RM tools provide customers with both independence from vendors and better ways of engaging with vendors. The same tools can also support individuals' relations with schools, churches, government entities and other kinds of organizations.
Excellent piece pulling together theories, making them understandable and relating them to current practice and people. Possibly only missing Lave's concept of peripheral participation and community of practice. I have always assumed an affinity between the idea of a journey from periphery to centre of a community of practice and that journey across a ZPD