Tag Archives: adoption

Digital and society – true love or an unhealthy obsession?

Rachel Drinkwater
Senior Business Analyst
University of Coventry

Reflections from a bursary winner

In his book ‘The Rise of the Humans’, Dave Coplin  expounds that technology is neither good, nor bad. It is simply an amplifier of whatever we, as society and individuals, choose to use it for.

The media however certainly seem keen on amplifying the negative aspects of our relationship with technology, with often rather sensationalist reports of children as young as seven ‘sexting’ , a mental health “epidemic” in young people being directly attributed to social media usage, a decrease in the age and an increase in the severity of reported loneliness  an increase in divorces attributed to gaming addiction and claims of reducing memory and attention spans in young people and adults alike. Indeed it’s not just the media reporting these bad news stories. Numerous academics and researchers have produced literature reinforcing this rhetoric. I myself spent six months researching the impacts of digital technology and devices on ‘millennial’ learners and their ability to learn and retain information for my Master’s degree. Whilst my findings were not as negatively polarised as those of writers such as Nicholas Carr, Sherry Truckle and Susan Greenfield, I did conclude that there could be significant impacts on individuals and wider society if we fail to exercise caution, control and discipline when using digital technologies and if we fail to pass these skills onto new generations.
I feel I must defend myself a little at this point. I’m not anti-technology or anti-digital. I work in the field of IT, I have a passion for digital technology and I love the convenience of my digital devices and streaming services. I fully-support Coplin’s theory – it is our adoption and attitude towards and use of digital technology that is causing issues in society, not technology itself.
Positive applications of technology can save lives, help us to protect the planet, bring people together and introduce all manner of convenience and efficiency into our working, social and family lives. I don’t believe that we’re creating a new generation of zombie-like device-users incapable of building real life human relationships or employing critical thought. I have met twelve year olds that have astounded me with their common sense, intelligence, curiosity and yes, technical capabilities. The student who gave the opening and closing speech for Coplin’s lecture at Warwick School could have stood in front of any corporate board room and held his own.
I genuinely believe that today’s young people have as much talent, promise and potential as any other generation but that the technological advancements and the amount of information readily available to them, literally at their fingertips, gives them both advantages and disadvantages. Indeed Pew Research Centre concluded their in-depth 2012 research study into the future of technology with the somewhat inconclusively titled report “Millennials will benefit and suffer due to their hyperconnected lives“.
In my research, the evidence suggested that those who are able to efficiently use social media and other technologies and practice ‘multi-tasking’ when it is appropriate to do so, stand to do well in today’s digital society and workplaces. However, it is also apparent that if left unchecked and unmanaged, the issues we are seeing in society could continue and increase in prevelance and severity, creating negative knock-on impacts and detracting from the positive impacts.

I attended a talk by Adam Thilthorpe of the BCS at Business Analysis Europe 2018 in September courtesy of a UCISA bursary, in which he discussed what he termed the ‘unintended impacts’ of technology – those negative impacts discussed above. He raised the question of where the responsibility lies in pre-empting, identifying and mitigating against such impacts. When companies develop their media and communications platforms, I think we can fairly safely assume that they are not doing so with the intention that 11-year-olds will use them to send ‘sexts’; this is an unintended impact of the technology they have created. On the other hand, there are organisations who may exploit anxieties such as fear of missing out (FOMO), self-esteem issues and device addiction to market and sell products and services.
This raises a number of questions. Who should – or could – be responsible for identifying, pre-empting and mitigating against unintended and/or potentially unethical impacts of emerging technologies? Is it the responsibility of technology companies? Businesses? The Government? Educational Establishments? Parents? Individuals? Pressure groups? All of the above? And how do we begin to pre-empt such impacts when we are dealing with new, disruptive, previously-unseen technologies being released into an ever-changing society?
As a society we are experiencing an unprecedented rate of technological change. We are innovating incredibly quickly and have adopted digital technologies readily and intrinsically into our everyday lives. However, our legislation, regulation, educational systems and social and cultural norms are still changing at the same rate; comparatively slowly. It seems that we have been somewhat blindsided and as such have possibly not put in place measures to enable digital technologies to always be adopted and integrated into people’s lives in a productive, safe and useful manner. At the same time, we are so enamoured with our digital devices and applications and the convenience and opportunities that they bring, that we may not be pausing to consider the unintended and long-term impacts and effects of them.
In her 1979 book ‘Love and Limerence: The Experience of Being in Love’, Dorothy Tennov coined the phrase ‘Limerence’, which she defined as “an involuntary interpersonal state that involves an acute longing for emotional reciprocation, obsessive-compulsive thoughts, feelings, and behaviors, and emotional dependence on another person.” It’s that period of a relationship where your brain is producing a heady cocktail of Dopamine and Oxytocin and the object of your attention becomes your sole focus. It’s the stage where strange habits, bad behaviours and the wider impacts of focusing on one person to the exclusion of all else seem insignificant. That wonderful phase where their window-rattling snores seem adorable and your friends barely see you for six months.
It seems that as a society we are in a state of limerence with technology. We overlook the wider impacts, the bad habits, the potential problems, the metaphorical duvet-stealing, because we are hooked on those little hits of dopamine and oxytocin that are released every time we get a ‘like’ on a photo on Facebook or a connection request on LinkedIn – the exact same checmicals that are released during the limerance stage of a relationship. Indeed neuro-economist Adam Penenburg’s research centres on drawing parallels between the chemicals released when using social media and those released when falling in love. Interestingly, just like with limerence, there are also elements of addictive behaviour displayed when using digital platforms such as social media. Indeed Smartphone and gaming addiction are now recognised as distinct social issues with 73% of the 2016 OFCOM report’s 16-24 respondents professing to be ‘hooked’ on the device they use most to go online and ‘gaming disorder’ being recognised as a mental health condition by the World Health Organisation.
The question this raises is what happens when we fall out of limerence with digital technology? When we come down from that heady chemical rush, will we still be in love and will the relationship still be sustainable?
The media spotlight on some of the social issues in recent years and the acknowledgement by health organisations of some of the health impacts of unhealthy technology suggests that we’re starting to edge out of limerence and into the stark reality of our ongoing relationship with digital technology. Perhaps we’re starting to want to reconnect with our old friends ‘Walk in the Countryside’ and ‘Conversations around the Dinner Table’ who we dropped in favour of the alluring blue glow of our smartphone screens in the late 2000s. Perhaps we’re starting to assert our independence a little, creating screen-free times, rather than being slaves to our devices 24/7. Perhaps we are thinking about how we can strike a balance between our online and offline lives.
As Stephanie Sarkis states: “Time heals the intense pleasure (and suffering) of limerence… in a long-term relationship, it’s when things start getting real.” It’s safe to say that this is a long-term relationship, a multi-generational one in fact. That’s why it’s so important that, as with any relationship, we work out what we want from it, how we can manage and balance it and how to ensure that it is a long, beneficial, happy and healthy partnership for everyone involved.
This article first appeared on Rachel’s blog.
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

Identifying common points of failure in technology implementation

Mia Campbell
IT Support Services
Leeds Beckett University

The Service Desk and IT Support Show, June 2018

Attending SITS18 in June, courtesy of a UCISA bursary, has helped me learn about the most common points of failure in an implementation programme. These include:
  • Ineffective coaching program
  • Management not taking ownership
  • No workflow or content standard
  • Wrong metrics
  • Seeing it as just a project.
From one of the SITS sessions, I learnt that Eptica had compiled some interesting stats together this year from customers which are useful to be aware of:
91% of customers report that they become frustrated if they are not able to find answers they are looking for online quickly
75% of customers report incidents where agents haven’t had the right or sufficient information to be able to answer their question
70% say that they often experience inconsistent answers between channels
94% of customers say a high-quality response makes them loyal.
By looking at these statistics, it looks as if communication is the key factor which makes and breaks a successful service.

The role of AI

We must adapt to change and the change in how early/what technology people are introduced to. There were a number of different sessions which looked at AI over the course of the conference including: ‘The role of AI and the automation in the rebirth of IT’ and ‘What AI will mean for ITSM and you’. AI is now a key component in many households, which the newest generations are now experiencing at a very early stage. However, there is still an audience that has not had the same experience and may struggle to adjust. One of the speakers stated that in 2011 it had been predicted that by 2020 customers will manage 85% of its relationship with an enterprise without interacting with a human. It is quite noticeable today that it is in fact quite close to that already. So with AI, how can it be harnessed as a tool to make an efficient service for the customer?

The importance of individuals

This follows a point on performance of individuals. Although we are human and not robots we should have a uniform/quite identical approach and knowledge database when assisting a customer so that we can provide an effective and positive service. We can all be guilty of cherry picking who we want to deal with to get the satisfaction we need, but all involved should be able to provide that; behaviour and knowledge are very important factors in providing good customer experience. ‘Shift left’ is a great example of this as it reduces the time a customer has to spare to receive a resolution, but also helps the person/people providing the support to be more efficient and productive in their work. This may possibly save time from unnecessary escalation and provide more time on tasks that may require additional focus.
Other points noted regarding what makes a service/tool run well are as follows:
Consolidation, Compliance, Security, Adoption, Optimisation, Integration, Mobilisation, Collaboration, Collaboration, Efficiency, Productivity.
To elaborate on a couple, Adoption is a key element on both user and support side. The service/tool needs to be adopted as smoothly as possible to enable the service overall to be at its constant prime, so that it can resume or start as expected to complete its duties. Mobilisation is also another factor which relates to availability. In order to achieve the optimal service for a customer, such as online remote support, mobility plays an important part providing support no matter where the customer is.

I met with Sally Bogg for a short while on the first day who is the head of our end services at Leeds Beckett and was also talking at SITS on career development for women in IT.  We attended a keynote session on Women in Technology lead by Dr Sue Black OBE. It was quite inspiring and Dr Black had some amazing stories which she kindly shared with us all.

Conclusion

Although my role is not a managerial one and I cannot make decisions regarding the take-up of tools, it was a pleasure to learn about them. It has been a great experience to take this information back for research purposes and also to document in these blogs how we can improve our attitude and processes. I also spoke to the vendors about how colleagues and I have utilised these tools. The vendors were glad to receive feedback at the event which they could take back to improve their provision to us all.
I spoke to many individuals at this event and it has not only been beneficial for my role but also for my own confidence. Thank you very much to UCISA for the opportunity to attend this event – it is one that I’ll keep with me.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.