Category Archives: Ethnography

alter-globalization, cellphones, comment-fishing, cultural anthropology, culture, Ethnography, geek culture, geeks, globalisation, globalization, glocal, glocalisation, glocalization, groupthink, linkfest, mindshare, moral enterpreneurs, opinions, quickies, ramblings, shameless plug, Tech, techno enthusiasts, techno lust, technology, trendiness, trends

The Geek Niche (Draft)

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As explained before, I am not a “visual” thinker. Unlike some other people, I don’t draw witty charts all the time. However, I do occasionally think visually. In this case, I do “see” Venn diagrams and other cutesy graphics. What I’m seeing is the proportion of “geeks” in the world. And, to be honest, it’s relatively clear for me. I may be completely off, but I still see it clearly.

Of course, much of it is about specifying what we mean by “geek.” Which isn’t easy for someone used to looking at culture’s near-chaotic intricacy and intricacies. At this point, I’m reluctant to define too clearly what I mean by “geek” because some people (self-professed geeks, especially) are such quick nitpickers that anything I say about the term is countered by more authorized definitions. I even expect comments to this blog entry to focus on how inaccurate my perception of geeks is, regardless of any other point I make.

Ah, well…

My intention isn’t to stereotype a group of people. And I don’t want to generalize. I just try to describe a specific situation which I find very interesting. In and of itself, the term “geek” carries a lot of baggage, much of which is problematic for anyone who is trying to understand an important part of the world in which we all live. But the term is remarkably useful as a way to package an ethos, a style, a perspective, an approach, a worldview, a personality type. Among those who could be called “geeks” are very diverse people. There might not even a single set of criteria to define who should legitimately be called a “geek.” But “geekness” is now a reference for some actions, behaviors, markets, and even language varieties. Describing “geeks” as a group makes some sense, even if some people get very sensitive about the ways geeks are described.

For the record, I don’t really consider myself a geek. At the same time, I do enjoy geekness and I consider myself geek-friendly. It’s just that I’m not an actual insider to the geek coterie.

Thinking demographically has some advantages in terms of simplification. Simple is reassuring, especially in geek culture. So, looking at geek demographics on a broad scale…

First, the upper demographic limit for geekery. At the extreme, the Whole Wide World. What’s geeky about The World?

Number of things, actually. Especially in terms of some key technologies. Those technologies some people call “the tech world.” Consumer electronics, digital gadgets, computers…

An obvious tech factor for the upper limit of geekness is the ‘Net. The Internet is now mainstream. Not that everyone, everywhere truly lives online but the ‘Net is having a tremendous impact on the world as a whole. And Internet penetration is shaping up, in diverse parts of the world. This type of effect goes well with a certain type of “low-level geekness.” Along with widespread online communication, a certain approach to the world has become more prominent. A techno-enthusiastic and troubleshooting approach I often associate with engineering. Not that all engineers uses this type of approach or that everyone who uses this type of approach is an engineer. But, in my mind, it’s an “engineering worldview” similar to an updated set of mechanistic metaphors.

Another obvious example of widespread geek-friendly technology is the cellphone. Obvious because extremely widespread (apparently, close to half of the human population of the planet is cellphoned). Yet, cellphones are the geekiest technology item available. What makes them geeky, in my eyes, is the way they’re embedded in a specific social dynamic emphasizing efficiency, mobility, and “always-on connectivity” along with work/life, group/individual, and public/private dichotomies.

The world’s geekiness can also be observed through other lenses, more concerned with the politic and the social drive of human behavior. Meritocracies, relatively non-judgemental ethics, post-national democracies, neo-liberal libertarianism, neo-Darwinian progress-mindedness, networked identities… Figures on populations “affected” by these geeky dimensions of socio-political life are hard to come by and it’s difficult to tell apart these elements from simple “Westernization.” But it’s easy to conceive of a geeky version of the world in which all of these elements are linked. In a way, it’s as if the world were dominated by geekdom.

Which brings me to the lower demographic limit for geekiness: How many “true geeks” are there? What’ are the figures for the “alpha geek” population?

My honest guesstimate? Five to ten million worldwide, concentrated in a relatively small number of urban areas in North America and Eurasia. I base this range on a number of hunches I got throughout the years. In fact, my impression is that there are about two million people in (or “oriented toward”) the United States who come close enough to the geek stereotype to qualify as “alpha geeks.” Haven’t looked at academic literature on the subject but judging from numbers of early adopters in “geeky tech,” looking at FLOSS movements, thinking about desktop Linux, listening to the “tech news” I don’t think this figure is so far off. On top of these U.S. geeks are “worldwide geeks” who are much harder to count. Especially since geekness itself is a culture-specific concept. But, for some reason, I get the impression that those outside the United States who would be prototypical geeks number something like five million people, plus or minus two million.

All this surely sounds specious. In fact, I’m so not a quant dude, I really don’t care about the exact figure. But my feeling, here, is that this ultra-geeky population is probably comparable to a large metropolitan area.

Of course, geeks are dispersed throughout the world. Though there are “geek meccas” like Bangalore and the San Francisco Bay Area, geeks are often modern cosmopolitans. They are typically not “of a place” and they navigate through technology institutions rather than through native locales. Thanks to telecommuting, some geeks adopt a glocal lifestyle making connections outside of their local spheres yet constructing local realities, at least in their minds. In some cases, übergeeks are resolute loners who consciously try to avoid being tied to local circles.

Thanks in part to the “tech industry” connections of geek society, geek-friendly regions compete with one another on the world stage.

Scattered geeks have an impact on local communities and this impact can be disproportionately large in comparison to the size of the geek population.

…

Started this post last week, after listening to Leo Laporte’s  TWiT “netcast.” 

The TWiT Netcast Network with Leo Laporte

 …

I wanted to finish this post but never got a round tuit. I wanted to connect this post with a few things about the connection between “geek culture” in the computer/tech industry and the “craft beer” and “coffee geek” movements. There was also the obvious personal connection to the subject. I’m now a decent ethnographic insider-outsider to geek culture. Despite (thanks to) the fact that, as a comment-spammer was just saying, I’m such a n00b.

Not to mention that I wanted to expand upon JoCo‘s career, attitude, and character (discussed during the TWiT podcast). And that was before I learned that JoCo himself was coming to Austin during but not through the expensive South by Southwest film/music/interactive festivals.

If I don’t stop myself, I even get the urge to talk about the politics of geek groups, especially in terms of idealism. 

This thoughtful blogpost questioning the usefulness of the TED conference makes me want to push the “publish” button, even though this post isn’t ready. My comments about TED aren’t too dissimilar to many of the things which have appeared in the past couple of days. But I was going to focus on the groupthink, post-Weberian neo-liberalism, Well/Wired/GBN links, techy humanitarianism, etc.

 

Ah, well… 

Guess I should just RERO it and hope for the best. Maybe I’ll be able to leave those topics behind. RSN. 

TBC. 

Apple, cellphones, Ethnography, glocalization, Google, iPhone, location-specific, PDAs, predictions, smartphones, techno enthusiasts, techno lust, wishful thinking, wishlists

I Want It All: The Ultimate Handheld Device?

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In a way, this is a short version of a couple of posts I’ve been planning. RERO‘s better than keeping drafts.

So, what do I want in the ultimate handheld device? Basically, everything. More specifically, I’ve been thinking about the advantages of merging technologies.

At first, I was mostly thinking about “wireless” in general. Something which could bring together WiFi (802.11), WiMAX, and (3G) cellular networks. The idea being that you can get the advantages from all of these so that the device can be online pretty much all the time. It’s a pipedream, of course, but it’s a fun dream to have.

And then, the release of location services on the iPhone and iPod touch made me think about some kind of hybrid positioning system, using GPS, Google’s cellphone-based positioning, and Skyhook‘s Wi-Fi Positioning System (WPS).

A recent article in USA Today explains Skyhook’s strategy:

Jobs, iPhone have Skyhook pointed in right direction – USATODAY.com

And the Skyhook site itself has some interesting scenarios for WPS use in navigation, social networking, content management, location-specific marketing, gaming, and tracking. It seems rather clear to me that positioning systems in general have a rather bright future. I also don’t really see a reason for one positioning system to exclude the others (apart from technological and financial issues).

Positioning will be especially useful if it ever becomes really commonplace. Part network effect, part glocalization.

Of course, there are still several issues to solve. Including privacy and safety concerns. But a good system would make it possible for the user to control her/his positioning information (when and where the user’s coordinates are made available, and how precise they are allowed to be). Even without positioning systems, many of us have been using online mapping services (including Google Maps) to reveal some details about our movements. Typically, we’re fine with even perfect strangers knowing that we’ve been through a public space in the past yet we may only provide precise and up-to-date location details to people we trust. There’s no reason a positioning system on a handheld device should only work in one situation.

Now, I’m not saying that positioning is the “ultimate handheld device’s killer app.” But positioning is the kind of feature which opens up all sorts of possibilities.

And, actually, I’ve been thinking about GPS devices for quite a while. Unfortunately, most of them are either quite expensive or meant almost exclusively for car navigation or for outdoor activities. As a non-wealthy compulsive pedestrian who hasn’t been doing much outdoors in recent years, a dedicated GPS device never seemed that reasonable a purchase.

But as a semi-nomadic ethnographer, I often wished I had an easy way to record where I was. In fact, a positioning-enabled handheld device could be quite useful in ethnographic fieldwork. Several things could be made easier if we were able to geotag field material (including fieldnotes, still pictures, and audio recordings). And, of course, colleagues in archeology have been using GPS and GIS for quite a while.

Of course, any smartphone with a positioning system could help. Apple’s iPhone is one and we already know that smartphones compatible with Google’s Android will be able to have location-based functionalities. Given Google’s lead in terms of maps and cellphone-based positioning, those Android devices do sound rather close to the ultimate handheld device.

alter-globalization, Anthropology, applied anthropology, cellphones, cult of personality, cultural awareness, economics, Education, education systems, enthusiasm, Ethnography, globalization, groupthink, hegemony, iPhone, naïve, naïveté, Nation-States, OLPC, One Laptop Per Child, optimism, technology, troubleshooting approach, United States

Optimism From OLPC

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To say the least, I’ve been ambivalent about the One Laptop Per Child project. And I was not alone in my OLPC discomfort.

But now, I feel optimistic. Not about the OLPC project. But because that project is enabling something important.

Continue reading Optimism From OLPC →

Ethnography, praises, satisfaction, surveys

Praises for AT&T

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Wow!

I’m impressed.

No, I’m not a shill for AT&T. And I’m not even an AT&T customer yet.

So, what am I impressed by?

Customer service.

Quality of customer service.

Customer service representatives who do their job well.

Instead of just assuming that it should happen all the time and complain when it doesn’t, I get really impressed when it happens. Call me weird or naïve. Really, I don’t mind. I’m funny that way.

So…

My wife and I are moving to Austin, TX in a couple of weeks. She’s currently in NoHo, Massachusetts while I’m in Montreal, Qc. Because she doesn’t currently have her “social” for the U.S., I was to order phone and broadband services. We basically don’t need anything else, besides electricity.

Shopped around a bit. Asked some people over there about alternatives. People who are currently with AT&T said they had no problem with it. Someone with MCI is thinking of switching back to AT&T. Some people gave me more specific advice on plans, including measured service.

For one thing, AT&T’s phone plans are very affordable. Hard to beat, even. Measured service is exactly what we need as we’ll be making very few calls. It’s mostly a way to get incoming calls and have a landline for emergencies. I might end up with a cellphone at some point, but not right away.

Broadband isn’t too different. As someone said, broadband is pretty much a commodity so, unless there’s a very specific issue, any provider would do. I’ve been using DSL with Bell for a while and it’s quite decent. AT&T’s DSL plans are, again, very affordable and quite flexible. Better yet, the plans have no term commitment.

So I was pretty much set. I wanted to get a measured line as our primary residential phone line and the “Pro DSL” package (3Mbps).

Started the ordering process online. Entered our new home’s address. Wasn’t in the database. Spelled out the street number instead of using a digit and the address was found. But with the wrong zip code. Not slightly wrong, as from a neighbourhood close by. Completely wrong. Hundreds of miles away. But the city name was right. Didn’t want to risk it so I decided to complete the order with some assistance.

While doing all of this, a floating box appeared on the page to allow me to chat with a CSR. Normally, such a box might be quite annoying. But, in this case, it was exactly what I needed.

So I chatted with a CSR named Rachel. Got straightforward answers to all questions I had. One advantage of doing this kind of thing through chat is that it’s easy to copy and paste. Plus, you don’t get issues with trying to perceive tone or anything. It works.

I still needed to call customer service if I wanted to check the address from the database. Seemed perfectly reasonable. I could have proceeded with an online order but I really wanted to make sure everything was set right.

So I called the toll-free number, using Skype. (My headset is quite comfortable.)

Contrary to the experience most people have on most occasions, the voice-activated system was actually quite good. Very conversational and natural. Did a good job at recognizing everything which would be in a restricted list (numbers, place names, yes/no answers…). The recognition of a free-form answer was trickier but the NLP itself was quite efficient. It’s just that it’s difficult to pinpoint an issue like the one I was having with a few words. What’s more interesting, though, is that the system “failed gracefully.” Not only did it allow me to try another way to phrase my issue but it provided different examples every time. The nice little added touch was that, the first time it failed to understand my query, it asked “Did I get that right?” and when I answered “no” it actually said “My mistake.” Sounds really silly, but little things like that do help.

I got my query right the third time (by broadening it) and, after confirmation that this was what I wanted, I was directed to a CSR. Waiting time was less than a minute.

At this point, I just wanted to get information about the database entry for our address. My expectations were fairly low. But the CSR did exactly what he needed to do. (Didn’t catch his name. Given his accent, I would be very surprised if he weren’t from the U.S.) While I was just calling to make sure the address was right, I ended up ordering the services directly through the CSR. I may have missed on a deal but I really think it was worth it. The CSR was that good.

What did this CSR do so right? Simple things.

  • He adopted exactly the right tone with me, neither patronizing nor “salesmanish.”
  • He adopted the appropriate “colloquial yet respectful” form of speech.
  • He solved the database issue very efficiently.
  • He understood exactly what I wanted. Right away, he understood that the phone line I wanted was the most basic one.
  • He never tried to upsell me on anything. In fact, he reassured me that I might not need a protection plan for the lines in our new place.
  • He was frank about what the complimentary calling card would be. (I’m still getting it and I’m sure I’ll use it in an emergency, despite the ridiculously high rates charged.)
  • He explained everything he was doing.
  • He never put me on hold.
  • He explained every detail of each plan I was ordering.
  • He answered questions I didn’t even realize I wanted to ask.
  • He did everything his job required him to do.

I fully realize that many an administrator would look at this list and think that this CSR should get reprimanded or even fired. Especially since he was frank with me and never tried to upsell me on anything. But what many an administrator doesn’t seem to understand is that this quality of customer service goes a long way to bring in faithful customers.

I think that one key here is “basic psychology” and the importance of context. This CSR was able to adapt to my “style” right away. His strategy might not have worked with somebody else. But I’m actually convinced that he would have adapted his strategy according to my reactions. The exact opposite of “cookie cutter solutions.” Customized, personalized, tailored service. As if we were doing business in a small store.

Naysayers will say that my experience was positive because I was actually ordering a service. It will surely go downhill from there. That’s quite possible but, if it does, we will just switch our services to some other company. Not having a term commitment is very valuable, in this case. Besides, I will likely not have to do business with them directly very frequently, unless the services stop working. And the prices are low enough that our stakes in the matter are also quite low.

One reason I’m thinking so much about this is that I have done phone surveys about CSRs in the past. In fact, the surveys were about a phone company. When I completed the order and ended my call to customer service, I was thinking about my answers to survey questions (if I ever get asked). What is sad about surveys is that it’s impossible to give anyone any insight as to what, to me, constitutes excellent customer service. Sure, the ethnographer in me has to say this. But I think it goes beyond the differences in research methodology.

I just wish more people were to understand needs of different people.

Academia, academic publishing, comment-fishing, Ethnography, Facebook, Google, groupthink, linkfest, podcasts, ramblings, shameless plug, social bookmarking, workflow, Yulblog

Less Than 30 Minutes

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Nice!

At 20:27 (EST) on Saturday, November 17, 2007, I post a blog entry on the archaic/rare French term «queruleuse» (one equivalent of “querulous”). At 20:54 (EST) of the same day, Google is already linking my main blog page as the first page containing the term “queruleuse” and as the fourth page containing the term “querulente.” At that point in time, the only other result for “queruleuse” was to a Google Book. Interestingly enough, a search in Google Book directly lists other Google Books containing that term, including different versions of the same passage. These other books do not currently show up on the main Google search for that term. And blogs containing links to this blog are now (over two hours after my «queruleuse» post) showing above the Google Book in search results.

Now, there’s nothing very extraordinary, here. The term «queruleuse» is probably not the proper version of the term. In fact, «querulente» seems a bit more common. Also, “querulous” and “querulent” both exist in English, and their definitions seem fairly similar to the concept to which «queruleuse» was supposed to refer. So, no magic, here.

But I do find it very interesting that it takes Google less than a half hour for Google to update its database to show my main page as the first result for a term which exists in its own Google Books database.

I guess the reason I find it so interesting is that I have thought a bit about SEO, Search Engine Optimization. I usually don’t care about such issues but a couple of things made me think about Google’s PageRank specifically.

One was that someone recently left a comment on this very blog (my main blog, among several), asking how long it took me to get a PageRank of 5. I don’t know the answer but it seems to me that my PageRank hasn’t varied since pretty much the beginning. I don’t use the Google Toolbar in my main browser so I don’t really know. But when I did look at the PR indicator on this blog, it seemed to be pretty much always at the midway point and I assumed it was just normal. What’s funny is that, after attending a couple Yulblog meetings more than a year ago, someone mentioned my PageRank, trying to interpret why it was so high. I checked that Yulblogger’s blog recently and it has a PR of 6, IIRC. Maybe even 7. (Pretty much an A-List blogger, IMHO.)

The other thing which made me think about PageRank is a discussion about it on a recent episode of the This Week in Tech (TWiT) “netcast” (or “podcast,” as everybody else would call it). On that episode, Chaos Manor author Jerry Pournelle mused about PageRank and its inability to provide a true measure of just about anything. Though most people would agree that PageRank is a less than ideal measure for popularity, influence, or even relevance, Pournelle’s point was made more strongly than “consensus opinion among bloggers.” I tend to agree with Pournelle. 😉

Of course, some people probably think that I’m a sore loser and that the reason I make claims about the irrelevance of PageRank is that I’d like to get higher in a blogosphere’s hierarchy. But, honestly, I had no idea that PR5 might be a decent rank until this commenter asked me about. Even when the aforementioned Yulblogger talked about it, I didn’t understand that it was supposed to be a rather significant number. I just thought this blogger was teasing (despite not being a teaser).

Answering the commenter’s question as to when my PR reached 5, I talked about the rarity of my name. Basically, I can always rely on my name being available on almost any service. Things might change if a distant cousin gets really famous really soon, of course… ;-) In fact, I’m wondering if talking about this on my blog might push someone to use my name for some service just to tease/annoy me. I guess there could even be more serious consequences. But, in the meantime, I’m having fun with my name’s rarity. And I’m assuming this rarity is a factor in my PageRank.

Problem is, this isn’t my only blog with my name in the domain. One of the others is on Google’s very own Blogger platform. So I’m guessing other factors contribute to this (my main) blog’s PageRank.

One factor is likely to be my absurdly long list of categories. Reason for this long list is that I was originally using them as tags, linked to Technorati tags. Actually, I recently shortened this list significantly by transforming many categories into tags. It’s funny that the PageRank-interested commenter replied to this very same post about categories and tags since I was then positing that the modification to my categories list would decrease the number of visits to this blog. Though it’s hard for me to assess an actual causal link, I do get significantly less visits since that time. And I probably do get a few more comments than before (which is exactly what I wanted). AFAICT, WordPress.com tags still work as Technorati tags so I have no idea how the change could have had an impact. Come to think of it, the impact probably is spurious.

A related factor is my absurdly long blogroll. I don’t “do it on purpose,” I just add pretty much any blog I come across. In fact, I’ve been adding most blogs authored by MyBlogLog visitors to this blog (those you see on the right, here). Kind of as a courtesy to them for having visited my blog. And I do the same thing with blogs managed by people who comment on this blog. I even do it with blogs by pretty much any Yulblogger I’ve come across, somehow. All of this is meant as a way to collect links to a wide diversity of blogs, using arbitrary selection criteria. Just because I can.

Actually, early on (before I grokked the concept of what a blogroll was really supposed to be), I started using the “Link This” bookmarklet to collect links whether they were to actual blogs or simply main pages. I wasn’t really using any Social Networking Service (SNS) at that point in time (though I had used some SNS several years prior) and I was thinking of these lists of people pretty much the same way many now conceive of SNS. Nowadays, I use Facebook as my main SNS (though I have accounts on other SNS, including MySpace). So this use of links/blogrolls has been superseded by actual SNS.

What has not been superseded and may in fact be another factor for my PageRank is the fact that I tend to keep links of much of the stuff I read. After looking at a wide variety of “social bookmarking systems,” I recently settled on Spurl (my Spurl RSS). And it’s not really that Spurl is my “favourite social bookmarking system evah.” But Spurl is the one system which fits the most in (or least disrupts) my workflow right now. In fact, I keep thinking about “social bookmarking systems” and I have lots of ideas about the ideal one. I know I’ll be posting some of these ideas someday, but many of these ideas are a bit hard to describe in writing.

At any rate, my tendency to keep links on just about anything I read might contribute to my PageRank as Google’s PageRank does measure the number of outgoing links. On the other hand, the fact that I put my Spurl feed on my main page probably doesn’t have much of an impact on my PageRank since I started doing this a while after I started this blog and I’m pretty sure my PageRank remained the same. (I’m pretty sure Google search only looks at the actual blog entries, not the complete blog site. But you never know…)

Now, another tendency I have may also be a factor. I tend to link to my own blog entries. Yeah, I know, many bloggers see this as self-serving and lame. But I do it as a matter of convenience and “thought management.” It helps me situate some of my “streams of thought” and I like the idea of backtracking my blog entries. Actually, it’s all part of a series of habits after I started blogging, 2.5 years ago. And since I basically blog for fun, I don’t really care if people think my habits are lame.

Sheesh! All this for a silly integer about which I tend not to think. But I do enjoy thinking about what brings people to specific blogs. I don’t see blog statistics on any of my other blogs and I get few enough comments or trackbacks to not get much data on other factors. So it’s not like I can use my blogs as a basis for a quantitative study of “blog influence” or “search engine relevance.”

One dimension which would interesting to explore, in relation to PageRank, is the network of citations in academic texts. We all know that Brin and Page got their PageRank idea from the academic world and the academic world is currently looking at PageRank-like measures of “citation impact” (“CitationRank” would be a cool name). I tend to care very little about the quantitative evaluation of even “citation impact” in academia, but I really am intrigued by the network analysis of citations between academic references. One fun thing there is that there seems to be a high clustering coefficient among academic papers in some research fields. In some cases, the coefficient itself could reveal something interesting but the very concept of “academic small worlds” may be important to consider. Especially since these “worlds” might integrate as apparently-coherent (and consistent) worldviews.

Groupthink, anyone? 😉

Academia, comment-fishing, diversity, Education, Ethnography, ivory tower, Learning, professors, qualitative research, ramblings, research, scholarship, schools, soapbox, Teaching, Universities, University rankings

Schools, Research, Relevance

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The following was sent to the Moodle Lounge.

Business schools and research | Practically irrelevant? | Economist.com

My own reaction to this piece…
Well, well…
The title and the tone are, IMHO, rather inflammatory. For those who follow tech news, this could sound like a column by John C. Dvorak. The goal is probably to spark conversation about the goals of business schools. Only a cynic (rarely found in academia 😛 ) would say that they’re trying to increase readership. 😎

The article does raise important issues, although many of those have been tackled in the past. For instance, the tendency for educational institutions to look at the short-term gains of their “employees’ work” for their own programs instead of looking at the broader picture in terms of social and human gains. Simple rankings decreasing the diversity of programmes. Professors who care more about their careers than about their impact on the world. The search for “metrics” in scholarship (citation impact, patents-count, practical impact…). The quest for prestige. Reluctance to change. Etc.

This point could lead to something interesting:

AACSB justifies its stance by saying that it wants schools and faculty to play to their strengths, whether they be in pedagogy, in the research of practical applications, or in scholarly endeavour.

IMHO, it seems to lead to a view of educational institutions which does favour diversity. We need some schools which are really good at basic research. We need other schools (or other people at the same schools) to be really good ast creating learning environments. And some people should be able to do the typical goal-oriented “R&D” for very practical purposes, with business partners in mind. It takes all kinds. And because some people forget the necessity for diverse environments, it’s an important point to reassess.
The problem is, though, that the knee-jerk reaction apparently runs counter to the “diversity” argument. Possibly because of the AACSB’s own recommendations or maybe because of a difference of opinion, academics (and the anonymous Economist journalist) seem to understand the AACSB’s stance as meaning that all programs should be evaluated with the exact same criteria which give less room for basic research. Similar things have been done in the past and, AFAICT, basic research eventually makes a comeback, one way or the other. A move toward “practical outcomes” is often a stopgap measure in a “bearish” context.

To jump on the soapbox for a second. I personally do think that there should be more variety in academic careers, including in business schools. Those who do undertake basic research are as important as the others. But it might be ill-advised to require every faculty member at every school to have an impressive research résumé every single year. Those people whose “calling” it is to actually teach should have some space and should probably not be judged using the same criteria as those who perceive teaching as an obstacle in their research careers. This is not to say that teachers should do no research. But it does mean that requiring proof of excellence in research of everyone involved is a very efficient way to get both shoddy research and dispassionate teaching. In terms of practical implications for the world outside the Ivory Tower, often subsumed under the category of “Service,” there are more elements which should “count” than direct gain from a given project with a powerful business partner. (After all, there is more volatility in this context than in most academic endeavours.) IMHO, some people are doing more for their institutions by going “in the world” and getting people interested in learning than by working for a private sponsor. Not that private sponsors are unimportant. But one strength of academic institutions is that they can be neutral enough to withstand changes in the “market.”

Phew! 😉

Couldn’t help but notice that the article opens the door for qualitative and inductive research. Given the current trend in and toward ethnography, this kind of attitude could make it easier to “sell” ethnography to businesses.
What made me laugh in a discussion of video-based ethnographic observation is that they keep contrasting “ethnography” (at least, the method they use at EverydayLives) with “research.” 😀

The advantage of this distinction, though, in the context of this Economist piece, is that marketeers and other business-minded people might then see ethnography as an alternative for what is perceived as “practically irrelevant” research. 💡

Anthropology, cluefulness, comment-fishing, Ethnography, friendliness, journalism, Malcolm Gladwell, profiles, surveys, Tech

Customer Service on the Phone: Netflix

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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?

confessions, Ethnography, personal, ramblings, surveys, voice

Voice and Empathy

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Full disclosure. I do surveys. On the phone. For a marketing research firm.

No, no! Not a telemarketing firm! A research firm which uses survey results to improve the quality of the service offered by a client. Huge difference.

No, you most likely have not hung up on me. Very few people have done so and the readership of this blog is not such that it would be even remotely likely that you, dear reader, could be one of those few respondents who did hang up on me.

Why do I do it? Well, yes, it’s a job. A summer job, to be precise. But I could be doing (and have been doing) any number of other jobs. Yet, as an ethnographer, I felt compelled to give surveys a try. And I’m glad I did.

I actually did phone surveys as a summer job in 2005. Did it for the very reason that, while teaching ethnographic topics, I had been comparing ethnography with surveys even though I had never done surveys myself. Doing surveys on the phone seemed like a great way to learn more about those methods while getting an income at the same time. It worked like a charm.

Seems like I’m not the only one to think along those lines as I know at least two other anthropologists who are working at phone survey centres.

How do I like it? It’s really not so bad. The call centre where I work has a relatively nice atmosphere. More specifically, the supervisor and monitor provide exactly the type of supervision we need. Lots of positive feedback. Negative feedback is always given in a thoughtful manner. Both are very understanding and trusting with people who are serious at what they do. And there’s actually a notion of teamwork instead of competition.

I also learn a lot about myself. Not completely new things. Validation of what I thought of myself.

One is voice. My voice happens to be a valuable tool. Oh, I did notice this before. When I was in high school, some people kept telling me that I should become a news anchor or radio announcer because of my voice. The fact that I still had more of a European accent probably counted but it also had to do with actual voice quality. People thought I had a radio voice.

As shallow as it sounds, I do like my speaking voice. Not that it’s “the best voice ever” or that people stop me to tell me about my voice. But I do like the way I sound, overall. My voice used to be more pleasing than it is now. My GERD has had some detrimental effects on my voice. Especially my singing voice. But my voice is still pleasing enough that I receive positive feedback about it, on occasion.

The thing about my voice isn’t that it’s so good. But it’s a versatile voice and I do use it as a tool. It seems that I can adapt it to different situations, which is very useful.

Given my interests in acoustic anthropology, it should be no surprise that I think about voice fairly frequently. After all, I’m an audio guy. Like Steven Feld in Music Grooves, I wonder about the voice work of those women working for erotic phone lines. It would, in fact, be fascinating to do an ethnographic study of those workers, with a focus on voice work.

As anyone can guess, voice can also be quite important in teaching. I’m as much of an auditory learner as one can be. So, while teaching, I tend to use my voice for effect instead of other tools. It seems to work rather well with some people but I need to enhance my other teaching methods.

The other main thing doing phone surveys has taught me about myself is how empathetic I can get. Again, I knew this beforehand. I’m the kind of person who has a hard time watching a comedy about someone getting in all sorts of bad situations (“cringe” movies and such). I literally feel for them. When I watched The Sixth Sense, I felt the bullet enter my body.

Oh, sure. We’re all like that. But I get the feeling that my empathy levels are a bit extreme, at times.

Hannah Arendt would probably have said some negative things about this “personality trait” of mine. But I’ve learned to accept it.

What does this have to do with doing surveys on the phone? Quite a bit, actually. There are projects on which I can be very productive, mostly because of empathy. People hear that I care. Because I do care. A few other projects, I’m almost unable to do because of empathy. I need to get the feeling that those surveys can actually help improve the service people get. And I loathe being annoying to people.

On almost every survey I do at my current workplace, I can be very empathetic and it works very well. But I just worked on a project which was clearly annoying to respondents and it made me shrivel. The effect was quite intense. I had to take a long walk on my way back from work because I had realised something important about myself.

Hence this blog entry.

Anthropology, books, cellphones, development, Ethnography, globalisation, globalization, glocal, OLPC, One Laptop Per Child, Radio Open Source, technological determinism, United States

One Cellphone Per Child? Ethnographic Insight and Individualism

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Lots to mull over.

Haven’t read this report by Daniel Miller and Heather Horst (PDF) yet, but it does sound quite insightful:

The whole report is full of examples for ethnography’s ability to check (and often disprove) common-sense beliefs concerning the benefits of new technologies

Rich ethnographic reports about the uses of ICT in low-income communities « Culture Matters

Especially interesting to me is the discussion of the potential implications of cellphone use in “highly individualistic” Jamaica:

One promising way would be to provide limited internet access through the (highly popular) cell phone.

Rich ethnographic reports about the uses of ICT in low-income communities « Culture Matters

In some cases, Internet access through cellphones sounds more appropriate than Nicholas Negroponte‘s well-publicized brainchild, the One Laptop Per Child project. Like many others, I have been thinking about the implications of the OLPC project. And about the fact that cellphones might be a better tool than laptops in several of those contexts in which Euro-American technocrats try to empower others through technology.

On a Radio Open Source episode on the OLPC, cellphones were very briefly mentioned as an alternative to laptops. I really wish they had discussed the issue a tiny bit more.

After all, cellphones may be The Globalisation technology. And it can be very local. So “glocal” is the ugly but appropriate name.

One thing which makes me think cellphones may be more appropriate than laptops is the rate of penetration for cellphones in many parts of the world. Even in West Africa, where computer networks tend to be rather slow, cellphones seem quite appropriate.

A few months ago, I was discussing cellphone use in Africa with a Ghanaian professor of economics who made me realise that, contrary to what I thought, cellphones are quite compatible with African sociability. Yes, a cellphone can be the prototypical “individualistic device” but it can also be a way to integrate technology in social networks.

One problem with cellphones is the perception people may have of the technology, especially in educational contexts. Some school districts have banned the use of cellphones and such bans have led to intriguing discussions. Some people see cellphones as disruptive in learning environments but at least one teacher, Don Hinkelman, has found ways to use cellphones in the classroom. It seems relevant to point out that Don teaches in Japan, where cellphone technology seems to be “embedded in the social fabric” in ways which are quite distinct from the ways cellphones are used in North America.

Fellow anthropologist Mizuko Ito and others have published on cellphone use in Japan (see Savage Minds). Haven’t read the book but it sounds fascinating. Also interesting to note is the fact that books recommended by Amazon.com in relation to Ito’s Personal, Portable, Pedestrian mostly have to do with cellphone technology’s impact on social life. Yet anthropologists are typically anti-determinists, contrary to McLuhan followers.

Now, to loop this all back… Another book recommended for readers of Ito et al. is The Cell Phone: An Anthropology of Communication, written by Heather Horst and Daniel Miller. Yes, the authors of the article which sparked my interest.

Turns out, I should really learn more about what fellow anthropologists are saying about cellphones.

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academics, CBC, critical thinking, culture, Ethnography

"Let's Wilson It"

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Was listening to the podcast version of CBC’s Quirks and Quirks science program. The latest episode has some interesting segments, two of which are with men called D. Wilson. Just a coincidence, I’m sure, but it’s kind of funny. Especially since one of those Wilsons’ homepage mentions another Wilson: E.O. Wilson (who gave a TEDtalk recently).

Hence my cryptic title. Kind of a way to put things together in an apparently arbitrary fashion. Fun!

With these science shows, I guess attitude is everything. The first Wilson interview was with biological anthropologist Daniel H. Wilson, a roboticist whose Where’s My Jetpack? book sounds like a fascinating look at mid-20th C. futurism in the current context. Apart from the content of that interview, I truly enjoyed DHW’s cheeriness. While listening to him, I thought about blogging just about that. He sounds like a humanist, a technology enthusiast, and a critical thinker all wrapped into one person. IOW, he just sounded like an interesting and well-rounded person. Neat! I’m somewhat jealous of the fact that he makes a living writing non-fiction books, but who knows where life will be leading me in the next few years. 😉
The second Wilson interview was with David Sloan Wilson about his book Evolution for Everyone. Now, as a culturalist, I had some apprehensions when I heard the description of the book by the Q&Q host. In ethnographic disciplines, we’re extremely wary of the application of ideas from biological evolution to cultural phenomena. Many of us have a knee-jerk reaction to evolutionary claims on culture. Not because we want to protect culture. But because we typically find those theories reductive and simplistic. Add to this wariness the intricacies of the nurture/nature debate on the disciplinary level and you’re likely to get tensions between evolutionary biologists and culturalists on those issues. IOW, I was prepared for the worst but I thought I should listen to the interview anyway.

And I’m glad I did. Not that there was a lot of new ideas in what DSW said. But he sounded open-minded enough that his explanations didn’t rub too hard against my skin. In fact, I found a few things about which I can easily agree with him, including the fact that people should pay attention to both genetics and culture. Interestingly enough, DSW’s harsher words were directed at his colleagues in biological fields, especially Richard Dawkins.

Those idea with which I most readily agreed in the DSW interview were quite similar to what I got from music and cognition researcher Ian Cross. Simply put, biologically-savvy people seem to agree with us (culturalists) that human culture is adaptive. Where we differ has more to do with issues of causality and determinism than with the basic phenomena. It makes it easy to “set aside our differences” and talk about the actual relationships between culture and adaptation without reacting viscerally.

As is often the case with more biologically-oriented scholars, David Sloan Wilson’s concept of culture sounds fairly limited in scope or even sophistication. In the interview, he mentioned music and other things listed by the Q&Q host and then mostly talked about religion. It would have been useful if DSW had defined his concept of culture anthropologically but I’m not surprised that he didn’t do so on a science show. The reason I care is that I’m thinking about using this segment in some future cultural anthropology courses and I don’t want students to think that culture is limited to what we usually call “superstructure.”

Ah, well…