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The year customer experience died

This was a rough year for customer experience.

We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with companies like Salesforce and Adobe at the forefront. But due to the economy or lack of employees (perhaps both?), 2022 was a year of poor customer service, which in turn has created poor experiences; there’s no separating the two.

No matter how great your product or service, you will ultimately be judged by how well you do when things go wrong, and your customer service team is your direct link to buyers. If you fail them in a time of need, you can lose them for good and quickly develop a bad reputation. News can spread rapidly through social media channels. That’s not the kind of talk you want about your brand.

We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.

And make no mistake: Your customer service is inexorably linked to the perceived experience of your customer. We’re constantly being asked for feedback about how the business did, yet this thirst for information doesn’t seem to ever connect back to improving the experience.

Consider the poor folks who bought tickets for Southwest Airlines flights this week. One video showed airline employees had sicced the police on their own passengers. Consider that the airline admittedly screwed up, but one representative of the same airline actually called the police on passengers for being at the gate. When it comes to abusing your customers and destroying your brand goodwill, that example takes the cake.

For too long we’ve been hearing about how data will drive better experiences, but is that data ever available to the people dealing with the customers? They don’t need data — they need help and training and guidance, and there clearly wasn’t enough of that in 2022. It seemed companies cut back on customer service to the detriment of their customers’ experience and ultimately to the reputation of the brand.

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Ron Miller

How China is building a parallel generative AI universe

The gigantic technological leap that machine learning models have shown in the last few months is getting everyone excited about the future of AI — but also nervous about its uncomfortable consequences. After text-to-image tools from Stability AI and OpenAI became the talk of the town, ChatGPT’s ability to hold intelligent conversations is the new obsession in sectors across the board.

In China, where the tech community has always watched progress in the West closely, entrepreneurs, researchers, and investors are looking for ways to make their dent in the generative AI space. Tech firms are devising tools built on open source models to attract consumer and enterprise customers. Individuals are cashing in on AI-generated content. Regulators have responded quickly to define how text, image, and video synthesis should be used. Meanwhile, U.S. tech sanctions are raising concerns about China’s ability to keep up with AI advancement.

As generative AI takes the world by storm towards the end of 2022, let’s take a look at how this explosive technology is shaking out in China.

Chinese flavors

Thanks to viral art creation platforms like Stable Diffusion and DALL-E 2, generative AI is suddenly on everyone’s lips. Halfway across the world, Chinese tech giants have also captivated the public with their equivalent products, adding a twist to suit the country’s tastes and political climate.

Baidu, which made its name in search engines and has in recent years been stepping up its game in autonomous driving, operates ERNIE-ViLG, a 10-billion parameter model trained on a data set of 145 million Chinese image-text pairs. How does it fair against its American counterpart? Below are the results from the prompt “kids eating shumai in New York Chinatown” given to Stable Diffusion, versus the same prompt in Chinese (纽约唐人街小孩吃烧卖) for ERNIE-ViLG.

Stable Diffusion

ERNIE-ViLG

As someone who grew up eating dim sum in China and Chinatowns, I’d say the results are a tie. Neither got the right shumai, which, in the dim sum context, is a type of succulent, shrimp and pork dumpling in a half-open yellow wrapping. While Stable Diffusion nails the atmosphere of a Chinatown dim sum eatery, its shumai is off (but I see where the machine is going). And while ERNIE-ViLG does generate a type of shumai, it’s a variety more commonly seen in eastern China rather than the Cantonese version.

The quick test reflects the difficulty in capturing cultural nuances when the data sets used are inherently biased — assuming Stable Diffusion would have more data on the Chinese diaspora and ERNIE-ViLG probably is trained on a greater variety of shumai images that are rarer outside China.

Another Chinese tool that has made noise is Tencent’s Different Dimension Me, which can turn photos of people into anime characters. The AI generator exhibits its own bias. Intended for Chinese users, it took off unexpectedly in other anime-loving regions like South America. But users soon realized the platform failed to identify black and plus-size individuals, groups that are noticeably missing in Japanese anime, leading to offensive AI-generated results.

Of course also clearly not having the model adjusted properly for darker-skinned folks, sigh

Anyway Different Dimension Me is the name, but sorry they already blocked / limit overseas users as couldn’t handle the traffic pic.twitter.com/cYi6rJwTaC

— Rui Ma 马睿 (@ruima) December 7, 2022

Aside from ERNIE-ViLG, another large-scale Chinese text-to-image model is Taiyi, a brainchild of IDEA, a research lab led by renowned computer scientist Harry Shum, who co-founded Microsoft’s largest research branch outside the U.S., Microsoft Research Asia. The open source AI model is trained on 20 million filtered Chinese image-text pairs and has one billion parameters.

Unlike Baidu and other profit-driven tech firms, IDEA is one of a handful of institutions backed by local governments in recent years to work on cutting-edge technologies. That means the center probably enjoys more research freedom without the pressure to drive commercial success. Based in the tech hub of Shenzhen and supported by one of China’s wealthiest cities, it’s an up-and-coming outfit worth watching.

Rules of AI

China’s generative AI tools aren’t just characterized by the domestic data they learn from; they are also shaped by local laws. As MIT Technology Review pointed out, Baidu’s text-to-image model filters out politically sensitive keywords. That’s expected, given censorship has long been a universal practice on the Chinese internet.

What’s more significant to the future of the fledgling field is the new set of regulatory measures targeting what the government dubs “deep synthesis tech”, which denotes “technology that uses deep learning, virtual reality, and other synthesis algorithms to generate text, images, audio, video, and virtual scenes.”As with other types of internet services in China, from games to social media, users are asked to verify their names before using generative AI apps. The fact that prompts can be traced to one’s real identity inevitably has a restrictive impact on user behavior.

But on the bright side, these rules could lead to more responsible use of generative AI, which is already being abused elsewhere to churn out NSFW and sexist content. The Chinese regulation, for example, explicitly bans people from generating and spreading AI-created fake news. How that will be implemented, though, lies with the service providers.

“It’s interesting that China is at the forefront of trying to regulate [generative AI] as a country,” said Yoav Shoham, founder of AI21 Labs, an Israel-based OpenAI rival, in an interview. “There are various companies that are putting limits to AI… Every country I know of has efforts to regulate AI or to somehow make sure that the legal system, or the social system, is keeping up with the technology, specifically about regulating the automatic generation of content.”

But there’s no consensus as to how the fast-changing field should be governed, yet. “I think it’s an area we’re all learning together,” Shoham admitted. “It has to be a collaborative effort. It has to involve technologists who actually understand the technology and what it does and what it doesn’t do, the public sector, social scientists, and people who are impacted by the technology as well as the government, including the sort of commercial and legal aspect of the regulation.”

Monetizing AI

As artists fret over being replaced by powerful AI, many in China are leveraging machine learning algorithms to make money in a plethora of ways. They aren’t from the most tech-savvy crowd. Rather, they are opportunists or stay-home mums looking for an extra source of income. They realize that by improving their prompts, they can trick AI into making creative emojis or stunning wallpapers, which they can post on social media to drive ad revenues or directly charge for downloads. The really skilled ones are also selling their prompts to others who want to join the money-making game — or even train them for a fee.

Others in China are using AI in their formal jobs like the rest of the world. Light fiction writers, for instance, can cheaply churn out illustrations for their works, a genre that is shorter than novels and often features illustrations. An intriguing use case that can potentially disrupt realms of manufacturing is using AI to design T-shirts, press-on nails, and prints for other consumer goods. By generating large batches of prototypes quickly, manufacturers save on design costs and shorten their production cycle.

It’s too early to know how differently generative AI is developing in China and the West. But entrepreneurs have made decisions based on their early observation. A few founders told me that businesses and professionals are generally happy to pay for AI because they see a direct return on investment, so startups are eager to carve out industry use cases. One clever application came from Sequoia China-backed Surreal (later renamed to Movio) and Hillhouse-backed ZMO.ai, which discovered during the pandemic that e-commerce sellers were struggling to find foreign models as China kept its borders shut. The solution? The two companies worked on algorithms that generated fashion models of all shapes, colors, and races.

But some entrepreneurs don’t believe their AI-powered SaaS will see the type of skyrocketing valuation and meteoric growth their Western counterparts, like Jasper and Stability AI, are enjoying. Over the years, numerous Chinese startups have told me they have the same concern: China’s enterprise customers are generally less willing to pay for SaaS than those in developed economies, which is why many of them start expanding overseas.

Competition in China’s SaaS space is also dog-eat-dog. “In the U.S., you can do fairly well by building product-led software, which doesn’t rely on human services to acquire or retain users. But in China, even if you have a great product, your rival could steal your source code overnight and hire dozens of customer support staff, which don’t cost that much, to outrace you,” said a founder of a Chinese generative AI startup, requesting anonymity.

Shi Yi, founder and CEO of sales intelligence startup FlashCloud, agreed that Chinese companies often prioritize short-term returns over long-term innovation. “In regard to talent development, Chinese tech firms tend to be more focused on getting skilled at applications and generating quick money,” he said. One Shanghai-based investor, who declined to be named, said he was “a bit disappointed that major breakthroughs in generative AI this year are all happening outside China.”

Roadblocks ahead

Even when Chinese tech firms want to invest in training large neural networks, they might lack the best tools. In September, the U.S. government slapped China with export controls on high-end AI chips. While many Chinese AI startups are focused on the application front and don’t need high-performance semiconductors that handle seas of data, for those doing basic research, using less powerful chips means computing will take longer and cost more, said an enterprise software investor at a top Chinese VC firm, requesting anonymity. The good news is, he argued, such sanctions are pushing China to invest in advanced technologies over the long run.

As a company that bills itself as a leader in China’s AI field, Baidu believes the impact of U.S. chip sanction on its AI business is “limited” both in the short and longer term, said the firm’s executive vice president and head of AI Cloud Group, Dou Shen, on its Q3 earnings call. That’s because “a large portion” of Baidu’s AI cloud business “does not rely too much on the highly advanced chips.” And in cases where it does need high-end chips, it has “already stocked enough in hand, actually, to support our business in the near term.”

What about the future? “When we look at it at a mid- to a longer-term, we actually have our own developed AI chip, so named Kunlun,” the executive said confidently. “By using our Kunlun chips [Inaudible] in large language models, the efficiency to perform text and image recognition tasks on our AI platform has been improved by 40% and the total cost has been reduced by 20% to 30%.”

Time will tell if Kunlun and other indigenous AI chips will give China an edge in the generative AI race.

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Rita Liao

Fidelity slashes the value of its Twitter stake by over half

Fidelity, which was among the group of outside investors that helped Elon Musk finance his $44 billion takeover of Twitter, has slashed the value of its stake in Twitter by 56%. The recalculation comes as Twitter navigates a number of challenges, most the result of chaotic management decisions — including an exodus of advertisers from the network.

Fidelity’s Blue Chip Growth Fund stake in Twitter was valued at around $8.63 million as of November, according to a monthly disclosure and Fidelity Contrafund notice first reported today by Axios. That’s down from $19.66 million as of the end of October.

Macroeconomic trends are likely to blame in part. Stripe took a 28% internal valuation cut in July, while Instacart this week reportedly suffered a 75% cut to its valuation.

But Twitter’s wishy-washy policies post-Musk clearly haven’t helped matters.

The network’s become less stable at a technical level as of late, on Wednesday suffering outages after Musk made “significant” backend server architecture changes. Twitter recently laid off employees in its public policy and engineering department, dissolving the group responsible for weighing in on content moderation and human rights-related issues such as suicide prevention. And the company’s raised the ire of regulators after banning — and then quickly reinstating — accounts belonging to prominent journalists.

Then again — as Axios business editor Dan Primack pointed out, appropriately in a tweet — Fidelity seems to rely heavily on public market performance where it concerns valuations. It’s quite possible that the firm doesn’t have any inside info on Twitter’s financial performance.

Cutbacks at Twitter abound as the company approaches $1 billion in interest payments due on $13 billion in debt, all while revenue dips. A November report from Media Matters for America estimated that half of Twitter’s top 100 advertisers, which spent almost $750 million on Twitter ads this year combined, appear to no longer be advertising on the website. Twitter’s heavily pushing its Twitter Blue plan, aiming to make it a larger profit driver. But third-party tracking data suggest it’s been slow to take off.

Some Twitter employees are bringing their own toilet paper to work after the company cut back on janitorial services, the New York Times recently reported, and Twitter has stopped paying rent for several of its offices including its San Francisco headquarters.

Musk has attempted to save around $500 million in costs unrelated to labor, according to the aforementioned Times report, over the past few weeks shutting down a data center and launching a fire sale after putting office items up for auction in a bid to recoup costs.

Separately, Musk’s team has reached out to investors for potential fresh investment for Twitter at the same price as the original $44 billion acquisition, according to The Wall Street Journal.

A poll put up by Musk asking if he should step down as head of the company closed December 19 with users voting resoundingly in favor of him leaving. Musk responded several days afterward, saying he’d resign as CEO “as soon as [he found] someone foolish enough to take the job” and after that “just run the software and servers teams.”

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Kyle Wiggers

Tesla broke labor laws by telling workers not to discuss pay, NLRB claims

Tesla broke labor laws by telling workers not to discuss pay, NLRB claims

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The NLRB alleges Tesla told employees at its Orlando, Florida location not to talk about pay with other employees or to complain to managers about working conditions.

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This is a stock image of the Tesla logo spelled out in red with a white shape forming around it and a tilted and zoomed red Tesla T logo behind it.

Illustration by Alex Castro / The Verge

Tesla’s accused of violating national labor laws by allegedly telling employees at its Orlando, Florida location not to talk about pay and working conditions, as first reported by Bloomberg. In a complaint filed in September, the National Labor Relations Board’s (NLRB) regional director in Tampa claims Telsa “told employees not to complain to higher level managers about their pay or other conditions of employment” and said “not to discuss their pay with other persons.”

The complaint goes on to accuse Tesla of instructing employees not to discuss the hiring, suspension, or termination of employees with others. These incidents occurred from December 2021 to January 2022, the complaint alleges, and violates laws that prevent companies from “interfering with, restraining and coercing employees in the exercise of rights guaranteed” by the NLRB Act. In a statement to Bloomberg, NLRB spokesperson Kayla Blado says a judge will hear the arguments laid out by the complaint during a February hearing.

The NLRB has waged numerous complaints against Tesla in the past. In August, the NLRB ruled that Tesla’s dress code policy is unlawful for banning clothing with union logos. The agency also forced CEO Elon Musk to delete an anti-union tweet in 2021 (which still remains online while Tesla appeals the decision) and ruled that its firing of union activist Richard Ortiz was illegal at the same time. Additionally, two California-based Tesla employees filed complaints with the NLRB earlier this month over claims the company illegally fired them for criticizing Musk.

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Emma Roth

Grubhub must pay DC $3.5 million over claims it charged customers hidden fees

Grubhub has been ordered to pay $3.5 million to settle a lawsuit from the District of Columbia that claims the company misled customers by tacking on hidden fees to their orders. According to a press release, Grubhub must pay $800,000 to DC as a civil penalty, while the remaining $2.7 million “will be paid back to affected customers.”

In March, DC Attorney General Karl Racine filed a lawsuit against Grubhub, accusing it of falsely promising “free” online orders to customers, as well as “unlimited free delivery” for those who subscribe to Grubhub Plus. The lawsuit alleges this practice is “deceptive” since Grubhub still takes a service fee for non-pickup orders made by Grubhub Plus customers, and charges both delivery and service fees for standard orders as well.

It also cites several other questionable business practices, such as the way Grubhub bundled service fees in a single line with sales taxes on the checkout page, something the company only stopped doing recently. Grubhub was previously accused of listing restaurants on the platform without their permission to expand the service, and launched a series of microsites resembling restaurants’ real sites in order to route orders through Grubhub. At the time of the suit’s filing, Grubhub refuted the claims and said “many of the practices at issue have been discontinued.”

“Settling this lawsuit is in the best interest of our business and the matter is now resolved,” Grubhub spokesperson Liza Dee says in a statement to The Verge. “Grubhub is committed to supporting all restaurants and diners, and is taking a number of steps to ensure price transparency.”

As part of the settlement, Grubhub’s required to “place a refundable credit” in the accounts of affected customers, which applies to anyone who has “paid a small order or service fee on an order placed via the Grubhub Platform” at a restaurant located in DC anytime between January 1st, 2016 to December 31st, 2022. Affected customers will get split into three groups depending on how often they used the platform, with those in the first group getting at least $4.50, the next getting at least $7, and the people in the final group getting at least $10. If the account owner doesn’t redeem the credit within 90 days of receipt, Grubhub’s required to send them a check with the amount they’re owed.

“Grubhub’s hidden fees and misleading marketing tactics were designed to get the company an extra buck”

In addition to the payment, the platform’s required to make a number of changes, such as prominently displaying any additional fees to customers at checkout, listing each fee on separate lines, and shutting down or transferring ownership of the microsites it made for restaurants located in DC. Grubhub must also stop telling Grubhub Plus members that they can receive “free delivery,” and now has to disclose when the prices for certain menu items are higher than what they’re advertised at restaurants themselves. In an updated post on its website, Grubhub says it has agreed to “provide additional clarity for our diners and thousands of restaurant partners.”

“Grubhub used every trick in the book to manipulate customers into paying far more than they owed, and even worse, they did so at the height of a global pandemic when District residents were already struggling to make ends meet,” Racine says in a statement. “Grubhub’s hidden fees and misleading marketing tactics were designed to get the company an extra buck at the expense of DC residents but we’re not letting them get away with it.”

Update, 2:06PM ET: Updated to add a statement from a Grubhub spokesperson.

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Emma Roth

Farewell to 3G

It’s well and truly curtains for 3G, one of the key technologies that helped usher in the age of the smartphone. Throughout December, Verizon has been disconnecting its customers who were still using the tech, cutting off their phones’ ability to use data, make calls, and send texts. It was the last major US carrier to do so — AT&T turned off its 3G service in February, and T-Mobile started winding its old networks down the month after.

Verizon customers with 3G devices have had plenty of warning. It previously said the network would be going offline in 2019, but with one delay after another, the date has slowly been pushed back to December 31st, 2022. In the meantime, it’s sent people new, LTE-capable phones, as well as letters explaining exactly what’s going to happen. Verizon has told customers with 3G devices that their lines will be suspended starting the day before their December billing cycle begins, according to Fierce Wireless.

Even after that, until the day before their February billing cycle, they’ll still be able to use the phones for two things: calling 911 and Verizon customer service.

While 3G will still exist in other countries for quite a few more years, Verizon’s deadline is pretty much the end of the line for it here in the US. The tech hasn’t gone gentle into that good night; carriers delayed their shutdowns several times, there were tiffs between Dish and T-Mobile, and you can’t just turn a network that had been around for years off without things starting to break.

(Some notable examples: some connected cars and trucks have been pushed offline, as have parking meters and older Kindles. AT&T’s shutdown was even blamed for delays in reporting voting results in Michigan this year.)

Part of the reason carriers are decommissioning their networks is to help build their new ones. As we saw earlier this month, T-Mobile’s latest and greatest 5G tech makes use of spectrum that was once part of its 3G network.

I certainly won’t miss 3G. But I’m glad it existed.

It’s easy to brush off the end of 3G. After all, that’s just what happens to technology, right? The old stuff gives way to the new stuff as it becomes increasingly less useful — if you’ve recently had the misfortune of your phone dropping all the way down to 3G because of a lack of coverage, you’ll know that the network definitely wasn’t providing anything close to the experience we’ve come to expect.

But despite its outdatedness, I think we should bid it a fond farewell and remember it for what it once was, not what it’s become. The first 3G phones started appearing in the early 2000s, but in the US, the network really came into its own with the rise of the smartphone.

As people started getting phones like the iPhone 3G or HTC Dream (aka the T-Mobile G1), the benefits of having a fast (for the time) internet connection became obvious. Web browsing on the go was no longer a niche activity for people with specific business phones but something an increasing number of people were doing every day, while access to images and music on the go changed the way we interact with media.

And for the few years before phones touting LTE (or other doomed alternatives like WiMAX) started hitting the market, 3G was the best way to do that.

That’s not to argue that we should still keep it around — I’d be way too late even if I thought that was the best move. I’m just asking you to spare a thought for the tech that helped build the mobile-first world we live in; even if this ends up being the last time you ever think about it.

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Mitchell Clark

Nvidia RTX 4070 Ti leak reveals specs from ‘unlaunched’ RTX 4080

A new leak could confirm rumors that Nvidia’s planning on releasing the “unlaunched” 12GB RTX 4080 graphics card as the RTX 4070 Ti. The company briefly posted the specs for its upcoming RTX 4070 Ti GPU on its website, but Twitter user @momomo_us managed to snag a screenshot before Nvidia pulled down.

So far, the leaked specs look identical to that of the 12GB RTX 4080, with the chip sporting 7,680 CUDA cores, a 2.61 GHz boost clock, and 12GB of memory. It also says the GPU could run 4K at up to 240Hz or 8K at 60Hz with DSC and HDR, while an included chart indicates that the RTX 4070 Ti could outperform the RTX 3080 by about 3.5 times when playing Cyberpunk 2077 with its new Ray-Tracing: Overdrive mode.

In October, Nvidia faced criticism over its decision to launch the 12GB RTX 4080 GPU under the RTX 4080 moniker because of how much it differs from its much more powerful 16GB counterpart. Unlike the 12GB model, the $1,199 16GB RTX 4080 features 9,728 CUDA Cores, a 2.51GHz boost clock, 780 Tensor-TFLOPs, 113 RT-TFLOPs, and 49 Shader-TFLOPs of power. This backlash led Nvidia to cancel its launch altogether and plan a way to repackage the chip.

Pricing for the RTX 4070 Ti hasn’t yet been confirmed, but some rumors indicate that it will be cheaper than the $899 12GB RTX 4080. According to Wccftech, Nvidia may go with a lower $799 price point because the US recently pushed back the reimplementation of a Trump-era tariff on Chinese-made GPUs and other computer parts, which was expected to go into effect at the start of 2023. Now the 25 percent tariff isn’t set to go into effect for another nine months.

Nvidia’s expected to launch the RTX 4070 Ti at CES in January, so we won’t have to wait too much longer to confirm these specs and rumored pricing.

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Emma Roth

Bring back personal blogging

In the beginning, there were blogs, and they were the original social web. We built community. We found our people. We wrote personally. We wrote frequently. We self-policed, and we linked to each other so that newbies could discover new and good blogs. 

I want to go back there. 

The Web 1.0 landscape looked a lot different than the Web 2.0 experience we are used to these days, and personal weblogs or “blogs” were a big part of the evolution of Web 2.0. 

In those days, it was really simple. You could sign up for a free site on GeoCities, Yahoo, Blogger, Diaryland, or any of a number of free hosting sites that allowed you to set up your blog, get going with a WYSIWYG editor, and send your thoughts out into the world. 

For those who were a little more adventurous, you could purchase an actual domain name, pay for website hosting, and go for it that way. 

Whichever model a person chose, they were typing their long and short-form thoughts into a screen and sending them out into the world to be consumed by the masses — whomever those masses were. 

Social media wasn’t a thing that existed back then, so all our pontificating on various topics took place on our personal weblogs, and the discussions happened in the comments section of said blogs. It was a golden time. 

People were way more connected to each other

People were way more connected to each other. There wasn’t a whole lot of anonymity because anyone could look up your WHOIS information and see who a blog actually belonged to. Trolls were simply banned from your comment section, never to be heard from again. 

When Twitter came along, it started as a “microblogging” platform where people would go to put out short, frequent missives as opposed to the longer, personal pieces we put on our blogs. It, too, evolved, as these things do, and now it is the hellscape we at once loathe but can’t leave alone. 

Watching the demise of Twitter under the helm of Elon Musk has made me nostalgic for the personal blogging days. The decline of Twitter with the current erosion of legacy media has left me thinking we need to bring personal blogging back with a vengeance. 

Control your own platform

The biggest reason personal blogs need to make a comeback is a simple one: we should all be in control of our own platforms. 

If what is happening on Twitter hasn’t demonstrated it, our relationship with these social media platforms is tenuous at best. The thing we are using to build our popularity today could very well be destroyed and disappear from the internet tomorrow, and then what? 

What happens to all the content you have created? Where will the archive of all your funny memes and jokes be? What is going to happen to all those selfies you felt cute in but didn’t delete later? 

The answer is we don’t know because we don’t control Twitter (or Facebook or Instagram or Snapchat or TikTok). If one of these companies decided to shut down their service permanently, there would be nothing we could do about it. 

Owning your content and controlling your platform is essential, and having a personal blog is a great way to do that. 

Personal storytelling is a lost art that needs to return

The best blogs gave us a glimpse into the life of someone we “knew” online. Good storytelling, coupled with a lively discussion afterward, kept us coming back for more day after day. 

Twitter threads just don’t do the trick — and neither will Elon’s alleged plan for allowing 4,000-character tweets (I swear, if I see anyone tweeting out 4,000 characters, that is an immediate block). 

Personal stories on personal blogs are historical documents when you think about it. They are primary sources in the annals of history, and when people look back to see what happened during this time in our lives, do you want The New York Times or Washington Post telling your story, or do you want the story told in your own words? 

Let’s get back to the community-building aspect of the internet

People built entire communities around their favorite blogs, and it was a good thing. You could find your people, build your tribe, and discuss the things your collective found important. 

We are now in an age where people come on the internet to be the worst possible versions of themselves, and it’s an ugly sight to behold. Take the power back by building blogs and putting comment moderation in place (it’s relatively easy on both WordPress and Blogger).

Trolls only thrive in an environment where they are allowed to run around unchecked, and that is what most of social media is. There are plenty of tools that allow you to keep those people out of your comments while still allowing those who appreciate your words, thoughts, and content to fellowship with each other in a community of your own design. 

Take the power back by building blogs

It’s what the social web was originally about, and we desperately need to get back to that. 

At the end of the day, we don’t know what is going to happen next with Twitter or any of these platforms. We don’t know what changes Web 3.0 is going to bring to the internet. We do know that we will all still be here, wanting to share our thoughts, talk about anything and everything, and commune with our people. Personal blogging is the simplest and fastest way to do all of that. 

Buy that domain name. Carve your space out on the web. Tell your stories, build your community, and talk to your people. It doesn’t have to be big. It doesn’t have to be fancy. You don’t have to reinvent the wheel. It doesn’t need to duplicate any space that already exists on the web — in fact, it shouldn’t. This is your creation. It’s your expression. It should reflect you. 

Bring back personal blogging in 2023. We, as a web community, will be all that much better for it. 

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Monique Judge

With Benedict’s Death, an Unprecedented Moment for the Modern Church

Benedict stunned the Roman Catholic world by becoming the first pope in nearly 600 years to resign. Now his death leaves a living pope presiding over the funeral of his predecessor.

A picture of Pope Emeritus Benedict XVI at a Vatican City shop on Saturday.
Credit…Antonio Masiello/Getty Images

ROME — On the afternoon of Christmas Eve, as Pope Francis rested in the quarters of his humble residence before an evening Mass, gendarmes closed off to visitors the winding walking paths that cross the Vatican gardens in case Pope Emeritus Benedict XVI, frail as he was, walked out of his monastery to pray.

In the near decade since Benedict stunned the Roman Catholic Church and the world by becoming the first pontiff in nearly 600 years to retire, an awkward and captivating arrangement pervaded the church. Two popes, past and present, traditionalist and reformist, both cloaked in white robes and invested with moral authority, coexisted on the same minuscule grounds.

That oddness, unprecedented in the modern era of the church, persisted after the death of Benedict on Saturday morning, as the church again found itself in rare territory, with a living pope set to preside over the funeral of his predecessor.

The funeral of Benedict XVI will be held on the morning of Jan. 5 and will be “presided over by Pope Francis, evidently,” said Matteo Bruni, the Vatican spokesman, who delivered what he called the “sad news” of the death in a short statement on Saturday morning that made sure to refer to Benedict without fail as “pope emeritus” — in both Italian and English — to avoid any confusion. He declined to answer questions. “I don’t think now is the time for questions to leave us time for some sadness in our heart.”

The timing was also inopportune because no one was quite sure what exactly would happen and what the first funeral for a pope emeritus would look like.

“The question is complicated,” said Agostino Paravicini Bagliani, a historian of the papacy.

Those complications were immediately inescapable. Mr. Bruni said the funeral would be “simple,” and “solemn but sober,” in keeping with Benedict’s wishes. But Benedict, having retained his title of pontiff, if an emeritus one, was no simple cardinal, and it was not clear if he would receive the full procedural pomp and circumstance for a pontiff who died in office, among other things.

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Credit…L’Osservatore Romano

Two official delegations will be present, those of Germany and Italy. But would other nations send representatives? Benedict’s Fisherman’s Ring — the seal used for papal documents — was already destroyed, so it wouldn’t need to be. But would his study and bedroom be closed off?

When a pope dies, cardinals come from around the world to gather to mourn, but also to vote in the conclave that elects his successor. “Clearly that’s not an issue in this case,” Mr. Paravicini Bagliani said, adding that the cardinals who did come would do so solely “as mourners.”

The Vatican said Benedict’s body will be displayed to the faithful for a final “farewell” in St. Peter’s Basilica on Monday morning. Until then, his remains would stay at Mater Ecclesiae Monastery, where he lived during his nearly 10-year post-papacy.

Benedict had expressed a desire to be buried in the Vatican grottoes, underneath the basilica, in the niche where St. John XXIII and St. John Paul II were buried before the transfer of their remains to chapels in the basilica. The Vatican on Saturday confirmed he will be buried in the grottoes, but hasn’t yet announced exactly where.

All of the decisions, according to The Seismograph, a website deeply sourced in the Vatican, belonged to Francis alone.

“At this moment, my thought naturally goes to dear Pope Emeritus Benedict XVI who left us this morning,” Francis said during a church service in St. Peter’s on Saturday. “We are moved as we recall him as such a noble person, so kind. And we feel such gratitude in our hearts: gratitude to God for having given him to the Church and to the world; gratitude to him for all the good he accomplished, and above all, for his witness of faith and prayer, especially in these last years of his recollected life.”

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Credit…Antonio Masiello/Getty Images

Francis’ forbearers in the medieval era took a less than gracious approach toward their resigned predecessors.

When Celestine V resigned in 1294 to live like a monk, his successor, Pope Boniface VIII, in part fearing a rival claim, threw him in jail and deprived him a pope’s funeral when he died in 1296. When Gregory XII stepped down from the throne in 1415, the last pope to resign before Benedict, he reverted to being a cardinal and he received the funeral rites reserved for a cardinal when he died two years later. In 1802, Pius VII presided over the funeral of his predecessor, Pius VI, whose body returned to the Vatican after he died in 1799 in exile.

The uncertainty surrounding the rituals honoring Benedict in death stemmed from the decision that generated the confusion in the last years of his life. After Benedict resigned, he promised to be “hidden from the world,” an oath he mostly kept. But to the dismay of many, he took the title of Pope Emeritus, keeping his white robes and a following of ideological conservatives who tried to make him into an alternative power center.

“Celestine V took down his robe before an audience to send a message,” Marco Politi, a veteran Vatican analyst, said. He added that Benedict had himself intended to become “Brother Benedict” and live as a monk, but his partisans convinced him to take the title of emeritus, which is more common in the Eastern Churches. “Benedict still wore similar clothes even in public pictures and this created misunderstanding and confusion.”

He also sometimes undercut Francis. In a 2019 essay, he — or the aides writing in his name — asserted that sex abuse was a symptom of the sexual revolution of the 1960s, secularization and an erosion of morality that he pinned on liberal theology. That undercut Francis’s view that it resulted from an unhealthy abuse of power by clerics who held themselves above their flock.

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Credit…Andrew Medichini/Associated Press

And as Francis appeared to be mulling whether to lift the restriction on married priests in remote areas, as had been proposed by his bishops, Benedict firmly defended the church’s teachings on priestly celibacy in a 2020 book. Francis ended up rejecting the proposal, a decision welcomed by conservatives.

That strange duality, which inspired the film “The Two Popes” and captured the public imagination, has become the new abnormal in the Vatican for nearly a decade. As Francis has faced his own health setbacks, some wondered whether the emeritus pope would survive the acting one. If Francis suddenly retired, would there be three popes in the Vatican?

For his part, Francis, who as pope also serves as the bishop of Rome, has repeatedly left the option of retirement on the table. But he has suggested he would avoid confusion by taking the title of emeritus bishop of Rome “rather than pope emeritus” and spend his last days hearing confessions and visiting the sick.

The confusion of the multipope years still cast a shadow over some of the faithful who made their way to St. Peter’s Square on Saturday.

“I still have not really understood how this will work,” said Chiara Darida, 73, a retired schoolteacher as she faced the basilica. She wasn’t sure if all the city’s bells would peal, and if heads of state and armies of pilgrims would rush into Rome.

“It’s a new situation, it never happened before,” she said, adding “there is some confusion.”

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Credit…Andrew Medichini/Associated Press

Sister Priscila Danieli Da Silva, a student of choir direction in sacred music who waited to get into St. Peter’s Basilica, found it thrilling.

“A pope who celebrates the funeral of another pope!” she said, adding that the event marked an example of how in a changing world, the church was also changing. “It’s a total novelty.”

By presiding over the funeral, Francis is not only honoring Benedict but taking for himself a key speaking platform. A papal funeral is usually celebrated by the dean of the College of Cardinals. Benedict, then Cardinal Joseph Ratzinger, held that role in 2005 and used it at the funeral of John Paul II to deliver a powerful and defining speech in defense of church traditions that swayed many cardinals to elect him as pope.

Ultimately, Benedict’s legacy was his stunning resignation, in a seemingly offhand remark made while speaking Latin at a regular meeting with cardinals. It broke with his beloved church tradition, palpable in the lace of his clothes and the Latin of his liturgy, and set a modern precedent.

It also set the stage for nine surreal years of papal coexistence that some are already missing.

“We had two of them and it was an extra richness,” said Maria Teresa Walis, 31, a lawyer who came to St. Peter’s Square to mourn Benedict. “It is the end of an era.”

Emma Bubola contributed reporting from Rome, and Gaia Pianigiani from Siena.

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Jason Horowitz and Elisabetta Povoledo

Georgia Downs Ohio State in Semifinal on Last-Minute Touchdown

Georgia scored in the final minute of the game, and Ohio State missed a field goal in the first minute of 2023.

Georgia receiver Adonai Mitchell cradling the ball in his arms while making a catch near the ground in the end zone with an Ohio State defender draped on him.
Georgia receiver Adonai Mitchell caught a 10-yard touchdown in the final minute that won the Bulldogs the game.Credit…Todd Kirkland/Getty Images

ATLANTA — The Georgia Bulldogs appeared very nearly finished, just as they had looked for much of Saturday night.

Adonai Mitchell had caught a touchdown in the final minute of the Peach Bowl, one of the College Football Playoff’s semifinal showdowns, and Georgia had a lead of one measly point over Ohio State. But here were the Buckeyes, the No. 4 seed that had slid into the playoff after a debacle of a loss to Michigan, at the line of scrimmage and preparing for a field goal to win.

The perpetual clock showed midnight Eastern time and the start of 2023. The clock that mattered more here, though, showed eight seconds, and the uprights stood 50 yards away, the kind of cruel distance that promised to leave one team a championship contender and the other an also-ran.

The snap came. Noah Ruggles swung his right leg, and then the ball swung wide to the left. The triumph of the comeback ordeal — and it was very much an ordeal for the 79,330 people inside Mercedes-Benz Stadium in Atlanta — would belong to Georgia, and Georgia alone. The Bulldogs won, 42-41, to advance to the national championship game against No. 3 Texas Christian, which toppled second-ranked Michigan in the Fiesta Bowl.

“We didn’t play our best football game — a lot of that had to do with Ohio State,” said Georgia Coach Kirby Smart, who added, “If we want any chance at winning a national championship, we have to play a lot better football than we played tonight.”

Indeed, the Bulldogs, like the Horned Frogs of T.C.U., have much to consider between now and their meeting in California on Jan. 9. Perhaps most urgently, Georgia will need to figure out where and how its vaunted defense, which entered the Peach Bowl having allowed opponents about 292 yards a game, went wrong enough to surrender 467.

Ohio State, of course, brought a formidable offense to Atlanta, with C.J. Stroud, a two-time Heisman Trophy finalist, at quarterback and a wizard of a receiver, Marvin Harrison Jr., all too ready to make any given play fodder for a hype video next season at the Horseshoe. For much of the night, that offense threatened to expel top-seeded Georgia and end its quest to become the lone back-to-back champion in playoff history.

Georgia was hardly caught unaware. Its players and coaches had preached how fearsome Ohio State could be and how the Buckeyes’ loss to Michigan was far from an indictment.

The Bulldogs, who won last season’s title as the No. 3 seed, had watched the film. They had studied the habits and tells of Coach Ryan Day’s team. They had swagger and, effectively, a home-field advantage. And it still did not take long for the Buckeyes to conjure chaos.

It did not help that Georgia missed a 47-yard field goal on its opening drive. The ball returned to the Buckeyes, and Stroud used a 24-yard pass to Harrison to move Ohio State into Georgia territory. Later, Stroud took a snap and Harrison swept — no, surged — across the field and caught a touchdown.

The Bulldogs retaliated with a touchdown by way of a quick throw from quarterback Stetson Bennett to Kenny McIntosh, but quickly found themselves down 21-7 early in the second quarter, in part because of their own miscues. Bennett, himself a Heisman finalist, had thrown an interception that helped lead to an Ohio State score, and nerves were fraying in Atlanta and Athens, in Norcross and Waycross.

Georgia fans of this particular era, after all, are not accustomed to trailing by any margin, much less a double-digit one.

Still, Georgia trailed by 4 at halftime and eventually set up for its surge with less than nine minutes left in the game.

After a hapless Ohio State drive, Bennett found Arian Smith charging alone up the field. The throw arrived as Smith’s feet reached the playoff logo at the Ohio State 25. He ran, ran and ran a little more. He could have slowed down a touch since no Buckeye defender was close enough to try a lunge to stop him.

Ruggles responded to the touchdown with a 48-yard field goal for Ohio State. Two minutes, 43 seconds to go, and Georgia, the reigning champion, was down by 6 in Atlanta.

This was not a game where many fans were leaving. (Theatrics aside, if you had paid what some of them did to get in — a mortgage payment or more — you might have been hard-pressed to leave, too, no matter the score.) The stadium, where Georgia had crushed two opponents this season, stayed awash in red, scarlet and hoarseness. The Peach Bowl, they were reasonably certain, would prove a lot better than the Peach Drop, a local New Year’s Eve celebration.

The Bulldogs navigated deep into Ohio State territory. On second and 5, the ball rested on the 10 as the largest crowd in the stadium’s history thundered as if championship ambitions depended on a single minute, which they did.

Mitchell lined up close to Georgia’s sideline and took off as Bennett bounced backward. Mitchell zipped past a defender, cutting toward the middle of the field. Bennett passed. Mitchell, now in the end zone, cut back toward his sideline. Georgia’s band loomed nearby.

He caught the touchdown. Jack Podlesny kicked the extra point for the 42-41 lead.

Ohio State had 54 seconds for its final drive. The Buckeyes reached Georgia’s 32, helped greatly by a scramble from Stroud for 27 yards.

“We had done our job, and then we trusted the defense,” Bennett said. “Then at that point, it was up to, I guess, the kicker.”

It was, in fact, up to Ohio State’s kicker.

Ruggles trotted out. Midnight hit. He took aim.

He and Ohio State got only anguish.

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Alan Blinder