This quote from "The Cluetrain Manifesto: The End of Business As Usual" sums up the change occuring within the real estate industry and changing consumer sentiment towards agents, brokers and the real estate industry as a whole:
"Online Markets...Networked markets are beginning to self-organize faster than the companies that have traditionally served them. Thanks to the web, markets are becoming better informed, smarter, and more demanding of qualities missing from most business organizations."
Btw...this quote is from 2000. It's 2008 and most within the real estate industry still don't get it.