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Tuesday, December 25, 2007
Thomas Sowell :: Townhall.com Columnist
Computerized Confusion
by Thomas Sowell
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When I bought one of these small, cheap, old-fashioned cathode-ray TV sets on sale to watch while on my exercise machine, I had no idea how high-tech and computerized even these obsolete sets had become.

Nor was this a blessing. I could not even turn the set on and get a channel without reading a 60-page instruction book. If the truth be known, I could not do it even after trying to make some sense out of the instructions.

The next time my computer guru came over to help me with my computer problems, I asked him to set up the TV set so that I could turn it on.

After he went through the instruction book and waded through all the high-tech options -- none of which interested me in the slightest -- he set up the TV so that I could do something as elementary as turn on the set and choose a channel to watch.

Unfortunately, this was not an unusual experience. All kinds of computerized products -- cameras, cell phones, even car radios -- have had the same problem.

There must be some blind spot that computer engineers have which prevents them from seeing that (1) most people are not computer engineers, (2) there is no point making simple things complicated, and (3) not everyone is looking for a zillion features to have to wade through to do simple things.

Let's start at square one. What is the first thing you want to do with any computerized product? Turn it on.

Why should that be a problem when people were turning things off and on for generations before there were personal computers?Yet computer engineers seem determined to avoid the very words "off" and "on."

Apparently they feel a need to coin new terms for everything, no matter how simple or well-known those things may be. For computers, the word is "start," which you have to go to for either turning the computer off or on.

With our microwave oven, the word is "power." For my car radio and cell phone, there is no word at all.

For other things, there is the same coining of new words for things people already understand by old words. Printers can be set for "landscape" or "portrait," as if people had never heard of horizontal and vertical.

When I had to have a new radio put into my old car, I told the man who installed it, "I didn't go to M.I.T" and wanted the simplest radio to use that he had.

Yet even the simplest radio he had in stock came with over 100 pages of instructions -- and nothing on the radio that said "on" or "off." In fact, none of the buttons on the front of the radio had anything to indicate what they were for.

The man who installed the radio turned it on for me. But this was an old car that I did not use very often, and I did not always want the radio on when I was driving.

Since he had not told me how to turn it off, I just turned the volume down as low as possible, rather than go into the 100 pages of instructions.

I would probably never have learned how to turn that radio off and on if the car's battery had not gone dead one day. While I was waiting on the roof of a parking garage for the Triple-A truck to get there, I had nothing to read except the radio instruction book.

Desperate times call for desperate measures, so I read the instruction book. You might think that telling you how to turn the radio off and on would be on page 1. But you would be wrong.

That would be too obvious, and computer engineers avoid the obvious like the plague.

Eventually, I came to the place where the instruction book said to turn the radio on by pressing the "source" button.

There was of course nothing on the radio itself that said "source." By leafing through the instructions, however, I eventually found a diagram where one of the buttons was identified as the "source" button. Eureka!

My new cell phone also has nothing to give you a clue as to how to turn it off or on, much less do anything so complicated as phone somebody. The next time the car battery goes dead, I will read the thick instruction book, so that I can call Triple A.

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About The Author
Thomas Sowell is a senior fellow at the Hoover Institute and author of The Housing Boom and Bust.
 
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It continues to get worse unfortunately
I have usually been the go to guy for stuff like that for everyone I know. I recently came across a cheap mp3 player that had instructions that were obviously translated from Chinese by a poorly written software program. It was gobbly gook. Figured out how to turn it on and play something through process of elimination from limited buttons.

The race to see how many features nobody ever uses can be crammed into every electronic device we have is crazy.

I have spent ten years showing my wife how to turn off the surround sound when listening to music so it comes out in stereo instead of one center speaker but, she refuses to learn it and simply says it sounds fine to her.

Even the real geeks that use more features of stuff than a randomly picked one hundred people combined don't ever use more than half the crap in there.

Chuckling
"I didn't go to M.I.T" made me chuckle. Mr. Sowell cannot use the standard phrase and remain truthful.

Engineers
Design products with other engineers in mind. The end-user is an afterthought. The guys who do the real work -- installers, technicians, repairmen -- hold engineers in the highest disdain. Put a wrench in an engineer's hand and likely as not he doesn't know which end to hold.

Too True
My cell phone turns on by pressing and holding the off button. How stupid is that?

My late best friend used to get me to test his software when he wrote it. I'd sit down and try to crash it while getting him to change the things that weren't intuitively obvious.

Geeky stuff
I still don't know how to change that music making thing in my car from CD player to radio. It only took two months for me to figure out how to get it to play the CD that lives in the thing. Good thing I love that CD!
I do, however know how to use the remotes for my TV and by touch, no less!

A Solution
Dr Sowell, there is a solution to your problem: find yourself a kid. Nowadays they are all born knowing how to work this stuff. You have lots of options. You can raise a kid of your own and educate him as a computer engineer; this is perhaps easiest, as you can then consult informally by phone or email and you won't get a bill. A variant of this first method is to have your kid marry a computer engineer; works just about the same. Otherwise, canvas your neighborhood for expert kids and offer some sort of lure (money, dinner, whatever it takes). I know a fifty year-old second grade schoolteacher who was given all kinds of computerized equipment for his classroom and couldn't figure out how to use any of it so he hired a sixth grader for $5 an hour after school: problem solved.

Now I feel better
I have no problem with electronics, it is Dr. Sowell's world of ideas that always leaves me with amazement. I once worked with a man that would never refer to another in a derogatory way, I always liked that about him, he would say the person’s talents lie in other areas. Dr. Sowell’s article today really makes that point. But the big issue is not that there is a manual and how long it may be, but that at least it appears to be in English.

The user interface is ALL!
A few years ago, a witty column compared the user interfaces of two hot new products, and predicted confidently that the simpler one -- far simpler indeed -- would be the swifter, greater success. The prediction was correct.

The products? They were the Palm Pilot and the Krispy Kreme doughnut. Who could disagree?

Mr. D
All to often you are right, but its not the good engineers that do this, its the newbies, geeks and freaks. User friendly equipment and software has made billions of dollars for the creators. Another downside factor is that frequently decisions are made by non-engineers who know nothing about human interface factors. This is particularly true when govt is involved, but can happen anywhere. As a software engineer since back in the 60's, now retired, i had no patience with gear that was hard to use, or manuals that were next to worthless. These were the rule on govt contracts because of the practice of giving a separate manual contract to another firm who knew nothing about the equipment. They turned out beautiful documents that met every govt spec, but were useless. The manuals we wrote on our own dime for our own use were prized by customers. I even had one stolen from my briefcase in a top secret secure area.

Ugh!
I've had the same problem any number of times.

In fact, I have a rather expensive TV set in my living room that has no switches, knobs or buttons on it at all... Power, volume, channel etc. must be switched with the remote. When it can't be found or when the batteries go flat, we're out of luck.

If there were only a power button, it would be great - we only use it for cable anyway (or the DVD player, rarely), and never use the TVs volume or channel functions. All that is done on the cable box.

OFF and ON
I believe that with physically smaller devices there is some excuse for reducing the total number of buttons. And perhaps dedicated buttons are reasonably reserved for functions that must be used frequently or blindly.

A long time associate of mine was infamous for designing products with a SINGLE button that did everything! Push one short and two longs for OFF, etc.

But, the TH web site is a disaster in this area. With web pages, the designer has complete freedom and the result of that here in NOT pretty.

Human Factors
LOL, Dr. Thomas is running into a problem that plagues all industry and is especially problematic for components that are manufactured in Asia, which is most of our electronics these days.

First there is the age old problem of human factors. This is a term used to describe the interface between the individual (human) and the component. A well designed product provides an interface that is intuitive. That means that a normal person of the target user group can look at the control functions and determine pretty much how to operate it with little or no instruction. There are several ways to design this into a product. The cheapest way is for the Engineer designing the product to be an average user and to think like one. Unfortunately it is hard, if not impossible, for the average Engineer to think like a normal user. In most cases his level of component understanding is much greater and he is too knowledgeable about the product. The best method is for the Engineer to develop the controls and run them by a target audience of potential users for comment. Unfortunately this method costs money so it is not used except in very critical products where development costs are not as important as the impact of mistakes made by the user.

cont...

pt 2

The second issue involves the instructions or user’s guides. If the interface is lacking in intuitive design it becomes much more important that the instructions be well written. Again you run into the problem of who must be the writer. It is far cheaper to have the design Engineer write the instructions. If that happens then, the instructions should be tested using a typical user in a process referred to as “verification and validation” (V&V). Again this represents added cost. When an Asian Engineer writes the instructions he typically does not speak English. The company relies on something to interpret the instructions into English. Computerized software is the cheapest and again it is cheaper to simply issue them than to run them by a user for review.

In the end, this is what you get when you purchase “cheap”. Bad user interfaces and poorly written instructions. Both of these things are things that should be investigated before buying any electronic product. If enough people steer clear of the bad examples then the industry will change due to market forces.

Vic
You sound like you have been there too. I note your comment it is cheaper to have the design engineer write the instructions. I always insisted on it, although trying to get a software engineer to do paperwork can be like herding cats. Its not so much cheaper directly, particularly when a govt customer is paying someone else to do it. Its just that efficiency is so much higher, its cheaper in the usage. And as usual, the market is always moving powerfully, sometimes in the background, sometimes overtly. It can be amazing and discouraging how much idiocy rides on the surface as these eternal forces continue to shape reality. Political correctness is new as a phrase, and indeed is occurring at a level rarely seen, but it has been with us as perennially as the poor.

Me too
My two cents: On my cell phone I had charged the batteries and still could not get it to work. I recharged it, pushed every button, etc. I drove six miles to Circuit City, where I had purchased it, to ask a clerk. She said "Did you hold the button for three seconds?" That was the answer. I had only held it for maybe 1/2 or 1 second. Complicated? Nooooooooooo!

It used to be...
...that manufacturers never let their tech people write their instruction manuals.They let their office workers write them after they learned the operations from the engineers.But as more and more engineers assumed CEO jobs this practice has fallen off.They fail to realize that engineering is a calling and communication is a calling.Different skills for different people.If you can get a person with both skills and knows when to use them,they will prosper.

And Jean is absolutely correct:Townhall is a technological disaster area and very poorly designed.Maybe computer nerds like and appreciate it,but this computer illiterate wishes Jonothan Garthwaite would return to the old Townhall.

savage99
My last 8 years of employmemt involved writing "instructions" of a sort under the controls of exacting government regulations. On "modifications" I participated in the initial design phase and review of the final design package which included preliminary operating instructions. It was my job to take the preliminary instructions and turn them into final operating procedures using all of the applicable codes and standards.

Once all of this was developed, both the design Engineer and myself would work with the training department in putting togther a training package and would also attend the initial classes to answer questions. (Note that at one time I was also in the training department.)

This was very expensive and you probably only see that in applications like ours where correct operation is a critical function.

This is truly beautiful!
It's wonderful on Christmas day to see so many posters, who are at each others cyberthroats with daily regularity, come together in a common cause. We do have something we can all agree on. Even including lilly.

When I was in grad school
about 15 years ago, another student went computer shopping in a computer store. She overheard one of her sons call the other one over, then point and say, "Look! This keyboard is attached directly to this printer!"

It was a typewriter...

Written By Someone Who Knows How
Yes, O Wise One Dr. Sowell -- I have 39 buttons on my TV remote, and a few that enable some of the buttons to do multiple functions. wolfpat, you and I must have the same cellphone, and I add that in addition to the "on" button also being the "off" button - it is red colored - normally recognized as "stop." The other button is green, as in start/go. But it is useless unless the stop button has been pressed to start the phone. Instruction producers, do not allow someone who knows how to do it, write instructions. They don't know how to do it.

wolfpat
Years ago (before Windows) I used to write computer games in C and assembly language. I found that letting kids do the testing was most effective. As you know, making software bulletproof is the hardest part of creating applications for the general public. Kids found holes where I would never have dreamed theey'd be.

Back in the 70's,
I worked for an small company in the San Fernando Valley which had a contract with Rockwell to provide a R & D machinist. Engineers would show up at our shop several times a week with a rough drawing on a piece of scrap paper in one hand and some exotic material in the other. They'd never tell me what the parts were (space shuttle stuff?) and one even refused to tell me what the material was, until I convinced him the I needed to know so I could use the appropriate tooling.

One of these guys showed up with his latest brainstorm one morning and after looking at his drawing, I informed him that I couldn't make it. By this time, he was convinced that if he could draw it, I could machine it. The problem was; the tool required to bore the inside of the part to his dimensions wouldn't fit through the hole it had to reach into.

After arguing for a minute (he just couldn't "see" it) I made my own drawing and illustrated how tab A would NOT fit into slot B. Scratching his head, he left, promising to get back with me later.

The next day he returned, without a solution. Apparently he and his engineer buddies had brainstormed all day for naught, and he was looking to a dummy machinist for ideas. My suggestion was to make 2 parts and press them together. Hmmmm!!! That almost got the gears meshing, but he still had to run it by the others.

He was back later, decreeing "that will work." As he watched me go to work, no doubt thinking "that sure looks easy," he asked why I didn't consider going back to school and getting an engineering degree? I told him about my theory whereby knowledge sometimes displaces common sense, which I value more.

I'd
post more but I think the computer is still "booting up."

Merry Christmas

I do, however
know where to put the boot on the person who coined that phrase instead of "starting up."

Happy New Year

Profblog
From what I understand, the term "bootstrapping" from which the term reboot is coined, came from a Robert Heinline story from the early 40s.

It was used in reference to the first computer that was invented by the Navy. That term, and many others that we use today was invented then. My favorite is "debug" which originally involved removing an insect from a switch.

Vic
I think Heinline may have gotten that from the older term, to "pull yourself up by your bootstraps," meaning to improve your situation or condition.

http://www.phrases.org.uk/meanings/290800.html

Whew, it ain't just me
I got a car stereo for Christmas last year and it took me 3 months to figure out how to turn it on. I had no problem figuring out how to take the face of the stereo off (if I ever wanted to do such a thing). With the only well placed button, the face plate tilted up to insert a CD, but where was the on/off button?

If only this column appeared last year, I would have realized it wasn't just me. I spent all of 2007 thinking that technology finally passed me up.

christheprofessor
You are most likely correct.

nomodo
My car stereo was one of the first car CD players designed to play MP3 files froma burnt CD. It was VERY expensive as CD players go. When I first installed it, it took several hours of reading the manual and at least an hour manipulating the comtrols to get the display to show the time. My original radio/tape player that came with the truck defaulted to a clock and I wanted to retain that.

Well after all that work the closk turned up as a small part of the screen shared with the other functiuons. It was so small I couldn't read it without sticking my face in front of the controls. Also, after all that I had to change the battery several months later and lost it all because the internal memory wasn't a storage type. Needless to say I just left it defalt after that.

There are so many products like this now. They save fractions of a cent in eliminating switches and make the things so complicated to program that most people wind up not using the functions.

Mt criteria for buying stuff now is "low features" to eliminate paying for complications that aren't worth the hassle.

Foreign Instructions
Can be the problem

My kids had a remote control car from China, complete with instructions for putting the car in reverse or as they stated "Car will now be backward head facing".

RuyDiaz
Doctor Sowell's column and your comment reminded me of a story a friend of mine told me years ago:

She was visiting friends in Cambridge, Mass., and they had gone to the supermarket. While in the checkout line, she noticed two obviously college-aged boys approaching the "Ten-items-or-less Express Check Out" lane with a basketful of groceries (enough to feed a family of four for a week). The cashier looked at them, then at their basket,then at the "10 Items or Less" sign, then back at them and said, "Okay, I get it: You're either M.I.T. students and you can't read, or you're Harvard students and you can't count. Now, which is it?"

My friend swears the story is true.

Ghostwriter?
Did Dr. Sowell let Andy Rooney ghostwrite this editorial?

I think Dr. Sowell is great otherwise.

Ever Since the Days of "Big Iron"
Ever since the days of "Big Iron" computers (the early 70s), back in college, I enjoyed writing computer programs, or the process of making a machine do exactly what I wanted it to do - what a concept! However, the moment I shared any of the programs with others, I discovered that I needed to make them what I then referred to as "stupid-proof," and what more PC-types referred to as "user-friendly." I have always prided myself on my ability to both understand the ways of electronics and the way electronics engineers minds work in order to figure out both appliances and computer programs respectively, but that's the Navy Nuclear Technician in me at work, which enabled me to fix an array of gadgets and instruments of varied complexity. My point is that my "talent" lay not so much in designing or fixing stuff as much as it was explaining that stuff to non-engineers. With that latter talent, I have never gone hungry.

What a relief
I am not so dumb as I thought having just erased all my nice christmas pictures in trying to download them on my computor from my new camera. Back to the insturction book or better yet get instruction from my daughter having bought the exact same camera as hers in the event something like this happened.

As a school social worker, I grumbled about the new computor on my desk wondering what I would do with it and when would I have time to learn to use it. I soon learned my secretary now was expected to have less work to do. I also found the computor to be a therapeutic tool as students taught me to use it.

Amen, Amen, &Amen!!!!
I have learned to shut my computer off by pressing start, turn on my cell phone by pressing end, answer it by pressing send, but when I bought a new one, I discovered that not all cell phones are created equal. They do not necessarily pick up a signal despite being able to send messages, take photos, compute, etc. I recently bought a digital phone and 2 miles out of town where they installed a new tower, I could not get a signal. A trip to the store (where incidentlly they only sign up new customers, not sell phones to old customers) and I found out I needed something called a "tri mode". Try finding that in an ad. One has to search thru all of the phone info individually to find out if it is one.

The new world
If only the world could be explained as the the good Dr. does his economics. Does anyone else have a ritual that they go through to make these gismos work knowing only that they work only to find that a simple step will do the same thing?

Options laden gadgets

Dr. Sowell, unfortunately, there's a really good reason why these gadgets have so many options. So many, in fact, that even the most options obsessed user will end up using less than 50%.

It has nothing to do with mind of an engineer, but with marketing. Marketers want a final product that will appeal to as wide user base as possible. Yes, they are aware of the fact that certain users might be turned off by complexity, but it is a collateral damage they are willing to accept.

Since most of the users will fall into two of three beautifully described categories by one of the previous posters (i.e. analog-digital and digital-digital), you, Sir, have to accept unwelcome fact that you just became collateral damage in marketing wars. Like so many others.

Finally, I know I will end up in wrong group 30 years down the road and I'm not happy about it. But, that's life, I guess.

Merry Christmas to all.

Dr. Sowell, You need......
....an Apple iMac.....desperately!
You plug it in, you turn it on using one button. Voila!
Forget the Windows platform with its silly, alarming notices, "you've performed an illegal action."

Start to enjoy computers.
Merry Christmas.

WOW what a relief!
I thought all these years that it was just me. As of now, there are 37 posts ahead of me with the same problem and judging from the background of the posters, I'm in excellent company. Thank you and Merry Christmas

Dr. Sowell is blaming the wrong people

Dr. Sowell says the problem is COMPUTER ENGINEERS have made electronic devices needlessly complex to use.

It's not the engineers fault.

Computer engineers build devices that comply with design specifications. (If it ain't in the spec, it ain't in the final design.)

Those specifications are frequently put together over the objections of computer engineers. It's the people in sales, marketing and management who demand the engineers design systems with those features. Blame them.


Oy to the instruction manuals
My sister worked for Apple for a number of years, editing user manuals. Her profession is editing: producing comprehensible, succinct, accessible English. The profession of the engineers who sent her all the first drafts appeared to be falling in love with software and hardware capabilities.

Their attempts at writing about using their products were sort of the young-adult-male equivalent of teenage girls writing about their boyfriends. The effect was much like receiving a note passed in class, covered on both sides in rounded cursive in pink ink, with hearts and smiley faces decorating the letters.

It's endearing, in a way. Thank heaven I have an aptitude for recognizing patterns. The green button on a cell phone usually means the same thing. The power button on a computer, remote, or sound device usually has the same symbol on it these days. Most of these things are intuitive, if you've done it at least once before.

Otherwise, I'd have to read the manual. I'll never forget the introduction of a system once called "JOTS" into the fleet, midway through my Navy career. One day, early on, I was a bit impatient with some sailors who couldn't make it do something, and demanded to know where the user manual was. The leading petty officer ushered me back to a space in which he wordlessly showed me three stacks of documents, each at least three feet high.

Somebody was in LOVE.

Try this.
For your car, go to a dealer and look in the pick-em-up trucks. They apparently think Billy-Bob and Ellie Maynot be too stupid to use a complicated one or Billy-Bob beat up so many salespeople that it has two KNOBS. The one on the left clicks on and off ( That's the old words for Zero and One.) The right one changes stations on an analog display. My blind at 75 from Diabetes father in law passed away before I could get it for him, but they make a pretty nice retro radio for in the house with similar controls, but in addition it has 6 Ka-Chunk push buttons like a car radio from the 50's and 60's. Way cool, Daddy-0.

Strange tale
At one of my first jobs, I was promoted almost instantly from Junior Programmer to Senior Programmer (in less than 1 month on the job), simply because the contract said only Senior Programmers could write documentation.

The rules had just changed, and the developers had to write not only technical specs, but also end user docs. Since I was the only native English speaker, I got the sudden promotion, and the jobs of translating technical documents written in a hybrid language composed of English/Chinese/Hindi/Korean into plain English, then I had to take the (now) English tech specs and dumb them down to write user docs usable by GS-3/4/5's (well, maybe not quite that low, but pretty low down in the federal hierarchy).

Fortunately, I had access to the source code, and that was often easier to understand than trying to translate the broken English source documents into anything intelligible.

I also have to differ on one other point here. Engineers may have some par tin adding useless features, but, in my experience, just as many useless add-ons come from either marketing people or from managers who "read an article" and got obsessed with the latest buzz-words in whatever industry it may be. (XML, Java, "scalable", "three tier", all these words and phrases were the banes of my programming career.)

Electronic Addiction

Dr. Sowell, I don’t know when you first were introduced to computers, but back in the early to mid 1950’s, I trained rooms full of electronic engineers and PhDs of various stripe.

They were among the first thousand or so people who had ever programmed a computer. They often hadn’t seen one, usually the one I was training them on did not yet exist, so I had to really create the whole picture.

Over the next many years, I became acquainted with thousands of electronic engineers and programmers, and believe me, I wouldn’t trust one of them to go to the store for a loaf of bread. They would most likely bring home a box of Shredded Wheat and say, “Well it the same shape and made from Wheat, and you get more than one in a box.”

I remember one computer where the designers had used the initials of each of the engineers instead of Add, Sub, Mul, Div, Sto, etc., because they thought it was cute. It mattered not that it made no sense to anyone else, they liked it.

Untold millions of people are already Slaves To Technology. There is a higher incidence of criminal mind-set among computer programmers than in the Mafia, or even the legal profession. How else do you explain spam, identity theft, unasked for advertising on your internet page, voter machine fraud, so-called computer games that promote immoral, illegal, and frightening activities.

Guns don't kill people, people using guns kill people. Computers don't miscount votes, people using computers miscount votes. Computers don’t steal your identity, people using computers steal your identity.

technology's 95% rule
The vast majority of new technology works 95% of the time. That's because most of us (not all) put up with PCs, phones, games, copier, printers, and many other devices temperamental nature (fight with MS Word for a few hours). If we expected more stability, we give up functionality (like making a phone call).

Many technological solutions require multiple layers of technology, which increases the probability of failure. Things like home networks, entertainment centers (radios & TVs), IP phones, hand-held devices, and on and on are simply not reliable enough to use for their basic functionality.

We keep buying the junk. If we stopped buying the junk, whoever is producing it would produce something else very quickly. So, I buy as little technological junk as possible, and always shop before I buy. I'm not letting some Harvard MBA dictate to me what I live with or without. :-)

The Point Is ...
I think the point to make here is rather simple. We are in the midst of a transition to a far more complex relationship between man and machine. There are many reasons why the change is happening but the bottom line is - it is changing and learning to adapt is one of the skills we all will learn to keep up. There are market forces at work here that appeal to "segments" first. The largest segment becomes the cookie cutter for the latest batch.

That batch currently says the largest market for our machines is the 15 - 35 age group. All others will either have it installed for them or get one of them to do it for them. Add to that the largest market means making one machine that will work in multiple countries by using symbols instead of names. And where possible, common alphabets. Yes it is a marketing decision. Before appealing to a number of markets by making a number of "versions" was viable. The costs of manufacture have risen for many reasons and not labor alone. Process of elimination says the smaller markets go, the larger ones stay.

Now add "feature creep" - that wonderful advertising concept that says the more features we have the more we can say we're better than the other guy. Does anyone need an Iphone? Of course not. Do we need to take pictures with our cell phones. No. Does it sell? Yes. When it stops selling, they'll stop building. Think about it. An IPhone can be built for something around 20 - 30 bucks tops. It sells for 350 or so. Then add access charges, monthly fees, etc. Get the "picture?"

LCD problem
Part of the problem of too diverse a control set is the same problem politicians face; appealing to the LCD.

LCD used to mean "lowest common denominator". Instead of having an appliance for a target market, they try to make an appliance appeal to a wider demographic. So you make do with complex controls and inappropriate functions. Welcome to the Japanese world of Wal-mart, where we make the consumer fit the product.

The other problem is twofold: there used to be a science called "ergonomics". Manufacturers once studied carefully how a device was to be used and by whom, and designed it for maximum convenience and efficiency.

This is more difficult to do when the product is made halfway across the world and (getting back to LCD) is targetted for people on both sides of the planet.

Imagine how difficult it must be for an illegal alien to figure out some of this stuff, when so much of the directions are in Chinese. Darn those Chinese! This is America! Print directions in Spanish!

I never used to have trouble figuring out how the gas pump worked, before they had these newfangled, credit-card taking, multiple grade pumps.

Back then, a young man would come running out and pump it for me, while cleaning my windshield and checking my oil.

Written,Oral,Visual Languages
Instructions - I recall a professor sharing an example of poor communication.
...manufacturer builds a piece of heavy equipment, produces written instuctions for operation, contractor purchases equipment, operator uses the machinery, has an accident, dies, contractor takes it to court, ...in court, they read the instructions, the instructions are illegible, no contest, the manufacturer looses the case...
Her example was primarily directed at the whiners who do not want to take Composition 101, stating "they are not going to be English majors"
I as an artist/professor observe, in addition to the written and oral illiteracy, the visual illiteracy and the resistence to learn.
I'll stop... it's Christmas
Merry Christmas

About a year ago I got a tv/vcr combo
No matter what I did, it NEVER recorded. I could play tapes, but not record. I could watch tv, but not record even what I was watching. And setting up something was simply heartbreaking. I put it all in and checked after the start time - dead.

Then the old vcr died. Couldn't go and get another right away, so decided to try again (grandkids where over and wanted to watch snow white, or something.) Turned it on - BLANK SCREEN.

After replacing the batteries and STILL getting nothing - called the supplier of new remotes.

Little girl there, sounded like she was 12, told me that if I HAD MESSED with a LOT of buttons I had BETTER take them out and leave them OUT for at least 5 minutes (like I could get them back in in LESS time!) THAT would reset the whole works.

Bingo. Worked fine. Who'd athought?? I know to reboot a computer - but a vcr??

Remember the UpsideDown Engine?
Many of you here will remember the automobile made with the up-side-down engine (Chevy Vega? Memory is soft these days). In order to do a simple tune-up including changing the spark plugs, you had to pull the engine out.

Savvy mechanics drilled holes in the under-carriage to access the plugs from underneath, then plugged the holes with rubber grommets to keep water out.

I mention this to demonstrate that this is NOT a new problem. There has always been the engineering heartburn where "It Looks Good On Paper."

Giggle,snort!
If it weren't for those pesky child labor laws, I'd be a serious tycoon.

Would that we could harness the power of those smirking teens!

How about the wrong end propeller

Unca Alby writes: Tuesday, December, 25, 2007 7:58 PM
Remember the UpsideDown Engine?
======

Many years ago I was a friend of Jake Rabinow, who at one time had the most patents of any living American. I remember his story of the wrong end propeller.

Someone had developed a rocket intended to be used on Navy fighter airplanes, and it was one of the very first flying objects with the propeller on the rear, as a pusher.

Jake developed the bracket that held the rocket on the airplane wing. Then he heard reports that the rocket was misfiring and damaging the airplane, so he investigated.

He was told that the Navy personnel who were loading the missile on the plane had figured how to correct the problem in about 20 minutes so the rocket could be installed correctly, as everyone knew the prop had to be on the front.

Jake said it was a small job to change the bracket so that they could not mount it with the prop in front, instead of the pusher prop, as it was designed.

In a digital age
Some things just get more complicated, for sure!

One night a while ago, while traveling, I happened into a gasoline station - they had just undergone a momentary power outage that recycled their computers, and nobody there had the passwords to restart them.

The digital registers couldn't even sell a cup of coffee, and of course the fuel-purchasing customers were out of luck.

I actually did end up with a cup of coffe, by just laying the money on the counter and leaving - the gas-buyers weren't so lucky!

Change...
I was taught to make change as a cashier using the 'count-back' method, by a sweet lady who had worked for my father since he opened his store. (RIP, Mrs. H) Those registers were the old mechanical kind that had rows of buttons representing 6 digits (incl'g decimals) & mechanical works driven by electric motors, or optionally by a hand crank the old way. On several occasions in those days, the power went out & my dad's store manager would break out the hand cranks from behind the cust-svc counter, fit them to 2 or 3 tills, & keep moving merch by flashlight. Each mechanical register must've weighed 80 lbs empty. I think they used'em well over 20 yrs.

One day a couple yrs ago I was at a convenience store, where the cashier, who must've been 10 yrs older than I was when Mrs H taught me to make change, had messed up & cleared the display showing the pre-calculated change he was supposed to hand back. He was totally lost trying to subtract the purchase total from $20, & he couldn't grasp my attempts to show him how to count back.

Sometimes hi tech leads to mental & physical flabbiness. Ah well...

Just add it up

Don't Tread On Me writes: Tuesday, December, 25, 2007 10:58 PM
Change...

==========

Well some people just have a problem with arithmetic. I remember the High School student who only had to enter the problem into her calculator three times to determine my change from a dollar bill, for a 97¢ purchase.

======

Seventy years ago I remember Charlie, a high school student who worked at the local A & P, would collect the groceries from the shelf as requested (before help yourself supermarkets).

He would write the price on the grocery bag, then arrive at the total faster than you would get it, years later, when the cashier (including my Sister for 57 years) had to key it into the cash register and get a total.

It takes one to know one...
I happen to be a software developer with over 20 years of professional experience, much of it related to human-computer interaction, and I can tell you Dr. Sowell, you are right on the money. User interface design has actually gone significantly _backwards_ in the past 10 to 15 years in my opinion. I think it's fair to argue that much about computing, in particular, and consumer electronics was much simpler in 1995 than it is today. The technology is far cheaper and far more powerful without a doubt, but the hassles involved in using it have not decreased. They've just replaced old hassles with new ones.

While I seldom have a lot of trouble with these kinds of devices myself, I cannot imagine how a non-technical person can function with a typical computer, television, stereo or cell phone. They are maddeningly complex, and seldom for a good reason. My wife says she probably wouldn't even have a TV, leave alone a computer if it weren't for me, and I can't blame her. Even technology is the basis of my career and many of my hobbies, I still find it frustrating. There are good solutions out there, but you must take a much more active role in finding them than with any other kind of product, like cars for instance. And don't count on the computer press to guide you. Most reviews are pathetically shallow and are just recycled marketing materials that don't consider the most fundamental of "real world issues". My television is almost 20 years old, and I really like it. I dread having to purchase a new one, and when the time comes, I have no interest in considering HDTV or anything else more complicated than a plain old ordinary TV and a simple DVD player. I thrive on technology, and the idea of wading through the maze of leading-edge entertainment technology makes me blanch.


It takes one to know one (part 2)...
Usability used to be a primary concern for people designing these devices, but since about the mid 90's, most usability concerns have been tossed out the window. Technology became too cheap, too powerful and too disposable to worry about making it good. Why put a lot of effort into something that costs $30 and will be replaced in a year. Everything's a commodity and the lack of quality and care put into the design of these products shows.

Nowadays, if it looks pretty, it's considered easy to use, and more thought seldom goes into real usability issues. After all, most products are designed to get you to purchase them, and not much else. Competition? Everyone else's product is just difficult and unusable. It's a collusion of confusion, and the consumer always loses out.

Anyhow, keep up the good work, Dr. Sowell. You are an island of common sense in a sea of inanity.

It's the marketing geniuses
I just bought a new luxury car from a U.S. automaker with a built-in navigation system. This system has zillions of features which were not on my cheap portable navigation system. None of these features are of any use to me. The user interface to accomodate all of these features includes multiple layers with the choices within each layer shown by icons. Example-if you want the system to tell you where the nearest gas station is, just press the little image of the Statue of Liberty! If you want to find an address, just press the little picture of an envelope! This is all the more frustrating since the car is programmable to label buttons in the language selected by the user.

Engineers do not write manuals
Doctor Sowell points to a very annoying problem exactly like the one I encountered recently when I wanted to turn on/off the ringer on my cordless phone. It is the first phone I've owned that didn't have an on/off switch for this function. You should not have to dig out the manual each time you want to change something so basic, which is Sowell's point.

Be that as it may, computer engineers are not the ones who write the manuals. Few people are worse at writing than engineers, so manuals are written by tech writers, who are your second worst writers. In this group are Asians who write for an English user, and probably vice versa.

Compounding the problem is the international scope of the industry that forces manufacturers to demand the manuals be in pictures as opposed to the written word.

I'm an engineer
I'm an engineer and I totally agree. My cell phone doesn't have a camera, and it doesn't surf the internet or have a keyboard or predictive text or anything. I use it to make calls, and receive calls... And it has an on/off button. I always forget how to turn my wife's phone off and on; you have to do both by holding down the "hang up the phone" button. How stupid is that?

I can solve your problem with the "Start" button on your computer real quick though. Don't use Windows. The only company that has ever used such a stupid logic for turning the computer off is Microsoft, and there are plenty of computers out there that don't use a Microsoft operating system. There are also loads of other benefits you get when you stop using Microsoft.

Check It Out
There is a wonderful book called "The Design of Everyday Things" which addresses the fundamental problem. If nothing else, find a copy (online or in processed-tree form) and look carefully at the cover art. And yes, the entire book is worth reading.

another engineers view
There are many fine, well thought out products.
My general rule is take it out of the box, power it up, if it works, keep it. If its not intuitive, take it back not get something else. Never try to read the instructions.

Seen Both Sides
I've been both a technical writer and a software engineer. Speaking only for myself, the software engineer wants the software to "do cool stuff". The technical writer needs to describe "cool stuff" in a coherent, comprehensible way. Neither is easy, and far too often neither is done properly. By and large, the software engineer is not interested in the user interface, nor is the user interface designer interested in real utility. The best solution I know is to give the end product (user interface or technical manual) to someone who knows next to nothing about the product, and listen to every single complaint/comment.

Or wind up like Windows: click "Start" to stop. Aranha: Linux?

science future?
In one of Charles Sheffield's excellent science fiction novels he postulates a future where languages are actually career paths. That is to say that the local jargon in any given field (I'm in mining, so adit, stope, face and vug would be a few of the terms in my jargon) has expanded to the point that they are complete languages. The first step to learning the job is to learn the language that is needed to do with job.

Which is what the techies referenced above have been trying to do. A good Geek-English dictionary is needed.

Jeeves
I actually have a Mac at home, but I use Windows at work (not much choice when you work for someone else). But Linux is certainly a viable alternative to Windows as well.

Dr Sowell is right but
We now use icons (pictures) to describe functions. I guess the reason being most younger people cant read or comprhend worth a darn in the first place. Ever check out the register at a fast food place. Different pictures for one vs two hamburgers same for cheese burgers. Good thing my car takes voice commands! :-)

ECONOMIST CRUX
DOCTOR SOWELL I do love thee so!

The crux of the economist where nothing has relevance unless it has meaning and there is no meaning unless tested by the world making the nothings square off against the somethings so as to achieve balance and equilibrium whatever that is measured by quantitative factors wherever those might be found.

Oh Yes, I too have been on that parking garage roof waiting for the tow truck wondering why with a college plus education I ever mixed the message and could not get the blasted automobile to move.

Don't read too much into it.
I am a teacher. Please don't read too much into the apparent ability of kids to run computers.

The ability totally goes away when you require them to do anything that is not entertainment oriented. Anything beyond e-mail, You Tube, downloading music, even if it requires the same basic skills is beyond most of them.

Don't get me wrong. There are a few students who can, but I would say that the overall level of skills needed to function in daily life, computer and otherwise, is much lower than even 10 years ago.

I am an English teacher. Spell check has is destroying the ability to spell correctly because people rely on it completely . It does not take context into account so a word which sounds phonetically correct will be inserted blindly into a sentence. Miss-spelled words are 10 times as prevalent as they were 10 years ago. Few students know the multiplication tables.

The interesting thing is what happens when you place computers in the hands of those who have had a "classical" education, such as in a retirement home, for example. Go there if you want to be amazed. They have the raw materials, and the computer becomes the tool. They can even beat many of the kids on computer games because they have judgement and maturity.

It's NOT the engineers ......
(hardware or software)....we get as irked at the junk out there as anyone. Maybe even more as we KNOW how things CAN be done. I've been in the techie biz since 1965 and almost all the boneheaded decisions are made by 1) "marketing" or 2) management. Neither of these groups could possibly build a working product of any kind. So, in their frustration, they make nearly insane decisions about how it "looks" (and how you have to work it).
This is the 1st article of yours I will give 1 in the ratings. You are WAAAAAAAY off base about whom to blame in this one.

Aranha, tkdblk, and vawjrr
Aranha: Well, that was a smack-the-forehead moment. I'm so deep in the kool-aid, I don't even remember Apple. Maybe more eggnog is called for...

tkdblk: I was an English major a long time ago, and when I compare the education my children got in high school to the one I got, I come to conclusions similar to yours. Don't worry about spelling, the spell checker will catch it. Don't worry about math, you've got a calculator. It's scary to watch a high school graduate try to multiply using his fingers (not an exaggeration).

vawjr: very true, but as one who has permitted a bit of feature creep in my day, I can't say that all engineers are completely innocent.

It's Not a Bug, It's a Feature!
There seems to be a mindset nowadays in the hi-tech computing/communications/consumer automation that rejects basic utility, reliability, useful performance in its supposed function, & an intuitive user interface. Instead, devices & services are marketed based on gimmicky features.

Furthermore, our old friend Planned Obsolescence seems to have come back to dwell among us, with his pals Change for the Sake of Change, Churning, & It'll be Fixed in the New Version. So many things are updated solely for the purpose of artificially moving more product.

For all the neat-o features they keep adding to cell phones, the thing you really want - the ability to get a signal almost anywhere you're likely to be, without paying a small fortune in "roaming" charges - is disregarded. Some end up w/ virtually useless cellulars & long commitments.

The PC computers are notorious for this. There was no user need, e.g., for MS to replace Win XP w/ "Vista." "Vista" not only brings nothing new to the table, it makes a lot of hardware drivers & application software obsolete. I had bought a desktop unit w/ Vista preinstalled (all the bigbox had) because my old unit w/ XP crapped out.

I had used it to edit video movies uploaded from my minicam. Well, neither the minicam upload driver nor the editing software would work w/ Vista. Then Vista corrupted the optical drive driver so it couldn't even read CD-ROMS. I ended up having XP installed in this new machine for xtra $$. XP has only been out, what, 3 years, just maturing. Nobody wanted to replace it, especially by making their $400 camcorders obsolete. It's just MS churning, jerking us around because they own the OS standard.

Don't Tread On Me
Windows XP came out in October of 2001. The gap between the release of Windows XP and the release of WIndows Vista is the longest that Microsoft has ever had between major releases.

How Funny
I am a computer engineer, and agree there is no excuse for not making things easy, but perhaps I can explain some of the thinking.

When writing a computer program, every eventuality, every detail must be thought through. When they aren't, things break because computers do exactly what they are told. Having a complete understanding of the ins and outs of a system often leads to speculation "What if someone wants to do XYZ?" and so feature bloat (note I disagree that engineers do not influence the final product specs as one responder states, they do!)

Often with hardware devices there is a very long time between when the device is conceived and when it is shipped. Adding a must have competitive feature late in the game is quite expensive. Since many chips have the features whether you use them or not, it is often quite inexpensive to have the feature, so this drives designers to feature bloat. Marketing people too: the cost of adding extra features often is low, but not including them is high in product uptake and possible lost markets.

Regarding inventing names and such, often computer people use the jargon of the trade. I don't know if that is the case with landscape and portrait or not.

To me, "Start" is a good name. You want to start a program, not power one on. That shows Dr. Sowell is lacking in a basic understanding of what is happening in a computer. The computer is already on.

In any event, things are changing quickly. Soon GPS, Cell phone, Video camera, radio, television, secretary, credit card, web browser, and a bunch of things you can't imagine, will all be in one device. Until artificial intelligence gets a lot better, you will operate most of this through a few buttons. It will get worse before it gets better.

tech
"I had no idea how high-tech and computerized even these obsolete sets had become."
Why make things simple when it's so much more fun to make them complicated? This used to be the basic difference between German Engineering and American Engineering. Unfortunately, with the ease of boiler-plating being simple has gone by the wayside.

OverDrawing the line
Mama has drawn the line and at age 80 will not positively NOT learn to use anything else. I got her a camera, with the advice of a friend, that is what he calls a PHD camera (Press Here, Dummy!) and she will use that one but do not get her a digital anything.

I have a phone that does nothing but make calls. (It took me a weeek to find out how to turn it off -- I just kept recharging it). I have stopped my music collection with CDs and will positively NOT graduate to things you stick in your ears and deafen yourself, likewise no DVD player for me. I have all the movies I want on Video and there I stay.

Over Christmas I showed Mama how to use the battery charger. *You put the pointy end next to the plus sign (P and P) and then you Plug it in. P, P and P! When the red lights go out, you unplug it.* She said my sister who bought it had taken 20 minutes to explain it and she had forgotten every word. But she can remember PPP all right.

Sowell at his most profound
I have always loved everything about Thomas sowell's mind in the realm of the political and the economic, but, as a proud Luddite and a wretched Ninteenth Century man trapped (completely against my will) in the 21st Century, Sowell's musings about the more ridiculous and burdensome aspects of the current technological revolution ring truer for me than almost anything else. He wrote a column similar to this one about a year ago. Together, they play for me like a great symphony, which I would prefer to be hearing curtesy of a 1962 RCA Dynagroove vinyl record and my 35 year old Yamaha turntable- which, by the way, I can figure out how to turn on without having to plow my way to page 47 of a 65 page instruction manual that was translated into English by a foreign techkie using some other foreign techkie's orignial draft.

Dissenter
Most software engineers aren't engineers.

I can write as well manuals as well as anybody, or maybe better.

The software I design doesn't need manuals. I always involve the users throughout the whole design process so that they have a sense of ownership. Every widget has an obvious label and displays its function with a mouse-over. Inactive widgets are grayed out, and buttons are relabeled when necessary.

The Start button on Windows is stupidly named.

Boot is short for bootstrap loader, originally loaded by punched tape into a computer just turned as no memory was then permanent and was erased when the power was removed. This allowed you to load and execute programs.

The hardware that I design has appropriately-labeled controls and I wrote my own manuals.

My software and hardware was always tested by technicians and users before design commitment and shipment.

Cell phones have limited real estate, but the designers seemed to have tried very hard to make them confusing.

Car radios and alarm clocks are particularly bad when it comes to setting the time. I had one decent alarm clock with setting wheels that would allow you to go backwards.





apple
Buy an Apple computer. They are simple to use.

Dr. Sowell's great column
Thank you for another great column.

What really worries me is that at the rate our civilization is going (John Edwards --Two Americas) we will soon really be two Americas. With a 30% high school dropout rate -- Who will read the 100 page manuals to the dropouts?

Will there be people at street corners who, for one dollar per page, read the directons to those who cannot read? I feel like that now when my computer helper comes to the house to help me solve a 15 minute problem.
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