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Face time
At recent visits to both my son’s pediatrician and my own primary care physician, it was clear that a shift in communication has occurred in health care. Both used shiny new laptops to record the visit and both were awkwardly making an attempt at eye contact and conversation while periodically turning away to enter data. The pediatrician even mentioned that the new system limits his ability to read parents’ facial expressions as they speak, an important component in his evaluation of a child’s health.
Designers may also suffer from an impaired ability to communicate when we allow ourselves to fall into techno-centric habits.
Recently, I overheard a colleague ask his team to set aside the laptops and simply discuss the tasks at hand before typing notes or making fixes on the fly. An old-fashioned conversation with eye contact ensured that everyone was listening and comprehending; the few extra minutes resulted in a more streamlined process with less subsequent rehashing of the discussion.
Sometimes delivering a layout to a client via PDF feels like sending a signal to outer space and waiting to hear what bounces back (and likewise, the client may have a similar experience on the receiving end). When there’s any uncertainty, it makes sense to avoid the ensuing flurry of e-mails by picking up the phone after clicking “Send.” Even a brief conversation has the added benefit of opening the door for other questions or concerns that can be resolved preemptively.
Technology affords us unparalleled efficiency and accuracy in design, yet it’s best coupled with face-to-face (or voice-to-voice) interaction to ensure a successful working relationship and to save both time and budget. Like my doctor’s solution of repositioning the visitor chair in front of her laptop, the designer must find ways to keep both ears (and eyes) engaged with the people they work with.
Categories Design, Outside the Square, Strategy and Management
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I couldn’t agree with you more. Literally just had an instance of poor communication via email this morning. My contact assumed I would go in one direction with his outline, and of course, I assumed an entirely different direction. Had we taken the time to speak, there would have been no confusion. Of course after our phone call, we’re now on the same page. Question and answer segments are so useful.
Technology is awesome but there’s no substitute for human interaction. Eye contact is critical in a doctor/patient situation – not only for the doctor to understand and observe the patient’s demeanor and body language but also for the patient to feel comfortable and well taken care of.
Voice activated data entry may be better suited in the exam room but it could present the unfortunate opportunity for a breach in the doctor/patient privilege information pact.
Like human beings – technology is not perfect.