Tag Archive for social processing

Anchoring Errors, Errors, Long Term Memory, Newsletter, Perception, Pipsqueak Articles, Working Memory

The Fragility of Normal

by Olga Werby • February 12, 2023

Fortune: May you live in interesting times

We all want to go back to normal. We cry about it and complain: “Enough is enough. We want our lives back.” This need to “go back to normal” is always with us, although maybe on a different scale post-pandemic. But even before Covid, there were always things that disturbed our perception of normal: new teachers, new housing, new jobs, new routines, stores and restaurants closing, cars that break down, challenging illnesses, new bus routes. Towards the end of our vacations, we come to realize that, although adventures are fun, it is good to be home where things are as we expect them to be. This want of predictability, for having our expectations met, is at the crux of a deep-seated need for normalcy. We have a limited capacity for taking in and processing information — we have limited short-term memories. When there is a flood of unfamiliar data, we get overwhelmed. We end up not having enough cognitive and emotional capacity to handle the new stuff on top of all the other things we have to do. Sudden change makes life feel overwhelming. Anchoring Errors This brings me to anchoring errors, which are basically little cognitive traps our minds…

Meditations on Blockchain

by Olga Werby • July 3, 2018

The internet is flooded with contemplations, broodings, and cogitations on Blockchain. One of the possible uses of this technology, Bitcoins and its ilk, has been the reverie, prayer, and speculation engine for endless get rich schemes and the constant fodder for media rumination. But what is it really? The direct answer is that Blockchain is just a digital form of trust. Allow me to walk you through it. Trust has always been the foundation of any society. Early on, when social groups were numbered in low dozens and basically consisted of associations of family members, trust was the currency among the members. You can trust your father-in-law because the survival of his grandkids was in his interest as much as your own, presumably. If a member of the family strayed, everyone knew about and punished the transgression accordingly, including by removing personal trust. But once the social groups grew in size, trust was more difficult to establish — who could remember who did what and to whom? To supplement trust born of personal knowledge, institutional trust was invented: laws, banks, governments, … and of course religious institutions. It no longer mattered if you were not familiar with a stranger, you…

Matters of Trust

by Olga Werby • April 15, 2014

In the last few months I’ve started several new relationships. One was with BlueShiled of California — a relationship that was forced on me by the changing health insurance laws. The other came about from trying to find a place to stay in United Kingdom for our family vacation. I didn’t actively want these relationships, but here I am. And I am not very happy. The basic problem comes from the flow of trust. I’ve never heard of anyone else talk about the directionally of trust, but it is a very important concept to understand for any customer service oriented company. I will illustrate the idea using my new relationships. BlueShield Customer Service Failure! Let me start by saying that I wasn’t overly fond of my previous insurance company. In fact, that relationship was very much like this new one with BlueShield — antagonistic. My story begins in October of 2013, when I created a spreadsheet of all my family doctors versus possible new health insurance companies. I wanted to make sure that which ever insurance I picked, my family doctors would take it. I spent the afternoon making phones calls and ended up with BlueShield of California as my…

Language and Cultural Differences in Communication

by Olga Werby • November 6, 2013

Above is an example of Interface Design — Kulula Airlines decorates its planes in a very playful manner. Does this choice make you feel safer or more reticent to fly their planes? Well, that depends… Consider the FAA Passenger Briefing Guidelines: 14 CFR 91.519. Below are a few examples: § 91.519 Passenger briefing. (a) Before each takeoff the pilot in command of an airplane carrying passengers shall ensure that all passengers have been orally briefed on: Smoking. Each passenger shall be briefed on when, where, and under what conditions smoking is prohibited. This briefing shall include a statement, as appropriate, that the Federal Aviation Regulations require passenger compliance with lighted passenger information signs and no smoking placards, prohibit smoking in lavatories, and require compliance with crewmember instructions with regard to these items; Use of safety belts and shoulder harnesses. Each passenger shall be briefed on when, where, and under what conditions it is necessary to have his or her safety belt and, if installed, his or her shoulder harness fastened about him or her. This briefing shall include a statement, as appropriate, that Federal Aviation Regulations require passenger compliance with the lighted passenger sign and/or crewmember instructions with regard to…

User Roles and Governance

by Olga Werby • June 12, 2013

2013-06-09 Role vs Governance Diagram for NIH Citizen Engagement Think Tank

One of the areas of discussion at the NIH Citizen Science Engagement Think Tank meeting last month was how to categorize the roles (and thus rules of engagement) for citizen scientists. There was a continuous pressure to call individuals who “donate” their medical data to scientific research patients. Let me start by saying that I find that unacceptable — aside from the fact that every human being on Earth has been or will be a patient at some point in their lives; the label patient implies a lower level on the hierarchy than doctor or scientist. The whole point of citizen science initiative is to break down the barriers to entry — we are ALL scientists! Being a scientist is not measured by the number of years in school or diplomas on the wall. It is the willingness to do science that is key. Thus we can all be scientists. With that said, what follows is the discussion on group dynamics — how do people work in groups and how we can support productive scientific endeavors through good design and social engineering. Think Different Collective Groups of people are not made up of homogeneous people — we are all idiosyncratically…

The WHY Question

by Olga Werby • May 28, 2013

The “Why” questions are important part of design: Why are we building this product? Why would users want it? Why us? Why now? Why this technology? The value of any question asked during the design process is in how the answer to that question helps advance the project; or help the design group bond; or reveal a significant insight into the problem that the group is trying to solve; or help clarify the use scenario; etc. All such questions are about moving the project forward. But it is easy to get sidetracked here, and I saw just that at the NIH biomedical research design brainstorming meeting. Before I proceed, let me describe a bit of background research and give a concrete example when the wrong answer to the Why question jeopardizes the design solution. About ten years ago now, we were asked to design a set education materials for the San Francisco Zoo. The problem was lack of structure for school visits. San Francisco public schools allow all elementary school children to visit the city zoo once a year. That’s a lot of school children…and a lot of visits per kid. But do these students learn anything during these visits?…

Cultural Differences in Advertising

by Olga Werby • April 12, 2013

How does one design a successful ad? That depends on the culture at which the ad is aimed. Here are a few example of ketchup ads. Spot the one NOT aimed at an American audience!

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