[Tim] Nulty echoes comments from other muni-fiber pioneers in terms of their attitudes toward customer service. While private companies, he says, are inclined to spend the least they can on customer service without losing customers, the approach taken by BT is to "provide the best customer service you can afford." He says he would tell his staff, "if you can't solve [a customer's problem] on the phone, go fix it in their home."
Susan Crawford and Bill Moyers Discuss Internet Access in America
Susan Crawford sat down with Bill Moyers to talk about Internet access in America. The two touch on net neutrality, the digital divide, and how access is now a critical component to our economic development.
In the words of Bill Moyers, "This is pretty strong stuff." Bill and Susan also talk about how we have come to this point through lack of competition advanced by telecommunications companies' lobbying and legislative ennui.
They spend some time looking at Lafayette, Louisiana, one of the cities that we covered in our 2012 case study, Broadband At the Speed of Light: How Three Communities Built Next-Generation Networks. The two also dig into ways policy change can improve access and efforts we can all make to heighten awareness of the issue. This is a great dicussion for any one, regardless of their place on the Internet access learning curve.