The guiding principle of technology is, technology is supposed to make our lives better by alleviating the drudgery from our lives and letting us have more time doing what we enjoy. But there is a dark side to technology, and I am not talking about surveillance this time. This dark side is perpetrated by people who create it and use it. I’m going to talk about two things: design/process failure and computer etiquette “netiquette” because they have the same basic root cause.
There are many failures in use of technology by companies that should know better that I wonder how the people in charge manage to keep their jobs. Now it is easy for me to sit here atop my perch and take pot shots, insulated from all the conflicting pressures of making products that both please the management’s bottom line and customers. However, I have always been of the opinion that there is a way to do both. There are solutions that can actually deliver more satisfaction to both company and customer.