One of those ideas that makes you jump, by drawing clear attention to something that you already knew, without having appreciated its significance. Specifically, when you interact with a service online or by phone there may be software in action that mediates how you experience the service: by sorting you. Live in a high income postcode? Get routed to a sales person more quickly than if your IP address makes you look as if you come from a less promising area. On record as an awkward customer or "time-waster"? Then wait in the queue. These issues are being examined by Stephen Graham in a British Academy Readership Project: Rethinking the digital divide: the software-sorted society.
And from the same University of Durham research group is Multispeed cities and the logistics of living in an information age, a project that is examining the differences in how different communities use and interact with technology.
Dead link removed, 5/6/2011. Link made to Steve Graham's new place of work, 26/11/2012.
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