Being a new article by Adam Greenfield up at v-2.org. Another excellent piece viewing everyday life through the prism of information architecture/interaction design - this time angled heavily on the RL-behaviour in customer service, with particular reference to declining standards in the US and 'over-service' in Japan. All I can say is, if he thinks that's bad, gawd help him if he ever comes to the UK ;)
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Losing (inter)face: Customer experience and its discontents
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