Saturday, 29 December 2007

Christmas, political correctness and cultural identity

Written by Martin Kleppmann on Saturday, 29 December 2007, 11:54 GMT.
Filed under: Uncategorized.

Usually I try to keep postings on this blog within my normal topic boundaries (usability, mobile and business/entrepreneurship) in an attempt to avoid the rambling and inconsequential nonsense which is seen on so many web sites. Please excuse me if I depart from this rule on this one occasion, to write a few (highly subjective, slightly opinionated and not very well qualified) comments about this time of year instead.

Christmas. A fairly bizarre cultural phenomenon in modern times. We have almost developed a kind of love/hate relationship with it: it seems that most of the world celebrates it in some form, although its meaning and background has become thoroughly warped. Everybody seems to have strong opinions about it, many of which are somehow contradictory. People look forward to it, but at the same time can hardly bear it any more. Snowy landscapes and fat men in woolly coats (Santa Claus and variations) are standard Christmas imagery even in countries where the temperature never drops below 15ºC. People accuse each other of cultural imperialism and then just celebrate anyway.

A Christian festival, versus other religions

Sometime in the past, it was quite simple: Various European peoples had a festival sometime around the winter solstice in pre-Christian times (a natural time of year for a celebration), then in Christianity it got associated with the birth of Jesus. Still it was considered to be vastly less important than Easter, and even the Epiphany is still more important than Christmas day in many parts of the world today. Makes sense that the most important thing about Jesus is that he died and rose again (Easter), second most important is that the news about him was spread throughout the world (Epiphany) and third most important is that he was born in human form (Christmas).

Gradually over the 19th and 20th centuries Christmas in western cultures gained economic significance, as merchants realised that selling presents was a great way to make lots of money. Nothing fundamentally wrong with making money, except that those people who wanted to stick to the religious orientation of the festival had to make a bit more effort to retain the spiritual dimension in spite of an environment which favoured the economic dimension. People criticised that Christmas shopping stress and a desire for a spiritual experience of Advent didn’t go together very well, but if you wanted to combine them you could still get by quite well.

Then within the last 10 years or so, there was an increased move towards a secularisation of Chrismas, sparking off the so-called Christmas controversy. The US retail industry was presumably thinking along these lines: “If we advertise Christmas presents, we can sell presents to Christians (plus a few cultural hangers-on). But if we advertise culture-neutrally and secularly, we can sell them to everybody.” There were also secularisation moves by public authorities, who feared that putting up Christmas trees (but not a nine-branched candelabrum or oil lamps, for instance) would be seen as religiously and culturally patronising to non-Christians.

In principle, paying attention to the cultural sensitivities of others is a very good thing. However, there’s also a massive risk of losing one’s own cultural identity, accumulated over centuries, in the process of excessive political correctness. When you start referring to Christmas as “Primary Giving Season” or replace Christmas wishes with nonsensical babble such as “Share the Magic of the Season” or “Pass the Cheer“, I am sad and feel that something precious has been lost.

Personally, I am delighted if somebody wishes me a happy Hanukkah or Diwali or Chinese New Year or Kwanzaa or whatever. I must admit that I don’t have much of an idea what the significance of most of these festivals is, but that doesn’t spoil the fact that somebody would like to share something with me which is special to them, and I consider it to be an honour that I may share a bit of their culture despite being pretty clueless about it. And it gives me an opportunity to learn more about that particular culture or religion, to begin to understand it better and to embrace its way of life.

Similarly I don’t feel particularly bad about wishing a happy Christmas to atheists, Jews, Muslims etc. — I just hope that they will understand my good intentions and translate it into something appropriate in their own culture. My deeper reasoning behind this is that even if I were to try to be culture-neutral, I would probably not succeed anyway. For instance, I may be wishing “Happy Holidays” to somebody for whom December is a month of mourning. Or my invitation to share the magic of the season may go to somebody who hates Christmas and doesn’t find it magical in the least. If somebody wants to be offended, they are going to be offended, no matter how neutral you try to be. So in the interest of sanity, I’ll rather be culture-specific in the first place (and apologise afterwards if somebody does take offence for some reason).

Christmas symbols

Shops and consumer brands all over the world seem to have agreed on an almost universal imagery of Christmas (or rather the “holiday season”, since many of the symbols are secularised). Visiting Hong Kong in December a few years ago, I found quite astonishing how these European/North American style decorations had been adopted with virtually no modification for local customs. Probably it’s mainly the shops which have developed these visual clues to highlight the fact that they sell products which may possibly be suitable as presents.

Symbols invariably involve snow (pictures of snowy landscapes, snowmen, fake snow, snowflake shapes), fat bearded men of some sort (Father Christmas, Santa Claus, …), reindeer, sleighs and bells, stars and fir trees. While some of these may have religious origins (stars spring to mind as a biblical motif), Santa Claus was consciously designed for advertising in modern times. Hardly anybody thinks about these symbols today, taking them for granted.

Not many of these symbols are appealing to me, but they must match other people’s tastes, otherwise we wouldn’t get so much of them. The curious thing is just that, unlike language (which, as discussed above, does not lend itself well to culture-neutral treatment), visual symbols seem to actually transcend cultural boundaries very successfully. Maybe that’s because imagery is less specific, and everybody can associate something with it. It does not matter if snowflakes are used as decoration by people who have never seen real snow in their life; it does not matter that the “cute” pastic reindeer bear very little resemblance to what real reindeer look like. The important thing is only the signalling effect, telling shoppers that it is time to buy presents.

Snow is not exactly a common feature in the Holy Land, where Jesus was born, so it does make you wonder where this imagery originates from. I don’t know for sure, but I would not be surprised if quite a few of the motifs originally come from Germany. Just before Christmas I visited the Christkindlesmarkt in Nürnberg — there in the biting cold, clutching Glühwein in my hands, the darkness scattered with thousands of lights, golden decorations glittering amongst branches of fir trees, angel figures singing their silent praises through the frosty but delighted crowds — there, in this Christmas market, a lot of the well-known Christmas images seemed to be appropriate.

I’m not saying that it’s wrong to borrow these symbols from that ancient Christmas market and put them in a well-heated, brightly illuminated shopping centre. There’s nothing holy about them, so if people like them, they should use them. I only hesitate because I fear that commercialised imagery might trample over older, more traditional symbols and suffocate them. For example, my mother goes to some effort every year to find chocolate figures of St. Nikolaus, traditionally given on 6 December. You’d be forgiven for mistaking the figure for Father Christmas/Santa Claus, but St. Nikolaus is shown with the insignia of a bishop (mitre and crosier), and the tradition of St. Nicolas’ day is much older than Father Christmas. But because so few people can actually tell the difference, more and more chocolate figures (such as the one from Lindt) are now actually Santas and not Nicolases. The lovely old tradition is in danger of being bulldozed by more modern imagery.

I wonder if a shop which does not participate in the whole Christmas decoration mania will perform any worse in its sales. Somehow I find it hard to believe that white plastic shavings (vaguely resembling snow), tacky plastic Christmas trees etc. actually encourage customers to spend money. On me they have more the opposite effect of making me want to run in the opposite direction, but I may of course represent a small minority.

Chrismas music

Finally a brief rant if you will allow. If there is one thing I really hate about Christmas, it is cheesy Christmas music. I don’t even know which I hate more: the soppy, sickeningly sweet arrangements of already bad traditional songs and carols, or modern pop groups’ attempts at making a Christmas hit single. I honestly find it very hard to imagine how anybody can bear this stuff, let alone enjoy it. Think about the poor shop assistants who have to bear with endless repetitions of the same awful syrup for weeks and weeks on end. If I hear bloody Christmas music in a shop, it instantly puts me in a bad mood and makes me want to get out as soon as possible (or sabotage the sound system, or burn down the factory where these CDs are produced). It certainly does NOT put me in a relaxed mood in which I will open my wallet wide. Please, please just stop playing this crap, and the world will be a better place.

There is some good Christmas music too, as demonstrated by the Festival of Nine Lessons and Carols, for example. If you really have to play something Christmassy, play something proper; even better just keep silence, there’s enough sound pollution already.

Anyway, Christmas is over for this year. Somehow I doubt though that my comments here will be outdated next year.

Sunday, 16 December 2007

The Camden Food Co.: Inspired customer service

Written by Martin Kleppmann on Sunday, 16 December 2007, 19:10 GMT.
Filed under: business.

Yesterday I was travelling through St. Pancras station, and walked into a branch of the Camden Food Company in need of some supper. When I went to pay I offered my card, because I was low on cash — only to be told that they didn’t accept cards. I was just working out which of the items I would have to return in order to have sufficient cash to pay, when the cashier offered to write off the £2.60 of the bill which I was lacking.

I could hardly believe my ears. In this age of Ryanair and similar mega-low-cost consumer brands (where you get what you pay for, and companies nevertheless hide additional charges behind every corner just to catch you out), being offered such an immediate and unquestioning discount was almost beyond my imagination. I was, of course, very happy (being spared dragging my luggage to another shop where I could get the rest of my meal, via a cash machine) and thought I should voice this appreciation publicly.

Actually I’m not sure I’m doing the Camden Food Company a service by apparently saying that you can get free food there by trying to pay with card and not having enough cash. That’s not what I’m trying to say, and please don’t go there trying to exploit them deliberately. What I’m saying is that I am impressed with the ability of a consumer brand to be so flexible and accommodating.

In a highly competitive industry like fast food, where customers are brand-promiscuous, any measure which will make customers more loyal to a particular brand is likely to be very valuable. Now that I am literally indebted to the Camden Food Company, I am a lot more likely to go there again. It makes perfect economic sense too.

Needless to say, the meal tasted very good. Part of that was probably the subjective effect of just having experienced some unexpected, inspired customer service. But I’m sure that by any objective standard it would have been very good too.

Tuesday, 11 December 2007

Increasing user satisfaction on the mobile web: Technical considerations

Written by Martin Kleppmann on Tuesday, 11 December 2007, 19:09 GMT.
Filed under: business, mobile web, usability, user experience.

As part of the re-launch of Ept Computing’s website I’ve also published a white paper on user satisfaction on the mobile web. Some of it consists of observations which I’ve previously blogged about, now pulled together and presented in a more coherent and structured manner. I’ve structured it according to some interesting findings from the Online Publishers’ Association. They surveyed mobile web users and found that their main sources of dissatisfaction with the mobile web were:

  1. site load time
  2. site navigation
  3. user friendliness

While I’m not quite sure what they mean with “user friendliness” — it’s a kind of compound term for all sorts of factors which contribute towards the user experience — the other two, load time and navigation, are very clear areas which need to be addressed if the mobile web wants to move forward.

Site load time is a tricky problem to address, because slowness is mainly due to packet round-trip times on mobile data services. I see Ajax and Flash to be the most promising approaches to beat the network latency — i.e. transferring more data up front in order to make the site more responsive once it’s loaded. Site navigation is mainly a question of information architects figuring out how to present information most effectively on a mobile, and there are already some very good examples of good mobile navigation design on the net.

If you’re interested, you can download the white paper (PDF, 124 kB). Here’s the abstract:

The use of internet and web services on mobile devices is expected to revolutionise our attitude to information and communication in the near future. However, in order to attract mainstream adoption, the mobile web must overcome some fundamental user experience problems. In this white paper we approach the user experience from a technical point of view, explaining reasons for deficiencies of the current approaches, and introduce some technical means for improving the user experience.

Ept Computing’s website re-launched

Written by Martin Kleppmann on Tuesday, 11 December 2007, 09:12 GMT.
Filed under: business.

Hurrah, the new website of Ept Computing is now online! It’s taken us two months to get there but I’m very pleased with the result. Thanks to Adam for doing the design.

We’ve not only thoroughly re-designed the look and feel of the site to make it a lot more alive and stylish. We have also completely re-written the entire content to bring it more in line with our goals as a company. Previously we just had a rather handwavy blurb about what we do, but this is now a lot more concrete. We do:

  • mobile web development/design (in particular, bringing e-commerce to the mobile web)
  • usability and user experience consulting
  • web application development.

I’m hoping this clear differentiation will help us to give people a better idea of what we do, what we’re passionate about and what we believe in. We previously made the mistake of effectively saying something like “we can do anything, just let us do it” — a proposition which is impossible to sell. Now with this clearer view we should be better off.

Want to be part of the excitement? We have a jobs page.

Friday, 7 December 2007

Trends 2008: Web access everywhere; e-commerce

Written by Martin Kleppmann on Friday, 7 December 2007, 20:22 GMT.
Filed under: business, mobile web, software, user experience.

The mobile web is talked about a lot by people who have a vested interest in the mobile web becoming popular. The frequently-cited arguments in favour of web usage on mobile phones sound pretty convincing until you realise that most of those people talking so passionately about it have invested in the mobile web, and therefore may be stating their wishful thinking rather than an observed reality. (I am, unfortunately, no exception, being a mobile web developer myself.)

Mobile internet use has been hyped a lot — WAP has been around since the late nineties, and many people originally speculated on it being a huge success. Well, it never was in most parts of the world. It’s quite understandable that observers are now rather more cautious when it is announced that the mobile web is finally here, and that it is about to engulf the mainstream consumer.

In such an environment it is refreshing to hear the opinion of a neutral organisation who simply observes what is going on in the minds of consumers worldwide. Trendwatching.com produces well researched monthly briefings on the latest consumer trends worldwide. I have been following them for a while, wondering when the time would come that they would announce the mobile web as a major consumer trend. And now, in December 2007, the time has arrived. They announce in their predictions for 8 important consumer trends in 2008 (PDF):

“Five years ago, we introduced ONLINE OXYGEN as the engine behind all this excitement: control-craving consumers needing online access as much as they need oxygen. [...] If there’s one device that’s going to introduce another few hundred million people to the online world, it’s the phone. And yes, initiatives like Google’s Android and ‘their bidding on the 700MHz band’ and WiMax and so on are definitely going to speed things up. [...] don’t count on consumers’ insatiable demand to be online 24/7 to remain unmet forever.”

– Trendwatching.com, “Online Oxygen”

Although still a bit cautious in their wording, and emphasising that it won’t happen overnight, the trendwatchers have confirmed that the mobile web is not just a bubble. The signs are set for internet access anywhere, at any time, on almost any device, and it’s looking as though we won’t be able to imagine a world without it in a reasonably small number of years’ time.

But what is all that online access to be used for? E-commerce and social networking, say the trendwatchers. Social networking is a bit difficult to grasp, I think; it’s another one of those areas with a lot of hype and not necessarily much substance. E-commerce is a very important reality though, as yesterday’s article from Computing points out (UK online sales have risen by 29% since last year, reaching £130bn). And Trendwatching.com are convinced that this trend is going to continue:

“Sometimes, the Next Big Thing can be right under your nose. Consider the online riches to be reaped in 2008 from… ecommerce! Sure, it’s been around for years and years, but prepare for a forceful ’sequel’. After all, never before have so many consumers been willing to overcome security threats, still shockingly bad (or boring) design, and delivery screwups. In other words, 2008 could be a goldmine for smart e-tailers, who, if they get their act together, could make billions and billions of dollars, euros, pounds, yen, kroner, lira and rand that are impatiently waiting to be spent by web-savvy consumers around the world.

So in 2008, spend blood, sweat and tears on improving your ecommerce presence; the pay-off will be immediate, and far more substantial than investing in Web 2.0 me-toos!”

– Trendwatching.com, “Online Oxygen”

Consider that this market research organisation spends most of their time talking about brand psychology, status symbols, and the purchasing habits of particular sections of society. They are not technology-oriented in the least. And nevertheless they are announcing the coming of the ubiquitous internet, and its huge value for commerce. For me, this announcement marks the transition of the mobile web from hype to reality.

Of course, there are still a lot of problems to overcome — the top three are probably user experience, data traffic pricing, and handset market fragmentation. But if the consumer demand is there, these problems can all be sorted out. People are figuring out how to design engaging and usable mobile web sites and applications; flat rate data plans are becoming more common (in the UK at least); and fragmentation will mean that developing for the mobile web is a bit more expensive than it could be if everybody stuck to a standard, but it’s still an entirely surmountable issue.

With the economic force of e-commerce retailers pushing technology ahead, I am rather optimistic towards the mobile web.

Sunday, 2 December 2007

Mobile web design is so different from the desktop web

Written by Martin Kleppmann on Sunday, 2 December 2007, 17:41 GMT.
Filed under: mobile web, usability, user experience.

About a month ago Victor Keegan of the Guardian wrote: “The mobile web is finally getting started”. He points out both some of the benefits…

“It is interesting why so few of us use one of the breakthroughs of recent years: the ability to search the web from wherever we are with a mobile phone. This ought to be hugely empowering, enabling us to answer any question from wherever we happen to be instead of having to wait until we are within reach of a computer.”

…as also the main reasons for its slow start:

“There are a number of reasons why this hasn’t happened and why it may be about to change. It is partly because the operators have been shamefully greedy in trying to raid our pockets by charging for all the data we download [...] the user experience is still not good enough. Mobiles were designed to make telephone calls. Now things are changing.”

– Victor Keegan, “The mobile web is finally getting started”

I recently came across some great examples demonstrating why for complex web sites, there is no alternative to designing a specifically mobile version. This is not so much for technical reasons, as rather that mobile users may have totally different requirements. It’s not so important to be able to access every single bit of content; instead those things which mobile users do require need to be instantly accessible. After all, think why a user may want to use the mobile web rather than the desktop web: it’s very much tied to now, an instantaneous requirement. In the words of Sarah Lipman, from an interesting paper on mobile search paradigms:

“‘Mobile Search’ = I want it NOW. I can’t wait, I won’t wait.

When a user gets the sense that ‘I’m not going to find what I want right now’ he stops looking, because that is almost always the path of least resistance. At the same time, he will also have a small sense of failure. [...] If search cannot deliver on the promise of ‘I want it NOW’, it won’t be utilized.”

– Sarah Lipman, “Search patterns in nature: Informing computer search interfaces”

For mobile users it is even more important than for normal web users that the designer has figured out exactly what the most frequently needed aspects of his site are, and made those aspects immediately and very easily accessible. This means that a mobile page can contain far fewer navigational elements (links) than a page intended for desktop viewing. Going from desktop to mobile therefore involves prioritising links in a page — some of them are going to have to go (moved into a sub-page, or removed entirely). This is not something which software can do automatically — a human editor or information architect has to sit down and decide.

Two examples to clarify:

Blue Flavor has also produced a presentation on the basics of good mobile web design.