The intranet's role in communications within a working community is to act as a management tool, a promoter of work culture, and a community service for working methods and facilities. A social intranet creates dialog around a company's internal communications so the entire working community can participate in developing content, the culture, and working methods.
An extranet functions as a company service channel for its stakeholders, such as partners and customers. The role of the service channel is to enable interactions and act as a tool to manage the customer experience. Putting the personal customer service process online is an investment that quickly yields results in the form of a better, more personalized customer experience, leading to more committed and satisfied customers.