2020年7月17日 星期五

On Tech: The pandemic is straining Airbnb

For a start-up, not growing is basically the same as dying.

The pandemic is straining Airbnb

Shawna X

Airbnb promised to turn homeowners into entrepreneurs, a vacation spot into a home and a company into a family.

Then the pandemic froze travel, Airbnb’s sales dried up and it fired a quarter of its workers. Some employees felt betrayed by a company that said it was more than dollars and cents, my colleague Erin Griffith wrote on Friday.

Erin talked to me about Airbnb’s crisis, and how the coronavirus-related economic downturn is changing the fortunes and perception of start-ups that have known only good times.

Shira: Companies have laid off tens of millions of Americans, and most of them didn’t get the generous severance that Airbnb offered. Why write about it?

Erin: A job is never just a job in Silicon Valley. One way start-ups get employees to work long hours is by selling the idea that their identity is wrapped up in the company. Airbnb was a company of true believers — the “Airfam.” But the layoffs made some employees question their belief in the entire mission.

Many companies in the broader economy try to imitate the tech-style high-minded work culture, and we can see now that this can backfire. If a company says it’s a “family” and not a purely profit-minded business, employees hold them to it.

How does a travel company manage when far fewer people are traveling?

Airbnb cut back on anything it could — experiments with airline flights, luxury home rentals and a print magazine. It slashed marketing. Airbnb is emphasizing rural vacations that people can book within a day’s drive, long-term rentals and “virtual” events.

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But none of it can make up for billions of dollars in cancellations, nor the international and business travelers that Airbnb is losing. Rental bookings have bounced back a bit, but not growing for a start-up is basically the same as dying.

Is this the first time Airbnb has been tested?

It is certainly the first time Airbnb, Uber and a bunch of other start-ups that were founded during the last financial crisis will face an economic downturn.

That’s affecting how these companies see themselves, and how they’re perceived by employees and all of us. They’re going to have to figure out if the secret sauce that made them successful can get them through whatever we’ll deal with in the next couple of years.

How will we look back on the 2010s boom of tech start-ups like Airbnb and Uber?

It’s not going to be a clean win nor a dramatic dotcom-style crash where start-ups disappear. There are smart ideas behind many of these companies, seemingly endless money to fund them, and technology is infusing into every sector of the economy.

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But it’s arguable whether the start-up stars have delivered on the promise. There has been a lot of bad behavior, dumb ideas and shoddy companies. And there is more questioning now about whether all technological “disruption” is an automatic good. We have learned about consequences to cheap car rides or getting package deliveries at home the next day.

(Full disclosure: My sister works for a hotel workers’ union that has advocated for tighter regulation of Airbnb. We have not discussed how the company has dealt with its employees during the pandemic.)

Why Netflix is king

(Not) a news flash: People really love Netflix. As my colleague Ed Lee wrote, a surge of people have signed up to have Netflix as a welcome distraction while they are stuck at home during the pandemic, even as there are more home entertainment alternatives.

So why does Netflix remain the unquestioned leader? There’s no simple answer, but I wonder if one explanation is that Netflix has a different philosophical approach to appealing to you and me.

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Netflix likes to say that its biggest rival is our limited time. “We compete with sleep,” is how Netflix executives talk about it. This is one of those hogwash lines from corporate suits, but I think there’s a glimmer of truth in there.

Companies like Netflix that sell services rather than a physical product aren’t convincing us to buy one brand of car or floor lamp versus another. They need to make us believe that watching Netflix, attending a concert or eating at a restaurant is worth our time. (And yes, also our money.)

It’s a subtle but still profoundly different orientation to make a service so appealing that we need to fit it into our lives.

That means a company must always consider why you should spend 30 minutes with their service and not washing the dishes, calling your mother or reading a book.

Sure, some of you probably like the Netflix shows or movies and the buffet of stuff to watch. I’ve written before that Netflix makes things easy for us, which is an underappreciated feature in technology. Netflix also has a head start on other streaming options, and our habits can be hard to break. (I’ve been using the same brand of toothpaste since childhood.)

But let’s not overlook that time is a precious asset, and Netflix knows that.

Before we go …

  • The scary message behind the Twitter hack: The scam to take over Twitter accounts of prominent people was a reminder that social media is an important but fragile element of government communications with citizens. The hack, my Times colleague wrote, “served as a warning that some of the most critical infrastructure that could influence the election is not in the hands of government experts, and is far less protected than anyone assumed even a day ago.” (Related: Twitter still can’t explain what happened.)
  • SIGH, Facebook: Facebook has made it a priority to spread helpful information about elections and it banned misinformation about voting. But ProPublica found that nearly half of all top-performing posts that mentioned voting by mail were false or misleading. (Here are the facts about mail-in voting.)
  • TikTok therapy for customer service horrors: Restaurant servers, retail store clerks and other service workers are using TikTok, Facebook groups and other online spaces as support groups for dealing with the stresses of interacting with lots of people during the pandemic, MIT Technology Review reported. And there are also competing online spaces where people celebrate videos of customers who fight with store employees and defy directives to wear face masks.

Hugs to this

“I think any time you can see a butter princess sculpted out of butter is a good day.” The Minnesota State Fair each year features a sculptor carving busts of state dairy princesses from blocks of butter. This year, we can (AND SHOULD) watch it online.

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2020年7月16日 星期四

On Tech: How he fought ‘doomscrolling’

It's easy to get lost in all of the horrifying news online. This reporter knew it was too much.

How he fought ‘doomscrolling’

Scott Gelber

The world is upsetting these days. And it’s easy to angrily scroll through Facebook or panic-read the news until you’re a bundle of anxiety. I’ve done it.

My colleague Brian X. Chen offered advice in his latest personal technology column for breaking out of “doomscrolling.” He talked with me about his personal quest to change his digital habits by adding more structure to his day and making time for hugs. HUGS!

Shira: ‘Fess up. Do you doomscroll?

Brian: Yeah. It was getting dire. One day I stayed in bed reading the news, feeling angry and hopeless. In the afternoon, one of my dogs pulled the covers off me. (She’s a very intelligent Labrador retriever.) That’s when I thought that I had a problem, and one that others probably shared.

Did any expert recommendation surprise you?

Two health experts suggested that we schedule times for everything — even 15-minute walks. It was a revelation.

Before the pandemic, I used to create calendar events for lunch dates or dropping off packages. But now that time feels like an amorphous blob, I realized that I had ditched any structure. I think that one change affected me profoundly.

Many of us need to be online for our jobs. How do we know when it’s bad for us?

The distinction is what content you’re consuming. Most news now is distressing, and that’s going to feel bad after awhile. So set limits on how long you read news sites or use social media like Facebook and Twitter, where people tend to post lots of news. Set an actual timer; it can snap us out of what we’re doing. But feel free to binge Netflix or read an e-book.

Of all the problems the world is facing now, is it silly to worry about this?

Dr. Vivek Murthy, the former U.S. surgeon general I interviewed, said something on a podcast that stuck with me: We all have something that scares us. In this pandemic, we have to acknowledge that we’re scared of the uncertainty. Kids can’t go to school, millions of people have lost their jobs and our social or family lives might be interrupted.

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We’re each suffering in our own way, but we can all feel empathy for one another. So, yes, doomscrolling isn’t the most dire problem, but it’s another thing that takes a toll on our health, and we should take it seriously.

Have you taken your own advice?

I’m starting to. During a lunch break this week, I took my corgi, Max, for a walk, and skipped my habit of lunchtime Twitter. This morning, after scrolling through news for 20 minutes, I put my phone down and returned to bed to hug my wife.

Hugs to that, Brian!

Don’t you miss hugging people? Dr. Murthy said that after our conversation he was going to spend five minutes hugging and playing with his toddler before his next call. These tiny efforts could make a profound difference.

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The flaw with technology is people

Thank goodness it wasn’t much, much worse. (At least not yet.)

Hackers took over Twitter accounts from a bunch of companies and famous people, including Barack Obama, Kim Kardashian and the Amazon chief executive Jeff Bezos on Wednesday. They sent out tweets from the hacked accounts offering to double the money of anyone who sent them Bitcoins. The scheme collected a few hundred thousand dollars, last I checked.

My New York Times colleagues reported that scammers were able to trick some of Twitter’s employees — ones with virtual keys to accounts — to take complete command.

We should be scared by the implications, and ask yet again whether our sensitive information is too prone to compromise because of human failure.

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First, if the people behind a relatively crude financial scam were able to get inside Twitter to hijack high-profile accounts, you could imagine more sophisticated actors achieving much worse outcomes.

A hacker could commandeer a world leader’s account to threaten a nuclear attack. Criminals could access celebrities’ private messages and leak them or use them for blackmail. It’s possible, as Twitter seemed to suggest, that the scammers in this attack did other malicious activity.

This is a big failure by Twitter, and we deserve to know exactly what happened, and how the company will prevent account takeovers like this in the future.

This attack also shows for the zillionth time that the soft spot of any complex technology system is people. Every company and individual needs more protection from people doing dumb things.

You know how you’re not supposed to click on random links in your email, but sometimes you do it anyway? Yes, because we are human, and humans make mistakes.

Unfortunately, this attack was likely a more sophisticated form of this, with humans at Twitter being tricked into handing over access to famous people’s accounts. This trickery is behind a lot of the computer hacking by foreign governments and scammers.

Last year, two Twitter employees were accused of spying on critics of Saudi Arabia’s government by accessing private information from their accounts.

One question is whether too many humans at Twitter have too much access to accounts without sufficient fail-safe measures.

(Here’s how to add an extra layer of protection to your Twitter account. This wouldn’t have stopped Wednesday’s hack, but it’s a good step for everyone.)

Before we go …

  • This is much worse than a Bitcoin scam: Russian hackers associated with the government intelligence services are trying to steal coronavirus vaccine research from British, Canadian and American health care organizations, my colleague Julian E. Barnes reported. The National Security Agency said the collective known as Cozy Bear, one of the groups implicated in the 2016 hacking of the Democratic National Committee, was behind these vaccine cyberattacks as well.
  • The suits and ties behind a fun app: In less than a year, the TikTok app has gone from having virtually zero lobbyists in Washington to 35, my Times colleagues reported. With a slick presentation and political connections, their goal is to convince policymakers that an app whose parent company is based in China has more allegiance to the United States, and therefore isn’t a security risk to Americans.
  • My Instagram animal is a lemur, maybe? A bunch of Instagram accounts have been getting attention for offering followers an animal and image personalized for them, Insider reported. One of the most popular, @what_frog_you_are, has added more than 215,000 followers in a week. This is the latest example of social media accounts that turn people’s chosen pictures or phrases into customized visual memes.

Hugs to this

This is a beautiful virtual duet of “Take a Break,” a song from the musical “Hamilton.”

We want to hear from you. Tell us what you think of this newsletter and what else you’d like us to explore. You can reach us at ontech@nytimes.com.

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