Computing has come a long way since its start back in the early twentieth century (although some may argue that computing actually began in the early nineteenth century). Even so, one of the main goals of computer engineers has always been to make their systems configurable. This is because an
ICT's use is not fully defined by its design.
When a computer user is given a new piece of software, for instance
Mozilla's
Firefox web browser, he has expectations for the software based on both previous software products he has used and his current needs and job requirements. He may decide to customize and configure Firefox to fit his particular needs by installing extensions for the browser. While other software products may not support extensions as Firefox does, their users still have needs not exactly met by the current version of the product. In this case, the software's developers must listen to their users and try to release a new version of the product that more properly meets the requirements of the users.
One of the most well known examples of software whose developers that did not listen to the user base is
Microsoft's
Internet Explorer (which you may be using to view this page right now -- if so, I must encourage you to take a look at Firefox). When IE was released,
Netscape Navigator (now the Netscape Browser) was the browser of choice, if only because it was the first graphical browser of its kind. For the next decade, Microsoft and Netscape competed in what has come to be known as the
First Browser Wars, where both companies rapidly released new versions of their browsers, with little or no input by the users of the browser. Each release had new features which were either incompatible with or not supported by the other browser, which meant that any website that worked in one browser would probably not work well in the other. While all these features were being added, many bugs in the current versions were ignored.
Eventually, IE emerged from the war victorious, and Netscape was bought out by AOL. Since then, IE has been notorious for its poor support of many of the standards set by the
W3C, the organization responsible for standardizing the different protocols used on the World Wide Web. Web developers have been pleading Microsoft to improve its standards compliance for years, but IE 7, the latest release, is still lacking many key features, including full
CSS 2 and
DOM support, both very important in creating dynamic web pages. Also, IE uses its own version of the JavaScript programming language, JScript, which is markedly different from standard JavaScript in several key points. This means that web developers have to spend more of their time writing code to support IE than developing the actual web site.
To solve this problem, Microsoft would need to support the full standards set forth by the W3C in IE. They would need to have more minor releases to fix bugs and implement the latest standards. They would also need to listen more to not just their users, but also the web developers who depend on their software. Most end users would not even know what DOM or CSS are, let alone know that their browser has substandard support for both. They might even blame the web site developers for sub-par performance. Therefore it is in the best interest of all IE users to improve standards support.
One of the most tragic examples of poor interaction between users and designers was the incident between the
USS Vincennes and Iran Air Flight 655. In a combat situation, the
Vincennes mistook the passenger jet for a fighter plane and, after attempting to communicate with it on several military frequencies, fired two missiles, destroying the plane and killing everyone aboard. After an investigation, the US government said that, due to combat stress, the crew of the
Vincennes were unable to properly read the computer displays. The government also said that the crew could have been suffering from a psychological condition known as 'scenario fulfilment', which caused them to act out a training scenario while ignoring sensory input to the contrary.
Experts who examined the incident say that, while the crew may have been panicked, they should still have been able to use the computer systems properly. Whoever designed the systems should have anticipated that they crew may have been been under considerable duress during use; after all, the
Vincennes was a combat vessel. According to an article in
The Nation in August 1988 (about two months after the incident occurred), the Aegis combat system was never properly tested. What tests it did undergo tended to eliminate the element of surprise. The designers and developers should have understood better the conditions under which their systems would be used.
When it comes down to it, users depend on the ICTs they use, sometimes for their livelihood and sometimes for their lives. It is the job of the developer to make sure that the ICT is easy to use and does what the user needs, not what the developer
thinks the user needs. Customization and configuration are ways for the user and the developer to reach a compromise; the developer does what he thinks is best, then the user requests changes in the parts he needs to in order to work properly. As Alan Kay, a professor of computer science, said,
The general precept of any product is that simple things should be easy, and hard things should be possible.
You can read more about Iran Air Flight 655 in its
Wikipedia article. I don't know if this link to
the Opposing Viewpoints article will work; you might need a membership for that. The document number is A6604712. When searching for information on the incident, I found that the Wikipedia entry was more helpful in getting a neutral overview of the event. The articles I found in the university's databases, which come from newspapers and magazines, tended to be more opinionated. Even so, they still had good insights and information.
Works Cited
Biddle, Wayne. "Testing charade".
The Nation. Opposing Viewpoints 27 Aug 1988. 5 Feb 2007. <
http://galenet.galegroup.com.libproxy.albany.edu/>
Kling, Rob, Howard Rosenbaum, and Steve Sawyer.
Understanding and Communicating Social Informatics. New Jersey: Information Today, Inc., 2005.
Labels: computers, editorial, informatics, internet