Sunday, July 11, 2004

Software: The Disservice Model

Note: the author's copy of Adobe Illustrator 10.0.3 hung twice while being launchd during the writing of this piece, which may explain a few things.

A friend of mine has a theory that if Microsoft ever produced a version of Word that actually worked, it would go out of business. (A lot of Macintosh users think that as of version 5.1 they did, and have never upgraded since, hence the theory.)

New versions of Word are usually notable for additional "functionality" that most users don't want and can't figure out how to turn off which slow it down to the speed of the previous version on much faster hardware. Recent versions do "helpful" things like prevent you from making points (a), (b), and (c) ... because (c) must be a copyright symbol, or superscripting the "th" in "4th" whether you want it to or not. By far the majority of Word users do not want these features and cannot switch them off.

Meanwhile, Adobe has incorporated some kind of dynamic update service for its various flagship programs (such as Photoshop and Illustrator) which is presumably intended to make sure that if Adobe finds and fixes a bug, it can be seamlessly fixed before you necessarily notice it. Of course, the dynamic update service is the single worst bug in their software, and they don't seem to be interested in fixing it.

Beyond this, there is a general trend towards switching from software licenses (which work kind of like ownership) to software subscriptions (which don't). It all started going "pear-shaped" when Microsoft (for example) decided to refer to versions of its software by model year (like cars and evening gowns) rather than significant revision.

The software "service" model wanted to make software products less like appliances (such as your telephone) and more like services (such as your telephone service). Most people I know are happy with most or all of their appliances and loath and despise most or all of their services. E.g. wireless phone services and cable TV services are the two most despised classes of business in the USA (according to

It may not seem so bad to only have to pay for Word when you want to use it (which is probably what Microsoft realised when it stepped back from the brink). After all, most people get a version of Office with their computer and then don't use most of it (how many businesses pay to put a copy of Access on every PC?), and forget they own it when they give the computer away or drop it into landfill. But imagine getting a monthly "Office Service" bill and having all your documents deleted (or just inaccessible) should you fail to pay it; this is the kind of "service" such companies would like to provide.

It's funny how language evolves. Imagine what the word "service" will mean in a few decades.