2020年12月2日 星期三

On Tech: Why your work software stinks

Here's why you hate some of the technology you use for work.

Why your workplace software stinks

Scott Gelber

I’m going to make an educated guess that you hate at least some of the technology you use for work.

Let me explain why, and how this big-ticket merger of two companies you may never have heard of relates to your fury. The bottom line: The most important quality of technology for businesses is whether a boss can be convinced to buy it, not whether you like it. It’s dreary but true.

Let me take you back to when technology was mostly something that companies used, not the rest of us. Then, technologies lived or died based on whether some dude in a suit and tie could be convinced that it was worth buying for his company.

An automaker bought software to track all the parts for its cars. An insurance company bought software to churn out bills to customers. Once email came along, your employer might have bought accounts for everyone. Probably no one asked the people using this technology whether it was useful and good. It mostly mattered whether the employer thought it was worthwhile.

That has changed — but only kind of.

One of the Big Ideas of technology in the last decade — a Big Idea that is only partly true — is that workers now have influence over the technology we use.

Software coders can use something called Airtable to manage a project without telling their bosses. A financial adviser might choose to trade documents over DocuSign with clients. A few colleagues could decide to use Zoom Video for team meetings or Slack to communicate by instant messages, and maybe later convince their employer to pay for versions with more features.

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When the workers rather than the bosses decide on the technology, it matters whether the technology is nice to use. So those newer workplace technologies mostly don’t stink, or they stink less than older stuff.

But. This ideal of the empowered worker is not exactly true. I’m guessing that your bosses didn’t ask if you like the corporate expense or billing software you might use. Restaurant cooks probably don’t have a say in the order input systems they use, and health care workers don’t usually pick the software that clocks their hours or maintains patient records.

Technology may have changed but one thing that has held over from the old days is that it still really matters whether a boss in a suit and tie believes the technology is useful or easy to buy. (He is also probably still a dude.)

That is one big reason Salesforce, a company that sells a zillion kinds of software mostly bought by bosses, has agreed to pay $27.7 billion to buy Slack, one of the young companies predicated on the half-truth of the empowered worker. Giants like Salesforce can more easily sell software to the suit-and-tie types, especially to the largest companies that spend the most on technology.

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In a way, this is a bummer. Slack, DocuSign, Airtable and other young companies can make nice software that you like, but someone at a company generally still pays for it. And it’s easier for Salesforce, Microsoft, Oracle, SAP, Workday or other corporate software supermarkets to sell employers on a collection of technologies that maybe mesh well together or are cheaper to buy in a bundle.

Slack sold out in part because of the perception that it couldn’t withstand Microsoft, which offered similar workplace software included in a grab bag of technologies that many corporations already buy. (My colleague David Streitfeld wrote about Salesforce going head-to-head with Microsoft.)

Supermarkets like Microsoft and Salesforce can and sometimes do make nice software, but employers’ priorities often conflict with making technology that is easy to use.

A lot has changed about the technologies we encounter at work. But the person writing the checks is still the most important customer, and that probably means you’ll hate the software you use at work.

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Before we go …

  • A broom handle is not a gun: My colleague Davey Alba wrote in February about a school district in New York that became one of the nation’s first to adopt facial recognition technology. The aim was to spot unwanted visitors, and help prevent mass shootings and stop sexual predators. In a follow-up, Vice News wrote that the company behind the facial recognition software wasn’t upfront about the technology misidentifying Black students. At times, it also made serious errors, including identifying broom handles as guns.
  • The demanding, mobile-tracked lives of app workers: NPR followed couriers in Beijing working 12-hour days to deliver packages for China’s e-commerce delivery services. Their every movement is tracked by app and they live in fear of a mistake or bad customer review that would cut their pay. My colleague Kimiko de Freytas-Tamura also wrote about the challenges of workers for restaurant delivery apps in New York.
  • A warning for holiday shoppers: The Wall Street Journal reported that UPS ordered delivery couriers not to pick up some recent online shopping orders from a handful of big U.S. retailers like Macy’s, suggesting that delivery companies are having a tough time managing our zeal for online holiday shopping. I wrote a newsletter in October about these feared delays, dubbed “shipaggedon,” and how shoppers might navigate them.

Hugs to this

May I recommend the burnt sienna crayon for the pancreas? A hospital in New York made an anatomy coloring and activity book for kids.

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Why Your Child Hates to Lose

How to deal with a competitive kid.

Why Your Child Hates to Lose

Gabriel Alcala

A lot of parenting questions boil down to: Is this a thing, or is something wrong? We run an occasional series explaining why certain things seem to happen to your kid (or to your body or to your relationships) as your child grows. This week, we’re talking about competitiveness. If you have a question for a future “Is this a thing?” email us.

Q: My almost 5-year-old son cries at school, home and at dance class when he’s not first in line, or if he doesn’t win a game. He sometimes won’t play games like bingo or tag because he might not win. Should I be worried? We have talked to our son about taking turns and about people not always winning.

— Linda Blanton Mourad, New Braunfels, Texas

A: Linda, like your son, I don’t like to play games that I think I’m going to lose. I’m 38, so I don’t have meltdowns about it, but you still won’t find me on a tennis court. The experts I tapped to answer your question agree: Dealing with our competitive urges is a lifelong process, and what your son is going through is partially a developmental task, and partially a personality struggle.

Let’s start with the developmental piece of it. Age 5 is when most kids are starting to remember rules for games, and it takes all of their mental energy to retain those rules, said Sally Beville Hunter, Ph.D., a clinical associate professor of child and family studies at the University of Tennessee, Knoxville. The rules are very important to them, so it’s not just that remembering those rules is taxing; it’s also upsetting to get them wrong.

Dr. Hunter gave the example of a youth soccer game. If you’ve ever observed a kindergarten league, the children are just little amoebas around the ball — they have zero sense of position, strategy or direction. And they are often crushed when they realize they scored in the wrong net.

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Emotionally, children learn to self-regulate their feelings in preschool and early elementary, but they’re only just starting to figure out fairness. Around age 5, the tendency to show your competitiveness is not fully tempered by empathy yet, said Chris Moore, Ph.D., a professor in the department of psychology and neuroscience at Dalhousie University in Halifax, Nova Scotia, who has studied fairness in kindergarten-age children.

Dr. Moore described an experiment where children were given a choice: They could have one sticker, and another child would also get one sticker. Or they could get two stickers and the other child would get three stickers. Even though in the second scenario the child would get more stickers, 5-year-olds were more likely to choose the first scenario. “If someone else is doing better than them, kids don’t like that,” Dr. Moore said. “And there’s some situations where kids like it even less.”

Now that we’ve established that your child’s behavior is quite typical and part of the developmental work of being a little kid, we can talk about how to help him manage his big feelings. Becky Kennedy, Ph.D., a clinical psychologist based in New York, suggested prepping him before you begin a game or activity where winning and losing will be involved. “You’re almost preregulating the emotion,” she said.

You could say something like, “We’re about to play a game where someone is going to win and someone’s going to lose, and that’s tricky. When I lose, I get really upset.” Telling your child that this is a behavior you also struggle with may help them feel less ashamed, and help them shift into problem-solving mode, Dr. Kennedy said. You can then add, “I can’t get rid of that bad feeling, but I can take a deep breath and remind myself that I can handle hard things.”

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If you’re the one playing a game with your child, you can continue to talk them through a potential loss, Dr. Kennedy said. The goal is to slow them down. So if you’re two moves away from winning, you could point that out to your child, and ask questions like: “What would happen if I win? Do you think you might want to say ‘no fair’?”

If they’re playing games with other kids, over time they will become more cognizant of the way their behavior affects their peers, Dr. Hunter said. Children start understanding that if they have a full-body meltdown during first-grade recess, other kids are going to look at them funny, and they will get embarrassed.

But just because they’ve learned to hold it together in front of their friends doesn’t mean there won’t be sulking or a tantrum at home after a loss. “You do see some kids are quite driven to be competitive, and that’s something that may stay with them their whole lives,” Dr. Moore said. Heck, I am still mad about a virtual trivia match my husband and I lost ... in June. It’s all perfectly normal human nonsense.

P.S. Follow us on Instagram @NYTParenting. If this was forwarded to you, sign up for the NYT Parenting newsletter here.

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Want More “Is This a Thing?”

Tiny Victories

Parenting can be a grind. Let’s celebrate the tiny victories.

I was exhausted when my 5-year-old came to me for playing tag. I told him Mummy was low battery and had to recharge on sofa cushion. It worked and I got leisure sofa time, except for answering battery percentage now and again. — Ting Hua, Ashburn, Va.

If you want a chance to get your Tiny Victory published, find us on Instagram @NYTparenting and use the hashtag #tinyvictories; email us; or enter your Tiny Victory at the bottom of this page. Include your full name and location. Tiny Victories may be edited for clarity and style. Your name, location and comments may be published, but your contact information will not. By submitting to us, you agree that you have read, understand and accept the Reader Submission Terms in relation to all of the content and other information you send to us.

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