On Customer Service
By Daniel Miessler on January 27th, 2012: Tagged as Culture
I think a lot about customer service. Or, what I really mean is that I get angry a lot about customer service.
I’m not speaking of the declining competence of tech support for a phone or Internet service, but more about things like restaurants or coffee shops, i.e. places that are supposed to be providing an experience.
And perhaps that’s just it. I think that if you care enough to hire people to create a logo, and put up signs, and promote your brand, then you should care about the impressions given off by the people representing you.
Basically, for a top-end experience, the people you interface with should exemplify that experience. For a coffee shop, it should be someone who’s an expert in coffee, drinks coffee, loves coffee, and is associated with “coffee culture” — whatever that means.
Reading comes to mind. Traveling. Stimulating conversation. Books. Mystery. Curiosity. Study. Learning. Etc.
This is just my wordcloud associated with coffee. So when I go into a so-called “coffee shop” and find people who are uneducated, don’t know the difference between dark and light roast, can’t tell me what kind of coffee they enjoy because they don’t, etc. — that’s a poor experience.
And it’s the same for any industry.
Restaurants. In any restaurant that expects to be considered high-end, I would like to be served by those who embody the culture of the place. Language. Dress. Mannerisms. Etiquette. Protocol. Etc.
I don’t want to be served high-end Italian food by some Midwesterner with no passport. I expect to hear Italian and see the signs of a high-end wait staff. I also want the customers to conform to that standard via dress code, noise level, etc.
It’s the same for any kind of high-end experience because we’re not just there for one component. The ambiance magnifies or detracts from the overall experience. Hot Dogs. Mexican Food. Thai. Italian.
And not just food. There are other types of services that need to understand this as well.
It’s not as if there aren’t many who do — there are. But I wish more people understood why it bothers me when they don’t.
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Programming as a Life Skill
By Daniel Miessler on January 16th, 2012: Tagged as Culture | Programming

Perhaps the most obvious and powerful of changes in our world is the penetration of computers into our personal lives. This is penetration to the point of integration — to the point of augmentation. No surprise there; everyone’s talking about it.
One less obvious result of this monumental shift, however, is that the skill of programming will move from a field specialization to a life skill. It will become a method of optimizing and improving oneself, much like diet and exercise is today.
This will involve coding skills only incidentally. Even more important than prowess with a given language will be the ability to conceptualize a problem, break it into pieces, and design a solution. This ability is the true life skill worth having, and it will soon become the new literacy.
Just as the industrial revolution transformed fitness into a means of self-improvement for the masses, the integration of computers into our personal lives will do the same for programming.
Take advantage of being among the first to see this happen. Learn to code. Tell your friends. Teach your kids. Early.
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How Roger Ailes Built the Fox News Fear Factory | Rolling Stone
By Daniel Miessler on December 25th, 2011: Tagged as America | Culture
“It was as though we were looking at Mao,” recalls Charlie Reina, a former Fox News producer. The Foxistas went wild. They let the dogs out. Woof! Woof! Woof! Even those who disliked the way Ailes runs his network joined in the display of fealty, given the culture of intimidation at Fox News. “It’s like the Soviet Union or China: People are always looking over their shoulders,” says a former executive with the network’s parent, News Corp. “There are people who turn people in.”
This article appears in the June 9, 2011 issue of Rolling Stone. The issue is available in the online archive now.
The key to decoding Fox News isn’t Bill O’Reilly or Sean Hannity. It isn’t even News Corp. chief Rupert Murdoch. To understand what drives Fox News, and what its true purpose is, you must first understand Chairman Ailes. “He is Fox News,” says Jane Hall, a decade-long Fox commentator who defected over Ailes’ embrace of the fear-mongering Glenn Beck. “It’s his vision. It’s a reflection of him.”
Six Degrees of Lois Weisberg | Gladwell.com
By Daniel Miessler on December 25th, 2011: Tagged as Culture | Sociology
Everyone who knows Lois Weisberg has a story about meeting Lois Weisberg, and although she has done thousands of things in her life and met thousands of people, all the stories are pretty much the same. Lois (everyone calls her Lois) is invariably smoking a cigarette and drinking one of her dozen or so daily cups of coffee. She will have been up until two or three the previous morning, and up again at seven or seven-thirty, because she hardly seems to sleep. In some accounts — particularly if the meeting took place in the winter — she’ll be wearing her white, fur-topped Dr. Zhivago boots with gold tights; but she may have on her platform tennis shoes, or the leather jacket with the little studs on it, or maybe an outrageous piece of costume jewelry, and, always, those huge, rhinestone-studded glasses that make her big eyes look positively enormous.
Six Degrees of Lois Weisberg | Gladwell.com
By Daniel Miessler on December 25th, 2011: Tagged as Culture | Sociology
Everyone who knows Lois Weisberg has a story about meeting Lois Weisberg, and although she has done thousands of things in her life and met thousands of people, all the stories are pretty much the same. Lois (everyone calls her Lois) is invariably smoking a cigarette and drinking one of her dozen or so daily cups of coffee. She will have been up until two or three the previous morning, and up again at seven or seven-thirty, because she hardly seems to sleep. In some accounts — particularly if the meeting took place in the winter — she’ll be wearing her white, fur-topped Dr. Zhivago boots with gold tights; but she may have on her platform tennis shoes, or the leather jacket with the little studs on it, or maybe an outrageous piece of costume jewelry, and, always, those huge, rhinestone-studded glasses that make her big eyes look positively enormous.
Why We Haven’t Met Any Aliens | Seed Magazine
By Daniel Miessler on December 22nd, 2011: Tagged as Culture | Health
I suggest a different, even darker solution to the Paradox. Basically, I think the aliens don’t blow themselves up; they just get addicted to computer games. They forget to send radio signals or colonize space because they’re too busy with runaway consumerism and virtual-reality narcissism. They don’t need Sentinels to enslave them in a Matrix; they do it to themselves, just as we are doing today. Once they turn inwards to chase their shiny pennies of pleasure, they lose the cosmic plot. They become like a self-stimulating rat, pressing a bar to deliver electricity to its brain’s ventral tegmental area, which stimulates its nucleus accumbens to release dopamine, which feels…ever so good.
The fundamental problem is that an evolved mind must pay attention to indirect cues of biological fitness, rather than tracking fitness itself. This was a key insight of evolutionary psychology in the early 1990s; although evolution favors brains that tend to maximize fitness (as measured by numbers of great-grandkids), no brain has capacity enough to do so under every possible circumstance. Evolution simply could never have anticipated the novel environments, such as modern society, that our social primate would come to inhabit. That would be a computationally intractable problem, even for the new IBM Blue Gene/L supercomputer that runs 280 trillion operations per second. Even long-term weather prediction is easy when compared to fitness prediction. As a result, brains must evolve short-cuts: fitness-promoting tricks, cons, recipes and heuristics that work, on average, under ancestrally normal conditions.
The result is that we don’t seek reproductive success directly; we seek tasty foods that have tended to promote survival, and luscious mates who have tended to produce bright, healthy babies. The modern result? Fast food and pornography. Technology is fairly good at controlling external reality to promote real biological fitness, but it’s even better at delivering fake fitness—subjective cues of survival and reproduction without the real-world effects. Having real friends is so much more effort than watching Friends. Actually colonizing the galaxy would be so much harder than pretending to have done it when filming Star Wars or Serenity. The business of humanity has become entertainment, and entertainment is the business of feeding fake fitness cues to our brains.
Sobering.
Plane Crashes and Child Molestation
By Daniel Miessler on December 16th, 2011: Tagged as Culture | Politics
In one of Malcolm Gladwell’s books he talked about how respect for authority has caused a massive number of plane crashes over time. Basically, the relationship between a senior and junior pilot was so severe in many countries that the co-pilot (junior) knew that his effective boss could bury him in an instant, and so he walked extremely delicately around him.
Unfortunately, this translated to not telling him when he was making a safety mistake, such as an incorrect fuel or course estimation. As a result, this fear-based hesitation essentially nullified the entire purpose of having two people in the cockpit, i.e. to serve as a check against one-another.
The same thing seems to have happened in a recent child-rape case at Penn State. Story after story I hear about, “Delicate situations”, and so and so being, “a very senior coach”.
Fuck that. That’s how plane crashes happen. It’s also how priests get away with child rape. Their positions are so respected that you basically need something on video before you’ll push beyond that sacred stiff-arm.
These are all the same problem: co-pilots respecting pilots too much, junior coaches worrying about the anger and legacy of a senior coach, or priests getting moved to another Parish instead of being fired. In all cases it’s a force of authority that suppresses an acolyte’s sense of conviction — whether that be morality or security-related.
This has to stop. The airline industry stopped it by giving very strict training on how there is no rank in an airplane. When people are there to check one another, rank means fear, and fear means holding your tongue, and holding your tongue means a chance of people dying.
We need the same sort of anti-authority training for any other arena where powerful people are not reported for crimes because the juniors are in awe of them, or because they think it’ll hurt their careers in the future.
If you find yourself in such a situation, step away from it. Look at it from the perspective of someone outside the system. You’ll see instantly what should happen, and don’t be afraid to take action. Rank and authority be damned.
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“Germany is the most grown-up country in the world today” | Telepolis
By Daniel Miessler on December 12th, 2011: Tagged as Culture
This underlying seriousness in Germany proved very successful in the 19th century in the creation of modern scholarship and science. Look not only at the books written the 19th century, but also the economic progress – the inventions, the patents – that Germany had to its name. Combined with an educated civil service, this approach had the blessings of the government. Germany was far out in front on all of these matters, and all of this came out in the wash between around 1850 and 1933. To some extent, it’s on its way back again, not just since 1945, but also since 1989.
Go to a big bookstore in Germany, and you may find a whole room of philosophy books and a wall of philosophy books on tape – three volumes of Adorno, seven discs of Kant. This is unthinkable in America or Britain or France. Yes, we have our philosophy sections, but they are the size of a window. Historian Heinrich Winkler said that Germany has completed its long road west, and I agree, but this underlying greater seriousness is what makes the real difference. And I think you see this when you look at the German impact on America. America may speak English, but it thinks German. This is down to the people of German heritage in America. The whole public culture there, the universities – it’s much more like Germany than like British entities.
I seriously need to get over there and experience my ancestors’ homeland. My people are from Leipzig. As I get older this is getting more interesting to me.
‘Vocal Fry’ Creeping Into the Speech of American Women | ScienceNOW
By Daniel Miessler on December 12th, 2011: Tagged as America | Culture | Science
A curious vocal pattern has crept into the speech of young adult women who speak American English: low, creaky vibrations, also called vocal fry. Pop singers, such as Britney Spears, slip vocal fry into their music as a way to reach low notes and add style. Now, a new study of young women in New York state shows that the same guttural vibration—once considered a speech disorder—has become a language fad.
Vocal fry, or glottalization, is a low, staccato vibration during speech, produced by a slow fluttering of the vocal chords (listen here). Since the 1960s, vocal fry has been recognized as the lowest of the three vocal registers, which also include falsetto and modal—the usual speaking register. Speakers creak differently according to their gender, although whether it is more common in males or females varies among languages. In American English, anecdotal reports suggest that the behavior is much more common in women. (In British English, the pattern is the opposite.) Historically, continual use of vocal fry was classified as part of a voice disorder that was believed to lead to vocal chord damage. However, in recent years, researchers have noted occasional use of the creak in speakers with normal voice quality.
In the new study, scientists at Long Island University (LIU) in Brookville, New York, investigated the prevalence of vocal fry in college-age women. The team recorded sentences read by 34 female speakers. Two speech-language pathologists trained to identify voice disorders evaluated the speech samples. They marked the presence or absence of vocal fry by listening to each speaker’s pitch and two qualities called jitter and shimmer—variation in pitch and volume, respectively.
This is fascinating.
I’ve noticed that many college educated, classy-sounding, hottie or hottie-aspiring, and young professional women do this. When combined with other intonations it sounds very sophisticated — as if the speaker spends a lot of time and money on herself. That’s the impression it gives me, anyway.
Another way to say this is that this speech pattern is the new ‘hoity toity’ way of speaking for women wishing to sound young, hip, and attractive. Again, that’s my feel for it.
I left after spending a weekend with a girl who does this consistently in her speech, called a department store about some shoes and the woman on the phone did the exact same thing. It was fascinating.
Listen for it.