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Uncategorized

Customer support excellence

In 2015 I was gifted a Fitbit Charge HR. Just over two years into (on-and-off) use, the battery began to run out overnight – that is, it would last less than twenty-four hours as opposed to 5+ days when new.

I read online that that’s typically how long the battery lasts on Fitbit devices, but I wrote to Asia-Pacific customer support anyway – Fitbit had (has?) next to no presence in India. The company put me through to tech support over email, who had me use the device overnight and then sync, and verified that there was a problem:

So Fitbit agreed to “review the case” even though the device was out of warranty. Over a short exchange they first agreed to replace the device as an “exception” and then, having found there were none in stock, offered me an updated model:

They also hand-held me through the shipping process and set expectations regarding customs. Since then I’ve used that Charge 2 – which is longer than I had the original.

I’ve had some good, even great customer support experiences from a few other companies in India and in the US. What is notable about this interaction was one – that it took place entirely remotely, and two – it involved multiple calls to treat this as an exception to make sure I was happy.

If only I’d use it more consistently.

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RG.org

Streak and next steps

Since December, I’ve published daily on this site. The WordPress app on iOS has encouraged me with streak notifications. A couple of weeks ago, I hit this milestone:

Shortly after, something in the app’s streak calculation went awry and it began displaying counts in the thirties, even though I was still publishing without a break.

The streak notification, for all these months a part of my life, has ceased to be accurate. I have since turned it off.

A few months ago I heard the marketer Seth Godin talk about his writing practice on Tim Ferriss’ podcast. He said that if you get over the initial hump, your mindset changes from ‘do I write tomorrow’ to ‘what do I write about tomorrow’, and something clicked within. It’s now gotten to where writing is a daily habit. The streak notification has served its purpose.

Now to make something of it. Some months ago I put together a framework based on what I have been writing about – a set of mega-trends and big questions that we will have to deal-with because they will affect all of us. The recent posts on this site have already been tagged with one or more of these trends and questions.

Last week, I published what I intend to make of this site for the forseeable future:

The Internet – the collective noun for email, the web, the ‘cloud’, wearables, AI, crypto, 3D printing and so much more – is a tool; ultimately it exists to make your and my lives better. But it is also orders of magnitude more powerful than any other tool, so we should expect our lives to get orders of magnitude richer as well, not just incrementally. How can we use it to transform our relationships, our health, our skills, our wealth? How can we lead much more fulfilling lives?

This is what I want to explore with rahulgaitonde.org

I’ve already begun using technology deliberately to achieve specific, small goals in life. For example as you’ve read under ‘wellness when always-on‘, I’ve been actively using it to get better while also not letting it own me. While I’ll continue writing about what I see and think of these trends and questions, I’ll also add how I’m using that framework in my own life.

Look forward to me walking the talk.

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RG.org

RG.org in the 2000s, found on the Wayback Machine

This website has been through many changes over the last couple of decades. Here are some screenshots from the Internet Archive’s Wayback Machine.

Categories
Audience as Capital Data Custody Discovery and Curation Making Money Online The Dark Forest of the Internet

For newsletters to become the new blogs, discovery is the missing piece

The last couple of posts described why online archival of sites and blogs is something I’m interested in. Specifically, the web is getting old, domains expire, blog hosting services change. That reminded me of this article from 2013 by the blogger Jason Kottke:

Instead of blogging, people are posting to Tumblr, tweeting, pinning things to their board, posting to Reddit, Snapchatting, updating Facebook statuses, Instagramming, and publishing on Medium. In 1997, wired teens created online diaries, and in 2004 the blog was king. Today, teens are about as likely to start a blog (over Instagramming or Snapchatting) as they are to buy a music CD. Blogs are for 40-somethings with kids.

Kottke himself is one of the Internet’s most well-known, longest-published bloggers, having written for twenty-two years running, with well over ten of those full-time. But his essay highlighted a trend that has continued unabated. There are more people writing online than ever before, but that has increasingly been on closed platforms like Medium.

The trend around newsletters is encouraging. We have talked before of how major journalists moving to their own newsletters could even spawn a wave of independent, reader-supported journalism. There are many hundreds of high-quality newsletters now, to the point where discovering them is going to be an issue. There is no good search/browse/recommend for newsletters yet.

Newsletters are email, a technology much older than the web itself. But they’re easier to keep track of someone’s writing than a blog. RSS and RSS Readers never really caught one because it was one more piece of software readers had to use, but everyone has an email inbox. For the writer, publishing an email is as simple as, probably simpler than publishing a blog post.

The downside is discovery – where do you find interesting things people are writing?

Discovery is going to particularly important if newsletters are to thrive as an easy means of causal writing and distribution for the average person – because while newsletters have been around from very early on in the form of people just mailing a group of friends and growing organically from there, the latest wave of newsletter services typefied by the venture-funded Substack for who monetization is an important goal. That changes what the service optimizes discovery and promotion for: newsletters about topics that are ‘current’, that have the highest chance of conversion to paid, and not the long tail. It starts looking like other Silicon Valley businesses:

Arguably, it’s another example of money and prestige coming for an internet-age creative format that was better when it was a hush-hush community activity—non-remunerative, an anti-discovery algorithm, full of in-speak, artistically strange (see: podcasts, blogs, fan fiction, memes).

Without discovery, newsletters aren’t going to replace social media as the place most people share what’s interesting to them. Nevertheless, they remain an extremely hopeful medium for independent, direct-to-reader journalism.

Categories
Data Custody Decentralisation and Neutrality Privacy and Anonymity

The Library of Congress and online archival – Part 2

(Part 1)

Online archival is important to me. I am particularly interested in blogs that still have great value but are no longer maintained – some of these are by people who I had followed in the 2000s. Some of these are friends who have long since stopped writing other than on social media.

If their writings are on third-party services like Blogspot, the service itself can be shut down or they can be taken down because of inactivity. If they are on their own domain, the owner may allow the domain to expire.

In some cases, the owner may deliberately erase posts, asking even the internet Archive to delete its records. The current head of the Microsoft-owned Github, Nat Friedman, used to write a fun, eclectic, useful, and – to me – inspirational blog that blended his personal and professional lives. Some years ago it was wiped clean of the content I used to follow. More recently it was wiped again. Now it’s just a Medium-hosted blog with a half-dozen posts. I respect Nat’s decision to not have his old life displayed online. I just wish I had my own archive of it, one that I of course intend to keep private.

For now I have a short list of sites that I have downloaded using wget, with flags to download images and other linked content, and change URLs to local ones so I can browse the site offline. i’m interested in whether the US Library of Congress’ online archival format, web ARChive, and its toolset, is an improvement.

Endnote: Archiving entire blogs or websites is different from individual articles, of course. We’ve seen my iOS shortcut that both saves a Markdown-formatted cruft-less version of online articles locally as well as optionally saves to one of Instapaper, Pocket or Evernote.

(ends)

Categories
Data Custody Decentralisation and Neutrality Uncategorized

The Library of Congress and online archival – Part 1

This past weekend I read about the US Library of Congress’ online archival system, partly out of simple fascination with the scale at which they operate, and partly to learn from it, to create my own offline archive of web pages and websites that are important to me.

The Library of Congress’ site describes the process:

The Library’s goal is to create an archival copy—essentially a snapshot—of how the site appeared at a particular point in time. The Library attempts to archive as much of the site as possible, including html pages, images, flash, PDFs, and audio and video files to provide context for future researchers. The Library (and its agents) use special software to download copies of web content and preserve it in a standard format. The crawling tools start with a “seed URL” – for instance, a homepage – and the crawler follows the links it finds, preserving content as it goes. Library staff also add scoping instructions for the crawler to follow links to that organization’s host on related domains, such as third party sites and social media platforms, based on permissions policies.

The Library of Congress uses open source and custom-developed software to manage different stages of the overall workflow. The Library has developed and implemented an in-house workflow tool called Digiboard, which enables staff to select websites for archiving, manage and track required permissions and notices, perform quality review processes, among other tasks. To perform the web harvesting activity which downloads the content, we primarily use the Heritrix archival web crawler External. For replay of archived content, the Library has deployed a version of OpenWayback External to allow researchers to view the archives. Additionally, the program uses Library-wide digital library services to transfer, manage, and store digital content. Institutions and others interested in learning more about Digiboard and other tools the Library user can contact the Web Archiving team for more information. The Library is continually evaluating available open-source tools that might be helpful for preserving web content.

It’s extremely encouraging that it explicitly specifies open-source tools. The most interesting part to me is the data format it uses:

Web archives are created and stored in the Web ARChive (WARC) and (for some older collections) the Internet Archive ARC container file formats.

I am now digging into the tools available to save, search and view articles in this format.

(Part 2 – A little more on why this is important to me)

Categories
Discovery and Curation The Dark Forest of the Internet Wellness when Always-On

Everything is an identity war

This well-known 11-year-old essay from the investor Paul Graham advocates keeping your personal identity small because

More generally, you can have a fruitful discussion about a topic only if it doesn’t engage the identities of any of the participants. What makes politics and religion such minefields is that they engage so many people’s identities…

If people can’t think clearly about anything that has become part of their identity, then all other things being equal, the best plan is to let as few things into your identity as possible

This is even more true today with social media having become pervasive since then, and the media much more polarised and polarising. There are vastly more things beyond politics, sports, religion, automobiles (and, sadly, today, science) that you can unconsciously weave into your identity. Beyond even iOS and Android: your email app. Your Twitter client. Your method of brewing coffee. Your food delivery service. Even stocks: long Tesla or short Tesla? Or cryptocurrencies. A tech personality: Musk or Dorsey or Bezos or Ambani or Jack Ma. A viral Medium essay. Notion vs Roam Research.

Very nearly anything can become an identity war.

The hard part is cultivating being detached from these positions emotionally while thinking about and considering them rationally. It starts with being aware of when you begin identifying with something, as opposed to making a conscious decision to adopt or pay for or subscribe to it. That in turn starts with being conscious of the information flows you plug into, and building online networks deliberately.

Categories
The Next Computer

iPhone home screen, July 2020

iPhone XR . Left to right: Lock screen, first home screen, second home screen, Launch Center Pro, which I have said I treat like a home screen

What’s changed this month over the previous few:

Categories
The Next Computer

More powerful hardware, more inefficient software

Many notable desktop apps are written in Electron lately to get the best of both native apps and web apps. Therefore, it also makes building for multiple OSes simpler that writing a native app for each one. The problem with Electron is that it is quite inefficient because it packages Chromium, the underlying web browser tech used by Chrome and other browsers.

The effect is that every such app is like running a separate instance of Chrome. This article goes into a little more detail:

…every single Electron application you download bundles most of Chromium, and every application you run is executing a good chunk of that code. There’s no sharing of resources here like there is with native applications, meaning Electron apps are going to take up more hard drive space and memory than an application developed with your platform specifically in mind.

The issue is that many commonly used apps, in many cases company-adopted and therefore mandatory for many, are now Electron apps: Visual Studio Code, Slack, Github desktop, Trello, and the desktop apps from Discord, Bitwarden, WordPress.

This blog post makes the important point about the cumulative effect of using inherently inefficient technology for development convenience:

That path lies a world where we can’t have nice things. That path lies a world where our laptop batteries need to grow ever larger to support our CPUs doing even more dumb crap. That way lies the return of shockwave flash, of warm phones in our pockets which are mysteriously flat when we want to use them. Of getting paranoid about battery life and closing apps the instant we’re done with them.

As hardware gets more powerful and software gets more inefficient, the user experience doesn’t improve as dramatically, even as magically, as one would expect. It also means that older hardware becomes less capable and therefore obsolete faster.

Categories
Audience as Capital Data Custody Making Money Online Privacy and Anonymity Real-World Crypto

On the independence of editorial and business during business model transitions

This Financial Times article on the effect of the pandemic on the already precarious state of newspapers’ finances is a good read overall. And at least during the pandemic, it is not behind the FT’s strict paywall.

This little bit in particular stood out for me:

While the audience for online news jumped to new highs during the pandemic, most sites convert fewer than 1 per cent of website visitors into paying readers. Although there are no sector-wide figures, some publishers admit most of those that do pay in America and Europe are older, more wealthy and white.

If it is the dominant class in any market that is the one that pays, there is a risk in the newspaper biasing its coverage towards the interests of that class. Today’s advertiser-driven model carries the same risk – does the move to paid subscriptions simply swap one set of patrons for another?

All media has had tension between business and editorial, and good media has always had a wall between the two sides. But that tension is heightened at times of major business model transitions like this. In the new model, you have a direct relationship with your audience, which pays you. When you lose them, you lose both your readership and your revenue. Independence of editorial gets harder.

This is going to be the big test for both news organizations and independent publishers with the inevitable move to pay-to-read.

End note:

One model is to rely entirely on donations, and force them to be anonymous, like via cryptocurrency. We explored this briefly in part 4 of our series on 21st Century Media. Now neither side of the news organization has any way of knowing who the audience is. It is unclear if there is a natural upper bound on how large of a news organization can run on donations alone. That altruism seems to be the natural governance model for the internet doesn’t mean it is a viable business model.

Another variation of this model could be for news organizations to move to subscriptions, but for a third party neutral organization to act as the trustee of the identities of subscribers. Now this organization could be supported by donations, but now we’re talking about one or a handful that need to be supported, not every news org.

(ends)