One technological gripe
A friend yesterday tried to order Boston Red Sox postseason tickets at the moment they went on sale (6 p.m.), so I helped out. The lines were flooded and the Sox’s web server was jammed. Hitting redial over and over again only revealed a number of failure modes that I was hitting all at once: sometimes an Operator Voice told me that the circuits were full, sometimes I got a busy signal, etc. As for the website, it had an elaborate series of choke points built in to stop traffic before it reached the actual commerce server. The net result is that we spent a couple hours redialing and refreshing pages (using several simultaneously open IE windows). By the time we were done, the tickets had sold out anyway.
This points out an annoying design that we run into constantly. If you call a tech-help line, or you’re on the phone with any kind of operator, you always have to sit on hold, and you shouldn’t. You should be able to leave your phone number, which the operator will then call back as soon as your number reaches the front of the queue. (If you want to stay on hold, of course you should have that option.) This would be no more elaborate than a pager with smart queueing. It would free up the phone lines, and would free you to go about your business.
Ditto the website. You should be able to put yourself in queue for tickets on the Sox’s site, or in queue for any busy resource (say, a page that’s been Slashdotted). HTTP seems a bad protocol for this, given that it seems geared to real-time interaction. Email seems perfect for this sort of thing, actually: you send an email, and so do 200,000 of your closest friends. Your mail server waits in line to send, and keeps trying to connect until it succeeds. When it does, the receiving mail server puts your message in queue for processing behind your 200,000 friends’ email messages. This needs to be tweaked somewhat, because it gives the advantage to sending email servers which back off the most slowly. But you get the idea.
Basically, I think we all have much better things to do than wait in lines, and we have the technology to get out of lines. So why are we still stuck in the old model?