He replied, no, because he believed that in this time and day, people should be actively looking for answers to solve their problems, whether it be through the forum or playing with the features. It would teach individuals how to use the Internet and Dropbox instead of waiting around, waiting to be fed answers.
This reminded me of Steinert and Pilgram's argument that "the focus should be on 'participation'" (Wessels, 106). Through Dropbox's idea that forcing Dropboxers to actively seek and post answers by not having a telephone help support line, they will not only learn how to use the Internet, but in Wessels' terms, their capacity to "generate knowledge that enables people to engage in social and economic life" grows (Wessels 114). By being able to generate participation, Dropboxers are able to "develop forms of communication from a range of sources and to be innovative in developing forms of communication and networking" (Ibid). All in all, by having a public forum in which Dropbox users can have access to and those who contribute can sign up easily using their email address, inclusion is fostered because the Internet is shaped to "meet the needs and potential of local people to enable them to participate in the richness of social life... in a genuine and vibrant civil society" (Wessels, 121).