Don't Get Angry

Usability Interface
Don't Get Angry

by David Dick, From the Editor's Desk
Reprinted from Usability Interface, Vol 6, No. 1, July 1999

Do you become so frustrated with your PC that you want to punch and kick it? I know that I do. There are days when it takes on a personality all of its own. For example, the cursor freezes in mid-screen while I am typing, files refuse to open, the formatting of a document mysteriously changes, and configurations revert to the defaults.

For many of us, the PC has become a focal point of our lives both at work and at home. We have become so dependent on the PC that whenever it doesn’t work as fast or as efficiently as we expect, we become frustrated.

An article in the Washington Post, June 7, 1999, called Terminal Tantrums; 'Computer Rage' Is Widespread, a Study of Users Concludes describes research out of Britain, that we were among the victims of Technology Related Anxiety (TRA), specifically, "computer rage." The study reported high levels of PC-related abuse by colleagues "as a result of frustration" with information technology. The abuses included "swearing at their PC," kicking it, and "bullying the IT department".

The causes of Technology Related Anxiety, the survey suggests, include:

Forty-six percent were unhappy because error messages appeared in technical jargon rather than plain English.
Fourteen percent of the respondents said computer problems interrupted their work more than once a day.
Seventeen percent said it often takes more than an hour to resolve the problems.
Twenty-one percent claimed to have missed work deadlines in the previous three months because of computer or software problems.

Are you a victim of Technology Related Anxiety?

Does the article make a case for usability? Yes. However, although many of the leading manufacturers have usability programs, users still complain of chronic problems with the product. Complicated design is the result of programmers getting far into the design without really understanding who the target users are, the work that they do, and the context in which they do that work. By the time feedback comes in, it's too late to improve design, and saved for the next release. The solution – think differently and focus on the users.

Although many problems are the result of complicated design, be aware that some problems are related to system performance. Solving system performance problems simply means upgrading the RAM, the processor, the operating system, or allocating more memory to a particular application. Some people decide to buy a new PC.

How can you avoid Technology Related Anxiety? Remember that despite best efforts, nothing is absolutely intuitive.

Take the time and effort to become proficient in the use of your PC, its operating system, and its applications.
Before you react, think about why and how a problem occurs.
If it is a recurring problem, try to remember how you solved it.
Refer to the troubleshooting tips of the user guide and to the on-line help.
Refer the problem with a friend, colleague or listserv.

Follow these simple tips and I guarantee that you will solve problems and feel less frustrated at the end of the day.

Also, I encourage you to write to the manufacturer. Ask for advice, and give your comments and suggestions for improvements. Whether or not they respond is of little consequence. It's good therapy for you to share your frustrations and concerns.

If you are on the brink of rage, don’t get angry—get happy. Turn off the PC and take a vacation from information technology.