Last Thursday, the CRTC issued a press release to provide an “update on its proceedings further to [the] COVID-19 pandemic”. In it, the Commission references the role of the sector of Canada’s economy under its jurisdiction:
More than ever, Canada’s communications system plays a vital role in our lives.
Broadcasters are doing their best to help Canadians navigate their way through the COVID-19 pandemic by disseminating accurate and high-quality news and information updates, despite facing some challenges. For its part, the telecommunications sector is working diligently to maintain a high level of service so we can all stay connected professionally and personally. And even though there may be occasions when networks are more congested, we know service providers are trying to resolve any issues in a timely manner.
“Doing their best”? “Working diligently”? Is that really the appropriate language to apply, given what workers in the broadcast and telecom sectors are doing to maintain services right now?
The phrase “doing their best” always brings to mind a memorable scene in the 1996 film “The Rock”, with Sean Connery and Nicholas Cage. It is trite to say broadcasters are ‘doing their best’; it’s an embarrassment to characterize the level of effort by members of the telecommunications sector in maintaining our networks and addressing customer concerns as simply “working diligently”.
Continuing to deliver news and entertainment while families and crews are stuck at home for weeks at a time; installing customer and network equipment, reconfiguring networks that were never before designed for the traffic volumes or load patterns caused by the overnight shift to a “work from home” economy; offering extra channels at no charge; removing excess data charges; waiving roaming fees; extending broadband to low income households at low or no cost; expanding broadband offers to families of high school students without home internet; providing generous payment terms and maintaining accounts despite non-payment. The list of community contributions goes on, and on.
It is clear to almost everyone that telecom service providers and broadcasters are doing far more than simply ‘working diligently’ and ‘doing their best’. There are heroics taking place among these teams on a daily basis. How is it possible that the regulator appears unable to recognize or unwilling to fully acknowledge the scale of achievement by the members of the sectors it oversees?
In its closing line, the CRTC’s release says “In the meantime, we appreciate the continued efforts to ensure Canadians stay well-informed, engaged with work and entertained during this difficult period.” Appreciating the efforts is not the same as an explicit expression of gratitude for those efforts.
Two extra words at the end (‘Thank you’) would have helped. Frankly, an even more effusive closing would have been even more appropriate.