Patrick McKenzie Profile picture
Aug 4, 2019 3 tweets 1 min read Read on X
Someone could do a brisk business with a SEOified website answering How Do I Get A Copy Of My X for all the relevant Xes and try to get a referral fee for all the various players that will charge for getting an X, either because they custody X or because they’re the expediter.
Think how much search traffic there is for birth certificates, certificate of good standing, etc etc for every conceivable jurisdiction and every user-provided misunderstanding of what the actual document is.
E.g. “You can get a document confirming your Japanese status of residence, often incorrectly referred to as a Japanese visa [a word which the Ministry of Justice’s official docs will never use about this document], by ...”

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More from @patio11

Jul 25
Today on the Complex Systems podcast I talked with @KelseyTuoc on the social purpose of equity in tech community, how the deal broke down between tech companies and tech reporters, and a bit about fellow Internet weirdos over indexing on impact.

complexsystemspodcast.com/episodes/repor…
As always, comments in my own spaces are my own, which (while it is a disclaimer that will get you zero point zero grace from many reporters these days) you really have to say when you were previously in a Comms department discussing how journalism works.
As I was writing my usual inline notes on the transcript there were a few places where, as the kids say, I woke up and chose violence. Or, more to point, I was up to 4 AM after an apartment move and so didn’t need to wake up at all.
Read 8 tweets
Jul 19
Hugops all around today re: the Crowdstrike issue, including for all tellers working for a particular large national institution who are currently entirely stopped on anything requiring computer access.
Frantic branch manager was serially delivering the news that they were impacted by quote the MicroSoft outage end quote and that ATM and online access *might* work.

(It is, ahem, sporadic.)
In “could have come out of a tabletop exercise”, sudden surge by many customers of ATM transactions has them flagging customers as likely being fraud impacted.

Good news: you have an automated loop which allows a customer to recognize a transaction.

Bad news:
Read 8 tweets
Jul 18
I have many thoughts on this thread, but it also stands on its own.
Any customer service process you create, where the nature of the product sold does not radically exclude most of the population, needs to be robust against substantial diversity in capabilities of the general population.
Many people, when they are told a narrative of a sequence of events in interacting with a corporation, will default to believing that that narrative is a basically accurate recounting of history.

People who have worked in CS are less likely to default to this understanding.
Read 22 tweets
Jul 15
My colleague @jeff_weinstein, who also worked on Stripe Atlas, had a good podcast episode about product management, engaging with users, creating delight, dealing with incidents from a comms perspective, etc.

lennyspodcast.com/building-produ…
A thing that I really like about Jeff, which appears to be contrarian enough in large tech companies to mention, is that he exudes willingness to talk to customers without shunting that responsibility off to someone in a different org silo, to read about at next quarter’s sync.
You can choose to simply do things. You have a telephone. You have Zoom. Your customers are on the Internet. You can choose to talk to your customer. You can choose to talk to them today. You can choose to walk out of a meeting right now and do it.
Read 9 tweets
Jul 2
There is something a little magical about giving your kids Dragonbox for the first time and watch them just intuit some of the rules of algebra, based on good game design.
Liam even raged at the app for not allowing him to use the communicative property of multiplication. He definitely doesn’t know those four words, but “If 1X is X and X1 is X then clearly it doesn’t matter if I drag the one onto the X or the other way!!!”
Liam: Why’s I get two stars?
Me: On the seventh step you waved your fingers a bit too much and caused a tap that the app thought was wrong. Which is fine because…
Liam: WE DO IT AGAIN.
Read 9 tweets
Jun 21
Two weeks ago my buddy @fulligin pulled me aside and said "I have something to show you." That something was the Daylight Computer, which I was previously unaware of.

I've since bought one and am using it fairly extensively for reading. Vincent recorded some impressions:
The DC-1 has a whiff of magic to it, comparable to the first time using a Kindle.

(Other people profess to have this feeling from the iPhone/iPad the first time. I honestly don't remember those as being "my life now has a before and an after" moments. Kindle was that.)
The Kindle is a substitute for paper, via eInk. It's the best available way to buy books, a somewhat mediocre reading experience which acts like an inferior substitute for paper, and an absolutely gobsmackingly frustrating software/hardware artifact to use.

I love mine to death.
Read 12 tweets

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