Category Archives: journalism

The Issue Is Respect

As a creative generalist, I don’t tend to emphasize expert status too much, but I do see advantages in complementarity between people who act in different spheres of social life. As we say in French, «à chacun son métier et les vaches seront bien gardées» (“to each their own profession and cows will be well-kept”).

The diversity of skills, expertise, and interest is especially useful when people of different “walks of life” can collaborate with one another. Tolerance, collegiality, dialogue. When people share ideas, the potential is much greater if their ideas are in fact different. Very simple principle, which runs through anthropology as the study of human diversity (through language, time, biology, and culture).

The problem, though, is that people from different “fields” tend not to respect one another’s work. For instance, a life scientist and a social scientist often have a hard time understanding one another because they simply don’t respect their interlocutor’s discipline. They may respect each other as human beings but they share a distrust as to the very usefulness of the other person’s field.

Case in point: entomologist Paul R. Ehrlich, who spoke at the Seminar About Long Term Thinking (SALT) a few weeks ago.

The Long Now Blog » Blog Archive » Paul Ehrlich, “The Dominant Animal: Human Evolution and the Environment”

Ehrlich seems to have a high degree of expertise in population studies and, in that SALT talk, was able to make fairly interesting (though rather commonplace) statements about human beings. For instance, he explicitly addressed the tendency, in mainstream media, to perceive genetic determinism where it has no place. Similarly, his discussion about the origins and significance of human language was thoughtful enough that it could lead other life scientists to at least take a look at language.

What’s even more interesting is that Ehrlich realizes that social sciences can be extremely useful in solving the environmental issues which concern him the most. As we learn during the question period after this talk, Ehrlich is currently talking with some economists. And, contrary to business professors, economists participate very directly in the broad field of social sciences.

All of this shows quite a bit of promise, IMVHAWISHIMVVVHO. But the problem has to do with respect, it seems.

Now, it might well be that Ehrlich esteems and respects his economist colleagues. Their methods may be sufficiently compatible with his that he actually “hears what they’re saying.” But he doesn’t seem to “extend this courtesy” to my own highly esteemed colleagues in ethnographic disciplines. Ehrlich simply doesn’t grok the very studies which he states could be the most useful for him.

There’s a very specific example during the talk but my point is broader. When that specific issue was revealed, I had already been noticing an interdisciplinary problem. And part of that problem was my own.

Ehrlich’s talk was fairly entertaining, although rather unsurprising in the typical “doom and gloom” exposé to which science and tech shows have accustomed us. Of course, it was fairly superficial on even the points about which Ehrlich probably has the most expertise. But that’s expected of this kind of popularizer talk. But I started reacting quite negatively to several of his points when he started to make the kinds of statements which make any warm-blooded ethnographer cringe. No, not the fact that his concept of “culture” is so unsophisticated that it could prevent a student of his from getting a passing grade in an introductory course in cultural anthropology. But all sorts of comments which clearly showed that his perspective on human diversity is severely restricted. Though he challenges some ideas about genetic determinism, Ehrlich still holds to a form of reductionism which social scientists would associate with scholars who died before Ehrlich was born.

So, my level of respect for Ehrlich started to fade, with each of those half-baked pronouncments about cultural diversity and change.

Sad, I know. Especially since I respect every human being equally. But it doesn’t mean that I respect all statements equally. As is certainly the case for many other people, my respect for a person’s pronouncements may diminish greatly if those words demonstrate a lack of understanding of something in which I have a relatively high degree of expertise. In other words, a heart surgeon could potentially listen to a journalist talk about “cultural evolution” without blinking an eye but would likely lose “intellectual patience” if, in the same piece, the journalist starts to talk about heart diseases. And this impatience may retroactively carry over to the discussion about “cultural evolution.” As we tend to say in the ethnography of communication, context is the thing.

And this is where I have to catch myself. It’s not because Ehrlich made statements about culture which made him appear clueless that what he said about the connections between population and environment is also clueless. I didn’t, in fact, start perceiving his points about ecology as misled for the very simple reason that we have been saying the same things, in ethnographic disciplines. But that’s dangerous: selectively accepting statements because they reinforce what you already know. Not what academic work is supposed to be about.

In fact, there was something endearing about Ehrlich. He may not understand the study of culture and he doesn’t seem to have any training in the study of society, but at least he was trying to understand. There was even a point in his talk when he something which would be so obvious to any social scientist that I could have gained a new kind of personal respect for Ehrlich’s openness, if it hadn’t been for his inappropriate statements about culture.

The saddest part is about dialogue. If a social scientist is to work with Ehrlich and she reacts the same way I did, dialogue probably won’t be established. And if Ehrlich’s attitude toward epistemological approaches different from his own are represented by the statements he made about ethnography, chances are that he will only respect those of my social science colleagues who share his own reductionist perspective.

It should be obvious that there’s an academic issue, here, in terms of inter-disciplinarity. But there’s also a personal issue. In my own life, I don’t want to restrict myself to conversations with people who think the same way I do.

Mental Imaging

To be honest, I found the following TEDtalk disturbing.

Rick Smolan tells the story of a girl | Video on TED.com

In that video from one of those selective conferences held through Technology, Entertainment, Design, Smolan describes his role in the adoption, by some of his American friends, of a then pre-teen “Amerasian” girl (a Korean girl fathered by an American soldier during the Korean war). The now grown-up woman’s American name is Natasha (despite the talk’s title, she’s not merely “a girl”). Natasha does get a “cameo” of sorts at the end of the talk. But the story is told by Smolan, from Smolan’s perspective. During her brief appearance on stage, Natasha tells Smolan that she’ll tell him later about points he has gotten wrong. But, on that occasion, Natasha graciously smiled for the camera and didn’t participate in the conversation. She’s the topic, not the narrator.
Unfortunately, I can’t find this woman’s birth name so I don’t know how to spell it. It would be awkward for me to call her “Natasha” when referring to her before her adoption. Most of the presentation revolves around this person’s life before being adopted. The rest of the story is the “Happy ending” section of the Hollywood movie she apparently wasn’t directing.

I know, I know… It’s a “charming” story. No, I don’t want to be a killjoy. Sure, everyone involved had purely altruistic intentions (even the uncle who had recuperated his niece). Yes, I’m quite happy for this woman, that she is apparently living a “good” life (though I can’t measure people’s happiness by watching a presentation about them). But, as saltydog said in another context, the story is “somewhat self-serving and lacking in depth.”

Now, to be honest, I’m not that sensitive to nice pictures (I’m more aurally oriented). My attitude toward journalism can’t be called “sympathetic.” The tendency to “pull at heartstrings” in some Anglo-American mainstream media, I find manipulative. Even adoption, I can be ambivalent toward, partly because of horror stories. So maybe I’m both missing something important and putting too much into this. But the point is, my reaction to this presentation isn’t very positive.

Because the story is so “charming,” I might need to justify myself. Even if I don’t need to, I’ll do so. Because this is my main blog and it serves me that kind of purpose, on occasion.

In that video of a “Korean Amerasian adoption story,” we have a self-conscious photojournalist from the United States who basically admits both to having been on a sort of mission (like all journalists, he mused) and to not having known what he was doing at the time. Smolan seemed so honest about how clueless he has been that I sincerely expected another direction for the plotline. I kept waiting for the twist. Especially at TED, which keeps priding itself on “inspired talks by the world’s greatest thinkers and doers.”

During his TEDtalk, Smolan kept referring to mental images he was having. Through his actions, Smolan was explicitly trying to make reality itself fit those images. Because these mental images came from an admittedly clueless perspective, the overall process doesn’t sound like an extremely charming story.

Sorry!

Smolan also mentions movie-type heroism on several occasions and it sounds like he was trying to write life as a movie script. Using the “American” looks of a young Korean girl as a major part of the plotline. With not-so-subtle allusions to racial categories.

Weird.

Like saltydog, I much preferred the orphanage anecdote to the “beauty queen” and “cheerleader” photographs. Part of the reason is that the anecdote is more dynamic and more human than the pictures. This anecdote can also be a basis for empowerment, on the part of the girl who became Natasha, as opposed to the pictures which simply show conformity to local ideals.

One interesting thing about that specific anecdote (that this girl was organizing the orphanage on her own, after just a few days there) is the fact that it contradicts the “saved girl” story. On the basis of this anecdote, it would be presumptuous to say that this woman would be leading a disastrous life had she stayed in Korea instead of being “saved” by those well-meaning people in the United States. One could even hypothesize, given the limited data supplied by Smolan, that this relatively young girl could have since become a socially engaged Korean woman, helping people in her home community. With the current state of South Korean society, we might even assume that this woman would be living a comfortable life. And since her story isn’t over, one wishes that the next chapters will be as nice as the first ones.

Though, as we’re told, “Amerasians” were probably teased in that specific environment at that specific time, Smolan doesn’t make a good case for this particular girl being misadapted to the context in which she grew up. Simply put, apart from her grandmother’s wish, what solid proof do we have that “this girl” absolutely needed to be saved?

Smolan’s perception, based purely on superficial observation, that this girl was subservient to her uncle sounds like blatant ethnocentrism. Smolan does have the honesty to convey a few of the uncle’s comments about this. But the conclusion still is that intervening in a family’s business is the normal thing to do, for an American photojournalist receiving a request from a Korean woman he saw for a few days.

Smolan’s inviting young “Amerasian” adults to prove to the girl’s uncle that she would have a terrible life based on their own experiences sounds very manipulative, misinformed, and misleading. Because Smolan sounds too much like a nice guy, I have a hard time calling him arrogant. But his actions do sound like they were animated by arrogance.

Smolan repeatedly said how misled he was so I eventually thought that he was leading the (elite) TED audience into a story about his own “learning to be humble and to not judge from appearances.”

Not at all what happened.

What happened was more of a book or film pitch. Smolan may be a great guy. He also seems to be involved in a social marketing campaign. He’s allowed to do so, of course. But it’d be disingenuous to call the effort purely “charming.”

Furthermore, there’s the matter of this focus on one individual “little girl.” Makes for a nice Disney picture and for U.S. doctrines (foreign or domestic). Pulls heartstrings. Doesn’t necessarily help in the grand scheme of things. Especially when this focus comes from a photojournalist who seeked out this one girl on the premise that her grandmother originally didn’t want her to be seen by outsiders.

As Apollyon and jackyo have been asking in an Asian-friendly forum, what about the other “Amerasian” children involved? What about the broader case of Koreans or other people born in warzones, who have been fathered by U.S. or other foreign soldiers? If the girl who became Natasha did have to be saved, what about those other children? And if, as would be my hypothesis, this one girl could have led a nice life without leaving Korea at the onset of adolescence, aren’t there other children (in Korea or elsewhere) who could have a “better life” thanks to the compassion of those people in the United States?

There’s also the whole question of racial prejudice, present in the background yet not addressed directly in this talk. This one is a complex story, which would be worth more than lipservice. Racialism takes different forms in the United States and in Korea. Natasha’s experience in those two societies could shed some light on those issues. But, in the hands of journalists, individual stories often become more allegorical than insight-generating. Personalizing those issues isn’t a technique to engage in discussion. It’s a way to shut down communication.

Back in 1993, while emphasizing technological issues and the book contract that Smolan eventually signed, the New York Times mentioned Natasha’s Story as that of “an orphaned Amerasian girl” (regardless of whether or not her mother was still living at the time). Natasha herself isn’t named or given flesh, in that short piece about Smolan. She’s mentioned as the topic of a book and/or movie. A plot device more than a breathing character.

I sincerely hope that Natasha still knows how to empower herself. I sincerely don’t think she needs Smolan or anybody else to narrate her life.

"To Be Verified": Trivia and Critical Thinking

A friend posted a link to the following list of factoids on his Facebook profile: Useless facts, Weird Information, humor. It contains such intriguing statements about biology, language, inventions, etc.

Similar lists abound, often containing the same tidbits:

Several neat pieces of trivial information. Not exactly “useless.” But gratuitous and irrelevant. The type of thing you may wish to plug in a conversation. Especially at the proverbial “cocktail party.” This is, after all, an appropriate context for attention economy. But these lists are also useful as preparation for game shows and barroom competitions. The stuff of erudition.

One of my first reflexes, when I see such lists of trivia online, is to look for ways to evaluate their accuracy. This is partly due to my training in folkloristics, as “netlore” is a prolific medium for verbal folklore (folk beliefs, rumors, urban legends, myths, and jokes). My reflex is also, I think, a common reaction among academics. After all, the detective work of critical thinking is pretty much our “bread and butter.” Sure, we can become bothersome with this. “Don’t be a bore, it’s just trivia.” But many of us may react from a fear of such “trivial” thinking preventing more careful consideration.

An obvious place to start verifying these tidbits is Snopes. In fact, they do debunk several of the statements made in those lists. For instance, the one about an alleged Donald Duck “ban” in Finland found in the list my friend shared through Facebook. Unfortunately, however, many factoids are absent from Snopes, despite that site’s extensive database.

These specific trivia lists are quite interesting. They include some statements which are easy to verify. For instance, the product of two numbers. (However, many calculators are insufficiently precise for the specific example used in those factoid lists.) The ease with which one can verify the accuracy of some statements brings an air of legitimacy to the list in which those easily verified statements are included. The apparent truth-value of those statements is such that a complete list can be perceived as being on unshakable foundations. For full effectiveness, the easily verified statements should not be common knowledge. “Did you know? Two plus two equals four.”

Other statements appear to be based on hypothesis. The plausibility of such statements may be relatively difficult to assess for anyone not familiar with research in that specific field. For instance, the statement about typical life expectancy of currently living humans compared to individual longevity. At first sight, it does seem plausible that today’s extreme longevity would only benefit extremely few individuals in the future. Yet my guess is that those who do research on aging may rebut the statement that “Only one person in two billion will live to be 116 or older.” Because such statements require special training, their effect is a weaker version of the legitimizing effect of easily verifiable statements.

Some of the most difficult statements to assess are the ones which contain quantifiers, especially those for uniqueness. There may, in fact, be “only one” fish which can blink with both eyes. And it seems possible that the English language may include only one word ending in “-mt” (or, to avoid pedantic disclaimers, “only one common word”). To verify these claims, one would need to have access to an exhaustive catalog of fish species or English words. While the dream of “the Web as encyclopedia” may hinge on such claims of exhaustivity, there is a type of “black swan effect” related to the common fallacy about lack of evidence being considered sufficient evidence of lack.

I just noticed, while writing this post, a Google Answers page which not only evaluates the accuracy of several statements found in those trivia lists but also mentions ease of verifiability as a matter of interest. Critical thinking is active in many parts of the online world.

An obvious feature of those factoid lists, found online or in dead-tree print, is the lack of context. Even when those lists are concerned with a single topic (say, snails or sleep), they provide inadequate context for the information they contain. I’m using the term “context” rather loosely as it covers both the text’s internal relationships (the “immediate context,” if you will) and the broader references to the world at large. Without going into details about philosophy of language, these approaches clearly inform my perspective.

A typical academic, especially an English-speaking one, might put the context issue this way: “citation needed.” After all, the Wikipedia approach to truth is close to current academic practice (especially in English-speaking North America) with peer-review replacing audits. Even journalists are trained to cite sources, though they rarely help others apply critical thinking to those sources. In some ways, sources are conceived as the most efficient way to assess accuracy.

My own approach isn’t that far from the citation-happy one. Like most other academics, I’ve learned the value of an appropriate citation. Where I “beg to differ” is on the perceived “weight” of a citation as support. Through an awkward quirk of academic writing, some citation practices amount to fallacious appeal to authority. I’m probably overreacting about this but I’ve heard enough academics make statements equating citations with evidence that I tend to be weary of what I perceive to be excessive referencing. In fact, some of my most link-laden posts could be perceived as attempts to poke fun at citation-happy writing styles. One may even notice my extensive use of Wikipedia links. These are sometimes meant as inside jokes (to my own sorry self). Same thing with many of my blogging tags/categories, actually. Yes, blogging can be playful.

The broad concept is that, regardless of a source’s authority, critical thinking should be applied as much as possible. No more, no less.

Well-Rounded Bloggers

While I keep saying journalist have a tough time putting journalism in perspective, it seems that some blogging journalists are able to do it.

Case in point, ZDNet Editor in Chief Larry Dignan:

Anatomy of a ‘Blogging will kill you’ story: Why I didn’t make the cut | Between the Lines | ZDNet.com

I didn’t read the original NYT piece. On purpose. As I’ve tried to establish, I sometimes run away from things “everybody has read.” Typically, in the U.S., this means something which appeared in the NYT. To the extent that, for some people, “if it’s not in the Times, it didn’t happen.” (Such an attitude is especially tricky when you’re talking about, say, parts of Africa which aren’t at war.)

This time, I’m especially glad I read Dignan’s piece instead of the NYT one because I get the gist of the “story” and Dignan provides the kind of insight I enjoy.

Basic message: blogging can be as stressful as any job yet it’s possible to have a well-balanced life as a blogger.

Simple, useful, personal, insightful, and probably more accurate than the original piece.

Oh, sure. It’s nothing new. It’s not a major revelation for most people that it’s important to think about work/life balance.

Still… As it so happens, this specific piece helped me think about my own blogging activities in a somewhat different light. No, it’s not my job (though I do wish I had a writing job). And I don’t typically stress over it. I’m just thinking about where blogging fits in my life. And that’s helpful.

Even if it means yet another blogpost about blogging.

Ethnocentrism and Toponymy (Draft Notes)

This one is more of a rant. At least, it’s about a pet peeve. But I don’t think I’ll flesh it out unless I feel really motivated.

Basically, I wish people used more precise terms to designate different parts of the world and I can’t help but feel that there’s some ethnocentrism involved in the placenames used by many people including (or especially) journalists.

It’s really not about political correctness. It’s about accuracy, precision, clarity.

Terms I tend to like:

  • West Asia
  • Southwest Asia
  • Central Asia
  • Eurasia
  • North Asia
  • East Asia
  • South Asia
  • Southeast Asia
  • North Africa
  • West Africa
  • Central Africa
  • East Africa
  • Southern Africa
  • Northeastern Africa
  • Northwestern North America
  • Northeastern North America
  • Northeastern United States
  • Southeastern United States
  • Southwestern United States
  • Continental United States
  • Continental Europe
  • Southeastern Europe
  • South America

Term use I find just a bit tricky but still fit, for mostly historical reasons. I just wish they were more precise.

  • Americas
  • Europe
  • Central Europe
  • Eastern Europe
  • Western Europe
  • Northern Europe
  • Southern Europe
  • Scandinavia
  • Baltic
  • Balkans
  • New England
  • North America
  • Sub-Saharan Africa
  • MidWest
  • The North
  • The South
  • Central America
  • Caribbean
  • Antilles
  • Oceania

I also get slightly annoyed at the reliance on country names, especially in mainstream media, but I do understand why they seem so important to journalists and news-guzzlers.

Terms which rapidly get problematic:

  • “America” (Is it the continent, the “United States of,” or the very concept of the “New World?”)
  • Bible Belt
  • Sunbelt
  • Rust Belt
  • Middle America
  • Orient
  • Occident
  • The West
  • Black Africa («Afrique Noire»)
  • Latin America
  • Levant
  • Far East
  • Near East
  • Middle East

Of course, “Middle East” is the one I find most problematic. Not only has its meaning shifted over the years but it’s one of those terms which hides more than it reveals. Oh, sure, I enjoy ambiguity. But I like ambiguity when it’s purposeful, obvious. Honest. The type of ambiguity afforded “Middle East” is more than Orientalism. It’s halfhearted neo-colonialism.

Ah, well.

New/Old Media: NYT Groks It

As an obvious example of “Old Media” in the U.S., The New York Times is easy to criticize. But the paper and the media company have also been showing signs that maybe, just maybe, they are home to people who do understand what is happening online, these days.

Back in September 2007, for instance, the NYT decided to make its content freely available. While The Times wasn’t the first newspaper to free its content, the fact that the “newspaper of record” for the United States went from a closed model (TimesSelect) to an open one was quite consequential. In fact, this NYT move probably had an impact on the Wall Street Journal which might be heading in a similar direction.

The Times‘s website also seems to have progressively improved on the blogging efforts by some of its journalists, including composer and Apple-savvy columnist David Pogue.

Maybe this one is just my personal perception but I did start to read NYT bloggers on a more regular basis, recently. And this helped me notice that the Times wasn’t as “stuffy and old” as its avid readers make it to be.

Possibly the silliest detail which has been helping me change my perception of the New York Times was the fact that it added a button for a “Single Page” format for its articles. A single page format is much more manageable for both blogging and archiving purposes than the multiple page format inherited from print publications. Most online publications have a “printer-friendly” button which often achieves the same goal as the NYT’s “single page” button yet, quite frequently, the printer format makes a print dialogue appear or is missing important elements like pictures. Not only is the NYT’s “Single Page” button a technical improvement over these “printer-friendly” formats but it also seems to imply that people at the Times do understand something about their online readers.

This “Single Page” button is in a box, with other “article tools” called “Print,” “Reprints,” and “Share.” The “sharing” features are somewhat limited but well-integrated. They do make it easy for some social networkers and bloggers to link to New York Times content.

FWIW, my perception of this grande dame of print publications is greatly influenced by my perception of the newspaper’s blog-friendliness.

Speaking of blog-friendly… The major news item making the New York Times Company seem even more sympathetic to bloggers is the fact that it has contributed to a round of funding which provided WordPress.com’s parent company Automattic with 29.5 M$.

Unsurprisingly, Automattic’s founder Matt Mullenweg blogged about the funding round. Candidly recounting the history of his company, Mullenweg whets our appetites for what may be coming next in WordPress and in other Automattic projects:

Automattic is now positioned to execute on our vision of a better web not just in blogging, but expanding our investment in anti-spam, identity, wikis, forums, and more — small, open source pieces, loosely joined with the same approach and philosophy that has brought us this far.

While some of these comments sound more like a generic mission statement than like a clear plan for online development, they may give us a glimpse of what will be happening at that company in the near future.

After all, chances are that integrating technologies will be one of the Next Big Things. In fact, some other people have seen the “social networking” potential of WordPress.com, though this potential is conceived through a perspective different from my original comments about WordPress.com’s network effect. Guess I’ll have to write a wishlist for WordPress.com features (including support for ubiquitous social networking, podcasting, and learning management).Still, what the funding announcement means to me has more to do with the integration of “Old Media” (print publications like The New York Times) and “New Media” (online services like WordPress and WordPress.com). As luck would have it, I’m not the only blogger who thinks about the positive effects this Old/New Media integration may have.

As an aside, to this Austinite and long-time sax player, Matt Mullenweg’s Texas and saxophone connections are particularly endearing. Good thing I’m not an investor because I would probably follow my gut feeling and invest in Automattic for such irrational reasons.

Ah, well…

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?

Rethinking Peer-Review and Journalism

Can’t find more information just now but on the latest episode of ScienceTalk (SciAm‘s weekly podcast)

Scientific American editor-in-chief John Rennie discusse[d] peer review of scientific literature, the subject of a panel he recently served on at the World Conference of Science Journalists

I hope there will be more openly available information about this panel and other discussions of the peer-review process.

Though I do consider the peer-review process extremely important for academia in general, I personally think that it could serve us more if it were rethought.  Learning that such a panel was held and hearing about some of the comments made there is providing me with some satisfaction. In fact, I’m quite glad that the discussion is, apparently, thoughtful and respectful instead of causing the kind of knee-jerk reaction which makes many a discussion inefficient (including in academic contexts).

"Trust Everything You Read" Day

Critical Thinking? Schmritical Thinking!

Introspection of a Struggling Mad Scientist: A Conundrum: Reasoning with those who reject reasoning

` …And maybe it was and my friend mistook it for a legitimate article. It is true that spoof science articles are written all the time, and a lot of people are not able to recognize them apart from real ones. In fact, the 1997 April Fool’s article in Discover magazine (along with the corresponding segment on the TV show, Discover Magazine) got a lot of people – including myself – believing that musical instruments made by Neanderthals had been discovered!