't have Internet access. Customer suggestions are treated as complaints. Consumer-opinion site aimed against the company makes national news. CEO has assistant print out emails.
Company relies on ad agency for web strategy.
In the New World, customers will have all the power. In e-business, the web team teaches everyone in the company to fish. You can only provide a friendly environment and the conditions for them to sprout. It is their job to create the environment and set the examples that allow the transformation to take place on its own.