Technology

Take Some Responsibility

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You probably heard the news: Air Canada had to pay up for something an “AI” chatbot said. This story saddens me as I love flying on Air Canada. Honestly in my trips up there the flight is often part of the fun.

Basically a guy asked an Air Canada chatbot on advice on canceling due to bereavement, it gave him advice on refunds that was wrong. He followed the advice and of course when he had to cancel, he didn’t get his refund, and made a small claims complaint to the appropriate body. Air Canada argued – seriously – the chatbot is a legally distinct entity and that the guy shouldn’t have trusted the advice, but followed a link provided by the chatbot which had gotten things wrong.

Obviously, that didn’t fly, excuse the really stupid pun.

As an IT professional who’s career is “older than One Piece” let me weigh in.

I work in medical technology (indeed, it’s my plan to do this for the rest of my career). We vet everything we install or set up. We regularly review everything we set up. We have support systems to make sure everything is working. This is, of course, because you screw up anything medical and bad things happen.

Also it’s because someone that goes into medical anything is usually pretty responsible. We IT folks are in the mix everyday and know the impact of our job. We also work with – and sometimes are or were – doctors and nurses and other medical professionals who get it.

I love working in this environment. If this appeals to you, I can honestly say check out working in medicine, medical research, and education. It’s awesome.

Know what? Other people using technology can and should take the same level of responsibility.

Technology is a choice. What you use, how you implement it, how you expose people to it, all of that is a choice. You built it or paid for it or whatever, you take responsibility if it goes wrong, be it a life or someone deserving a refund.

If the product isn’t what you thought? Then those who made it owes you an apology, wad of cash, corporate dissolution, whatever. But either way someone takes responsibility, because technology is a choice.

We’ve certainly had enough of moving fast and breaking things, which really seems to just result in enshitification and more and more ways to be irresponsible.

Besides, reputation is involved, and if nothing else saying “we don’t care of our technology on a website goes wrong” is going to make people question everything else you do. I mean, if you were on an Air Canada plane after hearing about this “sorry, not our fault” approach how safe are you going to feel?

Let’s try to be responsible here.

Steven Savage

The Money In Cleanup

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I have an acquaintance that helps migrate businesses off of ancient and inappropriate databases onto more recent ones. If you wonder how ancient and inappropriate let me simply state “not meant for industry” and “first created when One Piece the anime started airing” and you can guess. Now and then he literally goes and cleans up questionable and persisting bad choices.

In the recent unending and omnipresent discussions of AI, I saw a similar proposal. A person rather cynical about AI mused someone might make a living in the next few years backing a company’s tech and processes OUT of AI. Such things might seem ridiculous, until you consider my aforementioned acquaintance and the fact he gets paid to help people back out past decisions. Think of it as “migration from a place you shouldn’t have migrated to.”

It’s weird to think in technology, which always seems (regrettably) to be about forward motion and moving forward that there’s money in reversing decisions. Maybe it was the latest thing and now it’s not, or maybe it seemed like a good idea at the time (it wasn’t), but now you need someone to help you get out of your choice. Fortunately there are people who have turned “I told you so” into a service.

I find these “back out businesses” to be a good and needed reminder that technology is really not about forward. Yeah, the marketing guys and investors may want it, but as anyone who’s spent time in the industry knows, it’s not the case. Technology is a tool, and if the tool doesn’t work or is a bad choice, you want out of it. The latest, newest, fasted is not always the best – and may not be the best years later. Technology is not always about forward, even if someone tells you it is (before they sell you yet another new gizmo).

Considering the many, many changes in the world of tech, from social media to search to privacy, I wonder how much more “back out businesses” might evolve. Will there be coaches to get you to move to federated social media? How can you help a company get out of a bad relationship with a service vendor with leaky security and questionable choices? For that matter can we maybe take a look at better hosting arrangements and websites that aren’t ten frameworks in a trenchcoat?

I don’t know, and the world is in a terribly unpredictable state. But I’m amused to think that somewhere in my lifetime the big tech boom might be “oops, sorry.” Maybe we can say “moving away is really moving forward,” get some TED talks, and make not making bad immediate choices cool.

Steven Savage

Let’s Talk About the Hype Cycle

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I saw someone post about the “AI Hype Cycle” on Mastodon. Against all odds, I’m not going to talk about AI – I’m going to talk about the “Hype Cycle” and the fact we are really too used to it.

You probably have seen this for years – the Hype Cycle for this, the Hype Cycle for that. It’s burned into our brains, probably in part because Gartner actually tried to build a model for it. But we’re now used to the idea that the next Hype Cycle is here, coming, or sneaking up on us.

The thing is a big part of the Hype Cycle is utter bullshit and terrible disappointment. The fact that the Hype Cycle is part of our vocabulary means that we have normalized the idea that we’re being lied to and everyone is going to be bitterly unhappy later, and some lawsuits are going to fly around. We just sort of accept this, it’s been worked into our worldview and our vocabulary.

Everyone even has their roles in this play. There’s the evangelists (who probably made money last Hype Cycle), the skeptics who jump ahead to disillusionment (either understandably or because that’s their role), and so on. Sure some people believe honestly and some disbelieve, but too much of this starts seeming a lot alike.

I’m sure a big part of the Hype Cycle’s existence – and prominence – is because people WILL make money in the latest round of Hype over the Latest Thing. Venture capital streams in, people rush in with the hope of making it this time, and of course the evangelists from last time are on top of it. I also noted the last Hype Cycle for Crypto and NFTs that political actors got on top of it as well, which just amplified things further.

Of course with Crypto it’s still going, but it also seems that every week some techbro half my age goes to jail forever or gets sued for the GDP of a medium-sized country.

But some people make money in the Cycle, a lot of people loose money, and here we go again. Recently in Hype Cycle discussions, I saw a person honestly and sincerely discuss how to prosper in a Hype Cycle bust as a “cleanup consultant” which is brilliantly depressing. I myself have been in IT 30 years and have navigated many a Hype Cycle and I’m kind of done with them.*

But sadly, I think we have to discuss the Hype Cycles to ask why we have to discuss the Hype Cycles. Maybe we need to ask if we can move beyond them into something focused on real results early, on actual caution at the right time, and getting things done.

Steven Savage

* Oh and my secret to Navigating Hype Cycles? Stay aware of trends, don’t get caught up, stick with useful skills that will carry over, and put yourself in a place with real deliverables.