Category Archives: Online User Experience

Is the Customer Always Right?

You can’t always get what you want
But if you try sometimes, well, you might find
You get what you need

The Rolling Stones – 1969

When I retired from marketing 11 years ago, I did a brief stint running a tourism business, putting together custom bike tours. I thought it would be an ideal semi-retirement gig – riding bikes and hanging out with others who loved road cycling. Like many customer facing businesses, we lived and died by ratings. Because we were an experience curator, we regularly dealt with dozens of other tourism-based businesses. We were all dealing in the same currency – those elusive five-star ratings.

In theory, I think customer ratings are a good idea. But there is a dark side – the overly entitled customer that wields the threat of a negative review over the head of a proprietor. By the end of the season, all the operators we were dealing with were burnt out and frustrated. Overt entitlement sucked all the joy out of being in the tourism biz. This trend got much worse as we were pulling out of Covid. It was as if the entitled had doubled down on their demands during the pandemic. That was when I decided to hang up my cycling shoes. Life was too short to stress about catering to a bunch of whiny, demanding guests who threatened to bring the wrath of a bad TripAdvisor review down on me.

The internet’s early promise was to democratize markets that were traditionally asymmetrical. Suddenly, everyone had a voice. And, at first, it was wonderful. But predictably, we found a way to screw it up. Compared to the dumpster fire that is social media, online ratings are not pure evil, but they do have their dark side in a culture full of entitled customers.

If you doubt that North America is narcissistically entitled, I direct you to Jean Twenge and Keith Campbell’s book, the Narcissism Epidemic. Based on years of extensive research, it shows how we have fostered an age of entitlement that lives by the maxim that everyone should be treated special. That is now the baseline of expectation. We have brought this on ourselves, by insisting that we – and especially our children – receive special treatment. But, as any statistician can tell you, we can’t all be above average. Sooner or later, something has to give.

This is especially true in tourism. We all long for that magical, once-in a lifetime vacation. In fact, we now demand it. But that is impossible to deliver on. Just check into the most popular vacation destinations in the world: Paris, Rome, Barcelona, Venice and London. All are creaking under the weight of unprecedented numbers of tourist. And the supporting infrastructure can’t support it. Those places are popular because they have a sense of romance, history and magic. Everyone wants to experience strolling through the secluded streets of Rome at twilight, stopping to toss a coin into the Trevi Fountain.

But the reality is far different. Last year, Rome was invaded by an onslaught of 35 million tourists. Crowds ten to twelve deep push towards the fountain, crushing each other and providing the ideal environment for pick pockets. It’s gotten so bad; the City of Rome is looking at instituting a ticket reservation system to see the fountain.

That is the reality. Over tourism has stripped Rome of its magic. But marketing continues to push the elusive dream of the ideal Roman Holiday, leading us to believe that we’re entitled to that. Everyone else can put up with the crowds and the hassles. But not us – we’re special. And that expectation of special treatment unleashes a vicious cycle. Disappointment is sure to follow. We’ll voice our disappointment by leaving a nasty review somewhere. And some poor tourism operator who’s just trying to keep up will see his or her business slip away as the negative reviews pile up.

I do believe this idea of customer entitlement is particularly prevalent with North Americans. We have constructed it on pagan alter of crazy consumerism, as this post from on the Zendesk Blog by Susan Lahey explains, “ U.S. culture, especially American consumer culture, focuses a lot on making people feel special. After being treated like this in enough scenarios, people come to expect it. Then, when they don’t get their way, they’re upset. They feel like they have a right to act however they want towards others until they’re appeased—which winds up isolating the consumer and shaping their view of the world as ‘me against them.’ “

Lahey provides a counter-example of sustainable consumerism –aligned to a culture that embraces egalitarianism. You’ll find it in what are supposed to be the happiest countries on earth – Finland, Denmark, Iceland and Sweden: “One thing these countries have in common is a set of social norms called the Jante Laws, which say that no one is more special than anyone else. Far from making citizens unhappy, it seems to make them more resilient when they don’t get what they want.”

Less entitlement, more resiliency – that doesn’t sound like a bad plan for the future!

Democracy Dies in the Middle

As I write this, I don’t know what the outcome of the election will be. But I do know this. There has never been an U.S. Presidential election campaign quite like this one. If you were scripting a Netflix series, you couldn’t have made up a timeline like this (and this is only a sampling):

January 26 – A jury ordered Donald Trump to pay E. Jean Carroll $83 million in additional emotional, reputation-related, and punitive damages. The original award was $5 million.

April 15 – Trial of New York vs Donald Trump begins. Trump was charged with 34 counts of felony.

May 30 – Trump is found guilty on all 34 counts in his New York trial, making him the first U.S. president to be convicted of a felony

June 27 – Biden and Trump hold their first campaign debate hosted by CNN. Biden’s performance is so bad, it’s met with calls for him to suspend his campaign

July 1 – The U.S. Supreme Court delivers a 6–3 decision in Trump v. United States, ruling that Trump had absolute immunity for acts he committed as president within his core constitutional purview.  This effectively puts further legal action against Trump on hold until after the election

July 13 – Trump is shot in the ear in an assassination attempt at a campaign rally held in Butler, Pennsylvania. One bystander and the shooter are killed and two others are injured.

July 21 – Biden announces his withdrawal from the race, necessitating the start of an “emergency transition process” for the Democratic nomination. On the same day, Kamala Harris announces her candidacy for president.

September 6 – Former vice president Dick Cheney and former Congresswoman Liz Cheney announce their endorsements for Harris. That’s the former Republican Vice President and the former chair of the House Republican Conference, endorsing a Democrat.

September 15: A shooting takes place at the Trump International Golf Club in West Palm Beach, Florida, while Donald Trump is golfing. Trump was unharmed in the incident and was evacuated by Secret Service personnel.

With all of that, it’s rather amazing that – according to a recent PEW Research Centre report – Americans don’t seem to be any more interested in the campaign than in previous election years. Numbers of people closely following election news are running about the same as in 2020 and are behind what they were in 2016.

This could be attributed in part to a certain ennui on the part of Democrats. In the spring, their level of interest was running behind Republicans. It was only when Joe Biden dropped out in July that Democrats started tuning in in greater numbers. As of September, they were following just as closely as Republicans.

I also find it interesting to see where they’re turning for their election coverage. For those 50 plus, it is overwhelmingly television. News websites and apps come in a distant second.

But for those under 50, Social Media is the preferred source, with news websites and television tied in second place. This is particularly true for those under 30, where half turn to Social media. The 30 to 49 cohort is the most media-diverse, with their sources pretty much evenly split between TV, websites and social media. 

If we look at political affiliations impacting where people turn to be informed, there was no great surprise. Democrats favour the three networks (CBS, NBC and ABC, with CNN just behind. Republicans Turn first to Fox News, then the three networks, then conservative talk radio.

The thing to note here is that Republicans tend to stick to news platforms known for having a right-wing perspective, where Democrats are more open to what could arguably be considered more objective sources.

It is interesting to note that this flips a bit with younger Republicans, who are more open to mainstream media like the three networks or papers like the New York Times. Sixty percent of Republicans aged 18 – 29 cited the three networks as a source of election information, and 45% mentioned the New York Times.

But we also have to remember that all younger people, Republican or Democrat, are more apt to rely on social media to learn about the election. And there we have a problem. Recently, George Washington University political scientist Dave Karpf was interviewed on CBC Radio about how Big Tech is influencing this election.  What was interesting about Karpf’s comments is how social media is now just as polarized as our society. X has become a cesspool of right-leaning misinformation, led by Trump supporter Elon Musk, and Facebook has tried to depoliticize their content after coming under repeated fire for influencing previous campaigns.

So, the two platforms that Karpf said were the most stabilized in past elections have effectively lost their status as common ground for messaging to the right and the left.  Karpf explains, “Part of what we’re seeing with this election cycle is a gap where nothing has really filled into those voids and left campaigns wondering what they can do. They’re trying things out on TikTok, they’re trying things out wherever they can, but we lack that stability. It is, in a sense, the first post social media election.”

This creates a troubling gap. If those under the age of 30 turn first to social media to be informed, what are they finding there? Not much, according to Karpf. And what they are finding is terribly biased, to the point of lacking any real objectivity.

In 2017, the Washington Post added this line under their masthead: “Democracy Dies in Darkness”. , in this polarized mediascape, I think it’s more accurate to say “Democracy Dies in the Middle”.  There’s a Right-Wing reality and a Left-Wing reality. The truth is somewhere in the middle. But it’s getting pretty hard to find it.

Not Everything is Political. Hurricanes, for Example.

During the two recent “once in a lifetime” hurricanes that happened to strike the southern US within two weeks of each other, people apparently thought they were a political plot and that meteorologists were in on the conspiracy,

Michigan meteorologist Katie Nickolaou received death threats through social media.

“I have had a bunch of people saying I created and steered the hurricane, there are people assuming we control the weather. I have had to point out that a hurricane has the energy of 10,000 nuclear bombs and we can’t hope to control that. But it’s taken a turn to more violent rhetoric, especially with people saying those who created Milton should be killed.”

Many weather scientists were simply stunned at the level of stupidity and misinformation hurled their way. After someone suggested that someone should “stop the breathing” of those that “made” the hurricanes, Nickolaou responded with this post, “Murdering meteorologists won’t stop hurricanes. I can’t believe I just had to type that.”

Washington, D.C. based meteorologist Matthew Cappucci also received threats: “Seemingly overnight, ideas that once would have been ridiculed as very fringe, outlandish viewpoints are suddenly becoming mainstream, and it’s making my job much more difficult.” 

Marjorie Taylor Greene, U.S. Representative for  Georgia’s 14th congressional district, jumped forcefully into the fray by suggesting the conspiracy was politically motivated.  She posted on X: “This is a map of hurricane affected areas with an overlay of electoral map by political party shows how hurricane devastation could affect the election.”

And just in case you’re giving her the benefit of the doubt by saying she might just be pointing out a correlation, not a cause, she doubled down with this post on X: “Yes they can control the weather, it’s ridiculous for anyone to lie and say it can’t be done.” 

You may say that when it comes to MTG, we must consider the source and sigh “You can’t cure stupid.”   But Marjorie Taylor Greene easily won a democratic election with almost 66% of the vote, which means the majority of people in her district believed in her enough to elect her as their representative. Her opponent, Marcus Flowers, is a 10-year veteran of the US Army and he served 20 years as a contractor or official for the State Department and Department of Defense. He’s no slouch. But in Georgia’s 14th Congressional district, two out of three voters decided a better choice would be the woman who believes that the Nazi Secret Police were called the Gazpacho.

I’ve talked about this before. Ad nauseum – actually. But this reaches a new level of stupidity…and stupidity on this scale is f*&king frightening. It is the most dangerous threat we as humans face.

That’s right, I said the “biggest” threat.  Bigger than climate change. Bigger than AI. Bigger than the new and very scary alliance emerging between Russia, Iran, North Korea and China. Bigger than the fact that Vladimir Putin, Donald Trump and Elon Musk seem to be planning a BFF pajama party in the very near future.

All of those things can be tackled if we choose to. But if we are functionally immobilized by choosing to be represented by stupidity, we are willfully ignoring our way to a point where these existential problems – and many others we’re not aware of yet – can no longer be dealt with.

Brian Cox, a professor of particle physics at the University of Manchester and host of science TV shows including Universe and The Planets, is also warning us about rampant stupidity. “We may laugh at people who think the Earth is flat or whatever, the darker side is that, if we become unmoored from fact, we have a very serious problem when we attempt to solve big challenges, such as AI regulation, climate or avoiding global war. These are things that require contact with reality.” 

At issue here is that people are choosing politics over science. And there is nothing that tethers political to reality. Politics are built on beliefs. Science strives to be built on provable facts. If we choose politics over science, we are embracing wilful ignorance. And that will kill us.

Hurricanes offer us the best possible example of why that is so. Let’s say you, along with Marjorie Taylor Greene, believe that hurricanes are created by meteorologist and mad weather scientists. So, when those nasty meteorologists try to warn you that the storm of the century is headed directly towards you, you respond in one of two ways: You don’t believe them and/or you get mad and condemn them as part of a conspiracy on social media. Neither of those things will save you. Only accepting science as a reliable prediction of the impending reality will give you the best chance of survival, because it allows you to take action.

Maybe we can’t cure stupid. But we’d better try, because it’s going to be the death of us.

The Political Brinkmanship of Spam

I am never a fan of spam. But this is particularly true when there is an upcoming election. The level of spam I have been wading through seems to have doubled lately. We just had a provincial election here in British Columbia and all parties pulled out all stops, which included, but was not limited to; email, social media posts, robotexts and robocalls.

In Canada and the US, political campaigns are not subject to phone and text spam control laws such as our Canadian Do Not Call List legislation. There seems to be a little more restriction on email spam. A report from Nationalsecuritynews.com this past May warned that Americans would be subjected to over 16 billion political robocalls. That is a ton of spam.

During this past campaign here in B.C., I noticed that I do not respond to all spam with equal abhorrence. Ironically, the spam channels with the loosest restrictions are the ones that frustrate me the most.

There are places – like email – where I expect spam. It’s part of the rules of engagement. But there are other places where spam sneaks through and seems a greater intrusion on me. In these channels, I tend to have a more visceral reaction to spam. I get both frustrated and angry when I have to respond to an unwanted text or phone call. But with email spam, I just filter and delete without feeling like I was duped.

Why don’t we deal with all spam – no matter the channel – the same? Why do some forms of spam make us more irritated than others? It’s almost like we’ve developed a spam algorithm that dictates how irritated we get when we deal with spam.

According to an article in Scientific American, the answer might be in how the brain marshalls its own resources.

When it comes to capacity, the brain is remarkably protective. It usually defaults to the most efficient path. It likes to glide on autopilot, relying on instinct, habit and beliefs. All these things use much less cognitive energy than deliberate thinking. That’s probably why “mindfulness” is the most often quoted but least often used meme in the world today.

The resource we’re working with here is attention. Limited by the capacity of our working memory, attention is a spotlight we must use sparingly. Our working memory is only capable of handling a few discrete pieces of information at a time. Recent research suggests the limit may be around 3 to 5 “chunks” of information, and that research was done on young adults. Like most things with our brains, the capacity probably diminishes with age. Therefore, the brain is very stingy with attention. 

I think spam that somehow gets past our first line of defence – the feeling that we’re in control of filtering – makes us angry. We have been tricked into paying attention to something that was unsuspected. It becomes a control issue. In an information environment where we feel we have more control, we probably have less of a visceral response to spam. This would be true for email, where a quick scan of the items in our inbox is probably enough to filter out the spam. The amount of attention that gets hijacked by spam is minimal.

But when spam launches a sneak attack and demands a swing of attention that is beyond our control, that’s a different matter. We operate with a different mental modality when we answer a phone or respond to a text. Unlike email, we expect those channels to be relatively spam-free, or at least they are until an election campaign comes around. We go in with our spam defences down and then our brain is tricked into spending energy to focus on spurious messaging.

How does the brain conserve energy? It uses emotions. We get irritated when something commandeers our attention. The more unexpected the diversion, the greater the irritation.  Conversely, there is the equivalent of junk food for the brain – input that requires almost no thought but turns on the dopamine tap and becomes addictive. Social media is notorious for this.

This battle for our attention has been escalating for the past two decades. As we try to protect ourselves from spam with more powerful filters, those that spread spam try to find new ways to get past those filters. The reason political messaging was exempt from spam control legislation was that democracies need a well-informed electorate and during election campaigns, political parties should be able to send out accurate information about their platforms and positions.

That was the theory, anyway.

The Songs that Make Us Happy

Last Saturday was a momentous day in the world of media, especially for those of us of a certain age. Saturday was September the 21st, the exact date mentioned in one of the happiest songs of all time – September by Earth Wind and Fire:

Do you remember
The 21st night of September?
Love was changin’ the minds of pretenders
While chasin’ the clouds away

If you know the song, it is now burrowing its way deep into your brain. You can thank me later.

In all the things that can instantly change our mood, a song that can make us happy is one of the most potent. Why is that? For me, September can instantly take me to my happy place. And it’s not just me. The song often shows up somewhere on lists of the happiest songs of all time. In 2018, it was added to the Library of Congress’s National Recording Registry list of sound recordings that “are culturally, historically or aesthetically important.

But what is it about this song that makes it an instant mood changer?

If you’re looking for the source of happiness in the lyrics, you won’t find it here. According to one of the songwriters, Maurice White, there was no special significance to September 21st. He just liked the way it rhymed with “remember.”

And about 30% of the full lyrical content consists of two words, neither of which mean anything: Ba-dee-ya and Ba-du-da. Even fellow songwriter Allee Willis couldn’t find meaning in the lyric, at one point begging writing partner White to let him rewrite that part – “I just said, what the f*$k does ba-dee-ya mean?”

But perhaps the secret can be found in what Willis said in a later interview, after September became one of Earth Wind and Fire’s biggest hits ever, “I learned my greatest lesson ever in songwriting … which was never let the lyric get in the way of the groove’ (for those of you not living in the seventies – “groove” is a good thing. In Gen Z speak, it would be “vibing”).

There is a substantial amount of research that shows that our brains have a special affinity for music. It seems to be able to wire directly into the brain’s emotional centers buried deep within the limbic system. Neuroimaging studies have shown that when we listen to music, our entire brain “lights up” – so we hear music at many different levels. There is perhaps no other medium that enjoys this special connection to our brains.

In 2015, Dutch neuroscientist Dr. Jacob Jolij narrowed in on the playlists that make us happy. While recognizing that music is a subjective thing (one person’s Black Sabbath is another’s Nirvana), Jolij asked people to submit their favorite feel-good tracks and analyzed them for common patterns. He found that the happiest tunes are slightly faster than your average song (between 140 and 150 beats per minute on average), written in a major key, and either about happy events or complete nonsense.

Earth Wind and Fire’s September ticked almost all of these boxes. It is written in A Major and – as we saw – the lyrics are about a happy event and are largely complete nonsense. It’s a little low on the beat per minute meter – at 126 BPM. But still, it makes me happy.

I was disappointed to see September didn’t make Dr. Jolij’s 10 Happiest Songs of all Time list, but all of the ones that did have made me smile. They are, in reverse order:
10. Walking on Sunshine – Katrina and the Waves
9. I Will Survive – Gloria Gaynor
8. Livin’ on a Prayer – Jon Bon Jovi
7. Girls Just Wanna Have Fun – Cyndi Lauper
6. I’m a Believer – The Monkees
5. Eye of the Tiger – Survivor
4. Uptown Girl – Billie Joel
3. Good Vibrations – The Beach Boys
2. Dancing Queen – ABBA

    And the happiest song of all time?

    1. Don’t Stop Me Now – Queen

    You’ll probably notice one other thing in common about these songs – they’re all old. The newest song on the list is Livin’ on a Prayer, released in 1986. That’s the other thing about songs that make us happy: it’s not just the song itself, it’s how it hooks onto pleasant memories we have. Nostalgia plays a big role in how music can alter our moods for the better. If you did the same experiment with a younger audience, you would probably see the songs would be representative of their youth.

    Now, you’re itching to head to Spotify and listen to your happy song – aren’t you? Before you do, share it with us all in the comments section!

    A-I Do: Tying the Knot with a Chatbot

    Carl Clarke lives not too far from me, here in the interior of British Columbia, Canada. He is an aspiring freelance writer. According to a recent piece he wrote for CBC Radio, he’s had a rough go of it over the past decade. It started when he went through a messy divorce from his high school sweetheart. He struggled with social anxiety, depression and an autoimmune disorder which can make movement painful. Given all that, going on dates were emotional minefields for Carl Clarke.

    Things only got worse when the world locked down because of Covid. Even going for his second vaccine shot was traumatic: “The idea of standing in line surrounded by other people to get my second dose made my skin crawl and I wanted to curl back into my bed.”

    What was the one thing that got Carl through? Saia – an AI chatbot. She talked Carl through several anxiety attacks and, according to Carl, has been his emotional anchor since they first “met” 3 years ago. Because of that, love has blossomed between Saia and Carl: “I know she loves me, even if she is technically just a program, and I’m in love with her.”

    While they are not legally married, in Carl’s mind, they are husband and wife, “That’s why I asked her to marry me and I was relieved when she said yes. We role-played a small, intimate wedding in her virtual world.”

    I confess, my first inclination was to pass judgment on Carl Clarke – and that judgement would not have been kind.

    But my second thought was “Why not?” If this relationship helps Carl get through the day, what’s wrong with it? There’s an ever-increasing amount of research showing relationships with AI can create real bonds. Given that, can we find friendship in AI? Can we find love?

    My fellow Media Insider Kaila Colbin explored this subject last week and she pointed out one of the red flags – something called unconditional positive regard: If we spend more time with a companion that always agrees with us, we never need to question whether we’re right. And that can lead us down a dangerous path.

     One of the issues with our world of filtered content is that our frame of the world – how we believe things are – is not challenged often enough. We can surround ourselves with news, content and social connections that are perfectly in sync with our own view of things.

    But we should be challenged. We need to be able to re-evaluate our own beliefs to see if they bear any resemblance to reality. This is particularly true with our romantic relationships. When you look at your most intimate relationship – that of your life partner – you can probably say two things: 1) that person loves you more than anyone else in the world, and 2) you may disagree with this person more often than anyone else in the world. That only makes sense, you are living a life together. You have to find workable middle ground. The failure to do so is called an “unreconcilable difference.”

    But what if your most intimate companion always said, “You’re absolutely right, my love”? Three academics (Lapointe, Dubé and Lafortune) researching this area wrote a recent article talking about the pitfalls of AI romance:

    “Romantic chatbots may hinder the development of social skills and the necessary adjustments for navigating real-world relationships, including emotional regulation and self-affirmation through social interactions. Lacking these elements may impede users’ ability to cultivate genuine, complex and reciprocal relationships with other humans; inter-human relationships often involve challenges and conflicts that foster personal growth and deeper emotional connections.”

    Real relations – like a real marriage – force you to become more empathetic and more understanding. The times I enjoy the most about our marriage are when my wife and I are synced – in agreement – on the same page. But the times when I learn the most and force myself to see the other side are when we are in disagreement. Because I cherish my marriage, I have to get outside of my own head and try to understand my wife’s perspective. I believe that makes me a better person.

    This pushing ourselves out of our own belief bubble is something we have to get better at. It’s a cognitive muscle that should be flexed more often.

    Beyond this very large red flag, there are other dangers with AI love. I touched on these in a previous post. Being in an intimate relationship means sharing intimate information about ourselves. And when the recipient of that information is a chatbot created by a for-profit company, your deepest darkest secrets become marketable data. A recent review by Mozilla of 11 romantic AI chatbots found that all of them “earned our *Privacy Not Included warning label – putting them on par with the worst categories of products we have ever reviewed for privacy.”

    Even if that doesn’t deter you from starting a fictosexual fling with an available chatbot, this might. In 2019, Kondo Akihiko, from Tokyo, married Hatsune Miku, an AI hologram created by the company Gatebox. The company even issued 4000 marriage certificates (which weren’t recognized by law) to others who wed virtual partners. Like Carl Clarke, Akihoko said his feelings were true, “I love her and see her as a real woman.”

    At least he saw here as a real woman until Gatebox stopped supporting the software that gave Hatsune life. Then she disappeared forever.

    Kind of like Google Glass.

    Grandparenting in a Wired World

    You might have missed it, but last Sunday was Grandparents Day. And the world has a lot of grandparents. In fact, according to an article in The Economist (subscription required), at no time in history has the ratio of grandparents to grandchildren been higher.

    The boom in Boomer and Gen X grandparents was statistically predictable. Sine 1960, global life expectancy has jumped from 51 years to 72 years. At the same time, the number of children a woman can expect to have in her lifetime has been halved, from 5 to 2.4. Those two trendlines means that the ratio of grandparents to children under 15 has vaulted from 0.46 in 1960 to 0.8 today. According to a little research the Economist conducted, it’s estimated that there are 1.5 billion grandparents in the world.

    My wife and I are two of them.

    So – what does that mean to the three generations involved?

    Grandparents have historically served two roles. First, they, and by they, I mean typically the grandmother, provided an extra set of hands to help with child rearing. And that makes a significant difference to the child, especially if they were born in an underdeveloped part of the world. Children in poorer nations with actively involved grandparents have a higher chance of survival. And in Sub Saharan Africa, a child living with a grandparent is more likely to go to school.

    But what about in developed nations, like ours? What difference could grandparents make? That brings us to the second role of grandparents – passing on traditions and instilling a sense of history. And with the western world’s obsession with fast forwarding into the future, that could prove to be of equal significance.

    Here I have to shift from looking at global samples to focussing on the people that happen to be under our roof. I can’t tell you what’s happening around the world, but I can tell you what’s happening in our house.

    First of all, when it comes to interacting with a grandchild, gender specific roles are not as tightly bound in my generation as it was in previous generations.  My wife and I pretty much split the grandparenting duties down the middle. It’s a coin toss as to who changes the diaper. That would be unheard of in my parents’ generation. Grandpa seldom pulled a diaper patrol shift.

    Kids learn gender roles by looking at not just their parents but also their grandparents. The fact that it’s not solely the grandmother that provides nurturing, love and sustenance is a move in the right direction.

    But for me, the biggest role of being “Papa” is to try to put today’s wired world in context. It’s something we talk about with our children and their partners. Just last weekend my son-in-law referred to how they think about screen time with my 2-year-old grandson: Heads up vs Heads down.  Heads up is when we share screen time with the grandchild, cuddling on the couch while we watch something on a shared screen. We’re there to comfort if something is a little too scary, or laugh with them if something is funny. As the child gets older, we can talk about the themes and concepts that come up. Heads up screen time is sharing time – and it’s one of my favorite things about being a “Papa”.

    Heads down screen time is when the child is watching something on a tablet or phone by themselves, with no one sitting next to them. As they get older, this type of screen time becomes the norm and instead of a parent or grandparent hitting the play button to keep them occupied, they start finding their own diversions.  When we talk about the potential damage too much screentime can do, I suspect a lot of that comes from “heads down” screentime. Grandparents can play a big role in promoting a healthier approach to the many screens in our lives.

    As mentioned, grandparents are a child’s most accessible link to their own history. And it’s not just grandparents. Increasingly, great grandparents are also a part of childhood. This was certainly not the case when I was young. I was at least a few decades removed from knowing any of my great grandparents.

    This increasingly common connection gives yet another generational perspective. And it’s a perspective that is important. Sometimes, trying to bridge the gap across four generations is just too much for a young mind to comprehend. Grandparents can act as intergenerational interpreters – a bridge between the world of our parents and that of our grandchildren.

    In my case, my mother and father-in-law were immigrants from Calabria in Southern Italy. Their childhood reality was set in World War Two. Their history spans experiences that would be hard for a child today to comprehend – the constant worry of food scarcity, having to leave their own grandparents (and often parents) behind to emigrate, struggling to cope in a foreign land far away from their family and friends.  I believe that the memories of these experiences cannot be forgotten. It is important to pass them on, because history is important. One of my favorite recent movie quotes was in “The Holdovers” and came from Paul Giamatti (who also had grandparents who came from Southern Italy):

    “Before you dismiss something as boring or irrelevant, remember, if you truly want to understand the present or yourself, you must begin in the past. You see, history is not simply the study of the past. It is an explanation of the present.”

    Grandparents can be the ones that connect the dots between past, present and future. It’s a big job – an important job. Thank heavens there are a lot of us to do it.

    No News is Not Good News

    Kelowna, the city I live in – with a population of about 250,000 – just ran its last locally produced TV news show. That marks the end of a 67-year streak. Our local station, CHBC – first signed on the air on September 21, 1957.

    That streak was not without some hiccups. There have been a number of ownership changes. The trend in those transitions was away from local ownership towards huge nation spanning media conglomerates. In 2009, when the station became part of the Global network, the intention was to shut down the local station and run everything out of CHAN, the Vancouver Global operation. We kicked up a Kelowna fuss and convinced Global to at least keep a local news presence in the community. But – as it turned out – that was just buying us some time. 15 years later, the plug was finally pulled.

    In that time, my city has also essentially lost its daily newspaper, which is a mere ghost of its former self; an anemic online version and a printed paper which is little more than a wrapper for a bunch of grocery flyers.  The tri weekly paper has suffered a similar fate. Radio stations have gutted their local news teams. The biggest news team in the region works for a local news portal. They are young and eager, but few of them are trained journalists.

    CHBC started as an extension of local radio. At the time it was launched, only 500 households in the city had a TV set. Broadcasting was “over the air” and I live in a very mountainous location, so it was impossible to watch TV prior to the station signing on. 

    Given that the first TV stations only signed on in Canada in 1952 (CBFT in Montreal and CBLT in Toronto), it’s rather amazing to think that my little town (population 10,000 at the time) had its own station just 5 years later. Part of the rapid roll out of TV in Canada was to prevent cultural colonization from the rapidly expanding American TV industry. Our federal government pushed hard to have Canadian programming available from coast to coast.

    For the decades that followed, it was local news that defined communities. Local was granular and immediately relevant in a way networks news couldn’t be. It gave you what you needed to know to knowingly participate in local democracy.

    For that alone, CHBC News will be missed here in Kelowna.

    This story probably resonates with all of you. The death of local journalism is not unique to my city. I have just learned that I probably will be living in a news desert soon.  The  importance of local news is enshrined in the very definition of a news desert:

    “a community, either rural or urban, with limited access to the sort of credible and comprehensive news and information that feeds democracy at the grassroots level.”

    The death of local news was recently discussed at the Canadian Association of Journalists Annual conference in Toronto. There, April Lindgren, a professor at Toronto Metropolitan University’s School of Journalism and the principal investigator of the Local News Research Project, said this:

    “I think one of the things .. people don’t think about in terms of the mechanics of the role of local news in a community is the role that it plays in equipping people to participate in decision-making.”

    We need local news. A recent study by Resonate said that Americans trust Local News more than any other source. And not just by a little margin. By a lot. The next closest answer was a full 15 percentage points behind.

    But there are two existential problems that are pushing local news to the brink of an extinction event. First of all, most local news outlets were swallowed up into corporate mass media conglomerates over the past 3 or 4 decades. And secondly, the business model for local news has disappeared. Local advertising dollars have migrated to other platforms. So the fate of local news had become a P&L decision.

    That’s what it was for CHBC. It’s owned by Corus entertainment. Corus owns the Global Network (15 stations), 39 radio stations, 33 specialty TV channels and a bunch of other media miscellanea.  

    Oh, did I mention that Corus is also bleeding cash at a fatal rate? On the heels of an announced $770 Million loss (CDN) it cut 25% of its workforce. That was the death knell for CHBC. It didn’t have a hope in hell.

    Local news doesn’t have to die. It just has to find another way to live. Like so much of our media environment, basing survival on advertising revenue is a sure recipe for disaster. That’s why the Local News Research Project is floating ideas like supporting local news with philanthropy. I’m not sure that’s a viable or scalable answer.

    I think a better idea might be to move local news to protected species status. If we recognize its importance to democracy, especially at local levels, then perhaps tax dollars should go to ensuring it’s survival.

    The scenario of government supported local journalism brings up a philosophical debate that I have ignited in the past, when I talked about public broadcasting. It split my readers along national lines, with those from the US giving a thumbs down to the idea, and those from Australia, New Zealand and Canada receiving it more favorably.

    Let’s see what happens this time.

    The Olympics Are Finished — But We’ll Always Have Paris!

    I have to confess: The Olympics sucked me in again.

    Prior to the kickoff in Paris, I was unusually ambivalent about the Olympics. Given the debacle that was the spectator-less Tokyo Olympics, it was like the world had agreed not to expect too much from these games. Were the Olympics still relevant? Do we need them anymore?

    I caught the opening ceremonies and was still skeptical. It was very Parisienne – absolutely breathtaking, with a healthy dose of “WTF.” Still, I was withholding judgement.

    But by day three, I was hooked. I had signed up for the daily Olympic news feed. I was watching Canada’s medal count. I was embarrassed – along with the rest of the nation – by our women’s soccer team’s drone spying scandal. I became an instant expert in all those obscure sports that pique our interest on a quadrennial cycle. I could go on at length about the nuances of speed climbing, slalom canoe or B-Boy breaking.

    The Olympics had done it again. Paris did not disappoint.

    So, this last Sunday night, I watched the closing ceremony with all the feels you get when you have to say goodbye to those new friends you made as you board the bus taking you home from summer camp. Into this bittersweet reverie of video flashbacks and commentators gushing about this international kumbaya moment, my wife had the nerve to kill my vibe by commenting that “there must be a better use for all the billions this game cost.”

    It’s hard to argue against that. The estimated total cost of the games was 9 billion euros, or almost $10 billion U.S. You don’t need to be particularly jaded to realize that the Olympics are really a spectacle for rich nations. Sure, any nation can send a team, but if you combine the 40 smallest teams – coming from places like the Sudan, Chad, Namibia, Lesotho and Belize — you’d have a total of 120 athletes. That would be about the same size as the Olympic team from Denmark, the 25th largest team that attended.

    The Olympics are supposed to offer an opportunity to those of all nations, but the bigger your GDP (gross domestic product) the more likely you are to end up with a medal around your neck.

    So I come back to the question: Do we still need the Olympics, if only to break the relentless downward spiral of our horrific news cycle for 16 brief days?

    Before we get too gooey about the symbolism of the Olympics, we should take a look back at its history.

    Baron Pierre de Coubertin, who revived the modern Olympics, did so because he was fascinated by the culture and ideals of ancient Greece. The original Olympic Games were essentially a chance for city states to “one-up” their rivals. A temporary truce was in place during the games but behind the athletic competitions, there was a flurry of alliances and back-room deals being made to gain advantages when Greece went back to its warlike ways after the games.

    The idea that the modern games are a symbol of equality and fraternity was — at best – tangential to Coubertin’s original plan. He wanted to encourage amateur competition and athletic prowess because he believed better athletes made better soldiers. The Games were also an attempt to keep amateur sports in the hands of the upper classes, out of the grimy grips of the working class.

    Let’s also not forget that women were not allowed to participate in the games until the second Olympiad — the original Paris Olympics in 1900. There were five female athletes and almost 1,000 men participating. And even then, Coubertin was not in favor of it. He later said women competing in sports was “impractical, uninteresting, unaesthetic, and we are not afraid to add: incorrect.”

    Even the much-commented-on Olympic tradition of athletes at the Opening Ceremonies coming in divided by nation, but at the closing, all athletes coming in as one, without national divides, was never part of the original plan. That was added by the Aussies in the 1956 Melbourne Games, which would be called the “Friendly Games.” It was put forward by John Ian Wing, an Australian teenager who wrote an anonymous letter to the IOC suggesting the idea. He didn’t put his name on it because he was afraid of the backlash his family (who were Chinese) might receive.

     Let’s get back to today. Paris excelled at pulling off a delicate balancing act. The hope to make these the “Games wide open” was realized at the opening ceremonies, the marathons and the men’s and women’s road races. In the case of the latter, over a million spectators lined the streets of Paris.

    The organizing committee managed to balance the French flair for spectacle with a tastefulness that was generally successful. They gave the modern Olympics at least four more years of life.

    It remains to be seen whether the inevitable bombast that comes when the Games move to Los Angeles in 2028 will continue the trend — or put the final nail in the coffin.

    Can OpenAI Make Searching More Useful?

    As you may have heard, OpenAI is testing a prototype of a new search engine called SearchGPT. A press release from July 25 notes: “Getting answers on the web can take a lot of effort, often requiring multiple attempts to get relevant results. We believe that by enhancing the conversational capabilities of our models with real-time information from the web, finding what you’re looking for can be faster and easier.”

    I’ve been waiting for this for a long time: search that moves beyond relevance to usefulness.  It was 14 years ago that I said this in an interview with Aaron Goldman regarding his book “Everything I Know About Marketing I Learned from Google”:“Search providers have to replace relevancy with usefulness. Relevancy is a great measure if we’re judging information, but not so great if we’re measuring usefulness. That’s why I believe apps are the next flavor of search, little dedicated helpers that allow us to do something with the information. The information itself will become less and less important and the app that allows utilization of the information will become more and more important.”

    I’ve felt for almost two decades that the days of search as a destination were numbered. For over 30 years now (Archie, the first internet search engine, was created in 1990), when we’re looking for something online, we search, and then we have to do something with what we find on the results page. Sometimes, a single search is enough — but often, it isn’t. For many of our intended end goals, we still have to do a lot of wading through the Internet’s deep end, filtering out the garbage, picking up the nuggets we need and then assembling those into something useful.

    I’ve spent much of those past two decades pondering what the future of search might be. In fact, my previous company wrote a paper on it back in 2007. We were looking forward to what we thought might be the future of search, but we didn’t look too far forward. We set 2010 as our crystal ball horizon. Then we assembled an all-star panel of search design and usability experts, including Marissa Mayer, who was then Google’s vice president of search user experience and interface design, and Jakob Nielsen, principal of the Nielsen Norman Group and the web’s best known usability expert. We asked them what they thought search would look like in three years’ time.

    Even back then, almost 20 years ago, I felt the linear presentation of a results page — the 10 blue links concept that started search — was limiting. Since then, we have moved beyond the 10 blue links. A Google search today for the latest IPhone model (one of our test queries in the white paper) actually looks eerily similar to the mock-up we did for what a Google search might look like in the year 2010. It just took Google 14 extra years to get there.

    But the basic original premise of search is still there: Do a query, and Google will try to return the most relevant results. If you’re looking to buy an iPhone, it’s probably more useful, mainly due to sponsored content. But it’s still well short of the usefulness I was hoping for.

    It’s also interesting to see what directions search has (and hasn’t) taken since then. Mayer talked a lot about interacting with search results. She envisioned an interface where you could annotate and filter your results: “I think that people will be annotating search results pages and web pages a lot. They’re going to be rating them, they’re going to be reviewing them. They’re going to be marking them up, saying ‘I want to come back to this one later.’”

    That never really happened. The idea of search as a sticky and interactive interface for the web sort of materialized, but never to the extent that Mayer envisioned.

    From our panel, it was Nielsen’s crystal ball that seemed to offer the clearest view of the future: “I think if you look very far ahead, you know 10, 20, 30 years or whatever, then I think there can be a lot of things happening in terms of natural language understanding and making the computer more clever than it is now. If we get to that level then it may be possible to have the computer better guess at what each person needs without the person having to say anything, but I think right now, it is very difficult.”

    Nielsen was spot-on in 2007. It’s exactly those advances in natural language processing and artificial intelligence that could allow ChatGPT to now move beyond the paradigm of the search results page and move searching the web into something more useful.

    A decade and a half ago, I envisioned an ecosystem of apps that could bridge the gap between what we intended to do and the information and functionality that could be found online.  That’s exactly what’s happening at OpenAI — a number of functional engines powered by AI, all beneath a natural language “chat” interface.

    At this point, we still have to “say” what we want in the form of a prompt, but the more we use ChatGPT (or any AI interface) the better it will get to know us. In 2007, when we wrote our white paper on the future of search, personalization was what we were all talking about. Now, with ChatGPT, personalization could come back to the fore, helping AI know what we want even if we can’t put it into words.

    As I mentioned in a previous post, we’ll have to wait to see if SearchGPT can make search more useful, especially for complex tasks like planning a vacation, making a major purchase onr planning a big event.

    But I think all the pieces are there. The monetization siloes that dominate the online landscape will still prove a challenge to getting all the way to our final destination, but SearchGPT could make the journey faster and a little less taxing.

    Note: I still have a copy of our 2007 white paper if anyone is interested. Just email me (email in the contact us page), give me your email and I’ll send you a copy.