How to Thrive Among Pirates (Kevin Kelly) — a look at how indigenous movie-makers make money in countries like China, India, and Nigeria where piracy is rampant. In short, they make cheap movies, sell near the price of inferior-quality knockoffs, and take advantage of unique experiences that movie theaters offer (e.g., air-conditioning).
On Complaints (PublicStrategist) — a very good analysis of complaints departments and expectations of people who complain. But there is also a vital question of what the organisation thinks the purpose of a complaints process is. If it is a safety valve, a means of finding and correcting the most egregious failures or a means of channelling immediate anger and dissatisfaction into a swamp of unresponsiveness, then it can’t provide any broader value. That’s where the Patient Opinion model starts to look really attractive. It is deliberately and carefully constructed to elicit feedback, not just complaints. More than half the stories it gets told are positive, even some of the most harrowing, and it therefore creates a picture which is as clear about what is valued as it is about what is seen as in need of improvement.