SIGIA-L Mail Archives: Re: [Sigia-l] Simplicity
Re: [Sigia-l] Simplicity
On Mar 12, 2007, at 7:26 AM, David Malouf wrote:
> Also, we can't talk about "simplicity" without acknowledging that
> "simple" is a POV. How many times have we called up Tech Support to be
> told, "Do X, Do Y, Go back to X to change Z, click save, Go back to Y
> and select 1-4, Click Apply, and go back and double-click A ...
All tech support facilities, no matter where they are apparently
located, are actually located in a dingy warren of cubbyholes on the
west side of the Eighth Circle of Hell, reserved for liars. The only
way to escape from that Hell is to stop using the word 'simple' when
talking with customers. I know -- I spent 12 years there.
In my case, I decided that the best strategy for tech support was to
teach the customer the mental model we used to map our responses to
tech support questions SO THEY WOULDN'T BLEEDIN' CALL ANY MORE. And
once I was good enough at that, they did, because I had a different job.
> This might be a good time to look at Jorge's B&A article for this week
> about "Deep Context".
Forgive a relative newbie, but can you provide a bit more detail
there? Who's Jorge? What's 'B&A'? The article title sounds
interesting. (Oh -- I underestimated Google. Jorge Arango, Boxes and
Arrows (of course), http://www.boxesandarrows.com/view/deep-context.)
"The only people who value your specialist knowledge are the ones who
already have it." - William Tozier
IA Summit 2007: Enriching IA
Rich Information, Rich Interaction, Rich Relationships
March 22-26, 2007, Las Vegas, NV
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: Mon Mar 12 2007 - 14:39:33 EDT