On the way to dConstruct: a social constructionist thought for the day

September 3, 2010

A desire to put some theoretical acro props under my vague unease with the determinist narrative of so much of our technology discourse has led me to the writing of the French anthropologist Bruno Latour. His work on the social construction of science, an ethnography of the R&D lab, has a special resonance for me, a humanities graduate who finds himself colleague to a legion of French engineers.

I’m stumbling intermittently through Catherine Porter’s translation of Latour’s 1991 work “We have never been modern“, as a prelude to David Edgerton’s “The Shock of the Old“. At times it feels a bit like eating up the broccoli before allowing myself desert, but the rich, buttery morsels like the following make it all worthwhile.

The story so far.

Latour argues that modernity, from Civil War England onwards, managed its contradictions by placing boundaries between naure and society. Thomas Hobbes, writer of the Leviathan, was taken up as a founder of political philosophy while Robert Boyle, he of the air pumps, was channelled as a natural philosopher and pioneer of scientific method. In truth both men speculated on both politics and science, but this inconsistency was whitewashed by their modern successors seeking only the pure narrative of one or the other.

And so we are today in a world still riven by CP Snow’s two cultures, where right-wing bloggers can grab acres of media coverage against climate scientists by finding just the tiniest trace of political “contamination” on the lab’s email servers.

But I wonder if the disconnection and reconnection of nature and society is also a useful way to understand some of the ideas I’m expecting to hear today at dConstruct, a conference at the cutting edge of technology and media convergence.

The 19 years since Latour published “Nous n’avons jamais été moderne” roughly spans my working life so far. I’ve witnessed the amazing things that can happen when you expose the humanities-soaked world of newspapers, books and TV to the attentions of software engineers and computer scientists. The results have been delightful and depressing, often both at the same time. Who knew back then that floaty copywriters would have to cohabit – for better or for worse – with the number-crunchers of search engine optimisation?

This fusing of the worlds of media and technology is only just beginning, and the next step is evident in the hand-held touch-sensitive, context-aware marvel of creation that is the latest smartphone.

Hitherto we have seen the the world of human-created information, the texts of the ancients and the tussles of our own times, through the pure window of the newspaper, the book, the TV, the PC screen. But the smartphone is a game-changer, like Robert Boyle’s air pump. With its bundle of sensors, of location, of proximity, and in the future no doubt heat, light, pressure and humidity it becomes a mini-lab through which we measure our world as we interact with it.

All manner of things could be possible once these facts of nature start to mix with the artifacts of society. My Foursquare checkins form a pattern of places created by me, joined with those of my friends to co-create something bigger and more valuable. My view of reality through the camera of the phone can be augmented with information. We will all be the scientists, as well as the political commentators, of our own lives. This is the role of naturalism in my “Mobile Gothic” meander.

To recycle Latour on Robert Boyle’s account of his air pump experiments:

“Here in Boyle’s text we witness the intervention of a new actor recognised by the new [modern] Constitution: inert bodies, incapable of will and bias but capable of showing, signing, writing and scribbling on laboratory instuments before trustworthy witnesses. These nonhumans, lacking souls but endowed with meaning, are even more reliable than ordinary mortals, to whom will is attributed but who lack the capacity to indicate phenomena in a reliable way. According to the Constitution, in case of doubt, humans are better off appealing to nonhumans. Endowed with their new semiotic powers, the latter contribute to a new form of text, the experimental science article, a hybrid of the age-old style of biblical exegesis – which has previously been applied only to the Scriptures and classical texts – and the new instrument that produces new inscriptions. From this point on, witnesses will pursue their discussions in its enclosed space, discussions about the meaningful behavious or nonhumans. The old hermeneutics will persist, but it will add to its parchments the shaky signature of scientific instruments.”

I don’t yet know where I stand in this picture. Am I the experimenter, his audience, or the chick in the jar?

An Experiment on a Bird in an Air Pump by Joseph Wright of Derby, 1768

A desire to put some theoretical acroprops under my vague unease with the determinist narrative of so much of our technologydiscourse has led me to the work of the French anthropologist Bruno Latour. His work on the social construction of science, anethnography of the R&D lab, has a special resonance for me, a humanities graduate who finds himself colleague to a legion of

French engineers.

I’m stumbling intermittently through Catherine Porter’s translation of Latour’s 1991 work “We have never been modern”, as a

prelude to David Edgerton’s “The Shock of the Old”. At times it feels a bit like eating up the broccoli before allowing myself

desert, but the rich, buttery morsels like the following make it all worthwhile.

The story so far.

Latour argues that modernity, from Civil War England onwards, managed its contradictions by placing boundaries between

naure and society. Thomas Hobbes, writer of the Leviathan, was taken up as a founder of political philosophy while Robert

Boyle, he of the chicks in air pumps, was channelled as a natural philosopher and pioneer of scientific method. In truth both

men speculated on both politics and science, but this inconsintency was whitewashed by their modern successors seeking only

the pure narrative of one or the other.

And so we are today in a world still riven by CP Snow’s two cultures, where right-wing bloggers can grab acres of media

coverage against climate scientists by finding just the tiniest trace of political “contamination” on the lab’s email servers.

But I wonder if the disconnection and reconnection of nature and society is also a useful way to understand some of the ideas

I’m expecting to hear today at dConstruct, a conference at the cutting edge of technology and media convergence.

The 19 years since Latour published “Nous n’avons jamais été moderne” roughly spans a working life in which I’ve witnessed

the amazing things that can happen when you expose the humanities-soaked world of newspapers, books and TV to the

attentions of software engineers and computer scientists. The results have been delightful and depressing, often both at the

same time. Who knew back then that floaty copywriters would have to cohabit – for better or for worse – with the

number-crunchers of search engine optimisation?

This fusing of the worlds of technology and media is only just beginning, and the next step is evident in the hand-held

touch-sensitive, context-aware marvel of creation that is the latest smartphone.

Hitherto we have seen the the world of human-created information, the texts of the ancients and the tussles of our own times,

through the pure window of the newspaper, the book, the TV, the PC screen. But the smartphone is a game-changer, like

Robert Boyle’s air pump. With its bundle of sensors, of location, of proximity, and in the future no doubt heat, light, pressure

and humidity it becomes a mini-lab through which we measure our world as we interact with it.

All manner of things could be possible once these facts of nature start to mix with the artifacts of society. My Foursquare

checkins form a pattern of places created by me, joined with those of my friends to co-create something bigger and more

valuable. My view of reality through the camera of the phone can be augmented with information. We will all be the scientists,

as well as the poticial commentators, of our own lives. This is the role of naturalism in my “Mobile Gothic” meander.

To recycle Latour on Robert Boyle’s account of his air pump experiments:
“Here in Boyle text we witness the intervention of a new actor recognised by the new [modern] Constitution: inert bodies,

incapable of will and bias but capable of showing, signing, writing and scribbling on laboratory instuments before trustworthy

witnesses. These nonhumans, lacking souls but endowed with meaning, are even more reliable than ordinary mortals, to whom

will is attrributed but who lack the capacity to indicate phenomena in a reliable way. According to the Constitution, in case of

doubt, humans are better off appealing to nonhumans. Endowed with their new semiotic powers, the latter contribute to a new

form of text, the experimental science article, a hybrid of the age-old style of biblical exegesis – which has previously been

applied only to the Scriptures and classical texts – and the new instrument that produces new inscriptions. From this point on,

witnesses will pursue their discussions in its enclosed space, discussions about the meaningful behavious or nonhumans. The

old hermeneutics will persist, but it will add to its parchments the shaky signature of scientific instruments.”

I don’t yet know where I stand in this picture. Am I the man in the white coat or the chick in the belljar?


Matthew Murray: what next?

August 26, 2010

Sorry, I couldn’t resist.

Interesting North is “a one-dayer of interesting, unexpected and original” stuff at Cutler’s Cutlers’ Hall, Sheffield, on Saturday 13 November 2010. It’s like the other Interestings, only in the North. Credit to Tim Duckett for making it happen.

Among other things there will be talks about Eyjafjallajökull, cake, riding side-saddle, feral children and what you can learn from Lego.

My contribution is 10 minutes on the story of Matthew Murray and James Watt Junior, on which, in keeping with the rules of Interesting, I am obliged to Deliver a brand-new talk and Share something I haven’t shared before.

Tickets are a steal at £20 for a whole day’s entertainment and enlightenment. Hope to see you there.


The Best Thing in the Helsinki Design Museum

August 21, 2010

A day in Helsinki with my wife and three lively sons included a visit to the Design Museum.

We enjoyed the permanent exhibition on the ground floor. It raised questions about what is designed and how. Also, what belongs in a design museum: Aalvar Aalto, kitchenware, ceramics, chairs, lots more chairs, and – being in Finland – Fiskars scissors and a Nokia Communicator, wooden prototypes and all. But none of these could be described as the best thing in the museum.

The sight of my boys fighting over the mouse of a virtual reality interactive of the Finnish Pavilion from the 1900 Paris World Fair definitely added an extra frisson when we moved upstairs to a whole floor filled with stunning and expensive Oiva Toikka glassware. Sensational, but still not the best.

For my money they saved the best design until last. (I mean this sincerely and not in any way to undermine the contents of this wonderful museum. I’d love to return with a little more time on my hands.)

Like many other museums and galleries the Design Museum gives visitors a sticker to show they’ve paid. Thus, outside other museums we see little clusters of discarded stickers, erupting like a disease on any available surface. Like this…

Or this…

Not so the immaculate doorstep of the Helsinki Design Museum. For just inside the doorway is a box, about the size of my smallest child. The box’s role in life is to attract coloured stickers. I say with some certainty that this was the single most interactive, participatory and engaging part of our family’s visit.

I have no idea who put the box there, whether they understood its true purpose beforehand or simply permitted it to remain once the practice emerged. I’ve seen the solution elsewhere. Maybe museum people swap tips like this at museums conferences.

Whatever the story, the originator of this solution is a true design genius. It’s simple, fun, human-centred, and it solves a social problem. Without a doubt it’s the kind of thing that belongs in a design museum.


Service Design Leeds, from Drinks to Thinks

August 4, 2010

There are lots of reasons to come along to Leeds Service Design Thinks on Tuesday 14 September. So many that it’s hard to know where to start.

I could begin with the chance to meet and chat with some of the smart and passionate service designers who made it to our first Service Design Drinks event back in June, and some more who’ll be joining us for the first time. It was a bit of a gamble to bring this format to Leeds, modelled on successful events in London, Glasgow and elsewhere, but it paid off handsomely. We discovered there’s lots going on already, and lots of interest in developing a northern community of interest around service design and design thinking.

But starting there would be to neglect the fact that on September 14 we’re giving you the chance to hear from Dr James Munro about his social enterprise, Patient Opinion, and the challenge of building better services in the NHS. James already presented his work at Service Design Thinks in London, and we know it’ll be of interest to many people working in the North. I’d give up my Tuesday evening just to hear from James.

But that might give the impression that service design is only for public services and social enterprise. It’s not. We also have my Orange colleague Kathryn Grace presenting her work on retail customer experience. As a designer for a company called Everything Everwhere, Kathryn has a unique viewpoint over in-store experiences, large-scale e-commerce and e-care, and cutting-edge mobile applications. I know she’s passionate about making all these things work together to deliver a simple and engaging customer experience. Kathryn also deserves the credit for making this whole event happen in the first place. Tero and I have played supporting roles, but hers is the main drive and motivtation behind both “Drinks” and “Thinks”.

And if you’re still wavering, consider this. Not one, not two, but three amazing speakers! For we will also hear from Professor Guy Julier of Leeds Metropolitan University. When we set up SD Leeds we wanted to explore how service design approaches could make a positive difference to the place where we live and work. So Guy’s role in the Leeds Love It Share It community interest company is right up our street. He’ll tell us about “Margins within the city” a recent community development project.

There’s no end to the fascinating questions that arise when we consider these three topics together. When designing a service, where do you start? Who do you start with? And what kind of people and processes make a new service more likely to succeed? That’s why we’ve tag-lined the event “Starting Points”.

“Service Design Thinks Leeds 01 | Starting Points” is on Tuesday 14 September, from 6pm to 9pm, at a central Leeds venue to be confirmed. You can sign up now on Eventbrite, follow us on Twitter, or find out more about this and other similar events on servicedesigning.org.

Maybe it’ll be the start of something new.


You’re in the future now, Konvergenz Boy

July 22, 2010

To my middle, most media-savvy son, the record player is the stuff of legend. Could a needle bouncing through wiggly grooves on a disc of black plastic truly recreate music as faithfully as the bits and bytes that play the part today?

On a rainy July Saturday afternoon I stagger from the loft with my old turntable and a box of vinyl dating back to the mid-1980s. For my first trick I play music the boys already know, the stuff we have as MP3s. Somehow transparency of operation makes the old technology seem more miraculous than the new.

Then we dig a little deeper into my teenage listening habits, into the stuff so embarrassing or forgettable that it never made the cut when formats flipped to CD and then over to digital. That’s where I find this forgotten future.

A follow-up to Sigue Sigue Sputnik’s “Love Missile F1-11,” “21st Century Boy” is all space hotels and acid rain. It features the news from 13th July 2011. Back in 1986 it hit number 20 in the UK singles chart, apparently. I have no memory of how it came to be in my attic.

But look closely at 21st Century Boy (Modelled, I guess, by Tony James et al.?) He is:

  • Compu-Boy
  • Phone-Boy
  • Video-Boy
  • Disc-Boy
  • TV-Boy
  • (and, um, Rocket Baby. Best not go there.)

He is clutching all the technologies that we now see clamped together in the disruptive embrace of communications, information, entertainment and education convergence.

He is old enough to be my 21st century boy’s granddad. He is Device Man, and he wasn’t far wrong.

And that’s just Side 1. Side 2 is “Buy EMI“.


Five things I’m thinking right now

July 13, 2010

Late in the last decade I promised a blog post on the idea of the prospectus, of writing about something before you write about it.  This is not that post, but I think it’s related.

I also flirted with the noble idea of writing personal weeknotes, until I researched the subject in depth and realised just how many weeks there are in year. Did you know there’s a new one every seven days? I don’t know how people, erm, manage it.

So this thing of “five things I’m thinking right now” suits me fine. It unburdens my “blog” tag in Remember the Milk, while leaving the door ajar to return to any and all of the following at some unspecified time.

Five things I’m thinking about right now:

  1. There’s a lot more to paper than books, magazines and newspapers. For example, Proboscis’s Storycubes encourage us to create six-sided, stackable, remixable stories, incredibily easily. Because there’s more than one side to every story. At the Sh! Awards we saw what happens when you let design students loose with a laser cutter. One day soon these things will be as cheap and plentiful as sewing machines. The future will be full of holes.
  2. A story is extra-strong in the place where it actually happened – even if that place has changed a lot in the intervening period. That’s why I’m hoping to do something fun with the tale of James Watt and Matthew Murray in and around Holbeck on the weekend of Heritage Open Days. Not sure quite how it’s going to work out, but it will probably involve paper, pencils, optional mobile phones, and maybe some green sand.
  3. There’s still loads of great content frozen up in old formats. I’m thinking photocopied “history of our area” pamphlets that sell for 50p in local hardware shops, typewritten family histories, meticulously indexed stamp albums and all the rest of the produce of freely-given labour. The millions of articles that have made it onto Wikipedia are just the tip of this iceberg, no, glacier, of stuff. Meanwhile there’s a new generation thirsty for stories about their ancestors, communities and cities if only they could get them in handy web-sized, location and context aware chunks. The location/old photo mash-up such as Historypin is just one way this could happen.
  4. Every storyteller starts out as a listener. When a writer and a reader get together amazing things happen in the reader’s head, including a desire to write stuff themselves. As publishing online and in print becomes easier, more readers will act on this impluse. What are the triggers that transform curiosity into creativity? How can we lower the barriers to writing, narrow the gap between reader and writer, and put more people in control of their own stories?
  5. Constant change as a characteristic of service. By which I mean, I’ve never bought into the techno-determinist myth of ever-increasing pace of change. Change has always been with us, just not evenly distributed. What has changed in the world of change is the scope for services to adapt, morph and dance in endless variations. In so doing they acquire resilience. I’m inspired by John Ruskin’s elevation of “changefulness” as a feature of Gothic architecture. No two gargolyes the same. Media and fashion products have always known this: they’re only as good as their latest edition or collection. As our communications, travel, living, heath and eduction approach a weightless state, why wouldn’t they too be reconceived as media and fashion?

And that’s my five things.


You wouldn’t burn a book, or some reflections on narrative capital

July 9, 2010

As mentioned a couple of weeks ago, I moved offices in Leeds earlier this year from Holbeck Urban Village to Clarence Dock. The stark contrast between the two areas has set me thinking about a city’s built environment and how it can make a difference to people’s lives.

First some context for those who don’t know Leeds so well. Both districts are to the south of the city centre. Both played important roles in the city’s commercial past. Holbeck, at the terminus of the Leeds to Liverpool Canal, was a manufacturing district rich in textiles, engineering and pin-making. Clarence Dock was, from 1843, the city’s main dock. By dock I do not mean a place to charge your iPod but rather, in the archaic sense of the word, a big basin of water in which ships stopped to unload and take on goods.

Both areas have been developed in the past 15 years. Therein lies the difference.

The designers of Holbeck Urban Village have deliberately reused as much as they can, breathing new life into even the humblest old buildings. Where new build has been more practical it follows original street patterns to create small, interlinked public spaces with pubs and cafes. New media businesses pump pixels in the Round Foundry complex where once Matthew Murray‘s men cast steam engines.

Across the road, Grade I listed Temple Works is at the start of an exciting revitalisation. The amazing Tower Works site will be next so long as the promised funding comes through.

Holbeck was a magical place for a historian to work in a high-tech business. I self-indulgently imagined that the world-changing importance of Industrial Revolution pioneers like Murray, his mentor the flax magnate John Marshall, and pin king Colonel Thomas Harding  could rub off on my own work as a spinner of mobile internets. I was not alone. In the last few years Holbeck has inspired many others to create art and literature based on its multi-layered history. Granary Wharf now boasts Candle House, one of the best of the rash of new tall buildings, not to mention its own urban storyteller.

A mile down the River Aire, Clarence Dock is a different story. Cleared for redevelopment earlier in the Nineties but only recently completed, it seems there is literally nothing of the Dock’s historic fabric left above ground level, though occasional warning signs hint at something more interesting below the waterline. Compelling though it is on the inside, the Royal Armouries Museum is an alien arrival. Before it came to Leeds, it was meant to go to Sheffield where its magnificent Hall of Steel would presumably have had more resonance.

Clarence Dock is all bread and circuses, the ultimate blank canvas for the retail spectacle. I took the boys down there a couple of weeks ago for a canter round the Armouries and to watch the Dragon Boat races where teams of workmates rowed for charity in vessels emblazoned with their logos. A good time was had by all, and in a good cause, yet there was a randomness, disconnected from any sense of why the water was there, or how it played a part in the life of the city.

The history of the Dock is acknowledged – literally beneath the visitors’ feet - on dockside flagstones. These words seem to add insult to injury, like sticking plasters applied to a gaping wound of the collective memory. A paving slab that says “20 Tonne Crane” is not the same as a 20 tonne crane.

I don’t mean to knock everything that’s happening at Clarence Dock. The “ghost town” tag seems overblown. And I don’t know enough of the back-story. Maybe not a single building was fit for reuse. Maybe every crane had rusted beyond repair, even as a heritage totem pole. But it seems to me that at Clarence Dock, Leeds has squandered a huge amount of its narrative capital.

By narrative capital I mean this. When a building is first made it belongs to the builder, the architect and their paymasters. They alone can tell stories about why and how it came into being in its pristine form. But over time, the balance tips in favour of the place’s users, its neighbours and even to passers-by. Their stories become the building’s stories and the building’s stories become inspirations, symbolic of the city’s authentic character. Past achievements become our achievements to be equalled and bettered. Shared memories of past sins and humiliations can be just as valuable.

In the part of the city where I live, there is a Victorian police station. A few years ago the police sensibly moved out to a corrugated fortress with ample car parking. Local residents came together to campaign to turn the redundant building into a community centre. They lost the battle but got a half-happy ending when some new-build flats were developed nearby with a space for community arts. The new-built space is great, yet a world away from what would have been had they won the old police station. It would have been less convenient, messier, but more truly owned by  the community from day one. The old police station had accumulated narrative capital which the new arts space will take years to put by.

Just about the most shocking offence against cultural life is the burning of books. Totalitarian regimes burn books to erase traces of dissent, not just to prevent transmission but to deny the existence of inconvenient ideas. To destroy a book is to destroy a story and to destroy a story is to rob human life of a little piece of its meaning. I know that buildings are not books. For one thing they take up more space. But I do believe there’s a parallel that should give us pause for thought before destroying places high in narrative capital. It’s not the long-dead architect’s freedom of expression that’s impoverished but the story-telling and meaning-carrying capacity of the whole community.

A rich environmental fabric makes a city resilient. By all means tug at loose threads, patch it up and reuse it as has happened in Holbeck. But it seems a wanton waste for any city to cut a clean swathe as big as Clarence Dock.


When too much perspective can be a bad thing

June 29, 2010

An article by my former colleague and TEDx Leeds speaker Norman Lewis reminds me of an ingenious device imagined by Douglas Adams in the Restaurant at the End of the Universe. Yes, I know you all like a good Douglas Adams quote.

First, though, listen to Norman, writing about ‘Millennials’ and Enterprise2.0 on his Futures Diagnosis blog:

The Millennial issue in the workplace has become symptomatic of the uncertainty of the ‘information age’ which exaggerates the novelty of the present at the expense of the past. This generational shift is regarded as unprecedented and a unique feature of our times. The workplace (and indeed, the world) is now divided into two periods: the past where everything remained the same with little change and the current moment with its constant change where change and disruption are incessant.

This rhetoric of unprecedented change is precisely that, rhetoric. What about the generational shift that occurred in the 1960s? The rise of the teenager in the post-War period was indeed unprecedented and had a huge impact on Western society. But did this result in the end of the enterprise as we know it? No, the exact opposite. It helped to forge the enterprise as we know it.

This is spot on. As I’ve argued before, what has changed in the last decade is the enterprise’s level awareness of stuff that has previously gone on behind its back.

Throughout the so-called “mass media” era, managers were encouraged to delude themselves that they had the attention of their employees and customers, who were in reality talking amongst themselves all along.

The web puts an end to the delusion. It acts like Douglas Adams’ Total Perspective Vortex:

… allegedly the most horrible torture device to which a sentient being can be subjected.

When you are put into the Vortex you are given just one momentary glimpse of the entire unimaginable infinity of creation, and somewhere in it a tiny little mark, a microscopic dot on a microscopic dot, which says, “You are here.”

Why is the web like this? Because of the convergence of communications, entertainment and commerce into a single seamless mass.

Once upon a time, television appeared to be an uncontested safe harbour for entertainment and commerce, the corporate-networked desktop PC a clearly bounded productivity tool. Sociability and communication happened out of sight and out of mind.

Now those things are collapsing in on each other. When commercial messages have to compete with pictures of your kids, cute kittens and plans for nights out, there is no contest. When employees openly use the same tools to converse with their peers as to conduct business it becomes clear at once that bonds of friendship are stronger than those of salaried fealty. When even the biggest brand is reduced to a fraction of one percent of searches on the web, it becomes just another microscopic dot on a microscopic dot.

These truths are not new, but the tools to discover them are.

Executives stepping out of the Vortex for the first time are understandably mind-blown. Realising quite how insignificant their businesses and products are in the lives of their consumers, they become easy prey to social media’s snake-oil salesforce, who promise to swell the ranks of their Twitter followers and guarantee instant Google gratification.

Maybe they’d do better to remember that they were young once, and that, as Adams wrote: “In an infinite universe, the one thing sentient life cannot afford to have is a sense of proportion.”


Around the city, joining the dots

June 26, 2010

I think there’s a coherent narrative to be woven between all of the following, but for now, I offer them to you as a puzzle of jumbled bullet points. Fuller posts on some of them may follow.

1. It’s been a few weeks since my colleagues and I at Orange moved offices from Holbeck to Clarence Dock. I’ve been meaning to share some photos and thoughts on the new locality, ever since I saw Mike Chitty’s blog post and Imran Ali’s interesting response, Ideas for Cities. I know that was February and this in June. I will do so soon. Just call it slow blogging.

2. For Fathers’ Day, we took a family trip on the Leeds sightseeing boat from Granary Wharf to Clarence Dock. For 20 minutes the River Aire was our Canale Grande, only without the gondolas and palazzos. Lots of cities have a river, but I reckon we could do more with ours. If you live in Leeds you should take the boat at least once, just to see the familiar from a different perspective.

3. Kathryn, Tero and I hosted Leeds’ first ever Service Design Drinks at the Midnight Bell on Tuesday. It went even better than we’d hoped. We had a broad range of interests, some fascinating conversations and new connections made, including some people who travelled a long way to take part. We can see there’s more than enough interest for us to move to the next stage with Service Design Thinks, an evening of three talks followed by an open discussion. More on that soon.

4. Mike was one of our service design drinkers. He floated the concept of an Innovation Lab for Leeds: “a process – not a place.  It usually culminates in an intense workshop to allow key thinkers, influencers, technologists and service users to come together to work intensely and constructively on developing a vision for how things could be…” Turns out Imran had already been thinking about this too. Imagining a place to imagine solutions for our city: I guess that’s meta-imagineering.

5. Finally, back in Holbeck on Thursday night Temple Works was more alive than I’ve ever seen it before, with the Sh! Awards, a prize for the region’s most promising design students run by my friends at Brahm. Having been a judge as a series of amazingly confident young designers presented their work in the edgy surroundings of the Temple Works loading bay, I’m sure the best one won. You should check out Matthew Young‘s work now, before you see it everywhere. In particular, watch his D&AD nominated winning video, The City…

So join the dots! Can tell what it is yet? if you can, please let me know.


Fact-checking the information exa-ggeration

June 8, 2010

Numbers: they can be beguiling things, especially when they tell a story we really want to hear.

The bigger the numbers the better, ideally so mind-bogglingly big that they totally overwhelm our critical faculties.

Best of all, take a series of numbers getting ever bigger: a dynamic that makes us feel as if something significant is happening before our eyes.

All of the above feature in this example from Google’s recent annual shareholders meeting:

[Chief executive officer Eric] Schmidt estimates… There are 800 exabytes of information in the world people can access on the Internet, he says, explaining that an exabyte is about 1 billion gigabytes. “Between the dawn of civilization and 2003, there were exactly five exabytes created,” he says. “We now create that every two days.”

You’ll find the precise quote about 24 seconds into this video from Google’s Investor Relations channel.

The statistic prompted this reverie from the inestimable JP Rangaswami on his blog, Confused of Calcutta:

So, while I knew that the amount of information being produced was accelerating, and that too at an increasing rate, I didn’t really have an appreciation of the scale. Now I do, and I’m grateful to Eric Schmidt for that.

Now I’m sure there are many things for which we should be grateful to Eric Schmidt, but perpetuating this five exabyte claim is not one of them. I’ve tracked down the source and it’s not very convincing. This from Language Log, back in 2003:

The canard that “Five exabytes… is equivalent to all words ever spoken by humans since the dawn of time” was repeated in this 11/12/2003 NYT article by Verlyn Klinkenborg. It’s amazing how people pass this stuff around without checking it or thinking it through: Eskimo snow words all over again, though on a much smaller scale (so far).

For leaving aside the practical question of when we date “the dawn of civilisation,” what value judgements are implied in converting the ”information” of a pre-digital world into bits and bytes?

How, for instance, do you evaluate a medieval manuscript? Its transcription into ASCII or Unicode may be a fraction of one laughing baby video but I’m not sure the comparison is very meaningful.

And what of all the other artefacts created by our ancestors? The warp and weft of their handmade clothes made unique pixellated patterns, while our machine-produced chainstore garments would be easily de-duped prior to archiving.

It’s really exciting to live in the 21st Century but breathtakingly arrogant to portray our predecessors as information poor. It feeds a narrative of technological determinism and “information overload” while blinding us to a much more enticing prospect: that people have been creating stuff since, erm, the dawn of civilisation.

As I suggested in a previous post, if we want to profit from the massive potential of new media, we’d do well to start with a little more humility and respect for the way people communicated and interacted quite happily for thousands of years without the help of mobile phones and computers.


All fingers and thumbs, an observation

June 2, 2010

User testing is always illuminating. The mirrored glass, the dimmed lights, and the unreal relay of sound from one room to the next. These things become familiar. But the users, no matter how carefully screened and segmented, are all different. They make every session both humbling and surprising.

Last week I dropped in on a test of one of our flagship products, running in prototype on a touch screen phone. The sessions I saw went well: no problems using the phone, some encouraging stuff on our product, a few issues, no showstoppers.

But then this…

  • The thumb deployed to tap links, to hunt and peck at letters in text input
  • The forefinger to slide and drag
  • Even sometimes the middle finger to scroll

And since then I’ve been watching how people treat their touch screens – some lovingly, some harshly. And the more I watch, the more I wonder if “touch” is even the right word. More like…

  • A stroke screen
  • A press screen
  • A smear screen
  • A stab screen

This amazing, visceral dexterity at once reveals the inadequacy of the previous great user interface breakthrough, that fistful of plastic, the mouse, and its faux precise on-screen avatar, the pixel-pointed arrow. The four-year-old child who was looking for the mouse behind the TV is now a six-year-old jabbing impatiently at the screen.

Microsoft Word tells me this post has a Flesch-Kincaid Grade Level of 5.1, so to all you 10-year-old mobile designers out there, this pearl of wisdom is for you.

The way we design for these screens needs to change, to consider not just the size of the screen but the hands with which people hold and control it.

  • Are they big hands or small hands?
  • Does it work as well with the left as with the right?
  • Does this component suggest fingers or thumbs?

In such choices lies the difference between user frustration and user delight.

Update 22/08/2010: Nice observations from Dan Saffer of Kicker Studios on Finger Positions for Touchscreens


Watt versus Murray, some open questions

May 26, 2010

Last Wednesday’s Ignite Leeds gave me a perfect excuse to reprise my talk, How to Get Ahead in Business the Boulton and Watt Way.

As ever, I’m grateful to Imran Ali and Craig Smith of O’Reilly for making the event happen, and to the audience at the Rose Bowl for giving me five minutes of their time. If you missed the event, all 15 presentations are now on Slideshare and there are reviews by Phil Kirby on the Culture Vulture and Sarah Harley on Guardian Leeds.

The way James Watt Junior tried to sabotage Murray’s steam engine start-up never gets old. Indeed its issues of openness in business and the rights of wrongs of intellectual property seemed especially relevant to the Ignite audience.

I want to do more with this story, but first I have some more research to do. For instance:

  • Where was Matthew Murray living when Watt’s employees visited him in 1799? His famous steam-heated house Holbeck Lodge, or “Steam Hall”, on Holbeck’s railway triangle is dated to about 1804 so it may not have been there.
  • Where were the cottages from which Watt attempted to steal the letters of defecting staff? Later in the 19th Century there were workers’ cottages on the edge of the Round Foundry complex, roughly on the corner now occupied by Out Of The Woods, but were these completed when Watt was visiting the City?
  • Why was Murray so much better than Boulton and Watt at green sand foundry work? Can we get some green sand and try it out?
  • Who was E. Kilburn-Scott, the engineer who in the 1920s sought to restore the reputations not just of Murray but also of Leeds’ cinematic pioneer Louis Le Prince? Can we take his account at face value or was he too clouded by civic loyalty to give the Birmingham firm a fair hearing?

When I can find the time between my dayjob and other outside interests I plan to spend some time in the library tracking these things down. In the mean time if, dear reader, you have either answers or questions, please let me know.


A tale of attention and abundance: Why service design matters on the new mobile web

May 15, 2010

Over the last few days I’ve had a chance to reflect on the relationship between the mobile web and service design. The more I think about it, the more I’m convinced that the two are tied together, in a way that was not the case with either the PC-based web or pre-internet mobile services.

Why? Well it goes like this…

In the beginning, was the Screen, and the Screen was a Television, and we gathered round the Television and gave it our undivided attention. And there were not many channels, so producers devoted their time and money to making good programmes in which we grateful viewers were immersed.

Then came the Web, and unlike the TV, it offered near limitless choice of sites and services. So the producers of Inter-Net Web Sites had to worry about stuff like findability, and usability, and (yuck) “stickiness”. They had competition, and we were easily bored, so they strove to give us novelty in content and agility in development. They invented SEO and pay-per-click and the Million Dollar Homepage.

Yet still all the striving happened within the bounds of the Screen. By and large the world outside the browser window was of little concern to the web designers.

Meanwhile, there were Telephones, and unlike TV and the PC-web, they existed in a world of divided attention. We made short calls in busy places, and sent hurried text messages in the gaps between other important stuff in our lives. The context of use was filled with constant distractions. As I’ve advocated here before, try using your service in broad daylight on a busy street corner, preferably in a slightly dodgy area of town, and you’ll see what I mean.

The life of a mobile service provider was a hard one, focused on finding the right customer needs and meeting them with usable solutions. Technology was fragmented and its vagaries absorbed much time and effort, but at least this meant that the few who conquered the technology could enjoy substantial rewards. The world outside the Screen was complex and confused but, compared to the wild, wild web, services were scarce and contention for “real estate” was limited.

Now, joyfully and at long last, those technical barriers to entry in mobile are melting away. Anyone can make content or services, offer them to consumers anywhere in the world, and monetise them through payments and advertising. We can experience those services on bright, light, sleek, enjoyable devices.

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Announcing the first Service Design Drinks in Leeds

May 8, 2010

Businesses and organisations the world over are seizing the chance to re-imagine the way we do everyday things, to make them more accessible, enjoyable and productive for everyone. The tools and techniques they’re using vary widely, but some of the best fall under the umbrella of service design, and its flashier cousin design thinking.

This growing interest in service design is a Good Thing. Services are important. Better ones can and should be consciously designed with the customer and user at their centre, rather than left to emerge by default.

And as interest grows it is important that practitioners, advocates and other interested parties join together in communities of purpose to share their stories, find common ground and challenge each other. It helps if this process includes beer.

All of which is a long-winded way of saying, I’m really excited to announce that we’re bringing Service Design Drinks to Leeds.

Why Leeds? Well, in addition to my employer, we reckon the city hosts a critical mass of big businesses in the telecoms, retail and financial services sectors that are, or will soon be, waking up to the potential of service design. Add to this the strong public sector presence in our city, countless smaller agencies and service providers, academics and other interested parties throughout the wider region.

Some people who remember the North’s proud industrial past look down on the service sectors, as if it were morally superior to labour down a mine or on a production line than in a hospital, shop or call centre. I think they’re wrong.  Surely it was in our cities, where people were first pressed together in great numbers, that our ancestors first faced the challenges of delivering good services – both commercial and social – repeatably and at scale.

So if Leeds, Yorkshire and Northern England are to claim a leading role in the future of the service economy we need to be building a strong and confident service design community.

The first Service Design Drinks in Leeds will take place on June 22nd at 6pm, at the Midnight Bell in Water Lane. Credit is due to Nick Marsh for creating the independent service design network and the already-successful London events. Also to Kathryn Grace and Tero Väänänen for working to bring it up the M1.

We’re aiming for an informal and lively get together open to everybody who is interested in Service Design and Design Thinking, in having inspiring conversations and in connecting with like-minded people while having some drinks.

By everybody, we mean everybody. Hope to see you there!

More info here.


If the dust doesn’t settle: Gin, Jetplanes and Transitive Surplus

April 19, 2010

More than 150 years ago John Ruskin imagined the experience of flight. Now, thanks to Iceland’s Eyjafjallajökull volcano, we can begin to imagine the possibilities without it.

Robert Paterson provocatively suggests in Volcano & Air Travel – A Black Swan? What might happen:

At the moment we are all treating this event as a temporary inconvenience. But what if this is not temporary? The last time this volcano erupted in 1821 the eruptions lasted for months… So imagine European airspace being closed until September – possible? What then?

Robert has a list of sensible ideas about the impact on airlines, on shipping and other industries. Disruption for some of them could be serious and long-lasting.

But beyond the purely economic effects what could a sustained bar on air travel mean for our working and cultural lives? It might not all be doom and gloom. To see why, let’s revisit a concept proposed by Clay Shirky, most notably in his 2008 essay “Gin, Television, and Social Surplus“.

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