Steven Bell (who writes often and well on the topic of usability and customer experience over at the Designing Better Libraries blog) recently turned me on to an thought-provoking video of Jesse James Garrett discussing his ideas on User Experience at the Adaptive Path UX Week 2009 Conference. (Jump to the bottom of this post to see the video)
Garrett’s ideas are simple to understand and elegantly presented. Since watching the video, I find myself increasingly seeing the world through UX (user experience) eyes. It’s occurred to me that Garrett’s ideas on user experience also lay out a simple roadmap for engaging learners. In fact, many teachers and trainers probably already use UX principles effectively, whether they do so consciously or not.
FOUR WAYS TO ENGAGE LEARNERS
Garrett suggests that there are four primary ways that we can engage users:
Perception (Senses): Engaging through sight, sound, smell, etc.
Action (body/kinesthetic): Engaging through movement and physical action.
Cognition (mind): Engaging through thought, reflection, logic, imagination.
Emotion (heart): Engaging through emotion, feelings.
You’ll notice that two types of engagement (perception/action) involve direct engagement with the external world, while the other two types (cognition/emotion) are internal engagements.
Reflecting on my own experiences I realized that the most successful, effective trainings I’ve been involved with, as both a learner and a trainer, offered a balanced engagement in all four areas.
I think there is an opportunity for trainers and teachers to bring their lessons to the next level by consciously designing learning experiences (LX) that engage learners in all four areas. In other words, I believe that Good UX=Good LX.
USER EXPERIENCE: PUTTING IT ALL TOGETHER
One example of what it looks like when it all comes together (i.e. when people are engaged, internally through emotion and cognition, as externally through their actions, and perceptions) is illustrated beautifully in this video, The Fun Theory in which researchers replace regular stairs with “piano key” stairs. What do you think happens? Click play to find out…
So how were the people in this video being engaged? I observed:
Perception (sound, music, visual stimulation of piano key stairs)
Action (jumping, stepping, climbing)
Cognition (curiosity, decision-making; choosing between stairs/escalator; processing the cause/effect of walking on the stairs)
Emotion (fun, fun, fun! Joy of the unexpected. Joy of seeing others having fun. Sense of community, and sharing in a novel experience.)
Did you observe any other types of engagement?
Thinking about your own experiences, can you recall ways in which you’ve successfully engaged your learners or been engaged as a learner? Share your suggestions and experiences in the comments section. And if you find these concepts useful in designing future learning experiences please drop a line and let us know!
(see the complete Garrett video on user experience–well worth a watch–below)
Jesse James Garrett on The State of User Experience, UX Week 2009
As the field of user experience grows and evolves, UX practitioners find themselves having to master new techniques to take on new challenges. Adaptive Path’s Jesse James Garrett takes a look at where user experience has been and where it’s going.
If you’ve ever taken a class (or read a book or article) on how to speak effectively in public you’ve probably heard the refrain, “find your voice.” Usually this is meant as an exhortation to let your unique, authentic, personal style shine through no matter what the talk or situation. While there is great value in knowing your style, I suggest that speakers who aspire to move beyond the novice level should seek to find not only their voice, but their voices.
Expanding your Palette
We all have a natural speaking style or “voice”. Our voice is more than just our timbre, accent, or pacing, although these characteristics are certainly part of our overall style. Our voice may also be colored by our tendency to be either casual or formal; highly structured or stream-of-consciousness; sedate or inspirational. Whatever your natural speaking style I assure you, there are situations to which it is well-suited and appropriate, and situation to which it is NOT well suited. There will be situations where you own natural voice, or style, will detract from your goal, and the adoption of other styles, will enhance your ability to get your message across.
Since the ultimate goal of any speaking engagement is to effectively communicate with the audience, and (hopefully) create some change in their thinking or behavior, it is therefore important to be able to tailor your style to a specific audience, in a specific time, at a specific place. That is why it is helpful to have a palette of voices to choose to from depending on what we are trying to accomplish in any given talk or training.
Step One: Know Thyself
The first step to effectively using many voices is to be aware of your natural style. You must know what it is you do, if you want to consciously choose to do something else. While painful for many, there is no better way to learn your own natural voice than to video yourself speaking. (yes, I’m afraid you then need to watch the video. Repeatedly.) Once you know and are comfortable with your natural voice, the next step is to begin expanding your palette of styles. Ideally, you should be able to choose from a variety of different styles, changing or modifying your natural voice as the needed. Some situations will call for a casual folksiness, while others will call for a confident professionalism. There are situations that require upbeat enthusiasm or inspiration, while in other situations your effectiveness will be increased by a sober, dispassionate style. Being able to slip into appropriate styles at the appropriate times will greatly enhance your effectiveness as a presenter.
Step Two: Know Others
There is really only one way to consciously incorporate other styles into your speaking toolkit: Watch other speakers with an eye for differing styles, and then practice speaking like they do. A great resource for seeing top tier speakers with markedly different styles is the archive of “TED Talks” available at: http://www.ted.com/ . TED Talks are eighteen minute talks billed as “riveting talks by remarkable people”, and boy do the speeches live up to the hype! After watching a few TED Talks, you’ll quickly see that there are a myriad of effective styles. Watch Sir Ken Robinson (http://www.ted.com/talks/ken_robinson_says_schools_kill_creativity.html)
They have vastly different styles. Watch their body language and use of gesture, their pace, their level of formality and choice of words. Each talk is brilliant and engaging, but in very different ways. Try watching one TED Talk every week and keep a notebook with notes on the elements of each speaker’s style, and how those elements make them more or less effective. Also think about when and how those elements might increase your effectiveness if you were able to use them at will.
Step Three: How do you get to Carnegie Hall? (Practice)
Once you know your own style, and have identified elements of other speakers’ styles that you might like to use, the next step is to get out there and start speaking. In addition (or instead of) speaking to community groups, colleagues, or library customers, consider joining (or starting) a local Toastmasters chapter. Why Toastmasters? Because the very structure of Toastmasters requires you to give many speeches in a variety of styles. Some speeches require you to focus on body language, others focus on being inspirational, persuasive, funny, well-researched, or simply to-the-point. Another great benefit of Toastmasters is that you will receive detailed constructive feedback on all of your speeches—which is at least as valuable, if not more so, than watching yourself on video. Finally, Toastmasters gives you an opportunity to see others giving speeches, so you can continually observe a variety of styles noting what works, what doesn’t, and why. Toastmasters offers speakers that rarest of gifts; a place to try new things and practice in a safe environment.
Speaking in Voices: Putting it All Together
Whether you choose to join Toastmasters or not, I encourage you to try on new voices and find some safe forum for giving talks that are outside of your comfort zone. Learning to speak in a variety of voices is like learning to act outside of your natural personality style: All of us can do it – and to be effective there are times when all of us have to do it– but it takes conscious effort and energy.
I knew that the presentation was going to be after a lunch and part of a long, full day, so I made certain style choices with a goal of getting and holding the audience’s attention, and re-energizing them to get through the rest of the afternoon. The choices I made to achieve that goal were:
speaking with greater vocal variety (varying speed and pitch)
using many engaging visuals
using humor
increasing movement and gesture
using no notes (the first time I’ve done a truly noteless talk—but I wanted to be more free to move/gesture)
All of these conscious choices were outside of my natural style, which meant that this seven minute talk took more time, energy and preparation then many longer talks I’ve done. Many of the elements (the visuals, the humor, the gesturing, the vocal variety) I had practiced as separate skills in many Toastmasters meetings over the past few years, so when it came time to put them together I was able to choose from a fairly rich palette of voices.
My ultimate goal is to be able to easily choose from many styles (Inspiring, Passionate, Funny, Serious, Whimsical, Practical, Irreverent, Self-deprecating, Authoritative, Provocative, Authentic, Motivational, Challenging, Helpful, Informative, Scholarly, Folksy, etc.) and body/voice techniques (Pitch, Inflection, Speed, Volume, Diction, Pauses/silences, Gestures, Body Language, Eye Contact, etc.) and effectively create the right mix, at the right time, for the right audience.
What’s Your Story?
I’d love to hear from you about how you’ve developed your style. What are you tips, tricks and triumphs? Who inspires you to reach a little further, and stretch just a little bit more out of your comfort zone? If you have any good links to videos that you’ve found helpful let me know (or better yet, add them to this shared bookmark group: http://groups.diigo.com/groups/clenert)
[Note: This is a post by Karen Klapperstuck which originally appeared on the Library Garden Blog)
In July 2008, I posted on authenticity and what it means for libraries. Essentially explaining that we are in an experience economy and that we need to be aware of the expectations that exist regarding libraries, services and technology.
It is easy to find examples of other businesses trying to create an experience, from fitness instructors and personal trainers to pet spas and resorts. Keith Goodrum writes in his post, Are You Creating an Experience instead of a Transaction? about the delight he and his wife experienced after leaving their dog at a pet resort while they were on vacation. The experience wasn’t just about the novelty but about the way the pet resort made Keith and his wife feel.
Is this what libraries are doing? How do library users feel after being in the library or using their library’s website? Are they experiencing your library or are they merely conducting transactions?
My renewed interest and changed perspective on the experience economy is based on my new job as the Virtual Branch Manager at a public library. When looking for library websites to get ideas and inspiration for a website redesign or overhaul, I have to admit that in many places, that “experience” feel is missing. And its not just the libraries’ websites either; it is the vendors and databases libraries subscribe to or use, as well.
For example, there is no reason why any digital media download site should be convoluted. If you have to click more than 2 or 3 times to actually start a download, how frustrated are you getting? Now imagine a library patron, with a slower internet connection, who isn’t sure if they really want to use these digital resources and what will their response be? My money would be on a few quick clicks, then give up and move on to a place that literally takes one click to download, purchase, etc. (think iTunes or Amazon.com).
While there is a plethora of information out there about how to design an experience that will excite and satisfy library users, consider two great resources as a place to start:
David Lee King, in his new book, Designing the Digital Experience and on his blog, discusses libraries, websites, marketing and emerging technologies. He has experience from which to draw (he is the Digital Branch and Services Manager at the Topeka and Shawnee County Public Library)and lots of great tips and insights to help get your started.
Kathy Dempsey, blogger at the M-Word and author of The Accidental Library Marketer, talks about marketing your library (and its website) and making it more relevant. Her book mainly focuses on marketing and promotion of library services. However, she does say that most libraries, unfortunately, do not try to create an experience. Part of creating an experience is to find out what people want and need (all part of the marketing process) and then to give it to them.
In my authenticity post from a year ago I wrote: “It may take lots of work to make the vision and missions of our institutions match and exceed positive expectations that people have about libraries of all types.” This does not just relate to your physical building but also to your web presence and the resources and services you offer.
As libraries and librarians move towards creating experiences for users, it is important to remember that those experiences have to be true to the library’s mission and vision. Remember advice from authors James H. Gilmore and B. Joseph Pine II in Authenticity: What Consumers Really Want: “Be what you say you are by finding your very own original way for customers to experience your offering in the places you establish” (p.152).
A new study by a bunch of Australians with too much time on their hands confirms what Library Garden has previously reported: Not working makes you a better worker.
That’s right folks! Employees who surf the net, check Facebook, send some tweets, or regularly check on the latest Brangelina update (are they pregnant? are they adopting again? does Jennifer Aniston always have to be mentioned in these articles?) are actually MORE PRODUCTIVE. Don’t believe me? Here’s what Wired reported:
The University of Melbourne study showed that people who use the Internet for personal reasons at work are about 9 percent more productive that those who do not.
Isn’t that great? But wait, it gets better. There’s even a new pseudoscientfic euphamistic acronym:
Study author Brent Coker, from the department of management and marketing, said “workplace Internet leisure browsing,” or WILB, helped to sharpened (sic) workers’ concentration.
So the next time you’re caught watching the sneezing baby panda video you can confidently look your supervisor in the eye and say, “Goofing off? Why no boss, I was WILBing. Scientific research has proven that a good Wilb makes me 9% more productive.”
If your boss still has a problem with your wilbful behavior, you can claim, “I just have a bursty style, not a busy style, which means that although it might appear to the untrained eye that I’m never actually working, you’ll notice that all my work actually gets done.”
If this line is delivered correctly, it will create a moment of confusion as your boss ponders the busy/bursty conundrum, giving you a small window of opportunity to slip away for a donut break.
I was gratified this morning to read this article in the New York Times by Sara Rimer: An orderly office? That’s personal. The article reports on Lisa Whited, an interior designer who specializes in adapting work spaces to the needs, habits, and goals of their users. She’s not your typical “get rid of the clutter now!” organizer. Instead of boilerplate suggestions for getting organized, Whited begins her jobs by interviewing clients to determine their specific work habits and styles.
What particularly caught my attention was that after interviewing her client (the author of the article), Whited surmised that she was the kind of person who needed to see things in front of her or else she forgot she had them, so putting things away in a filing cabinet might not be an effective organizational strategy. Reading those words, I wanted to reach into the paper (well, into the laptop–I read the paper online now) and wrap my arms around Whited and thank her for validating my life.
Out of Sight Out of Mind
See, I’m an out-of-sight out-of-mind kind of guy. Just today I came to work without my wallet (it was “put away” in a drawer), and twice last week I came to work without my phone (it was charging in another room.) I pretty much have to organize my morning so that anything that requires my attention — phone, wallet, pants (well, maybe not pants, I’ve effectively habitualized that one) — needs to be visible to me when I’m leaving the house.
Likewise, with work. My whole organizational strategy is about keeping important things in my field of vision. If I’m not looking at it, it may as well not exist. (Note to friends and family: Apologies for being out of touch but I forgot that you existed.)
Since there’s only so much that I can keep on my desk, it’s generally not possible or practical to have too many physical reminders (notes, papers, etc.) in my field of vision. That’s why I rely heavily – VERY heavily – on text message and email reminders which I liberally set for myself using Google Calendar. (Note to Google Calendar: I’m not saying I’d leave my wife for you, but I admit we have something very special.)
Everyone I’ve ever worked with has learned that I will not see a message unless it’s placed on my chair seat. I’ve learned that if I need to do something first thing in the morning, I leave a note on my keyboard where I can’t miss it. Before text message reminders came into my life I relied heavily on taping notes to the doorknob at home (“remember to go to meeting in Trenton this morning!”)
While paper reminders in my field of vision can help, they also have their downside. One piece of paper can be accidentally placed over another piece of paper. Or it can blow away. Or it can have coffee spilled on it. For these reasons, I’ve actually arranged my work life to be as free from paper as possible. There’s probably the equivalent of 20 reams of paper sitting on my desk right now, most of it in colored folders. 98% of it has been generated by someone else and given to me at a meeting or conference. If it’s something I think I may ever want to reference again I’ve trained myself to scan it into PDF so I have an electronic copy. One great benefit of putting everything into electronic format is that, thanks to Google Desktop Search, I can find anything I ever “touched” on my computer — email, website, pdf, etc. — immediately, and sometimes quicker!
Don’t Judge My Piles! While these piles on my desk may look like a mess to the outside observer, I like having them visible because they remind me to look through them now and then and pull out little tidbits. A note jotted in the margin a of a Powerpoint handout from a conference presentation or a handout from a workshop I’ve given (and completely forgotten about) can trigger new insights and connections, or give me a new perspective on a problem I’m dealing with. I like the serendipity of it. It’s both relaxing to me and stimulating.
Perhaps one reason most “get organized” books fail to help people like me is that they’re written by people who are not at all like me—they’re written by people who equate neatness with organization, and assume that a neat orderly environment is an a priori good and an end unto itself. I think the authors of these books are people who feel stressed out when they see a lot of stuff so, by gum, they’re not only gonna put away their stuff, they’re gonna make sure MY stuff is put away too!
But they fail to appreciate that many people are NOT like them—we don’t function best when everything is “put away”, nor are we particularly stressed by clutter. In fact, I’m generally oblivious to clutter. I don’t even see the piles of paper on my desk.
Organization Is Not an End Unto Itself
This is what I want to tell the neatniks, declutterers, straighteners, and put-awayers of the world: Organization is a tool. It is a means to an end but it is NOT an end unto itself. The end is effectiveness. Happiness. Comfort. Flow. And I need lots of stuff around in my visual field to achieve those states. So thanks for trying to help, but my brain isn’t wired like yours. So if I need help getting organized I’ll call Lisa Whited because she understands. It’s personal.
