Our new Cool Friend is Eric Jackson, the author of The PayPal Wars: Battles with eBay, the Media, the Mafia, and the Rest of the Planet. Tom said that when he read the book he had to stay up all night.
My pick for best quote from the interview, because, first, the transition to charging for things that used to be free is a hurdle many websites must face, and, second, because communication is a tool to fix a great many problems:
When we had to change our website and our business radically, especially when we had to start charging fees for what had been a free service, the ability to get that message out there and be straight with customers was key for us. I shudder to think what would have happened to PayPal if we hadn't had that communication strategy.