The business model developed by eBay is unique and has evolved over time as the business has grown. The founders' intentions was that eBay should be made up of a community and this vision has helped shape the business. According to the chief operating officer, Brian Swette, the business has grown by constantly responding to what the users have wanted. It is the eBay community that has designed the business model. eBay supports the desire to respond to the user community by employing approximately 5,000 people, about half of whom are involved in customer support and about 20 per cent of whom are in technology. eBay does not need to spend large sums of money trying to understand what their customers want because their customers constantly request and suggest changes. For example, in 2003 over 100,000 messages from users were posted each week in which tips were shared and system glitches highlighted. The technology systems that eBay has introduced over time enables the company to trace every move of every potential customer, this yields rich information which can be acted upon. In addition ,category managers for eBay play a crucial role in the company's development. Unlike other positions, say product manegers in large firms, these roles involve listening, adapting and enabling. It is the category managers’ responsibility to develop tools to help and sell more effectively.