Last Winter two mice came into our house each night through a vent and ate dry goods in our pantry and cupboards. As a general rule we don’t kill – insects, spiders or mammals – so the ‘obvious solution’ was not an option. What did we do, and what does this have to do with ICT?
Disclaimers: My views are my own. In general I live a vegetarian/vegan lifestyle. I consider pesky a term of endearment. And, I apologise in advance when I generalise the complex.
Of Mice
The general concern with mice is that they spread disease and breed like, well, mice. But really, our mice were endearing. They would come in at night and peek around the back of a desk. If we moved they shot back to the vent. If the coast was clear they darted from furniture leg to furniture leg until they reached the kitchen. We first noticed when holes appeared at the bottom of the bag of dog biscuits on the floor of the pantry. So, we lifted the bag onto up a shelf.
They still got to the dog biscuits, via a tin of oil. So we put the dog biscuits in hard plastic tubs with lids. The following night we heard russling in a cupboard which contained some dry goods like noodles, pasta and muesli. The shelf was 1.5m (5′) above the ground! It took me two weeks to find all of the ways they climbed and leapt their way up, but eventually I secured the shelf and cupboard.
The mice went back to the dog biscuits and for four nights we heard them scratch and bite at the plastic, to no avail. Our food was secure. And the mice stopped coming. We still saw them outside occasionally but we probably prevented the start of a population boom, without traps or poison.
It turned out the mice in our house were a symptom. If we killed them, more would have come. The problem was that we stored our food in ways that attracted outside animals to come in. When we solved that problem, no more symptoms.
And (Wo)Men
I have witnessed ICT professionals complain about another species of mammal, the computer-literate academic. The ‘problem’ was that these pesky academics would spread viruses through unsecured PCs, and breed new Mac-users like, well mice. And the ‘obvious solution’ was to crack down, lock down and institute rules and bureaucracy. Except, that wasn’t the problem.
The real problem was that we provided computers that didn’t suit their needs. We eventually learned to solve that problem by progressively addressing indicative symptoms. First, standardised PC hardware configurations options covering the spectrum of needs. Then a managed operating environment (MOE) for Windows 7, providing security and improved performance. Then a suite of self-installable applications. Then a streamlined desktop migration process. Then an MOE for MacOSX. Then a Managed Print Service with swipe-to-release follow-me printing (which is fantastic).
And next thing you know, no pesky academics. Okay, sometimes the occasional one is found divulging their passwords through phishing – but we don’t have to resort to traps and poison!
So, my observations are:
- A recurring ‘problem’ is probably a symptom;
- Defining the real problem enables the right solution to be found;
- The right solution is often revealed iteratively by addressing new symptoms as they emerge;
- Working with the natures of those involved is easier than working against them – i.e. user-centric approaches;
- You don’t need to kill mice (or ants). Find what they are coming for, make it unavailable, and repeat until they stop coming.
Note: I am currently reading “This is Service Design Thinking” and guess what step 1* is… find the real problem. Ric Phillips might be onto something with his Thinking Differently…. By Design post.
*a suggested step 1, since Service Design has no fixed process
