Yes, we are getting a bit off track, and we are not talking about any significant disagreement here.
But, from the point of view of pure logic, I think it is still a mistake to confuse owners & R&D staff, on the one hand, with the "clientele" (the customers), on the other. That does not mean that their interests may not coincide on many -- even most -- issues; what it does mean is that they approach those issues from completely different directions.
For example, you say:
...To me, the SI site serves many masters. The most important ones are the users but the R&D people are also important..
The SI site "serves" the users -- and the users only. The R&D people provide the service. In short, they, like the site they maintain, serve the users. (And they are paid for their service, while SI users pay to receive it.)
That is the fundamental difference. And it is a crucial difference.
Joan
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