Meditation on Change

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A meditation on change….

Change is obviously relative. In order to have change or to perceive change, something must also remain the same. Otherwise, it is just chaos without any sense of change.

Change occurs at many different scales.

In order to explore change, I played the piano for a time. Playing different notes obviously makes for quite a different experience. But I also played exactly the same notes and changed the timing. I played the scales up and down, exploring variations in the timing and loudness. I played staccato and legato. I was reminded that the theme to “Joy to the World” is just the scale played down (with proper timing). I played the scale in a higher octave. I played the scale transposed into c#. These were all external changes.

Then, I decided to make “internal” changes. I listened to the quality of the notes. I felt the feeling of the keys on my fingertips. I listened to the spaces between the notes. Of course, to return to the theme of change at different scales, so to speak, sound itself is a dynamic change at several scales. Any give note is vibration but it also diminishes in loudness over time. But this does not seem to happen in a steady fashion. Even one note played seems to have a complex dynamic over time.

I decided to go for a walk. I mainly concentrated on internal changes. That is, I walked and played with changing the way I walked. I pushed off more with my toes. I pumped my arms more vigorously. I turned my body or my hips slightly with the steps. I turned my attention to the sensation of my feet on the ground; to my muscles making the movements; to the smells in the air; to the sounds of my steps; the traffic; mourning doves taking off; a tennis player bouncing the ball against a wall. For a time, I could hear the echo of his hits from a house across the street. I noticed that there was a change in the sound of the ball hitting the wall and hitting his racquet.

I walked by a fountain. The water was coming down in a pattern which, at some level, was unchanged but of course, in minute ways it was changing constantly. From the perspective of the individual water molecules, it was constant change. Some may have stayed for quite a time in the pool. Some might have had more exciting lives for a time.

I watched golfers on the driving range. All were obviously changing the position of the club through space as they attempted to hit the ball. None had mastered the dynamics of change. That is, none of them had the smooth and effortless acceleration of the accomplished golfer. Every swing had one or more glitches resulting from the golfer trying to “make it happen” rather than being one with the flow that is the happening of a great golf swing.

There were dead leaves on the ground. This made me think of the changing seasons. An old woman walked by and, like Yeats, I saw her as the young child she once was. I noticed how the branches of a tree “change” as one looks from the trunk to the branchlets and leaves. I thought of how there is an ever changing pattern of branch overlap as I walked by. These changes help me understand the structure of the tree. I recall that what I see is not the tree, but only the part that is above the ground. It is only the part that is alive right now; I do not see its ancestors or descendants. I do not even see the tree as a seedling or a crushed and fallen stump. I see a snapshot of the tree’s life; a fleeting glimpse only. Even that glimpse, though intricate and beautiful, is only the merest shadow onto the senses I myself possess.

To be alive requires the acceptance of a fatal disease called life. Of course, Life, with a capital “L” goes on and on. Change. Change. Like the song about Bingo the dog.

Change is ubiquitous and inevitable. The only question is which changes to encourage, initiate or try to stem. Typically, it seems to me, it is more powerful to encourage changes you like than to try to stem the inexorable tides of change you abhor.

The Fault is in Defaults

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“The fault, dear Brutus, is not in our stars,
But in ourselves, that we are underlings.”

So Cassius says to Brutus in Shakespeare’s play, Julius Caesar Cassius was trying to convince Brutus to join the plot to assassinate Caesar. As I recall, things did not turn out well for Julius Caesar. Or for Brutus. Or for Cassius. Or, ultimately, for Mark Anthony either, but that’s another story. The point is that there is always an interesting tension between imagining that we ourselves are the masters of our fate. It is our ability, or attitude, or grit, or whatever that determines how much money or happiness or health we have. Or, on the other hand, there is the view that things are pretty much beyond our conscious control and due to our heredity, our environment, our upbringing, etc. Both views are partly true and both have their place. If you are a user of a product and you want to get something accomplished, blaming the stupid product will not help you accomplish your goals. On the other hand, if you are a product developer, it will not help you to blame your user. You need to design thoughtfully.

I was reminded of this debate today by trying to scan a document. In general, I am amazed how excellentscanners and printers are today, not to mention CHEAP! I was born in an era of expensive, heavy, noisy, dot matrix printers or teletypes. You’ve come a long way, baby! But the software that actually lets us use these marvelous machines. Hmmm. Here there is a lot of room for improvement. Today, I repeatedly tried to scan a one page document to no avail. I thinkI finally diagnosed what the problem was. The scan screen came up with a default that said “custom size” and the defaulted “custom dimensions” were 0 by 0. Because, obviously, the development team had done a thorough study of users and found, I suppose somewhat surprisingly, that the most common size of image people wanted to scan was 0 by 0. I suppose such images have the advantage that you can store many more of them on your hard drive than images that are 8.5 by 11 inches or 3 inches by 5 inches, say.

But this is not an isolated example. Often there are “defaults” which seem to me to be rather odd, to say the least. Right now, my google map application, for no discernible reason, has decided that a good default location for me is the geographical center of the continental United States. It was not “born” with this default but somewhere along the line “developed” it. Why? I have never travelled (knowingly) to the geographical center of the United States. I have never wanted to “find” the geographical center of the United States. Yet, for some mysterious reason, whenever I do try to find a route to say, the dentist who is ten miles away, the map app tries to send me from Southern California to the geographic center of the US and then back again. I can eventually get around this, but next time I open up the app, there we are again. Of course, I am tempted every time to just to see the place (near the corners of Oklahoma, Kansas, Arkansas and Missouri. And, “with no traffic”, it only takes a little over 22 hours to get there. The phrase, “with no traffic” in Southern California is equivalent to “when pigs fly.” So, tempting as it is to drive 22 hours to the geographical center of the US and then 22 hours back (provided the sky if filled with flying pigs) in order to go to the dentist who is a few minutes away, I haven’t yet actually taken the trip.

I am tempted to rant about the absolute ludicrosity of “sponsored links” (which cheeringly informs me that I could take a side trip to a gynecologist on the way to the dentist) but I’ll try to stay on topic. Where do these defaults come from? Is this just a nerd’s nerd free choice as a perk of the job? Do they seriously conceptualize size in terms of a two dimensional grid with an origin at zero zero and therefore this is a “logical” default for paper size? Are they trying to do the user a favor by saving space?

I am hoping there is a product manager out there who can answer these questions. I am hoping things will turn out better than they did for Caesar and Brutus and Cassius.

the “RULES” of CreaTIVity

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Last week, I finished the on-line course: 5 Habits of the Highly Creative Teacher, and I still keep thinking about it. It strikes me that everyone hasto be creative pretty much all day long just to live. For example, if you move through your physical environment by walking, you have to readjust your balance as you go. If you live with six cats, you have to be ready for one of them (in this case, Jones) to burst into the path of where you are about to plant your foot. What I have to do is try to keep from spilling my breakfast all over the carpet. I am convinced that cats do this, not to annoy, but to destroy. The chances of bringing down such a large beast as I am are slim, but if they succeed, they figure they will be able to feast for days on my carcass. It is, in management-speak a BHAG (Big Hairy Audacious Goal) for a housecat. I am reasonably sure that none of my cats have actually read any books on management theory, but they seem to grasp many of the concepts instinctively. Any way, the point is not about Jones and his ilk but about me and my ilk — namely human beings. We have to adjust our plans and our behavior constantly in response to external events. Sure, we have skills (walking, driving, talking, listening — well, okay not listening) but these are not pre-programmed sequences of actions. We may have plans but we constantly adjust these without endless committee meetings or e-mail chains. If I had had to get my spleen and liver on board with my sudden change of direction, I’d be lying on the floor dead and Jones would be feasting.

As I pointed out some time ago, when people communicate they are always designing and interpreting, not coding and decoding. People use language in endless new and creative ways all the time. Let us even imagine you are telling a joke you have told scores of times before. As you tell it, a train roars by and you either pause or raise your voice till the train goes by. This, in essence, is creativity. You are using what you know in order to create a new twist on the delivery of your joke appropriate to the circumstances.

What is also interesting is this: Almost all people are creative almost all the time BUT they do not “count” what they do as creative. They imagine themselves as in the large majority of “non-creative” people because they have been told they lack skill in writing poetry or painting. For that reason, their mental model of themselves is that they are not capable of creativity when in actuality they express themselves creatively every time they move; every time they speak.

So, here is the challenge I am wondering about. Is there a way to show people that they are actually being creative in many areas of life all the time; getting them thereby to alter their self-concept and their self-talk so that they see themselves as creative people and therefore take it as “okay” to be creative in every other area of their life as well? Would they be willing to run full tilt at a weighty problem and try to time their actions so as to topple that problem? If my cat can, can you?

Five Habits of Highly Creative Teachers.

Teaching. Creativity. Teaching + Creativity –> Skepticism. And yet, I had to admit that I had tried to use creativity myself in teaching. For example, I had taught a required course for RN’s in statistics — a course that they typically had no real desire for. So, I had tried to make it fun, understandable, and provide a way for them to see how it actually was important in their career and their life. For example, I made cartoons to explain the F-test and to help them remember the steps.

And, even among my teachers, there had been those who were creative and encouraged creativity. For example, in my high school English class, I complained that we were underlining verbs and nouns in meaningless and random sentences and that we *recalled* some of this random and meaningless material. Hence, it would be better to use material that had some meaning to it. My teacher encouraged me to run an experiment and indeed, I showed that people in my class really were remembering these meaningless sentences.

Okay. So, maybe teaching and creativity could be positively related and not antithetical. I thought I would give it a try any way. Perhaps I could learn some techniques for additional creativity. That could prove useful.

The course did not seem to carry a warning label however, that the course material was not just “out there” but “in here”! This course required an internaljourney not just learning about “stuff.” Instead of “easy” assignments such as “write a Shakespearean Sonnet about alligators” —which I could probably do in a half hour, it had assignments such as “write something about a topic that is central to your life.” What? How long? What topic? What is central to my life?!

So…such open ended assignments cause me to go in circles. Of course, I can think of *many* things which are central, but which is the most central? Or, are all these things equally important? And, how much of an effort is it worth writing about it? And, do I write about it now, or do I think about it more first? And, will writing about it cause me to “freeze” my ideas when I may want to change what is most central tomorrow? Yikes.

Despite the difficulties, the course was very worthwhile and I recommend it to anyone who has the chance to take this in the future. A few of the habits in particular were things I had fallen out of and been reminded of. For example, the course introduced the notions of curation and remixing. I had long ago discovered that becoming immersed in a field allowed me to be creative in that field; indeed, it forced creativity. But along the way, by being constantly busy at work and required to do things too quickly I had fallen into the habit of relying completely on what I already knew.

The second thing I needed to be reminded of was the importance of tribe. I have always been most productive and had the most fun when working with a group. Yet, it was always easy to find these and now I am in a position where I need to create one or more.

And, finally, one of the reasons open ended assignments are so difficult for me is that it is very hard to know whether I “won” or “finished” or was “successful.” So thinking more deeply about the concept of “failure” was also really useful.

Starting your Customer Experience with a Lie

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I really need someone to explain this strategy behind the following kinds of communications to me.  I get things in email and in snail mail and they start out with something like, “In response to your recent enquiry…”, or “Here is the information you requested.” or “Congratulations!  Your application was approved!”  And…they are all LIES!  I understand that sometimes people lie.  And I understand that companies are sometimes greedy.  But I do not understand how it can possibly be in their interest to start their communications with a potential customer with a complete and easily discovered lie.  What is up with that?  So far, the only explanation I can gather is that they only want a very small number of very very gullible (perhaps even impaired) customers that they can soak every penny out of so the initial contact is a kind of screening device.  ??  Any other suggestions?

Newsflash: MUSAK does not compensate for bad customer experience

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Newsflash: Playing really low quality musak while the customer is on hold for 40 minutes DOES NOT improve the customer experience.  Nor, does ALWAYS playing the message that you are experiencing “unusually heavy volumes” right now improve your credibility. Now, I admit that someone in marketing who thought about for about 15 seconds *might* think that playing really bad music would be a good thing.  After all, people do pay money to listen to music.  Not everyone is a pirate.  And, people spend a lot of time listening to music.  Here’s the thing that will come to you if you think about for 20 or 30 seconds though.  People play to listen to the music they choose. They do not pay to hear the music you choose.  Furthermore, people pay to listen to music that is high quality. Granted, sometimes, when nothing else is available some of the people some of the time would prefer low quality music to no music at all. But NO-ONE chooses absurdly bad quality music over silence.  One more thing: unless you are a love-struck pre-teen, you do not listen to the same short sequence of music over and over and over and over for an hour at a time.  No.  You listen to a piece of music.  Then, you listen to a DIFFERENT piece of music.  Then, you listen to a DIFFERENT piece of music.

Now, I do grant that it is somewhat useful if you are going to put your customers on hold for 40 minutes that you give some sort of signal other than complete silence to show that you are still there and haven’t had the system “hang up” on them (which happens all too often but is another topic). But playing loud, obnoxious, very low fidelity music is not the answer.

Back to credibility.  If you are really monitoring the call volume and the customer calls at a time of really unusual high call volume, you may want to tell them that they would have better luck another time.  But if you *always* play this message, what do you think it does to your credibility? I am amazed to find that my credit union, an otherwise fine institution, *always* plays this message.  And every single time, it makes me think twice about whether I can really trust my funds to an organization that clearly lies every single day.

The word “simply” should be banned.

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So, in 2013, I changed from four medical plans to four different medical plans to six plans for 2014.  Thank goodness we don’t have a “single payer” system because there is nothing I love more than pouring through a hundred pages of text for each plan which is mainly garbage but occasionally has important information.  There is nothing more fun than ping-ponging among doctors every time your plan changes.  Oh, wait!  I forgot that in addition to the plans I *actually* had, IBM also sent me huge packets of information on plans that were no longer relevant.  In the midst of all this, I was heartened to find a concise 72 page document from my dental plan which also informs me: “Please note: if you are a previous user of MyBenefits, you can still enjoy all the same features under the new plan. Simply visit (our website) and re-register with an updated username and password for access to your new plan.”  It is the word, “simply” that I object to. Indeed, in some parallel universe, there is probably a time and place for the word “simply” but in has no legitimate place in actually 21st century America.  It *invariably* signals this message: “We are going to make this difficult for you.  But we don’t want to come out and say that so we will preface our instructions with the word simply so when you have trouble you won’t blame us but yourself.”  

(Why do I need a different userid and password?).   Anyway, you know the drill.  You go to the website and the first six userids that bear any resemblance to my name are taken.  But they don’t typically tell you that till you also enter a password.  And, of course, there are the typical “security questions” such as “What sized underwear did you wear in the fourth grade?”  “What was your second grade teacher’s maiden name?”  “What was the name of the company you bought your first ant farm from?”  And so on.  

This ironic use of “simply” is not confined to websites.  It also applies to packaging as in, “SIMPLY remove the plastic overwrap.” Yeah. But, what if you left your chain saw in the garage?  “Simply, tear the plastic along the indicated line.”  In the rare case, when it is physically possible to tear, it never tears evenly.  More typically it is some semi-metalic plastic that requires an industrial laser cutter. the most recent example involved two different kinds of dry cat food.  These were nearly impossible for me to “simply” open.  I left the bags for a few minutes to get an exacto knife and when I returned two minutes later, my CATS had indeed simply opened the packages and spread the contents around the hallway.  For all I know, they might have actually ingested a piece of cat food but it was clear that their main intent was simply to cause a mess.  The reason they could open the packages simply is that they have cat claws!  I don’t!   Not sure what genius came up with the idea that packages of cat food should be opened simply by cats but complexly by humans.  

Since the word “simply” has simply gone out of fashion in its true meaning, I think we should simply ban its use.   Period.

I made a mistake; here’s what you can do to fix it!

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Having recently moved across the country, fixing up our new house, dealing with a huge moving van fire, health and family issues, I found myself with 45 seconds of uncommitted time, so I was **thrilled** to get a wonderful form letter from American Express informing me that a credit card I had cancelled about five years ago nonetheless had been compromised and it was up to me to take a series of time-consuming steps.  At last!! Something to do!! How thoughtful!   If all goes well, this would not only eat up the 45 seconds of free time but about 45 additional days.  Of course, all of these steps require either going on-line or calling an 800 number so we KNOW that all will NOT go well.  Going to a website generally means getting an account with a user name and email address.  These may be the  same or different depending on the site.  You can pretty much bet PeterSIronwood and Peter Ironwood and PIronwood are already taken so I will end up with some completely impossible to recall username like IPeterIWoodIS437.  Of course, I can regenerate my username by merely answering three simple security questions such as, “What is your favorite movie star?”  I don’t know.  Or, worse, it changes from day to day.  Maybe the people who made up these security questions have a favorite movie star that they keep constant for their entire 23 year lives.  But I don’t. “Where did you grow up?”  What makes you think I grew up?  And, what makes you sure it was in one place?  And, even if it was in one place, which is the exact spelling I used last time: “SanDiego”, “San Diego”, “San_Diego”, “San Diego, CA”, “San Diego, California”, “California”, “SoCal”, etc. etc. Of course, I could take the OTHER route and call an 800 number.  “We’re sorry.  All of our agents are helping other customers.  Due to unusual call volumes, your call may take longer to answer than usual.  Your estimated wait time is 5.5 centuries.  But meanwhile, you can listen to really loud, really repetitious, soul-sucking low-fidelity music.  This century’s selection is entitled, “The Dementor’s Theme Song.” You know what? If YOU screw up YOU fix it!  Don’t impose on ME to fix it.

The Opportunity of Disaster

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After moving from Westchester County New York to the San Diego area, we were asleep (again) on an air mattress awaiting almost all of our material possessions to arrive the next day.  We were awakened by a call from our moving company that our things would not be arriving tomorrow morning as promised.  Or ever.  Indeed, our furniture, clothes, electronics, papers, photographs, paintings, kitchenware, bedding, etc. had all been destroyed in a truck fire near Albuquerque, New Mexico.  This was something of a disaster for us, and, from a positive “customer experience” standpoint, a disaster for the moving company.

But the point of this post is to point out that in this disaster, there is an opportunity for the moving company to be proactive and excellent and greatly ameliorate or even turn around this customer service disaster. They could, for example, send us a personal apology.  They could be in constant contact about the status of any remains.   They could arrange for us to visit the site of the fire at their expense.  They could arrange to quickly reimburse us at least for the full amount of our insurance with the moving company so that we could get on with our lives as best we could.  Obviously, photo albums, the drawings of my children, letters from friends, my grandfather’s paintings, and souvenirs from a lifetime of travel could not really be replaced.  But what *could* be replaced needed to be so quickly.  And, given that we were in a somewhat vulnerable state, this disaster really offered an opportunity for the company to provide the very best customer service they possibly could under the circumstances. 

That was the opportunity.  What did they do instead?  They basically refused to communicate with us.  At every opportunity, they balked; did not answer emails; did not answer phone calls; did not offer reimbursement.  As we found out later, they did not even pay the towing company who moved their van off the Interstate.  Instead, they focused on how to limit their potential liability by withholding as much information as humanly possible.  They refused to let us even come to the site and examine our stuff.  We found out the day before, thanks to our insurance company, that we would be able to see our stuff on Friday if we flew to Albuquerque and rented a car to drive to Continental Divide.  There we discovered the charred remains of our things.  And, we discovered that nothing had been done for an entire month to protect our things (or those of the other two ex-patrons who shared the misfortune of choosing this moving company).  What was left of our clothes, photos, furniture, etc. was all open to rain, wind, and passersby for over a month.  

Continental Divide is a fitting metaphor for the choice that a company faces when they make a BIG mistake.  They can admit the mistake and do everything in their power to make it right to the customer.  Or, they can do everything in their power to continue to screw the customer in order to save costs, face, and limit liability.  

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