coins

Here’s the handy thing about cash: it gives customers scale. It does that by working the same way for everybody, everywhere it’s accepted. Cash has also been doing that for thousands of years. But we almost never talk about our “experience” with cash, because we don’t need to.

Marketers, however, love to talk about “the customer experience.” Search for customer+experience and you’ll get 35+ million results, nearly all pointing to stuff written by marketers and their suppliers. Even the Wikipedia entry for customer experience reads like an ad for a commercial “CX” supplier. That’s why a big warning box at the top of the article says it has “multiple issues” (four, to be exact), the oldest of which has persisted, uncorrected, since 2012. Try to read this, if you can:

In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship.[1] This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.[2][not in citation given] It is measured[by whom?] by the individual’s experience during all points of contact against the individual’s expectations. Gartner asserts the importance of managing the customer’s experience.[3]

Customer experience implies customer involvement at different levels – such as rational, emotional, sensorial, physical, and spiritual.[4][need quotation to verify] Customers respond diversely to direct and indirect contact with a company.[5] Direct contact usually occurs when the purchase or use is initiated by the customer. Indirect contact often involves advertising, news reports, unplanned encounters with sales representatives, word-of-mouth recommendations or criticisms.[6]

Customer experience can be defined[by whom?] as the internal and personal responses of the customers that might be line[clarification needed] with the company either directly or indirectly. Creating direct relationships in the place where customers buy, use and receive services by a business intended for customers such as instore or face to face contact with the customer which could be seen through interacting with the customer through the retail staff.[7][clarification needed] We then have indirect relationships which can take the form of unexpected interactions through a company’s product representative, certain services or brands and positive recommendations – or it could even take the form of “criticism, advertising, news, reports” [7] and many more along that line.[7]

Wholly shit. Do you—or anybody—have any idea what the fuck they’re talking about? Did you even try to read more than a few words of it?

Why would an industry big enough to put 35 million documents on the Web not have one comprehensible document in the only place where it would make full sense?

Here’s why: the industry is talking to itself. It’s one big all-BS echo chamber.

But let’s dig into it a bit, because (bear with me) we actually can fix this thing.

Basically, we have two problems with CX: complexity and perspective.

First, complexity.

Company promotions tend to be complex, because they’re gimmicks. Meaning they are a come-on to customers and not a persistent and predictable part of doing business.

Because promotional gimmicks are temporary and provisional, they also tend to have a bunch of moving parts. Even coupons, the simplest of promotional gimmicks, require that the company mint its own currency, for conditional uses, for limited periods of time, with restrictions on eligibility and lots of other forms of cognitive and operational overhead for everybody: the company, the customer, and whatever other partners that might be involved.

Here’s a good example.

This morning I got a promotional email from T-Mobile with a promo that looked interesting to me: an hour of free Wi-Fi from GoGo In-Flight, the next time I get on a plane. When I went to T-Mobile link for the promo, I found these instructions:

Before you board

  • Have a valid E911 address on file and a T-Mobile phone number.
  • To get your hour of FREE Wi-Fi and unlimited texting, make one Wi-Fi call before you board.
  • If you don’t have Wi-Fi calling, you can still get FREE Wi-Fi for one hour and use iMessage, Google Hangouts, WhatsApp, and Viber all flight long.”

Each of those bullet points contained deal-killing conditions:

  • I don’t know if I have a “valid E911 address.” In fact, I didn’t know what one was until I looked it up in Wikipedia, 30 seconds ago.
  • I think I know what they mean by a “Wi-Fi call,” but my experience of that (or what I think it is) with T-Mobile is with making normal calls on my T-Mobile phone over Wi-Fi where there is no T-Mobile cellular coverage. Would I have to look for a place at an airport where there’s no cell coverage but there is Wi-Fi? Am I making a Wi-Fi call when my phone says “T-Mobile Wi-Fi,” but I’m also getting a signal reading on my phone? I don’t know, and I don’t want to take the time to find out.
  • I have no interest in getting a free hour of Wi-Fi that limits me to four services I don’t use.

So I went on Twitter, tweeted what I hoped would be some good feedback to @T-Mobile and @GoGo. Here’s that tweet, with responses from both companies:

dsearls-tmobile-gogo-thread

Before we go forward with the lessons from this example, I want to make clear that I do appreciate what *NikosP, *RudyG and ^Joe are trying to do here. I am also clear that there are buildings full of other good people, all doing “social CRM,” or whatever its called this week, to care about customers and give them the best possible experience.

The problem for me, as a customer, is that getting this free hour of Wi-Fi on a plane isn’t worth the trouble. The problem for T-Mobile and GoGo In-Flight is that it’s probably not worth the trouble for them either.

Many years ago the great Jamie Zawinski uttered the best (and perhaps only worthy) critique, ever, of Linux. He said, “Linux is only free if your time has no value.” You can swap any promotion you like for “Linux” in that sentence. For example, “An hour of Wi-Fi on a GoGo equipped plane is only free if your time has no value.”

As Don Marti often puts it, customers are much better at applied behavioral economics than any of the companies trying to make customers fall for promotional come-ons.

So I’m wearing my applied behavioral economist hat when I decide that my time is worth more to me than whatever sum of it I might spend getting one hour of free wi-fi on a plane some day, even with all the help being tweeted to me.

I am also noticing that my time would be spent on this thing, and not invested. Worse, it would all be gone in one hour. Worse than that, it would be gone on a plane, where the working conditions are not ideal.

I have no idea how much time and money T-Mobile and GoGo In-Flight are spending on this promo, but I wouldn’t be surprised if the internal and external costs of it turn out to be far higher than whatever they would get out of investing the same amount of money and effort on simply making their services better.

So that’s complexity. Now lets look at perspective.

All of the CX perspective—100% of it—is anchored on the corporate side. Not the customer side. Worse, in every CX case the perspective is of one company, or a small collection of companies (e.g. T-Mobile and GoGo Inflight, or both plus the four other companies in the third of the first set of bullet points above).

See, each company is doing its own kind of CX to “deliver” an “experience” that is exclusive to them. In fact, that’s one way they compete. With this promo, T-Mobile is trying to do something Verizon, AT&T and Sprint aren’t doing.

The problem with this perspective is that it makes the customer’s experience different for every company she deals with. Worse, she has to spend non-recoverable time and effort trying to figure out what’s going on with each of the different companies imposing cognitive burdens along with promotional bargains. As the promos add up, the diminished returns are compounded, and the bargains add up to far less than $0.

If we take away the complexity, and take the customer’s perspective, you see  only two ways a company can “deliver” the best possible “experience” to customers:

  1. By making it as simple as possible to deal with the company; and
  2. By offering better products and services than competitors. That’s it.

For example, my wife and I have T-Mobile phones because we travel a lot outside the U.S. T-Mobile, alone among U.S. mobile phone carriers, provides free data and texting in something like 200 other countries, plus just 20¢/minute for phone calls. We also like not worrying about data usage, because T-Mobile has relatively high data allowances for that. So we don’t worry about going over. To obtain those simple graces, we put up with T-Mobile’s inferior coverage outside metro areas in the U.S. (though, to its credit, is catching up fast).

Our 19-year-old son, on the other hand, doesn’t travel much outside the country, so his phone is on Ting, which has outstanding customer service and the simplest possible usage pricing, with no promotional gimmicks. So both company and customer have low cognitive and cost overhead to deal with.

Which gets me back to cash.

Cash comes from the customer’s perspective. She can use the same cash with every company she deals with. She isn’t busy thinking, “Gee, I need to use Walmart’s money at Walmart and Burger King’s money at Burger King.” The cash in her purse gives her scale across every company that accepts it. Cash also gives her the same leverage across all her credit cards and other instruments of intermediation. It’s a great CX model.

So, is there hope we can wind down the BS in CX, and bring something with cash-like scale into the portfolio of tools customers have for dealing with many different companies?

Yes, there is.

A number of VRM developers are now working on CX, mostly by helping companies welcome help from customers, and learning from it. There are also some CRM companies starting to look toward VRM as a way of giving customers cash-like scale across many different companies as well. (The jlinc protocol, for example, has a lot of promise in that direction.)

That work, and other developments like it, give me hope that “Markets are conversations” will actually mean something—in less than two decades after marketers were first inspired to talk about it.

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BluecutFireTo get away from the heat today—into a little less heat and an excuse to exercise, I drove up to Mt. Wilson, where I visited the Observatory and walked around the antenna farm there. As it happened, the Bluecut Fire was also visiting the same San Gabriel Mountains, a few miles to the east at Cajon Pass. Starting at 10:36 in the morning, it was past 10,000 acres with 0% containment by the time I observed it in the mid to late afternoon.

Here’s a photo set. If anybody wants to use any of them, any way they please, feel free.

The view here is to the east, along the spine of the range, across 10,064-foot (3068m) Mt. San Antonio, also known as Old Baldy. I like to ski there (at Mt. Baldy) in the winter. Nothing like skiing nearly two miles up, looking down on 20 million people enjoying subtropical weather. The lifts are open in the summer (for zip-lining), so you can get up there and watch the fire from a closer (but safe) vantage, I assume. Check first.

 

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shackles

Who Owns the Mobile Experience? is a report by Unlockd on mobile advertising in the U.K. To clarify the way toward an answer, the report adds, “mobile operators or advertisers?”

The correct answer is neither. Nobody’s experience is “owned” by somebody else.

True, somebody else may cause a person’s experience to happen. But causing isn’t the same as owning.

We own our selves. That includes our experiences.

This is an essential distinction. For lack of it, both mobile operators and advertisers are delusional about their customers and consumers. (That’s an important distinction too. Operators have customers. Advertisers have consumers. Customers pay, consumers may or may not. That the former also qualifies as the latter does not mean the distinction should not be made. Sellers are far more accountable to customers than advertisers are to consumers.)

It’s interesting that Unlockd’s survey shows almost identically high levels of delusion by advertisers and operators…

  • 85% of advertisers and 82% of operators “think the mobile ad experience is positive for end users”
  • 3% of advertisers and 1% of operators admit “it could be negative”
  • Of the 85% of advertisers who think the experience is positive, 50% “believe it’s because products advertised are relevant to the end user”
  • “the reasons for this opinion is driven from the belief that users are served detail around products that are relevant to them.”

… while:

  • 47% of consumers think “the mobile phone ad experience (for them) is positive”
  • 39% of consumers “think ads are irrelevant
  • 36% blame “poor or irritating format”
  • 40% “believe the volume of ads served to them are a main reason for the negative experience”

It’s amazing but not surprising to me that mobile operators apparently consider their business to be advertising more than connectivity. This mindset is also betrayed by AT&T charging a premium for privacy and Comcast wanting to do the same. (Advertising today, especially online, does not come with privacy. Quite the opposite, in fact. A great deal of it is based on tracking people. Shoshana Zuboff calls this surveillance capitalism.)

Years ago, when I consulted BT, JP Rangaswami (@jobsworth), then BT’s Chief Scientist, told me phone companies’ core competency was billing, not communications. Since those operators clearly wish to be in the “content” business now, and to make money the same way print and broadcast did for more than a century, it makes sense that they imagine themselves now to be one-way conduits for ad-fortified content, and not just a way people and things (including the ones called products and companies) can connect to each other.

The FCC and other regulators need to bear this in mind as they look at what operators are doing to the Internet. I mean, it’s good and necessary for regulators to care about neutrality and privacy of Internet services, but a category error is being made if regulators fail to recognize that the operators want to be “content distributors” on the models of commercial broadcasting (funded by advertising) and the post office (funded by junk mail, which is the legacy model of today’s personalized direct response advertising  online).

I also have to question how consumers were asked by this survey about their mobile ad experiences. Let me see a show of hands: how many here consider their mobile phone ad experience “positive?” Keep your hands down if you are associated in any way with advertising, phone companies or publishing. When I ask this question, or one like it (e.g. “Who here wants to see ads on their phone?”) in talks I give, the number of raised hands is usually zero. If it’s not, the few parties with raised hands offer qualified responses, such as, “I’d like to see coupons when I’m in a store using a shopping app.”

Another delusion of advertisers and operators is that all ads should be relevant. They don’t need to be. In fact, the most valuable ads are not targeted personally, but across populations, so large populations can become familiar with advertised products and services.

It’s a simple fact that branding wouldn’t exist without massive quantities of ads being shown to people for whom the ads are irrelevant. Few of us would know the brands of Procter & Gamble, Unilever, L’Oreal, Coca-Cola, Nestlé, General Motors, Volkswagen, Mars or McDonald’s (the current top ten brand advertisers worldwide) if not for the massive amounts of money those companies spend advertising to people who will never buy their products but will damn sure known those products’ names. (Don Marti explains this well.)

A hard fact that the advertising industry needs to face is that there is very little appetite for ads on the receiving end. People put up with it on TV and radio, and in print, but for the most part they don’t like it. (The notable exceptions are print ads in fashion magazines and other high-quality publications. And classifieds.)

Appetites for ads, and all forms of content, should be consumers’ own. This means consumers need to be able to specify the kind of advertising they’re looking for, if any.

Even then, the far more valuable signal coming from consumers is (or will be) an actual desire for certain products and services. In marketing lingo, these signals are qualified leads. In VRM lingo, these signals  are intentcasts. With intentcasting, the customers do the advertising, and are in full control of the process. And they are no longer mere consumers (which Jerry Michalski calls “gullets with wallets and eyeballs”).

It helps that there are dozens of companies in this business already.

So it would be far more leveraged for operators to work with those companies than with advertising systems so disconnected from reality that they’ve caused hundreds of millions of people to block ads on their mobile devices — and are in such deep denial of the market’s clear messages that they deny the legitimacy of a clear personal choice, misdirecting attention toward the makers of ad blocking tools, and away from what’s actually happening: people asserting power over their own lives and private spaces (e.g. their browsers) online.

If companies actually believe in free markets, they need to believe in free customers. Those are people who, at the very least, are in charge of their own experiences in the networked world.

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Somebody in Quora asked “Which is the best FM radio?”

So far, mine is the only answers. It’s tops with a whopping 3 upvotes, out of 139 views. Not a lot of box office there. So I’ve decided to duplicate the answer here,, for whatever additional good it might do. I also added a bit, because I can’t stop doing that. So read on…

becker-europa

Here’s your rule of thumb: The best FM radios today are in cars. And, since most car radios use identical or similar chipsets, many of them are tied for the distinction. (Though there are a few dogs. I once met a Toyota RAV-4 with a truly sucky radio. Other Toyota radios have been fine.)

The best of the best are in slightly older cars that have a vertical outside whip antenna. FM waves resonate best with antennas about 30 inches long, give or take, which ideally will be removed as far as possible from metal that might obstruct received signals. For practical and fashion reasons, most radios in new cars are compromised by the lack of an outside whip antenna, instead using short stubby rubberized ones on the outside, or thin horizontal ones embedded in rear windows and disguised to look like part of the defrosting systems there. Engineers have found ways to make these perform almost as well as outside whip antennas, but they’re still not the real thing.

The best radio I have ever known was the one in my wife’s 1992 Infiniti Q45a, which featured a “diversity” antenna system: a very innovative approach that chooses or combines signals from more than one antenna. The radio in the Q45a used both a motorized retracting whip outside antenna and a horizontal one embedded in the rear window, and chose the best reception coming from either or both. AM reception was also outstanding on that radio, featuring C-QUAM, the then-current AM stereo technology. Even when stations stopped broadcasting with that method, the sound quality was outstanding for AM, because activating AM stereo listening also widened the bandwidth, which maximized sound quality for mono stations as well. (When that car died, my wife replaced it with a very similar one three years newer. Alas, that was after Nissan, Infiniti’s parent company, had “de-contented” out some features the company thought the owner wouldn’t notice. One was the AM stereo feature, and along with it the wider bandwidth. So that radio still pulls in signals (and retains the diversity antenna), but sounds like shit on AM. An automotive engineer at the time told me this move saved Nissan 5¢ on cars that cost upwards of $50k new. Little did Nissan know or care that one reason we chose that first car was the quality of the AM radio. The one we replaced it with was only $5k, so it was a helluva deal at the time.)

The best AM radio I ever heard was the Becker in the 1966 Volvo 122s that my parents brought in Belgium on their only trip to Europe. (It looked a lot like the one above.) The FM dial only went up to 104 in Europe back then, while the U.S. band went to 108, so the radio cutting out stations at the top end of the dial. The radio was also mono, with just one speaker that faced forward from the deck below the rear window. But reception was about as good as it gets on FM and unlike anything I’ve ever heard before or since on AM. In the daytime, when AM signals travel only along the ground, I could get WNBC/660 (now WFAN) and WABC/770 all the way past Richmond, Virginia, when I drove from New York to North Carolina. Even in Greensboro, I could still hear the faint signals of both stations. (Here’s a coverage map for WFAN. No radio today is getting much of a signal outside the farthest line there, at least in the daytime.) And at night I could get listenable signals, bouncing in off the sky, from KFI/640 from Los Angeles, KNBR/680 from San Francisco and KSL/1160 from Salt Lake City. A close second to that was the after-market Motorola AM radio my parents bought in 1965 for their 1963 Chevy Bel-Air. Motorola in those days was perhaps the world’s most advanced provider of radio gear for many mobile purposes, and it showed in their radios.

There are two reasons car radios tend to be better than ones you carry or leave plugged in at home. One is their wide range of required operating conditions: from streets in city canyons among signal-reflecting skyscrapers (some topped with FM transmitters that can overwhelm circuitry of nearby radios) to far rural hills, mountains, plains and valleys. The other is that most radio listening these days is in cars.

A problem for both stations and listeners today is that interest in radio has faded in recent years, as more and more listening has moved to computers and mobile devices, and from stations to streams and podcasts. Modern car radios are therefore now entertainment systems that subordinate radio with each new generation of electronics. AM radio is completely gone from some cars, including Teslas. To put it simply, over-the-air radio is slowly fading, if not dying outright.

Still, there are good radios that will help you enjoy what old-fashioned broadcasting still has to offer.

For home or portable radios, you’ll find good models from C.Crane, Sangean and Eton/Grundig. I have a Grundig Satellit 800, which has outstanding FM reception, plus an old Sangean (made for Radio Shack), and the C.Crane CC Pocket Radio (there on the left) which are both also outstanding. GE’s SupeRadio is also deservedly a legend. Here are some on eBay. All generations of the SupeRadio are good. I have two of them I bought new in the ’90s, and they still work fine.

Here in my kitchen I also have the Teac HD-1, which was billed as a clock radio, but really isn’t. Instead it’s an FM/AM radio that also features an outstanding HD FM tuner, and okay AM HD tuner. No longer made, it’s still available on the used market. (I know because I just bought my second one, on Amazon.)

HD produces better sound, plus additional channels. So a station may be two or three in one. For example, WNYC-FM in New York has WQXR (its classical sister station) on its HD-2 channel, and WNYC-AM on its HD-3 channel. More importantly, HD clears up the truly awful multipath interference that afflicts urban radio listening, especially in apartment buildings like mine, which are dwarfed by countless other larger buildings standing in every signals’ path while also degrading and reflecting countless “ghost” signals along the way. (That’s called “multipath” interference.) If you live in a city and FM sounds like crap on local stations, get an HD radio just to clear up the bad sound. (By the way, your wi-fi and cell phone systems use multipath to improve reception by finding additional paths over which to send and receive streams of data. Digital is hugely advanced over old-fashioned analog FM in that respect.)

For pure reception performance, the best non-car radios I have ever owned or used date from the 60s, and came from European manufacturers. The standout manufacturers were Tandberg, Nordmende and Grundig. I have also used but not owned the Sony ICF-2010, which is legendary and deserves to be. All those are billed as shortwave radios, but do great work on FM and AM.

Bonus links: Why music radio is dying, The Slow Sidelining of Over-the-air Radio, Approaching the end of radio’s antenna age.

PAPERSFunction follows form.

Since the form of a WordPress blog (which this is) favors writing long pieces over short ones, that’s mostly what I’ve written here, since I started in August 2007. Essays, you might say.

Since the form of a 1999.io blog is writing pieces of any length, and posting them easily from a WYSIWYG editor, I’ve been blogging there instead of here. At least lately. My last post here was on June 29. Since then I’ve put up 31 posts at 1999.io:

  1. Idle words that aren’t
  2. Bots vs. Humanity
  3. Leading thoughts
  4. The Best Way to Blog
  5. Looking for something
  6. Promotion as friction
  7. Open Source lives, to say the least
  8. A Cajun network pioneer
  9. Remembering what they probably never taught you in school
  10. An Unnecessary Fight: Wired & Condé Nast vs. Customers
  11. The only code I learned was Morse
  12. Internet for the 100%
  13. On the continuing death of over-the-air TV
  14. The risk of being dead wrong
  15. Shootings
  16. What have I done?
  17. Speaking of dubious
  18. Yum.
  19. I loved it
  20. A fire sale on CBS’ legacy
  21. Knicks & Nets
  22. Kinda like mass hypnosis
  23. Stereo—it’s all in your head now
  24. Approaching the end of radio’s antenna age
  25. Some helpful additional AirBnB questions
  26. AM radio musings in Quebec
  27. What will Verizon do with Flickr?
  28. Maybe Canada is the control and the U.S. is the experiment
  29. Listeners to public radio stations: loose the pre-roll on your live stream
  30. Waiting for Verizon to screw Yahoo users and customers
  31. Yahoo users and customers have plenty to cry about

Posting on 1999.io is easier than tweeting. It’s even easier than it was on my original blog, where I posted from 1999 to 2007. Take a look at that one. Note that the posts are any length I liked.

Both systems were created by Dave Winer. Hats off to Uncle Dave for bringing back blogging like it used to be, should have been all along, and shall be again.

I’ve been fascinated for years by what comes and goes at the Fort Irwin National Training Center

fortirwin

—in the Mojave Desert, amidst the dark and colorful Calico Mountains of California, situated in the forbidding nowhere that stretches between Barstow and Death Valley.

Here and there, amidst the webwork of trails in the dirt left by tanks, jeeps and other combat vehicles, fake towns and other structures go up and come down. So, for example, here is Etrebat Shar, a fake town in an “artificial Afghanistan” that I shot earlier this month, on June 2:

etrebat-shar1

And here is a broader view across the desert valley east of Fort Irwin itself:

etrebat-shar2

Look to the right of the “town.” See that area where it looks like something got erased? Well, it did. I took the two shots above earlier this month, on June 2. Here’s a shot of the same scene on June 25, 2013:

etrebat-shar3

Not only is the “town” a bit bigger, but there’s this whole other collection of walls and buildings, covering a far larger area, to the right, or east.

I also see in this shot that it was gone on December 8, 2014.

Now I’m fascinated by this town and the erased something-or-other nearby, which I also shot on June 2:

othertown

It appears to be “Medina Wasl,” which Wikipedia says is one of twelve towns built for desert warfare training:

One of the features of the base is the presence of 12 mock “villages” which are used to train troops in Military Operations in Urban Terrain (MOUT) prior to their deployment. The villages mimic real villages and have variety of buildings such as religious sites, hotels, traffic circles, etc. filled with foreign language speaking actors portraying government officials, local police, local military, villagers, street vendors, and insurgents. The largest two are known as Razish and Ujen, the closest located about 30 minutes from the main part of the post. Most of the buildings are created using intermodal containers, stacked to create larger structures, the largest village consists of 585 buildings that can engage an entire brigade combat team into a fight.

Now I’m slowly going through my other shots over the years to see if I can find Razish and Ujen… if they haven’t been erased.

It would be cool to hear from military folk familiar with Fort Irwin, or veterans who have worked or fought mock battles in those towns.

LeBron JamesI’m a Golden State Warriors fan. Not huge, but big enough to have held season tickets through the Run TMC years. (I grew up a Knicks fan, and liked the Celtics when I lived in Boston, but those are less leveraged these days.) So I do want the Warriors to win tonight.

But I don’t expect them to, because the Cavs make a better story.

LeBron James has made clear, especially over the last two games, that he is the best all-round player of all time. Michael Jordan had no weaknesses, but he wasn’t as strong as LeBron at defense, passing, shot blocking, and treating the other team the way a bowling ball treats pins. Or as strong, period.

Nobody on Earth is playing any game, anywhere ,with more determination, skill and strength than LeBron James is right now. And nobody is better at getting his whole team to play as one. Or at a more ideal time and place.

Kyrie Irving is also playing his best, which means he can pretty much get whatever shot he wants, whenever he wants it. And Tristan Thompson, a near-nobody before the playoffs, is playing like the second coming of Stephen Adams, who gave Thompson and the Cavs coaching staff a clinic on how a big man can take advantage of the Warriors’ weakness in the middle.

Let’s face it: the OKC Thunder figured out the Warriors pretty well. Even though the Thunder failed, they took the Warriors to seven games and gave the Cavaliers a lot of lessons to work with. Now that Bogut is out and Iguodala is slowed by back problems, the Warriors also lack their best shot blocker and their best defense against LeBron. Draymond Green also needs to play cautiously to avoid more technical and flagrant fouls, to which he is highly prone. Harrison Barnes has been subtracting from his free agent value nearly every time he shoots the ball. Even Shawn Livingston, normally a great floor leader when he comes off the bench for Steph, has been shooting bricks.

Four things look good for the Warriors tonight: 1) they’re playing at home, 2) their three best players are healthy, 3) two of those players are the best outside shooters in the game, and 4) one of those two was the unanimous MVP this year for good reasons. Even though Steph hasn’t been his old self enough in this series, it could be lights out if he shows up big tonight. Same goes for Klay.

If a game between two great teams doesn’t stay close to the end, one of the two will melt. That’s what happened in every game so far in this series. In total both teams have the same number of points, but each team has melted before the end three times. The problem for the Warriors is that they melted twice in each of the last two games: first at home, and then in Cleveland. They also melted under tremendous heat from the Cavaliers. Actually it was worse than that. They came apart at the seams. We saw that when Steph Curry pitched a fit after his sixth foul and Klay Thompson walked to the locker room before the game ended. Both moves were weak and childish, inviting no confidence from their teammates and giving plenty to their opponents.

No doubt the Warriors can win. But no doubt they also feel entitled, and that’s a problem too. You get a clear sense in this series that the Cavs want to win the title more than the Warriors want to keep it (along with the legacy of a record-breaking regular season). That legacy isn’t a burden to the Cavaliers. It’s a rooster they want to knock off its shed.

So, again, I don’t want to see King James wear the crown tonight. But either way it goes, he’ll still earn the right to the nickname. And he’ll be the MVP when it matters most.

 

 

doc036cThe NYTimes says the Mandarins of language are demoting the Internet to a common noun. It is to be just “internet” from now on. Reasons:

Thomas Kent, The A.P.’s standards editor, said the change mirrored the way the word was used in dictionaries, newspapers, tech publications and everyday life.

In our view, it’s become wholly generic, like ‘electricity or the ‘telephone,’ ” he said. “It was never trademarked. It’s not based on any proper noun. The best reason for capitalizing it in the past may have been that the word was new. But at one point, I’ve heard, ‘phonograph’ was capitalized.”

But we never called electricity “the Electricity.” And “the telephone” referred to a single thing of which there billions of individual examples.

What was it about “the Internet” that made us want to capitalize it in the first place? Is usage alone reason enough to stop respecting that?

Some of my tech friends say the “Internet” we’ve had for all these years is just one prototype: the first and best-known of many other possible ones.

All due respect, but: bah.

There is only one Internet just like there is only one Universe. There are other examples of neither.

Formalizing the lower-case “internet,” for whatever reason, dismisses what’s transcendent and singular about the Internet we have: a whole that is more, and other, than a sum of parts.

I know it looks like the Net is devolving into many separate systems, isolated and silo’d to some degree. We see that with messaging, for example. Hundreds of different ones, most of them incompatible, on purpose. We have specialized mobile systems that provide variously open vs. sphinctered access (such as T-Mobile’s “binge” allowance for some content sources but not others), zero-rated not-quite-internets (such as Facebook’s Free Basics) and countries such as China, where many domains and uses are locked out.

Some questions…

Would we enjoy a common network by any name today if the Internet had been lower-case from the start?

Would makers or operators of any of the parts that comprise the Internet’s whole feel any fealty to what at least ought to be the common properties of that whole? Or would they have made sure that their parts only got along, at most, with partners’ parts? Would the first considerations by those operators not have been billing and tariffs agreed to by national regulators?

Hell, would the four of us have written The Cluetrain Manifesto? Would David Weinberger and I have written World of Ends or New Clues if the Internet had lacked upper-case qualities?

Would the world experience absent distance and cost across a The Giant Zero in its midst were it not for the Internet’s founding design, which left out billing proprietary routing on purpose?

Would we have anything resembling the Internet of today if designing and building it had been left up to phone and cable companies? Or to governments (even respecting the roles government activities did play in creating the Net we do have)?

I think the answer to all of those would be no.

In The Compuserve of Things, Phil Windley begins, “On the Net today we face a choice between freedom and captivity, independence and dependence. How we build the Internet of Things has far-reaching consequences for the humans who will use—or be used by—it. Will we push forward, connecting things using forests of silos that are reminiscent the online services of the 1980’s, or will we learn the lessons of the Internet and build a true Internet of Things?”

Would he, or anybody, ask such questions, or aspire to such purposes, were it not for the respect many of us pay to the upper-cased-ness of “the Internet?”

How does demoting Internet from proper to common noun not risk (or perhaps even assure) its continued devolution to a collection of closed and isolated parts that lack properties (e.g. openness and commonality) possessed only by the whole?

I don’t know. But I think these kinds of questions are important to ask, now that the keepers of usage standards have demoted what the Net’s creators made — and ignore why they made it.

If you care at all about this, please dig Archive.org‘s Locking the Web open: a Call for a Distributed Web, Brewster Kahle’s post by the same title, covering more ground, and the Decentralized Web Summit, taking place on June 8-9. (I’ll be there in spirit. Alas, I have other commitments on the East Coast.)

For some reason, many or most of the images in this blog don’t load in some browsers. Same goes for the ProjectVRM blog as well. This is new, and I don’t know exactly why it’s happening.

So far, I gather it happens only when the URL is https and not http.

Okay, here’s an experiment. I’ll add an image here in the WordPress (4.4.2) composing window, and center it in the process, all in Visual mode. Here goes:

cheddar3

Now I’ll hit “Publish,” and see what we get.

When the URL starts with https, it fails to show in—

  • Firefox ((46.0.1)
  • Chrome (50.0.2661.102)
  • Brave (0.9.6)

But it does show in—

  • Opera (12.16)
  • Safari (9.1).

Now I’ll go back and edit the HTML for the image in Text mode, taking out class=”aligncenter size-full wp-image-10370 from between the img and src attributes, and bracket the whole image with the <center> and </center> tags. Here goes:

cheddar3

Hmm… The <center> tags don’t work, and I see why when I look at the HTML in Text mode: WordPress removes them. That’s new. Thus another old-school HTML tag gets sidelined. :-(

Okay, I’ll try again to center it, this by time by taking out class=”aligncenter size-full wp-image-10370 in Text mode, and clicking on the centering icon in Visual mode. When I check back in Text mode, I see WordPress has put class=”aligncenter” between img and src. I suppose that attribute is understood by WordPress’ (or the theme’s) CSS while the old <center> tags are not. Am I wrong about that?

Now I’ll hit the update button, rendering this—

cheddar3

—and check back with the browsers.

Okay, it works with all of them now, whether the URL starts with https or http.

So the apparent culprit, at least by this experiment, is centering with anything other than class=”aligncenter”, which seems to require inserting a centered image Visual mode, editing out size-full wp-image-whatever (note: whatever is a number that’s different for every image I put in a post) in Text mode, and then going back and centering it in Visual mode, which puts class=”aligncenter” in place of what I edited out in text mode. Fun.

Here’s another interesting (and annoying) thing. When I’m editing in the composing window, the url is https. But when I “view post” after publishing or updating, I get the http version of the blog, where I can’t see what doesn’t load in the https version. But when anybody comes to the blog by way of an external link, such as a search engine or Twitter, they see the https version, where the graphics won’t load if I haven’t fixed them manually in the manner described above.

So https is clearly breaking old things, but I’m not sure if it’s https doing it, something in the way WordPress works, or something in the theme I’m using. (In WordPress it’s hard — at least for me — to know where WordPress ends and the theme begins.)

Dave Winer has written about how https breaks old sites, and here we can see it happening on a new one as well. WordPress, or at least the version provided for https://blogs.harvard.edu bloggers, may be buggy, or behind the times with the way it marks up images. But that’s a guess.

I sure hope there is some way to gang-edit all my posts going back to 2007. If not, I’ll just have to hope readers will know to take the s out of https and re-load the page. Which, of course, nearly all of them won’t.

It doesn’t help that all the browser makers now obscure the protocol, so you can’t see whether a site is http or https, unless you copy and paste it. They only show what comes after the // in the URL. This is a very unhelpful dumbing-down “feature.”

Brave is different. The location bar isn’t there unless you mouse over it. Then you see the whole URL, including the protocol to the left of the //. But if you don’t do that, you just see a little padlock (meaning https, I gather), then (with this post) “blogs.harvard.edu | Doc Searls Weblog • Help: why don’t images load in https?” I can see why they do that, but it’s confusing.

By the way, I probably give the impression of being a highly technical guy. I’m not. The only code I know is Morse. The only HTML I know is vintage. I’m lost with <span> and <div> and wp-image-whatever, don’t hack CSS or PHP, and don’t understand why <em> is now preferable to <i> if you want to italicize something. (Fill me in if you like.)

So, technical folks, please tell us wtf is going on here (or give us your best guess), and point to simple and global ways of fixing it.

Thanks.

[Later…]

Some answer links, mostly from the comments below:

That last one, which is cited in two comments, says this:

Chris Cree who experienced the same problem discovered that the WP_SITEURL and WP_HOME constants in the wp-config.php file were configured to structure URLs with http instead of https. Cree suggests users check their settings to see which URL type is configured. If both the WordPress address and Site URLs don’t show https, it’s likely causing issues with responsive images in WordPress 4.4.

Two things here:

  1. I can’t see where in Settings the URL type is mentioned, much less configurable. But Settings has a load of categories and choices within categories, so I may be missing it.
  2. I wonder what will happen to old posts I edited to make images responsive. (Some background on that. “Responsive design,” an idea that seems to have started here in 2010, has since led to many permutations of complications in code that’s mostly hidden from people like me, who just want to write something on a blog or a Web page. We all seem to have forgotted that it was us for whom Tim Berners-Lee designed HTML in the first place.) My “responsive” hack went like this: a) I would place the image in Visual mode; b) go into Text mode; and c) carve out the stuff between img and src and add new attributes for width and height. Those would usually be something like width=”50%” and height=”image”. This was an orthodox thing to do in HTML 4.01, but not in HTML 5. Browsers seem tolerant of this approach, so far, at least for pages viewed with the the http protocol. I’ve checked old posts that have images marked up that way, and it’s not a problem. Yet. (Newer browser versions may not be so tolerant.) Nearly all images, however, fail to load in Firefox, Chrome and Brave when viewed through https.

So the main question remaining are:

  1. Is this something I can correct globally with a hack in my own blogs?
  2. If so, is the hack within the theme, the CSS, the PHP, or what?
  3. If not, is it something the übergeeks at Harvard blogs can fix?
  4. If it’s not something they can fix, is my only choice to go back and change every image from the blogs’ beginnings (or just live with the breakage)?
  5. If that’s required, what’s to keep some new change in HTML 5, or WordPress, or the next “best practice” from breaking everything that came before all over again?

Thanks again for all your help, folks. Much appreciated. (And please keep it coming. I’m sure I’m not alone with this problem.)

We all know what this symbol means:

usedhead

Two people are not allowed to share an iPad.

Just kidding. It means the lavatory in the airplane is occupied. Also that it can be used by persons of either gender.

Which gender you are is of no concern to the airline. Or to the lavatory. Because it doesn’t matter.

The fact that lavatories outside airplanes generally sort visitors by gender is also not a big deal. They’ve done that for a long time. To my knowledge this is a matter of custom more than of law.

But for some damn fool reason, “conservative” legislators (you know, the kind that supposedly don’t like new laws and bigger government) in North Carolina, which was my home state for two decades, decided to pass the Public Facilities Privacy & Security Act, which was meant to overturn a piece of local legislation in Charlotte prohibiting operators of public facilities from discriminating on the basis of gender identity or sexual orientation.

Much freaking out has ensued since then. All of it could have been avoided if conservative sympathies actually applied. Meaning, leave well enough alone.

Or just don’t be stupid and pigheaded, which North Carolina’s legislature and governor are clearly being right now.

 

 

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