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Posts tagged “culture”

The humble product manager

When the design community wants to argue about something they fall back on the age-old question, “Should designers learn to code?” In the same way, for as long as the role has existed, the product management community has debated whether or not PMs should be referred to as “the CEO of the product.”

Neither debate will ever be settled — this is just something we do. But Marty Cagan does have a solid addition to this never-ending argument in his post CEO of the Product Revisited. His main point is this:

Now, the strong product manager does not need to be an expert in all of these many aspects of the business, any more than the CEO needs to be.

The key is that, like the CEO, the product manager needs to have a solid understanding of the many aspects of the business, and assimilate all of this information to make informed decisions.

But it is his focus on humility that I want to spend a moment of reflection on:

So going forward I’m going to continue to emphasize the importance of humility and earning the team’s trust, but I will also start emphasizing and embracing the positive aspects of the similarities of the PM role to the CEO.

A call for humility in product management is not something I see very often. This is strange to me, because I find this to be an extraordinarily humbling profession. There is so much to learn and do that I am not sure how anyone can think of themselves as an “expert” in the product role.

At one extreme, PMs need to be confident about the decisions they make. They need to keep learning and growing, and hone their craft constantly. Solid theory and excellent technique need to become so ingrained that they simply become second nature, cornerstones of everything they do.

But equally important — and this is why humility is so important — they need to be open to the possibility that some of their decisions might be wrong. They should hang on to a measure of self-doubt every time they present a new solution to the team or the world. Admitting that someone else’s ideas are better than your own, and making changes based on good critique do wonders to improve products — and build trust within the team.

In the design context John Lilly phrases this in a way that should become a mantra for all product managers: “Design like you’re right; listen like you’re wrong.”

Social media and ambient humanity

I can’t get this quote from Dan Cohen’s Back to the Blog out of my head:

It is psychological gravity, not technical inertia, however, that is the greater force against the open web. Human beings are social animals and centralized social media like Twitter and Facebook provide a powerful sense of ambient humanity—the feeling that “others are here”—that is often missing when one writes on one’s own site. Facebook has a whole team of Ph.D.s in social psychology finding ways to increase that feeling of ambient humanity and thus increase your usage of their service.

For anyone who doesn’t get why features like Instagram Stories are so popular, there you go. “Ambient humanity” is a very strong force. We share seemingly insignificant details about our lives not because we think everything we do is important or worth sharing. We do it to know we’re not alone.

(link via Kottke.org)

Facebook is not honoring its side of the data deal with users

I think everyone has “Facebook Article Exhaustion” right now. But Brian Barrett’s Facebook Owes You More Than This makes a somber, important point:

This is not a screed about deleting your Facebook account. It’s not a rant about online ads. It is an argument, though, that Facebook has been a poor steward of your data, asking more and more of you without giving you more in return—and often not even bothering to ask. It has repeatedly failed to keep up its side of the deal, and expressed precious little interest in making good.

If you feel exasperated by the whole Facebook privacy debacle, I think this article will help make sense of some of those feelings. One more quote:

But as Facebook collects more and more data, and offers advertisers more and more tools to monetize it, the benefit to you seems not to have grown in kind. You get an ever-shifting algorithm designed to keep you scrolling, which the company’s own research suggests can leave you “feeling worse afterward.” You get dozens of Russian propagandists flooding millions of News Feeds with high-emotion content designed to undermine US democracy, with slow and incomplete disclosures about the impact. And you get ads for the same pair of shoes—that you already bought—trailing you for months.


Also check out the always excellent Paul Ford’s Facebook Is Why We Need a Digital Protection Agency, in which he calls for a digital equivalent of the Environmental Protection Agency. His reasoning:

The activist and internet entrepreneur Maciej Ceglowski once described big data as “a bunch of radioactive, toxic sludge that we don’t know how to handle.” Maybe we should think about Google and Facebook as the new polluters. Their imperative is to grow! They create jobs! They pay taxes, sort of! In the meantime, they’re dumping trillions of units of toxic brain poison into our public-thinking reservoir. Then they mop it up with Wikipedia or send out a message that reads, “We take your privacy seriously.”

When life becomes too “easy”

In The Tyranny of Convenience Tim Wu argues that life has become… well, too easy:

But we err in presuming convenience is always good, for it has a complex relationship with other ideals that we hold dear. Though understood and promoted as an instrument of liberation, convenience has a dark side. With its promise of smooth, effortless efficiency, it threatens to erase the sort of struggles and challenges that help give meaning to life. Created to free us, it can become a constraint on what we are willing to do, and thus in a subtle way it can enslave us.

It would be perverse to embrace inconvenience as a general rule. But when we let convenience decide everything, we surrender too much.

And then there’s this kicker, which I keep coming back to in my mind:

An unwelcome consequence of living in a world where everything is “easy” is that the only skill that matters is the ability to multitask. At the extreme, we don’t actually do anything; we only arrange what will be done, which is a flimsy basis for a life.

Unrelated, I’m getting pretty close to perfecting my To Do system through a combination of OmniFocus and Field Notes. Nope, definitely not related at all.

The three kinds of distance in remote collaboration, and where to focus

Erica Dhawan and Tomas Chamorro-Premuzic have some good suggestions in their article How to Collaborate Effectively If Your Team Is Remote. I found this part particularly interesting:

First, consider that there are three kinds of distance in remote collaboration: physical (place and time), operational (team size, bandwidth and skill levels) and affinity (values, trust, and interdependency). The best way for managers to drive team performance is by focusing on reducing affinity distance. Try switching most remote communication to regular video calls, which are a much better vehicle for establishing rapport and creating empathy than either e-mails or voice calls. And design virtual team-building rituals that give people the opportunity to interact regularly and experience their collaboration skills in action.

Focusing on “affinity distance” rings true for me. You can survive a long time with physical and operational distance if your team trusts each other and share certain values.

At Wildbit we use Zoom for video calls because it’s the only video conferencing software we’ve been able to find that lets us see the whole team’s faces on the screen at the same time. It’s much better than using Google Hangouts or any of the other apps that prioritize only the person who’s speaking. There are lots of way to reduce “affinity distance”, but having everyone (whether they’re remote or in the office) take video calls from their desks — and looking each other in the eyes on those calls — has had a surprisingly large positive impact.

How science fiction helps us understand the economy

Annalee Newitz wrote a really interesting essay on how economic anxieties are creeping into fantasy and science fiction stories. From The Rise of Dismal Science Fiction:

We’re used to science fiction providing us with commentary on technology, and vocabulary to discuss its more worrisome consequences. But underlying our fears of robots stealing our jobs or corporations turning us into consumer droids are more basic anxieties about money—and science fiction is increasingly reflecting that. For audiences grappling with the fear of poverty, or simply bewildered by postmodern economics, stories like Game of Thrones, Black Panther, and Malka Older’s critically acclaimed novel Infomocracy function like Aesop’s Fables for the 21st century.

My current favorite sci-fi series, The Expanse, is another great example of this. Yes, it’s a story about space and scary things, but it’s mostly a story about inequality and economic oppression.

Innovation consequences: it’s complicated

In Airbnb and the Unintended Consequences of ‘Disruption’ Derek Thompson uses Airbnb as an example to explain how it’s not as easy to call tech innovation a good or a bad thing. It’s complicated…

Airbnb lowered prices for tourists, supplemented the income of renters, and simply made travel to major cities more fun. But upon inspection, it shares some things in common with more-controversial companies—albeit with less grave implications. Facebook and Twitter design for attention, but incidentally encourage mendacious outrage and trolling. eBay and Amazon design for open marketplaces, but incidentally encourage the frenzied resale of bulk-ordered toys around Christmas. Airbnb was supposed to challenge hotels by letting tourists pay renters. But its platform is unwittingly producing a subsidy of tourists, paid for by nonparticipating urban dwellers, who bear the cost of higher rental prices.

The unreadable city

I really enjoyed Christopher Hawthorne’s essay called Los Angeles, Houston and the rise of the unreadable city:

This is going to be a column, instead, about something slightly different: about the legibility (and illegibility) of cities more generally. About how we react — as reporters and critics and simply as people — when we’re confronted with a city that doesn’t make sense to us right away.

I have never liked Los Angeles. I just couldn’t get over what I simply saw as a lot of dirt and too much traffic. But this viewpoint made me realize that, as with most cities, you can’t really love a city until you’ve lived there for a while.

If I had to put my finger on what unites Houston and Los Angeles, it is a certain elusiveness as urban object. Both cities are opaque and hard to read. What is Houston? Where does it begin and end? Does it have a center? Does it need one? It’s tough to say, even when you’re there — even when you’re looking directly at it.

I highly recommend reading this piece through the lens of a city you strongly dislike. Who knows, it might change your mind…

How Facebook realized that it’s more than a platform

Nicholas Thompson and Fred Vogelstein has a gripping feature in Wired called Inside Facebook’s Two Years of Hell. It’s long, but very much worth reading. It takes us through a journey that starts with Facebook’s years of denial:

It appears that Facebook did not, however, carefully think through the implications of becoming the dominant force in the news industry. Everyone in management cared about quality and accuracy, and they had set up rules, for example, to eliminate pornography and protect copyright. But Facebook hired few journalists and spent little time discussing the big questions that bedevil the media industry. What is fair? What is a fact? How do you signal the difference between news, analysis, satire, and opinion? Facebook has long seemed to think it has immunity from those debates because it is just a technology company—one that has built a “platform for all ideas.”

And it ends at the point they are at now: starting to realize that they can’t hide behind the “we’re just a platform” excuse any more.

The role of instinct in product development

As a product manager I know and understand the importance of making customers part of the product development process through research and interviews. Especially those of us who come from a design background have this philosophy deeply engrained. We know that “I am not the user” and we have the t-shirts to prove it! So it is with some surprise that I recently realized that sometimes — when the circumstances are conducive to it — it’s ok to trust our instincts and create products and features without talking to customers directly about it first.

See, the thing is, talking to customers isn’t something we do, it’s something we are. And if it’s something we are — if we really are immersed in our customers’ needs and behaviors and emotions — we should feel comfortable to trust our own instincts a little bit more.

With this kind of immersion comes an ability to channel our customers in a way that drastically reduces the additional benefit we might get from interviewing them about a specific issue or feature. When we not only have the knowledge of the domains we work in, but also a good understanding of how our customers navigate those domains, we end up with a powerful foundation to base our decisions on.

Does this mean we don’t need research? Of course not! But it means that maybe we don’t need to go out and interview users every time we make a product change or introduce a new feature. It means maybe we do usability testing on major changes to the site, but not when we fix something that we’ve lived and breathed with our customers for months or years.

Those are weird sentences to write. I am a big proponent of User-Centered Design, and obviously research is a central component of that. But what I’m advocating for isn’t less research. I’m saying that it’s possible to reduce the amount of structured research you do, if you have a culture of customer immersion in everything you do.

Customer immersion isn’t an easy culture to create, but it is very much worth it. As a start, everyone in the organization should be encouraged and empowered to talk to customers — whether that is through phone calls, support cases, conferences, or any other way you might be able to reach them. And since not everyone will be able to spend an equal amount of time with customers, it also means you have to listen to those who do spend a lot of time with them — and trust that they are acting as good conduits for customers’ needs.

Making the right choices about when to do structured research and when to trust your (informed) instincts will save you time and money — and make customers happy too. That’s not a bad combination of benefits.