I just went through a hellish weekend at the hands of United Airlines, trying to change planes at Dulles on Saturday, and not getting to California until Monday. I wasn't alone, and while I do wish to vent at the airline, there are things that could have been better with a bit of new thinking.

As flights were canceled or delayed, and planes filled up, for most customers the only answer was the customer service centers inside the terminals. These quickly had lines of hundreds of people with waits of several hours. In some cases, just for simple transactions like getting a hotel voucher because you had been moved to the next day. (While it is possible to get such vouchers at the ticketing desks outside the secure area, Dulles is not an easy airport to move around, and people were reluctant to take the shuttles to the master terminal and leave the secure area without knowing their fate.)

Among the many things the airline is to be faulted for is having no real way to deal with the huge numbers of customers who need service when a cascading problem occurs. Multi-hour waits simply don't cut it. The answer lies in extending the facilities of the self-service kiosks. At those kiosks you can do basic check-in, changes of seating and some other minor changes. You go up, put in your card or confirmation number, and you can do some transactions. You can also pick up the phone and talk to an agent sitting in their Nova Scotia call center. The kiosk has a printer that can print boarding passes. Unfortunately the agents are not empowered to do more than help you with what the kiosk can do. They can't be like the other customer service agents and rebook flights or issue vouchers.

When you have a big company like an airline, that may suddenly need hundreds of agents for one trouble spot, video kiosks with printers (and scanners) seem like a great idea. Stations could be installed where customers can come and talk to an agent by videocall. They can feed documents into scanners or show them to the camera. They can feed documents into hoppers that will destroy them if that's needed. And a more full printer could print them any documents they need -- boarding passes, tickets, hotel, food and transportation vouchers. In fact, unless agents have to physically handle luggage or control who gets on a plane, they don't need to be right there at all.

Of course this is not as personal as a live human in front of you. But it's much better than a phone agent (and lots of listening to Rhapsody in Blue.) And, if the need arises, you can suddenly have 100 agents serving a problem area instead of 5, and focus the on-site agents on on-site problems.

Of course, the scanners and printers are only needed at rare intervals during the transactions, so another approach would be to let people have a combined web/videocall experience on any laptop computer, and to contract with the providers of airport wifi service to make access to the airline's support website a free feature. Do that and suddenly there can be a thousand customer service videoconference tools in an airport that needs one. (They can all show video, and a growing number of laptops can also send it.) A smaller bank of scanners and printers can handle the portions of the transaction that need that. For example, you contact customer service on the laptop and the agent tells you to line up at scanner #5 and scan your documents. Then you work out your problems, and the agent tells you to go to printer #3 and get your new documents. (Destruction of old documents can be handled by the machine or possibly an on-site agent who does little but that.)

In fact, a lot of the stuff done at airport gates could be done this way. All the hassling at the desk is easy to do remotely. Only the actual ushering onto the planes needs live people. It may be less personal but I would rather have this than standing in line for long periods. They key factor is the ability to move agents around to where they are needed in an instant, so that there is no waiting (and little wasted time by agents.)

Of course, agents can also be very far away. Though I would resist the temptation to make them too far away (like India.) Not that there aren't good workers in India but too many companies fall for the temptation to get employees in India that are even cheaper than the good ones, and simply not up to the jobs they are given. The Nova Scotia crew were helpful and their distance was not a problem.

This principle can apply to conference and tradeshow registration as well. Why fly in staff to a remote tradeshow to do such jobs which tend to be quite bursty. Have local staff to man scanners and printers, and remote staff to talk on the videophone and solve my problems. It's so much cheaper than the cost of transporting and housing staff.

Of course, you can also just plain have a good internet/web customer service center. But I'm talking here about the problem of people who are at your facility, and deserve more than that. They need a live person to solve their problems, they need to combine what they can do on the computer with what a skilled (and authorized) agent can make happen, and because they are on location and upset, and not just at home on the computer, they deserve the expense of a bit more money to provide good service.

Legacy politics assured that Iowa and New Hampshire would get the lead in setting the political agenda of a Presidential race. If you can't please them, it's hard to get nominated. And now they protect this position as hard as they can. Florida tried to move and got slapped.

There is a better way. There should be a lottery, or simply a rotation, on who gets to go first each time. All parties in a state would have to agree, but I can't see why not, and really all you need is the Republicans and Democrats. Hold the lottery several years in advance.

I wrote before about how the fancy bags they give away at conferences very rarely get used. I have a stack in the closet, and I'm not going to use them as my bag with sponsor logos plastered all over them. The people who attend such conferences aren't the sort who want to carry your advertising everywhere, or scream out "I'm so cheap I'm using a sponsored bag." And you can't give them to friends as gifts, even if they are nice bags. So I suggested that they put logos on the inside but of course that doesn't yet happen.

A story from the New York Times suggests it costs over $12,000/year to store a movie in digital form.

I'm not sure why, but beaming business cards between PDAs never caught on as much as I would have liked. Of course Palm and Wince PDAs don't speak the same beaming language (of course) and I never saw it much in Windows anyway.

With my new fancy scanner, I can scan a stack of 60 business cards in a minute, so it's not going to take me long to do the physical scanning. Business card scanning has been around for a while, but it still presents challenges.

Digital Picture Frames are finally coming down to tolerable prices and decent resolutions. We are about to give my mother one that's 1024x768 and 15" on the diagonal. In part that's because I never got around to building one out of a laptop though I still think a linux distro that turned an old laptop into a digital PF would be a great idea because the ability to do wireless networking to subscribe to flickr and other feeds is the waiting killer app for these frames.

A card from Ty. (My brother, the comic book artist, if you didn't know.)

I guess in the linux community it is slightly more acceptable.

This week, like many, I have gotten a bunch of invites to join people's trust networks on the people-search/social networking site called "Spock." Now normally I have started to mostly ignore new invites from social networking services. There are far too many, and I can't possibly maintain accounts on them all, so a new site will have to get very, very, very compelling before I will join it.

Update: Harry Reid has delayed the bill until 2008. Let's hope we can keep the immunity out when it returns again next year. Let your senators know.

Usually, when you start a legal action, you consider the merits and go ahead when you have a good case. If your case is just, you should win.

Here's an idea for a way to bring reputation based shopping to the brick and mortar world.

I was intrigued by this report of a russian chatbot fooling men into thinking it was a woman who was hot for them. The chatbot seduces men, and gets them to give personal information that can be used in identity theft. The story is scant on details, but I was wondering why this was taking place in Russia and not in richer places. As reported, this was considered a partial passing of the Turing Test.

Computerworld has been nice enough to include me in their series on unsung innovators of the net. I should point out that I try to downplay the dot thing -- to me it's an amusing anecdote of having participated in the right mailing lists at the right time. I remain much more interested in whatever I will do next!

All over the net, a huge number of sites offer you the option of E-mailing you your password if you have forgotten it. While this seems to make sense, it is actually a dreadful security policy, and if you see it, you should complain and point them to this article or others to get them to stop. As an alternate, they should at most offer to E-mail you a new, randomly chosen temporary password, which you can use to log in and set a more memorable password.

If you have bought a home router or access point, you know it comes by default listening to some NAT based IP address, and the setup guide tells the user to type "http://192.168.1.1" or similar into their browser.

The hot new thing of the web of late has been facebook apps. I must admit Facebook itself has been great for me at finding old friends because for unknown reasons, almost 20% of Canada is on Facebook compared to 5% of the USA. Facebook lets 3rd parties write apps, which users can "install" and after installing them, the apps get access to the user's data (friend list) and can insert items into the user's "feed" (which all their friends see) and sometimes send E-mails to friends.

Among many patent reform proposals it is common to have a desire for better examination, and more detection of prior art and obviousness. But the patent office only has so much money for so many examiners.

So here's a simple solution. If you want to apply for a patent, you must put in some time, as an expert in your field, examining other patent applications, searching for prior art and giving opinions on the obviousness. Alternately, this duty could be given only to those who actually are granted patents, to make more sure they are "skilled in the art" of their fields.

Many in my futurist circles worry a lot about the future of AI that eventually becomes smarter than humans. There are those who don't think that's possible, but for a large crowd it's mostly a question of when, not if. How do you design something that becomes smarter than you, and doesn't come back to bite you?

The strike by screenwriters in the Porn Writers Guild of America is wreaking a less public havoc on the pornography industry. Porn writers, concerned about declining revenue from broadcast TV, also seek a greater share of revenue from the future growth areas of DVD and online sales.

"Online sales and DVD may one day be the prime sources of revenue in our industry," stated union spokesman Seymour Beaver. We want to be sure we get our fair share of that for providing the writing that makes this industry tick.

Ok, I haven't had a new laptop in a while so perhaps this already happens, but I'm now carrying more devices that can charge off the USB power, including my cell phone. It's only 2.5 watts, but it's good enough for many purposes.

There's a lot of equipment you don't need to have for long. And in some cases, the answer is to rent that equipment, but only a small subset of stuff is available for rental, especially at a good price.

So one alternative is what I would call a "ReBay" -- buy something used, typically via eBay, and then after done with it, sell it there again. In an efficient market, this costs only the depreciation on the unit, along with shipping and transaction fees. Unlike a rental, there is little time cost other than depreciation.