On Disclosure, Transparency and Ethics

We started out talking about cell phones, and somehow have ended up at the foundations of right and wrong. NetworkWorld’s Paul McNamara writes about Sprint’s promotion originally discussed here.

McNamara:“Sprint didn’t ask me to be an ambassador. Perhaps that’s because my blog is new. Or maybe the company is savvy enough to realize that professional journalist-bloggers operate under ethical restrictions that generally preclude accepting freebies. (Or maybe it’s the fact that my blog is, ahem, relatively undiscovered.)
Whatever the reason, it was never going to be.

But reading the posts written by Carfi and Dowdell did get me to thinking: Might it be time to rethink those ethical restrictions that would have forced me to decline the invitation Sprint never offered? I mean Carfi demonstrated quite emphatically that a credible voice cannot be bought for the price of a free cell phone.

Shouldn’t professional journalists be afforded the same benefit of the doubt by their bosses and readers?

The mere suggestion will be considered heresy by many a journalist — and they’ll have a good case. After all, credibility is everything in this business and we have enough challenges maintaining it without adding on another.”

Here’s my disclosure: I strongly feel that, ultimately, these issues fall to the individual. A typical code of ethics (here’s a snippet from the New York Times) states:

“Staff members and those on assignment for us may not accept anything that could be construed as a payment for favorable coverage or for avoiding unfavorable coverage. They may not accept gifts, tickets, discounts, reimbursements or other benefits from individuals or organizations covered (or likely to be covered) by their newsroom. Gifts should be returned with a polite explanation; perishable gifts may instead be given to charity, also with a note to the donor. In either case the objective of the note is, in all politeness, to discourage future gifts.”

The Times assumes that neutrality can’t be maintained. Or, perhaps more correctly, it feels that readers may assume that any good words (or the lack of bad words) are a result of a perquisite, and not the true feelings of the writer.

Perhaps it is time for this thinking to evolve a bit. We all have printing presses now, and every one of us has a point of view that is colored by our experiences. That is a fact. In some cases, those experiences are geographic and cultural; they are the experiences of the environments in which we live. In other cases, those experiences are interpersonal; they are the results of shared time with friends and colleagues, or perhaps a debate with someone with whom we disagree. What if, instead of trying to achieve objectivity (which is a fool’s errand), we instead disclose the items that we realize are forming the bases of our opinions?

Jay Rosen writes:

“I used to teach that the ethics of journalism, American-style, could be found in the codes, practices and rule-governed behavior that our press lived by. Now I think you have to start further back, with beliefs way more fundamental than: “avoid conflicts of interest in reporting the news.” If you teach journalism ethics too near the surface of the practice, you end up with superficial journalists.

The ethics of journalism begin with propositions like: the world is basically intelligible if we have accurate reports about it; public opinion exists and ought to be listened to; through the observation of events we can grasp patterns and causes underneath them; the circle of people who know how things work should be enlarged; there is something called “the public record” and news adds itself meaningfully to it; more information is good for it leads to greater awareness, which is also good; stories about strangers have morals and we need to hear them, and so on. These are the ethics I would teach first.”

and David Weinberger expounds:

“Is there something we can meaningfully refer to as “the public record,” as Jay says?

The Public Record (caps, singular and definite article) has become A Record Filtered by the Incumbents. We now also have a public space that is self-documenting. Now that there are also public records — plural, lower case and indefinite — The Public Record has become less authoritative, and, we hope, less authoritarian.”

It is now trivially easy for anyone — journalist, blogger, customer, neighbor — to document their experiences in words, pictures and video. There are public records and The Public Record (which can be self-correcting).

So the question: Do disclosure and transparency and personal reputation make up the foundations of a set of “new ethics” that are coming into being?

[Update: Elizabeth Albrycht is poking at a different side of this today as well, in Transparency and Possibility. And John T. Unger pushes things way ahead in the comments below.]

Cybersalon Wrapup

Berkeley CybersalonI left last night’s Berkeley Cybersalon scratching my head a bit. Is this conversation really still going on? Are we still having the “journalism vs. blogging” argument?

Some still are.

Probably the best way to set up the evening is to quote from moderator Andrew Keen’s article from The Standard back in February. The piece can be distilled down to a single quote: “Without an elite mainstream media, we will lose our memory for things learnt, read, experienced, or heard.”

Oh really?

Speaking with Andrew one-on-one and at some length after the session, he is a very reasonable person. Yet, the conversation still was peppered with these sweeping pronouncements without backup. There was another question that was asked, in context of the “anarachy” of citizen/customer driven interactions through blogs and podcasts that blew my mind. Andrew: “When has there ever been a case of anarchy that produced something worthwhile?”

How about the Internet, Mr. Keen?

Others had similar thoughts:

Scott Rosenberg:

“What is the value in sharing experiences?” Keen asked at one point, with a touch of disdain in his voice — as if he wanted to say to the entire universe of millions of bloggers, “I grow weary of your scribblings.” My jaw dropped. Isn’t “sharing experiences” the root of literature, the heart of conversation, a primal impulse of our humanity? Who would sneer at it?

At the heart of Keen’s complaint and others like it is an outmoded habit of thought: an assumption that every blogger seeks and might be owed the same mass-scale readership that old-fashioned media have always commanded. But it just doesn’t work that way. Publishing is no longer a scarce resource (as Tim Bishop well put it). The blogger who is telling the story of her final exam or his fraying marriage or her trouble with her two-year old? None of them cares whether Keen reads them, and they certainly don’t expect him to. Their “shared experiences” don’t diminish the opportunities for the kind of “expert journalism” that Keen values. He can keep patronizing the “elite talents.” I will, too — I want to read John Markoff and bloggers.”

Steve Gillmor:

“But my misgivings aside, I found myself stunned by the comments–and more, the body language, of several women, including Lisa Stone and particularly someone whose name I did not retain who will have to let us know more about her when she publishes an external blog. She spoke the KM-speak of a corporate tactician, and Lisa the data side of a partnership with Jory Desjardins’ color commentary. The something I learned was that however I can accomplish it, I need to factor this energy in to the moment we are experiencing in the birth of the network.

I enjoyed meeting the moderator, Andrew Keen several weeks ago before he strapped on his Bill O’Reilly pose, and amused myself watching John Markoff struggle through what he called afterwords “a trip to the dentist,” and found the The Panelist Who Came to Dither a good mind terribly wasted. But thanks to Lisa and friends I found the event not strange as Scott reported but a telling signal that maybe just maybe the next time we have this conversation we can pick up where this one ended, in the streets at the intersection of What used to be and What might be.”

Tim Bishop:

“I don’t think that Keen’s argument holds water, and it seems like a red herring at best — complaining about digital media and the democratization of the means of production is like complaining about the effect of the advent of the steam engine on horses, or parents complaining about the music their children listen to, but Scott Rosenberg, who in my personal encounters with him has always seemed extremely level headed, stood up and gave a great and impassioned defense of the need for and value of self-expression, both as the fulfillment of human need that is valuable for itself, and as the motivation for everything from technological progress to great literature. It was a great mini-speech that I can’t do justice to here, not having an article to crib from, but that moved me and brought a round of applause from the audience.”

(A few photos here.)

[Update: Tara and FactoryJoe weigh in as well.]

Tonight: Cybersalon — Elitism In The Media, Blogging & Podcasting

Who’ll be chatting?

John Markoff
Lisa Stone
Jory DesJardins
Steve Gillmor
Joshua Greenbaum

Moderator: Andrew Keen

The write-up:

“Bloggers and podcasters are suspicious of “elitist” big media and view the “democratizing” force of digital technology positively. In contrast, many traditional journalists regard most blogs, wikis and podcasts as amateurish and narcissistic. We wonder if expertise is, by definition, elitist. And we ask if expertise and elitism might indeed be necessary features of a high-quality media.

A Cybersalon panel of experts – including NY Times technology reporter and author John Markoff, BlogHer cofounders and bloggers Jory des Jardins and Lisa Stone, and blogger/podcaster/digital reporter Steve Gillmor — takes a critical look at the concepts of expertise and elitism in the dynamic Web 2.0 world.”

The details:

BERKELEY CYBERSALON
5-7 p.m., Sunday, March 19, 2006
Hillside Club, 2286 Cedar St., Berkeley

Seeya tonight…

The Perils Of The Professional Prognosticator

From Podcasting News:

“Comedy Central’s series “The Daily Show with Jon Stewart” and “The Colbert Report” are now available on the iTunes Music Store. The series are available at $1.99 per episode or via a new “Multi-Pass” feature on iTunes that lets fans buy the next month’s worth of 16 new episodes for $9.99.

“‘Multi-Pass’ gives fans the ability to purchase a block of 16 episodes of these hit programs during the current season and have them delivered automatically to their computer after they air on TV,” said Eddy Cue, Apple’s vice president of iTunes.” (emphasis added)

Damn. ‘Twas off by about a month.

John T. Unger: Artist (& Global Microbrand)

Mega2
John T. Unger is an artist with a penchant for playing with fire. (Literally. He makes cool metal fire sculptures and lots of other neat stuff.) John writes:

“I’ve been getting quite a lot of press and sales and commission inquiries this winter, from pretty much all over the country. Right now I’m working on drawings for 10-12 sculptures to adorn the courtyard of a 17 story Chelsea highrise in NYC. I’m waiting to hear back from an architect in Topeka, Kansas about three Great Bowls O Fire that he’d like to fit out with gas flames and install on stone pillars in a new restaurant. I just got off the phone with a client who bought a Great Bowl earlier this winter and now wants to surround his pool with some of my torches. Rock on.

I’ve done three interviews for magazines and websites this week. The Sprint Ambassador Program is sending me a free cell phone with six months of free service. School children write emails from overseas asking about my art for school reports they’re doing. HGTV contacted me a while back about possibly featuring my work on their show, Offbeat America (it doesn’t look like it will happen this time, but it’s still pretty cool to be asked). I’ve also met a lot of incredibly cool people this year that I consider to be good friends despite never having seen them in person.

Almost all of this has come about because of the time I’ve put in writing blogs.”

Go John! (And yes, Hugh, you’re right.)

When Dishwashers Go Bad

Dw1Ethan needs help.

Let me rephrase that. I’ll start again.

Ethan needs our help.

A tale of woe has cast a pall over North Dallas. The story? A household appliance, gone horribly, horribly wrong. Was it because of its upbringing? An early abandonment by its parent, GE, at a young age? Those wild, unsupervised teenage years, huffing from 220V outlets, making runs to Gladewater every Saturday night with the Cuisinart and the Senseo? We may never know.

What we do know is this. We’re now in Day Two of a pending humanitarian crisis, the likes of which we’ve not seen since the dark days of The Mixmaster Incident (and related civil unrest) back in ’42.

The full story is here.

Of course, this crisis could have been averted if Ethan had home warranty. It’s not like we haven’t told him a million times. All he had to do was search “home warranty texas” and that dark cloud over North Dallas could have vanished as quickly as it arrived. But now, here he is, desperate for help.

The Head Lemur has pledged his help. Dennis Howlett is doing what he can. Kent Newsome is on board.

Ethan’s dishwasher is too far gone to be negotiated with. But perhaps, mayhaps, someone out in Dallas (Jennifer?) knows someone who knows someone who can perform an intervention. Jake, is it possible to bring in reinforcements from your neck of the woods?

The timing of our collective response is critical. SXSW is this weekend, starting in less than 48 hours, putting many people in harm’s way. And, while Texas is a big state, this menace knows no bounds. Today, Dallas. Tomorrow, Austin. By the weekend, this crisis may hit pandemic status, requiring action by FEMA. And no-one wants that.

Please help.

(Hey Ethan…the specs are good, but a better description of the problem would prolly help, too. And what’s the model # of your dishwasher?)

(dishwasher photo credit: emelin)

Microsoft Raises The Bar(n) For Hugh

Last Friday, I wrote about a different model of customer support. I intimated the days of pushing a customer through Level 1-2-3 support were numbered. In place of that model was a different approach: the suggestion that a customer would raise an issue, members of a community (both internal and external to the vendor) would swarm around it, and people would work together until the issue was resolved. It’s a belief that customer support has the possibility to be human, informal, and ad-hoc, and should be handled by the people with the skills and passion to solve a customer’s needs.

Here is a case study, where someone was encountering a fairly common problem; their wifi not working. Those of you who choose a company like infinity dish will experience this a lot less, but there will always be teething problems. It’s how these problems are dealt with that is key.

Every_day_is_frickin_1

On March 4th, Hugh posted on gapingvoid that he was having issues with his Tablet PC.

“All I wanted was to get the wifi on my Tablet PC to work properly. But of course, it doesn’t. It can’t go 24 hours without something going wrong. And the reason is Microsoft software. Of course it is. It always is.

Robert Scoble likes to say that Job One at Microsoft is to thrill customers. OK, fair enough. Get my wifi to work properly and I might start taking that idea seriously.

Any wifi mavens out there fancy trying to help me out?”

After a lot of discussion, but no action, he escalated on March 5th. (This is how “escalation” works in this model. The customer does it, not the vendor.)

“Could somebody from Redmond [I know a few of you will be reading this] please help me get my wifi working?

I spent FOUR HOURS last week at the software place trying to get this fixed and it’s still taking the piss. I. Am. Not. A. Happy. Camper.

You want to thrill customers? Fine; you can start by thrilling me. Let’s see if it’s more than just talk.

You guys like to make a big deal about the power of blogs to connect with customers, and transform your image and busines model. Again, fine, let’s see if it’s more than just talk.

Your move.”

On March 6th, they did. Hugh:

“Yesterday I posted how I was having trouble with my wifi.

Within a couple of hours I had received a personal e-mail from a Microsoft employee in Texas, a certain Keith Combs. Turns out my post had made it on to the internal Microsoft message boards, and was being passed around.

He called me up last night via Skype, and guided me through everything…

Once we had eliminated all the other possibilities, it turns out there was a problem with the router, which was easily fixed by resetting it and adjusting a few settings on the Tablet.

Et Voila! I’m happy to say, my Tablet PC’s wifi now works fine.”

Happyhappy

Hugh is a disproportionate case; his blog is widely read. Not everyone has that luxury. But the architectural pieces for the infrastructure needed to do this are already starting to fall into place. For example, what if instead of trying to take on eBay and Craigslist, edgeio searched for customer issues and bubbled them out into the open so they could been identified and resolved by a community?

I think the swarming/barn raising model of support is going to be increasingly prevalent. Adam disagrees, feeling that bad support is perhaps more simply a symptom of bad management and complacent customers.

What do you think?