I think the most important thing that a company can do, not just in the customer space but the employee space, is to be completely open and completely honest. Don't pretend that you're doing something that you can not do. There's an old saying in Silicon Valley, "It's not a bug. It's a feature."
Paul SaffoWe've become more and more interrupt-driven. If you have six tasks to do in an hour, you can't just take 60 minutes and divide and have 10 minutes per task. You have 10 minutes per task minus the time required for context-shifting. That will be the next big challenge: figuring out how to fight the distraction-driven mode we're in and stay focused on one thing long enough to get it done.
Paul SaffoMy advice is don't use technology primarily to lower costs. Use technology to create new, effective ways of touching the market and creating new businesses and if you do that right, the cost savings will come.
Paul SaffoEvery new thing upsets people. We all know someone that has a teenage kid who sits in the room and the television is on, their iPod is on, they have the computer on and at least three other electronic devices going while they're doing their homework. It drives the dad nuts, but he can't complain because the kid's a 4.1 (GPA) student.
Paul SaffoNever mistake a clearer view for a short distance just because the technology looks like it's about to arrive in the very near future. Chances are there will be some surprises and in the long run even the most expected of futures tends to arrive late and in completely unexpected ways.
Paul SaffoI don't think information overload is a function of the volume of information. It's a derivative of the volume of information plus the sense-making tools you have.
Paul SaffoTake cyberspace as an example. We had this wonderful utopian vision of a new home for the mind. What we've reaped isn't cyberspace. It's cyberbia. It's this vast, bland wasteland of vulgar people and trivial ideas and pictures of half-naked starlets. But despite all the uncertainty, has there ever been a more fascinating moment to be alive?
Paul Saffo