Category Archives: comment-fishing

Customer Service on the Phone: Netflix

An interesting piece about the move, by Netflix, to phone-only customer service.
Victory for voices over keystrokes | CNET News.com

Much of it sounds very obvious. Customers tend to prefer phone support instead of email. Customer service representatives who take more time on the phone with customers are more likely to make people happy. Many customers dislike offshoring. Customer service can make or break some corporations. Customers often have outlandish requests. Hourly salaries in call centres will vary greatly from one place to the other, even within the same area.

In other words, Netflix has done what many people think a company should do. We’ll see how it all pans out in the end.

The main reason this piece caught my attention is that I have been doing surveys (over the phone) about the quality of the service provided by customer service representatives over the phone. Not only am I working in a call centre myself (and can certainly relate with the job satisfaction which comes from empathy). But several of the surveys I do are precisely about the points made in this News.com piece. The majority of the surveys I do are about the quality of the service provided by customer service representatives (CSRs) at incoming call centres for a big corporation. So I hear a lot about CSRs and what they do well. Or not so well. One answer I’ve been hearing on occasion was “I’d appreciate it if I could talk to people who are a bit less courteous but who know more about the services the company is providing.” After interactions with several CSRs and tech support people, I can relate with this experience on a personal level.

The general pattern is that people do prefer it if they can speak directly (over the phone) with a human being who speaks their native language very fluently and are able to spend as much time as it takes with them on the phone. Most people seem to believe that it is important to be able to speak to someone instead of dealing with the issue in an “impersonal” manner.

Sounds obvious. And it probably is obvious to many executives, when they talk about customer service. So email support, outsourcing, offshoring, time limits on customer service, and low wages given to customer service representatives are all perceived by customers as cost-cutting measures.

But there’s something else.

We need the “chunky spaghetti sauce” of customer service. Yes, this is also very obvious. But it seems that some people draw awkward conclusions from it. It’s not really about niche marketing. It’s not exactly about customer choice or even freedom. It’s about diversity.

As an anthropologist, I cherish human diversity. Think of the need for biological diversity on the level of species but through the cultural, linguistic, and biological dimensions of one subspecies (Homo sapiens sapiens).
Yes, we’re all the same. Yes, we’re all different. But looking at human diversity for a while, you begin to notice patterns. Some of these patterns can be described as “profiles.” Other patterns are more subtle, harder to describe. But really not that difficult to understand.

The relationships between age and technology use, for instance. The common idea is that the younger you are, the more likely you are to be “into technology.” “It’s a generation thing, you know. Kids these days, they’re into HyPods and MikeSpaces, and Nit’n’do-wee. I’m too old to know anything about these things.”

Yeah, right.

All the while, some children are struggling with different pieces of technology forced unto them and some retirees are sending each other elaborate PowerPoint files to younger people who are too busy to look at them.

To go back to customer service on the phone. Some people are quite vocal about their preference for interactions with “real human beings” who speak their native language and are able to understand them. Other people would actually prefer it if they could just fire off a message somewhere and not have to spend any time on the phone. On several occasions having to do with customer service, I do prefer email exchanges over phone interactions. But I realize that I’m probably in the minority.

Many people in fact deal with different situations in different ways.

One paragraph I personally find quite surprising in the News.com piece is about the decision to not only strengthen the phone-based support but to, in effect, abolish email support:

Netflix’s decision to eliminate the e-mail feature was made after a great deal of research, Osier said. He looked at two other companies with reputations for superb phone-based customer service, Southwest Airlines and American Express, and saw that customers preferred human interaction over e-mail messages.

Sounds like a knee-jerk reaction to me. (It’d be fun to read the research report!) I’m pretty sure that most business schools advise future executives against knee-jerk reactions.

One thing which surprises me about the Netflix move is that, contrary to Southwest Airlines and American Express, the Netflix business is primarily based on online communication and postal services. My hunch is that a significant number of Netflix users are people who enjoy the convenience of one-click movie rentals without any need to interact with a person. Not that Netflix users dislike other human beings but they may prefer dealing with other human beings on other levels. If my hunch is accurate to any degree, chances are that these same people also enjoy it when they can solve an issue with their account through a single email or, better yet, a single click. For instance, someone might like the option of simply clicking a button on the Netflix website to put their rental queue on hold. And it might be quite useful to receive an email confirmation of a “Damaged Disc Report” (SRC: DISCPROBLEM) instead of having to rely on a confirmation number given on the phone by a friendly CSR in Oregon or, say, Moncton.

Yes, I’m referring to the specific instances of my interactions with Netflix. While I’d certainly appreciate the opportunity to speak with friendly French-speaking CSRs when I have problems with plane tickets or credit cards, I like the fact that I can deal with Netflix online (and through free postal mail). Call me crazy all you want. I’m one of those Netflix customers who find it convenient to deal with the company through those means. After all, Netflix is unlikely to have such an influence on my life that I would enjoy spending as much as ten minutes on the phone with friendly Oregonians.

As an ethnographer, I have not, in fact, observed Netflix to any significant extent. I’m just a random customer and, as it so happens, my wife is the one who is getting rentals from them. What little I know about the Netflix business model is limited to discussions about it on tech-related podcasts. And I do understand that Blockbuster is their direct target.

Yet it seems to me that one of the main reasons Netflix has/had been succeeding is that they went into relatively uncharted territory and tapped into a specific market (mixed analogies are fun). Even now, Netflix has advantages over “traditional” DVD rental companies including Blockbuster the same way that Amazon has advantages over Barnes and Noble. It seems to me that Amazon is not actively trying to become the next Barnes and Noble. AFAIK, Amazon is not even trying to become the next Wal-Mart (although it has partnered with Target).

Why should Netflix try to beat Blockbusters?

What does this all mean for corporate America?

Facebook Platform: Post-Game Analysis

Just read Marc Andreessen’s very insightful analysis of what happened with the Facebook Platform (the development of new applications) during the first three weeks after its launch.

blog.pmarca.com: Analyzing the Facebook Platform, three weeks in

Andreessen’s entry was written in June and provides an appropriate snapshot of what people must have been thinking at the point.

What now?

Well… My perceptions are only as a lowly user of Facebook, not as a developer. And though I’m fairly active on Facebook, I can’t claim to be a Facebook “Power User.” Yet, as an ethnographer, I can’t help but notice something going on.

The Facebook Platform was an important event in Facebook’s history but many things have happened since Facebook started out, a few years ago. I only joined during the Fall semester, 2005 and I wasn’t very active on it until February, 2007. But I now use Facebook rather extensively and end up talking about it on several occasions. I’m really not sure about the timeframe and I’m too lazy to look things up but I’m hoping to find out at some point. Comments are obviously welcome.

One of the most important things in Facebook’s history was when they opened registration to the wider world of (English-speaking) Internet users as a whole. Prior to this, Facebook was restricted to university, college, and school campuses. For a little while, some businesses could have their own networks. But a real shift happened when Fb opened the gates and let everyone in. There were some discontentment on the part of long-time users but, on the whole, it was a rather smooth transition. At about the same time, the “Mini-Feed” feature was set up. With it, users can see pretty much everything their friends are doing, from status updates and friend adds to wall posts and pokes. This feature also occasioned some controversy but the Fb team reacted promptly and rather openly. On the whole, this was handled rather well.

I think one of the first killer apps, before the release of the actual semi-open platform, was Facebook Mobile, which lets users interact with Fb through SMS. The reason I think this was an important application is that the Canadian Fb community seems to have at the same time Fb Mobile became available on Canadian providers. Oh, sure, it might be pure coincidence. But the feature probably made me more active on Fb and chances are that it happened with other users.

Over the past year, there has been a fair deal of coverage of Fb in both tech and general media. Much of it has been rather critical if not outright alarming or inflammatory. But the end-result was increased exposure to Facebook. For instance, the first time I heard about Facebook was in a podcast version of a talk at Indiana University about online privacy (still a very important issue). The presenter had analysed some trends in what information students were willing to share on Facebook. Being interested in online networks, I decided to join Fb out of mere curiosity and, right away, some of my students added me as a friend. Concepts like “network effect” and “viral marketing” apply too obviously to such cases to be worth explaining.

The launch of the Facebook Platform happened in this context. As a non-coder, I was personally impressed by the rapidity with which developers were able to release Facebook applications. It felt as if new applications sprung up within hours of the platform release. It probably took longer but it really looked like an almost-synchronised release for the platform and new apps.

Andreessen talks about the platform launch from the point of view of application developers. As a non-coding Fb user, I think the apps were quite important in intensifying the buzz about Fb but I don’t think applications themselves have changed Fb that much. Yes, people are much more active on Fb thanks to cool apps. And some of these apps are actually very useful. But, to me, there’s a clear continuity between Fb groups and apps (even though they are completely different in other ways). In fact, an important similarity between apps and groups is summarized in the name for a Facebook group: “I read the group name, I laugh, I join, I never look at it again.” Andreessen alluded to this, in a way, but the important point is that both group memberships and application additions are more toward the “passive” than the “active” part of the online behaviour continuum. In all the discussions about online “bubbles” and “busts,” such issues should be kept in mind.

Many application developers seem not to understand this. They create apps which create very little value to users and try to monetize by forcing application users to invite friends or to click on some irrelevant links. Bad form, IMHO. Like most other Fb users, I add apps when I see friends adding them. But I’m increasingly weary of the adding apps which seem too eager to disseminate quickly. IOW: please, pretty please, stop the “application invite” madness!

I also notice that several Facebook users are sorting out their applications and groups. Part of it is pure information overload (many people left a local group after being sent daily updates of blog posts in their Fb mailboxes). But part of it is simply about finding what place Fb plays in our lives. Sure, many of us were excited about the possibilities and most of us are increasingly active on Fb. But after the initial excitement, we go into a phase during which Fb is just a tool.

And that might be a Good Thing(tm).

Tagged Again?

I seem to be one of few bloggers fellow anthroblogger Nancy Leclerc (aka Gary Dickinson) wishes to tag:

Music, Books and Spirit: 8 things . . .

So, even though I’ve been tagged very recently,  I’ll play along. But just because I’m lazy and reveal a lot about myself anyway, I’ll just say eight random things about myself, regardless of how well-known they may be. What’s funny is that Nancy and I have never met IRL.

Anyhoo…

  1.  I’ve had a crush on a number of women when I was a kid, including some fictional characters. One crush I had as a teenager was with Simone Foster from Head of the Class. I still love humanists.
  2. Not only did I have imaginary friends when I was a kid but I kept imagining all sorts of things throughout my childhood, some of which were just too extreme in terms of megalomania. I still have a very active “internal life.”
  3. I don’t really have an alter ego but people are telling me that I act very different whether I speak English or French. Does that count?
  4. I decided to go into anthropology when I was 13 and never really deviated. Between ages 8 and 11, I wanted to become a lawyer (to defend innocent people). I eventually decided (at age 11) that law had too much to do with personal profit for my tastes.
  5. Despite being a single-parent household, my family (my mother, my brothers, and myself) has mostly been quite unified. Actually, I revealed quite a bit about this in a blog post in French.
  6. I’m not shy at all and I probably appear to be overly eager, assertive, extrovert, or friendly to a number of people. Though I’m sorry if I rub people the wrong way, I probably won’t change on this point.
  7. I’m in love with someone who lives 460km away from here. For the past 10 years, we spent about half of our time away from one another. The cool thing is, we’re going to settle down in Austin together, come December.
  8. I love teaching so much that I’m not sure how I can envision my life without teaching opportunities. Oh, I may get other jobs and I may spend some time without any formal teaching duties. But I’ll still get withdrawal symptoms.

Oh, kay… This was, erm, different. Whom should I tag?

Let’s go semi-random, this time.

Andi, SteveAnne-José, Gary Lee, Vanou, Kevin, Debbie, Sarah

Views and Feeds

Yep! One of those blogposts about blogging.

This is somewhat interesting. For some reason, I’m getting much fewer daily views on this blog but I’m getting a lot more feed views, a good proportion of which come from Google Feedfetcher. Maybe WordPress.com has changed its usage statistics to switch Feedfetcher to feeds instead of views or maybe it’s just a coincidence. But it’s fun to think about what happens with this blog.

Actually, I feel I’m getting more interaction with readers, which is what I’ve been missing. I still won’t constrain myself to writing very short blog entries, but I like what this blog is giving me, at this point.

OTOH, I have been posting just a bit more than I used to on some of my Blogger/Blogspot blogs:

Part of the reason I blog there more is because of ease of use. Since Google is so ubiquitous, some sites make it very easy to blog an item on Blogger. I mostly tend to use bookmarklets but I’ve been trying the “BlogThis!” buttons on some services, like Flickr and DailyMotion.

Of course, none of this should get in the way of the work I have to do (which is, in fact, quite a bit). And it still doesn’t.

I’ve also spent a bit more time on Facebook. Not much (maybe an hour a week) but it does shift my online activities a bit.

All of this relates to my notion that blogging and other participatory aspects of the online world should merge. In fact, I kind of like the fact that I can insert blog feeds in Facebook and Moodle

A Good Cup

This is more of a typical blog entry, I guess.

Went to bed at 9 p.m., last night. Was exhausted, after teaching (2:45 to  5:30 p.m.). Usually go to bad at 1 a.m. or later but, last night, I was just out.

Woke up at 4. Yes, 4 a.m.! That’s not really me. But seven hours of sleep is rather decent so, I eventually decided to stay up.

Did a few things such as respond to emails, manage some class-related matters, responded to Jess about social bookmarking, looked at some observation reports from my “intro to culture” class…

And, eventually, made myself a cup of coffee.

Now, coffee really is a passion, for me. Like beer and music (which are, to me, all related). I’m quite intense about coffee. It’s not that I need caffeine. It’s that coffee is a major part of my sensory experience.

One of my posts on CoffeeGeek has generated hundreds of replies. In fact, I was going to post a new message in that thread to revive it, yet again. But the coffee I’m having was not brewed in a Brikka, so it’s somewhat off-topic for that specific thread.

Three days ago, I roasted some Javan Domaine, some Ugandan Bugisu, and some Ethiopian Sidamo. About 105g each. All the green beans were bought at Terra. All roasted to some point during second crack. None of them really dark but some were pretty much at the silk level.

That blend was ok but not yet to my liking. Something was missing to give it depth, balance, roundness. Can’t remember the specifics (I forget my less-favourable experiences, which does make me happier). But it wasn’t doing it for me.

So, yesterday, I roasted some Costa Rican Spring Mountain to blend with the rest. The Brikka cup I got soon after that was quite good. Very complex aroma. Wild.

This morning, I got some of the same aromas in my moka pot cup. Oh, it’s nowhere near the best cup I’ve had. It’s even flawed, in some ways. But it fits. Ideal for today. The first whiff I took was a very pleasing experience and the memory of that whiff remains with me. It changes everything.

Well, ok, not quite. But, at least, it motivates me to post a coffee-related blog entry.

As luck would have it, someone will probably reply with their own coffee experiences.

That’d be nice! 🙂

Plug a blog

Hey, blog-brothers and sisters!

Feel free to put a plug to your blog, here. Doesn’t even need to rhyme.

Got the idea from YULBlog last night and thought it might be neat. (Besides, it’s a shameless attempt at getting more comments and/or pings.)

Otherwise, if you came for stuff about craft and homebrewed beer, homeroasting and other coffee geekery, or musical diversity, do browse and comment.

I also have two blogs on music. One for a course in the anthropology of music, the other Thinking Globalisation Through Music.

Though it might not seem so obvious, I’m longing for comments… 😉

Comment-Fishing: Think It Through

As I notice that provocative and opinionated pronouncements are more likely to garner feedback than carefully crafted balanced thoughts, I’ll say it like this: bloggers should think before they blog! :-S

What I really mean to rant about is that the part of blogging I dislike the most is time-sensitivity. Knee-jerk reactions are great for blogging and I do believe in RERO. But there’s a point at which people seem to care too much about posting at the right time. Some even want to be the first person to blog a given issue. Is it the blogging equivalent of scooping??

Ok, ok, I’m about as guilty as anyone else. Partly because I have long lists of things I want to talk about and there are some cool streams of consciousness effects in the bringing of current issues in the same conversations. This is, in fact, where blogging is most interactive, IMHO.

Sheesh! Can’t people just think, once in a while?

Stable Bilingualism and Multilingualism in Canada

This is a slightly edited version of one of my posts on the LingAnth mailing-list. Susan Ervin-Tripp had posted a message about endangered languages. I mused about possibilities for bilingualism or multilingualism to be stable. Claire Bowern described such patterns. As a follow-up, Peter Patrick mentioned the Canadian situation. As a Québécois, I felt compelled to post something about what I perceive Canadian bilingualism and multilingualism to be like. This is not meant as an expert opinion on the situation.

Without further ado…

Glad to see such an interesting discussion about language diversity. My two (Canadian) cents, to keep the ball rolling. (I’m sending those comments as a French-speaking linguistic anthropologist from Montreal who is not a specialist of Canada.)
Bilingualism in Canada is quite specific. Unless otherwise specified, the term “bilingual” refers to individuals who are fluent in both French and English. There is a perceived imbalance in the degree of “bilingualism” among French- and English-speakers. Bilingualism in other languages tends to be treated separately. Fluency is evaluated using many criteria, including “accent” and even eloquence.
English and French are the (only) two official languages in Canada. Official status for both languages has important consequences in federal politics and administration. Given the official status of both languages, bilingualism often implies advantages in professional placement. New Brunswick is the only province to be officially bilingual (it has the largest French-speaking population outside of Quebec); Quebec is officially French-speaking (with important political consequences); other provinces are officially English-speaking; territories follow federal regulations, though Inuktitut/Inuinnaqtun has official status in Nunavut (not sure on the details).
Functional bilingualism can be said to be fairly stable in some specific regions. However, the situation in most French-speaking communities outside of Quebec is usually perceived as a potential switch from French to English: children of “inter-marriages” are likely to only speak English. This switch is perceived, in French-speaking communities, as tantamount to language loss. Language insecurity is at rather high levels in many French-speaking communities outside of Quebec.
In Quebec, the perceived likelihood that French would disappear has decreased dramatically over the past several years. In such a situation, bilingualism is infrequently perceived as a threat. French-speaking Quebeckers appear quite secure in their (our) language use and they (we) will often use English in multi-lingual situations, without any fear of language, status, or identity loss. Perhaps because of French language ideology, English-speakers fluent in French tend not to speak French with native speakers of the language (outside of formal contexts in which bilingualism might be expected).In short, the general model is one of monolingual communities (either French- or English-speaking) with bilingual individuals.Multilingualism is often seen as a completely separate issue. Apart from the status of the French language here, multilingualism in Canada seems fairly comparable to multilingualism in the U.S., despite significant differences in policies and in perceptions. A simplistic explanation of differences: for a relatively long time, Canadian policies have tended to emphasize the right for immigrant groups to “maintain their cultural identities,” including their native languages (the “mosaic” model instead of the “melting pot”); several languages besides English and Spanish are involved in social and political issues; multilingualism is probably more of an urban phenomenon throughout Canada (most of the Canadian population is concentrated in a relatively small number of cities); languages of First Nations/Aboriginal/Native/Autochtonous groups are the object of some concern but relatively little attention is paid to those issues by the general population.
Regardless of these issues, the three-generation pattern [monolingual to bilingual to monolingual] is perceived as the dominant one throughout Canada, with relatively few exceptions. Stable bilingualism in, say, Punjabi and English or Italian and French is usually limited to specific neighborhoods in one of Canada’s largest cities.
To briefly go back to the original article which sparked this discussion, language diversity in Canada is probably increasing but the notion that this diversity might threaten English is rather uncommon. One of the reasons might be that functional bilingualism is perceived favourably by many people.

I’m posting it here because I’d be delighted to get feedback on it. More specifically, I’d like to be proven wrong on some of those issues. The best way to overcome one’s own biases is to publicly discuss them and it’s quite possible that my perspective or that my observations are flawed.

In fact, I noticed after posting that message that the Northwest Territories (NT) follow their own language policies, giving official status to several Aboriginal languages. From a page on language rights:

The Official Languages Act recognizes the following Official Languages: Chipewyan, Cree, Dogrib, English, French, Gwich’in, Inuktitut, (including Inuvialuktun and Inuinnaqtun) and Slavey (including North and South Slavey). They are given equal status according to the individual provisions of the Act.

I originally thought that Nunavut (NU) was the only Canadian Territory with its own language policies (different from federal policies). My impression is now that the status of Inuktitut/Inuinnaqtun in NU is “more official” than the status of Aboriginal languages in NT, but that might have to do with the fact that NU’s governmental website seems to be fully available in Inuktitut/Inuinnaqtun and the NT one is only available in English. If I’m not mistaken, Yukon (YK) directly follows language policies from the federal government. Of the three territories, NU has the highest proportion of native speakers of neither English nor French (71.4% in 2001). NT has a much lower proportion of native speakers of neither English nor French (19.4% in 2001). YK only had 9.9% of native speakers of neither English nor French in 2001.

(Interesting statistics on languages in Canada’s provinces and territories.)One thing I’m really not sure about is how different Canada is from the United States in terms of languages of “First Nations/Aboriginal/Native/Autochtonous groups.” From colleagues who work with such groups, I get the impression that some groups are “better off” on one side of the U.S./Canada border than some other groups but that, maybe, the situation is fairly equivalent on either side. I would assume that such a pattern would apply to language policies but I don’t know much about any of this. My general impression is that Inuktitut, Ojibwa, and Cree languages are rather well-protected in Canada and that Navajo and Ojibwa are well-protected in the United States. This impression might have more to do with my rudimentary knowledge about the number of speakers of those languages in the United States and Canada than with actual language policies.Another thing that would merit discussion is the proportion of active bilinguals among French- and English-speaking communities. The overwhelming impression among French-speakers (at least in Quebec and New Brunswick) is that they (we) are the ones who “accommodate” English-speakers by speaking English even in situations in which French-speakers greatly outnumber English-speakers. However, it seems to be a contentious subject as English-speakers are said to feel that they are the ones accommodating French-speakers. Some English-speaking friends alluded to this, but language use is a bit too touchy a subject for conversation among “bilingual” friends. There’s a lot of research on those issues, some of which I have read, but I’m still not clear on what is really going there. So I was walking on egg shells when I wrote my message, trying not to make any specific claim about accommodation. As a French-speaker who has lived in both Quebec and New Brunswick, my strong impression is that we, in fact, do accommodate much more frequently than English-speakers would in most informal situations. I really would like to be proven wrong, as I can’t wrap my head around the discrepancy. I guess that this is the point at which I’m too much of a French-speaker.

Another reason for me to post that message here is that, apparently, a colleague would like to use my message (as is) in class. Not that I expect others to use it but in such a situation, it seems even more important for me to ensure that my message isn’t too inaccurate.

So, again, I’d be really happy if some people could post comments here telling me inaccuracies in my short explanation on language diversity in Canada.