Carol on Shared Authentication

I have always thought that security companies are too focused on technology and generally clueless about what users and markets want.  Bruce Schneir, for example, discovered that security is a process and not some magical mixture of technologies.  Its great that he was able to shift from technological perspective to operational perspective.  Carol Coye Benson writes from marketing perspective, a step beyond operational perspective, on shared authentication.  She is right on the ball.