February 17, 2003
Jetblue redefines "being on hold"
I was supposed to fly to San Francisco this morning, from New York. But due to the fourth-seal-of-the-apocalypse blizzard we're having -- which has led to an official declaration of a state emergency -- all flights were cancelled. So I'm calling Jetblue frantically to try and see if I can get on a flight tomorrow. Since the lines are jammed, I'm put on hold.
But as it turns out, Jetblue has the most excellent "hold" message on the planet. Here's a complete transcript:
You know, everyone seems to think being on hold is a bad thing. Let's re-examine this, shall we? Don't look at it as being on hold. Look at it as being held! Because we all like to be held -- don't we?
For example, when you're sitting in front of a fire with someone special, being held is very comforting. Or when you're upset about something, being held can make you feel a whole lot better. Or when walking in the park with our significant other, we like our hands to be held. Or even coming home from school and having your books held.
You see? It's not all that bad. So remember. Don't look on it as being on hold. Look on it as being held!
I am in awe. That's almost enough to get me to buy stock in the company.
Posted by Clive Thompson at February 17, 2003 04:37 PM
| TrackBack
Being held by a person is interactive process, you squeeze, they squeeze back. Ie when you hold someone's hand it isn't the same feeling as holding onto a inanimate phone. Talk about spin. Fooled for a second? Nah. Fooled for the 15 minutes or more that it can take to get through to an airline, really and truly - give me a break and hire some more real people to answer the phone. Why don't they just read an Anthony Robbins text to you down the phone.
Being on phone hold is more like being trapped. Held in a prison of your own making with two choices. Stay in prison and pray for a short sentence or kill your connection.
More fun is to play guess the pabx connection. Ie look up the corporate headquarters, take the switch number and add 1. See who you get. Ask them why the hold is so long...
Can't imagine why anyone would trust an aeroplane in a snow storm anyway. Have some sense of self preservation?
Heh. Well, I certainly didn't ask for the storm! I'm a white-knuckle flyer to begin with; I hardly need to take off into a blizzard. Yeee.
Good point about the reciprocity of actual, physical holding. Though I actually think Jetblue knows this -- the thing I found so charming about the hold message was that it seemed intentionally ironic. Which is to say, it indicated that the folks at Jetblue know that being on hold is crazily frustrating and disempowering, and were essentially making a wry joke out of it.
It reminds me of when I was on the other side of the fence, working the phone lines at the classified-ad sales department of the Toronto Star in 1988 and 1989. Some of our customers were so nasty and hostile that I wanted to develop a "limbo" button: Hit "limbo," and it would send the caller into a zone where, whenever they spoke, all they'd hear is their own voice, echoing away into the distance, as if we'd suddenly transported them to a cave underground. Then maybe we could slot a few more obnoxious customers in, too, and let 'em all yell each other in a pandemonic, cacophonous hell. I = evil.
I have to agree with Clive. In an age where the airlines run around with their hands out looking for bailouts it's refreshing to hear of one airline still looking to care about their customer experience. Is it any wonder that so many people love this company?
Yeah, there are plenty of other reasons to like Jetblue, actually. They have incredibly cheap fares (even with a mere 24-hour-before booking), nice new jets, and the actual live service is uniformly amazing -- I mean, so good that it almost seems a different species from the "service" you get on other airlines.
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Let's take a moment to reexamine that. What we've done here is create two variables. The first variable is in the Heap, and we're storing data in it. That's the obvious one. But the second variable is a pointer to the first one, and it exists on the Stack. This variable is the one that's really called favoriteNumber, and it's the one we're working with. It is important to remember that there are now two parts to our simple variable, one of which exists in each world. This kind of division is common is C, but omnipresent in Cocoa. When you start making objects, Cocoa makes them all in the Heap because the Stack isn't big enough to hold them. In Cocoa, you deal with objects through pointers everywhere and are actually forbidden from dealing with them directly.
This code should compile and run just fine, and you should see no changes in how the program works. So why did we do all of that?
When a variable is finished with it's work, it does not go into retirement, and it is never mentioned again. Variables simply cease to exist, and the thirty-two bits of data that they held is released, so that some other variable may later use them.
But variables get one benefit people do not
These secret identities serve a variety of purposes, and they help us to understand how variables work. In this lesson, we'll be writing a little less code than we've done in previous articles, but we'll be taking a detailed look at how variables live and work.
The most basic duality that exists with variables is how the programmer sees them in a totally different way than the computer does. When you're typing away in Project Builder, your variables are normal words smashed together, like software titles from the 80s. You deal with them on this level, moving them around and passing them back and forth.
When Batman went home at the end of a night spent fighting crime, he put on a suit and tie and became Bruce Wayne. When Clark Kent saw a news story getting too hot, a phone booth hid his change into Superman. When you're programming, all the variables you juggle around are doing similar tricks as they present one face to you and a totally different one to the machine.
We can see an example of this in our code we've written so far. In each function's block, we declare variables that hold our data. When each function ends, the variables within are disposed of, and the space they were using is given back to the computer to use. The variables live in the blocks of conditionals and loops we write, but they don't cascade into functions we call, because those aren't sub-blocks, but different sections of code entirely. Every variable we've written has a well-defined lifetime of one function.
Our next line looks familiar, except it starts with an asterisk. Again, we're using the star operator, and noting that this variable we're working with is a pointer. If we didn't, the computer would try to put the results of the right hand side of this statement (which evaluates to 6) into the pointer, overriding the value we need in the pointer, which is an address. This way, the computer knows to put the data not in the pointer, but into the place the pointer points to, which is in the Heap. So after this line, our int is living happily in the Heap, storing a value of 6, and our pointer tells us where that data is living.
When compared to the Stack, the Heap is a simple thing to understand. All the memory that's left over is "in the Heap" (excepting some special cases and some reserve). There is little structure, but in return for this freedom of movement you must create and destroy any boundaries you need. And it is always possible that the heap might simply not have enough space for you.
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