Working at home during and after COVID

Contributed by Ronald Baecker, who is an Emeritus Professor of Computer Science at the University of Toronto, author of Computers and Society: Modern Perspectives, co-author of thecovidguide.com, and author of the forthcoming Digital Dreams Have Become Nightmares: What We Must Do.

My blog post of February 11 shared the account of four people who, despite COVID, have preserved and in some cases enhanced family connections and communication through the use of teleconferencing technologies. This essay will look at the present and future of distance collaboration for work. 

It has not been easy, especially for couples who both have jobs and who have school-age children at home. There have been severe stresses in maintaining concentration and balancing work time; periods helping children with schoolwork; and time for chores, exercise, play, and being alone. 

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Digital technology firms, monopolies, and antitrust actions

Contributed by Ronald Baecker, who is an Emeritus Professor of Computer Science at the University of Toronto, author of Computers and Society: Modern Perspectives, co-author of thecovidguide.com, and author of the forthcoming Digital Dreams Have Become Nightmares: What We Must Do.

Today’s digital technology industries are characterized by intense degrees of corporate concentration.

Amazon revolutionized access to books and continues to grow its market share of both print books and eBook sales — approaching 50% of print sales and more than 90% of eBook sales.  It is also starting to dominate the sale of many other kinds of goods, and now vigorously seeks a dominant market share in sectors such as grocery retailing and pharmacies. Facebook, which owns 54% of the social media market, is responsible for a great deal of the Internet hate speech and fake news nightmares we face today. Google, which revolutionized the business of search, and now owns 76% percent of that market, seems to manipulate the search engine algorithm for its own commercial benefit.  Apple, which demonstrated that it was possible to design for ease of learning and ease of use and still achieve commercial success, now owns 66% of the tablet market and 22% of the mobile phone market, and seems to manipulate the policies of software distribution on its platforms for its own commercial benefit.

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Sales Support No More

Contributed by Ronald Baecker, who is an Emeritus Professor of Computer Science at the University of Toronto, author of Computers and Society: Modern Perspectives, co-author of thecovidguide.com, and author of the forthcoming Digital Dreams Have Become Nightmares: What We Must Do.

In a previous blog, I spoke about outsourcing, and the trade-offs for both companies and consumers, given the practise of many companies to outsource customer support globally. Here I shall speak about a related issue — the current tendency of most companies to skimp on or omit human customer support altogether. I shall illustrate this by describing three hours I spent yesterday and today trying to find a nearby store that had a USB-C to VGA converter for my Mac laptop.

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Should tech support be kept in-house?

Contributed by Ronald Baecker, who is an Emeritus Professor of Computer Science at the University of Toronto, author of Computers and Society: Modern Perspectives, co-author of thecovidguide.com, and author of the forthcoming Digital Dreams Have Become Nightmares: What We Must Do.

My cell phone is malfunctioning in many ways.  Top four problems: it no longer recognizes my fingerprint; I seem to have misplaced my AppleID, which together with the fingerprint recognition problem, makes it impossible to do many things; it does not sync properly with my laptop; and I have to retype my password many more times a day then is sensible.

So today I tried calling the main downtown Apple store, in the Toronto Eaton Centre, to make an appointment with a “genius”.  In the past, I have reached someone there, or perhaps in Toronto, or at least in Canada, who had some idea of the geography.  Today I first had to fill out a form on my cell phone, which wanted me to choose one its options with a canned support answer on the site.

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