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April 15, 2004
Using RSS for Customer Service
My friend Steve Fulling was recently in an auto accident--someone rear-ended him. That was no fun, but he was telling me about the awesome customer service he was getting from the body shop (Central Body in Provo). They called him up soon after his car was dropped off and said "Mr Fulling, I wanted to call you and tell you that your truck will be fixed on the day we promised and we don't see any additional charges beyond what you were quoted." In essense, they were reporting "on time, on budget." They called again today to give him an update. That gave me the idea that what I'd really like is for the body shop (or anyone else providing similar service) to tell me: "Mr. Windley, we've emailed you the URL of a personal RSS feed we've set up for you. Load it into your feed reader and you will see twice-daily status reports on your vehicle." I'm a geek--sue me.
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Incompatibility is the Goal of DRM
Ed Felton has a good article at Freedom to Tinker on the incongruity of music industry technologists who are trying to create a "transparent and universal" system that protects copyrights at the same time.
The whole point of DRM technology is to prevent people from moving music usefully from point A to point B, at least sometimes. To make DRM work, you have to ensure that not just anybody can build a music player -- otherwise people will build players that don't obey the DRM restrictions you want to connect to the content. DRM, in other words, strives to create incompatibility between the approved devices and uses, and the unapproved ones. Incompatibility isn't an unfortunate side-effect of deficient DRM systems -- it's the goal of DRM.From Freedom to Tinker: A Perfectly Compatible Form of Incompatibility
Referenced Thu Apr 15 2004 09:08:22 GMT-0600