News Cut

News Cut: August 10, 2009 Archive

Five at 8 - 8/10/09

Posted at 7:27 AM on August 10, 2009 by Bob Collins (6 Comments)

Thank goodness that pesky weekend is out of the way so we can get up close with the Monday Morning Rouser:

1) The story of the Continental Express jet that kept its passengers on board for nine hours in Rochester is leading to questions about how it could happen. The flight to Minneapolis was diverted to Rochester because of thunderstorms. The screeners had gone home for the night, there was no bus available, and the pilots had flown their maximum number of hours. Every stupid rule was conspiring against the passengers. So 47 people had to sit for 9 hours in a small jet.

"It's not like you're on a (Boeing) 747 and you can walk around," Link Christin, a professor at William Mitchell College of Law, told the Star Tribune. "This was a sardine can, with a single row of seats on one side of the plane and two rows of seats on the other. And they've got about 50 people inside, including babies, for the whole night. It was a nightmare."

Overflowing toilets only added to the ambiance as the passengers sat and sat.

Not to blame the victims here, but why would you? Why not just stand up en masse and say "we're not going to take this?" Then open the door, pull the emergency chute and breath the sweet aroma of freedom? Or call the local cops and report you're being held hostage, or -- if that doesn't work -- tell them there's a bomb on board. That would've gotten someone's attention.

Why are we so docile when inside an aluminum tube?

This particular airline is well schooled in this sort of nightmare. Just look at who's on top in tarmac delays.

2) Why do people who talk on cellphones talk as if they've got to get their voice through the taut string between the tin cans? The Guardian attempts to profile Lord Peter Mandelson, but we colonists prefer the lesson he provided to a chatty woman on a train:

"Was I being that loud?" the woman began babbling. "This is a democratic train, and I vote for the other lot!" the first man shouted. "I'm very sorry," the second man insisted, "but she was being extremely loud." "Was I being loud?" she yelped. Passengers stared, the aides sank into their seats sniggering like schoolboys, and Mandelson froze, his face a picture of icy bafflement. "This has absolutely nothing to do with me," his expression seemed to say, "but really, isn't she awful?"

Eventually, he made the woman cry, which seems only appropriate. But other passengers rallied to her defense. Freedom, you know.

3) Nice. On Sunday, graduates of Blue Earth County's Drug Court, a diversion program which offers an alternative to the normal court route to jail (I wrote about the concept earlier this year) played softball against the police, some of whom are the ones who arrested them.

4) The rituals of the day are changing. We wake, we acknowledge our family, and then we retreat to our corners of the abode for an hour or so of tweeting, facebooking or, umm, Warcrafting.

The New York Times has noticed:

This is morning in America in the Internet age. After six to eight hours of network deprivation -- also known as sleep -- people are increasingly waking up and lunging for cellphones and laptops, sometimes even before swinging their legs to the floor and tending to more biologically urgent activities.

The column notes the case of a 14 year old in New Jersey who was given a laptop for her birthday. "In the weeks after, Moriah missed the school bus three times and went from walking the family Labradoodle for 20 minutes each morning to only briefly letting the dog outside." 14-year-olds were never a problem until you came along, Internet!

5) Lots of corporate jets arrived at Flying Cloud Airport around 7:30 last night. They all came from Akron. Rich golfers are arriving for the PGA Championship at Hazeltine.

I'm getting my coverage this week from The Craig Show:

It appears that all of the local newsies are ready for a big week of promotion coverage, including lots of golf tips during newscasts. Not that I need those, of course.

TODAY'S QUESTION

Money Magazine recently rated Chanhassen, Chaska, Lino Lakes and Owatonna as among the best 100 small towns (population 8,500 to 50,000) to live in the country. Rankings were based on strong local economies, good schools, affordable homes and low crime. But how do you measure the soul of a community? What ties you to the place where you live?

WHAT WE'RE DOING

Midmorning (9-11 a.m.) - First hour: Saving for care in our old age usually falls by the wayside in favor of the things we want to pay for now. A relatively little known provision in some health care bills allows people to voluntary contribute to a national fund that would pay at least $50 a day for at home nursing care for people who are disabled. Second hour: It was billed as three days of peace, love, and music, but it turned out to be much bigger than anyone expected. Forty years after the great gathering on Max Yasgur's farm, a nation reflects on the music and the meaning of Woodstock.

Richie Havens is a guest.


Midday (11 a.m. - 1 p.m.) - The military may ask for more soldiers for Afghanistan. Is this the new Vietnam or the next Iraq? Christine Fair of the Rand Corporation, is a guest from Afghanistan. Second hour: Harvard social psychologist Daniel Gilbert, speaking at the Aspen Ideas Festival about his book, "Stumbling on Happiness."


Talk of the Nation (1-3 p.m.) - First hour: Preserving quality of life, handling living wills, resuscitation orders. How to make decisions about the end-of-life decisions. Second hour: Former astronaut and Commander of U.S. Strategic Command General Kevin Chilton joins guest host Lynn Neary, to talk about the next frontier in defense: the Internet.

All Things Considered (3-6:30 p.m.) - A protest is being held today at Rosemary Williams' house in Minneapolis. She's been fighting eviction for months. About 100 people are planning to get themselves arrested today.

MPR's Stephanie Hemphill reports on a county-by-county survey for new species of plants and critters, from bats to plants. Look for that online by mid-afternoon.

MPR's Lorna Benson is monitoring a legislative hearing on preparations for a pandemic and the H1N1 influenza virus. There's no chance people are going to take warnings seriously anymore, is there?

NPR looks at interracial dating and seminars encouraging African American women to consider interracial dating. It's causing a huge stir in the black community, NPR says. Witness this post on the blog, Progressive Black Man.

And former MPRer Martin Kaste looks at the latest controversy in Seattle: The bag tax. Saving the environment or just silly?

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The Unemployed: John Armstrong

Posted at 1:01 PM on August 10, 2009 by Bob Collins (7 Comments)
Filed under: Economy, The Unemployed series

john_armstrong.jpg

14.5 million people in America are officially unemployed. Thousands -- perhaps millions -- more have given up and are not counted. They're not numbers; they're individuals with a story to tell.

John Armstrong, 39, of St. Paul knew there was "an air of streamlining" in the company for whom he managed a restaurant for eight years. But when he was let go in February, it still came as a shock. It was a lower-end restaurant and he thought he could survive the economic downturn that's claimed the more upscale eateries.

He describes himself as "sickeningly optimistic," but even the most optimistic job-seekers in America can occasionally suffer the debilitating reality that the first question we're asked when we meet people is "what do you do?"

Armstrong looks for work. "I identify myself by the job I want," he told me over coffee this morning. "There's still a little bit of shame over being unemployed, but lots of people have been through it." At times over the last five months, he acknowledged, he's felt that maybe he hasn't been able to get a job because "I'm not good enough to be employed."

That's when he looks at the numbers again. Everyone knows someone who's unemployed. They're losing their jobs and it's not their fault.

Armstrong made about $44,000 a year -- about $850 a week -- at the restaurant in Woodbury. On unemployment, he gets about $470. In one interview, he said he indicated a desire for a salary of at least $35,000, but the manager told him others were willing to do the same job for $30,000. His benefits were due to run out next week, but the stimulus package extended them at least into next year.

John's wife knows what he's going through. She has been laid off twice, but now has a job with the state that allows their health care coverage to continue. His son, 17, had just been accepted to Hamline University when dad lost his job. "We all as a family decided we'll make it work, that this is the right place to make it work." Scholarships and loans have helped.

Armstrong estimates he's had over a dozen interviews without success so far. Sometimes he's called back for a second interview. He says he tries not to get "too up" over a prospective job. It's not easy. "I sat down with a woman and interviewed with her for two-and-a-half hours. I realized I'd love to work for her. I've wanted to work for her company. She even sent me out the door with food."

The next day she called to say her boss had hired someone else without telling her.

At least she called, he said. More often, people don't call to say he didn't get the job, and he doesn't call them anymore to find out why not. "They're pretty paranoid about what they say," he said, a nod to the litigious society, perhaps.

The Internet makes unemployment easy, he notes. "I can sit at my desk and search for jobs." Craigslist has been the most productive, he said. Once a week he also goes online and tells the state he didn't work last week, and he did look for work. The dehumanization of the unemployment line is a thing of the past, at least in Minnesota.

He keeps in touch with another manager who lost his job at the same restaurant recently, passing along jobs that might not be a good fit for himself. "Isn't he a competitor for the jobs you want?" I asked. Armstrong says if his colleague gets a job, it might open the door for him to get one, too.

There are bright spots to unemployment. "We're managing to have a lot more fun. When I was working as a restaurant manager, I had to work weekends and holidays. Now we're finding more things to do to have fun that don't cost much," he said.

You'll note in the picture above, Armstrong has a shirt and tie. "I hope you didn't dress up for me?" I said.

He didn't. He has a job interview this afternoon.

(Unemployed? Let me tell your story. Contact me.)

Check out the map below to read what people in MPR's Public Insight Network are telling us about the job climate around them.

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Exit the butterfly

Posted at 4:12 PM on August 10, 2009 by Bob Collins (1 Comments)
Filed under: Science

First bees. Now butterflies.

A Minot State University professor says butterflies are declining.

"Everybody I've talked to says the numbers are down dramatically," Ron Royer told the Associated Press, an observation confirmed in the News Cut Perennial Garden.

About six butterfly species found in North Dakota have been considered candidates for the endangered species list.

The Dakota Skipper, for one, may be on its way out. The Powesheik Skipperling probably is already gone for good, despite a few sightings.

Poweshiek_Skipperling_giant.jpg

It was too cold this year, Royer says. Nature's cycles are out of whack and the dirty little secret of nature is that everything has to go just right for species to survive. The cold weather delayed plants that butterflies depend on. Bugs on land and water showed up too late this year, so there's a shortage of toads, frogs and salamanders, too.

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The return of customer service

Posted at 5:11 PM on August 10, 2009 by Bob Collins (1 Comments)
Filed under: Economy

Any business school worth its money has taught its students that attention to customer service can get your company through some lean times. In recent years in the U.S., it seems, this simple point has been lost on most students.

Now, in the face of a crippling recession, some corporations are starting to "get it." Some aren't.

Act 1: A writer on the blog AdMelee hasn't been in a Ford automobile in years, he writes. But he's been hearing more testimonials on Twitter lately about Ford, so when he lease is nearing an end, he test drives one.

Now Ford, like many companies, is on Twitter and the writer sent a "tweet" to the Ford account.

"I'm test driving an Edge for the second time this week. Have Alan Mulally (Ford CEO) call to tell me I'm not crazy."

You can probably guess what happened next:

If you know me you know that was me just joking around like "ha ha I know you and Alan are hanging at a BBQ this weekend so why don't you guys ring me up when you have a few in you?". Something funny happened. Scott send me a direct message on Twitter asking for my phone number that following Saturday morning. "Hmm" I said. "That can't be. He's not going to have Alan call me". I honestly figured Scott was going to call to give me some insight into the Edge. When my phone rang with a Michigan number during my daughter's birthday party I let it go to voicemail. I would call Scott back after. When I finally checked the voicemail it was not from Scott Monty, but rather Alan Mulally. He was singing the praises of the Edge and what I thought was looking like a cute PR stunt ended up being a sincere message with the request to call him back. Let's pause for a second and process this...

Read the whole story here. (h/t: @tbrunelle via Twitter)

Act 2: A couple of weeks ago, my wife had to fly back to New England to visit her ailing father. She flew Northwest Airlines (actually, Pinnacle, but you know it's all one happy family, right?).

She got stuck in a smaller jet next to a large man who spilled over into her seat, and had to jam one of his legs under the seat in front of hers. She got to fly for three hours in half a seat.

When she got back to Minnesota, she wrote a letter to Northwest (dubbed "Northworst" by many over the years). Last week she made reservations for another trip (for the same reason, unfortunately) back East and referenced her letter to a more-than-helpful Northwest reservations agent. A voucher for half a round trip showed up in the mail and when she checked in on Sunday, she didn't get charged to check her baggage.

"What's up with that?" I asked the customer service agent.

"She has 'elite status,'" she said, whatever that is.

She also ended up with an aisle seat in an emergency exit row.

But her biggest prize was the opportunity to spend the five minute walk to the security checkpoint, reminding her husband that he rolled his eyes when she said she was going to complain, and suggesting she "pick her battles" better.

Act 3: A swift reaction doesn't always save your bacon, however. As I indicated in this morning's Five at 8 (you read that, right? I'm not wasting my time with that?), Continental Express left passengers sitting in an aluminum tube in Rochester for 9 hours, in defiance of all common sense.

Unlike Northwest, Continental initially took little responsibility for the actions of its little-brother airline, referring all questions to the little-brother airline, though it offered a too-little,too-late refund.

Much of the revitalized attention to customer service parallels the rise in social media, according to Aaron Strout, writing on Multichannel Merchant.

For starters, so many products and services have become commoditized, other than price - which is not an insignificant factor. Customer service is one of the last things left that differentiates one company from another. Do it poorly, and your customers will leave.

On the flip side, when done well, customer service can actually increase loyalty. And if you've ever read Fred Reichheld's manifesto titled "Leading with Loyalty" you know that companies that enjoy the "loyalty effect" grow at better than twice the average for their industry.

With Twitter and Facebook providing immediate details of great -- and poor -- customer service, the importance to corporations has never been higher. You haven't booked a flight today on Continental Express, I assume.

Have you found great examples of customer service that have made you a loyal customer of a company in these tough times? Tell me about it.

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