Brian Lam on Apple’s textbooks discovery:
I find it fascinating that Apple’s upper ranks have a system in place for listening to the ideas of interns. This seems like a smart thing for an enormous company to do when they’re trying to keep start-up values. It’s a neat little hack to the innovator’s dilemma. Also, the idea only cost them a few Macbook Airs.
This is something I hope to remember when I am a manager: that interns have great ideas. Listen to them. Throw out the crazy ones. But try to see their viewpoint; it’s unclouded.
The students, faculty, and staff of the University of Georgia are right to feel outraged and to expect better and — on behalf of all of us responsible for technology at UGA — I apologize.
Timothy M. Chester
Chief Information Officer at the University of Georgia
This is how you apologize for a service delivery issue. You don’t hide it, you don’t pretend it didn’t happen. You tell people what went wrong, how you are going to prevent it from happening again, and you apologize.