Microsoft certainly wasn't as clueless as its critics made it out to be. The company did make significant technical contributions that helped everyday users get online. Andrews also enjoyed tremendous access to Microsoft employees, and certainly sifted through a ton of e-mail. But Andrews undermines his own argument by leaving out crucial parts of the story. The most glaring flaw is Andrews' astonishing failure to even consider the possibility that Microsoft's dominance of the operating system market could have given it an unfair advantage in the browser wars.
People are lazy.
Microsoft's share of the browser market would inevitably rise as consumers purchased new computers and started up the default browser. And Microsoft is as big as they come. More books will undoubtedly be written about the birth of the Web, and the struggle between Netscape and Microsoft. There was a reason why Net users flocked to the Netscape camp. The battle isn't over, not by a long shot.