Stability amidst change

Change is constant. And inevitable. But we also need stability. We are creatures of comfort. Change can be invigorating in short bursts, but we can only tolerate a…

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much…

Three ways to manipulate the media

This is interesting write-up about Kellyanne Conway’s media manipulation techniques: http://www.news.com.au/finance/business/media/kellyanne-conway-banned-from-msnbcs-morning-joe-news-show/news-story/e0b6a3a7fcecd1cd1ee1482f1556c62c The bit towards the bottom “HOW CONWAY MASTERED THE ART OF SPIN” explains how she is good…

Three obstacles to constructive discourse

The ability to have respectful, calm, rational, considered, fact-based discussion is a core of resolving conflict. These are the biggest obstacles to constructive discourse: 1. Belief/faith: opinions and…

Human- vs machine-centric content design

Designers generally design for humans. Human-centric design makes sense as the consumers/users are humans. There are key principles and best practices governing structure, content, and presentation. These are…

Context (in an alt fact universe) is king

Content is king – back when we could trust the content. In alternate facts universe, content is malleable. It can be spun and massaged to suit any agenda….

Thank those who go the extra mile, because it probably cost them

Those who go the extra mile (to deliver outstanding results) are probably doing so on their own dime. This seems to be the unfortunate reality of work today….

Signs of a broken organisation

A combination of the following behaviours and conditions, seen consistently over a period of time, can be a sign that things are not well in an organisation. Senior…

Can your business bank help (with innovation)?

A bank is necessity a conservative, cautious, slow to react or change organisation. That is their DNA, tied in with their business requirements and industry identity. Who would…

If you don't like something, just take away its only power: your attention.

What we pay attention to

I posted this aphorism on my Facebook feed a while ago which sparked a discussion with a friend. The following is a summary of the clarity that resulted…

Empathy in electronic communications

Empathy and connection works in electronic communications too. It just takes us a bit of time to adapt. I really do believe that the more we spend time…

Add your voice

Add your voice to the chorus of humanity. Don’t stay silent when you have something to say. Don’t shy back from adding your voice to the chorus of…

Incremental acceptance of the unacceptable

Social disasters stem from the gradual acceptance of unacceptable (but small) changes. Step by unchallenged little step, we march as a whole towards a greater outcome we would…

From Facebook to direct interactions

Image via Buzzfeed. It took about five minutes yesterday, standing on a busy train platform, to decide to scale back (ok, suspend) my interactions on Facebook. Nothing bad…

Fakery gives permission

Real or Fake? AI Is Making It Very Hard to Know, by Will Knight. The ability to fake evidence with increasing plausibility will like give more of us…

Asking the wrong questions of politicians

When our politicians make terrible decisions, when we struggle to comprehend their seemingly illogical or irrational support for certain causes, we often ask the wrong question. Why do…

Just hiring diversity is not enough

Diversity is more than just hiring diverse people in your organisation. If everyone in your organisation is unwilling, or don’t know how to connect to each other, then…

Ill-differentiated triggers

This was on the wall next to a secure door. To exit, I had to touch one of these buttons. But which one? With such ambiguity, I wonder…

Golden opportunity or trickery?

A friend of mine, faced with staying in or leaving a job, asked: “How do I differentiate between feeling like I am leaving a golden opportunity and being…

Seeing clearly and mastery

Many of us would have seen this “Game Changers” ad for the Australian government’s Department of Finance by now. It still surprises me that in spite of our…

Tech mags: from news to guidebooks

I haven’t bought a computer magazine for over 15 years now. The last time I flipped through one was more than five years ago. So it was interesting…

If you want to survive in design

I took the screengrab on the left. And mocked up the one on the right. It still astounds me how often I come across illegible designs. I can…

Reviewing commitments

How often are we caught up in a particular course of action – something we had committed to some time ago – when it no longer serves us…

Details details details

This is one of the monitors in a local McDonald’s. Do you notice anything odd about the display? It has been like this since I first came here…

 

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