Monday, July 4th, 2016

Time	Event
3:36a	The Fight To Save the Australian Digital Archive Trove Slashdot reader sandbagger writes: A digital archive and research tool developed by the Australian National Archives may be the victim of upcoming budget cuts. Used by an estimated 70,000 users per day, the system may be eliminated thanks to a $20 Million (AUD) budget cut to the agency's budget. Since its 2009 launch, Trove has grown to house four million digitised items, including books, images, music, historic newspapers and maps. Critics of the cuts say that such systems should be considered national infrastructure because there's literally no replacement service. Read more of this story at Slashdot. (Comment on this)
10:15p	New Cars Are Too Expensive For The Typical Family, Says Study An anonymous reader quotes a report from GulfNews: A new analysis from Bankrate.com found that a median-income household in the U.S. could not afford the average price of a new vehicle in any of the 50 largest cities in the country, though cars are more affordable in some cities than others. The average price of a new car or light truck in 2016 is about $34,000, according to Kelley Blue Book. That's in part because new cars are loaded with helpful but expensive safety features like collision-avoidance systems. Bankrate calculated an "affordable" purchase price for major cities, using median incomes from U.S. census data, and factoring in costs for sales taxes and insurance. In San Jose, California -- the heart of Silicon Valley -- the median income is about $84,000, and an "affordable" new car purchase price is about $33,000 -- close to, but still below, the average new car price. In lower-income cities, however, affordable purchase prices for a typical family are far below the average cost of a new car. In Hartford, Connecticut, where the median income is about $29,000, an affordable purchase price is about $8,000 -- about a quarter of the average new-car price. Experian Automotive said the number of new cars bought with financing rose to more than 86 percent (Source: may be paywalled) in the first quarter of this year. The average loan amount topped $30,000, with the average term for a new-car loan in the 68-month range -- some stretch as long as seven years. Read more of this story at Slashdot. (Comment on this)
11:45p	Why Tech Support Is (Purposely) Unbearable HughPickens.com writes: Getting caught in a tech support loop -- waiting on hold, interacting with automated systems, talking to people reading from unhelpful scripts and then finding yourself on hold yet again -- is a peculiar kind of aggravation that mental health experts say can provoke rage in even the most mild-mannered person. Now Kate Murphy writes at the NYT that just as you suspected, companies are aware of the torture they are putting you through as 92 percent of customer service managers say their agents could be more effective and 74 percent say their company procedures prevented agents from providing satisfactory experiences. "Don't think companies haven't studied how far they can take things in providing the minimal level of service," says Justin Robbins, who was once a tech support agent himself and now oversees research and editorial at ICMI. "Some organizations have even monetized it by intentionally engineering it so you have to wait an hour at least to speak to someone in support, and while you are on hold, you're hearing messages like, 'If you'd like premium support, call this number and for a fee, we will get to you immediately.'" Mental health experts say there are ways to get better tech support or maybe just make it more bearable. First, do whatever it takes to control your temper. Take a deep breath. Count to 10. Losing your stack at a consumer support agent is not going to get your problem resolved any faster and being negative in your dealings with others can quickly paint you as a complainer no one wants to work with. Don't bother demanding to speak to a supervisor, either. You're just going to get transferred to another agent who has been alerted ahead of time that you have come unhinged. To get better service by phone, dial the prompt designated for "sales" or "to place an order," which almost always gets you an onshore agent, while tech support is usually offshore with the associated language difficulties. Finally customer support experts recommended using social media, like tweeting or sending a Facebook message, to contact a company instead of calling. You are likely to get a quicker response, not only because fewer people try that channel but also because your use of social media shows that you know how to vent your frustration to a wider audience if your needs are not met. Read more of this story at Slashdot. (Comment on this)

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