Episode Details

Technology has quietly rewritten the rules of dining out, and this episode gets into what that actually means when you sit down at the table. I’m joined by Kristen Hawley, founder of Expedite and one of the sharpest reporters covering the intersection of restaurants and tech. She shares her Five Rules for Technology in Restaurants, discussing why following a restaurant’s lead matters, how access has become the real currency of dining, and why taking an issue to the internet before addressing it in real life can cause real damage. These are practical rules for anyone who eats out and cares about how modern hospitality works right now.

It’s always a relief to get etiquette advice from someone who actually understands how restaurants operate behind the scenes. Not someone guessing, not someone shouting into the void, but an industry insider who’s spent years watching how diners, staff, and systems collide. Kristen brings clarity without being preachy and context without excuses. These are the kinds of insights that make you a better guest, help restaurants do their jobs, and remind you that a good experience is usually a shared responsibility.

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Transcription

Hello, and welcome to Five Rules for the Good Life.

I’m your host, Darin Bresnitz.

Today, I’m joined by my colleague, founder of Expedite and freelance journalist, Kristen Hawley, who’s here to share her five rules for technology in restaurants. She talks about the importance of following the restaurant’s lead when it comes to their policies, how by putting your phone away can ensure a better experience, and if there’s a problem with the dinner, to handle it IRL before you take it to the net. She is an absolute expert at the intersection of technology and dining out, and her insights are well informed and well founded. So let’s get into the rules.

Kristen, so good to see you again. Thanks for stopping by. Always a pleasure to chat with you. I’m so excited to talk. Thank you.

We met at one of the many restaurant technology conferences, and I couldn’t have found a better person to sit next to because you really report on the emerging worlds of tech and hospitality, which is something that’s really evolved to become ubiquitous these days. What fascinates you about that convergence?

I started covering this industry more than a decade ago. The same thing fascinates me that got me started, which is the way that the diner experience changes inside a restaurant because of technology is such a fascinating social experiment and observation. I moved from New York to San Francisco in 2009. I noticed the way that restaurants felt different in San Francisco, which I immediately attributed to technology because it was 2009. Twitter was new. DoorDash hadn’t started yet. And it was really just changing the way that people acted in restaurants and their expectations. So that’s how it started.

From the start to where it is today, you launched newsletter Expedite, which dives deeply into these topics. What have you found your readers responding to? What are the trends that you see sitting at the top of your most popular articles?

People are really interested in stories about access, which can be reservations. It can just be access to chefs. It can be learning about restaurants. The most popular stories on Expedite tend to be about some form of access to restaurants in new ways, in old ways, in every way.

It’s so funny because you talk about the old ways and the new ways, and it definitely is an evolving etiquette. How often do you see shifts? Is it gradual or is it a new app comes out or something drops and a