designcult

"Any sufficiently advanced civilization is ... "

Clarke's Three Laws are three "laws" of prediction formulated by the British writer and scientist Arthur C. Clarke. They are:

1. When a distinguished but elderly scientist states that something is possible, he is almost certainly right. When he states that something is impossible, he is very probably wrong. 
2. The only way of discovering the limits of the possible is to venture a little way past them into the impossible. 
3. Any sufficiently advanced technology is indistinguishable from magic.

-- Wikipedia, Clarke's Three Laws

So are we alone? Well, there is one other possibility, at this point. I've lately been trumpeting my revision of Clarke's Law (which originally said 'any sufficiently advanced technology is indistinguishable from magic'). My revision says that any sufficiently advanced technology is indistinguishable from Nature. (Astute readers will recognize this as a refinement and further advancement of my argument in Permanence.) Basically, either advanced alien civilizations don't exist, or we can't see them because they are indistinguishable from natural systems. I vote for the latter.

-- Karl Schroeder, The Deepening Paradox

Corporate apologies: An appreciation

I have a small collection of corporate apologies.

I think software companies in particular are getting quite good at apologies. (Whether they're getting better at not doing things they should apologize for is another matter). Modern software companies generally expect to move quickly and to have relatively transparent communication with their users (at least compared to pre-Internet corporations). Both of these expectation mesh well with good apologizing.

I'm interested in corporate apologies for three reasons.

First, many of the apologies I've collected come from companies whose products I use, like Netflix, EVE Online, Flickr, and Airbnb.

Second, I work for very similar companies, and so while I hope to avoid it by never screwing up, it is entirely possible I'll be in the position of having to write such an apology one day. If that happens, I'd like to do a good job.

Finally, I love looking at different genres of writing. I think of corporate apologies as a very specialized genre, one that is usually written under a great deal of stress (because it usually follows something unpleasant happening), to an unusually critical audience (the apology is happening because some people are very unhappy), in a short period of time (an apology is best delivered as soon as possible). 

Here's a few of my favorites:

1. Path apologizes for mishandling user data.

We are sorry.We made a mistake. Over the last couple of days users brought to light an issue concerning how we handle your personal information on Path, specifically the transmission and storage of your phone contacts.... 

2. EVE online apologizes for not listening to the community

Dear Followers of EVE Online,

The past few months have been very humbling for me. I’ve done much soul searching, and what follows is my sincere effort to clear the air with all of you. Please bear with me as I find my way through. 

The estrangement from CCP that many of you have been feeling of late is my fault, and for that I am truly sorry. There are many contributing factors, but in the end it is I who must shoulder the responsibility for much of what has happened.... 

3. Netflix apologizes for a price hike and announces a plan to split the company in two, and then backtracks and apologizes for that.

I messed up. I owe everyone an explanation. 

It is clear from the feedback over the past two months that many members felt we lacked respect and humility in the way we announced the separation of DVD and streaming, and the price changes. That was certainly not our intent, and I offer my sincere apology. I’ll try to explain how this happened.... 

Followed by:

DVDs will be staying at netflix.com It is clear that for many of our members two websites would make things more difficult, so we are going to keep Netflix as one place to go for streaming and DVDs....

4. Airbnb apologizes for a truly horrific rental experience and their handling of the aftermath

Last month, the home of a San Francisco host named EJ was tragically vandalized by a guest. The damage was so bad that her life was turned upside down. When we learned of this our hearts sank. We felt paralyzed, and over the last four weeks, we have really screwed things up. Earlier this week, I wrote a blog post trying to explain the situation, but it didn’t reflect my true feelings. So here we go....

5. Livejournal apologizes for overzealous enforcement of policy violations

Well we really screwed this one up…

For reasons we are still trying to figure out what was supposed to be a well planned attempt to clean up a few journals that were violating LiveJournal's policies that protect minors turned into a total mess. I can only say I’m sorry, explain what we did wrong and what we are doing to correct these problems and explain what we were trying to do but messed up so completely....

6. Flickr apologizes for the mistaken removal of a photograph

I have to be a little quicker than I'd like because I'm writing this on a Treo in a car in the desert, coming back from a vacation (I'm not driving - no worries). I've gotten the whole back story from the team and have read the forums, various Flickr groups topics and blog posts on this topic (as of a few hours ago), so I have a pretty good idea that we screwed up -- and for that I take full responsibility (actually, several team members are fighting to take responsibility)....

These are all worth reading, take a little time to check each of them out.

Each of these apologies get the basics right. They're from a specific person (usually the CEO or similar figure) and written in plain, direct language with an admiral minimum of corporate-ese. All of them contain some variation of  "We screwed up."

The EVE online apology and the Flickr apology are probably the most personal (which makes sense given the history of those two companies), but none have that strangled sound we've come to expect from a canned, PR-approved response. Which is not to say PR people weren't involved -- only that good ones were.

All of them contain some variation of "I take full responsibility," so there's no pushing of blame onto another party. Most include explanations of what went wrong, why it went wrong, and what the company intended to do about it. On the other hand, the first Netflix apology contained a remedy (splitting the company in two) that was arguably worse than the initial problem (essentially a price hike). The lesson here is probably: don't get too fancy with your remedy, and don't let it get hijacked by some other corporate priority.

Context is also interesting. All of these were posted in the company blog, rather than a separate press release. Flickr's is a little different since the initial apology from Stewart came in an active community thread, and then was reposted in the official blog.

I've talked mostly about the apologies themselves, but, as most of the apologies themselves point out, actions subsequent to the apology also matter. 

Do you have a favorite corporate apology? I'll add it to the list.

Added 4/16/2012

Here's one found by Andrew Sandler, from RunKeeper, a fitness tracking app:

With all of this good stuff happening, we wanted to write this post because we feel like we owe you an apology.  You see, we have always prided ourselves on being a user-driven company.  A company that cares about your feedback.  A company that makes decisions with you, our users, in mind. We feel like recently we started to stray from those values.  We spread ourselves too thin.  We had too many initiatives going on at once.  And most importantly, we stopped listening to our users as much as we should be. 

 

I'm sorry photo CC by shandopics

The 10 Best Books I Read in 2011

This is a list of the best books I read in 2011. The list is not a Top 10. For one thing, it's not in order. Also, not all of the books were published in 2011, though more of them were recent than is typical for me. All of these are books I read for the first time this year: I do a lot of rereading, but none of the reread books struck me as strongly as these did.

1. Ship Breaker (Paolo Bacigulpi)
   Absolutely the best novel I read this year. I enjoyed the one previous book of his I've read (The Windup Girl) but it did seem a little bit as if he were trying too hard to be dark. Ship Breaker has no such problems. It's ostensibly Young Adult, set in a post-apocalyptic (weather apocalypse version) Lousiana and starts among gangs of ragged youth breaking down old oil tankers for scrap piece by piece. The world-building is perfect, the structure is a concise, perfectly executed update of a classic adventure novel (Kidnapped or Treasure Island) and I would recommend it to anyone. 
    
   
2. Zero History (William Gibson)
   Finishes up the Blue Ant / Hubertus Bigend trilogy. When the trilogy started it felt lighter than the previous trilogies; having recently reread them all, I think it stand up very well. Plus, this one is largely about pants, and I appreciate a writer that can take pants seriously. 
   
   
3. What Technology Wants (Kevin Kelly)
   Still mulling this one over. Kelly has a manic mix of total full-on messianic tecnology changes everything woo, but is more grounded (and more literate) than 99% of people with equivalent tecnophile woo. If you want a taste, go read this post on how few technologies truly die out. If you think that's neat, you'll like this book. 
   
   
4. A Night in the Lonesome October (Roger Zelazny & Gahan WIlson)
   Weird & wonderful. I have a soft spot for books narrated by dogs. Gahan Wilson does the illustrations, he's a gem. This is an older book I would never have heard about without Jo Walton's series of book reviews on Tor, she has a knack for highlighting semi-forgotten books that deserve to be read. 
   
   
5. I Shall Wear Midnight (Terry Pratchett)
   Another adult novel. I think the Tiffany Aching books are Pratchett's best works. They have a different tone than the other Discworld novels, and stand alone while working within that world. I think somehow they feel more serious (even though the Discworld novels have tackled some quite serious topics), possibly because Tiffany herself is never played for laughs, though funny things do happen around her. Especially when the Feegles are involved. 
   
   
6. Nobilis: The Game of Sovereign Powers (R. Sean Borgstrom)
   This isn't a novel, it's a very strange role-playing game in an extraordinarily beautiful physical book. It's disastrously out of print, tend to go for more than $100 on eBay, and I was lucky enough to find out about it by actually getting to play it at a friend's house, though briefly. I was hooked. I am one of those people who buys gaming books just to read them sometimes (sorry) and this book is a perfect example of why that is a terrible, and yet irresistible habit. On the one hand, it's an interesting game, and should be played. On the other, it's a grand and lunatic work of plotless fiction. Ask nicely, and I may let you look through it. 
   
   
7. Empire of Liberty: A History of the Early Republic, 1789-1815, Oxford History of the United States (Gordon S. Wood)
   I am in love with the Oxford US history series. This one and the next are long, cover basically everything, and are pretty well paced considering how complete they are attempting to be. If, like me, your understanding of US history between the Constitutional Convention and the War of 1812 is "something something XYZ affair something" then this will get you caught right up. My personal takeaways are mostly about how tenuous the early republic was: all worried about a return to monarchy, re-absorption by England (or some other power), or just falling apart into pieces altogether. From our point in history it all seems so inevitable, but really, none of it was. 
   
   
8. What Hath God Wrought: The Transformation of America, 1815-1848, Oxford History of the United States (Daniel Walker Howe)
   Still in love with the Oxford US history series. Lots of juicy stuff here about the increasing role of religion in public life, our emergence as an imperial power, and the truly terrifying white supremacist edge to it all. It's a pretty dark era, with few real heroes: William Lloyd Garrison, Frederick Douglass, the early abolitionists and activists against Indian genocide. But the presidents are a pretty nasty lot: Jackson (evil), Van Buren (inept), Harrison (dead), Tyler (useless), Polk (imperialist). John Quincy Adams comes across well. Reading about the "acquisition" of California was fun, though, as I now know the genesis of about 50% of the street names in my neighborhood. 
   
   
9. Reamde (Neal Stephenson)
   Probably not one of his important books. Totally one of his fun books. And sometimes, it's OK to have a really long, highly improbably adventure story written by a weapons-obsessed nerd. I'm also becoming convinced that, much as many novelists needed to get a 9/11 themed novel out of their system in the last decade, some novelists need to get a World of Warcraft novel out of their system. This is Neal's, and that's just fine. 
   
   
10. Finder: Voice (Carla Speed McNeil)
    Finder is one of those graphic novel series that fans get obsessive and evangelical about, and yet somehow most people have never heard of. It's science-fiction with heavy fantasy overtones, is written in this incredibly layered and dense way while having art that is clean and simple and spare and somehow pulls off tricks like having whole clans of characters that are near-clones of each other, and yet you can tell them apart on the page. If you haven't read any Finder, start with the new Dark Horse collected editions, but when you've read those, read this one next. 

There are 3 nonfiction books and 7 fiction books on this list. One of the fiction books is a graphic novel, one is an illustrated novel, two are marketed as Young Adult, and one is a game. Almost nothing takes place in the present-day real world, I do tend to science-fiction, fantasy, and history. The YA fiction is fully the equal of the "adult" fiction, and these days I appreciate a well-done "slight" novel as much (or more) as a more ambitious work.

What I'm thinking about this week

1. Boots! In January 1996, I was in London briefly, following a semester at Glasgow University. I bought a pair of Dr. Marten's boots from the flagship store in . They were a sort of wingtip half boot, and I loved them. That's them up on the right there. I've owned various boots over the years, and these were worn more and over a longer period of time than any others. Only a pair of boots acquired from Stompers in the 90s came close. The latter have been relegated to "garden use only" for a while now, and the Docs are just thrashed. Neither model is still made (though there are some things that come close). So last week, we went over to the Haight St. and I picked up a pair of Langstons in burgundy. And I'm in love all over again ...
2. Liberty Leading the People by Delacroix. Despite being married to someone who knows a great deal about art history, I basically knew nothing about this painting or the painter (though I knew the image). I listen to the wonderful In Our Time BBC podcasts, so I got a thorough introduction from Melvyn Bragg's usual group of slightly dotty British academics. 
3. The history of finance, and investment theory. Not my usual area, but I'm being guided by Adam Nash's personal finance reading list and working my way through one by one. 
4. Visual (and to some extent audio) design in classic science-fiction movies. (And one newer one.) The ones with the white palettes, san serif typefaces and shininess.  Think 2001 and Saturn 3.  Also Tron Legacy, but the shiny white bits rather than the glowy black bits. Plus sinister computer voices like Hal and GladOS from Portal. The fun part is this relates to the previous item (at least in my head).
5. How most of the important developments & conflicts in online identity & authentication were predicted (sort of ) by Max Headroom. 
6. Occupy Wall Street. There's a lot to think about, but this post pointing out how strangely some of the OWS dynamic echoes Bruce Sterling's 1998 book Distractions I had to reread it. Sterling has a knack for predicting future socio-political events in ways SF doesn't usually quite do (see: drone assassinations in Islands in the Net). Distractions isn't nearly as good a book as Islands in the Net, but it has it's moments, and it certainly resonates today:
   
   

   “Why are there millions of nomads now? They don’t have jobs, man! You don’t care about ‘em! You don’t have any use for ‘em! You can’tmake any use for them! They’re just not necessary to you. Not at all. Okay? So, you’re not necessary to them, either. Okay? They got real tired of waiting for you to give them a life. So now, they just make their own life by themselves, out of stuff they find lying around. You think the government cares? The government can’t even pay their own Air Force.”

   “A country that was better organized would have a decent role for all its citizens.”

   “Man, that’s the creepy part — they’re a lot better organized than the government is. Organization is the only thing they’ve got! They don’t have money or jobs or a place to live, but organization, they sure got plenty of that stuff.”

The secret origin of "log in"

We do it dozens of times a day, every day, but why do we call it logging in?

"Log in" is one of those phrases that sounds weirder the more you say it. It's ubiquitous in online life, though it does seem like it's being slowly overtaken by "sign in" ^{[note 1]}. But where does the phrase come from in the first place?

Clearly, a job for the Oxford English Dictionary. Luckily you can usually access the online OED through your local public library site. Thanks, libraries!

Representative terminal, not actually a CTSS terminal, CC LevitateMe

The OED's earliest listed usage of "log in" in the modern sense of "to open one's on-line access to a computer" is from the 1963 publication Compatible Time-Sharing System from the MIT Computation Center. ^[2]  I'm not sure if this is truly the first usage of "log in", but it would make sense if it was, as CTSS, started in 1961, was arguably the first time-sharing operating systems, and so possibly the first system that you needed to log in to. (Before that we only had batch processing systems).

Whether it was CTSS or a similar system, I envision an engineer, probably at MIT, somewhere between 1959 and 1961, needing to describe a new user command for the system they were creating.We get a lot of neologisms from these situations, and it's very possible log in dates from just this moment in history.

CTSS Timeshare: A Programmer's Guide, MIT press

It's also possible that "log in" was used in a non-computer sense before time-share systems, but I haven't seen it in print. But of course the "log" part, meaning to record something or someone, predates computers by hundreds of years.

Ship's log CC David Churbuck

That usage is in turn a shortening from entering something into a "log-book", or ship's log, (or captain's log, if you're in Starfleet) which the OED defines as:

A book in which the particulars of a ship's voyage (including her rate of progress as indicated by the log) are entered daily from the log-board.

The first listed usage of log-book or  logbook is from roughly 1689 ( J. Moore's  New Syst. Math). By travelling back 250 years in time, we've gone from identifying ourselves within a computer system to entering the speed of a sailing ship into a book.

But why was it called a logbook? Because of this apparatus here, variously called a chip log, ship log, or log:

Chip log log line, & reel, CC Kate's Photo Diary

A log! Or at least, a piece of heavy wood, attached to a knotted rope. Which you throw overboard and time how many knots go by for a set period of time, or, as Wikipedia describes it:

When the navigator wished to determine the speed of his vessel, a sailor dropped the log over the stern of the ship. The log would act as a drogue and remain roughly in place while the vessel moved away. The log-line was allowed to run out for a fixed period of time. The speed of the ship was indicated by the length of log-line passing over the stern during that time.

This is also why we still measure nautical speed in knots. So, when you next log in to Facebook or Gmail, think about big hunks of wood being thrown off the side of a ship to measure speed.

P.S. This was fun and entertaining for me to put together, but I'm sure there are holes and inaccuracies. If you know more about the origins of "log in", please chime in with comments, and I'll update accordingly!

Update 8/6/11: In a comment, Andrew Durdin points to some non-computer uses of "log in" from the 1950s. Awesome!

---

Note 1:  A couple of years ago I did a survey of top websites in the US and UK and whether they used "sign in", "log in", "login", "log on", or some other variant. The answer at the time seemed to be that if you combined "log in" and "login", it exceeded "sign in", but not by much. I've also noticed that the trend toward "sign in" is increasing, especially with the most popular services. Facebook seems to be a "log in" hold-out.

If the whole "sign in" vs. log in" debate is interesting to you, there are some debates here and here. My personal feeling is that either is fine, but "sign in" is marginally more friendly and probably the preferred usage, though I'll miss the nautical association. On the other hand, I feel strongly that "login" as a verb is an abomination and not to be tolerated under any circumstances.

If you're really interested, you might start noticing where sites show their own evolutions and inconsistencies of usage. For example, Twitter's web UI uses "sign in" but the URL says "login". But now we're probably reaching the outer limits of obsession and should stop.

Note 2. Here's a PDF of a CTSS manual from 1964. There's an underlined "log in" on page 6.
Interestingly, CTSS is also the system that gave us the first email system, as described by Errol Morris in his history of his brother's role in the creation of that system. The Wikipedia history of CTSS is pretty fascinating stuff as well, and contains links to oral histories of the creation of CTSS and Multics (the precursor to Unix).