The New Intimacy Economy
Leigh Alexander

I received a newsletter from a well known, respected site the other day. It was from Alex;

There was a pesky little usability issue with the letter that has been bothering me for a while. I decided to reply with a suggestion. Seconds later, I received an automated response:

“Thank you for emailing {company name}. This inbox is not monitored. Please contact with any questions, comments or feedback.”

Alex, after all, wasn’t a human being, but a robot. The idea of a human being (in this case, Alex) made the newsletter feel more personal. Emotional. But only until I realised it wasn’t a 2 way conversation.

PS: I tweeted my experience, and a real human being replied to say sorry for the broken experience.

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