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Change Is Hard
Change may be inevitable but change is hard. Change becomes harder when those making the change, for whatever reasons, don’t remember change is hard. The only thing that doesn’t change is how easily we forget that change is hard.
OpenAI met with some real friction after announcing its big changes last week. Apple is going to meet some when it doles out its new operating systems with Liquid Glass next month. HBO changes its name so often it can’t even get it right in press releases. The list is as long as history. Every company faces this. Some do it well. Others not so.
As M.G. Siegler points out in this column if you’ve been around long enough you learn to recognize the patterns. You have to be willfully blind or consumed by ego not to. In fact, the problems with instituting change are so predictable it makes one wonder why these AI engines, endlessly regurgitating whatever human wisdom they can scrape and scrounge, don’t caution against it. I’m sure somewhere in all the words and wisdom created by humans “change is hard” has been said before.
If we’re marching towards an advanced AGI with PhD level knowledge that can reason better than humans, I think the masters of the AI universe need to solve that problem before anyone can make a claim that we might someday get there.
Call me when that happens.
It’s like watching a new edition to the Alien franchise hoping one actually turns out to be more than a repeat. Or watching an American football team with a bad offensive line try to run the ball up the middle over and over again. Or thinking that once inflation retreats that prices will come down. Or thinking humans will one day be smart enough not to fall for obvious con games.
The unsolvable riddle about change involves the variables and vagaries of human nature. That’s a constant that will never change.
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
(Image from Linus Nylund on Unsplash)
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Monarch-ing Around
Just a quick share of a shot I caught of a Monarch butterfly yesterday.
Amazed I was able to catch this full wing spread. FWIW I’ve seen fewer Monarchs and Swallowtails this year than in the last two.
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Chicago’s Uptown Theatre Hits 100 and is Still On The Skids
They certainly don’t make movie theatres like they used to. That’s not surprising or new, and long ago signaled a passing of a time when building special places for people to gather became less of a priority than so many other concerns. Chicago’s Uptown Theatre was one of those special places back in the day. It’s been decaying and shuttered since 1981 and every now and then efforts surface to try and bring it back to life.
The Uptown celebrates its 100th birthday on August 18. Built as a grand show palace by Balaban & Katz and the architectural firm Rapp & Rapp, it was hailed as spectacular, and a “splendiferous palace of a place.” The Uptown sat 4,320 in what was called “an acre of seats.”
Offering movies and live entertainment it was billed as a “shrine to democracy where there are no privileged patrons. The wealthy rub elbows with the poor — and are better for this contact.” It also had air conditioning.
Obviously a lot changed throughout the years, talkies took over from silent films, the Great Depression, and the advent of TV changed the dynamic. The Uptown part of town itself fell on hard times and saw big changes, and during much of my time in Chicago was the last section of the lakefront resisting redevelopment. The final act on the Uptown stage was a concert by the J. Geils Band in 1981.
Robert Loerzel has a terrific piece looking back at the Uptown Theatre in the Chicago Tribune that’s more than worth a read as we approach the show palace’s centennial. There’s also an excellent gallery of photos, which the photo above is from. The link should be a gift link, although I don’t know how long that lasts. Loerzel has also authored a new book, The Uptown: Chicago’s Endangered Movie Palace
When I first moved to Chicago in 1999 there were still a few of these show palaces in operation around the city, but the Uptown had long since shuttered. I got to take a tour of the place in the early 1990’s and the scale of what it once offered was impressive to see, only dwarfed by the decay and disrepair.
There are still efforts to try and find funding to restore the Uptown, but I’m sad to say I think priorities have shifted in such a way that we won’t see that happen.
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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Sunday Morning Reading
Back home after a couple of weeks on the road. Good times. Crazy times. Nevertheless, it’s Sunday and there’s Sunday Morning Reading to share.
“Life isn’t just about knowing what you should do, or having the resources to do it, it’s about following through.” So says, John Burn-Murdoch in his piece The Troubling Decline In Conscientiousness. I agree there’s a decline. I’m not so sure the remedy is as simple as it sounds.
The AI race is continuing whether we want it to or not. Apparently there’s now a way to create your own TV show if you want to keep diving deeper into your own delusions. Nina Metz has a great piece on this intrusion into the entertainment industry saying After A Long Day, The Last Thing I Want Is To Tell GenAI To Create a TV Show For Me To Watch.
In Notes From The Circus, Mike Brock takes a look at The Faux Intellectuals of Silicon Valley. “When oligarchs treat human civilization as thought experiments while sophisticated courtiers provide intellectual cover, democratic discourse itself becomes impossible.” Nailed it.
I don’t know about you, but my handwriting went downhill mere minutes after I was no longer graded on it. So it has always sucked. So, I’m not sure if NatashaMH’s latest applies in my case, but she is taking a look at what happens When The Handwriting Changes, suggesting that the body keeps score and so does the pen. Damn, if I’d know there was score keeping…
Mathew Ingram takes a look at age gating, the move afoot to protect kids from the perils of the Internet in The UK’s Well-Meaning Online Safety Law Is A Dumpster Fire. American dumpsters won’t be far behind, because we like to hide from the things we think are bad, pretending we’ve solved the problem, instead of addressing the problem.
Matthew Wolfe tells a great story about Chicago and America’s first black detective, who had a few secrets of his own in The Talented Mr. Bruseaux.
The turmoil among Apple users continues to roil for lots of reasons. Certainly this week’s obsequious bending of the knee by Tim Cook has added more to it. I wrote a bit about that here. I like John Gruber’s take on the issue in Gold, Frankincense, and Silicon.
(Image from OlegRi on Shutterstock)
If you’re interested in just what the heck Sunday Morning Reading is all about you can read more about the origins of Sunday Morning Reading here. If you’d like more click on the Sunday Morning Reading link in the category column to check out what’s been shared on Sunday’s past. You can also find more of my writings on Medium at this link, including in the publications Ellemeno and Rome.
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Marc Maron’s Panicked Is Worth Watching
Got a chance to watch Marc Maron’s latest on HBO or whatever it calls itself this week. Called Marc Maron Panicked, it’s genuine good stuff if you’re a fan of Maron’s comedy and satire, or even if you’re not.
Playing off of the panic most of us feel about most things these days, Maron’s pointed observations not only hit his targets, they knock a few of them down, delivering more than a few belly laughs.
If you think he’s panicked and anxious about the criminals running the country these days, you’re right. But as usual Maron takes sharp aim at liberal failings that helped usher them into office. It’s not all politics. Evacuating during the LA fires, end of life issues, avoiding Nazis and other calamities fuel his panic and his comedy.
Highly recommended, even if you’re not a Marc Maron fan.
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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David Mamet’s Woke Pain Behind His Masks
I first arrived in Chicago in 1999 aiming for a theatre career. I arrived just as David Mamet, one of the bright lights in the theatre firmament at the time, was spreading his wings and moving on from the city that birthed the characters in his plays. Here’s the thing, I was never that big a fan of his work.
I saw the genius in it, but in the viewing it was always as predictable as it was entertaining. In later years after Mamet had found success in film I actually came to believe that his work for the big screen was actually better than it ever was on a stage. As an example, I enjoy the film version of Glengarry Glenn Ross more than I ever have on stage and I attended the Amrerican premiere of that play at The Gooodman Theatre back in 1984. The Spainish Prisoner and State and Main are delights that I always enjoy revisting.
To be fair, I’m in a minority among my professional peers. There’s no denying Mamet’s influence in the theatre and film. Personally, I was more a fan of Sam Shepard’s work. The two ran neck and neck in popularity in my early days in the theatre. But that’s not what this is about.
Somewhere along the way, Mamet became even more of an enigma when he opened up about his political views, which in some ways spun in counter orbit to the milieu of much of what his plays seemed to profess. His plays had a power dynamic that while not completely in sync with the “eat the rich” vein, both celebrated and condemned the powerful, alongside empathy with the downtrodden or less capable.
He was always a gadfly who reveled in that reputation. But there’s reveling, and then there’s reveling. At times it seemed as if he aspired to assume a Bertolt Brecht-like influence. I’m referrring more about his views on theatre, than his political views. Check out his book True and False, or the videos and articles you can find all over the Internet.
No matter what you thought of his work on the stage or in the cinema, once he began commenting about politcal and social issues he became, I dare say, more entertaining than any piece of dramatic literature he created.
In a recent podcast with Sam Fragoso, Mamet revealed that part of the reason for his seemingly 180 degree turn in professing his political beliefs was because those in the media and literary circles that had always promoted him turned away from his work. No criticism stings more than being ignored. I’m not sure what’s the chicken or what’s the egg in that discussion, but it was a statement that did leave quite a bit of egg on his face. He later got fed up with Fragaoso and walked off the podcast.
Continuing to stay in the entertainment news this week, Mamet authored an op-ed in the Wall Street Journal called Sorry, Billionaires — There’s No Escape, essentially saying we’e all doomed regardless of how we’re measured on the wealth scale in life. Biilionaires who think they’ve built doomsday hide-aways will be undone by the laborers they hire to keep the places running. Of course those less privileged don’t even matter in the equation. It’s a reguritation of the history of the world that Brecht and Sondheim did better.
The thing of it is, for many Mamet was always as entertaining as he was enigmatic . I find him more so in these later chapters of his story, even with its odd and often confusing mix of woke hurt feelings bouncing up against his conservative bent.
But then, as Mamet, contradicting his maxim about truth says, “it’s not a lie. It’s a gift for fiction.”
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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Bending Over Backwards To Bend The Knee
The idiomatic phrase, “bending the knee” is defined something like this:
“To swear fealty or allegiance to another person. To submit to or show reverence toward a divine power. To show undue deference, obedience, or support for someone or something.”
Focus for a moment on the word “undue” above. It’s the key.
“Undue” is defined as not appropriate, warranted, or justified; excessive or overextended.
There’s no point really in being duly or unduly outraged any longer by cowardly corporate titans, academic institutions, legal firms, media mavens, and politicians bending the knee to the child rapist and convicted felon Donald Trump. Capitulation and public humiliation has become the name of the game for those who’ve lost any sense of honor and dignity. It appears now that the game has moved into a different quarter, to see who can be the most unduly outrageous in bootlicking and ass kissing.
When CEOs like Apple’s Tim Cook start bearing ostentatious gifts featuring his company’s treasured and expensively protected branding on a glass plaque, mounted on gold, you have to wonder just how little self-respect these once corporate giants have for themselves, much less their companies.
Sure, they will say it is to protect the business, market share, and their stock holders. That’s largely true. When threatened with a corporate beheading, I’m sure most would prefer keeping their corporate head on their corporate shoulders, shrinking and cowering that they may be. I guess in the circles they travel in, it’s cooler to be a part of the cruel and vulgar crowd that’s grabbed them by the short hairs and made them squeal like so many pigs in a pen, than it is to stand for what’s right.
I’ve given up being shocked, disappointed, and pissed off when things like this happen. It’s become so routine. I look forward to the day when I may run into some of these cowards by chance and laughing in their face, after I spit in it. They may deserver their bonuses after keeping the profits rolling in, but they more than deserve public derision.
I’ve had to swallow some shit in my lifetime catering to donors in the not-for-profit arts game. I get the impulse, and I get the desperation. I’m proud to say I’ve turned away some donations. I’m also ashamed to say I had to accept a few with conditions I didn’t like. So, I get it. I will say that as personally demeaning as the latter instances were, they never jeopardized the image of the company I was working for. I’ll carry my indignity and the tasted of that shit from those instances to my grave.
If this chapter in the decline of humanity ever turns around the only thing certain is that the the shame these corporate, academic, legal, media, and political dwarves have earned will forever stain them and the brands they represent. They will be duly branded.
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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AI Customer Support Devalues Customers And The Company That Adopts It
I noticed an article on MacRumors that Apple is getting ready to roll out it’s “AI-powered Support Assistant.” Apparently Apple’s only willing to take the risk with tech support and not customer support. That’s where money might exchange bank accounts.
This is the way the world is spinning at the moment. My prediction is that companies will ratchet back these cost saving moves but not until the realize what it costs in customer loyalty. We have to go through the suck, before we get to the less suck.
I base that prediciton on my experiences spending the better part of this Summer and past Spring helping clients and a few relatives, some elderly, work to cut back on expenses and take care of some warranty repairs for appliances. (Hint: Ditiching warranty services is one way to cut montly costs.)
Timing is everything. My efforts coincided with several of these companies caught in the process of switching to AI solutions for customer and tech support. To be direct, it was a mess. For me, the customer, and also for the employees left holding the bag on the other end of these crazy corporate strategies.
No one would argue that most customer and technical support systems were in good shape previous to these kind of moves. They were indeed ripe for re-inventing and they have always been easy marks for the bean counters to cut corners.
Chatbots had already begun to proliferate, descended from automated phone trees like some form of inverted evolution that only a sadist could love. No one would ever conclude that they had been intelligently designed. My previous experiences were always hit and miss, but at least I understood that if I followed the steps I could eventually reach someone on a phone or live chat. During these transitons that became nigh on near impossible.
Prior to one of the companies I worked making the switch, it had become obvious that they had abandoned call centers and let their agents work from home. I kid you not, I spent one phone call with a barking dog in the background of whatever small quarters this rep was in, and another with two small children fighting with each other in the background of another call.
Let me give you one example from my recent experience with one company undergoing a transiton to AI tech and customer support.
Sears Home Services
Sears Home Services has been a popular home warranty service for many throughout the years. It’s been apparent for a while that services like these have lost their luster and some have devolved into scams. But for folks of certain generations they were always in the monthly budget. In my experience with one of my clients, prior to their switchover, it worked about as well as it was advertised to work. You made a call, talked with an agent, set up an appointment, a technician arrived to check things out, ordered parts if necessary, rescheduled the appointment, and then came back to effect the repair or replacement.
The first repair I assisted with happened just like I described above. The entire process from first call to final signoff on the repair took 10 days.
The second call not so much.
I guessed things were in trouble when the phone number prominently displayed on the webpage would not yield a method of speaking with an agent, but kept pushing me to their chatbot. The chatbot had limited options that you could select. It did not have a way to enter any request beyond those options. My guess is the company didn’t want customers speaking to an agent.
Undaunted, I did the usual online searching for phone numbers and finally stumbled on to a Reddit thread where users experiencing the same problems were reporting phone numbers that worked. Until they didn’t. It was a cat and mouse game of dialing a phone number before it was changed or taken out of service. That lasted about a week.
Finally I succumbed and scheduled an appointment via the chatbot. That chatbot sure was happy. I was told the support technician would contact me the night before to schedule a more specific appointment window. Things were looking up. That call never came. The morning of the appointment I got a text telling me the appointment was scheduled between 8 and 5pm. In my previous experiences these appointments were scheduled in four hour windows.
On the afternoon of the repair, at 5:30pm I got a phone call from a support person saying he would be their in a half-hour. He showed up 45 minutes later. He diagnosed the issue, said he would order parts and they would be shipped directly to me. This was a change I’ll describe later. He then said he needed to go sit in his truck and work with the system to get the parts ordered and that would take a half-hour or so becuase the system was constantly kicking him out mid-order and he would have to start over.
When he came back to finalize everything for that appointment he reiterated that this new system was screwed up. I told him I wasn’t a fan either. We had a good conversation.
Previously, according to him, each night technicians like him would get a list of their appointments for the next day. They would go to a drop ship pickup location for any parts for that day’s appointments, head out and do the work. Now the system sent parts directly to the address of the repair and required the customer to reschedule the next appointment once the parts arrived. Because customers were not receiving notifications of these part shipments, the parts would just show up, often get returned, delaying the inevitable service.
Most striking in his telling was the fact that he no longer received the next day’s list of appointment the night before. Only the first one for the day. Once that was completed he would receive his next appointment. Again, according to him, the previous system in place for dispatching personnel was pretty good at scheduling the next day’s appointments with minimal travel time between appointments. Now with the new system, he would find himself traveling between appointments, often located far apart, more than he would working the repairs.
To begin to bring this ancedote about this repair to a close, suffice it to say that the entire episode from first call to eventual repair has not yet been completed. It begin on May 20. Once it was determined that the appliance needed to be replaced, not repaired (that took two appointments,) a new one was ordered. Then canceled by Sears Home Repair’s system. Then re-ordered.
On the night before the scheduled delivery I got a call that it would be delivered the next day. That morning I got a call saying the delivery would take place that morning. Ten minutes later I got a call saying that the appliance had not been delivered to the delivery driver. (It was too large for a home delivery.) This necessitated canceling the order, re-ordering and a repeat of the process.
Somewhere in the middle of the process phone calls with agents became possible again. Progress? Not quite.
After several discussions with several agents I discovered that they were as challenged as their customers were by the new system. I’m sure you’ve played the escalation game to get to a supervisor and I played that game here as well. At last count I’m waiting on approximately 7 phone calls from supervisors that never came in.
Eventually the appliance was delivered to the delivery person. But there was no record in the system of an appointment to install the new one and remove the old one as per the warranty.
It took a month and two more canceled appointments for installation before Sears finally gave up and said a check would be forthcoming to cover the installation costs. That check has yet to arrive. (That’s why I consider the transaction not completed.) We did get the appliance installed on our own.
But of course, we did receive the usual survey request asking us to rate how well Sears Home Repair Services performed. Once the check arrives and clears the bank, my client will be cancelling that warranty. That will be our response.
Xfinity
One bill I was working on reducing for another client was Xfinity. I probably don’t need to say more if you’ve ever dealt with that company. But I will. I simply wanted to call and discuss plan options for reducing the bill.
No where was I able to get through to a live person. I was sent links to chatbots that would promise a live person, if I followed along, but those calls never connected.
I eventually took a trip to an Xfinity store and got the info and made adjustments to my client’s bill in person. The staff member at that store told me that they were seeing more foot traffic because the online and phone systems were such a mess.
Back to Apple
Now, I began this post mentioning Apple’s move to a generative AI based technical support system. I find this greatly disappointing. In general, because I believe this type of cost cutting move represents a decline in how I value a company because it represents a decline in how these companies view their customers. And in Apple’s case, I have typically found Apple’s tech support to be better than most companies. Not perfect. Still flawed. But better than most.
I’ve had to work through some tricky issues over the years with Apple’s technical support. Some easily resolved. Some not so. One of those issues required several months worth of conversations, eventually reaching up the chain to Craig Federeghi, before getting the issue resovled. I can’t imagine any tech support system being able to measure up to what Apple has currently, even with flaws and failures that require steadfast persistence and often negotiation.
In my attempts to aid my clients I’ve tried some of the AI chatbots that aren’t part of the specific company I’m working with. Typically they spit out much of what I imagine is in the documentation most phone bank customer service reps use to begin a diagnostic process. (Yes, the device or appliance is plugged in.)
I imagine that Apple will use this new system to handle those rudimentary requests that come in that I’m sure fill up the tech support queues and can be resolved easily. I can only hope Apple then passes more difficult issues to an actual human being who can do the type of intervention necessary to reach a resolution. Heaven help us all, and Apple, if they ever automate the degree of support that requires screen sharing over to a robot.
I have yet to meet anyone in the real world that thinks AI on any level is going to fulfill anything close to the promises made by those pushing it. Folks have already seen and felt the results of these early efforts and have turned sour on the entire concept. I think of this like I imagine the last century’s transition to the automobile. Regardless of how some felt upon seeing the first automobiles on the same streets as pedestrian and horse traffic, everyone knew, for better or worse, it was a future they would have to adapt to.
I have encountered a few business owners who think AI will help them create efficiency and reduce costs, but their discussions about what is possible demonstrate a real hype-fed ignorance and hoped for way of cutting costs. I have one client who is smitten with the promise, but is constantly getting bitten by the results.
I’m betting Apple’s move will take a bite out of its customer satisfacton numbers as well.
(Image from Munthia on Shutterstock)
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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Squirrel!
I happened to look out the back door this morning and caught this squirrel checking out the hula hoops and other back porch detritus. As I pulled out my camera, the squirrel looked back.
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The Quest for the Unicorn AI Device
Reporters love to declare war, crown winners and dismiss losers. Except of course when it comes to shooting wars and the rhetoric that often leads to them. But that’s not what this post is about. Tim Higgins of The Wall Street Journal, and his headline writers, are declaring that Mark Zuckerberg Just Declared War on the iPhone.
I usually expect this kind of nonsense from the half-a-gazillion blogs and social media accounts out there that like to ginny up controversy to generate clicks. With AI glasses will clicks become blinks?
Now that I think about it, I’m wrong in my expectations because the WSJ, like most of the mainstream media is trying hard (too hard) to follow that pattern these days. It’s an easy game to play in the short term, but then so is the game of companies and governments making big announcements about the future. Remember the “pivot to video?” Remember “virtual reality?” The faux legs went out from underneath that pretty quick.
Higgins does and mentions those failures to capture marketshare beyond the initial hype and funding fevers. Nevertheless, he forgets a few simple things during his embedded tour on this march to the promise of “Personal Super Intelligence.” (That’s this fiscal quarter’s new label.) Zuckerberg might indeed be banging the war drums by propagandizing AI glasses as the latest form factor of mass destruction, but it’s too much hype without enough rhythm to marshall the troops. And to be fair, most of Higgins’ column is just regurgitating old news (AI summary?) that has been bouncing around in what passes for new news these days, tacking Zuckerberg’s recent announcement on as the headline war cry.
Bottom line in my opinion, we’re not going to see any new form factor take down iPhones, smartphones as a category, or computers, as the way we live, work and play in any near future. Folks have been waiting for all kinds of second comings for quite awhile now. I love how even the coming of advanced AI is now referred to as “near emergence.”
One day perhaps. Long after most of us interested in what this technological moment might eventually yield will have forgotten what Medicare and Medicaid were actually about. If and when that day arrives, the real clicks (blinks?) will be in tutorials on how to turn off all of the notifications and other distractions and keep the tech from tracking you.
I’m old enough to remember when FourSquare came on the scene. The promise was you’d walk down the street and receive a notification from the coffee shop you just passed about the daily special. That never really materialized, but the tech was different then. Google and Waze later tried that and just annoyed any driver who stopped at stoplights looking for their next turn.
When the marketing survelllance mavens can figure out how not to send me ads for something I just bought I think there might actually be a chance for that kind of thing to work. A small chance, but a chance. But they’re not even close to that on the backend, let alone integrating them into some device that might pinch your nostrils after wearing them for too long.
Don’t get me wrong. I think it is indeed cool when companies create niche products that give some people joys and hobbies. Bits and pieces of that kind of innovation often creep into bigger things that do help our lives somewhere down the road. Even if they become creepy. Obviously I’d prefer they not become creepy, but that’s where the money is and the creeps always follow the money.
I’d much prefer to see the money and the hype meisters follow something like this that could probably actually help humanity. But even that kind of innovation can attract the creep factor.
Call me when a reporter can research, write, and submit for editing a column like this one I’m complaining about with a pair of AI glasses, an Alexa device, or a pendant, or any other smart device currently in the works.
Call me again, when the AI summary machines can actually deliver an accurate summarization of that article.
You can also find more of my writings on a variety of topics on Medium at this link, including in the publications Ellemeno and Rome. I can also be found on social media under my name as above.
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Life on the Wicked Stage: Act 3
Musings on life, the theatre, technology, culture and the occasional emu sighting
Life on the Wicked Stage: Act 3 