Quote:
Originally Posted by Steve Jordan
However, I think putting all of the onus onto the publishers to "do the right thing," without assuming any onus on consumers, is the wrong way to go about improving the system. Consumers have a responsibility, too... they are an equal part of the equation, and in their way, are just as culpable for the state e-publishing is in. In order for the industry to change for the better, both sides have to go the extra mile, show some courtesy, and extend the benefit of the doubt. A one-sided effort simply isn't going to work.
|
Steve, this is not directed at you, personally or professionally, but an overview.
You know, there used to be the phrase "the customer is always right". Which meant that you as a business
catered to the customer, and did everything you could to make the customer happy. You did it because if you didn't, some other business would, and take your customer's business away from you. This came from competition.
The monopoly world's phrase has always been "you'll take what we give you, when we feel like giving it to you". It's the attitude of a provider, smug in the knowledge that you don't have another choice. Think of your typical governmental bureaucracy.
I.P. is a (theorectically wasting) monopoly. So what we've seen over the years, and particularly today, is the "you'll take what we give you, when we feel like giving it to you" attitude from the business that sell I.P. to consumers. Not "how can we give you what you want, as easily as possible for you. (We appreicate your business, and want more.)"
Twenty years ago, those providers could get away with it, because the customer
had no choice. Now they (illegally) do. And because they now
have a choice, they're making a finger gesture (choose you culture) at the "you'll take what we give you" attitude, and serving themselves.
The only
real fix is to acknowledge that it's no longer a monopoly, and take "the customer is always right" to heart and give them the best experience you possibly can. What is actually happening is the attitude of "How dare they, I'll shoot the <blanking> thieves. It's
my monopoly!!!", instead. And the problem gets worse....