You'd think a company with as many resources, employees, and facilities as AT&T or Comcast would have good customer service. Surely, with all the billions of dollars flowing through these businesses, there'd be some resources devoted to creating a really good customer experience, right? If only that were the case. The thing is, these telecom monopolies are so big, with their power so entrenched, that it doesn't matter if their customer service is good. When you control the market, you control the market whether customers are happy or not. Time and again, smaller, locally-controlled telecom companies and networks have better customer service and better products. Because they're small and connected to their communities, these small companies have greater motivation to please their customers. Plus, since they're competing against giants, they have a lot to prove to their customers. This is the crux of one of Christopher Mitchell's arguments about why community broadband matters.

Christopher Mitchell, today's guest on Building Local Power, is the head of ILSR's Community Broadband Networks Initiative. Community broadband networks can take many forms, from municipal networks to co-ops and more. These networks are important, says Mitchell, not just because they're better for consumers but because Internet access is essentially a human right in the contemporary world. Reliable and affordable Internet access isn't just about social media and Netflix; everything from healthcare to education and beyond relies on a good Internet connection, all the more reason to leave broadband access in the hands of local communities. On today's episode, Christopher explains all this, as well as sharing his thoughts on his friend, ILSR's recently passed co-founder David Morris. It's a compelling conversation with a passionate advocate.

For full show notes and transcript, visit https://ilsr.org/articles/blp-internet-as-a-human-right