If only today's technology were simpler! It's the universal lament, but it's wrong. In this provocative and informative book, Don Norman writes that the complexity of our technology must mirror the complexity and richness of our lives. It's not complexity that's the problem, it's bad design. Bad design complicates things unnecessarily and confuses us. Good design can tame complexity.Norman gives us a crash course in the virtues of complexity. Designers have to produce things that tame complexity. But we too have to do our part: we have to take the time to learn the structure and practice the skills. This is how we mastered reading and writing, driving a car, and playing sports, and this is how we can master our complex tools. Complexity is good. Simplicity is misleading. The good life is complex, rich, and rewarding -- but only if it is understandable, sensible, and meaningful.
We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen toyour customers and offers friendly, practical, andeasy-to-implement solutions for incorporating customer engagementinto your business plans and keep the crowds singing yourpraises. The book will show you simple and attainable ways to increasecustomer experience and generate sales growth, competitiveadvantage, and profitability. You'll get the know-how tosuccessfully optimize social media to create more loyal customers,provide feedback that keeps them coming back for more, become atrustworthy and transparent entity that receives positive reviews,and so much more. Gives you the tools you need to target customers moreprecisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty inorder to achieve success through multiple channels Explains how a fully-engaged customer can help you outperformthe competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, andCustomer Experience For Dummies shows you how to stayrelevant, add value, and win and retain customers.
In the past two decades, the Internet has come to dominate every aspect of everyday life. This has been a huge change for many of us, and, for the younger generation - born into this situation - there has been no other way of living. How does this new way of life affect our health and happiness, our well-being? How does it affect our relationships, our friendships? Has the definition of friendship changed now that we have hundreds of friends on Facebook? Why is it that some people find it so hard to talk to people in their daily lives but find it so easy on the Internet? People spend so much time on the Internet - so what do we actually do on there? Why are some people so aggressive and others exceptionally helpful? Are these behaviors that we see from the same people offline? How do we take decisions online and which groups would we rather belong to online where nobody knows us, rather than revealing our true identity to the outside world? The new edition of 'The Social Net' provides a comprehensive understanding of the social aspects of the Internet. It contains chapters on topics such as identity manipulation, online romantic relationships, online decision making, the internet and aggression, and online prejudice and discrimination. The book provides the reader with an understanding of both the negative and positive influences of the net and is an exceptionally useful guide for for how to use the net to improve wellbeing. Today, when there is so much negative publicity surrounding the Internet - despite our reliance on it - this book provides a much needed balanced understanding of the Net and its influence.
This is the fifth book published within the Ashgate Studies in Resilience Engineering series. The first volume introduced resilience engineering broadly. The second and third volumes established the research foundation for the real-world applications that then were described in the fourth volume: Resilience Engineering in Practice. The current volume continues this development by focusing on the role of resilience in the development of solutions. Since its inception, the development of resilience engineering as a concept and a field of practice has insisted on expanding the scope from a preoccupation with failure to include also the acceptable everyday functioning of a system or an organisation. The preoccupation with failures and adverse outcomes focuses on situations where something goes wrong and the tries to keep the number of such events and their (adverse) outcomes as low as possible. The aim of resilience engineering and of this volume is to describe how safety can change from being protective to become productive and increase the number of things that go right by improving the resilience of the system.
An endlessly fascinating, beautifully designed survey of time—how long things take, how long things last, and how we spend our days Our relationship to time is complex and paradoxical: Time stands still. Time also flies. Tomorrow is another day. Yet there's no time like the present. We want to do more in less time, but wish we could slow the clock. And despite all our time-saving devices—iPhones, DVRs, high-speed trains—Americans feel that they have less leisure time than ever. In an era when our time feels fractured and imperiled, The Book of Times encourages readers to ponder time used and time spent. How long does it take to find a new mate, digest a hamburger, or compose a symphony? How much time do we spend daydreaming, texting, and getting ready for work? The book challenges our beliefs and urges us to consider how, and why, some things get faster, some things slow down, and some things never change (the need for seven to eight hours of sleep). Packed with compelling charts, lists, and quizzes, as well as new and intriguing research, The Book of Times is an addictive, browsable, and provocative look at the idea of time from every direction.
An analysis of two heuristic strategies for the development of mechanistic models, illustrated with historical examples from the life sciences. In Discovering Complexity, William Bechtel and Robert Richardson examine two heuristics that guided the development of mechanistic models in the life sciences: decomposition and localization. Drawing on historical cases from disciplines including cell biology, cognitive neuroscience, and genetics, they identify a number of "choice points" that life scientists confront in developing mechanistic explanations and show how different choices result in divergent explanatory models. Describing decomposition as the attempt to differentiate functional and structural components of a system and localization as the assignment of responsibility for specific functions to specific structures, Bechtel and Richardson examine the usefulness of these heuristics as well as their fallibility--the sometimes false assumption underlying them that nature is significantly decomposable and hierarchically organized. When Discovering Complexity was originally published in 1993, few philosophers of science perceived the centrality of seeking mechanisms to explain phenomena in biology, relying instead on the model of nomological explanation advanced by the logical positivists (a model Bechtel and Richardson found to be utterly inapplicable to the examples from the life sciences in their study). Since then, mechanism and mechanistic explanation have become widely discussed. In a substantive new introduction to this MIT Press edition of their book, Bechtel and Richardson examine both philosophical and scientific developments in research on mechanistic models since 1993.
Living systems exhibit a fundamental contradiction: they are highly stable and reliable, yet they have the capacity to adapt to changing environmental conditions. This paradoxical behavior arises from the complexity of life--a high degree of order and cooperation that emerges from relatively simple interactions among cellular components. The Complexity Paradox proposes inventive, interdisciplinary approaches to maintaining health and managing and preventing disease by considering the totality of human biology, from the cellular level on up to entire populations of individuals. From the perspective of complexity, which acknowledges that there are limits to what we can know, Kenneth L. Mossman opens the door to understanding essential life processes in new and extraordinary ways. By tying together evolution, functional dynamics, and investigations into how the body processes energy and uses genetic information, Mossman's analysis expresses a unified theory of biology that fills a critical niche for future research in biology, medicine, and public health.
The concepts of evolution and complexity theory have become part of the intellectual ether permeating the life sciences, the social and behavioral sciences, and, more recently, management science and economics. In this book, John E. Mayfield elegantly synthesizes core concepts from multiple disciplines to offer a new approach to understanding how evolution works and how complex organisms, structures, organizations, and social orders can and do arise based on information theory and computational science. Intended for the intellectually adventuresome, this book challenges and rewards readers with a nuanced understanding of evolution and complexity that offers consistent, durable, and coherent explanations for major aspects of our life experiences. Numerous examples throughout the book illustrate evolution and complexity formation in action and highlight the core function of computation lying at the work's heart.