Michael Feldstein analyses a Blackbord response to the pilot study by the University of North Carolina for Sakai, which will lead to a further investigation of Sakai as a replacement for Blackboard. While it’s a long post (and it should be, for it is an excellent analysis), one thing that caught my attention was about Support Risks (quoted below)
Blackboard’s Response to Open Source: Fear, Uncertainty, Doubt: “If Blackboard can’t help you fix your problems, you’re out of luck, because nobody else understands their code or has the right to look at it. If your Moodle vendor can’t help you, you can go to another vendor, or find another adopting school that knows how to fix the problem. You can also fix it yourself. You don’t have to, but unlike with Blackboard, you can. Likewise, if Blackboard were to go out of business (ask WebCT or ANGEL customers if this sort of thing ever happens), you would’t be able to find somebody else to support and continue to develop your platform. Not true with open source support vendors.”
This is a very interesting situation to be in, for almost all product companies, in a way, against their open-source alternatives. And I keep coming back to the iTunes App Store model for the iPhone (and therefore the proposed Google Wave/Android App Store). So, it may still work if the product company retains the core platform (Apple in this case), but does open up the platform — to an extent — to allow extensions to the core platform.
I suppose it’s really the confidence of the customer that is at play and at risk here than anything else. It is not necessarily open-source and the cost of free that is in play, but the experience of being locked to an obscure roadmap that’s making more folks consider open-source.