Category Archives: Technology

Hollywood’s History of Explaining Advanced Technology

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Courtesy NASA/JPL-Caltech

The other day I was watching Apple TV’s telling of the story of Isaac Asimov’s Foundation series. For the record, at least up until the fourth episode, they’ve been doing a great job (they’ve only released four episodes as of the writing of this article). But one of the things that started bothering me was the way they handle advanced mathematics.

You see, if you haven’t watched the show (or read the books), the premise is basically about a mathematician who has blended math with psychology and history to create psychohistory, which is essentially a predictive mathematics. It’s a great concept, and someday, I’m sure that’s where our math will take us.

What I haven’t liked about the show is how it tries to show one of the main characters (an assistant to the mathematician) practically thinks in math so that she’s always thinking about prime numbers (a number greater than 1 that’s not the product of two smaller numbers). She keeps repeating large prime numbers as she’s doing other things, which is to give the viewer the impression that she’s so advanced in mathematics that she must keep focusing on prime numbers.

Well, to a person who understands prime numbers, it’s not that impressive. It’s actually reductive. To someone who doesn’t follow math, it’s going to serve its purpose: Making one think that she’s so brilliant that she thinks in primes. But to someone who knows basic mathematics (to the level of primes), it’s like pointing out a very smart person who is somewhat stricken by a compulsive disorder because, to be honest, spouting off prime numbers isn’t really complicated; it’s just repetitive and a somewhat endless process.

Which got me thinking about the many times that Hollywood has tried to represent intelligence to an audience of people who generally aren’t very intelligent. I mean, let’s face it. As much as we’d like to think otherwise, the average television or movie viewer isn’t exactly approaching the higher levels of Mensa. Sure, they might be represented in that demographic, but most media broadcasts are designed to appeal to someone with anywhere from a sixth grade to high school level of intellect. It’s not an insult to viewers, but just a common acceptance of the type of media to which most of us are exposed.

I remember years back when I was reading a book by Robert Heinlein, specifically Number of the Beast, a science fiction novel that uses mathematics to explain the nature of God and spirituality. At the time I read it, I remember thinking to myself that this went way over my head, and there were times where I found myself swimming in numbers that Heinlein was presenting, only half understanding the majority of what I was reading. That book alone represented to me the realization that there are some people who are way smarter than the average person, and quite often those people can find themselves incapable of even communicating a message to those they to whom they wish to connect. Which is kind of funny because most of the rest of Heinlein’s books are accessible and totally understandable. It just happened to be that specific novel that threw me off so much.

Of course I was young back then, but I never did reread it, even after gaining several advanced degrees. Why? You might ask. Well, cause secretly I’ve always suspected that I’d probably still find it difficult to read through that book again.

What this generally told me is that there is a certain talent to sharing information with other people. In communication, we call it accessing, which explains the procedure a doctor must go through when explaining complex procedures to a lay person who is being diagnosed. Delivering such information in complex jargon is never going to help to relay information so that the patient can take the necessary steps to deal with whatever might ail him or her. The doctor generally has to dumb down the language so that everyone is speaking in a language that everyone can easily understand.

So I started to think about other media that has attempted to do this in the past, where they have tried to represent some higher intelligence in a way that the rest of us might understand. And a couple of times they got it very right. And here are a couple of examples.

Close Encounters of the Third Kind: Steven Spielberg’s ground-breaking film was brilliant in how it did this. One of the questions I always seemed to have whenever it came to films about alien civilizations was how would they actually communicate with us. This movie handles this really well by showing that communication would happen through music, which would be a verbal representation of mathematics. By tying the algorithm through computer AI learning the other language, it made for a process that was easy to understand without having to actually learn a language in order to foster further communication to the audience.

Historically, movies and television have taken short-cuts through this process by just having alien races speak the same language as we do, which has never really made much sense. Star Trek attempted to cross this territory by creating a never-seen technology called a Universal Translator that basically gets implanted into your ear and then translates all languages so that you’re always able to communicate with others. A few times they mess this up by having characters actually speak a foreign phrase or two, but for some bizarre reason those phrases don’t end up being translated as well. I never really did understand how that worked (or didn’t).

One of the problems shows and movies have always had is determining how much dumbing down of technology they would do in order to help an audience understand. Star Trek was also famous for creating babble-speak that sounds techno, but doesn’t actually mean anything. It was a process always used to sound technological to a crowd of people who would have no idea what such vocabulary actually meant (usually because it didn’t actually have any translation).

The important question we’re left with is: How complex can you make the technology without losing your audience? Every time I watch a new show, I often wonder how they will handle that question, and often, when the writers have failed miserably, I find myself staring blankly at the screen because I have no idea what’s going on, which makes me question if the fault was mine (lack of knowledge) or theirs (lack of explanation). And sometimes, the answer to that question determines whether or not I will continue watching the show (or movie) further.

OnlyFans to Block Adult Content

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Unless you’ve been living under a rock, the adult content site OnlyFans has made a decision to ban future content that is adult in nature. Taken on the surface, this seems like a logical step for a company that is trying to appear more mainstream, but after unpacking this story, it appears there’s a lot going on under the surface, and the results may vary and the owls may not be what they seem.

For those who deal with these types of subjects on the surface only, it seems very straight-forward, but if you listen to the responses from those in the industry, the rhetoric ranges from “the sky is falling” to “this doesn’t change anything from the status quo.” However, there are changes coming, and yes, they are going to affect some people more than others. So, exactly how?

Let’s just put it this way: If you’re already a sex worker content creator with a huge following, the change means very little. Most of the traffic for OnlyFans rarely came through the platform itself; people didn’t find content creators by searching the site (the site was never designed to cater to that process). Instead, sex workers who already had a strong following just advertised they were on OnlyFans and then the people who were already interested in their content went there for an easy process to access more of their material. For those types of creators, there are other services available that not only replace OnlyFans, but they were there long before OnlyFans emerged on the scene. So, those content creators will make do and continue to strive as before.

Where this change makes the largest impact is on the newest demographic: Young women who gravitated towards OnlyFans after the emergence of the pandemic. At first, the large swell of creators joining the platform were mostly adult workers who had very little (or no) Internet presence. As their physical, in person business model was drying up due to the fact that men were not as easy to translate into customers while people were dying from Covid-19, much of their “activity” they would normally charge for could now be converted to virtual interactivity that they could then share for monetary rewards. And what they quickly discovered was that because OnlyFans made it possible to build a lucrative following (as the customers weren’t just someone they met on the street who might never return), they now had repeat customers who could access their content at all times without them having to actually physically maintain proximity to their clients in order to provide services and then get paid.

Because this was both lucrative and quick income, it should not surprise anyone that young women who were probably never planning to become sex workers themselves realized that there could be a lot of money to be made if they, too, hung out their shingle in this marketplace. And almost overnight, starting with strippers and cam girls and then leading to moms and repressed librarians, women were actively engaged in selling promiscuous content to horny guys (well, to anyone, but mostly guys).

The one negative that always seemed to be in the background was the stigma of doing sex work, which for naive reasons young woman seemed to believe might never happen. But as their content was on the Internet, and there is no class amongst the people who subscribe to this type of content, they started to become very surprised when their content became widespread, and future aspirations (and that wasn’t sex work) because almost impossible because of the stigma attached to this occupation. Women, with occupations ranging from doctors to school teachers, lost their jobs when their employers found out they were previously sex workers, even though the women would often try to make the argument that selling pictures of themselves naked was not sex work and then disappointed when such protests fell on deaf ears.

There was a very interesting episode involving Kevin Samuels who confronted a group of OnlyFans girls about how they needed to start banking their money soon because the cash cow of OnlyFans was not going to last forever, and those girls treated him like a moron because this Internet celebrity obviously didn’t understand the business world as well as they did. Well, this announcement from OnlyFans just yesterday indicates that he knew exactly what was going to happen, and one can only imagine how panicked these girls must be right now due to such an announcement.

What makes this somewhat tragic is that such an announcement was inevitable. It happened with Paypal, it happened with Tumblr, and it has happened with so many types of business applications that started out by appealing to the sex worker industry just to get their foot in the door before abandoning that demographic and “going legit”. And as tends to happen with most of these companies, that act of going legit will end up being their downfall because they, too, are tainted by the stigma of being a platform for sex, which is why people will avoid it like the plague if they’re not actually attracting the element that made it famous in the first place. Imagine going to an exclusive club because it always had the hottest women and let those women in free (realizing that was going to bring in customers) and then decided “we’re big enough now that we don’t need to do that” and stopped letting attractive women in for free. So they stopped coming. So would their clientele because the reason they go to those clubs is because of the overabundance of attractive women in the first place. And then the business closes.

This is why nightclubs NEVER do that.

So, it will be interesting to see if OnlyFans goes the direction of Myspace as another company takes its place, or if it somehow morphs itself into something sustainable by hosting celebrities and cooking shows. As for the many women who made their future successes contingent on the platform, hopefully they prepared for this future, already were a sex worker to begin with and can compensate by finding incoming from other revenue streams, or bite the bullet and try to re-enter the workplace environment, hoping beyond all prayers that no one ever finds out about their steamy past. In this digital age, the integration of digital technology has become crucial for success in various industries.

All I know is that I won’t be their lifeline. I’m a lot smarter these days than when I was young and stupid.

Youtube and Controversies: Political attitudes, conservatism and the struggle with being non-political

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For those who don’t actually already know this, my Ph.D work is in political science, and since then I’ve taught political science for years before adding another graduate degree and focusing on communication. However, one thing that always seemed to grate at me was that no matter how hard I tried to be non-political, it was practically impossible. Not for me. But for anyone who happened to be in the audience. Let me explain.

To explain, it’s important to probably point out my political affiliation, because that helps to explain why it’s even stranger. Back when I was first going through undergraduate work at West Point, I was a staunch conservative. There was no problem that I felt couldn’t be solved with our military, states’ rights and did I mention our military? When I got to grad school and started learning massive amounts of information about politics, I started to realize that I hated politics. A lot.

So, I sort of became an anarchist. And that has all sorts of problems if you’re capable of actually understanding what an anarchist is. You see, people think an anarchist is some crazy liberal that throws Molotov cocktails at cops. Well, that was one type of anarchist, specifically the Russians at the turn of last century and maybe the French, well, anytime in history. As an anarchist of my type, what it meant was that I hated the fact that we need a government to do anything because what almost always happens is we become part of corruption and oligarchy, to the point where government is almost always used as a tool to oppress other people. There are good people in government, but over time, those people get drowned out by people who see government as that tool to push through their personal agendas, and there’s no end to the types of agendas they might want to push (social programs, religion, anti-Internet policies, anti-gaming policies, anti-Shania Twain fundamentalism, etc.). What it doesn’t mean is that I want to throw Molotov cocktails at anyone. That requires upper arm strength and exercise, both things I do like to protest against.

Anyway, getting back to my original point, when I was teaching political science, one thing that inevitably happened in class is that some young student would want to know what my political affiliation was. And it was rarely out of actual interest. It was almost always to figure out whether or not to listen to anything I had to say as useful. If I picked an affiliation that was different than his or hers, they discounted everything I had to say. If it was the same, they often felt they knew as much as me and then didn’t have to listen any further. If I chose my usual tact and said that I don’t have an affiliation, or that I don’t discuss it, they automatically decided that it had to be the opposite of the one they had, or they assumed it had to be liberal (no, not sure why that assumption was always made).

That brings me to an interesting phenomenon I’ve come across recently. Over the Christmas break, I found myself overly interested in following a number of channels on Youtube that I found interesting. Mostly, it was ASMR artists, but when that got kind of boring (or I didn’t need to sleep), I started to branch out and find other types of subjects. My first “go to” was gaming channels, but I’ll be honest, the majority of those are awful, often hosted by some teenage mentality that tends to scream into the microphone, or thinks it’s 1980 and has lots of flashy stuff trying to send watchers into seizures. But a few of them were actually pretty good, and one of them is actually a bit of the subject of this post.

I don’t remember how I found it, but I came across a cast called The Quartering, hosted by Jeremy Hambly, a Youtube game industry reviewer who leans to the conservative side of the house. Having watched his podcasts over the last year, I would recommend his site if you’re interested in interesting perspectives on the industry, but at the same time understanding that sometimes he seems to get a little high on himself and takes on fights that are generally left to different avenues of the Internet. An example is how he has a tendency to want to create a space that lacks politics when it comes to computer gaming (something I highly support) but then falls right into the same territory himself when he goes anti SJW (social justice warrior) and becomes political in trying to advocate for not wanting to become political. Yeah, it’s kind of the same thing I ran into when teaching political science, and even though I was completely aware of the problem, the problem always exists. What I did discover to be the ONLY solution is one he hasn’t reached yet, and that’s to stop caring about politics, rather than focusing on politics as an approach to not being political. Yeah, I know that sounds bizarre and strange, but it’s basically the only way to deal with it.

This last week saw some interesting developments for Hambly as he lost one of his main sponsorship deals with a coffee company when it was alerted to one of his recent videos (that pissed off people who tend to get riled by SJW politics), so he decided he was no longer going to accept sponsorship deals. Unfortunately, this type of drama continues, no matter what someone does about it.

What I would like to say is that when he’s not dealing with actual politics, his information is actually pretty interesting. However, one thing I have noticed is that because he has such large numbers of subscribers (I believe it is upwards of 100,000 subscribers, but could be off on that, although I know it’s pretty damn high), Hambly does often ignore the fact that his influence quite often becomes a McLuhan message is the medium factor (he’ll go on an anti-Electronic Arts rant and then laugh when EA suffers financially, arguing that it was EA that caused its downfall, not the fact that perhaps Hambly’s negativity might have attributed to the down turn).

Moving away from Hambly here (as I said, I actually like him and think his information is informative, so I don’t want to get into a criticism mode here), one thing I’ve started to notice is that there are a lot of Youtubers who attempt to adopt the Hambly model, but completely fail to do so, and only make things worse because they turn into shrills for anti-establishment thought without doing anything other than harping on how much enjoyment they get out of the drama. Having watched a lot of this behavior over the last year or so, I am starting to feel that a lot of these commentators are somewhat responsible for the down turn the industry is starting to feel. I mean, think about it: If the majority of the people covering the industry keep talking about how bad the industry is, it’s going to feed the perspective that the industry is nothing but bad.

I used to work for the industry (both Maxis and EA), so I had a unique perspective myself, but at the same time I also realized that there are a lot of diverse minds in that atmosphere and whenever I tried to get a “this is how they feel at this company”, I find myself often realizing that I was putting too much of a spin on the thought based off of anecdotal information I received from a very limited observation of what I was able to see myself.

ASMR: One of the strangest phenomenons to hit Youtube

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So, a couple of months ago, I was having trouble falling asleep at night, so after a bunch of frustrated attempts to sleep, I did what any 21st century geek would do: I turned on my computer and Googled something that had to do with sleep. And that was how I came across a video of a woman on Youtube who whispered and made unique sounds while trying to help the viewer fall to sleep. That was also the first time I had heard the term “ASMR”.

ASMR, or lesser known as “autonomous sensory meridian response” is a really niche segment of the Youtube population that caters specifically to people filming videos of themselves talking to the camera while making various sounds that are supposed to activate “tingles” in audience members. So, this could be anything from scratching a piece of paper to extremely elaborate presentations of mixing jugs of water back and forth. Sometimes, the purpose is to help someone sleep or relax, and other times it’s just to evoke some kind of response from the person watching the video. And those responses can be all sorts of different types.

After a bit of time of crawling down this rabbit hole of ASMR, a couple of things start to become apparent.

  1. The people involved in this phenomenon are like most Youtube channel owners. They want subscribers, which causes them to have to do more and more things that differentiate them from other people doing the same sorts of things. In the beginning, I was following a couple of the artists who were doing very generic, sleep type of videos, but then I started to notice as their time line stretched into the present, they were doing more and more elaborate types of presentations. Rather than just speak to the audience, I started to see role play presentations where the artist would pretend to be a doctor, a nurse, a police woman, a vampire, or pretty much anything else you might imagine. The ASMR activity would remain similar, but the antics would become much more involved in the script than the results the artist was originally trying to achieve.
  2. The subscriber aspect of the system favors women more than men demonstrably. While I did observe a few men who were doing regular ASMR videos, the majority of the material coming out on Youtube was strictly women. Young women. And very attractive women. Which then led me to start to observe that more and more of the highly successful ASMR artists tended to have a very interesting history, where their videos began as generic, fun videos and then slowly became much more sexualized, somewhat PG-rated. It practically opened up a separate category of ASMR, which I began to call “Kidnap ASMR” where a woman would roleplay that she has “captured” the viewer and was now doing ASMR stuff to him/her. This type of thing ranged from crazy girlfriends kidnapping someone she was in love with to female police officers “arresting” someone and interrogating the person for “ASMR activity.” Some became quite innovative, like artist “Innocent Whispers” who orchestrated a series of videos where she pretended to be an officer of the FBI, “Federal Bureau of the Internet” and she was investigating individuals who were brought to her so that she can ascertain their level of ASMR response. To this day, I’m still trying to figure out if her purpose in the roleplay was to “catch” people for their ASMR interests or to do research for her somewhat weird federal agency.
  3. There seems to be no end to the types of sensory responses that ASMR artists are capable of exploring. When I first started watching these videos, the type of “noise” the artists would focus on was usually some type of tapping (fingers on surfaces, devices on other devices and on the microphones themselves), and then as those videos became somewhat generic all sorts of alternative sound-generating possibilities were explored. One recent video focused on fire, as one woman continued lighting matches over and over again so that the listener/viewer experienced both the visual aspect of the fire and with an extremely expensive microphone also experienced the auditory sound of the fire erupting each and every time the match was struck.
  4. Whispering is a huge segment of this activity as well. Very rarely does the artist raise her voice above light speaking. Most of the time, whispering is how the artist communicates with the listener. My experience so far has caused me to believe that the whispering creates a much more personal experience between the speaker and the listener.
  5. Most often, the atmosphere is one of positive energy. Quite a few ASMR artists tend to focus on trying to make the listener feel better in some way, whether the reaction be a state of hypnosis, better ability to sleep, feeling good through positive affirmations or any other positive type reaction. I’ve seen a few specific ASMR videos that are designed to be the complete opposite (such as “negative affirmations” where a woman basically insulted the listener nonstop) but those are rarities and seem to be more fetish-based than a part of the overall scheme that ASMR tends to represent. Quite a few ASMR videos are designed around the concept of making the listener feel better.
  6. There can often be a lot of humor incorporated into ASMR. What probably leads to a lot of the hits that ASMR artists receive (and the large numbers of followers/subscribers) has to do with the personality of the artists themselves. Humor is often one of the strongest points of the better known ASMR artists. Humor becomes a huge part of the bantering of the artist as she communicates with her following. However, I have noticed that when humor is the intent of the actual video, it tends to not do as well, which suggests that incorporating humor is good, but focusing on it doesn’t yield the same positive results.
  7. ASMR is not limited to Americans, or even English speakers. One phenomenon I’ve noticed is that quite a few artists are from variously diverse places across the planet. Some of the better known ones are Eastern European, Korean and Japanese. However, quite a few of the ASMR videos tend to be in the English language, and if an artist does not strictly do English language videos, there will be a few here and there as the artist starts to become better known. However, as a lot of ASMR can be conducted without any words whatsoever (tapping, inaudible whispering, etc.), a number of non-English speaking ASMR artists can strive and do well with non-specific language videos.
  8. The microphones themselves are quite unique. Before studying this are of Youtube, I thought I knew something about microphones. But I was wrong. I knew nothing, Jon Snow. What they use in a lot of ASMR videos is this type of microphone I have here as a picture. It is almost like a person that the artist is speaking to (including ears). Quite a few artists play with the “ears” and it can sometimes be a bit weird (well, to me). However, the microphones are extremely expensive and are set up to handle stereo recordings, which means that when the artist moves to the left side of the screen, if you’re listening with headphones, you are going to hear her voice come out of the left speaker, so that it can actually feel like the person is walking around you as she is two dimensional on the screen. This microphone in the picture is about $600. I’ve seen some of the microphones (including one that’s a representation of a person’s head) run for close to ten thousand dollars. Obviously, some of these artists are extremely invested in this activity.

So, this has been my adventure so far in studying ASMR. I got into it once because I was having trouble sleeping, and then the communication scholar in me started to see this as an untapped area of exploration that I believe more people should be aware is happening around them. The phenomenon is relativity new (still pretty much in its infancy in comparison to other phenomena), but I suspect its continued evolution might lead to all sorts of interesting perspectives and insights.

Why the Idea of Celebrities on Twitter Drives Me Nuts (and why it should do it to you, too)

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For those who don’t know it, I have a Twitter presence (@duanegundrum). It’s not extremely popular, and I’m lucky if I get a “like” here or there. Mostly, it’s me ranting or making jokes, and no one in the world knowing the difference. As a writer, I have about 5,000 followers. I follow about 500 people. Not great, but not bad either.

At the same time, someone like Kim Kardassian has 54 million followers. She only follows 104 people. Compare that to the most popular writer in the world, Stephen King, who has 3.48 million followers (and follows 63 people). If you go through the lists of really famous people, they tend to have millions of followers and really don’t follow anyone else. In case you haven’t figured it out, they use Twitter as a megaphone, not a tool to communicate with their followers.

When Twitter came about, the idea was that it would be a great place for celebrities to communicate with their fans. But instead of actually “communicate”, they pontificate and there’s little communication that takes place. To make sense of that, you have to understand what communication means to begin with.

Communication, as explained by professors today, involves information exchange between at least two entities. But what’s important about that model is that it’s not just one side speaking to a listener. It’s an exchange of information, so that the receiver then becomes the transmitter and the process continues until the channel is finally closed. In other words, a telephone is used for communicating; a television is not.

When I got involved in Twitter in the early days, I had about 25 followers. They were mainly friends of mine. Over the years, fans and acquaintances joined those numbers, and now I have about 5k, which is a larger number than most people who aren’t straight out celebrities. But part of the “drug” of social media is the desire to constantly improve those numbers so that more people are listening to you or (in my case) having a conversation with you.

There are few people on Twitter I’ve come across who are actual convervationalists. They write stuff, and they respond to stuff. Generally, they have a lot of people who they follow. Others tend to have fewer people they follow but they respond quite often to people who respond to them (which is actually a pretty healthy conversation). George Takei (of Star Trek fame) is one I’d consider in this category (@GeorgeTakei, 2.44 million followers and follows 643 people).

This has often left me wondering how to break into this category of actually making my voice heard. And then I reached a crappy conclusion as an event occurred that I didn’t even realize was happening to me.

I often respond to celebrity posts that are of interest to me, specifically anything that is communication-related, political, or involves writing topics. One pretty famous celebrity (known for his role as one of the current crop of superheroes) posted something about media, and I responded with a Twitter message, basically pointing out how certain messages are put forth by media outlets by using specific phrases, like “some people say”, which is a common vernacular of “Fox News”, brought up often by Jon Stewart of the Daily Show during his years heading that show. The celebrity responded with something like “that’s like what they do on Fox News”, as if it was a new insight. That response received no small number of “likes” from his fan base.

So, since then, I’ve been receiving nonstop “like” notifications of his response while not a single one of them has actually come across from my actual post, meaning that the likes weren’t for the idea but for the fact that someone famous repeated it after me. It’s like the old infamous adage in the science community of how a great idea is irrelevant; communicating it, however, is what’s more important.

So, for all of you out there trying to get your voices heard, this is somewhat of a sobering thought. You can have the greatest ideas and insights that have ever existed, but if you don’t have a megaphone to let anyone know, your idea will never be heard. McLuhan’s idea of “the medium is the message” couldn’t be more significant than today because it may be the only way you will ever be heard. And with all of the noise of Kardassians and reality star driven, your chance of being heard is only going to get that much harder.

 

Customer service is becoming an artifact of a time that has long since passed

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The other night I was watching Game of Thrones on HBO Now through my Apple TV (yes, how many products can I mention in one sentence?). Up until now, Apple TV and HBO Now has been a great service where I’ve really enjoyed the shows and the quality used to bring them to me. However, on this evening (and the following week), I discovered that the sound for Game of Thrones is horrible, to the point where I couldn’t hear the dialogue at all. I ended up turning up the sound on my television to practically maximum and still couldn’t hear what anyone was saying. When the show ended, the sound kicked back in and nearly blew out the speakers in my TV. Both weeks, I’ve been unable to hear the sound on this one show. I can hear it fine on every other show, both on and off the HBO Now service.

So, I sent an email to the customer support people at HBO Now and received one of those “we thank you for contacting us but we’ll have a real person get back to you later” responses. A day later, I received the most generic response ever, indicating that NO ONE read the email, but it was filtered through some program that must have caught the word “sound” or “volume” and then told me to go through the FAQ they have about how to handle problems with adjusting the volume with an Apple TV. Really? In other words, no human is EVER going to deal with the issue. In other words, having a customer support system is a joke and an insult to anyone who may ever feel the need to use it.

If this was just a one-off situation, I’d just chalk it up to that sort of thing. But no, I’m starting to run across this ALL THE TIME. An example: Electronic Arts, the company that is constantly competing with Comcast for the worst customer service on the planet. Some years back, back when the Internet was young, I used to play Star Wars: The Old Republic. And then I quit. A couple of years later, I decided to play it again. Except there was a problem. Let me explain.

When I first played Star Wars: The Old Republic (SWTOR), it was owned by Electronic Arts, but it was billed by its subsidiary company Origin. Sometime during that period when I was no longer playing the game, someone breached Electronic Arts’s servers and stole a bunch of accounts. One of them was mine (inactive at the time because I wasn’t playing any games that Electronic Arts owned). Someone tried to buy FIFA (some soccer game) on my stolen account, but was thwarted by the fact that my credit card had expired a year or so before the transaction was attempted. By the way, EA somehow has translated that to believing its crack crew of cyber security experts had “stopped” the transaction and did a great service to me. Keep in mind, the only “stop” that was conducted was my bank saying, no, that credit card hasn’t been valid for a long time now. Anyway, to make a long story short, EA incorporated Origin into its service as its process of charging everyone for everything, so when I went to reactivate my account for SWTOR, EA refused to let me put any credit card information onto the account because my credit information was now “flagged”, which really translates to “we tried to let a thief fraudulently charge a game to your account and the transaction failed, so we now have to flag your account as one we can never allow you to make charges on again, even though our customer service people have given back access this account to you, no longer the thieves.” All attempts to “fix” this account have failed, as I have escalated the issue to the top echelons of EA, and each time it gets rejected based on…well, no one really knows why. It just keeps getting rejected. And then I get a really friendly email from EA stating: “So, is there anything else we can help with at this time?” I guess just rejecting me isn’t enough. They want to rub salt in the wound, too. For the record, the people at SWTOR have been very kind, but have resigned to the fact that if EA can’t fix it on their end, the issue is out of the hands and incapable of being fixed. Sure, I could start up a new account, but I have a ton of maxed characters on this account and a lot of game money in their banks, or possession. Starting over is not something I desire to do, so I’ve pretty much just stopped playing the game. I could play by buying a monthly game card (for game time), but that means I have to pay the maximum price to play the game each month, which is a direct insult to someone who was a member of the game when it first launched.

Strangely enough, gaming companies do this sort of thing a lot. Sony is a good example of this. I had an Everquest account back in the day, but when I stopped playing, somehow my account then became “flagged”. I can’t get my account back now. It’s like I was doing horrible things in the game and am now banned. But I’m not the sort of player who does any of those kinds of things, but as usual, I can’t even get them to tell me why the account was banned, meaning it was probably compromised during the time I was gone, or it was breached during one of those early periods when entire batches of accounts were breached at once by overseas hackers and rather than deal with each case one by one, they just banned everyone as a consequence.

The point is: Customer service is almost nonexistent these days. Because of automation and outsourcing, we now have a situation where if you ever need customer service for a game or product, chances are pretty good that you’re going to end up very dissatisfied. There are some good companies still out there, but they are becoming rarities, and one thing I’m starting to recognize is that when someone recommends a company to me for good service, it’s usually because they had good service from that company YEARS ago and probably haven’t had a recent situation they’ve had to deal with concerning that company. I’ve had a few encounters like that recently where I went with a company because of past, good experiences, only to discover that they’re currently a crapfest when it comes to dealing with customers.

Just saying.

That Whole Windows 10 Thing All the Kids Are Talking About

Technology, , , , , ,

So, after about 10,000 notices from Microsoft telling me that my need to upgrade to Windows 10 is necessary to keep the planet from exploding, knowing that the infamous Jor-El might have doomed Krypton by not upgrading to Windows 10 himself, I decided to finally do it on my laptop. I’m not excited about it. And I’m not really anxious to use the new Windows 10, especially considering how every time I hear about Windows 10, it’s because either Microsoft has decided to go all NSA on its customers (recording and using all of their personal information, plus recording everything you do) or for some reason Microsoft decided to only support some drivers (basically whatever drivers that aren’t ones you need to run critical components that use the power of your computer). But I was getting tired of Microsoft “automatically” scheduling yet ANOTHER attempt to install Windows 10 on my computer. So I said fine. Let’s get this over with.

An aside: The last time I said “fine” over this matter, my laptop was incapable of downloading the new install, so the whole process failed. Not a good sign. This time, however, was much better as it didn’t even get to downloading the install file because it was incapable of getting past the “downloading updates” to reach the install phase of Microsoft Failure 2.0.

So, working my way around it, it is now downloading the upgrade (even though the install has downloaded the new operating system about 70 times while it was threatening to just install it without my permission. I guess when I give it permission, it then has to go through and download it again. Again, not a lot of confidence building on Microsoft’s part.

So, I’m now at 68 percent completion of just downloading the install. So, if my operating system gets replaced with Linux by some bizarre coincidence during this install, then I won’t be extremely surprised. A bit amused, maybe, but not all that surprised.

If Windows 10 installs, I look forward to wading through all of the advertisements that Microsoft thinks should now be a natural part of my operating system. I assume it will also delete my windows media player and offer to install a new one for about fifty bucks as well. I so wish to return to the days when you actually had to type C:\ and then “windows” or “win” in order to run Microsoft Windows, meaning it was your choice, not a default setting on your computer. I so miss those days.

Saturating the Market

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According to MacRumors, two facts seem to be driving positives and negatives concerning Apple’s Ipad. First, the Ipad seems to be beating all of its competition in this market. And second, the tablet market is drying up quickly. This is one of those revelations that have been predicted for some time to come, but now that it’s upon us, one wonders where we go from here.

You see, back when the Ipad was introduced, the common statement from the complainers was that there was no tablet market, and that Apple was just making a high tech entry into a market that’s never going to come. Well, all of those people were proven wrong as Apple sold a ton of those tablets, and the market opened up for them. Fast forward to about today, and we’re starting to notice that the tablet market has kind of dried itself out.

Most of the people who were ever going to buy one bought one. Apple attempted to do with Ipads what it does with Iphones and get people to upgrade every year, but honestly that hasn’t happened. I know that my very first Ipad, which was the Ipad 2, is still capable of doing anything a current generation of Ipad can do. I did upgrade, however, buying the Ipad Mini, but even that hasn’t evolved into anything all that great. And I’ll let you in on a little secret: I got rid of both Ipads about a year ago, realizing that I wasn’t really using them. Now, I have no need for one, or desire. And I’m one of those Apple fans who buys an Apple product almost as soon as they make them.

Apple’s newest product is the iWatch, or whatever it’s called, and I see zero reason for wanting one of those. Let’s be honest here. Watches are so 1980. I haven’t worn one in over a decade. Putting Apple’s name on one doesn’t lead me to wanting one. So, I’m sitting this one out.

As I’ve done with a lot of recent Apple products. Maybe it’s the whole Steve Jobs thing, where I would buy something he hyped. He’s not around any more, and Tim Cook doesn’t really do anything for me tech-wise, so I’m not really updating anything. I have an Iphone 4, and it does everything I need. They’re currently on iPhone 6. Don’t see anything about it that causes me to jump for joy.

My question is whether or not others feel the same way. In order for Apple to be as powerful as Apple always has been is to make sure that people like me are still buying their stuff. Granted, I still own Apple TV, and I’m watching HBO Now on it, but is that enough? This is a company that made its bread and butter off of overpriced laptops that run an operating system that I can’t stand, so do they have what it takes to keep the company going strong?

Has Apple planned anything for when they have saturated the market, meeting the needs of its usual corps of customers? Is there a 3.0 strategy, or are they going to wither as they did back before Jobs came back to run the company again?

Inquiring minds wanna know.

Dealing with companies with horrible (or lack of) customer service

Business, Computer Games, Technology, , , , , , ,

star wars satele

Recently, I’ve been dealing with one of those companies known for horrible customer service. You know, one of those corporate entities that everyone loves to hate, yet they keep doing their thing, somehow convinced that people will just forget about horrible customer service in the past, forgive them completely and even though they haven’t done anything to fix anything, their belief is everything will somehow improve.

The company we’re talking about is Electronic Arts, the monopolistic entity of the computer gaming world. Disclosure: Years ago, I worked for them when Maxis was bought by them (and I worked at Maxis Software). That doesn’t mean I have become their biggest fan (or worst enemy either). When I left them, I was lukewarm about the company. My complaint today is coming strictly from a customer, or at least a former customer if you want to be completely honest.

My problem stems from one of those game properties they have that I hate to love, but tend to return to as most gamers seem to have one or two of those kinds of titles in their back list. My title was Star Wars: The Old Republic, and I’ll be honest: It’s one of those games you can enjoy for great segments of time before you grow bored with it and put it on hold for months (or years) before picking it back up again.

Well, I was on my third or so time of going back to picking it up again when all of this happened. I grew bored with World of Warcraft, was looking for something to scratch my gaming itch, and decided to come back to Star Wars: The Old Republic. A few times in returning back, the game is a lot different from when I first played it. You see, back in the older days it was one of those $15/month games, like World of Warcraft. But it kind of failed at that type of game and became one of those free to play (or purchase to play free, or whatever acronym you need to use). The monthly fee was now waived, although if you wanted the full experience of the game (all your characters and not feeling like you’re a toddler in an adult game), you basically had to pay the full price ($15 a month). So, I went to update my billing information and was immediately denied. For some reason, it wouldn’t take my credit card information. So I went to the Paypal option, and it denied that as well.

What I discovered, after some time on the phone with their customer support (this is SWTOR customer support at this time) is that EA has disabled my pay options because during the time I was away from the game someone tried to access my account and buy a copy of FIFA (some soccer game, or something like that). The person was denied (only because my credit card information had lapsed; not through any great action on the part of EA). But because of this, my account has been frozen.

So, I had to then call EA (not SWTOR) customer support where I went through a maze of customer support people who all promised they could take care of it, but each needed the information told to them from the ground up and then hung up and proceeded to do absolutely nothing. A few days after EACH call, I got an email from someone who said he or she was the one who could fix this if I provided more information but that person couldn’t ask me the information by email, so I would have to call back to relay the correct information. Each time I called back, I was given yet another clueless customer service person who couldn’t acknowledge the person who left the message, so they had to start the process from the beginning again. I should add that he email address of the person who wrote me each time basically went back to someone who would state that he couldn’t help me unless I contacted customer service directly.

So, this went on for weeks. All I kept asking for was someone to unblock my account so I can put my paypal information onto my account and be able to play the game again. There has been absolutely no resolution to this issue whatsoever. Fun fun.

So, as it is, I will probably never buy another game from any entity involved with EA, including, of course, EA.

This is customer service at is very worst.

Why Has the World Gone Downhill? An Analysis of Violence

News, Politics, Religion, Technology, Writing, , , , ,

 

One of the common tropes in storylines, especially for fantastical fiction, is the idea of returning to a period of time when things were “the old ways”, kind of like a time travel journey to the 1950s, or even a trip to the ancient past. The main character is seen as a fish out of water as he or she tries to use his or her knowledge of that time (and his or her future time) to get through such an experience. Now, part of me was thinking of focusing this post just on the writing aspects of this sort of speculation, but while I was thinking this through, I started to wonder something, and specifically I was wondering why we became what we are today rather than having continued the way things were “back in the day.”

This was prompted by an article covering a shooting that took place in Denmark and how that community (and that country) is now having to do things to make sure that such a tragedy doesn’t happen again. In other words, they are going to become a lot like other places around the world where violence is somewhat expected. I mean, no one wants to be caught off guard, right?

And that got me to thinking about that infamous line that used to happen in the United States whenever something tragic occurred. If this was the 1950s, the response would be something along the lines of “I can’t believe such a thing like that could happen here.” Or my other favorite: “I can’t believe Bob did that because he always seemed like such a nice guy. That sort of thing just doesn’t happen here.” I think you might be getting the picture.

In the 1970s, that message, while still happening in areas where you wouldn’t expect to hear it (part of the response to gun shootings that were happening in rural areas rather than urban settings) slowly changed to “I can’t believe that happened here. I mean, it’s not like we live in Chicago/New York/Detroit.” In other words, it was starting to happen in urban environments, so we were starting to expect stories like that, but it shouldn’t happen in a place like Wheatfield, Wyoming (if that was a real place). But now, it’s happening all over the United States, so that every new story that happens is treated as a one-off case of an almost expectant event, even if where that event took place might have been speculation before it happened. It’s happened so much in the United States that we’re now starting to be surprised by these stories happening in other countries, rather than by ones that happen in the United States.

So, because of the way these trends work, we’re going to be seeing more and more of this violence happening around the world in places where we’d last expect to see it. And then we’ll have to be surprised by something worse, like the level of violence, the perpetrators of the violence, or some other factor we haven’t considered yet.

Which leaves one important question:

Why?

Why are we seeing this sort of thing becoming a norm for our communities? Are we desensitized to violence so we now accept it as a part of our natural order? Is the human species evolving into a much more violent, chaotic creature that holds little regard for fellow humans? Is that creature devolving into the types of people we used to be before we took the Hobbesian path and developed government around us to protect us from each other? Is it because our means of hurting each other have become much more convenient and useable? Or are there other factors that cause us to do the sorts of things we do to each other these days?

Desensitization

There’s a lot of theory that addresses this possibility, mainly making the point that as people are exposed to more and more sensations of a certain type, they no longer find themselves affected by it and either no longer seek such sensations or have to increase the type of exposure to reach that level of influence again. We see this all of the time with the drugs we take, from cigarettes to alcohol to both legal and illegal substances. Most of the time, the first exposure to the item causes an initial positive reaction which is then transferred into a loss that needs that input again. Continuous exposure acts as a certain punctuated equilibrium, which means we get used to a higher level of usage and continue to have to increase the dosage to provide the same “high” that we had before.

For violence, there’s no reason this wouldn’t work the same way as well. We become comfortable with the amount of violence we’re exposed to and then seek out higher levels of violence. As exposure theory goes, it makes sense.

Or does it? The problem with exposure theory is that the influence might increase for an individual, and it would take more and more violence to affect that person, but why would this somehow translate to people in other areas now experiencing violence where they didn’t have it before? The theory doesn’t explain that, unless the idea of violence is that it’s more of a virus that spreads rather than something that occurs in pockets and then spreads out, affecting those previously exposed to it.

Another possibility involving that theory is the types of violence inherent in the system. An argument is often made about video games, television and movies that might be desensitizing people, and unlike the virus affects of spreading violence, these would feed on subsequent communities just by the appearance to where people would consume these types of media. Again, that’s assuming these activities to be a causal factor rather than as a recognition of the violence (meaning no causal effect at all, or very little at least).

But I don’t want to just ignore the possibility because from first hand experience, I remember being a fan of horror movies when I was growing up. I remember watching the very first Nightmare on Elm Street with a bunch of military coworkers, and I was shocked at the violence in that movie, and it was extremely scary (at that time). Having watched many horror movies during that period of time, I remember watching that original movie again years later and thinking how tame it was in comparison to “real” horror movies. I certainly didn’t feel that way the first time I watched it. So, there’s a bit of desensitization going on there, or it may just be a stimuli adjustment. Or it may have no connection at all to violence because if one sees it as “reaction to being scared” rather than “reaction to violence” there may be absolutely no ties whatsoever. Again, something to keep in mind when analyzing such phenomena.

Evolution of the Species

This is one of those possibilities that truly scares me because with evolution, you have the whole survival of the fittest thing going on, and if the fittest is the most violent, then we’re in for some really bad problems. But what if our dilemma is that the human condition is now one that is favored through violence rather than through cooperation? There’s a strong believe that through our evolution, we have reached a point where social communities are what propel us forward beyond the previous adaptations and around other species that didn’t achieve this level of evolutionary maturity. Okay, if that’s the case, why is violence becoming more and more a response to how we handle these social encounters instead of community and broad cooperation? If our evolutionary process made sense, there would be a strong possibility that people would find ways to get along in diverse circumstances (instead of taking a gun to work and killing the boss during an altercation) and on an even higher level, we should probably see fewer wars and regional conflicts.

But we don’t. Instead, after several wars to end all wars, we’re still as violent towards each other as we’ve ever been. Right now, our Congress is meeting to figure out how to give our president more authority to attack people we don’t get along with. For some reason, no money is being discussed for allocation that will be spent to foster peace with the people we don’t get along with. The response to this criticism is “it would be a waste of money because they don’t want peace”. And we know this why? Because we’re currently trying to kill them while they’re trying to kill us (or at least allies of us). In our present sense, we see what we’re doing as justified, yet we’re still doing the same violent things we were doing in the past, and now we just have more efficient ways of doing it.

So, the question is asked, are continuing to become a more violent people? And I don’t mean just the United States, or the west, or anything like that. I mean humans as a whole. Are we just becoming more violent?

Or were we always this violent? Except we had governments that were capable of keeping us from killing each other (except during national campaigns where they got to send people out to kill in their names)? If you’ve ever been to war, it’s a pretty brutal experience. Oh, we like to fluff it up with 21st century technology and act like we’re doing something much different than how our forefathers fought, but when it comes down to it, you still have people out in the middle of some place they don’t want to be trying to kill a bunch of other people who don’t really want to be out there doing that either. And we pin medals on the ones that come back alive (and sometimes those who didn’t), and then create celebrations for the sacrifices they made. But in the end, we’re rewarding a bunch of people who are doing things that civilized people probably shouldn’t be doing any way.

But of course, someone will say that the others guys MADE us do it, that they were out there doing atrocities. And I’m sure the other guys will say that those of us attacking them were doing all sorts of affronts to humankind, like sleeping with each other on the wrong days of religious texts, eating something that someone’s interpretation of God says people shouldn’t be eating for arbitrary reasons that someone else will defend to the death, and all such other reasons (some good, some ridiculous, and some just straight out confusing, even to the people following them).

Which kind of pushes the whole Hobbesian argument that maybe we’ve been comfortable and safe from the mannerisms of our fellow humans by a simple agreement to follow some arbitrarily chosen noble whose real purpose is to make sure that people don’t go around killing each other all in return for a promise to make sure that those who DO kill each other will be held responsible for such actions (so that might keep them from doing so). If our only reason for avoiding violent tendencies is because of some agreement our ancestors made with each other, then it might not be surprising why a civilization that tends to teeter closer to anarchy might not feel the need to follow preordained orders of a monarchical society that leads for the simple reason that those in charge just feel they should be in charge.

Think of it this way. If you’re a citizen of an order that you don’t believe in any more, because few in that society do, and lump that in with a belief that there’s no reason to live the life that your ancestors did because that’s only going to provide a lifetime of hardship and destitution, there are people in your life (or on the edge of it) you don’t like, and you see violence as an option rather than something to avoid, I wonder if that would explain why a lot of these events are becoming a norm rather than the anomaly they used to be.

I mean, let’s be honest. I don’t have the answers. But I do have a lot of questions, and I’m starting to suspect that people aren’t really asking questions any more but are just pontificating about what they think are the answers to a whole lot of questions that people stopped asking.