G3 5.13.14 Show Notes Tina Gillmor, Rebecca Woodcock, Mary Hodder, Denise Howell, Halley Suitt Tucker CakeHealth, This Week In Law, Gillmor Gang, customer service, Twitter, hats, Mountain View, ATT, Fred Wilson, LeWeb, Get Satisfaction, Facebook, IIW, Oracle, USAir, Russian River Jazz/Blues Festival, Amazon, Kindle, hashtag, Uber, AirBnB, Robert Scoble, dana boyd, Berkely, yahoo, google, Harvard Berkman Center, whatsapp, instagram, snapchat, xbox, MIT Media Lab, Buzz Bruggerman, Silicon Valley show, TechCrunch parties, Monica Lewinsky, Kareem Abdul Jabaar, Donald Sterling, ESPN, Huffington Post, celebrities, Twitter trends, Vanity Fair, Edward Snowden, sunglasses, Silicon Valley noise CakeHealth, This Week In Law, Gillmor Gang, hats, Mountain View, ATT, Tina - new show, 3 women around tech, explore tech, introducing Rebecca Woodcock Rebecca - entrepreneur, CEO CakeHealth, health data and privacy issues Tina - next up, hosting and here’s the setup, and here’s Mary Hodder Mary - working toward personal data hackathon in July coordinating with Berlin, do consulting around personal data and privacy, this week went to Ag tech conference, interests are varied Tina - we’ll talk about that on the show today, and Denise Howell Denise - lawyer, Mom, and info vagabond, host This Week in Law, focus on legal aspects of net neutrality, privacy, etc. Tina - and Halley Suitt Tucker Halley - @Halley entrepreneur and author of book on women entrepreneurs Tina - everyone introduced, I’m Tina, have been producing Gillmor Gang for bunch of years, tech show with Silicon Valley notables, stepping way outside comfort zone, people have said why don’t you, not me, and now here we are, with guides - switch gears, have gotten feeling that only kind of customer service I get is when scream loudly on twitter that I’m not getting customer service - do you use it that way, ? - we all use social media hat stuff Mary - if have a complaint, and on Facebook, will write on the entities’ FB page, some success, in olden days when people would write a blog post, sm convention was that everyone would school company about how to handle, lately find they delete the post, message them and they don’t get it - Mountain View problem, couldn’t get anyone, music issue, rattling windows, post deleted in 10 minutes, kind of abandoned as don’t get very good reaction, waste of time Tina - recently old ATT line in backyard hanging low, on phone one after another, transferred all over, wasn’t happening, expressed frustration with ATT on twitter, within a minute they DMed and got it rolling - not first time, not nasty, but said hey, tried your other routes for customer service and frustrated, wonder if there might be some new tools/directions for companies using that channel Halley - freezing here - 46 in Boston - great idea if you think about a Twitter just for customer response, something needs to be built around that - Fred Wilson at LeWeb unbundling - maybe we could create such a thing - don’t use it now for that, upsets people, try hard not to pick fight or say something nasty - Mary - get satisfaction - unbundled service - can claim company and monitor, but I eventually quit Denise - twitter and Facebook rank and file people use, scaling issue is difficult, people have to know about it Rebecca - airline with lewd twitter accident photo story Tina - take the idea and run with it Mary - last week IIW Nitjin Bajan? at Oracle gave interesting customer service talk, sell systems that manage customer complaints, interesting diagram of how at top, then eventually things go down, how does Apple handle, genius bar, appointment, fix it - but let’s say dishwasher, didn’t fix, continue to deteriorate… lost Mary Denise - good time to ask Steve to get you a hat! delightful aspect is serendipity when don’t expect to get response and do Halley - have if you can’t say something nice, don’t say anything, try to mention when I do get good customer service - going to Charlotte, people on USAir were fabulous, really appreciated it Tina - now has a hat, Russian River Jazz/Blues Festival, went with old friend David Sanborn, listen to good jazz on floats and tubes, near Santa Rosa, maybe a bit further up? Rebecca - thoughts on Twitter announce with Amazon tweeting purchases, do people really want to tweet what they’re purchasing, etc. Denise - context of what’s agreed, what will be shared? Rebecca - tweet and do some sort of hashtag that would purchase an item on Amazon? Halley - reading along in Kindle, if highlight can actually go onto twitter, wasn’t aware and got reaction - wow, I’d love a new orange kayak, do I order it by accident Denise - Motley Fool says Twitter and Amazon based around #amazoncart users can link their twitter and amazon account, reply to tweet puts it into cart, doesn’t buy it, you can think about it - reply to tweet and put it in cart, seems sort of a non-substantive reply, maybe there are people for whom it would streamline things Tina - trying to figure out how to get Mary back Denise - would it be weird, disclosing more than you wanted to? Halley - if you want to open up the “is this the best that software people can do?” question, other things people need to be fixing, maybe in Boston have a different attitude - uber vs. call, get food vs. call, can we do something more brilliant? Rebecca - classic example for solution to non-problem Denise - for some solving a time problem, saving a few clicks Halley - not convinced, want people to use tech to do amazing things, printed circuit did, when hiring only 20yos that want to get laid or order a pizza Denise - important societal needs Tina - how many Viagra commercials do we need to see? Halley - and getting a taxi, can’t we do better? address the big issues, terrifying Pew trust report about demographics, used to be pyramid turned into rectangle, global warming reports really shocking, too - want my brilliant 18yo to work on real problems - don’t want to have a war about cabs Denise - Über is important business model innovation, taxi is regulated, Uber has upended with new biz model that makes us rethink, lower price and raise quality of service - would love your 18yo to come up with ways to fix things that are broken, going to build biz that fixes, see what happens - now banned in cities as regulations don’t allow - a bit different than using hashtag to put something in cart - uber something to watch, people should think about such industries Tina - business models, how to make them more modern, the sharing society, share economy? was talking with my Mother, biz has to move things around, need a truck again, would be great if could get a truck and share on days when not using it - airbnb, uber Denise - über not about sharing, just better quality and lower price, others like zip car about sharing, thinking about summertime, less than month before summer, what’s on airbnb for vacation - have gotten over initial growing pains, what do you mean, what if it’s a dump, showing social aspect can work to make direct connections, toss out a whole level of financial transaction, smaller percentage Mary - for 50 rental, charge you 5, the person providing a bit less, interesting issue where MV has 30 day policy, don’t rent less than 30 days, get city hotel tax issue, another side to it, if not house issue of why is neighbor having new troops of people, wear and tear, have to put up with god knows what, party and cleanup, had to deal with it, different than day to day living Denise - good point, similar to uber, makes you rethink the laws, don’t people have freedom to do what they want w/ homes, zoning, self-determination with property, nothing that government should do Mary - places have been are constant, next group, constant, can see argument, yes, should be able to do what we want, but there are rules, we live together, SF and MV considering changing regulations, a good thing, have to think about chaos, neighbors can’t sleep, problem Tina - have seen people talk about buying a property explicitly for airbnb, really is a hotel, how fair to neighbors, strangers in property all the time, new models have to sort through all this eventually Denise - interesting that marketed as home swap model, hasn’t gone that way, people do buy properties to rent, rather have a kitchen/ette, cuts down on cost of eating out, get a bit more room, have done it, there is a parallel, when was a kid, went to England and had a book to find a b&b, 5 pounds a night, and breakfast in the morning, was small scale, printing costs, had to be serious as in a book, now on or off for a night, more flexible and scalable, freaking people out Rebecca - home exchange takes the sharing model to another level, swap model, no money, basically agree to switch homes for vacation time, interesting take on it, removes some barriers - more an agreement, no money exchanging Mary - friend in Amsterdam, car alarm, muting self Tina - we live in urban environment or some do Denise - hashtag amazon cart thing, if someone tweets an amazon link, instead of clicking link, can reply with #hashtagamazoncart will dump into your shopping cart, no privacy issue as people will know they’re sending Mary - at this point most are aware that something on twitter is something public Tina - Robert says just be yourself and get it out there Denise - Mary - Robert’s a bit of a data exhibitionist, told him to his face Tina - get him on show and work it out - Hallie, reader, author, book to alert us to? Halley - clock noise - love dana boyd’s book called It’s Complicated understands how complicated it is to understand teenagers and social, etc. - brilliant, did you go to school with her at berkeley? Mary - yes, graduate, dana yahoo to google, got PhD, ended up at MS research at Cambridge, on leave for book and kid, now at Harvard’s Berkman Center - heard a great talk, she talked about how… told stories that illustrated how and why kids do something different than adults do - we’re at phone byself, they’re together Halley - all these things you’d assume she blows the lid on, not all so tech savvy, may be digital natives, don’t all know everything or how to do everything - great book, very much against the “internet predators are going to ruin this generation” meme Mary - I agree, over years more children, used to be 300/year stranger, now around 150/year, and yet people more terrified than ever of strangers and predators online - kids know about it, yeah, we see these people online, they’re freaks, we avoid them - biggest concert is that a lot of kids are so hovered over, contained that the only thing they have is technology, whatsapp, instagram, snapchat - what a way to learn how to socialize, how to function as an adult in later life - maybe own experience, bump into kids who can barely carry a conversation - not all, significant number not being made viable as adults Denise - french fries with aspberger’s - son too young to have social media account, a lot of parents let them on before reach 13yo barrier, his social is through xbox games, under careful watching have seen how it’s played out, believe have given tools to mediate, was getting trolled, knew what to do, unfriended, left the party, not feed the troll - positive social aspect like ham radio could talk halfway around world without phone charges, etc. - son has become buddies with someone exactly his age in Alaska, have spoken with mother, xbox pen pals, feed the chickens, learning about his life in Alaska - whoops, moose in the yard, gotta go back inside - son into it, studying Alaska, ok to mail some brochures, wonderful thing stumbled into without twitter or fb account, dana boyd gives good advice about it, read her stuff as she knows Tina - promise of tools, people who wouldn’t normally be able to connect, intimately connecting schools together, kids in SF with kids in Paris or anywhere, what they could learn from each other communicating on a regular basis, hope start to see that in school systems so kids can get the value of that, have had experiences with my daughter having meaningful connections, learning how to navigate business tools, ways we communicate these days Mary - MIT Media Lab phone app that you install, hook you up with another, don’t know who, but see other’s stuff for 3 weeks, anonymized - don’t know who, but 3 weeks and goes away, has possibility of similar thing, even deciding what they present, show a good photo - if it’s your phone more reflective of day to day life, but not know who they are, want to play with it and just see Denise - viewer comment - Buzz Bruggerman thinks it’s hysterical and sad that baby boomer generation is being completely left out, feels a bit like why do you rob banks, because that’s where they keep the money - still has purchasing power, but aren’t target of market - doesn’t think any of his older friends would use uber - does spread when other see it used - used to be boomers highly targeted, now not Mary - most of targets for new bubbly frothy apps are 25 are younger guys - on silicon valley, teenager whizkid 20k for 2 days and screws up, goes off on 25yos just funded, 25 over the hill - push back on Brug wait a minute all are over some hill, at particularly weird point where being pushed down to where only freshly birthed kids have value Halley - older workers articles, where I was working for progressively younger people - young people have more brain cells and no problem getting rid of status quo - try hard to be open to both having good ideas - internet of things - internet of nothing with climactic global warming without any electricity, most power lines above street, belief is that all social and sharing means we will have a chance to get together to solve problems together - son is half Chinese half white, thinks of Chines as people he knows, hope for future Tina - Rebecca has a new hat Rebecca - switching it up Denise - Silicon Valley - Portlandia for the Bay Area Mary - everything but the mural have had happen, but taking all weirdest things and lumping them together Tina - personalities on the show? Mary - musical people - 4 year Peter Thiel lookalike guy has foundation, 4 year anniversary party, spoof on how bad, sea of guys, women paid to be there, tech crunch party, guy on stage is rapper - party scene at different party, Eric Schmidt or somebody like that in cameo Tina - have heard someone say someone will be on Denise - in best judgement believe women were paid to be there Mary - know one who was paid - dressed up, know everyone who was there - all who were dressed differently, probably same thing Tina - Rebecca third costume change, looks great in every hat she owns Denise and Mary - need to get other hats out Rebecca - had next to desk Tina - Monica Lewinsky had a piece in Vanity Fair, haven’t heard from her much, how would scandal have gone down (pardon expression) with social media? what if it happened today? Mary - would have been orders of magnitude bigger on social media, ref Kareem Abdul Jabaar talking about Clippers guy, both discussed the great shaming of people, how everyone is ready to jump on board, Clipper guy is awful, Monica was really young and made some dumb choices, can anyone say they never did, she’s been punished, sexist, misogynist, becomes inhuman - reco finding Jabbar article, culture online has a really unseemly side Denise - sure it’s been hot about Donald Sterling on social media, but didn’t break there, espn and other media outlets are where it’s going to public Mary - espy and other big media outlets tracking, do next article based on what’s trending, huffington tuned headlines around key words trending in search, all do that now, so gets to unvirtuous cycle, kind of terrible, worst of seven deadly sins, design for at least one of them, here we’re talking about avarice, gluttony, bringing out the worst in people Halley - opinion - how yesterday fellatio is, bringing hashtag cunnilingus to the front - isn’t there going to be a new site (never have enough sex in marriage) some 25yo CEO should jump on it, not about Hillary in next election Denise - getting tailored trends on Twitter, used to be geographical - Sterling not there, net neutrality is, not Mary - my trending focused around articles clicked, then clicked on an article about a celebrity, one click changed the trending to that stuff after months and years of clicking on stuff I actually care about Tina - don’t care about celebrity stuff Mary - don’t want it as bulk of news Denise - Vanity Fair also got a great Edward Snowden scoop Mary - have ready almost everything in last few issues, didn’t use to, become a great magazine, could be a little less salacious Tina - hats - Halley on 3rd, Rebecca 4th, Mary nope bunny with pancake, leave the audience wanting more hats, last thoughts? hope to get together often - Rebecca, love the hats and want to see more pictures from Mexico Rebecca - one thing to add around social media and ML type cases, scary thing is that anyone has a platform to say anything, post something on a Facebook update, news media channel can pick it up and people start to bandwagon, frightening, being used whether right or not - technology and long distance relationships, was in Mexico and have a boyfriend there, relatives in London puppet shows, technology enables my relationship to stay in touch, encouraging side Halley - next week it’s sunglasses, love what Rebecca said about connection, know all you guys because of that, haven’t lived in CA for many years and still know you because of that Mary - noise and signal - how incredibly noisy SV and SF are, going from twice emailed to thrice, noise at 100 and signal is at 1, tough to break through, getting crazy, don’t know how it turns out, not healthy for people, relationships, terrible for work, bad things lost in the noise, some folks happy about that - astonished at level of noise Tina - agree and what does cut through it Denise - priority inbox was working, now at 96 Tina - thanks to all, appreciate it so much, great show, invite everyone, glad you’re joining us on this journey, get outside comfort zone, do good, hope you enjoyed it, we’re G3, bye - Tina Chase Gillmor

Hi Tina - Halley Suitt Tucker