Alan Jacobs

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I’ve been thinking about Instagram’s refusal to offer users the option of a chronological timeline. I don’t believe that this is incompetence or even belligerence, but rather a conscious, intentional, strategic decision: You do not give the users what they want, no matter how rational their desires might be, because that might give them the impression that the platform is somehow about them — that they are customers with appropriate expectations for your service.