An article on the negative side of gamification

Back when I worked in HP labs, one of the areas I focused some attention to was gamification. In a recent article in Fast Company they looked into the dark side of gamifying workAnother interesting article was in the January 2012 issue of Wired titled The Curse of Cow Clicker.

For me, the simple definition of gamification is “Metrics-based behavior modification” or using game mechanics to influence real-world behavior. Some view this as a way to improve the worker experience for business functions, while others view it less positively as “exploitware”. We see it all around us in healthcare, retail and new areas all the time.

You may wonder “Can sitting on a help desk and answering calls from consumers be turned into a competitive game that improves the experience for everyone?” — it turns out it can. Many activities can be tracked, rewarded and tuned to the needs of the day. People respond when you give “points” for things like “resetting passwords”, “resolving install problems”… as long as the points mean something to the individuals doing the tasks.

Human behavior can be manipulated by just pulling on a few of the right strings. This is one way companies can tap into the streams of data and the inherent human intellect in their business to drive value. Businesses just need to listen and invest in understanding what drives those they want to influence and define systems to meet that unspoken need. One key though is to not make it so blatant that those involve feel manipulated.

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Virtual new caster – What will it mean for ‘the news’?

When I saw this report of the China state news agency Xinhua introducing AI anchors. I had to comment on it. Chinese viewers saw a simulation of a regular Xinhua news anchor named Qiu Hao. There were examples of the simulation speaking Chinese as well as English. I can see how this would be a very efficient way to produce a news program in a number of languages, but it does edge into the uncanny valley. The simulation is not perfect but self-driving cars were viewed as unlikely at the turn of this century.

I do worry a bit about what effect this will have on the current “opinion as news” trend that seems to be taking over many news outlets. I don’t know about you but I am seeing more and more opinion and less facts presented to enable me to make up my own mind about events.

National Cyber Strategy of the United States of America

securityIn case you’ve not heard about it, the White House released the PDF – National Cyber Strategy of the United States of America.

I’ve not read through the whole thing, the intro starts out with

America’s prosperity and security depend on how we respond to the opportunities and challenges in cyberspace. Critical infrastructure, national defense, and the daily lives of Americans rely on computer-driven and interconnected information technologies. As all facets of American life have become more dependent on a secure cyberspace, new vulnerabilities have been revealed and new threats continue to emerge.

Looks like a document worth understanding.

It defines four pillars for a national approach to cyber-security:

  1. Protect the American People, the Homeland, and the American Way of Life
  2. Promote American Prosperity
  3. Preserve Peace through Strength
  4. Advance American Influence

It will be interesting to see how the impacts of actions along these lies will be measured and felt — something technologists should watch.

Life lessons learned

listenThe other day I was asked a question: If you were to tell a group of students what key takeaways you would have to share, what would they be?

I thought for a moment and replied:

1)      Listen – You’ll never learn unless you listen to what’s being said and going on around you. The answer is not always ‘yes’ and that’s one of the reasons iterative development is so prevalent. The more you listen, internalize and appreciate, the greater opportunity to understand even more.

2)      Continue to sharpen the sword – Today, the word is ever changing. Everyone needs to keep learning and improving. There are always new areas to explore and skills to develop. Besides, it keep life interesting too.

3)      Leaders must have followers – If you want o be a be a leader, you need to cultivate your network. One great way to have support, is to first support others. The concept of the servant leader can be critical. Closely related to being a leader, is the need to always have an opinion. It may not always be right, but you will never be able to validate your perspective unless you actually state it – and then listen to other’s perspective. It is better to hop on and help steer, rather than to stand-in-the-way of progress.

That was a quick, stream of consciousness perspective. I’d be interested in your view of lessons learned about self-development you’d share with others.

Is AI a distraction???

AutomationI was recently in an exchange with a respected industry analyst where they stated that AI is not living up to its hype – they called AI ‘incremental’ and a ‘distraction’. This caught me a bit my surprise, since my view is that there are more capabilities and approaches available for AI practitioners than ever before. It may be the business and tech decision makers approach that is at fault.

It got me thinking about the differences in ‘small’ AI efforts vs. Enterprise AI efforts. Small AI are those innovative, quick efforts that can prove a point and deliver value and understanding in the near term. Big AI (and automation efforts) are those that are associated with ERP and other enterprise systems that take years to implement. These are likely the kinds of efforts that the analyst was involved with.

Many of the newer approaches enable the use of the abundance of capabilities available to mine the value out of the existing data that lies fallow in most organizations. These technologies can be tried out and applied in well defined, short sprints whose success criteria can be well-defined. If along the way, the answers were not quite what was expected, adjustments can be made, assumptions changed, and value can still be generated. The key is going into these projects with expectations but still flexible enough to change based on what is known rather than just supposition.

These approaches can be implemented across the range of business processes (e.g., budgeting, billing, support) as well as information sources (IoT, existing ERP or CRM). They can automate the mundane and free up high-value personnel to focus on generating even greater value and better service. Many times, these focused issues can be unique to an organization or industry and provide immediate return. This is not the generally not the focus of Enterprise IT solutions.

This may be the reason some senior IT leaders are disillusioned with the progress of AI in their enterprise. The smaller, high-value project’s contributions are round off error to their scope. They are looking for the big hit and by its very nature will be a compromise, if not a value to really move the ball in any definitive way – everyone who is deploying the same enterprise solution, will have access to the same tools…

My advice to those leaders disenchanted with the return from AI is to shift their focus. Get a small team out there experimenting with ‘the possible’. Give them clear problems (and expectations) but allow them the flexibility to bring in some new tools and approaches. Make them show progress but be flexible enough to understand that if their results point in a different direction, to shift expectations based on facts and results. There is the possibility of fundamentally different levels of costs and value generation.  

The keys are:

1)      Think about the large problems but act on those that can be validated and addressed quickly – invest in the small wins

2)      Have expectations that can be quantified and focus on value – Projects are not a ‘science fair’ or a strategic campaign just a part of the business

3)      Be flexible and adjust as insight is developed – just because you want the answer to be ‘yes’ doesn’t mean it will be, but any answer is valuable when compared to a guess

Sure, this approach may be ‘incremental’ (to start) but it should make up for that with momentum and results. If the approach is based on expectations, value generation and is done right, it should never be a ‘distraction’.

New Yorker Article on Digital Vigilantes

securityIf you are interested in Cybersecurity, there is an article I found well worth reading (or at least skimming) in the New Yorker – The Digital Vigilantes Who Hack Back. It seemed like something I’d be more likely to find in Wired than The New Yorker, but I’ll take stories like this where I can find them.

The article talks about some of the techniques and issues for moving beyond a pro-active cyber defence.

With tools like Canary and techniques to create homegrown honeypots becoming more prevalent, it’s good to see (what I saw as) a well thought out article discussing some of the technical and legislative issues, using layman terminology.

 

Symantec Security Report

security compromizeAbout a month ago, I wrote a post about a new Cisco security report that was totally missing the concept of cyber mining and its impact on home and server devices.

I just had a chance to look at Symantec’s annual security center report and it went overboard the other way. Quoting statistics like an increase in coinmining by 8,500% — using the law of small numbers to provide headlines, since coinmining was in its infancy a year ago.

Other than that little bit of histrionics, the report did more effectively cover the concerns that I’ve seen over the last year, with significantly greater software supply chain attacks and mobile malware incidents (their number is up by 54%).

I thought the report well worth reviewing.