On how algorithms are consequential – example from a newsroom

The paper “Designing What’s News - An Ethnography of a Personalization Algorithm and the Data-Driven (Re)Assembling of the News” is a great illustration of Kranzberg’s First Law of Technology, which states that “Technology is neither good nor bad, nor is it neutral.” In this paper, published in Digital Journalism, Anna Schjøtt Hansen and Jannie Møller Hartley … Continue reading On how algorithms are consequential – example from a newsroom

Offering rebates as a form of service recovery can actually backfire

It happened, again. You know the script: the internet is down; you try all the tricks in the book; they don’t work; you call the provider; they tell you that “we are experiencing some technical problems in the area”; they apologise; eventually, they offer you a rebate on your monthly fee which hardly makes up … Continue reading Offering rebates as a form of service recovery can actually backfire