Just getting the word out about one use of the Web for better service. The TSA blog from the Transportation Security Administration has been groundbreaking in providing two-way communications that have resulted in real improvements. It's used to gauge public opinion, act on public feedback and change or update policy and operations based on that feedback. Complaints about screening procedures have resulted in actual changes in days, as opposed to months.

Screeners were educated about Mac Airbooks so that they knew they were really computer systems, which was a real problem for a while.

Arcane-sounding regulations have been explained in plain language.

One new example of good new info is Traveling With Homemade Gadgets, which might prove of value from many of my nerdish peers.

Sure, more improvement is needed; it's all just the very beginning.