Thanks a lot!
On Fri, Jan 19, 2018 at 02:53 [log in to unmask] <
[log in to unmask]> wrote:
> Hi All,
>
> Sorry it’s taken me a while to get back to this. You asked:
> > have you ever tried mathematical models
> > (such as cluster analysis, multiple correspondence analysis, some forms
> of
> > machine learning etc.) to see whether there are some hidden patterns in
> how
> > the performance deteriorates? Or how these new rules are invented?
>
> No, we have not. But not because of lack of understanding of such things.
> We are in the main dealing with very small numbers and the reasons for the
> deterioration are fairly obvious, particularly if we have a good
> understanding of the context in which the information is used because of
> our earlier design work.
>
> If we do repeat testing of designs with people, we typically use small
> numbers of participants: between about 6 and 15.
>
> We used to do larger sample sizes when we used to do error analysis of
> paper forms: a sample of 200 was quite common. (Sless, David, and P Fisher.
> “Improving Information Management in the Insurance Industry.” Information
> Design Journal 6, no. 2 (1990): 103–29.)
>
> But the reasons for many of the changes we see over time are fairly
> obvious when we detect them. As an example, in the area of design of
> utility bills, banking statements, and financial documents such as
> insurance and superannuation (retirement savings), patterns of interaction
> and expectations of customers have changed—at least in Australia. The
> standard used in most of these documents is to provide customers with a
> single contact number for any inquiry. When you ring the number as a
> customer, you have to listen to a long list and choose a number from the
> offered menu. We see a growing number of customers complaining about this
> and asking for the menu numbers to be spelt out on the bill itself so that
> they don’t have to rely on their memory of the options as they are recited
> by the ‘voice’ when the phone is answered. Also, they can then go directly
> to the option they want, or complain if the option they want is not
> available.
>
> This type of small dynamic changes in complex systems, and the rules
> people invent to deal with them, are an ongoing feature of all ‘language’
> communities. The new conventions arise out of the dynamic interaction of
> participants. In hindsight they often seem obvious, but that is the nature
> of hindsight, not the situation itself. Moreover, before the introduction
> of recorded voice messages, such a convention or rule would be meaningless.
>
> Hope this helps.
>
> David
> --
>
>
>
> blog: http://communication.org.au/blo <http://communication.org.au/blo>g/
> web: http://communication.org.au <http://communication.org.au/>
>
> Professor David Sless BA MSc FRSA
> CEO • Communication Research Institute •
> • helping people communicate with people •
>
> Mobile: +61 (0)412 356 795
> Phone: +61 (03) 9005 5903
> Skype: davidsless
>
> 60 Park Street • Fitzroy North • Melbourne • Australia • 3068
>
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