Just about my very first experience in IT –
brought onto a project as a customer ‘expert’ – was listening to the IT guys
debating how to make use of the data we already had on the old system. In my naivety
at the time I had thought computers used ‘computer language’. Quickly I
realised they were more like people than I had suspected – that there were lots
of computer languages, and each computer spoke only one of them, and could make
no sense of the others.
Now, in the interceding years (some 27 of
them L) great progress has been made – we expect computers to talk to each
other. This almost universal technological communication ability sometimes
blinds IT people to the fact that human communication has not evolved
Until we perfect direct thought
transference, all the communication we do, whether written or spoken, texted,
tweeted or painted on the walls, relies on a two stage process. First you put
your ideas into words (usually words and sometimes also gestures or pictures –
or a combination of all three). Then someone else has to take those words etc
and turn them into thoughts inside their head. There is always an ‘encrypt/decrypt’
section to human communication.
Now that can get messy, confusing and
create all sorts of mistakes in delivering the message. You probably wouldn’t
design it that way. In fact in a pure IT context we would be looking at ways to
deliver direct communication in a standard format from one system to the other.
But people don’t work that way; it is what we have and we need to work with it.
Communication isn’t just about being accurate;
I think it is better measured by whether it is useful. In IT, people still manage
to get the communication spectacularly wrong by not thinking about the whether
the customer (or client or user) is equipped to decrypt the message. As one
example, here is an error message I got on my screen the other day, apparently
intended to inform me why the software couldn’t do what I had asked it to do: “Unable to contact the target back-end forwarding host (proxy target)”. I presume that made perfect sense to the person who set the
software up to deliver that. They were maybe a great programmer, but evidently
not a human communications specialist.
It’s easy enough just to dismiss this as
one more version of ‘Computer says no’, but why is it no surprise? Maybe it’s because
we still seem to think it OK to throw our jargon at others who don’t share it.
Or maybe we forget they don't know what we do. Actually, to be fair this is not
only an IT thing – ask anyone who has been caught on a French train having
failed to quite understand the printed message exhorting them “composter votre
billet”. (And if you don't already know but intend to travel on a French train,
trust me, you need to find out what it means, but it isn’t a French word that
they usually teach you in basic language classes. A classic case of
encrypt/decrypt failure in a service management situation that has nothing to
do with IT.)
The technologists amongst us love the
challenge of integration, communication across platforms etc. but there is
recognition that this is expensive and should be unnecessary – an area where
standards and commonality help everyone. Why do we forget our most common
encrypt/decrypt situation – getting a message from one mind to another.
I hope that the irresistible tide of
universal cloud adoption and pervasive social media communication will solve
all these troubles – and allow us to concentrate on the people issues more. But
so far the social media snowball doesn’t seemed to have reduced jargon – quite
the opposite. Those of at a certain age are now totally incapable of
understanding what are children are saying, even when they give us access to
their on-line worlds.
Actually, this is fresh in my mind now
because it forms a little game we will play during my talk at Monday 5th
March at Pulse – our big SM event in Vegas next month. I plan to have people
encrypting and decrypting during that session. I am interested to see how they
get on, and hopefully to make them realise there are some simple tools we can
use to make things better. Nothing magic, and the same techniques we
demonstrate in the simulator. Mostly they rely on establishing common ground –
establishing communication channels and learning what will work, by finding
shared understandings, and by relying on more than words alone when it makes a
The best part about all that is that from
the outside it might look like gossip and drinking at the bar – but we realise
it is building business critical communicating platforms and channels. The message
that things can be both fun and relevant at the same time is also part of the
So, if you are at Pulse maybe you will be
able to come along at 6pm on Monday. If not I hope to get the chance to
encrypt/decrypt with you at another event this year. And thank you for your
efforts in decrypting this message, I hope it wasn’t too difficult – and I hope
it has some resemblance inside your head to the one that was in mine.