Saturday, February 7, 2026

Galloway On The ICE Response: When Politics Doesn't Work, Try Economics

Photo: Jason Leung, Unsplash

Action, Anxiety, and the Search for Leverage
At a time when many Americans feel deeply unsettled by reports of aggressive immigration enforcement and the conduct of ICE operations, marches and protests can feel morally necessary—and politically invisible. 

 Crowds gather. Statements are issued. Hashtags trend. And yet, the machinery of policy often keeps moving. Now a New York University business professor and entrepreneur is arguing for something different: an economic response. 

 Appearing on CNN with Michael Smerconish on Feb. 7, Scott Galloway offered a blunt thesis: Political leaders—especially this administration—may respond less to public protest than to market pressure. If that is true, he argues, then citizens who want to signal opposition to immigration enforcement practices should consider a form of targeted economic strike. 

The Companies That Anchor the Modern Economy
 His idea centers on subscription-driven companies, what he calls “ground zero,” including companies such as Amazon, Apple, Google, Microsoft, Netflix, and others whose valuations depend heavily on recurring revenue growth. 

He also points to what he calls a broader “blast zone” of consumer-facing companies tied to the logistics and infrastructure ecosystem around enforcement. 

 The logic is straightforward: Forty percent of the S&P 500, Galloway says, is concentrated among roughly 10 companies whose market value depends heavily on subscription growth. 

He has even created a new website, Resist and Unsubscribe, urging people to target the subscription services that provide revenue to some of the leading tech companies. Doing that, he says, will make a meaningful dent in their market value, which will get the president's attention.

"So if you cancel your Open AI subscription, which I did, that's $240. They're raising money at 40 times revenues, so you're effectively taking $10,000 out of their market capitalization," he said. 

"These are the firms he listens to. This is what the market listens to. This is the fastest, biggest ROI way to have a big impact and send the strongest signal with the least amount of consumer disruption."

Galloway argues that political leaders who track markets closely are more likely to notice market movement than protest turnout. It's a familiar argument, in effect asking us to treat consumption as a political instrument. 

"It feels good to be doing something. You know, instead of hectoring from the cheap seats and being indignant and looking at memes or the Obamas, I want to send a message. When they say, "Dad, what did you do in the war?" You know, I tried to have an impact on the companies and send a strong signal to the Trump administration. And I think this is a fairly easy, nondisruptive way to have a big impact on these companies and send a very strong signal to the Trump administration."

“Thirty to forty percent margin expansion — which is Latin for layoffs.”
But he has a larger point: Galloway says the record stock market highs are not necessarily evidence of broad economic health. Much of recent market growth, he argues, has come from margin expansion, often through layoffs, financial engineering such as stock buybacks, and productivity gains driven by artificial intelligence. “The Dow loves efficiencies, margin expansions, and layoffs, but it doesn’t love labor,” he says.

To him AI is “corporate Ozempic”: growth without adding labor. If that trajectory continues, the political power of markets may only increase relative to the political power of workers or voters. 

The ethical debate around Galloway’s proposal is real. Boycotts have a long history in American civic life—from Montgomery to farm labor movements to anti-apartheid campaigns. But broad economic strikes have rarely worked unless they were tightly targeted and sustained. Galloway wants to translate protest into something measurable by corporate and political leadership: lost recurring revenue. 

Who Do Institutions Actually Listen To?
 Critics will argue that corporate boycotts can produce collateral damage to workers who had no role in policy decisions. But Galloway’s argument raises a larger question about our system: What happens when citizens believe institutions respond more quickly to stock indexes than to public demonstrations? 

 The real power of his argument may not be the unsubscribe movement itself. It may be the question it forces us to confront. If markets are where power listens most closely, what does meaningful democratic participation look like in a market-driven era—and does it really matter?

- John Strauss, 2/7/26


Monday, February 2, 2026

Jury service reminder: 'You have the rule of law'

The Indianapolis / Marion County Criminal Justice Center, 7:30 a.m.
 
 

I came across some notes I took after serving on a jury in Indianapolis a couple of years ago.

The details of the case don't really matter: A "sovereign citizen" picked up doing nearly 90 mph, drunk, through the downtown I-70 north split had an encounter with a state trooper.

The real takeaway for me was how a group of people can get together, hash out the evidence and come to an agreement amicably. In a nation so divided in so many ways, it was a refreshing reminder of how we can get along when we try to work together.

Looking out at the city from the Jutice Center, awaiting for the wheels of justice to turn


This closeup look at the legal system also reminded me of a conversation I had recently on an app where people gather to practice speaking English. I'm a moderator in the group, which is something like a 24 hour talk show with people from around the world, including Iran, Iraq, Sudan, Egypt, Australia and so many other places, who gather to learn what they regard as the world's universal language.

I was in one of those conversations when a person from the Middle East told me how much he admires the United States. That's not uncommon: For all of our faults, we're still a beacon to people elsewhere. I asked this person what in particular he liked about the U.S.

"I like that in your country you have something that doesn't exist in many places," he said.

"In the United States you have the rule of law."

Yes sir, I thought. It doesn't always seem that way, but we are trying.

Sunday, February 1, 2026

Polite, Powerless, and Pointless: What My AT&T Helpdesk Experience Revealed About Modern Customer Service

During a recent telephone conversation with an AT&T representative to order internet service, I was persuaded to purchase a new iPhone as well. The sales person offered excellent deals on the transactions. But the company later said those offers weren’t valid--and refused to go back to the recording to confirm my account of the conversation. Their proposed resolution: Accept the higher prices and buy a new phone anyway.

I asked them to reconsider, but in the days of helpdesk chat conversations that followed, it felt as if follow-through and accountability were lacking—and at times I wasn’t sure whether I might actually be talking to artificial intelligence agents rather than people, since the responses seemed so programmed.

Looking for an outside opinion, I wondered what an actual AI might think of all this. So I uploaded a transcript of the conversations and got the response below. The analysis felt amazingly on target. 

There’s a bigger point here than one helpdesk case. I want to highlight the threat to human jobs presented—not just by artificial intelligence, but by the failure of companies to equip their human personnel with the authority and autonomy to perform better than the bots.


Here’s what my AI said when asked to analyze the chat transcripts:

“Below is a customer-service quality assessment of the AT&T helpdesk interactions you documented, followed by an analysis of what their internal policies appear to be, and finally an evaluation of whether these responses are at a level AI could match—or exceed.” 

1. Overall Assessment: How Good Were These Responses?
Short answer:
The responses were polite, procedurally compliant, and ineffective.
From a customer-service standpoint, this is low-to-mediocre quality service that creates churn risk.

What they did reasonably well
Tone: Nearly every agent was polite, apologetic, and affirming of your feelings.
Responsiveness: Agents replied promptly and kept the conversation alive.
Script adherence: They followed internal scripts for empathy (“I understand how frustrating this must be”) and reassurance.

These are table stakes, not excellence.

Where they failed badly
1. No ownership
- No single agent took end-to-end responsibility.
- Your issue was repeatedly “handed off” without resolution.
- Each agent reset the conversation instead of advancing it.

2. No authoritative answers
- Repeated claims that “another department handles that”
- Inability (or unwillingness) to:
    - Confirm pricing in writing
    - Escalate meaningfully
    - Resolve the restocking fee
    - Validate the original sales call

3. Process over customer
    You were repeatedly asked to:
    - Audit AT&T’s emails
    - Provide screenshots
    - Locate tracking numbers

This shifts workload from the company to the customer, which is a classic CX failure.


4. Contradictory information
    - $63 vs $65 vs $80 vs $90 pricing
    - Promotions “pending,” then “not eligible,” then “maybe eligible”
    
Agents contradicted one another without reconciling facts


5. False signaling of escalation
    - “I’ll correct this” was said multiple times.
    - No evidence of actual escalation authority or outcome.
    
Escalation functioned as delay, not resolution.

 
Helpfulness Rating (10-Point Scale)

Dimension                         Score     Why
Empathy & tone                 7/10             Polite but generic
Accuracy                                 3/10             Repeated contradictions
Ownership                         2/10             No case manager
Resolution                         1/10             Nothing actually fixed
Transparency                         3/10             Policies cited selectively
Effort required of customer 1/10             Excessive burden

Overall:                                    3/10

This is the kind of service that doesn’t cause immediate cancellation—but quietly erodes trust.
 

What Their Internal Policies Appear to Be
Based on behavior (not promises), AT&T’s de facto policies appear to be:

1. Sales > Accuracy
Front-line sales reps are incentivized to close, not to ensure precision.
Misquoting prices and promotions appears tolerated as long as it’s “corrected later.”

2. Call recordings are defensive, not corrective
Calls are recorded:
            - For legal protection
            - For aggregate training
            - Not for individual customer dispute resolution unless escalated through legal or executive channels.

This is a critical insight:

“Recorded for quality assurance” does not mean “accessible to fix your problem.”

3. Tiered ignorance is structural
     Chat agents:
            - Cannot access recordings
            - Cannot override pricing
            - Cannot waive fees

         Supervisors are effectively insulated from customers.
        This is intentional friction.

4. Credits are the universal escape hatch
        “Credits will appear in 2–3 billing cycles” is used to:
o Deflect accountability
o Buy time
o Reduce immediate churn

5. Restocking fees are enforced mechanically
     No discretion for:
o Mis-shipments
o Misrepresentation
o Wrong address

Policy enforcement overrides fairness.

 
4. Could AI Match or Beat These Helpdesk Responses?

Yes—easily.

And that’s the uncomfortable truth for traditional helpdesks.


Where AI would already outperform humans
1. Consistency
o AI would not contradict itself across agents or days.
o One canonical pricing answer.

2. Information retrieval
o AI could instantly:
        - Check eligibility rules
        Confirm pricing tiers
         - Explain why a quote was invalid

3. Process navigation
        AI could transparently say:
“This cannot be honored because X. Here is what can be done.”

4. Time efficiency
o No shift changes
o No resets
o No “let me check and get back to you”

Where AI would still need guardrails
Authority limits (just like humans)
Policy rigidity (AI enforces rules unless empowered otherwise)

But here’s the key insight:

Your frustration wasn’t caused by lack of empathy.
It was caused by lack of authority and coherence.

AI already excels at coherence.

 
5. What Roles Are Ripe for AI Replacement Here?
Most replaceable
Tier-1 chat support
Scripted empathy responses
Pricing explanation
Promotion eligibility checks
Status updates
These humans are already acting like constrained APIs.

Least replaceable (for now)
True escalation authority
Policy exceptions
Retention negotiation
Trust repair after misrepresentation
Ironically, those roles barely appeared in your experience.
 
6. Bottom Line
From a customer-service perspective:
AT&T’s agents were nice but powerless
The system is optimized for containment, not resolution
You behaved reasonably, documented clearly, and asked for modest remedies
The organization failed to meet you halfway

From a future-of-work perspective:

These helpdesk interactions are already operating at AI-comparable quality—
which is precisely why AI will replace them unless companies redesign service around ownership and authority.

0-0

That analysis by an AI of my three-day interaction with AT&T customer service is about more than one company. Similar flaws are probably found on helpdesks elsewhere. But as we confront an AI-powered future, operations like this—where people aren’t empowered to use their uniquely human advantages—are ripe for replacement by automated systems. 

As digital agents grow into more roles, companies will welcome the chance to save money. But customers still need the empathy, creativity and problem-solving capabilities that only humans can provide—if they’re allowed to. 

- JS, 2/1/26

Monday, January 19, 2026

The Craft of Interviewing

 

Unsplash - Albert Stoynov

    I was asked recently to speak with a college class of science communicators about tips for interviewing people. My background includes jobs in news, as a journalism professor and in strategic communications for a foundation.
      Here are some helpful resources for writers looking for interview tips and profile examples:

The Scientist magazine, profiles

The New York Times Profiles in Science page
 

Examples of interesting profiles:

The remarkable brain of a carpet cleaner who speaks 24 languages

(From the Indiana University student newspaper)
A Thousand Wishes Each dancer at Nightmoves has a different wish: money, confidence, family
https://www.idsnews.com/article/2022/12/bloomington-nightmoves-thousand-wishes-dancer
 
Longreads has terrific examples of profile writing in the year-by-year “best-of” lists: 

Good interview Tips

Accuracy, honesty…
Most importantly, in anything you write, be truthful and honest. The Society of Professional Journalists, also known as SPJ, has a code of ethics online. I urge you to give it a look.

Some of the key points:

Seek Truth and Report It
    Take responsibility for the accuracy of their work. Verify information before releasing it. Use original sources whenever possible. 
 Provide context. Take special care not to misrepresent or oversimplify
    Identify sources clearly. The public is entitled to as much information as possible to judge the reliability and motivations of sources.
    Provide access to source material when it is relevant and appropriate.
    Label advocacy and commentary. 

    Never deliberately distort facts or context, including visual information. Clearly label illustrations and re-enactments. 

    Always cite sources, never plagiarize.


Consider these helpful reminders from CubReporters.org:

1. What's the goal?
    Before you interview or write the story, think about your goal -- the type of story you want to write, the space you'll have to tell it in, where it'll be published, and who'll be reading it.
    Decide what your angle is: What is interesting or unusual about this person? 
    All of these things will affect the direction you take with your story (as well as how freely your subject talks with you)
    Get background information via reliable sources, including LinkedIn and their organization's web page. Fact-check these details with the person before including them in your article so you don't include outdated material.
    When possible or appropriate, talk to people who know them well, including friends and coworkers. Always be careful with correct spelling and titles. 
  
2. Setting up the interview
    Assemble Tools: notepad, tape/digital recorder, camera, pens.
    Test your recorder.
    Meet them at place they are comfortable but not too distracted, and a time when they aren’t too busy.
    Prepare questions to ask in advance. Group questions into categories.
 
3. At the interview
    Make the person comfortable. Begin with small talk, develop a rapport. Start with the easy questions and let a natural conversation develop. Ask if you can use a tape recorder to assure accuracy. It's best to use open-ended questions and look for opportunities to let the person tell stories about their experiences. 
    Good reporting skills equal good observation and listening skills. If you don’t understand something, ask the person to explain. Underline or circle all names, ideas, etc you’re unsure of so you can double check them.
    A good reporter also spends a lot of time looking at the subject as well as the subject’s surroundings. It is a good idea to interview a person in their office, classroom or home if possible because a reporter will always learn more about person by watching them in their environment.
    Take notes even if you’re recording. Batteries die, files get erased, things happen. Your notes will provide a backup and save you time. 
    Tip: Note the time when you begin recording. When the person says something especially memorable, note that time, which will help you locate that moment in the recording. 
    Also, remember that mobile phone apps such as Voice Memos will actually produce a pretty accurate transcript from the recording, which is a big help when writing. 

How to Write a Profile  
A profile story is a portrait of a person in words. Like the best painted portraits, the best profiles capture the character, spirit and style of their subjects. They delve beneath the surface to look at what motivates people, what excites them, what makes them interesting. Good profiles get into the heart of the person and find out what makes them tick.

Like all other stories, profiles must have an angle, a primary theme. That theme should be introduced in the lead, it should be explored and often it will be returned to at the end of the story. Something of a person’s character, spirit and style will then be revealed through that theme.
Whatever the theme, it takes a thorough understanding of a person’s life to create a revealing sketch of that life. Reporters should spend time with their subjects while they’re doing whatever makes them newsworthy. For example, if you’re writing about a ballerina, try to observe her performing on stage or at least practicing in her dance studio.

Finally, good profiles strike the appropriate tone.  Think about your profile - is it someone who is involved in a serious issue, like eating disorders? You probably want to be more serious in your tone. Is it someone playful - a comic book artist, perhaps? You can be more playful. But remember - your personal opinion is not appropriate. You are there to merely paint a picture of this person - to let the facts speak for themselves.


(Republished from January 2025)