Finally Hotel G, a budget hotel chain, engages the specific capabilities of customers to improve the technical interfaces between the hotel and the customer. During the launch of a new website booking engine, Hotel G utilised the competencies of two communities. First, their call centre reservation team trialled the website and provided feedback to the director of technology. Second, the Hotel made use of a technical forum, comprising 2000 people, drawn from a membership list of 1.6 million. The director of technology explained: