I’ve been off the internet since 3pm yesterday because of a system outage via my provider. I called their “helpful” help line and got an automated recording – after I provided my phone number – saying the outage would be fixed by 6:31pm. Not 6:30, but 6:31.
Well 6:31 came and went and still no ‘net. I waited an hour and called again. Same recording and the same time for it to be “fixed”. I finally figured out how to get a human on the line and waited 30 minutes. A very nice lady finally answered and I told her my problem.
She looked up the problem in my area and said, “yes, your area still has an outage.” I asked, “how long do they anticipate the outage to last?” She looked and I heard, “oh, my. Your outage won’t be fixed until 8pm tomorrow”.
I had her repeat the time because I wasn’t sure I’d actually heard it properly. “8PM?”
Now that is customer service – /sarc.
So here I sit in a local wi-fi hotspot (the only one in the store at the momemet) drinking a nice cup of joe and trying to get some content up.
Sorry for the delay.
It’s been an interesting week for me, because I’ve run into three situations that illustrate to me that, even though the Internet has been around since 1995, and has been hugely important to business–and politics, of course–since 2000, it’s clear that many people are still unclear about it. Ive been a web developer since ’96, and have been the Managing Principal of WebmasterDeveloper.Com since 2003. There was a time when I just assumed that no one knew anything about the Internet, and that sort of attitude among customers was defensible. In 2010, however, those days should be long gone.
But that attitude is still out there, and I’ve been hit over the head with it repeatedly this week.
This client created an affiliate marketing web site, aimed at a group of customers to which they have direct access through their other lines of business. They spent months crafting the web site to provide the best affiliate programs they can think of. After going live with their web site a few weeks ago, they’ve had 1 sale, and about 40 affiliate click-throughs. They were shocked that their direct marketing of the site to existing customers has had such a dismal response. In the course of conversation with the client, I asked, “Did you ever do any surveys of your customers to see what kind of offers would have value to them? The answer: No. We didn’t want to spend a bunch of startup capital doing that.
They’ve spent thousands of dollars building a web site without any knowledge about what their customers want. They’ve never talked to their customers; never gotten any idea of what their customers need, and how to fulfill that need. They’ve spent every penny on building a web site to fulfill a need they haven’t even defined with their customers. And now, since the customers aren’t responding, they’re concerned that there may be some sort of technical problem.
“I haven’t been getting any orders from my web site. Apparently, the web host shut my site down for non-payment, but I don’t remember getting any notifications that there was a problem with my credit card. Anyway, can you see what I owe, so I can pay them, and you guys can download my site and transfer it to another web host?” As it happens, the web host not only sent out email notifications, but made phone calls to try and collect payment, with no response. In May of 2009. Of course, their web site files are loooong gone.
So, the client clearly hasn’t even looked at his own web site for at least 10 months.
This client is completely changing their web site to become the single point of contact with their customer base. Their customers will have to pay an annual fee just to see the products they sell, then use the web site to submit initial bids for salvage auctions. I informed the client via email that we needed content from them. I received an angry phone call from the client, who screamed at me, “I just want to concentrate on my business, which is [widget salvage]! I don’t want to spend all my time doing web design! That’s what I pay you for!”
In other words, the client wants to make the web site his sole source of initial interaction with his customers, but he is uninterested in writing any content for it. His web site will be the primary public access that customers have to his company, but working on the web site is a distraction from his real business.
And the real kicker is, on the day we finished the initial programming, he drops the bombshell that the site’s design–which he approved on January 27–is completely unacceptable, and he wants to completely redesign the site. This is akin to approving the blueprints for a home construction project, then kiting in on the day the contractor finishes laying the last bits of carpet and exclaiming, “I wanted four bedrooms, not three!”
All of these clients, despite their differing details, have one glaring thing in common: It’s the assumption that once something goes out onto the Internet, it works because pixies sprinkle magical fairy dust on it. Tinkerbell waves her wand, sparkly bits fly through the air, and money just comes rolling in to your bank account.
In the real world, the Internet operates on the same principles any brick and mortar business does. You still have to perform due diligence. You still need to market to your customers. You still need to go into the office–even if it’s a virtual one.
Nothing magical happens simply because people can access your business online, rather than jumping in the car and driving to it.
The Federal Trade Commission has just released a ruling (PDF) that requires bloggers to disclose anything–and I mean anything–they receive as a result of their blogging. Free review copies of books. Trips to oil rigs. Payments. T-shirts. Whatever it is, you better disclose it, or you get slapped with a fine of $11,000 per infraction.
In other words, the government is now putting all web sites, professional or personal, under its thumb for failing to disclose everything they receive from any source. And what are the guidelines for disclosure? Why, none at all. So, assuming you receive a free copy of a book–even if you don’t review it–you must disclose that you received it. How do you disclose it? I dunno. How do you you know if your disclosure is sufficient? I dunno. The FTC, you see, will make those decisions on a “case-by-case” basis.
<sarcasm>I’m sure they’ll be quite fair about it, too. And I’m quite certain that the FTC will never, ever selectively enforce these new rules so that more scrutiny is given to opponents of the current regime than to its supporters.</sarcasm>
The main thing to remember here is that free speech is not nearly as important as protecting the public from some blogger who doesn’t disclose that he got a free review copy of the book to read, in order to write the review. And, of course, you’re all too stupid and venal to protect yourselves from the danger to the republic that freebies to bloggers represent.
But, we already knew that.
More info and quotes here.
For all the whining and complaining about the Bush executive branch expanding its power, it appears now the Senate, at least in the guise of one Senator Jay Rockefeller, can’t wait to expand this president’s power.
In this case, the expansion of power is in the name of “cyber security”. And FYI, “cyber” is defined as anything having to do with the Internet, telecommunications, computers, or computer networks. Proposed is the following which is actually a rewrite of a previous attempt:
The new version would allow the president to “declare a cybersecurity emergency” relating to “non-governmental” computer networks and do what’s necessary to respond to the threat. Other sections of the proposal include a federal certification program for “cybersecurity professionals,” and a requirement that certain computer systems and networks in the private sector be managed by people who have been awarded that license.
Vague language, expanded power, expanded control – all the things with which any civil liberties watchdog would be concerned. When Rockefeller and Republican Olympia Snowe introduced the original bill, this was their declared reason:
“We must protect our critical infrastructure at all costs–from our water to our electricity, to banking, traffic lights and electronic health records,” Rockefeller said.
Yes we must, but it isn’t clear why government could do that better than private firms who would have just as invested an interest in security as would the government or why such security must be extended to the entire “non-governmental computer networks”, i.e. the internet.
Proponents liken the power to literally shut down the internet in an emergency to the power President Bush exercised to ground all aircraft in the wake of the 9/11 attacks.
Really? Given the state of cyber security, we couldn’t be much more precise than that?
Probably the most controversial language begins in Section 201, which permits the president to “direct the national response to the cyber threat” if necessary for “the national defense and security.” The White House is supposed to engage in “periodic mapping” of private networks deemed to be critical, and those companies “shall share” requested information with the federal government.
“The language has changed but it doesn’t contain any real additional limits,” EFF’s Tien says. “It simply switches the more direct and obvious language they had originally to the more ambiguous (version)…The designation of what is a critical infrastructure system or network as far as I can tell has no specific process. There’s no provision for any administrative process or review. That’s where the problems seem to start. And then you have the amorphous powers that go along with it.”
“Shall share?” For all intents and purposes, that makes those “private networks” so identified as anything but private. And, arbitrarily, just about any or all networks could be designated “critical” couldn’t they?
Cnet gives us the translation of what that means:
If your company is deemed “critical,” a new set of regulations kick in involving who you can hire, what information you must disclose, and when the government would exercise control over your computers or network.
How could that possibly be abused?
Again, we see the expansion of government power in a way which intrudes, imposes regulation and, in the end, controls. While “cyber security” is certainly important, it can be managed in a much less controlling and intrusive way than this. Like the health care insurance reform bill, this is one which needs to be torn up and the entire process started over again.
Some fascinating stuff here:
The state owned Data communication Company of Iran (or DCI) acts as the gateway for all Internet traffic entering or leaving the country. Historically, Iranian Internet access has enjoyed some level of freedom despite government filtering and monitoring of web sites.
In normal times, DCI carries roughly 5 Gbps of traffic (with a reported capacity of 12 Gbps) through 6 upstream regional and global Internet providers. For the region, this represents an average level of Internet infrastructure (for purposes of perspective, a mid size ISP in Michigan carries roughly the same level of traffic).
Then the Iranian Internet stopped.
One the day after the elections on June 13th at 1:30pm GMT (9:30am EDT and 6:00pm Tehran / IRDT), Iran dropped off the Internet. All six regional and global providers connecting Iran to the rest of the world saw a near complete loss of traffic.
Graphically, here’s what happened –
Here’s a detailed look at the abrupt stop noted above –
There’s no question, obviously, that internet traffic was almost totally blocked. And you don’t have to be a North Korean rocket scientist to know why.
So why has limited bandwidth been restored since?
I can only speculate. But DCI’s Internet changes suggest piecemeal migration of traffic flows. Typically off the shelf / inexpensive Internet proxy and filtering appliances can support 1 Gbps or lower. If DCI needed to support higher throughput (say, all Iranian Internet traffic), then redirecting subsets of traffic as the filtering infrastructure comes online would make sense.
Unlike Burma, Iran has significant commercial and technological relationships with the rest of the world. In other words, the government cannot turn off the Internet without impacting business and perhaps generating further social unrest. In all, this represents a delicate balance for the Iranian government and a test case for the Internet to impact democratic change.
Events are still unfolding in Iran, but some reports are saying the Internet has already won.
It would seem so, at least in this case, but I’m not so sure that a country which really didn’t care about maintaining the mirage of a “free” country, as does Iran, couldn’t and wouldn’t keep it shut down for a while longer than did Iran. China for instance.
What it does prove is how incredibly powerful and important the internet has become throughout the world, and how, as communications technology expands and networking options become more available (Twitter carried the day after Inet cutoff to the point that it can be asserted that there was no longer any positive reason to keep the Inet shut down), the ability of totalitarian regimes to control communications is degraded to the point of impotence. Someone is going to get the word out by some means, like it or not. And for the most part, Iran likes it not. But the ability of the communications network to bypass governmental blocks by other means may have been instrumental in making the mullahs finally take the sham election seriously and forcing them to finally address the alleged voting irregularities.
Down economy? Tax revenues in the toilet? Don’t worry Bunky, government will always find a way to keep it’s revenue stream full:
The days of buying online to avoid paying sales taxes may soon be over.
A bill is expected to be introduced to Congress this week that would force retailers like eBay and Amazon.com to start collecting sales taxes on behalf of states from people who shop online or through mail order.
Of course if you know anything about government you also know this was inevitable. However, it is lines like the following which make my blood boil:
“This would be fiscal relief for the states that wouldn’t require any money from the federal government,” said Neal Osten, a senior policy analyst with the National Conference of State Legislatures, which is drafting the bill.
Osten pointed to a recent study that said state sales tax collections fell to their lowest levels in 50 years at the end of 2008.
My earnings are not there to be “fiscal relief” for profligate states who find themselves with budget shortfalls due to poor budgetary practices. Osten seems to think this is some sort of money tree he’s discovered. More importantly, he seems to view the money as rightfully the government’s, not that of the wage earner. And notice, it is a lobbying group with a vested interest in the outcome writing the legislation. What happened to that promise about “no lobbyists” the new administration made? Special interest democracy is alive and well.
Of course a recession is a great time to pass tax legislation like this – why not cool another segment of the economy by giving priority to government tax collections over spurring economic growth?
The more I observe these lunatics and consider their blinkered and ignorant view of the economic world, the less confidence I have that they’ll figure out that the way out of a recession is to cut taxes, not pass new ones.