Corporate apologies: An appreciation

Product Design, Writing

Imsorry

I have a small collection of corporate apologies.

I think software companies in particular are getting quite good at apologies. (Whether they're getting better at not doing things they should apologize for is another matter). Modern software companies generally expect to move quickly and to have relatively transparent communication with their users (at least compared to pre-Internet corporations). Both of these expectation mesh well with good apologizing.

I'm interested in corporate apologies for three reasons.

First, many of the apologies I've collected come from companies whose products I use, like Netflix, EVE Online, Flickr, and Airbnb.

Second, I work for very similar companies, and so while I hope to avoid it by never screwing up, it is entirely possible I'll be in the position of having to write such an apology one day. If that happens, I'd like to do a good job.

Finally, I love looking at different genres of writing. I think of corporate apologies as a very specialized genre, one that is usually written under a great deal of stress (because it usually follows something unpleasant happening), to an unusually critical audience (the apology is happening because some people are very unhappy), in a short period of time (an apology is best delivered as soon as possible). 

Here's a few of my favorites:

1. Path apologizes for mishandling user data.

We are sorry.We made a mistake. Over the last couple of days users brought to light an issue concerning how we handle your personal information on Path, specifically the transmission and storage of your phone contacts…. 

2. EVE online apologizes for not listening to the community

Dear Followers of EVE Online,

The past few months have been very humbling for me. I’ve done much soul searching, and what follows is my sincere effort to clear the air with all of you. Please bear with me as I find my way through. 

The estrangement from CCP that many of you have been feeling of late is my fault, and for that I am truly sorry. There are many contributing factors, but in the end it is I who must shoulder the responsibility for much of what has happened…. 

3. Netflix apologizes for a price hike and announces a plan to split the company in two, and then backtracks and apologizes for that.

I messed up. I owe everyone an explanation. 

It is clear from the feedback over the past two months that many members felt we lacked respect and humility in the way we announced the separation of DVD and streaming, and the price changes. That was certainly not our intent, and I offer my sincere apology. I’ll try to explain how this happened…. 

Followed by:

DVDs will be staying at netflix.com It is clear that for many of our members two websites would make things more difficult, so we are going to keep Netflix as one place to go for streaming and DVDs….

4. Airbnb apologizes for a truly horrific rental experience and their handling of the aftermath

Last month, the home of a San Francisco host named EJ was tragically vandalized by a guest. The damage was so bad that her life was turned upside down. When we learned of this our hearts sank. We felt paralyzed, and over the last four weeks, we have really screwed things up. Earlier this week, I wrote a blog post trying to explain the situation, but it didn’t reflect my true feelings. So here we go….

5. Livejournal apologizes for overzealous enforcement of policy violations

Well we really screwed this one up…

For reasons we are still trying to figure out what was supposed to be a well planned attempt to clean up a few journals that were violating LiveJournal's policies that protect minors turned into a total mess. I can only say I’m sorry, explain what we did wrong and what we are doing to correct these problems and explain what we were trying to do but messed up so completely….

6. Flickr apologizes for the mistaken removal of a photograph

I have to be a little quicker than I'd like because I'm writing this on a Treo in a car in the desert, coming back from a vacation (I'm not driving – no worries). I've gotten the whole back story from the team and have read the forums, various Flickr groups topics and blog posts on this topic (as of a few hours ago), so I have a pretty good idea that we screwed up — and for that I take full responsibility (actually, several team members are fighting to take responsibility)….

These are all worth reading, take a little time to check each of them out.

Each of these apologies get the basics right. They're from a specific person (usually the CEO or similar figure) and written in plain, direct language with an admiral minimum of corporate-ese. All of them contain some variation of  "We screwed up."

The EVE online apology and the Flickr apology are probably the most personal (which makes sense given the history of those two companies), but none have that strangled sound we've come to expect from a canned, PR-approved response. Which is not to say PR people weren't involved — only that good ones were.

All of them contain some variation of "I take full responsibility," so there's no pushing of blame onto another party. Most include explanations of what went wrong, why it went wrong, and what the company intended to do about it. On the other hand, the first Netflix apology contained a remedy (splitting the company in two) that was arguably worse than the initial problem (essentially a price hike). The lesson here is probably: don't get too fancy with your remedy, and don't let it get hijacked by some other corporate priority.

Context is also interesting. All of these were posted in the company blog, rather than a separate press release. Flickr's is a little different since the initial apology from Stewart came in an active community thread, and then was reposted in the official blog.

I've talked mostly about the apologies themselves, but, as most of the apologies themselves point out, actions subsequent to the apology also matter. 

Do you have a favorite corporate apology? I'll add it to the list.

Added 4/16/2012

Here's one found by Andrew Sandler, from RunKeeper, a fitness tracking app:

With all of this good stuff happening, we wanted to write this post because we feel like we owe you an apology.  You see, we have always prided ourselves on being a user-driven company.  A company that cares about your feedback.  A company that makes decisions with you, our users, in mind. We feel like recently we started to stray from those values.  We spread ourselves too thin.  We had too many initiatives going on at once.  And most importantly, we stopped listening to our users as much as we should be. 

 

I'm sorry photo CC by shandopics

The 10 Best Books I Read in 2011

Book Review, Books

This is a list of the best books I read in 2011. The list is not a Top 10. For one thing, it's not in order. Also, not all of the books were published in 2011, though more of them were recent than is typical for me. All of these are books I read for the first time this year: I do a lot of rereading, but none of the reread books struck me as strongly as these did.

  1. Ship Breaker (Paolo Bacigulpi)
    Absolutely the best novel I read this year. I enjoyed the one previous book of his I've read (The Windup Girl) but it did seem a little bit as if he were trying too hard to be dark. Ship Breaker has no such problems. It's ostensibly Young Adult, set in a post-apocalyptic (weather apocalypse version) Lousiana and starts among gangs of ragged youth breaking down old oil tankers for scrap piece by piece. The world-building is perfect, the structure is a concise, perfectly executed update of a classic adventure novel (Kidnapped or Treasure Island) and I would recommend it to anyone. 
     
  2. Zero History (William Gibson)
    Finishes up the Blue Ant / Hubertus Bigend trilogy. When the trilogy started it felt lighter than the previous trilogies; having recently reread them all, I think it stand up very well. Plus, this one is largely about pants, and I appreciate a writer that can take pants seriously. 
  3. What Technology Wants (Kevin Kelly)
    Still mulling this one over. Kelly has a manic mix of total full-on messianic tecnology changes everything woo, but is more grounded (and more literate) than 99% of people with equivalent tecnophile woo. If you want a taste, go read this post on how few technologies truly die out. If you think that's neat, you'll like this book. 
  4. A Night in the Lonesome October (Roger Zelazny & Gahan WIlson)
    Weird & wonderful. I have a soft spot for books narrated by dogs. Gahan Wilson does the illustrations, he's a gem. This is an older book I would never have heard about without Jo Walton's series of book reviews on Tor, she has a knack for highlighting semi-forgotten books that deserve to be read. 
  5. I Shall Wear Midnight (Terry Pratchett)
    Another adult novel. I think the Tiffany Aching books are Pratchett's best works. They have a different tone than the other Discworld novels, and stand alone while working within that world. I think somehow they feel more serious (even though the Discworld novels have tackled some quite serious topics), possibly because Tiffany herself is never played for laughs, though funny things do happen around her. Especially when the Feegles are involved. 
  6. Nobilis: The Game of Sovereign Powers (R. Sean Borgstrom)
    This isn't a novel, it's a very strange role-playing game in an extraordinarily beautiful physical book. It's disastrously out of print, tend to go for more than $100 on eBay, and I was lucky enough to find out about it by actually getting to play it at a friend's house, though briefly. I was hooked. I am one of those people who buys gaming books just to read them sometimes (sorry) and this book is a perfect example of why that is a terrible, and yet irresistible habit. On the one hand, it's an interesting game, and should be played. On the other, it's a grand and lunatic work of plotless fiction. Ask nicely, and I may let you look through it. 
  7. Empire of Liberty: A History of the Early Republic, 1789-1815, Oxford History of the United States (Gordon S. Wood)
    I am in love with the Oxford US history series. This one and the next are long, cover basically everything, and are pretty well paced considering how complete they are attempting to be. If, like me, your understanding of US history between the Constitutional Convention and the War of 1812 is "something something XYZ affair something" then this will get you caught right up. My personal takeaways are mostly about how tenuous the early republic was: all worried about a return to monarchy, re-absorption by England (or some other power), or just falling apart into pieces altogether. From our point in history it all seems so inevitable, but really, none of it was. 
  8. What Hath God Wrought: The Transformation of America, 1815-1848, Oxford History of the United States (Daniel Walker Howe)
    Still in love with the Oxford US history series. Lots of juicy stuff here about the increasing role of religion in public life, our emergence as an imperial power, and the truly terrifying white supremacist edge to it all. It's a pretty dark era, with few real heroes: William Lloyd Garrison, Frederick Douglass, the early abolitionists and activists against Indian genocide. But the presidents are a pretty nasty lot: Jackson (evil), Van Buren (inept), Harrison (dead), Tyler (useless), Polk (imperialist). John Quincy Adams comes across well. Reading about the "acquisition" of California was fun, though, as I now know the genesis of about 50% of the street names in my neighborhood. 
  9. Reamde (Neal Stephenson)
    Probably not one of his important books. Totally one of his fun books. And sometimes, it's OK to have a really long, highly improbably adventure story written by a weapons-obsessed nerd. I'm also becoming convinced that, much as many novelists needed to get a 9/11 themed novel out of their system in the last decade, some novelists need to get a World of Warcraft novel out of their system. This is Neal's, and that's just fine. 
  10. Finder: Voice (Carla Speed McNeil)
    Finder is one of those graphic novel series that fans get obsessive and evangelical about, and yet somehow most people have never heard of. It's science-fiction with heavy fantasy overtones, is written in this incredibly layered and dense way while having art that is clean and simple and spare and somehow pulls off tricks like having whole clans of characters that are near-clones of each other, and yet you can tell them apart on the page. If you haven't read any Finder, start with the new Dark Horse collected editions, but when you've read those, read this one next. 

There are 3 nonfiction books and 7 fiction books on this list. One of the fiction books is a graphic novel, one is an illustrated novel, two are marketed as Young Adult, and one is a game. Almost nothing takes place in the present-day real world, I do tend to science-fiction, fantasy, and history. The YA fiction is fully the equal of the "adult" fiction, and these days I appreciate a well-done "slight" novel as much (or more) as a more ambitious work.

What I’m thinking about this week

Books, Clothing & Costume Design, Games, Graphic Design, History, Inspiration, Not Design, Product Design, Writing

Photo

  1. Boots! In January 1996, I was in London briefly, following a semester at Glasgow University. I bought a pair of Dr. Marten’s boots from the flagship store in . They were a sort of wingtip half boot, and I loved them. That’s them up on the right there. I’ve owned various boots over the years, and these were worn more and over a longer period of time than any others. Only a pair of boots acquired from Stompers in the 90s came close. The latter have been relegated to “garden use only” for a while now, and the Docs are just thrashed. Neither model is still made (though there are some things that come close). So last week, we went over to the Haight St. and I picked up a pair of Langstons in burgundy. And I’m in love all over again …
  2. Liberty Leading the People by Delacroix. Despite being married to someone who knows a great deal about art history, I basically knew nothing about this painting or the painter (though I knew the image). I listen to the wonderful In Our Time BBC podcasts, so I got a thorough introduction from Melvyn Bragg’s usual group of slightly dotty British academics. 
  3. The history of finance, and investment theory. Not my usual area, but I’m being guided by Adam Nash’s personal finance reading list and working my way through one by one. 
  4. Visual (and to some extent audio) design in classic science-fiction movies. (And one newer one.) The ones with the white palettes, san serif typefaces and shininess.  Think 2001 and Saturn 3.  Also Tron Legacy, but the shiny white bits rather than the glowy black bits. Plus sinister computer voices like Hal and GladOS from Portal. The fun part is this relates to the previous item (at least in my head).
  5. How most of the important developments & conflicts in online identity & authentication were predicted (sort of ) by Max Headroom. 
  6. Occupy Wall Street. There’s a lot to think about, but this post pointing out how strangely some of the OWS dynamic echoes Bruce Sterling’s 1998 book Distractions I had to reread it. Sterling has a knack for predicting future socio-political events in ways SF doesn’t usually quite do (see: drone assassinations in Islands in the Net). Distractions isn’t nearly as good a book as Islands in the Net, but it has it’s moments, and it certainly resonates today:

    “Why are there millions of nomads now? They don’t have jobs, man! You don’t care about ‘em! You don’t have any use for ‘em! You can’tmake any use for them! They’re just not necessary to you. Not at all. Okay? So, you’re not necessary to them, either. Okay? They got real tired of waiting for you to give them a life. So now, they just make their own life by themselves, out of stuff they find lying around. You think the government cares? The government can’t even pay their own Air Force.”

    “A country that was better organized would have a decent role for all its citizens.”

    “Man, that’s the creepy part — they’re a lot better organized than the government is. Organization is the only thing they’ve got! They don’t have money or jobs or a place to live, but organization, they sure got plenty of that stuff.”

The secret origin of “log in”

History, Identity, Not Design

We do it dozens of times a day, every day, but why do we call it logging in?

“Log in” is one of those phrases that sounds weirder the more you say it. It’s ubiquitous in online life, though it does seem like it’s being slowly overtaken by “sign in” [note 1]. But where does the phrase come from in the first place?

Clearly, a job for the Oxford English Dictionary. Luckily you can usually access the online OED through your local public library site. Thanks, libraries!

Old_terminal
Representative terminal, not actually a CTSS terminal, CC LevitateMe

The OED’s earliest listed usage of “log in” in the modern sense of “to open one’s on-line access to a computer” is from the 1963 publication Compatible Time-Sharing System from the MIT Computation Center. [2]  I’m not sure if this is truly the first usage of “log in”, but it would make sense if it was, as CTSS, started in 1961, was arguably the first time-sharing operating systems, and so possibly the first system that you needed to log in to. (Before that we only had batch processing systems).

Whether it was CTSS or a similar system, I envision an engineer, probably at MIT, somewhere between 1959 and 1961, needing to describe a new user command for the system they were creating.We get a lot of neologisms from these situations, and it’s very possible log in dates from just this moment in history.

Ctss_login
CTSS Timeshare: A Programmer’s Guide, MIT press

It’s also possible that “log in” was used in a non-computer sense before time-share systems, but I haven’t seen it in print. But of course the “log” part, meaning to record something or someone, predates computers by hundreds of years.

Whaling_log
Ship’s log CC David Churbuck

That usage is in turn a shortening from entering something into a “log-book”, or ship’s log, (or captain’s log, if you’re in Starfleet) which the OED defines as:

A book in which the particulars of a ship’s voyage (including her rate of progress as indicated by the log) are entered daily from the log-board.

The first listed usage of log-book or  logbook is from roughly 1689 ( J. Moore’s  New Syst. Math). By travelling back 250 years in time, we’ve gone from identifying ourselves within a computer system to entering the speed of a sailing ship into a book.

But why was it called a logbook? Because of this apparatus here, variously called a chip log, ship log, or log:

Log_line_1
Chip log log line, & reel, CC Kate’s Photo Diary

A log! Or at least, a piece of heavy wood, attached to a knotted rope. Which you throw overboard and time how many knots go by for a set period of time, or, as Wikipedia describes it:

When the navigator wished to determine the speed of his vessel, a sailor dropped the log over the stern of the ship. The log would act as a drogue and remain roughly in place while the vessel moved away. The log-line was allowed to run out for a fixed period of time. The speed of the ship was indicated by the length of log-line passing over the stern during that time.

This is also why we still measure nautical speed in knots. So, when you next log in to Facebook or Gmail, think about big hunks of wood being thrown off the side of a ship to measure speed.

P.S. This was fun and entertaining for me to put together, but I’m sure there are holes and inaccuracies. If you know more about the origins of “log in”, please chime in with comments, and I’ll update accordingly!

Update 8/6/11: In a comment, Andrew Durdin points to some non-computer uses of “log in” from the 1950s. Awesome!

Note 1:  A couple of years ago I did a survey of top websites in the US and UK and whether they used “sign in”, “log in”, “login”, “log on”, or some other variant. The answer at the time seemed to be that if you combined “log in” and “login”, it exceeded “sign in”, but not by much. I’ve also noticed that the trend toward “sign in” is increasing, especially with the most popular services. Facebook seems to be a “log in” hold-out. Login_survey

If the whole “sign in” vs. log in” debate is interesting to you, there are some debates here and here. My personal feeling is that either is fine, but “sign in” is marginally more friendly and probably the preferred usage, though I’ll miss the nautical association. On the other hand, I feel strongly that “login” as a verb is an abomination and not to be tolerated under any circumstances.

If you’re really interested, you might start noticing where sites show their own evolutions and inconsistencies of usage. For example, Twitter’s web UI uses “sign in” but the URL says “login”. But now we’re probably reaching the outer limits of obsession and should stop.

Note 2. Here’s a PDF of a CTSS manual from 1964. There’s an underlined “log in” on page 6.
Interestingly, CTSS is also the system that gave us the first email system, as described by Errol Morris in his history of his brother’s role in the creation of that system. The Wikipedia history of CTSS is pretty fascinating stuff as well, and contains links to oral histories of the creation of CTSS and Multics (the precursor to Unix).

 

 

 

Moral panics & things that we know that aren’t so

Not Design

Poison candy image CC by Robbi Baba: http://www.flickr.com/photos/robbibaba/1818901960/

I’ve been thinking about moral panics. A moral panic is “the intensity of feeling expressed in a population about an issue that appears to threaten the social order.”

There were a series of moral panics that I remember from my childhood and adolescence. In some ways the 1970s and 1980s seem like a golden age for moral panics (D&D is satanic! Rock lyrics are dirty!) but there were a set that seemed different, in part because they had more specific trigger incidents, and so seemed more concrete.

I’m thinking of:

  1. The Central Park jogger case, predator youth, and “wilding” (1989)
  2. Satanic ritual abuse, especially the McMartin preschool trial (1983)
  3. “Crack babies” (1980s)
  4. Poisoned Halloween candy (1970s and 1980s)

All of these were the subject of endless sentationalstic media coverage. All became linked to larger narratives of how terrible our society had become. All resulted in significant legal and societal changes aimed at combatting these terrible scourges (or punishing the perpetrators of the scourges). Wilding was used as justification for harsher sentencing for juvenile offenders. Ritual abuse led to background checks and fingerprinting for daycare workers. Women who used cocaine during their pregnancy had their children taken away or were prosectuted and jailed. And anyone who grew up in the 70s and 80s knows how much fear of poisoned candy was instilled in our parents, leading many of them to stay up late checking our candy (and throwing away the homemade brownies from the nice old lady down the street).

And of course all of these things basically didn’t happen. A confession and DNA evidence from another (adult) suspect led to the vacation of the convictions of the teenagers (most of whom had already seved their sentences) in the Central Park jogger case. In almost all cases of alleged daycare abuse worldwide, either charges have been dropped or convictions overturned. Babies born of mothers who did cocaine while pregnant are nowhere near as badly off as predicted. And Halloween candy? Only one case every found, and not from a stranger (the kid’s father poisoned his candy).

We’re still living with the results of these moral panics. While many (though not all) of the individuals wrongly charged have had their names cleared, the laws passed and social habits formed haven’t really gone away. In part that’s probably because lots of people don’t know these stories have been falsified (falsification is harder to sensationalize), but I suspect that even if most people did know, societal inertia makes it hard to change things that have been normalized, and now seem common sense.

These are (relatively) straightforward cases. The convicted youths did not attack the jogger. Cocaine is no more (and no less) harmful to fetuses than other drugs (and probably less than alcohol). While some sexual abuse of children has no doubt happened at a daycare center, there were no Satanic cults, and no epidemic of abuse. No one has ever died from poisoned Halloween candy from a stranger. Most moral panics are probably not falsifiable; they may be triggered by a real incident but lead to overreaction.

Also, not all moral panics are about evil criminals. The 1980s also saw a backlash against “frivolous lawsuits”, and the most talked about frivolous lawsuit of all is the famous McDonald’s coffee incident. Which also may not be how it was represented at the time.


 

How do you know that something’s a moral panic when it’s happening? I’m not sure. For me, it helps to think about the things that I used to know were true, that I now know aren’t.

Poison candy photo CC by Robbi Baba

 

 

San Francisco through other eyes

Inspiration, Music, Not Design, San Francisco

An indulgence: seeing my home, San Francisco, through other eyes. With music and video.

One. Mike Skinner visits briefly.


 

Two. The Yeah Yeah Yeahs bust out of the Warfield (presumably) and wander (with some magic geography jumps) through a rainy downtown.


 

The latter captures, perfectly, how magical this city can be, especially when it's damp and rainy and you're wandering downtown at night. (With your leather on.)

 

 

 

Tired of mediated online commerce?

Interaction Design, Product Design

Mediated

A few weeks ago, I posted on Facebook that I was “tiring of mediated online commerce.” It was a bit of a flip comment, probably in response to seeing too many headlines about the Groupon IPO, Google Deals, Facebook Deals, etc. I wasn’t entirely sure what I meant, so I had to go back and think about why I responded that way.

INtrospection time! I think serious introspection (deeper than “I like X but not Y”) has become an underused tool for designers & researchers. Yes, we are not always representative of other users — but who is? We are all unique snowflakes! But I know myself really well. And I can ask myself no end of nosy questions without being too intrusive. So, with the obvious & tedious caveat that I may not be representative of other unique snowflakes out of the way, I can forge on.

First point: I can’t be too tired of mediated online commerce, because I buy stuff online, all of which is mediated in some way or other, and often I enjoy it. Accentuate the positive: what online purchases have I made recently that have made me really happy? Turns out there’s a bunch.

Kickstarter

Kickstarter. But wait, you say–kickstarter isn’t e-commerce! Well, it isn’t. It’s a way of funding projects you believe in. And yet … I’ve given money to a bunch of projects. In one case, Syzygryd, I was just helping a bunch of awesome people put together a crazy interactive sound-fire-light-sculpture thing, but I did get a bunch of stickers & a tag. Which I treasure! And in another case my wife beta-tested a custom dress service. Beta-testing was the main point. But in the end we paid money for a nice dress! So in at least some cases, Kickstarter feels like commerce, if of a very particular kind. It is mediated (they handle the money & facilitate communication between funders & the project), but what it feels like is a direct connection between you and a project you believe in. Plus sometimes you get stuff. I love funding Kickstarter projects, and usually feel a great deal of attachment to the ongoing project long after the initial project has finished.

Bandcamp

Bandcamp. Definitely commerce. You pays your money, you gets some music. But the experience is pretty similar to Kickstarter — it fosters a very close connection between fan and musician. Often musicians offer different levels of purchase for an album — a cheap download, a CD with packaging for a little more, a deluxe set with a bunch of schwag for even more. Bandcamp also encourages musicians to sell in a “name your price” style — set a minimum price but allow fans to pay more if they like. Which they often do — I usually put in at least a few bucks extra, sometimes more.

Another thing Bandcamp and Kickstarter have in common is fee transparency. It’s very easy for a buyer to figure out what the seller is being charged. If part of your goal is to support an artist or project, not just get a good deal, it’s helpful to know they aren’t getting ripped off.

Airbnb

AirBnB. Mediated commerce! Really, it feels like the early days of eBay, when buying stuff from a stranger was new & exciting. Maybe a little risky. In this case you’re renting someone’s room or house — they could be anybody! So making a personal connection with them (as well as looking at reviews & etc.) is a big deal. And, in my case, you find you start reacting to the people you’re thinking of renting from as well as the space. Which is that personal connection thing again.

Betabrand

Individual storefronts. I like paying with PayPal for individual merchant storefrontswhen I can so as to avoid creating new accounts or entering credit card numbers. One of my favorites is Betabrand — they have site with a lot of personality. And they make great pants. I’ve been pretty obsessive about unsubscribing from commercial emails lately, but these guys I make an exception for. I’m excited to get an email about new pants. Interestingly, they’re the only case I can think of where display advertising played a psoitive role in a buying decision–I’m not sure I ever clicked on one, but their Facebook ads did keep them in my mind when I decided to go shopping for pants.

A few more:

  • Buying things on eBay old style: vintage auctions! Here I don’t form a personal connection with the maker, but I might form one with the seller. And after all these years it’s still nice to open up a hand-addressed package from a faraway place to find an old Traveller module from 1982.
  • Square. Not online, in person! But really, they’re so dang slick they make getting a receipt fun. And the card case app is intended to make a closer connection with regular in-person haunts.

These are the online (ish) commercial transactions that have made me happy over the last few months. The merchants I’ve done business with these ways are also some of the few for which I haven’t unsubscribed from all emails. (Although in some cases I have unsubbed from the mediating services email — e.g. Airbnb’s.) What do they have in common?

With the exception of some merchants who use Square, they are not regular, day-to-day necessities. These are fun purchases. Not necessarily luxuries (those vintage auctions are cheap if you stay cool), but definitely fun stuff. But I do feel happier about them than, say, buying a few MP3 albums on Amazon.

Why? What do all these transactions have in common?

  • They all represent a real connection with an individual or small company. Whatever services are mediating the transaction, they’re not interfering with that connection.
  • More specifically, my communications are with the individual / project / company, rather than any mediating service. (This is fuzzy, as some services do a bit of “I am sending you an email on behalf of X”. It really comes down to feel.
  • I feel like money is going to the individual or small company I have connected with. I don’t feel like I’m getting a deal at their expense 9this is where fee transparency is helpful).
  • In many cases I feel like I have a stake in the success of the individual / project / company beyond the specific transaction. Even if I never make another purchase, I might want to keep up with what’s going on. I’d feel bad if the company went down or the project was a failure. I’m invested in their success!
  • Individuality. All mediating services place some limits on a merchant’s ability to have a unique experience, but these all do so in fairly limited ways. The more restrictive services (Airbnb, eBay) still let some personality through. PayPal and Square only really limit the payment experience, which is not where most merchants want to show their character anyway. Bandcamp in particular lets musicians customize their pages very heavily, and in fact is happy to have their brand fade into the background and make it entirely about the musician / fan connection.

So, after all that introspection, I guess what I really meant was:

I’m not at all tired of mediated online commerce that helps me make personal connections with vendors, that allows the personality of individual vendors to come through, that allows me to support vendors in monetary and non-monetary ways,  that allows me to communicate directly with vendors, and that helps give me a personal stake in the vendor’s success.

Bits and pieces from Reality is Broken

Book Review, Books, Games, Product Design, Quotes

Another book finished: Reality is Broken: Why Games Make us Better and How they can Change the World by Jane McGonigal. I've seen Jane speak at SXSW — she's phenomenal. The core ideas are not new to me (because I've seen her speak), but she fleshes them out in more detail & adds some nuance and research. Which is nice, and increasingly rare for a Current Thinky Book — I'm getting frustrated by books that don't have anything more to say than what the author's 20 minute TED talk said.

Anyway, these are the bits that caught my eye. More definitional & pragmatic, so more from the front of the book–the back of the book is more the world-changing ARG stuff, which is fine but not what I'm looking for right now.

First, an examination of two related concepts: hard fun and fun failure. (Funnily enough a Berenstein Bears book I was reading with my daughter also covered hard fun.)

Hard fun is what happens when we experience positive stress, or eustress (a combination of the Greek eu, for "well-being," and stress.) From a physiological and neurological standpoint, eustress is virtually identical to negative stress: we produce adrenaline, our reward circuitry is activated, and blood flow increases to the attention control centers of the brain.  (p 32)

But without positive failure feedback, this belief is easily undermined. If failure feels random or passive, we lose our sense of agency—and optimism goes down the drain. As technology journalist Clive Thompson reminds us, “It’s only fun to fail if the game is fair—and you had every chance of success.”
That’s why Nicole Lazzaro spends so much time consulting with game developers about how, exactly, to design failure sequences that are spectacular and engaging. The trick is simple, but the effect is powerful: you have to show players their own power in the game world, and if possible elicit a smile or a laugh. As long as our failure is interesting, we will keep trying—and remain hopeful that we will succeed eventually. (p. 67)

Next, some detail around Your MP's Expenses, a crowdsourced investigation by the Guardian after the UK expenses scandal (you may remember the floating duck island incident):

The game interface made it easy to take action and see your impact right away. When you examined a document, you had a panel of bright, shiny buttons to press depending on what you’d found. First, you’d decide what kind of document you were looking at: a claim form, proof (a receipt, invoice, or purchase order), a blank page, or “something we haven’t thought of.” Then you’d determine the level of interest of the document: “Interesting,” “Not interesting,” or “Investigate this! I want to know more.” When you’d made your selection, the button lit up, giving you a satisfying feeling of productivity, even if all you’d found was a blank page that wasn’t very interesting. And there was always a real hope of success: the promise of finding the next “duck pond” to keep you working quickly through the flow of documents.
A real-time activity feed showed the names of players logged in recently and the actions they’d taken in the game. This feed made the site feel social. Even though you were not directly interacting with other players, you were copresent with them on the site and sharing the same experience. There was also a series of top contributor lists, for the previous forty-eight hours as well as for all time, to motivate both short-term and long-term participation. And to celebrate successful participation, as well as sheer volume of participation, there was also a “best individual discoveries” page that identified key findings from individual players. Some of these discoveries were over-the-top luxuries offensive to one’s sense of propriety: a £240 giraffe print or a £225 fountain pen, for example. Others were mathematical errors or inconsistencies suggesting individuals were reimbursed more than they were owed. As one player noted, “Bad math on page 29 of an invoice from MP Denis MacShane, who claimed £1,730 worth of reimbursement, when the sum of those items listed was only £1,480.”
But perhaps most importantly, the website also featured a section labeled “Data: What we’ve learned from your work so far.” This page put the individual players’ efforts into a much bigger context—and guaranteed that contributors would see the real results of their efforts. (p. 222-223)
What I like about that is how easily you can imagine applying some of these things to non-investigative crowd-sourcing situations.
Also on crowdsourcing, a warning against building in compensation schemes:

The logic behind these practices is that if people are willing to contribute for free, they'll be even happier to contribute when they're compensated. But compensating people for their contributions is not a good way to increase global participation bandwidth, for two key reasons.

First, as numerous scientific studies have shown, compensation typically decreases motivation to engage in activities we would otherwise freely enjoy. If we are paid to do something we would otherwise have done out of interest–such as reading, drawing, participating in a survey, or solving puzzles–we are less likely to do so in the future without getting paid. Compensation increases participation only among groups who would never engage otherwise–and as soon as you stop paying them, they stop participating.

Second, there are natural limits on the monetary resources we can provide in a community of participants. Any given project will have only so much financial capital to give away; even a successful business will eventually hit an upper limit of what it can afford to pay for contributions. Scarce rewards like money and prizes artificially limit the amount of participation a network can inspire and support. (p. 242-3)

Finally, an explicit crowd-sourcing=MMORPG analogy with Wikipedia:

Second, Wikipedia has good game mechanics. Player action has a direct and clear result: edits appear instantly on the site, giving users a powerful sense of control over the environment. This instant impact creates optimism and a strong sense of self-efficacy. It features unlimited work opportunities, of escalating difficulty. As the Wikipedians describe it, "Players can take on quests (WikiProjects, efforts to organize many articles into a single larger article), fight boss-level battles (featured articles that are held to higher standards than ordinary articles), and enter battle arenas (interventions against article vandalism)." It also has a personal feedback system that helps Wikipedians feel like they are improving and making personal progress as they contribute. "Players can accumulate experience points (edit count), allowing them to advance to higher levels (lists of Wikipedians by number of edits)." (p. 230 -1)

Bits and pieces from Empire of Liberty

Book Review, Books, History, Not Design, Quotes

I just finished Charles S. Wood's Empire of Liberty: A History of the Early Republic, 1789-1815. It's an awesome book, and since I don't think any American history from this period stuck in my head from school more than "blah blah XYZ affair blah blah Hamilton Burr duel blah War of 1812" I really needed to read it.

Three unrelated quotes struck me enough to preserve. The first is Madison's description of Jefferson, which I think could apply to half the genius geeks I know. (Or me, excepting the genius part.)

Madison knew his friend and knew that Jefferson's fanciful and exaggerated opinions were usually offset by his own very practical and cautious behavior. As Madison later remarked, Jefferson had a habit like "others of great genius of expressing in strong and round terms, impressions of the moment." Indeed, it was often the difference between Jefferson's impulsive opinions and his calculated behavior that led many critics to charge him with hypocrisy and inconsistency. (p. 150)

Expressing in strong and round terms, impressions of the moment. Awesome. I love that.

The next bit starts by relating the fad of calling things "mammoth" and ties it in to a subject that will be slightly familiar to West Wing fans, the Big Block of Cheese. (I say slightly familiar because this story relates to the Jefferson cheese, and the West Wing episode to the follow-up Andrew Jackson cheese.)

The most exciting scientific find of the period was Charles Wilson Peale's exhumation in 1801 near Newburgh, New York, of the bones of a mastadon, or mammoth. Peale displayed his mammoth inhis celebrated museum and in 1806 painted a marvelous picture of what was perhaps the first organized scientific exhumation in American history. Peale's discovery electrified the country and put the word "mammoth" on everybody's lips. A Philadelphia baker advertised the sale of "mammoth bread." In Washington a "mammoth eater" ate forty-two eggs in ten minutes.  And under the leadership of the Baptist preacher John Leland, the ladies of Cheshire, Massachusetts, late in 1801 sent to President Jefferson a "mammoth cheese," six foot in diameter and nearly two feet thick and weighing 1,230 pounds. The cheese was produced from the milk of nine hundred cows at a single milking, with no Federalist cows being allowed to participate. The president welcomed this gift from the heart of Federalism as "an ebullition of the passion of republicanism in a state where it has been under heavy persecution" (p. 393)

I do not know how the cows were checked for Federalism. Perhaps their stalls were checked for copies of the New York Post. (Did you know the New York Post was founded by Alexander Hamilton?)

I can also recommend A Big Cheese for the White House: The True Tale of a Tremendous Cheddar to folks with kids who'd like to learn more about this important cheese incident in our nation's history. It's a great book with awesome illustrations, and totally answers any practical questions you might have re: how you make a cheese that size and transport it.

Finally, a bit that tells us American politicians weren't always enemies of science:

When am American captain seized a British ship with some thirty volumes of medical lecture notes, Washington sent them back to England, saying the United States did not make war on science. (p. 544)

Slides for Pig-faced Orcs: Can designers learn anything from old-school roleplaying games?

Design Theory, Event, Games

Someday I'm going to learn to write short titles.

This talk was ridiculously fun to put together, and even more fun to present. I was surprised (and pleased) to have a chance to play some D&D (4th edition Red Box intro rules) the night before—a perfect warmup.

Many thanks to the fine organizers and attendees of the 2011 IA Summit. It was lovely.

Thinking back over the talk, I think I followed my own advice inadvertantly. Give them something to manipulate—I handed out 20-sided dice to everyone who showed up. Leave gaps & messiness—I didn't have a software example for the last point. The audience supplied great ones, so that worked perfectly.

So, here are the orcs.

Pig-faced Orcs: What designers can learn from old-school role-playing games