This NYT Magazine profile of author Laura Hillenbrand explores her writing process and considers the ways it has been impacted by her illness. One section of this excellent article had resonance for me around conducting remote interviews, something I’m frequently asked about.

One hallmark of literary nonfiction is its emphasis on personal observation. But Hillenbrand found that telephone interviews do offer certain advantages. No one appreciates this perspective more than the radio host Terry Gross, who performs nearly every interview on her program, “Fresh Air,” by remote. Gross told me that she began this habit, as Hillenbrand did, by necessity: The cost of bringing a guest to her studio in Philadelphia was simply too high. Over time, she said, she has come to believe that there is intimacy in distance. “I find it to be oddly distracting when the person is sitting across from me,” she said with a laugh. “It’s much easier to ask somebody a challenging question, or a difficult question, if you’re not looking the person in the eye.” Gross also said the remote interview makes it easier to steer the conversation. “I can look at my notes without fear that the interviewee will assume that I’m not paying attention to what they’re saying,” she said. Finally, the distance eliminates nonverbal cues, which can interfere with good quotes. “A hand gesture might be helpful to communicate something to me. It communicates nothing to my listeners.” Hillenbrand, who recorded hundreds of hours of interviews with Zamperini, experienced a similar effect. “I thought it was actually an advantage to be unable to go to Louie,” she said. Because neither of them had to dress for the interviews and they were in their own homes, their long phone calls enjoyed a warmth and comfort that might otherwise be missing. She could pose the deeply personal questions that even her father had trouble answering.

I’ve posted about 150 photos to Flickr from our recent trip to Rome. Here’s a few favorites:

A few weeks ago I saw this full-page newspaper ad for Verizon’s Hub:

I’ve blown up the smaller text at the bottom:

The phrase “the home phone reinvented” reminds us that explaining a new product in terms of what it is replacing, enhancing, or integrating with is often a very effective way to help ground something new. But the ad works mostly by establishing a physical context (the kitchen) and a use case (distributed family communication and meal planning). The actual functional specs are presented almost as an afterthought in the footer and greatly in service of the “reinvented” aspect.

I was excited by this ad because it does a reasonable job at something crucial that so few companies are actually doing: explaining clearly what their product is and who it is for.

I don’t know if this product is a good idea or a bad idea; it’d be fascinating to see how new users begin to use it and what sense they make it of it. But it seems that this product team Verizon is at least half a step ahead of many technology groups out there who collect a bundle of technology together but fail to create a compelling story about why this matters.

• Jenny, Don’t Change Your Number; You Might Want to Sell It on eBay – The cultural entrenchment of Tommy Tutone's 1980s hit "867-5309 (Jenny)" is quite astonishing

From All Things Considered the remote California town of Iowa Hill will finally get land-line phone service. And their cell coverage is spotty, at best. The woman interviewed explains that people in the community have designated areas where there is cell reception as phone booths; a nice colloquialism since we’re likely to envision a purpose-built structure rather than a warchalked wooded area. She also describes the local 911-proxy: fire your gun three times in the air and hope someone comes to your aid.

Like the phone.

Last weekend I needed to set a wake-up call, and either introversion or bitter experience leads me to trust an automated service more than a human being, but even so, I always look on the phone for instructions on how to arrange for one.

Right. Press the button and you’ll either end up in the automated system or you’ll be speaking to someone who can handle it. I press the button, but nothing. Press again, nothing. I try the other buttons and they all simply click. The phone has special function buttons but they are unprogrammed.

Okay, all is not lost. The room has another phone in it.

But this phone has a different interface. Here we’re told to touch 77 (why is touch the verb, anyway?). Doing so brings me to the voice mail interface, which does not have any wake-up options.

Two phones, two different interfaces, both screwed up. I called 0 (or touched 0, if you prefer) and spoke to someone (shudder!) and it was handled.

It’s just a weird failure of attention-to-detail.

I blogged this before, back in 2004, but ah, technology. Actually a $5 cable is all I needed to be able to pull audio from a microcassette into my PC, and onto Odeo, so that I can blog it here.

I received this voice mail a couple of years ago. It’s obviously misdirected, perhaps because of my Museum of Foreign Groceries which used to be displayed on this site. But that’s all packaged foods, so? Hard to figure out what the other person was thinking, but it’s funny anyway. Give it a listen!

Note: I’ve redacted the phone number to protect her privacy.

I wrote (a while back) about phone calls on airplanes, and was intrigued to see this news today

Verizon Airfone, whose handsets have graced the backs of airline seats for more than two decades, will end its phone service on commercial airliners before the end of the year.

Verizon Communications, Airfone’s parent company, has decided instead to focus on its faster-growing broadband, cellular and television businesses, Jim Pilcher, the director of marketing at Verizon Airfone, said yesterday.

Though Mr. Pilcher declined to say how many customers Airfone has, industry analysts said the service was rarely used. Verizon, they said, would have had to spend heavily to install newer, more compelling technology.

“The business they went after is the calling business, and the reality is no one sits on planes and makes calls,” said Jonathan Schildkraut, a telecommunications analyst at Jefferies & Company. Verizon has “much bigger fish to fry,” he said.

Airfone, which Verizon acquired when it bought GTE in 2000, has phones in about 1,000 planes operated by Continental, Delta, United Airlines and US Airways. The company will work with the airlines to figure out how to remove the phones and other equipment from the planes.

Airfone, which began service 21 years ago, is still exploring the option of selling the business. Mr. Pilcher declined to say whether his company had identified any potential buyers.

Airfone will continue to provide telecommunications services on about 3,400 corporate and government planes.

I’ve rarely seen the phones used, as their expert suggests. Do we think data services (i.e., get your laptop on the Internet while you fly) is a bigger fish? Is using your own personal cell phone a bigger fish? Maybe we’ll get seatback LCD screens in place of the phones. Or in-seat pretzel dispensers that could make use of the credit-card-swiping mechanism already in place?

A product I worked on a few years ago has launched! I worked with IDEO on what became the Avaya one-X Deskphone. I helped out a team of designers in doing some upfront research on how knowledge workers were using their various communication platforms (email, phone, cell phone, IM, and beyond). (Of course IDEO has tons of people that do this stuff, but they were all busy doing other projects at the time). They designed what seems like a pretty nice form (a significant upgrade from their previous phones) and a smart interface, at least from the demo on Avaya’s site.

It’s always cool when some work hits the market!

A landslide has disrupted telephone service on the Coastside from Montara to Pescadero.

It appears that no calls can be made to or from the Coastside, but that some calls are possible within the Coastside. Sprint and T-Mobile cellular service have also been disrupted.

The landslide – off Highway 92 at 10pm on Saturday night – took out an AT&T fiber optic cable to the Coastside. Sgt. John Gonzales of the San Mateo County Sheriff’s Office says that the outage is in a location where AT&T can’t take heavy equipment, but are crews are hiking in to fix the problem. He says there is no estimate when phone service will be returned.

We lost DSL about 9:30 last night. I was able to call some 800 numbers for tech support, and even a local number for dial-in access. Was wondering what the heck was wrong with our DSL; then this AM found that a neighbor had the same problem, so that’s reassuring when you find out the problem is bigger than just you (I gave up on SBC last night when the tech support person – which is a generous term) had me rebooting and telling me I would have to contact my router manufacturer since it was their fault – I hung up on ’em). Now we see that the problem is really big.

Infrastructure here seems so fragile. Devil’s Slide/Highway 1 has been closed for a few weeks and they have no estimate of when it will re-open. Nearby SF is now an hour’s drive away, through much heavier traffic than we’re used to.

Every winter is filled with frequent power-outages. Our cable TV service is low-quality, noisy, and relatively unsupported. We have no cell coverage here. And today we can’t get phone calls in or our, and barely any Internet service. It feels landlocked and info-locked and it’s scary. Looks like email is the best way to reach me right now.

Update: Various news reports said that phone service was restored around dinner time, and our DSL came back somewhere between 9 and 10 pm.