Confessions of an Apple Store Employee

Now here is something you don’t see every day — an Apple employee spilling the beans. Fascinating insight into how the Apple Store works. Samples:

Evil Customers

Its amazing how badly behaved some customers are. I have seen customers have complete meltdowns and get phones exchanged that were like two years old. They scream, cry, curse. And it works. People can be horrible. Sometimes it’s like working at McDonald’s, with better pay. I’ve never been treated so badly in my life.

Dealing With Drug Dealers

We get a lot of drug dealers who try to buy iPhones with fake IDs. You can tell them instantly just by how shady they act, and they know you know, but you obviously can’t start accusing them of being drug dealers—they are customers, after all. But when they try to check out, they’ll use what are obviously fake IDs or fake credit cards, and it often turns out they’re using a dead person’s Social Security number or something. And when you call them out on that—then, they run.

Pushing MobileMe

We aren’t paid on commission, but you fear for your job if you’re not selling enough. We’re supposed to sell AppleCare product support with just about everything, and honestly, those aren’t that hard to sell, since they aren’t a bad deal. But we’re also supposed to push MobileMe, and that’s really hard to sell. Nobody ever sells it.

WikiLeaks: Big Business has wised up and it ain’t pretty

This morning’s Observer column.

What’s instructive about the Julius Baer case is how clueless the bank and its agents were about the net. They looked like blind men poking a tiger with a stick. It was amusing at the time, but it was too good to last. It was inevitable that the corporate world would wise up and in the past few weeks we’ve begun to see some of the results of that re-education process. And it ain’t pretty.

What’s driving things now is the conjecture that the next big WikiLeaks exposé concerns Bank of America. And deep in the lush undergrowth of corporate America, security, consulting and PR companies have perceived lucrative business opportunities in helping putative WikiLeaks targets get their retaliation in first.

We got a glimpse of this twilight world when the activist group Anonymous hacked into the servers of an internet security firm…

Put not your faith in Cloud services — contd.

Dave Winer again.

Twitter pressed a button tonight, and not just the one marked “Kill.”

They sent two wakeup calls to their users:

1. Hey it would be safer to use our client to access Twitter.

Subtext: We’re not going to kill our own app.

2. We will kill your use of Twitter if it suits us.

Just when people were starting to think that Twitter could be used for serious stuff, you know — like news, and revolutions.

When Amazon kicked WikiLeaks off, without adequate explanation, they did far more damage to their own rep than they did to WikiLeaks. Everyone knew WikiLeaks is a hot potato. What we didn't know is how little heat it would take Amazon to dump one of their customers. It would be one thing to stand up to repeated court orders and finally cave. But in this case, there wasn’t even a judgment against WikiLeaks. They kicked them off because it suited them. And that killed Amazon as an environment for journalism. RIght there. If they ever want to get that back they have a lot of explaining to do.

Now this one tweet from ABC’s Jake Tapper puts it all in perspective. “Twitter killed my ubertwitter.” He got the subject and object of that correct, and the verb.

What if, just saying — one of the revolutionaries in Cairo or Bahrain or Tripoli was using UberTwitter or Twidroid. Not impossible you know. What if they went to send a message, one that might save lives, and found out that Twitter had shut them off.

Yep.

The real price of oil

Nicholas Kristof of the New York Times has been one of the best journalistic witnesses to what’s going on in the Middle East. His latest report from Bahrain includes an astonishing video sequence filmed in a hospital next to the bed of a plastic surgeon who had been beaten unconscious by security forces and then threatened with rape. His dispatch is worth reading in full. It begins:

A column of peaceful, unarmed pro-democracy protesters marched through the streets here in modern, cosmopolitan Bahrain on Friday. They threatened no one, but their 21st-century aspirations collided with a medieval ruler — and the authorities opened fire without warning.

Michael Slackman and Sean Patrick Farrell of The New York Times were recording video, and a helicopter began firing in their direction. It was another example of Bahrain targeting journalists, as King Hamad bin Isa al-Khalifa attempts to intimidate or keep out witnesses to his repression.

The main hospital here was already in chaos because a police attack nearby was sending protesters rushing inside for refuge, along with tear gas fumes. On top of that, casualties from the shootings suddenly began pouring in. A few patients were screaming or sobbing, but most were unconscious or shocked into silence that their government should shoot them.

Once again, it’s clear that the West, led by the US, has no idea how to react to what’s going on. In the case of Egypt, the problem (for the US) was its entanglement with Israel, and the fear that radical change in Cairo might undermine the peace treaty between Egypt and Israel which is one of the cornerstones of US policy on the Israeli-Palestinian conflict.

But at least Egypt has no oil. Bahrain does have some, but — according to the CIA Fact Book — is “facing declining oil reserves, … has turned to petroleum processing and refining and has transformed itself into an international banking center.” American pusillanimity this time has two sources: the fact that Bahrain is the base for the US Fifth Fleet; and it has the same governance arrangements as its powerful and oil-rich neighbour, Saudi Arabia, i.e. minority Sunni rule over an oppressed Shia majority. If the Bahraini regime were to fold, then the Shias in Saudi might get ideas, and who knows where that might lead? (Hint: think of a large, rich, Shia-dominated country with aspirations to develop nukes.)

So it’s overwhelmingly in the US’s interest to have the unrest in Bahrain resolved in some non-incendiary way. The affairs of this Mickey Mouse ‘kingdom’ with a population less than that of a London borough are thus giving major headaches to the boys in the Situation Room back at the White House.

In the long run, of course, there’s only one way out of this realpolitik dilemma: we have to wean ourselves off our dependence on Middle Eastern oil. But then, as Keynes wisely observed, in the long run we are all dead.

In the meantime, if this continues, oil will be $200 a barrel before you can say Hamad bin Isa al-Khalifa. (Yesterday in London, Brent crude for April delivery reached $102.76 a barrel on the ICE Futures exchange; Brent prices are supposedly a good indicator of what Mid-East prices will be.) Just as well that I’ve had my bike serviced.

And then there’s Libya…

UPDATE: Fascinating online petition entitled “The Bahrain Twitter Community Against Nick Kristof”, uploaded by hassan.albashhotmail.com on February 18, 2011, 4:11:11 pm. It reads:

Dear New York Times Editor:

The events that have fallen on Bahrain the past few days have been nothing short of tragic. So when the violence escalated, the world tuned in, through you, the media. This brings us to the point of this petition: we write to you today, complaining about the shoddy journalism of one of your own reporters, Nicholas D. Kristof. Through his twitter feed, he has accomplished nothing short of spreading the wrong message of the Bahraini situation, giving one-sided report, and spreading unchecked lies.

This issue was not about sectarian hate, the people did not want to overthrow the government. What the people were peacefully protesting for was reform, but Nick Kristof went on to compare the situation to Tunisia’s and Egypt’s. Not once did he mention the opposing point of view, not once did he see look at the situation objectively, and see that both sides were wrong.

Many of us during the past days have relied heavily on twitter to keep up with the latest updates on this grief that has struck our nation. I myself am studying in the United Kingdom, and it has been my main source of information. Which is why it was so disappointing to find Nick Kristof post unconfirmed information, such as the presence of Saudi military in Bahrain. For him to make this a Sunni and Shiite matter only fuels the hate.

We understand that the criterion for newsworthiness sometimes necessitates focusing on human interest, conflict, and shock value from an emotional angle. However, to continuously aim for such spin by intentionally ignoring other truths and exaggerating inaccuracies was extremely hurtful to our small national and its people, fueling a horrible fire and destroying alread strained relations.

We kindly ask that you review and independently investigate all that has been said when this situation is over, and take any appropriate actions you see fit in line with the journalistic standards befitting your esteemed organization.

MORE: The WikiLeaks trove of US Diplomatic cables contains some fascinating stuff about Bahrain as seen through American eyes. Particularly interesting is this report of the US Embassy’s attempts to assess the situation and views of young Bahrainis. It’s an good case study in competent, conscientious reporting. Sample:

2.(C) Over the course of two months, Embassy public affairs officers pulsed [sic] young Bahrainis about attitudes toward work, politics and their future. Conversations with more than fifty men and women between the ages of 17 and 30 offer useful insights into Bahrain’s next generation of young professionals.
——————————– UNEMPLOYMENT A WORRY FOR MANY… ——————————–

3.(C) Employment is a top concern for both Sunni and Shia youth, and especially men. A large majority tell us they worry about their job prospects and are not as confident in their future as they were five or ten years ago. Several contacts related stories of new graduates who are struggling to find jobs. Rashid Riaz, a liberal Sunni and Events Officer for a GOB-funded youth program, told us that over half of his close friends have been unemployed for a year or more.

4.(C) Others — particularly Shia — believe there are job opportunities in the country but that they are not equally available to all. According to Adnan Alawi, a young teacher and member of the (Shia) Wifaq party, “The good jobs go to certain people – Sunnis — and especially in the public sector.” Many Shia youth believe that employment discrimination is institutionalized in the public sector, but that in the private sector, skills and professional qualifications trump sectarian identity. Alawi claims that Shia youth are therefore more focused than Sunni on their own professional development in order to secure jobs in the “more competitive and fair” private sector.

5.(C) Although Sunni contacts acknowledged the widespread perception that not all Bahrainis are treated equally, they accused the Shia of exaggerating alleged discrimination in order to pressure the GOB into providing them more jobs and benefits. Ahmed Al Harban, a conservative Sunni, asserted that poor Sunnis are not as politically well organized as Shia and therefore generally receive less public assistance.

And:

————- …BUT SECTARIAN DISCRIMINATION MAY NOT BE THE ONLY CAUSE ———————

6.(C) Several Sunni and Shia contacts cited the poor work ethic of Bahraini youth, rather than sectarian discrimination, as a factor in unemployment. They asserted that many are “unemployed by choice.” There are numerous jobs available, they explained, but young Bahrainis are unwilling to take positions that are lower-paying, require long working hours or are seen as low status. Noor Nass, an undergraduate student at the Royal University for Women and from a prominent Shia family, said that she has declined two job offers because of low wages. Other contacts tell us that most young people prefer government employment or positions with established companies and refuse jobs with salaries lower than BD 500/month (USD 1400/mo.) In another example, post worked with a local contractor to provide paid summer internship opportunities with the French multinational supermarket “Geant” for several poor Shia high school students who had graduated from the USG-sponsored ACCESS English program. According to the contractor, the students didn’t even show up for the initial interview because they deemed the wages to be too low and the jobs were not “in management.”

7.(C) Mansoora Al-Jamri, a journalist from a prominent Shia family, said that young Bahrainis underestimate their potential and can only envision themselves in a government clerical job. Many “are afraid to think big.” Some of her contemporaries have ambitious professional goals, she said, but they are a minority.

Don’t build your business round Twitter. They may pull the plug on you.

From Dave Winer.

today Twitter pulled the switch on two high volume Twitter clients, UberTwitter, the leading Blackberry Twitter client, and Twidroyd, which was the leading client on Android until Twitter shipped their own. Both are part of the newly formed conglomeration of Twitter client software in a $17.5 million tech/media company called UberMedia founded by Bill Gross.

I used to boast how Twitter was creating a coral reef which would support a thriving and diverse ecosystem. That was then, but now they’re running a stalag or gulag (a Russian variety of stalag). We don't know what Bill Gross and/or his team of developers did to piss off Twitter, which is itself a problem (the not knowing).

From ridiculous to essential: the history of Twitter

My Observer piece about Twitter.

“When a true genius appears in the world”, wrote Jonathan Swift, “you may know him by this sign, that the dunces are all in a confederacy against him”. Thus it was in July 2006 when Twitter appeared. It was a “microblogging” service that allowed one to broadcast one’s thoughts to the world, on one condition: that they should be expressible in not more than 140 characters.

I thought it was a work of genius the first moment I laid eyes on it.

But most normal people, and not a few of my friends, thought otherwise…

Copyright madness and Rooney’s goal

Last night I was so entranced by Wayne Rooney’s astonishing goal against Manchester City that I embedded a YouTube video clip of it (from a Dutch TV broadcast, judging by the commentary) in a blog post. Clearly, the goal had become a meme, spreading across the Web like that famous clip of Susan Boyle, the singer from nowhere who entranced TV viewers.

You can guess what’s happened to the Rooney clip, can’t you? (Check the post if you’re in any doubt.)