Technology should not make customers feel stupid · Proposed air date:
Dr. Dave describes a very bright eighty-six-year-old retired professional receiving an instruction to change an outgoing-email port with no reason to understand the vocabulary. He argues that companies should plainly admit when a task is not for a novice and offer trusted help, because intimidating customers into pretending they understand only makes them feel stupid and creates larger problems.
This excerpt joins 2 preserved source passages: part 1, 6:25.794 to 9:44.990; part 2, 7:23.202 to 9:48.670.
Proposed recording date: 2013-03-02. The exact broadcast date may differ.
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