We live in a world where new technologies, software and hardware change at an incredibly rapid pace.
Most notably, we speak of how portable and connected devices and software are. Always-on access to the Internet and devices we can carry in our pockets or wear (that themselves are also “always on”) open up all sorts of opportunities to access information and sync data in ways staggeringly different to only 20 years ago.
Key selling points for many technologies at the moment are “automation” and “convenience”. I don’t need to wait until I get to a computer to check my email and there are many email apps that intelligently pre-sort my email for me to make it easier to go through them or spot the important ones.
Online office suites allow me to create a document that someone else can edit with me in real time. And I can instantly sync spreadsheets between devices or with colleagues with “cloud-based” applications and storage.
However, there is a phenomenon I have been observing for a number of years now where some of these advances and more are at best simply speeding up boring work and at worst giving us even more work to do than we had before.
The Faster Horse
There is a urban legend of a quotation from Henry Ford that comes to mind here:
If I had asked people what they wanted, they would have said faster horses.
Now, it is questionable as to whether Mr. Ford actually said this, but it is commonly applied to applaud the approaches of, say, Apple where companies will push innovation that was not asked for, but it will succeed. It is used to demonstrate that there is an amount of short-sighted thinking that will come from your customers and the population in general. If you really think — and truly innovate — then you will develop paradigm-shifting, game-changing, “disruptive” innovations that are a step up from where we were before.
It is my assertion however, that big companies and innovators — yes, even Apple and Google — sometimes do not shift paradigms as much as they should or could. In fact, even some of the most notable developments are less than they appear to be on closer inspect — or maybe at a higher level of abstraction — i.e. they are more superficial than we might think.
However, it is not always their fault. Sometimes it feels there is a lack of imagination — and I think that sometimes that is the case — but there are many occasions where the ideas are willing, but there is substantial effort required to overturn people’s expectations and habits.
An example: email
Email is my favourite example for everything that is both right and wrong about modern technology. It brings skeuomorphisms from its predecessor — mail or post — in the form of envelope icons or indeed the “envelope” that appears in the SMTP standard. The protocols certainly feel old when you start writing software that deal with them, but it works really well and naturally suits a distributed network.
Not only that, but it has been around for decades with protocols such as IMAP surviving from 1986 to this day. In timescales normally recognised by the software and Internet industry, it is ancient technology. It pre-dates almost any programming language in popular use on Github, pre-dates the Linux kernel and pre-dates the World Wide Web.
So, what has actually developed in this realm? Yes, there are things like ActiveSync that attempt to replace IMAP, but I should hope not to have to justify just how dull a development that is and how little it really impacts the end user who just sees their email sync between devices either way. Instead, let us look at innovations that help users interact with and manage their email.
An overly-chatty world and increasing spam has made email difficult to manage over the years. It is also an oddly stateless and non-linear format where I can only send someone a sequence of characters and they send characters back, with the fact that it’s a reply to my first message only made clear by header metadata and a convention to include my original reply in their email body. Linear models like conversation threads and messages over time are extraced only by clients out of stateless metadata. Does this model real communication where there is usually some conversational context to each utterance?
It does the job it was built to do and it does it well, I suppose. So what are the problems with it?
Well, let me start with one perceived problem that leads to the imagination-lacking, less-innovative-than-you-might-think developments that are the focus of this article: sheer volume of emails.
We receive too many emails. This should be evident to anyone with an email address. In a relatively short time period, we can receive:
- notifications from automated systems
- auto-replies from companies
- delivery notifications from online shops
- mailing list updates from companies we signed up to hear from
- genuine messages from people we know
- alerts from social media sites
- spam spam
So, how do we solve this? Gmail has released features that automatically categorise emails into different groups. This sounds fantastic on the face of it in that I can see emails from my family distinct from marketing nonsense. This is in addition to a long-running, effective spam filter that keeps the biggest noise out of our inboxes.
There are other companies out there too trying to build client applications that connect to your email, but present the information in different ways or provide different controls and buttons. With this, they hope to make it easier to sift through the information and reply to people in a timely way.
So, I’ve called this a perceived problem but it is a real problem, sure. So, what do I mean when I say “perceived”? What is the real problem here?
I call his a “perceived” problem because it is actually more a symptom of a larger problem. We perceive symptoms more easily and have a bias towards solving the immediate consequences of these symptoms (I have a lot more to write on this topic generally, but for now see “XY Problem”)
So, the perception or naïve interpretation of the situation is “I have too many emails. If only Google could filter out some of them or categorise them so I can go through them in a more structured way.” In short, the naive belief is that we need machines to help us work through all those emails.
Finding the Real Problem
It is my belief that we need to strive to be better at moving up the levels of abstraction to get at the root of modern problems, particularly where technology can solve them. In Systems Thinking, we would think about the bigger, holistic system of which our email woes are only one component. We might find that the system itself has issues that cannot be fixed by addressing each problematic component in isolation.
So, why do we have too many emails? I think this is answered in the list above: we have emails from multiple sources such as spam, marketing emails from companies, notifications from automated systems, notifications of items being despatched as well as genuine messages from colleagues, friends or family.
What are the real problems here? In my mind it is:
- A single inbox is mixing up critical alerts, FYI notices from systems, notifications of things like deliveries and proper human communication messages.
- No distinction between messages that need action (so, you’d want them there when you get back from being away so as to reply eventually) and updates that are not interesting once they get old. (Do I really need to sift through a backlog of alerts from systems at work once I get back from being away from 2 weeks? Won’t they all be addressed by colleagues in my absence?)
- Marketing emails might take more effort to opt out of than to create a filter to hide them. Or I might be interested in some updates from that company, but not all are interesting (so, again, if the newsletters haven’t been read for a week, then I don’t care anymore).
- Other transient emails like despatch notices from companies become very uninteresting if I see the email after I already have the item in my hands.
- The fact that spam exists. Not sure we can solve that one, but don’t dismiss it right away.
- Our email doubles up as an identity so that we can sign petitions or otherwise do things that need to be restricted to one account per person. It is also used for password recovery when we use it to sign up for an account on a website.
And these are just problems with my inbox. I can imagine finding further issues if I looked at other people’s inboxes.
So, what can we do better here? Isn’t the first point exactly what Google is trying to address with the auto-sorting features in Gmail? Well, sort of. Google is addressing the symptom by splitting up these different kinds of emails and making it easier for users to see what’s going on, but they aren’t actually addressing the underlying issue of why we have this all mixed up in the first place.
There is a lot of administrative effort put on us by automated systems and machines, so our solution is to use more machines to allow us to get through that additional effort more quickly. In this respect, Google and others are proposing Ford’s supposed “faster horse”. Nobody is talking about “what if we didn’t have horses?” Or, to drop the analogy, “what if we simply weren’t given the administrative effort in the first place? Isn’t it the whole purpose of machiens to have them to repetitive work for us?
Analysing the Real Problem
An important, but under-appreciated skill for the best software engineers is to be able to step back from a mix of problems and requirements and find the perfect level of abstraction at which 1) many problems start to look like the same problem and 2) we can divide our solutions amongst the different classes of problems rather than repeatedly creating lots of one-off solutions for the problem right in front of us.
If we attempt to find patterns in the list of problems I listed above, I can pick out themes such as:
- Some emails require action (e.g. replying to a question), but some are transient (i.e. they become uninteresting if I do not read nor act on them by some date).
- Emails are used to let me know something has happened — either because something needs attention or to keep me posted about changes in an order status.
- Companies love to send us email to make us come buy more things and sometimes we want to hear about news and products from companies we like.
- Emails are used as an authentication mechanism so that websites with user accounts can control the number of spam accounts, attempt to tie at of their accounts to a real person or otherwise prevent people from skewing something with fake accounts (e.g. petitions, online polls)
- Some emails are from humans, some are from automated systems.
I’d say this is one level up in terms of abstraction in that the list is in some ways just a re-wording of the list of problems I gave above, but we are starting to blur some of the precision. Let us step back a bit further and consider the use cases for email in light of these observed patterns:
- A person you know (or a colleague you’ve not met) wishes to ask you a question and get a response.
- Someone you know quite well wants to engage in general conversation and keep in touch.
- Some companies want you to associate a unique identity to your online account so that spam accounts are harder to create.
- I want to keep up-to-date about new products from a brand or company I love (e.g. product launches, competitions, discounts/offers)
- Some companies want a way to identify you in the case you forget your password.
- Online petitions and polls want to ensure integrity by preventing people voting/signing twice.
- I want notification when online shops despatch and deliver my parcel so I know when you wait for it or when to expect it in case it doesn’t arrive and I have to chase it.
- People in a work setting might need some of their systems to notify them when something happens that needs attention (e.g. customer order placed, website has gone down, something else has gone wrong).
Note I have deliberately tried to avoid using word email in all of these. This is the only way to get the right level of abstraction that allows us to question the need for email at all in any of this and free us up to think of completely new ideas to solve our problems.
Real problems lead to true innovation
So, finding the real problem is somewhat important if we actually want to make our lives better with technology. I hope that now and again I can convince people to step back (“why do we need to get so much email in the first place?”) and push their imaginations a little further (“what if we replaced email for some use cases?”) and we might just get a better approach to things like email rather than having it pre-sorted for you or allowing you to check it on the move.