RIAA: You Can Now Listen To Your CDs On Your iPod

This story came through this evening. The RIAA, out of the goodness of their hearts, has decided to give us all permission to rightfully use the CD’s we’ve purchased and copy them on our iPods (or other digitial music players). Surpsingly enough, this was previously illegal, but then again what isn’t with the RIAA. How very niiiiiceeee of them to allow us to do this. It does make you wonder if they saw the futility of attempting to prosecute this action, and simply acted before a court made them act. I’d like to think this is a win in the battle over music distribution, but somehow I don’ think the intimidation tactics and lawsuits from the RIAA are going to cease any time soon.

Welcome to the 21st century RIAA – sort of…

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RIAA targets new family of 5

In the latest round in the music-sharing battle, the RIAA has targeted a family of 5 children (with two sets of twins), a single mom who also has five children, and a carpenter who’s 12 year old daughter was getting music on Kazaa.

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What, were the addresses not available for the family with a parent in Iraq, or the widowed old lady whose grandkids installed Kazaa one weekend?  Oh wait, the RIAA probably has those subpoenas in the docket for next week.  This is definitely reason # 4,216,981 to hate the RIAA, which for quite a few years has been engaged of the idiotic tactic of persecuting their customers.  I’ve always despised the RIAA for their resistance to join the rest of the technological world and get out of their 1984 model of pricing/selling music.  However, these latest events proves that the RIAA is nothing more than a bunch of fascists, whose tactics make even Tony Soprano go "I can’t believe this guys."

This is such gross abuse of the legal system, where the RIAA directs their legion of lawyers to swarm, intimidate, and ultimately break the families that are barely making ends meet.  For many of these families going RIAA’s settlement price – $3,000-5,000 (but in the case of the single mom with 5 kids, $7,5000), is basically a kid’s college fund, or worse, a another large debt that they probably won’t be able to pay.

I’m not denying the the fact that as the law stands today, music-sharing is illegal, but the way this is being enforced and the degree of the penalty is what I really have an issue with.  The RIAA is intentionally targeting parents and grandparents, whose kids were responsible for installing the file-sharing software (often Kazaa).  Most of the time, these parents don’t even know what Kazaa is, and far less how to use the app.  There is a generational gap between parents and their children when it comes to computer knowledge.  How are parents who barely know how to get on-line, do email and run MS Word, supposed to have visibility and administrate every application on that computer?.  I understand that parents are ultimately responsible for the behavior of their children, but as a society it’s important for us to remember they’re kids and need to be treated differently.  I would equate this situation to an incident that parents may have when their child shop-lifted at an early age.  If a kid steals a candy bar or a toy and is then caught,  most of the time (unless the store owners are jerks) the parents will partner with the store-owners to make this a teachable moment and ultimately give restitution.  The parent (or child) will need to pay for the item they took, and make amends, but we don’t slap hand-cuffs on the parents, fine them grossly and toss them in jail.

The same should ring true with music-downloading.  Most kids don’t have an understanding of the legal ramifications of Kazaa.  Yet with little evidence (that I submit wouldn’t hold up in an actual trial), the RIAA swarms the home and intimidate the family.  Instead of this being a teachable moment it’s a quickly and dirty way for the RIAA to squeeze more money.  What’s worse is that it’s a gross abuse of our court system, clogging it up with the frivolous lawsuits that probably won’t see the light of day in actual trial.  I would love to see someone powerful & resourceful take on the RIAA and force them to show their "evidence" cards.

What really needs to happen is for the legal system to acknowledge the frequency of music/movie sharing amongst the general population, and adjust the penalties as such.  When the anti-theft/piracy laws were written, it was back in the time when they wanted to kill big counterfeit rings.  The law needs to be re-written to deal with large-scale pirates and distributors, separating it from the 12 year old girl downloading a song off Kazaa.  File-sharing is almost as common as speeding on the highway, and the penalties should be treated as such.  Could you imagine if every person caught speeding was forced go to through a trial and pay upwards of $250,000?  The legal process of that magnitude would be astronomical!  You get caught: you pay a fine, maybe have to go to court (if it’s serious), but there are no long-term or civil ramifications.  If file-sharing was treated as such, there would be more incentive to devise a way to enforce the law (a file-sharing version of the Radar Gun), and the RIAA could no longer engage in this civil court intimidation strategies.

Ultimately I believe the RIAA hurts the music industry more than it does to help it, and that they’re a bitter old organization that is in denial about their loss of control.  If the RIAA used a percentage of the effort spend fighting music-sharing, to finding innovative ways to change their business models to adapt to the new technology, they would be far richer.  All of the success of on-line music stores like iTunes – the RIAA could have brought it here years sooner if they weren’t in such denial.  Yet they still haven’t fully embraced this gift-wrapped technology in the music industry.  Their inability to change with the times will ultimately be their undoing.

New Blog URL

Well I’ve proved that I am a total geek – as if there wasn’t any doubt in your mind…  I’ve one again changed my blog’s URL, for hopefully the last time.  Welcome to Romeyinfc.com!  The old URL should be automatically re-directing you here, but you may want to update your bookmarks.

For those who are curious, Romeyinfc comes from "Romey in Fort Collins".  "Romey" is a nickname that was given to me when I worked with the high school youth at my church.  I was helping lead a mission trip a few years back and they gave me that name and it stuck!

So welcome to the new blog site, and yes I guess I’m a nerd for getting my own domain name…

Crappy Support Experiences…

Today has been a crazy day when it comes to tech support, and dealing with outsourced support.  A great part of my work-day (and the last few weeks for that matter) has been spent with nailing down difficulties we’ve been having with our outsourced support from India.  We’ve experienced a high level of turnover from our workers in that region, which is resulting in a complete re-training process for the support workers.  Lately it seems like they’ve been "picking and choosing" the work that they want to do, often leaving our group high and dry with many angry end users.  Each week I meet with the person who is mentoring them to try to understand and address each issue, and each week I find myself with little that I can do to make any kind of impact.  I turn right around and bring the issues up with their management, but each time I do it I feel like we get criticized for being resistant to outsourcing, change and the global economy. 

My feelings are far from it.  Initially I was resentful of many of our tech jobs being shipped to lower-cost centers over seas.  However, in the changing global economy I have come to realize that this is necessary and that I must find a way to work within the system.  What I do struggle with is the fact that none of these transition are being done particularly well, and with the market in these low-cost centers (like India) so competitive, you’ll find a high turn-over with the actual employees in this area.  My frustrations come from a fact that no matter what I do things aren’t improving.  These frustrations are also resulting in my general unease when hearing the words "support" and "outsourced".

This leads me to this evening.  I finally had some time to get to work on the 24 bloggers project between Matt and I, and I found that I was experiencing some major problems with our web control panel.  When I went to my hosting server (which used to be based on the East Coast), I found out that my hosting company has shifted almost all of their operations to India.  It was hard for me to overcome my initial fears that my past experiences have brought me, and they did seem a bit justified when I submitted my first trouble ticket and received the following response:

cp is ok now, cp goes little bit slow during backups.
we have good feedback regarding cp performance
you can come on Live Chat for instant support at <our web site>

Ok.. Did you even look at my issue, or did something get lost in the communication?  I ended up logging into their Live Chat on their site, spent a while waiting for an agent to contact me, and when I described my issue again he said "Ok, I will check", then was gone for almost 45 minutes…  When I sent a follow up in the chat he replied "We’re working on your issue.  Please send a trouble ticket to track your request."

Isn’t that what I originally did?  I realize we all have been victims of bad support, and this may be an isolated case, but I seriously doubt it.  It seems like businesses are all too eager to off-shore these operations and watch the cost savings roll in, without spending much time training or transitioning.  The true phrase of "you pay for what you get" rings true here, and if we pay for these low-cost support centers without setting up efficient processes to smoothly transfer the support (as well as maintain the expected level of service), the other parts of the business will suffer (in many cases the customers).

We’ll see how hard it is to have this issue resolved.  I’m disappointed too, because in the three years I’ve used this hosting company I have never experienced a problem…  First time for everything I guess…

Also this blog may be on the move again, because as of Wednesday I am the proud owner of www.romeyinfc.com – this will be a much easier address to remember.  Keep posted for the change…