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A broken guitar, a YouTube video and a new era of customer service

by Tommy Andres
Jul 5, 2019
Canadian musician Dave Carroll looks back on the viral hit that made United Airlines sit up and listen.
Dave Carroll, the Canadian musician who used music (and the internet) to make United Airlines reflect on its customer service.
Courtesy of Dave Carroll
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Taylor Swift proves that, on YouTube, it's all about "ME!"

by Marielle Segarra
Apr 29, 2019
The artist used a new feature of YouTube's to launch her latest single.
Taylor Swift performs onstage during The 58th GRAMMY Awards at Staples Center on February 15, 2016 in Los Angeles, California.
Kevork Djansezian/Getty Images
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Creators who build an audience online find algorithms can wipe it away

by Molly Wood
Apr 3, 2019
What happens to YouTubers when the platform changes the way videos are monetized?
Lionel Bonaventure/AFP/Getty Images
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The IRS is using Instagram to try to humanize the agency

by Barbara Platts
Apr 1, 2019
The Internal Revenue Service is getting creative.
One of the 12 monsters the IRS posted as part of the #IRSdirtydozen campaign, aimed at teaching taxpayers the most common tax scams they may encounter. 
Courtesy of IRS
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NBC taps into YouTuber Lilly Singh's audience

by Justin Ho
Mar 15, 2019
The replacement for Carson Daly's time slot brings a woman of color to late-night TV.
Lilly Singh speaks on stage during the 2018 WE Day Toronto Show in September.
Dominik Magdziak/Getty Images
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The crackdown on YouTube user comments: It's complicated

by Molly Wood
Mar 4, 2019
Do screening tools work?
Nicolas Asfouri/AFP/Getty Images
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Shelf Life

How the internet democratized the magic industry

by Kai Ryssdal and Maria Hollenhorst
Mar 1, 2019
Author and enthusiast Ian Frisch says the internet made it possible for anyone to learn magic.
Pablo Cuadra/Getty Images
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Advertisers back away from YouTube over comments from pedophiles

by Marielle Segarra and David Brancaccio
Feb 21, 2019
Major brands have suspended advertising on the platform due to the inadequate policing of comment sections.
Nestlé, McDonald's, Disney and other companies have put their spending on YouTube on hold.
Lionel Bonaventure/AFP/Getty Images
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AT& T to resume advertising on YouTube

by Erika Beras
Jan 21, 2019
AT&T has announced it’s putting ads back on YouTube. A couple of years ago, the telecom giant pulled their ads off the platform because of concerns that its messages were running alongside videos containing hate speech or touting terrorism. AT&T says it’s satisfied that the Google-owned platform has improved screening of video content. So what’s […]
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Look it up: How is a 250-year-old encyclopedia company adapting to the digital age?

by Molly Wood
Dec 13, 2018
Encyclopedia Britannica has a history of being pretty revolutionary.
Encyclopedia Britannica on the shelf at the New York Public Library in 2012.
Mario Tama/Getty Images
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