Week note - ii
I flew to Minneapolis for a wedding this weekend and only got back home to Portland last night, so this post is a bit delayed.
This was my first time experiencing Minneapolis and we stayed just a few blocks away from the site of Alex Pretti’s murder. It’s hard to put into words how I feel about what was done to him and the terror that has been inflicted upon the community by the state.
Alex was a nurse whose life focused on helping others. Alex was murdered for doing something righteous. As the horrors continue to build up around us, threatening to extinguish in us the voice that compels us to do what we know to be righteous, it is important that we don’t give into the despair. We owe it to Alex and so many others to continue the work.
"We live in capitalism. Its power seems inescapable. So did the divine right of kings. Any human power can be resisted and changed by human beings." - Ursula K. Le Guin, National Book Awards speech, 2014
The wedding was beautiful.
Week note - i
This past weekend was my birthday. My partner and I celebrated by camping at Cape Lookout on the Oregon coast. We had dinner at Willy’s in Oceanside. Run by a husband and wife team they serve Japanese comfort food in a beach town nestled on a cliffside.
The Oregon coast is a special place for me. It feels otherworldly. It is one of my most unexpected pleasures I discovered since moving to the state. Wide, often empty beaches, shrouds of mists crawling over groves of pine. The chance at glimpses of sea lions or even whales.
My favorite moment was our sunset campfire on the beach. When the sun finally fell beneath the horizon the distant dots of other camp fires were the only indication you weren’t utterly alone in the emptiness.
On finding purpose in customer support
I wrote this post as my submission to the August edition of the IndieWeb Carnival, which each month invites folks to write something on their blog based on a topic proposed by a rotating host. August’s carnival topic is “purpose” and the host is Chris Shaw. I am also double dipping and counting this as my first post of Blaugust 2026 - a community celebration of blogging.
For the last 15 years or so my job1 has been (more or less) to think about and build the mechanisms to deliver customer support for companies who (more or less) make software on the internet that (more or less) helps other businesses do something more efficiently. In that time I’ve said a lot of things about what the purpose of that labor is. Support as the face of your product. Support as your connection to your customer’s needs. Support as a viable, valuable and under-appreciated career. My understanding of the purpose of the work has shifted and grown alongside me.
The latest evolution of this opinion has less to do with changes in my own view of the work and more to do with changes in the macroeconomic landscape. While the death of support has been confidently decried many times in the past, I believe a time of transformation is really at hand - even if there is life still in the profession. I’m certainly not the first to say that AI - and more precisely LLMs - are dramatically changing both the support customers receive and the daily lives of the people giving it. At no time in the past has it been so easy for a company to give somewhat acceptable answers at such low costs and, debatably, quality.