The internet and the social platforms that exist there have been both an interesting and unsettling experiment. When we look back at how it’s changed—and changed us—one can only wonder whether we are better or worse off because of it.

The web can be a useful tool for connection and amplify some of the more unsettling parts of society.  This plays out with consumer reviews. While being a useful way to find out the quality and value of an item or service, reviews can have unintended consequences.

Some issues with review platforms stem from walking the tightrope between serving customers and businesses. It’s also hard to be truly representative when not everyone decides to leave reviews. 

Michael Luca is a professor at Johns Hopkins whose work focuses on the design of online platforms. He joined the show to provide some perspective on how platforms work and tell us why all of this matters.

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