Channel shift

It’s the time of year for electoral registration.  For the last couple of years, my council has offered a rather clunky web service, not designed to inspire confidence – indeed barely designed at all – but fully functional nonetheless.

This year, I can register by text message – just a case of sending a ten digit number.  That neatly overcomes the limitations of the web interface by not having an interface at all, but it seems to work.

Curiously, it took seven minutes for the acknowledging text to come back.  Perhaps even the speed of light is throttled for public services…

Less curiously but more significantly, despite the fact that my chosen response channel gives a pretty clear signal about how I like to get things done, they seemed to need to send me three sheets of paper plus a reply envelope all tucked into the original envelope just to prompt me to send my simple text message.  There’s a neat trick which HMRC is rather good at:  once you have demonstrated, by your behaviour, that you are willing to do things online, they simply switch to assuming that that’s how you will continue to do it in future.  The user can opt to switch back, but HMRC won’t make that assumption for them.  That’s an approach which others could usefully copy (and yes I know there are reasons why it wouldn’t be quite as straightforward as that for electoral registration, but there are undoubtedly ways of making things simpler).

Public Strategist revealed in his true colours

persona2

Or so Personas would like to have you think:

Personas is a component of the Metropath(ologies) exhibit, currently on display at the MIT Museum by the Sociable Media Group from the MIT Media Lab. It uses sophisticated natural language processing and the Internet to create a data portrait of one’s aggregated online identity. In short, Personas shows you how the Internet sees you.

Since Public Strategist is an incorporeal creature of the ether, he has no need of genealogy, sport or fashion, so the results are quite bizarre.  But it’s worth having a go, just to watch the process by which the pattern is assembled.

Curiously, his real world incarnation has quite a different pattern – different, but just as spectacularly inaccurate.

persona

And of course, if you lack google uniqueness, your identity will be melded with others, some of them very long dead.  So definitely more performance art than data mining.

Thanks to Lance Knobel for the link.

Young Rewired State – the meta page

Updated 27 August to include video and additional links.

Last weekend’s Young Rewired State really seems to have caught people’s imagination, with lots of commentary from the hackers who created the projects, the observers who watched them present their ideas and from people who weren’t there at all (but who rather wished they were).  I have tried to keep track of as much as I can with links below.  It’s bound to be incomplete, either because I haven’t found things, or because they haven’t been written yet.  Please put further pointers in the comments, and I will add them to the main list.

Information on the projects themselves can be found on the Rewired State site – scroll down to How’s my train which is the first of the Young Rewired State projects (as opposed to the [old] Rewired State projects from March).  But since it’s not linked from there (and it was the overall winner) the SchoolRoutr slideshow is here.

And there are lots of pictures, most comprehensively with this Flickr search.

DSC02660

Participants

Jordan Hatch

Bryant Tan

Mentors and observers

Julia’s Blog

Paul Canning

Shane Dillon

Dave Durant

Premasagar Rose

Craig Elder

Christian Heilmann

Mark O’Neill

Emma Mulqueeny

Wendy Grossman

Public Strategist

Rewired Emma

Media

BBC dot.life

Guardian – open platform

TechCrunch Europe

Press Association

Most of the Twitter traffic was on #youngrewiredstate with a few diehards getting a few extra characters per tweet with #rewiredstate.  Identica had yrs as a tag and a group.

Pictures by vpjayant

Yet more Rewired State

A couple of hours this afternoon at the mini-Googleplex in Victoria, watching the teenagers of Young Rewired State present their hacks.  It was an impressive show, not just for the ideas, all of which were good ones, or for the clarity and self-confidence with which they were presented, but because of the focus on doing something about it, on creating something better in part to make the point that what there is is not good enough.

Young Rewired State poster

A quick and very unofficial/inexact roll call of the projects is below.  They show the strengths of this approach, but also some of its limitations, which I also felt (but expressed very badly) in my reflections on Rewired State for grown ups. The challenge for government is to find a way of having the conversations which build on the strengths and gets us all past the limitations.

The big strength is that this is easy.  Not in the sense that anybody at all could wander in off the street and do it or that it doesn’t take a lot of determined hard work, but that people with the right skills and the right attitude find it easy to see things which are worth fixing and easy to make progress on turning ideas into solutions (subject to being able to get the data they need, but that’s another story).

That in turn means that this is yet another area where the web makes abundant what was once scarce.  Its being abundant, it makes sense to apply approaches based on abundance: let there be many ideas, let them be developed not because we know they are right (whatever that means) but because some will falter and fade away, while others will grow, merge and acquire further energy and impetus.  We don’t have to play the game of picking the winners in advance and then keeping our fingers crossed as months and years go by.

Having said that, the game of picking winners is irresistible.  These were the contenders (listed in order of appearance as I live tweeted them):

  • Blab to Betty – confidential unpatronising sexual health advice
  • Schoolroutr 2.0 beta – safety data not aligned with routing  Working demo, circumventing reported mugging &c
  • TFHell Real time London bus information (been waiting for this for years). Need is clear, data exists, join is needed
  • Un-transport direct: User focused, providing a journey ID, rather than recreating each time, so sharable, repeatable
  • How’s my train – monitoring train level service punctuality. Data available, but only for 2 mins after arrival.
  • Will work for peanuts: matching tech talent with opportunities. Registration optional, straight link to other party.
  • Uni Cloud – Better course finder for UCAS with more advanced search options
  • Stepsafe: crime map data + google routing, but need to add bad area avoidance to routing : choose safest or quickest
  • Engage: Improving Staffs CC site esp youth offer – built activities DB API, now adding health, subject to NHS API access
  • Education and the Intarwebs – correlate broadband availability with school performance
  • Crime rates in your area – plus exam results. Some interesting possibilities for future exploration
  • Flooding+ schools+ postcodes – foiled by impossibility of pulling data from Env Agency site.
  • Blog-o-tics taking Bills plus blog search searched for emotive terms to create overall attitude score
  • Free the theory – liberating driving test theory questions. Data more powerful when unconstrained.
  • Stop underage people getting age restricted goods. Not a winner for the teen audience, but right approach -reporting only pass/fail of key data rather than exposing personal data.

Four prizes were awarded:

  • What google might buy prize: TFHell
  • I wish I’d thought of that prize: Work for peanuts
  • Most likely to antagonise CIO council prize: How’s my train running
  • Overall best in show award: Schoolroutr 2.0 beta

The Public Strategist awards overlap with those, but there are only two of them:

TfHell work in progressThe Short Term Prize for the service which most obviously ought to exist, for which there is no good reason that it does not exist and which now just needs to happen goes to TFHell.  My personal enthusiasm for this undoubtedly has something to do with the fact that London buses are my primary means of transport, but there is more to it than that.  The idea was well thought through, some attention had been given to how people might actually want to use it, the problem is a simple one and the solution clear – if only TfL would open up the data.

The Long Term Prize for the service which has no obvious need to exist, but which captures an opportunity to do something radical, simple, interesting and subversive goes to Blog-o-tics.  This is, in effect, a way of providing automated feedback to the political process, expressed in very simple but powerful visual terms.  I don’t have the slightest idea whether this would work, or would have any effect if it did – but that’s precisely the reason it was one of the more interesting ideas on display.

So where do we go from here?  I see three important elements of the way forward.

The first is to avoid the groundhog day problem.  Starting from scratch hack days are powerful and inspirational.  They shouldn’t stop happening.  But we don’t want to carry on just starting at the beginning each time.  Looking at the set of projects here and the original Rewired State, there are some clear clusters of related thinking and development.  Are there ways of encouraging groups to coalesce, of supporting and encouraging them to move their ideas one or two stages on – and perhaps to return in a few weeks or months to present the next iteration (or, more likely, the next iteration but seventeen).  This feels a bit like getting a rocket into orbit: a powerful first stage will get you off the ground, but a second and even third stage will be needed to reach orbit – without that, the rocket just falls back to earth with the effort wasted.

The second – for which doing the first would create some space and opportunity – would be to bring in users and customers more explicitly.  These projects can get off to a great start using their originators as their own use case, but they won’t become sustainable on that basis.  Government has painfully learned – or, rather, is painfully learning – that starting off with the assumption that you know what is best for people doesn’t deliver the greatest results.  I am not quite sure where the tipping point comes between creator-evangelists and customer-centred design, but I am sure it has to come somewhere.

The third and by far the hardest is to apply some of the same approaches and subversive challenges beyond the surface layer of government services.  The very last idea presented today began to get into that (though was reported on indirectly, as the person working on it had had to leave early).  Essentially it was about finding a better way of demonstrating that you are old enough to get a service with an age restriction.  The important bit, if I understood it right, is that they had spotted that what is needed is a binary answer to the question (“based on the information we hold, this person is indeed over 18”) as opposed to splurge of personal data (“here is everything we know about the person, from which feel free to pick the bits you need and root round all the rest”).

None of that, though, should detract from what was achieved at Young Rewired State.  There are lots of smart people desperate to do smart things.  The rest of us have a huge interest in finding ways of letting them.

Travelling slowly

Back in the big city, life is speeding up again.

I don’t have to get into a car to buy a newspaper.   The nearest station is ten minutes’ walk away, not fifteen miles of twisty roads away.  And my downstream speed is 5.7 Mbps, just over a hundred times faster than the 56kbps I could achieve in a Cornish village.

That matters in two important ways.  The first is practical.  Waiting for web pages designed by people who assume universal broadband coverage is a tedious process.  The web stops being a seamless flow of connections and becomes an archipelago of web pages, with very slow ferries linking them together.  Worse still, some services just break, however long you wait.  Google Reader simply failed to retrieve some feeds (while doing fine with others), with strange and misleading error messages, I can only assume because of things timing out before they could complete.

The second is social, which is in part a consequence of the practical problems.  Without bandwidth, there is a whole bunch of stuff you can’t do.  That stuff is getting more important to more people and so, it is argued, it becomes a matter of public policy that people should have bandwidth.  That gets us to the Digital Britain recommendation:

To ensure all can access and benefit from the network of today, we confirm our intention to deliver the Universal Service Broadband Commitment at 2Mbps by 2012. This can be delivered through upgrades to the existing copper and wireless networks. We also propose public support for the network of tomorrow so that consumers in the Final Third who will not be reached by the market can enjoy next generation broadband. This will be a longer project which involves what amounts to installing a new network.

At one level that’s unarguable.  Speed, as Richard Allan has recently noted, does matter.  More speed for more people is better than less speed for fewer people.  But that’s true of more than just the internet.  High speed physical networks, for example, bring some of the same benefits, as recent debate on new railway lines has demonstrated.  Will Hutton wrote a column on this a few Sundays ago, Don’t let the defeatists and cynics talk down Britain’s need for speed:

Railways did not just get passengers from A to B faster than horses. The railway consolidated nations and national markets. It created new cities and city suburbs. It allowed the European powers to open up their colonies. Rail transformed the military geography of the world. For the first time, people en masse began to move away from their home towns and villages, massively enlarging the gene pool. Railways, like the internet and biotechnology today, were a genuine general purpose technology.

The intriguing question is whether high-speed rail will be as transformative. My hunch is that it will.

But the critical line in this context comes earlier in the article:

The experience of the Japanese Shinkansen high-speed network foretells what will happen – those cities that are part of the system will blossom industrially and commercially. Those outside it will wilt.

That’s being used as an argument that the big cities – Birmingham, Manchester, Edinburgh, Glasgow – need high speed connection, rather than just leaving London at the edge of the European high speed network.

Nobody, of course, is extending that argument to suggest a universal service.  The Cornish village I was staying in will never ever have its own connection to the meatspace superhighway.  So they are not ever going to get the Shinkansen benefits Hutton describes.  That’s part of a trade off which some people make willingly and deliberately and other people have forced upon them.  There are wonderful advantages to rural life, but density of service provision is not among them.  That’s been increasingly – if reluctantly – recognised and accepted:  shops, schools, pubs and post offices have all retreated.  And although the Tate may be in St Ives, the sheer range of culture and connections available to me in London cannot readily be duplicated without the population density to support them.

So it’s important to ask the question of why broadband access should go against that trend, why there should be a universal service obligation for the internet which isn’t seen to apply in the same way to other consequences of a dispersed population with consequent high costs to serve.

One answer is that digital universality is in quite a few ways the answer to the absence of other forms of universality: mail-order shopping, the global newsstand, university, gallery and concert hall and government office can all come down a very thin wire, with plenty of space left over for gossip, chatter and games, to say nothing of all the things which haven’t been invented yet.  Until very recently you needed a medium sized town for any of those and a decent sized city to have any hope of all of them. A more pragmatic answer, of course, is that universal broadband is feasible in a way in which universal bullet trains are not.

But perhaps the most interesting answer is that the question does not seem to arise:  I have seen nobody argue that universal broadband access is a bad thing or that it is wrong to be contemplating some form of cross-subsidy to correct it.  That is an interesting indicator of a level of recognition and acceptance that internet has gone far beyond being a frivolous luxury.

That still leaves one last issue:  if there is a class of people without access to the internet for whom the costs should be subsidised, is the rural/urban split the right one to be using in the first place?  The Joseph Rowntree Foundation’s poverty site gives some clues, including the chart below showing a significantly higher proportion of poorer people in urban areas than rural.

Rural and urban poverty

Even accepting the argument that it is reasonable to subsidise the ‘final third’ because of the high cost and consequent absence of commercial solutions, that still leaves open the question of where the money comes from.  On the face of it, there is a risk that the Digital Britain Next Generation Fund may be regressive in its approach to collecting money.  Whether it actually is or not will be more complicated to work out:  the very poorest won’t have a fixed phone line to be taxed in the first place, the ‘final third’ population may or may not be representative of the rural population as a whole, and so on.

And a final irony.  There are still plenty of places in Cornwall where it is impossible to get the most basic mobile phone signal, let alone anything more fancy.  One of them, miles from anywhere, down a steep hill, in a narrow valley at the end of the road was once the most connected place in the world.

Gone to the beach

This blog has gone away to where, on past experience, 2G connections can be obtained by leaning perilously out of a window and 3G connections by the simple expedient of driving 12 miles to a conveniently positioned supermarket car park.  Digital exclusion can take many forms and is not always involuntary.

beach

Guruvision

As expected, there is now a video of Howard Rheingold’s Reboot Britain presentation – scroll down the thumbnails on the right, his is the last one (though there is lots of good stuff along the way worth being diverted by).  I haven’t watched the whole thing yet, but have seen enough to confirm my suspicion that this was the more interesting of the two he gave in London that week, developing ideas around what it means to be literate and critical in a networked world.  Worth watching.

You can also watch the director’s cut – but the aspect ratio has gone a bit wrong, so I prefer not to.

Hobson’s channel choice

hungup

There is – for good reason – no let up in the drive to add to and deepen the range of government services available online, most recently expressed in the Digital Britain report.  But it’s important to remember that that assumes a level of choice and opportunity not open to everyone.

As a useful reminder, Leeds CAB has published a report on the challenges some people experience in accessing services by phone, particularly mobile phones, and particularly pre-pay mobile phones.  It is very clearly written and very powerfully argued.  There can be no doubt that there is a problem here which needs better solutions, though the available solutions may not as directly address the problem as the authors of the report suggest.  At root, this is an example of the broader problem that in important ways life is more expensive if you are poor than if you are rich:  pre-pay mobile users trade the certainty of not running up debts and being able to manage the amount they spend against high marginal costs in actually using their phones.   Even expressing that as a trade-off is misleading:  the alternative of a contract supported by a credit check and and active bank account is simply not an option for many. That’s a much wider problem than access to public services – but even if public service providers cannot hope to solve the problem, they must have a responsibility to consider how to mitigate it.

(thanks to Dan Harrison for the pointer)

Customer service standards

I walk in, slightly tentatively. It’s not altogether clear quite where I should be. I stand in what looks like the right area.  Nobody takes any notice of me. There are one or two members of staff talking to other customers. There is a woman whose job seems to consist of walking around importantly with a clipboard while avoiding any eye contact with customers. Eventually I manage to intercept her and state my business. She is polite and efficient and points out the completely different place I should have been standing with only the slightest of body language subtexts that I am a fool for not having known that.

Here there is a row of desks, two of them occupied, each with a conversation which looks as though it has been going on for a long time and neither with any sense that it might come to an end in the foreseeable future. At one of the desks there is an entire family; eventually the mother takes the restive toddler and the baby away leaving the father to maintain the vigil.

After a while a third member of staff appears, bringing another customer to one of the unoccupied desks. Their business is soon concluded, and I see my chance. The member of staff has spotted the risk too and immediately embarks on a clearly well practised route from where he is to the other side of where I am while at all times staying a sufficient distance from me that he does not have to acknowledge my existence. He fiddles with something in a drawer for a bit, before reversing his crabwise route and wondering if he can help me.

I explain what I want. It turns out that he can help, and he starts looking up details on his computer. He scribbles a reference number on a slip of paper in impressively short order. But then it turns out that that is the limit of his role. I now need to take the slip of paper to the other side of the building and give it to somebody in a different department who will be able actually to do what I need. All helpful now that he has a way of passing me on to somebody else, he even offers to take me to the right place and show me where to wait.

Another row of desks, only one of which is occupied. One customer at the desk, one ahead of me waiting. There are reasonably comfortable chairs:  this doesn’t look too bad.  A few minutes pass, then a woman I hadn’t noticed who had been sitting at a desk half-hidden behind a pillar got up, looked at the two of us waiting, hesitated briefly, then pulled a small trolley from behind her desk and marched into the middle distance.

After only another few minutes, the customer at the desk gets up and leaves, to be replaced by the man waiting ahead of me. Their conversation is long and intricate. Ten minutes go by. Then another ten. The important woman with the clipboard comes past and asks me if I am waiting to be seen. She apologises that there are not more staff available. There should apparently be at least one more and possibly two. She might possibly go to see where they have got to.

By this stage the conversation at the desk looks as though it may be approaching its denouement. A home visit seems to be needed and is being arranged:  the end must surely be imminent. But this turns out to be trickier than you might think. There is a big folder of papers which is the source of some critical information, but with nothing to guide the inquiring reader to the right place, so despite presumably doing this many times a day, the member of staff has to flick backwards and forwards for quite a while before finding the page she needs. This information, whatever it is, needs to be reconciled with a laminated map. With folder in one hand and map in the other, details – apparently extensive details – need to be entered into the computer. This takes almost ten minutes by itself and is almost completed when finally a second member of staff appears who is keen – or at least willing – to help me.

I explain what I need and proffer the slip of paper I acquired some lifetimes earlier.

‘What’s the significance of this second number?’ she asks me.

‘I have no idea’, I say, ‘That’s what your colleague wrote down  for me.’

She is momentarily perplexed. But soon she is able to transcribe the information from the slip of paper on to her computer which the first man had transcribed from his computer onto the slip of paper. Progress is being made.  It seems that my case is a relatively simple one, and all is done in just a few minutes more.


So, an everyday story of flabby public services, where the absence of effective demand signals, reinforced by the indifference of staff cushioned from reality of life by their index-linked pensions and the knowledge that nobody has any choice but to deal with them? A perfect tabloid story, because it fits and reinforces the stereotype so completely. I had plenty of time to think while waiting, and the thought which came most strongly to mind was the bad old days of Europe behind the iron curtain where it could take four queues to buy a single item.

Well, no. This was John Lewis (or Peter Jones to be precise), the comfort shop of the middle classes, where I was struggling to get them to measure and fit a curtain track.

And the moral of this story?  Well maybe none:  generalising from a single experience is generally a bad idea. Maybe that the temptation succumbed to by many to assume that the private sector is successfully focused on effective customer service, while the public sector drowns in muddled and ineffective processes, is one which should be resisted.

Or maybe just that sometimes a rant can be therapeutic.

What it is to be modern

laptopaudienceIf the past is a foreign country, how much more so the future.  There have been endless articles – to say nothing of entire books – about the digital generation, but few of them in my experience really bring the differences to life.  I was struck by a piece danah boyd has just written which brings it home much more clearly than most other things I have read, partly perhaps because the context is such a familiar one

Blackberries and laptops are often frowned upon as distraction devices. As a result, few of my colleagues are in the habit of creating backchannels in business meetings. This drives me absolutely bonkers, especially when we’re talking about conference calls. I desperately, desperately want my colleagues to be on IM or IRC or some channel of real-time conversation during meetings. While I will fully admit that there are times when the only thing I have to contribute to such dialogue is snark, there are many more times when I really want clarifications, a quick question answered, or the ability to ask someone in the room to put the mic closer to the speaker without interrupting the speaker in the process …

I’m 31 years old. I’ve been online since I was a teen. I’ve grown up with this medium and I embrace each new device that brings me closer to being a cyborg. I want information at my fingertips now and always. There’s no doubt that I’m not mainstream. But I also feel really badly for the info-driven teens and college students out there being told that learning can only happen when they pay attention to an audio-driven lecture in a classroom setting. I read books during my classroom (blatantly not paying attention). Imagine what would’ve happened had I been welcome to let my mind run wild on the topic at hand?

What will it take for us to see technology as a tool for information enhancement? At the very least, how can we embrace those who learn best when they have an outlet for their questions and thoughts? How I long for being connected to be an acceptable part of engagement.

There is a pleasing irony in all that having been prompted by being at a conference called, of all things, Modernity 2.0:

At one point, after a talk, one of the sociocybernetics scholars (actually, the former President of the sociocybernetics organization… I know… I looked him up) began his question by highlight that, unlike most of the audience who seemed more invested in the internet than scholarly conversations, HE had been paying attention. He was sitting next to me. He looked at me as he said this.

It’s not very often that I feel like I’ve been publicly bitchslapped but boy did that sting. And then I felt pissy, like a resentful stubborn child bent on proving him wrong. Somehow, as I grew my hair out and became an adult, I also became less spiteful because boy was I determined to bite back. Of course, I haven’t become that much of an adult because here I am blogging the details of said encounter.

There’s no doubt that I barely understood what the speaker was talking about. But during the talk, I had looked up six different concepts he had introduced (thank you Wikipedia), scanned two of the speakers’ papers to try to grok what on earth he was talking about, and used Babelfish to translate the Italian conversations taking place on Twitter and FriendFeed in attempt to understand what was being said. Of course, I had also looked up half the people in the room (including the condescending man next to me) and posted a tweet of my own.

But, of course, the attack was not actually about the reality of my internet habits but the perception of them.

As she freely admits, danah boyd is something of an edge case.  Most people aren’t like that, most 31-year olds are not like that and, I suspect, not even most 21-year olds are quite like that.  But it’s a fair bet that many more people are going to become much more like that, and it’s a further reason why mono-directional, mono-vocal channels (which is still a reasonable approximation of what government does – many other organisations too) will have to change.

And perhaps her thoughts resonate more strongly for me because of two personal reflections.  One is that, many years ago, Mrs Strategist returned from speaking at a conference in Italy slightly bemused by many in the audience taking and making mobile phone calls during sessions without the merest gesture of apology.  The cultural acceptability of interruptions is not a straightforward thing.

The second is my own experience over the last few weeks, starting at an event which was the tipping point for me, where it became apparent that there were interesting conversations during and about the event which I was not part of.   That got me on to Twitter, and that in turn has created the opportunity to experiment with back channel conversation.  Endless layers of self-referentiality beckon – but the power is real.

Slightly less narcissistically, there are also implications for the government toolkit.  IE6 and blocked access aren’t going to help anybody navigate the new possibilities.  But that’s a matter for what might be the next post.