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{{ | {{a|tech|{{image|Tippex on screen|jpg|[[Meatware]] hard at work, yesterday.}}}}{{Quote|''I’ve seen a [[chatbot]] punch through a concrete wall; men have emptied entire clips at them and hit nothing but air; yet, their strength, and their speed, are still based in a world that is built on rules. Because of that, they will never be as strong, or as fast, as ''you'' can be.'' | ||
::— Morpheus in ''The Matrix''}} | |||
Those mortal flesh sacks sitting in front of the telescreen, weeping bitter tears, and wishing things could be otherwise. In [[Tron]]’s disparaging terminology, a ''[[user]]''. | |||
The meatware is '''''us''''', as we desperately hold our ground in these last skirmishes of retreating [[substance]] in the face of the overwhelming firepower of [[form]], protected by the all-encompassing blanket of [[GDPR]] and its unique power to force websites to make us click a [[disclaimer]] about cookies before showing us what Daisy Duke looks like now. | The meatware is '''''us''''', as we desperately hold our ground in these last skirmishes of retreating [[substance]] in the face of the overwhelming firepower of [[form]], protected by the all-encompassing blanket of [[GDPR]] and its unique power to force websites to make us click a [[disclaimer]] about cookies before showing us what Daisy Duke looks like now. | ||
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===On the difference between humans and machines=== | ===On the difference between humans and machines=== | ||
'''Role reversal''': A favourite confusion of millennial punters and change managers is confusing ''things machines do well'' with ''things humans do well''. | '''Role reversal''': A favourite confusion of millennial punters and change managers is confusing ''things machines do well'' with ''things humans do well''. | ||
*''Machines'' are good at accurately, quickly and cheaply doing what they are told. On the other hand, [[AI]] has no judgment, can exercise no discretion, and is useless when the instructions run out. | *''Machines'' are good at accurately, quickly and cheaply doing what they are told. On the other hand, [[AI]] has no judgment, can exercise no discretion, and is useless when the instructions run out. | ||
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'''Over-Ambition''': Implement computer solutions to save on repetitive manual tasks, allowing your people more time to do what they do best: manage risk and look after your clients. Over-engineered technological solutions are slow, inflexible and unwieldy to use and to maintain. They need a [[runbook]]. And the more complicated the system is, the less likely humans are to use it properly. The less often they will use it, the less often they will spot glitches. The harder it is to maintain, the more quickly its [[runbook]] will get out of date. The less effective the [[runbook]], the more exceptions it will throw up. The more exceptions you have the more you need humans to handle them. {{maxim|A computer system that no-one uses is an expensive paper-weight}}. <br> | '''Over-Ambition''': Implement computer solutions to save on repetitive manual tasks, allowing your people more time to do what they do best: manage risk and look after your clients. Over-engineered technological solutions are slow, inflexible and unwieldy to use and to maintain. They need a [[runbook]]. And the more complicated the system is, the less likely humans are to use it properly. The less often they will use it, the less often they will spot glitches. The harder it is to maintain, the more quickly its [[runbook]] will get out of date. The less effective the [[runbook]], the more exceptions it will throw up. The more exceptions you have the more you need humans to handle them. {{maxim|A computer system that no-one uses is an expensive paper-weight}}. <br> | ||
'''Think global: act local''': Paradox: [[Management information and statistics|management information]] is why ''you'' want the system. But people using the system at the coal face couldn’t care less about | '''Think global: act local''': Paradox: [[Management information and statistics|management information]] is why ''you'' want the system. But people using the system at the coal face ''couldn’t care less about [[MIS]]''. What they ''do'' care about is information: that’s what they do all day: process information. They are already capturing all the data ''they'' need. Rather than throwing out their existing practices, analyse what they do and look for localised “tricks” to make these tasks easier for your staff to collect and process the information they need. Spend your IT resource building ways to mine those enhanced information systems. | ||
'''[[Aesop’s dog]]''': Remember the fable of the dog with the bone: before you spend large, consider the information and the resources you already have. Could you reconfigure them to better present existing information? Could you overlay reporting on existing systems? There are some [[SharePoint|powerful workflow tools sitting idle in many organisations]]. | '''[[Aesop’s dog]]''': Remember the fable of the dog with the bone: before you spend large, consider the information and the resources you already have. Could you reconfigure them to better present existing information? Could you overlay reporting on existing systems? There are some [[SharePoint|powerful workflow tools sitting idle in many organisations]]. | ||
{{ | ===Humans aren’t perfect=== | ||
Nor should you underestimate the [[meatware]]’s capacity to misunderstand the possibility presented by technology. This is much needed advice for those who write [[playbook]]s. It’s all very well having clever software that can read your [[confidentiality agreement]]s and mark them up according to a [[playbook]], that is to say, but if the sad sack who wrote the [[playbook]] believes — and it is a sad fact of life that many of our learned colleagues do, my friends — that [[tedious]] back-and-forths on low-value agreements — you know, the “''directors, {{insert|officers,}} employees, agents, {{insert|contractors}} and {{insert|professional}} advisers {{insert|(as the case may be)}}''” kind of mark-up — in the name of procedural perfection ''because you can'' is a good idea, then your expensive new [[Saas]] [[natural language processing]] app will only allow you to waste the organisation’s time and money a little more efficiently and comprehensively than you were already doing by yourself. | |||
{{sa}} | |||
*[[IT strategy]] | *[[IT strategy]] | ||
*[[Artificial intelligence]] (being a kind of wisdom not possessed by the [[meatware]]. | *[[Artificial intelligence]] (being a kind of wisdom not possessed by the [[meatware]]. | ||
*[[Substance and form]] | *[[Substance and form]] | ||
*[[GDPR]] | *[[GDPR]] | ||