Tag: computers

How to help someone use a [insert frustrating digital device]

Thanks to Jessamyn West for republishing Phil Agre’s advice from 1996 on how to help someone use a computer. Swap out computer for “smartphone” or “e-reader” and it’s still quite relevant. Some favorites:

Nobody is born knowing this stuff.
You’ve forgotten what it’s like to be a beginner.
If it’s not obvious to them, it’s not obvious.
Most user interfaces are terrible. When people make mistakes it’s usually the fault of the interface. You’ve forgotten how many ways you’ve learned to adapt to bad interfaces. You’ve forgotten how many things you once assumed that the interface would be able to do for you.
Explain your thinking. Don’t make it mysterious. If something is true, show them how they can see it’s true. When you don’t know, say “I don’t know”. When you’re guessing, say “let’s try … because …”. Resist the temptation to appear all-knowing. Help them learn to think like you.
Be aware of how abstract your language is.

As someone who helps people with technology for a living, both at a public service desk and in one-on-one appointments, I appreciate the reminders. One of the biggest challenges I’ve encountered is breaking through people’s technological self-hatred. A common refrain I hear from people struggling with their devices is “I know I’m stupid, but…” It drives me insane. They are not stupid. Their frustrations are almost always justified, being the result of a user interface that was not built with them in mind. What seems simple and sleek for Silicon Valley technophiles might be baffling, counterintuitive, or simply too small for the less agile fingers of the digital immigrants I encounter every day.

Agre has advice for these situations too:

Whenever they start to blame themselves, blame the computer, no matter how many times it takes, in a calm, authoritative tone of voice. If you need to show off, show off your ability to criticize the bad interface.

Oh boy, can I criticize a bad interface…

February 4, 2019 Add Comment

Cmd + Ctrl: towards smarter searching and dumber devices

Let me echo Austin Kleon’s ode to the search box:

Maybe it’s not so much the command prompt I’m nostalgic for, but the days when the computer wouldn’t do anything without me — I had to explicitly tell the computer what I wanted to do, and if I didn’t tell it, it would just sit there, patiently, with a dumb look on its face.

I really miss how computers used to be “dumb” in this way. The primary computer in my life — my “smartphone” — is too smart. It used to constantly push things on me — push notifications — letting me know about all sorts of stuff it thought I wanted to know about, and it continued doing this until I had the good sense to turn them all off. It’s dumber now, and much better.

Besides text messages and Snapchat pictures of my new nephew, I don’t get notifications on my phone and haven’t for a long time. I can’t imagine how people with news or social media apps subject themselves to the onslaught of Fresh Hell in their pockets all day.

In Information Doesn’t Want to Be Free, Cory Doctorow writes about the need to be protected from computers as they burrow further into our lives and bodies:

I want to be sure that it is designed to take orders from its user, and to hide nothing.

Take orders and hide nothing. Command and control. Pull rather than push. Make Computers Dumb Again.

Relatedly, at Mashable, “Stop reading what Facebook tells you to read” calls for consumers to break out of Facebook’s ~~detention center~~ walled garden and use a web browser to find things:

By choosing to be a reader of websites whose voices and ideas you’re fundamentally interested in and care about, you’re taking control. And by doing that, you’ll chip away at the incentive publishers have to create headlines and stories weaponized for the purpose of sharing on social media. You’ll be stripping away at the motivation for websites everywhere (including this one) to make dumb hollow mindgarbage. At the same time, you’ll increase the incentive for these websites to be (if nothing else) more consistent and less desperate for your attention.