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For an hour or two a day, Santa Rosa software engineer Brett Carver is an expert and hero to strangers seeking answers on Google forums

  • Brett Carver was the first person to post 100,000 answers on a Google forum.

Brett Carver first logged onto a Google help forum with a question about Gmail, and then he stuck around and soon started answering questions for other users.

In a little over two years, the Santa Rosa software engineer has posted more than 100,000 comments on the online Gmail forum, offering unpaid advice for those with lost messages, hacked accounts and other problems. Google calls Carver's volunteer service a milestone.

During one hot streak for questions last winter, he was posting 180 times a day, all as an unpaid, Google-recognized "top contributor." In return for these volunteer efforts, Google has hosted Carver several times at its South Bay offices, including for a two-day summit with fellow top contributors from around the world.

What Carver has done is essentially answer the same series of questions for thousands of Gmail's 350 million-plus users.

"Everything's been asked before," said Carver, a 55-year-old husband and father of four sons. "The trick is finding it."

The online help forums have become the place to find free answers to virtually all of life's questions -- though with varying degrees of helpfulness. From technology to travel, from gardening to entertainment, the uninitiated log on seeking insights and hope they gain them from those in the know.

Many companies are finding this "crowdsourcing" a valuable way to have their most enthusiastic users educate others about products and services.

"There is a shift toward Wiki everything," said George Ledin, a computer science professor at Sonoma State University.

Even many established companies have begun to ask why they should pay a large staff to answer questions "when you could simply let the crowd do it for you," Ledin said.

The volume of questions and the demand for instant information can make help forums a needed strategy for both start-ups and large businesses. And the answers given from those who've spent hours using a product may be more helpful than talking directly to tech support or searching the company's web site.


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