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City of Bits Blog
Usability, user experience, technology, ethnography, design, the workplace, e-government and public policy, from a UK perspective


Wednesday, September 29, 2004  

Creative Commons UK launch

Time and date: 12-2pm Monday 4 October 2004
Venue: Edward Lewis Theatre, Windeyer Building, UCL, Cleveland Street, London W1
Speaker: Larry Lessig himself

RSVP to Ian Brown: I dot Brown at cs.ucl.ac.uk

More about Creative Commons.

9:16 PM| link to this item | 0 comments
 

Consumer medicines information

A few months ago, we invited information designer David Sless to UK Usability Professionals' Association to talk about re-design of consumer medicines information. His talk highlighted the types of improvements that medicine packaging and leaflets can benefit from, as well as the legislative controls in many countries that often prevent sensible changes from being made.

David has now posted a paper on his website discussing improvements made to Panadol instructions in Australia. Interesting reading for anyone concerned with information design or with improving patient safety through better design.

10:26 AM| link to this item | 0 comments


Tuesday, September 28, 2004  

Dyson and the Design Museum

James Dyson, inventor of the Dyson vacuum cleaner, has quit as chairman of the Design Museum in London, arguing that the venue was becoming a "style showcase". A statement released on his behalf says:

"By failing to give a lead to the public on the difference between design as styling and design as intelligent problem solving he believes the museum is perhaps neglecting its purpose."

11:30 AM| link to this item | 0 comments
 

Internet studies

A nice litle rant over at creativity/machine concerning trends in Internet studies. I'm sure that people in both this field and others will recognise Jean Burgess's description:

...a field which is not so much emerging as it is in the process of lockdown; validating itself as Serious and Important work via the tried-and-true technique of erecting a scaffolded structure of positivist social science research around the otherwise maddenly elusive [field name], furnishing the rooms with Big Topics (Regulation, Governance, and Law) that map nicely onto Big Institutions and decorating them with numbers - lots and lots of numbers.

9:40 AM| link to this item | 0 comments


Saturday, September 25, 2004  

Voting and the shortcomings of the ACM

The Communication of the ACM special issue on e-voting is now out (access only for ACM digital library subscribers).

Contents:

THE PROMISE AND POTENIALS OF VOTING SYSTEMS
Introduction ~ Peter G. Neumann, Guest Editor
Voting System Standards and Certification ~ Herb Deutsch and Stephen Berger
Independent Testing of Voting Systems ~ Carolyn Coggins
Implementing Voting Systems: The Georgia Method ~ Brit J. Williams
and Merle S. King
Small Vote Manipulations Can Swing Elections ~ Anthony Di Franco, Andrew Petro, Emmett Shear, and Vladimir Vladimirov
Auditing Elections Douglas W. Jones
The Code of Elections ~ Rebecca T. Mercuri and L. Jean Camp
Analyzing Internet Voting Security ~ David Jefferson, Aviel D. Rubin, Barbara Simons, and David Wagner
Source Availability and E-Voting: An Advocate Recants ~ Jason Kitcat

Though the special issue has merits, I feel that this is yet another missed opportunity, along with the recent ACM statement of policy on voting systems. Yes, the ACM is the largest computing organisation in the world, but it also has a large and active human-computer interaction special interest group (SIG-CHI). Voting is not all about technology, and the human factor is largely ignore in this special issue.

As Whitney Quesenbery, president of the Usability Professionals' Association and founder of its Voting & Usability Project, states:

As many of us have pointed out many times, the problems in Florida 2000 were not computer problems, but an information design and usability error -- one that could have been avoided through better training and usability testing. As important as issues of security and audit trails are, usability is also a critical factor in voting systems.
Perhaps the only article in CACM that addresses this major concern is that by Mercuri and Camp, which adapts Lawrence Lessig's ideas from his Code and Other Laws of Cyberspace to discuss the interaction of society with technology. I think it's worth quoting some of her concluding remarks in full:
Federal election initiatives, such as HAVA (written into law as a direct result of the Florida 2000 Presidential election controversy and the subsequent malfunction of new election equipment in that state during 2002), the U.K.’s remote voting project (intended to promote turnout), as well as Ireland’s attempt to computerize its national elections by 2004, have all met with resistance. These legal solutions seek to resolve organizational, economic, and political problems with technology that cannot be independently validated as unbiased. Under such conditions, the proposed technology inevitably fails, in the larger sense, to solve the underlying issues that caused the initiatives in the first place. For example, the new voting technology does not ensure usability. There is nothing in HAVA that prevents a touchscreen voting machine from displaying a butterfly ballot layout, as was used with South Florida’s earlier punch-card systems. New technology introduces new problems—such as when color and voice capabilities may be subtly persuasive. The problems of digital voting are due to a combination of technological utopianism and a lack of technology-neutral definitions of social barriers, resulting in an organizational inability to perform an unbiased examination of how and when technology can best be applied.

As the technology is incapable of meeting false hopes, experts are finding themselves in a variety of roles, from guru to skeptic. Indeed, voting technology is following the same cycle as radio broadcasting, Internet commerce, telephony, and many other significant innovations [10]. First there is hope is that the technology will solve all problems. Then comes despair at the failure of the technology to meet the impossible promises of its most zealous supporters. Finally, a regulatory response occurs in order to address technology as embedded in society.

Hopefully, the ongoing discussion between and within the scientific and election communities can be harnessed to developing consensus that can be translated into better products and procedures, rather than (as some have asserted) being harmful by raising undue fears among the electorate....
In the meantime, others are steaming ahead, addressing just such issues. Whitney reports:
This week, the EAC Technical Guidelines Development Committee held hearings with a full day devoted to human factors and privacy. (Agenda and list of participants: http://vote.nist.gov/TGDCAgenda3Dayfinal2.pdf)

Public testimony is being posted as it is submitted, and the complete transcript will be posted within the week. If you'd like a good sense of the scope and range of human factors and usability issues in elections, this is a good place to start:
http://vote.nist.gov/HearingsandTranscripts.htm
It's a pity that CACM is not reporting on such high profile initatives.

10:37 AM| link to this item | 0 comments


Friday, September 24, 2004  

Boris Johnson: MP, man about town and Blogger

With the official launch on Monday of Boris Johnson's blog, we now have the first blogging Conservative MP, though it seems to be 'Melissa' that's making most of the posts at the moment.

4:28 PM| link to this item | 0 comments
 

e-voting update

Wired News reports E-Voting Fears Soar in Swing States and Activists Find More E-Vote Flaws (on Bev Harris's claims), while Yahoo News carried a Reuters story, Electronic-Vote Critics Urge Changes to System, also on the Bev Harris story. Fox News reports on getting monkeys to use voting machines.

Meanwhile the Associated Press carries a story from New Orleans about the failure of voting machines to be delivered for a vote on a constitutional amendment last Saturday (thanks for the info to Whitnmey Quesenbery), demonstrating that there's nothing virtual about 'e-' when it comes to voting:

"At least 59 precincts did not have the machines when the polls opened at 6 a.m., apparently because drivers hired to deliver them did not show up, said Scott Madere, a spokesman for the secretary of state, Fox McKeithen."
In Spain, Rebecca Mercuri and others will be speaking at Votobit II, taking place in Leon on 7-8 October (thanks to David Glaude for the info), while in the UK, New Media Knowledge is finalising its line-up of speakers for its panel E-voting: Policy and Practice, to take place on 4 November.

10:44 AM| link to this item | 0 comments
 

The Ideal Government Project, Pt II

William Heath has now cross-posted the remarks I made yesterday about The Ideal Government Project to the project blog, and also reports that a meeting with the new UK government CIO, Ian Watmore, has now been scheduled for early November. So time to put the thinking caps on.

10:36 AM| link to this item | 0 comments
 

BlogWalk 4.0 follow-up

Suw Charman has posted the BlogWalk window wiki to the Headshift blog, where she also brings together some comments made in the afternoon about introducing social tools to corporates.

9:28 AM| link to this item | 0 comments


Thursday, September 23, 2004  

More Guardian blogs

The launch on Tuesday of The Guardian newsblog is a welcome addition to the blogging skyline.

6:48 PM| link to this item | 0 comments
 

Accessibility and women

This week's London UK UPA meeting had a lineup of four women talking about accessibility: Professor Helen Petrie of City University, Kath Moonan of Poptel Technology, Bhiru Shelat of System Concepts (replacing Allison Tynan of System Concepts) and Leonie Watson of Nomensa.

Is this a first for a tech-centred event? Are women more concerned about accessibility and other human-related issues than men?

This is at least a counterweight to the recent complaints on Misbehaving about a lack of women speakers.

3:19 PM| link to this item | 0 comments
 

The Ideal Government Project, Part I

Over at Kable, William Heath has set up The Ideal Government Project (thanks Robin). William's idea is to brainstorm what we want out of e-gov, and feed the good stuff back to the upper echelons of government.

William's question is about outcomes, end products.

I also think we need to address how projects are created and proceed. The two are not unrelated. By modifying how projects are researched, selected, designed and developed, and the people involved and the boundaries of the problem, we can radically alter the nature of what is created.

Take a for instance. Isobel Harding recently described the work being undertaken by the Local e-Democracy National Project. Looking at the Project's website, I get the distinct impression that the idea is for local authorities to learn from other local authorities. But what about all the exciting projects that have been developed - innovatively and highly cost effectively - in the voluntary sector? Is this self-limiting approach a consequence of those involved in such projects being local authority people themselves, I wonder.

When I asked Isobel about tools - which is what she said they were promoting - she mentioned, amongs other things, avatars. Those in the not-for-profit sector groan. Been there, done that, sounds trendy but is largely a waste of time...Almost inevitably, the public sector seems to be - a few years? - behind the rest of us. There's perhaps a wish to learn from best practice, but only from public sector practice. What about learning from the mistakes and achievements of the private, or not-for-profit etc. sectors? What about saving money - that can then be spent more productively - by not trying to reinvent the wheel?

I don't think this is so much a question of 'not invented here' (though you do see this in any sector). It's more that the public sector has not really figured out how to relate to the rest of society: it's a little trickier, the structures are different, the relationships are not established, and so maybe it's easier not to.

It has to be said that other-sector initiatives may also seem a little scary to those in government. They Work For You - currently still in beta - has parliamentary proceedings with self-posted comments from ordinary people. How scary is that?! But in this context scary is interesting rather than bad. Risk is something that needs to be taken on board, but with an acceptance that there will be some failures as well as successes (and this is perhaps a good reason why we need to move away from the Public Accounts Committee model of accounting for what the public sector does).

I would encourage people in the public sector to explore what's going on out there, outside their own walls. There are some very bright people with some very interesting ideas and applications who are already making things happen, and who are largely doing this as a labour of love. They're not getting the funding they truly deserve. You need them and they need you.

10:24 AM| link to this item | 0 comments


Monday, September 20, 2004  

BlogWalk 4.0

BlogWalk 4.0 was held on Friday, with a focus on blogging behind the firewall. It was good to catch up with David Wilcox, Mark Brady and Lee Bryant, and to meet other bloggers working or interested in the commercial-organisational space.

Those there, including one or two who dropped in for meals and so forth, included:

Suw Charman
David Wilcox
Anu Gupta
Lloyd Davis
Julian Elve
Ian Glendinning
Desiree Gosby
Omar Green
Lee Bryant
Martin Roell
Ed Mitchell
Riccardo Cambiassi
Paul Goodison
Chris Macrae
Mark Brady
Matt Mower
Johnnie Moore
Lilia Efimova

10:47 AM| link to this item | 0 comments


Thursday, September 16, 2004  

They Work For You

I meant to blog last week that Tom Loosemore and Stefan Magdalinski report that all is sweet and fine with They Work For You, intellectual property-wise.

That's good news indeed.

4:00 PM| link to this item | 0 comments
 

Touching the State

The Design Council is launching Touching the State next month (14 October) at the Houses of Parliament. Coverage: how design mediates citizen-state encounters, with particular respect to voting, jury service and the new citizenship ceremony. My piece of the report concentrates on user-centred design and voting.

Is there anyone who feels they really should be there? If so, let me know.

3:45 PM| link to this item | 0 comments
 

Mistaken

What a brilliant title: "The Man Who Mistook His Life For An Organiser" (cf. Oliver Sacks ' The Man Who Mistook His Wife for a Hat).

The Man Who Mistook His Life for an Organiser, By Mike Harris

Nigel Edge's electronic mobile-cum-organiser was the symbol of his tidy humdrum life. Meticulously separate windows for his wife, children, aged parents, hobbies and work. A place and a time for every person and appointment. But when the organiser starts to malfunction, Nigel's worlds start to collide, with darkly comic results.
And no, I haven't succumbed, nor do even using the organising functions on my Sony Ericsson all-dancing mobile.

2:20 PM| link to this item | 0 comments
 

Blogging conference?

There's talk just starting about organising a proper blogging/social software conference in the UK. Stay tuned.

This did get me thinking once again about how many bloggers are out there now in the UK blogosphere, and in my view the number of serious bloggers has risen over the last year. I've noticed this on my own blogroll, where the ratio of UK blogs to US has gone up over the last 18 months, partly as a consequence of new UK blogs being started (and continued).

1:00 PM| link to this item | 0 comments


Wednesday, September 15, 2004  

Direct action and politics

Parliament Square is full of demonstrators and some have even managed to gain access to the House of Commons chamber this afternoon.

Also this week, Fathers4Justice gained access to Buck Palace as part of a protest.

Are we seeing a rise in direct action?

And who said that people have lost interest in politics?

NB Following the Demos comment on this post, I should confess my own interest in this area: I spent a not inconsiderable part of my adolescence listening to the PM programme on Radio 4 and wondering about going into politics, and then another not inconsiderable part of my student years taking direct action with Piers Corbyn, brother of MP Jeremy (meetings with Ken Livingstone in his palm tree and safari-suit phase at County Hall, before he became Red Ken; pressing High Court documents on to the then GLC head of housing, Giles Tremlett, as he mumbled on the phone to his lawyer; appearing on ITN News, to the surprise of my mother, and more). Fortunately this was in pre-Web days, so I doubt there's too much evidence out there.

Through the system or outside the system? That's the issue that Estelle Morris has faced, as Sophia Parker has just commented on this blog.

At last week's IPPR event, a couple of the usual - and expert - suspects, central to creation of much new media wonderful stuff of great public import, commented afterwards in the pub that the skills in UK government were sometimes lacking but that they, personally, didn't want to work in that - constricting? - environment.

5:14 PM| link to this item | 0 comments
 

Commenting

Now that Blogger has finally introduced a commenting system, I must get rid of the freeware third party one I tacked on (it works, but only just, as commenters have noted) and transfer to Blogger, though this will mean losing all the comment history.

This will entail fiddling around with both third party code and Blogger settings, so bear with me.

3:27 PM| link to this item | 0 comments
 

Demos sees the light

Demos has just launched a publication by Ed Straw tackling the knotty subject of generalists versus specialists in the public sector, which has been blogged by Sophia Parker, who suggests:

"Perhaps then what we need are civil servants who are specialists in systems and process design. In other words, people who are able to craft a process that is designed to include as many people as possible to participate in the creation of value."
A response:

Welcome to the - user experience - world, Sophia.

There have been a fair few people who, for some time, have advocated on behalf of users, workers, humans in general, however you want to describe the people who have to use 'systems' in the widest sense of soft systems (products, services, environments etc).

There is even a whole literature, built up over the last couple of decades: check out participatory design, co-design, contextual design, user-centred design, design research etc etc.

Users, front-line workers, citizens etc. can contribute enormously to the framing and delivery of services. And their absence can severely handicap initiatives. Or make them pointless.

Such approaches are now widely recognised as valid by academia, blue chips and so on (the bottom line really does concentrate the mind).

Agreed, there are few such people in the public sector. Much of the public sector just does not hire in this area at all. I had one public sector policy person, who shall remain nameless, ask me over a coffee recently whether this idea of users/user-centred design/user experience/usability was of any importance at all...and the experience at IPPR the other evening (see previous post) was dispiriting too. Though there are, to my knowledge, at least a few government agencies now interested in developing such know-how internally, as well as a number of others who have started to make inroads by contracting out certain aspects.

When you are out with people, looking at what they do and talking to them about what's important, they're very willing to help, and contribute immensely to final designs of products, software, websites, systems, services. It's just astonishing that so much work is still done without using this - often free - resource. And depressing when public sector people say that's all that's needed is more marketing.

Take a look at some research to be presented tomorrow at a conference, concerning the language of diabetes websites. If we don't fully take on board the language people themselves use and understand when talking about their condition, how can we hope to communicate?

Anyway, that's the end of the rant;-)

Ed Straw's piece on the end of gifted generalists in the civil service seems very timely. I'll read it with interest.

1:09 PM| link to this item | 0 comments


Tuesday, September 14, 2004  

e-Government - the Canadian experience

Canada is considered to be at the forefront of e-government, and Michelle D'Auray, formerly CIO for the government of Canada, was in town last week to speak at an IPPR event at Portcullis House.

All of what she said was sensible:
The process is about service reinvention, not about technology;
It's sensible to try to improve services and their delivery mechanisms rather than just apply the patch of e-gov;
IT is a tool and no more;
The Canadian focus was on citizens and delivering enhanced and client-centred access to services;
A focus on end users allowed them to begin a culture of change;
Her department did plenty of qualitative research to establish who wanted what services before trying to implement anything;
Services were then developed in conjunction with a range of user groups (including government employees);
Employee satisfaction is key to achieving quality of service;
One reason why some Canadians prefer online communication is that "we don't have to see a bureaucrat".

There are a number of differences betwen the Canadian and UK situations (population, density, land area, level of online use...) but still much that can be learned.

While Marcus Robinson of Accenture, another members of the panel, delivered what was promised (a quick run through the firm's latest international e-government comparison), the less said about the other two speakers - particularly the man from 'gov3') the better. When someone states that "what we need is more customer-focused marketing" as a response to the problem of take-up and the need for research into what people really want, I just get depressed. I am reminded of GK Chesterton: "It isn't that they can't see the solution. It's that they can't see the problem." (from The Scandal of Father Brown). Take-up is not a superficial issue to be addressed purely by marketing. Poor take-up suggests more fundamental problems concerned with what is being provided, in what context, and in what manner.

Link to Will Davies' blog post on this event.

2:54 PM| link to this item | 0 comments
 

More Gmail invitations

Once again I have a surfeit of Gmail invitations, so if you're one of the few people not to have an account, let me know.

2:51 PM| link to this item | 0 comments


Friday, September 10, 2004  

UPA panel on accessibility

The following speakers have now confirmed for the UPA's 20 September panel event in London:

Helen Petrie, Professor of Human Computer Interaction at City University (and responsible for much of the Disability Rights Commission research for their accessibility report)
Allison Tynan, consultant at usability consultancy System Concepts
Kath Moonan, Poptel Technology
Leonie Watson, head of accessibility at Nomensa, and Chairman of UA-WG (screen reader user)

See the events calendar for more details.

5:43 PM| link to this item | 0 comments


Wednesday, September 08, 2004  

Airport security: technology, people and paperwork

I've written recently about airport security, pointing out that the human factor is much more important that technical issues.

Tuesday night's BBC Whistleblower documentary, based on undercover reporting of security at Manchester airport (one of the UK's busy regional airports), was an eye-opener, and supported this view.

Paperwork (for management purposes) was completed that recorded more bags having been checked than was the case; x-ray monitors were left unattended as passengers passed through the security area; staff continued to use archway metal detectors that were clearly malfunctioning; and planes were left open and unattended overnight despite supposed security procedures.

There seemed to be a vast chasm between what was supposed to happen and what did in fact happen. Targets and ratios were monitored on paper. But as one team leader said, "It's just a paper exercise". The BBC undercover was constantly encouraged to "put a few ticks on the chart" to make up quotas or targets.

This approach seemed to be accepted, even encouraged, by supervisory and managerial staff, who forewarned operational staff of visits by 'covert' Department for Transport inspectors.

The situation certainly seems to have been influenced by substantial staff cutbacks in recent years, which seem to have resulted in too few staff being available to comply with official procedures. The result is widespread cynicism among airport staff concerning security.

As someone at Manchester airport said, speaking of management attitudes, "Nobody is taking on board why we provide security at Manchester airport".

It doesn't really matter how sophisticated the technology is. If the people who use and manage it ignore the purpose of the exercise, there might as well be nothing there at all.

11:28 AM| link to this item | 0 comments


Tuesday, September 07, 2004  

Post-geekism?

Yesterday's final of University Challenge: Professionals was a close-run contest, but the deserved winner was the team from the British Library - featuring the BL's web content editor as one of the four team members - with the Oxford University Press team - featuring a female software engineer - the runner up.

8:22 AM| link to this item | 0 comments


Monday, September 06, 2004  

Education websites and spelling

Crossways Academy sixth form college is a new hi-tech school just down the road from me. Lots of ICT investment and a spanking new website. It seems to be in a hurry to hire staff and enrol (or enroll) pupils. According to E-goverment Bulletin, Crossways is:

The first of a new breed of "smart schools", delivering lessons, coursework, TV content and telephony over state-of-the-art networks...
Unfortunately, the first boo-boo is on the Crossways home page: 'enrolement' [sic], anyone?

Over the last few weeks, as school exam results have been released, there's been much discussion in the press about falling standards. Once upon a time, spelling errors from pupils reduced marks in exams. Perhaps taking care of elementary website errors should be a higher priority for an education institution, or the impression will be given that standards really are falling.

4:08 PM| link to this item | 0 comments
 

Blog poll

British MP Tom Watson is currently running a straw poll on his website regarding hunting with dogs.

4:07 PM| link to this item | 0 comments


Saturday, September 04, 2004  

Attention management, and activity as a building block

I've spend quite a bit of time studying people in their workplaces, and analysing how they work, so it's always interesting to see insights from others on the subject.

Computerworld carries a short piece from Irene Greif, The Socialisation of Collaboration, where she refers to the idea of attention management. How can we manage the demands put on individuals through communication and collaboration tools? According to Irene, a sense of overload with e-mail correlates with the number of parallel communications.

One step further, how does the increasing number of parallel channels operating simultaneously in the wider communications environment affect people? Irene points to 'activity' as the "basic building block for supporting effective work processes".

[Thanks to Natalie Hanson, bedrock of Anthrodesign, who was over in London from Philadelphia this week.]

2:21 PM| link to this item | 0 comments


Friday, September 03, 2004  

Demise of iSociety

So iSociety disappears in a puff of smoke...It was a fun project for those who worked on it, and most have now found new professional homes.

Perhaps someone would care to put the dead blog out of its misery.


Postscript: Well Bill Thompson beat me to it: there was me bemoaning the death of iSociety blog (at 4.19 pm), and then, before you could say 'where's my logon and password', he goes and posts (4.31 pm).

4:19 PM| link to this item | 0 comments
 

Warchalking

Matt Jones gets a mention from Jack Scofield on today's Word of Mouth (BBC Radio 4), in a brief history of wi-fi.

4:12 PM| link to this item | 0 comments


Thursday, September 02, 2004  

Translation

This web page from the Fifth World Forum on E-Democracy, from France, claims to be in English. I'll leave it to you to decide whether it is or not.

But it has to be said that the most common problems with translations into English from most other languages are:

false friends and other inappropriate nouns for the context (such as 'interventions' for 'speakers' or 'presentations' or 'speeches' or 'participants', depending on context, or 'experiments' for 'experiences', 'online inscriptions' for 'online registrations', both in this text).

wrong prepositions ('of' instead of 'for' or 'for' instead of 'to').

mis-spellings involving consonant clusters (e.g. 'Norht' for 'North' or 'Desing' for 'Design' or 'thouhgt' for 'thought').

serious over-utilisation of definite pronouns ('the expression and consulting' in this text)...

unknown abbreviations in the target language (e.g. 'nicts' or 'TIC' in this text), or mixing of abbreviations/aconyms from two different languages in the same text.

Misuse of phrasal verbs - which can change meaning completely, or even reverse it - and a whole host of other errors come a fair way down the list in terms of frequency.

As someone experienced in deciphering such translationese, even I often find it difficult to understand what the text is trying to tell me. For example, what exactly - or approximately - does 'stakes of free electronic administration' (from the website text) mean? Bullet points and lists can often be the worst culprits: there's no context to help the reader get the gist.

To misquote Jane Austen, I believe it is a truth universally acknowldged among translators that the average Frenchman in possession of a good dictionary will not mangage to produce a good - or even comprehensible - English text. Just as I, qualified to translate from various languages into English cannot, despite the presence of several dozen dictionaries in this office, and undoubted verbal facility in several languages, write publication-quality Spanish, Catalan, Italian, Portuguese...

In a voluntary or not-for-profit project, there are often a few 'other language' natives around. Maybe even some experienced translators. Make use of them - especially the latter - if you can: they will make your Web presence look a lot more professional. The first prerequisite for good text is that the writer is able to write well in the target language, so prefer a native speaker to a dabbling student of English. Your student would need to have *at least* Cambridge Proficiency/CPE to stand a hope of producing something decent, and most CPE holders still make usage errors when writing English.

4:49 PM| link to this item | 0 comments
 

UK online grocery shopping

As a major-league online grocery shopper - I only visit a real-world supermarket around two or three times a year now - I was interested to see the results of a Which? survey, as reported by The Register.

Nowadays, the only online supermarket I use is Ocado (I then do some day-to-day shopping at small and specialist suppliers)...which just happens to come out top in the Which? survey:

Researchers gave "gold stars" to Ocado - the on-line grocer set up in partnership with Waitrose - and WaitroseDeliver after they were "consistently rated above average by customers, and they are the clear leaders in overall service".
Ocado/Waitrose has consistently come out top in surveys from both Which? and Good Housekeeping.

Over the last year, Ocado has gently upgraded its online presence, one small step at a time, with new and useful features. It now takes me around 20 minutes to do my main shop: I have several lists set up; and some thought seems to have gone into site search, which works well. I'd rate the usability of the website as well above average for any sector.

Ocado also has a good offline experience: convenient deliveries - with the option of selecting a delivery time when the Ocado van will be in your area anyway - excellent delivery staff, and very few ordering no-nos. The one exception was when they delivered three packs of fresh asparagus instead of three tins of asparagus, the day before I was going on holiday. So I spent a day eating lovely fresh asparagus. Not so bad, really.

Meanwhile Tesco - which I briefly gave a test run more than 18 months ago - is still bombarding me with what I consider to be e-mail spam. And Sainsbury's, well, I didn't even bother to try them out after I saw their website some considerable time ago.

Ocado was perhaps slower than its competitors in getting online and setting up geographic coverage for deliveries. It chose to take things one step at a time, and the plan seems to have paid off. I often mention to people where I buy my groceries online, and that's the kind of publicity that money can't buy.

2:36 PM| link to this item | 0 comments
 

Anthrodesign meetup

For anyone interested in ethnography and anthropology as applied to design and design research, there's an Anthrodesign dinner in London tonight:

Meeting at the Freemason Arms, 81-82 Long Acre, London WC2E 9NG (Covent Garden).

No time announced, though you can check out Natalie Hanson's phone no. on the discussion list if you're thinking about going.

Anthrodesign group website: http://groups.yahoo.com/group/anthrodesign/

12:19 PM| link to this item | 0 comments

 
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