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Interop: The Promise and Perils of Highly Interconnected Systems by Urs Gasser, John Palfrey

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CHAPTER THREE
Consumer Empowerment
Customers tend to want more, not less, interoperability, a demand that is a major driver of interoperability. For ordinary consumers, interop means that smartphones can work seamlessly with laptops and stereo systems, all sharing the same music files, purchased just once from an online service. In turn, customers have the ability to do more with the information systems they use. Interoperability provides consumers greater choice and autonomy.
The benefits of interop extend beyond the individual consumer and deeply into the business world. Demand from business customers has also been a major driver of interoperability in the information technology sector. Interop empowers corporate customers to make systems ...

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