How does a content strategist see the web? This week Paul Ford and Rich Ziade talk to Karen McGrane, a user-experience expert who writes books, gives speeches, leads workshops, and takes on a variety of web projects with her agency Bond Art + Science. Topics covered include the bold fashions of the dot-com era (many buckles); nightmare pitch meetings involving handcuffs and action figures; introductory email etiquette; and Paul’s formal apology to the International Association for Pawn Shop Owners.