Overemotional Robot

1.5M ratings
277k ratings

See, that’s what the app is perfect for.

Sounds perfect Wahhhh, I don’t wanna
skelly-swears
unpretty

today was the day we finalized the migration of essential software at work from some old and busted shit that was ready to die at any time, to the new cloud version of the same software that we are no longer responsible for maintaining. which is good because no one was actually maintaining ours. it's just been slowly crufting into unusability for a decade. so anyway they set aside an hour for a teams meeting where they'd walk us through the different interface and how to go through normal processes.

"it's not that big a change," they said. "it's all the same stuff, it just looks a little different," they said.

they did not account for the fact that the primary user of this software is someone who doesn't actually know how it works or what it's doing. they learned how to do their job entirely through rote memorization. they know which buttons they are supposed to press in which order, and that is the full extent of what they know. they also did not account for the fact that this person's processes were learned thirdhand from other people who were not using this software normally to begin with.

it's like. imagine if someone had only ever used tumblr in the app. and you try to get them to use it in a desktop browser, but they cannot figure out how to post. and you go through explaining where the button is and how to format text and add tags, even though you could have sworn it was all the same in the app. but then they're like, "okay, but what's the phone number" and you're like "what" and they're like "the phone number to call to make a post?" and it turns out somehow they still had the ability to post by calling a phone number, and every time they posted on the app they called the post in first and then edited the audio post to transcribe it into text before screenshotting the text for a photo post. and nothing you can say to them will make them understand that none of that is necessary or correct. they shouldn't have even been able to do some of that. they can just type into the post box now, like a civilized person. "okay," they say, "but what is the phone number, though? because when i made my account my friend gave me this checklist and the first thing on it is to call the number."

so anyway we were on that teams call for almost three hours and they still don't have a handle on the new software

unpretty

details have been changed but i want you to imagine that this software is used in part to record payments and send out updated invoices. in this software there is a special process to send invoices to collections. generally, you use special filters to determine what does and does not get sent off to collections. but this person kept asking that poor trainer to run the collections wizard on all invoices. every one of them. unpaid. paid. brand new. all of them. and the trainer is like. i am not doing that actually. and the person keeps insisting. "i need the report" they keep saying. "this isn't a report" the trainer keeps explaining.

as far as anyone can tell, decades ago, the person who first worked with this software added a custom report that prints before you can run the collections wizard. they would go through that report manually highlighting every invoice going to collections, with a highlighter, because they didn't trust the software. because this was old software without any kind of autosave functionality, they could just abort the collections wizard after they got the report, before doing it again and manually flagging the invoices they highlighted. everyone using this software since then has just. done that. assuming it was necessary for some reason.

"please," the trainer kept saying. "can you tell me what the report is called. what is the report. can you scan the report and send it to me. we can just run the report. we don't need to run the collections wizard. we actually specifically should not. there is no report here. we would need to add that in if you want that. but you won't need to run this wizard to get that report. you can just get it. the report. without doing this."

"it's fine," they kept saying. "i can show you the report. just hit okay on the wizard and it should pop up."

kawuli

image

@grison-in-space your tags pass peer review

findingfeather

Having had actual significant success with these people:

  • learn to identify them immediately: if someone starts asking you about "the collections wizard", and it makes no sense, stop, stop trying to explain it to them with shortcuts, and ask them to take you through their old process. This will ascertain for certain that you are dealing with This Person.
  • once you have identified them - and this is very important - accept that they did things by rote, and that ergo any change to that rote process is not, actually, "just a little bit different". It is a whole new process.
  • No seriously just fucking accept it. Accept it immediately. You are now working with someone who has never used the kind of software or process or thing you are trying to teach them before. They have arrived before you a blank slate. You are starting from the beginning.
  • if for some reason you are too rigid to do this, or do not have enough time, or just want to commit murder, this is the point where you run the opposite direction or hire someone else. but tell the someone-else this much.
  • if you're not too rigid or overloaded: now you need to make them understand that this new process is Totally Different.
  • Explain to them: forget about the old way. I'm so sorry - this is a total new way. I know. I know it's awful. It's Head Office's Fault. It's just how it is. I know they told you it would just be a little change. They lied. You can't do anything the old way anymore.
  • I don't care if this isn't really true. It doesn't matter if it's really true. It's true for them, because they knew this new way by-rote, not by-understanding-the-underlying-principles. They now have to learn a new rote.
  • (please note: if you are still going 'but it's just a little bit different - !' YOU are now, in fact, this person. Your by-rote is insisting that learning works the way it worked for you, and that using a system requires the way that you interact with the system. It doesn't! Remember that you also have to be flexible, as you demand someone change their system (that used to work fine for them) For You.)
  • Stop trying to short-cut this step. Short-cutting this step will just make you both cry. Just accept you have to do this the long way. It's good for you. It'll build character.
  • You will indeed get more pushback/upset at the beginning if you admit that you're needing them to learn something Entirely New. But it will be less than the rage/frustration/betrayal/resentment you get when you told them it was just a little change, and they end up having to re-learn everything they ever knew about doing their job, AND now they feel like either you lied to them or you're condescending to/judging them, and they hate you.
  • Yeah that's totally a lot of work, isn't it. But you gotta do it! (You do GOTTA do it, right? You didn't just decide to change things Because It's Neater This Way or for another reason that prioritized your sense of what's Correct over that of those actually doing the job, right - it was for a reason?) (Oh good, glad to hear it, so I reiterate: yeah, it's a lot of work but you gotta do it.)
  • Plan for this to take a realistic amount of time, which is about three times as long as the amount of time you wanted to tell the person you report to it should take, which is still going to be less time than it'll take if you DON'T just fucking plan for the fact that you'll need to retrain people from the ground up and then end up with three hours of a teams meeting and people crying because nobody understands at the end of it.
  • Finally: if you hire someone else to do it, do make sure THEY understand all of the above as well, and aren't going to be a dick to your staff about it.


You're welcome!

unpretty

COSIGNED

dduane
reimenaashelyee

image
image
image
image
image
image
image
image
image
image
image
image
image
image
image
image
image
image
image

My adaptation of the God of Arepo short story, which was originally up at ShortBox Comics Fair for charity. You can get a copy of the DRM-free ebook here for free - and I'd encourage you to donate to Mighty Writers or The Ministry of Stories in exchange.

Again it's an honour to be drawing one of my favourite short stories ever. Thank you so much for the original authors for creating this story; and for everyone who bought a copy and donated to the above non-profits.

caliharte

It never gets old and it always makes me cry.

weshallbekind

@ilgalantuomo ❤️

kedreeva
tarragonthedragon

ghost stories are alarmingly easy to spread tbh

when I was like ten I was walking back from the chip shop near my gran's house with a neighbour and we took a short cut down an alley which was enclosed by garages except for one part which was wire fenced and led to the electricity shack

and while I was walking I chucked a chip over the fence. the girl walking with me, C, reasonably asks why I did that

"oh, don't you know?" I say, as if I'm not equally out of my own loop

she shakes her head. the enclosed alleyway has no streetlights. it's after dark. the shack is isolated in the distance.

"a little girl who lived up on the court climbed the fence once on a dare. she went up to the shack and touched it, but there was a wire sticking out, and when she touched it, she got electrocuted and died, right there. if you come back in the daylight, you can still see the black mark."

[editor's note: the court was the smaller road off the side of the crescent, which was the one C's family and my gran lived on. the houses there were slightly more expensive and newer, almost all occupied by wealthy commuters to the city, where most of the crescent houses were occupied by retirees and locals who worked on the trading estate. naturally, crescent kids hated the court. houses there got bricked about once a month.]

"no she didn't," C says

I made up this story for absolutely no reason and with no plan, but I'm not gonna back down now. "sure she did. and if you go past on your way back from the shops and you don't leave her an offering, she'll follow you home through the streetlights. one flickers behind you, then the next, then the next, until you get home. and then the lights start to flocked inside the house. even if you turn out all the electrics before bed, it'll be too late. she's inside. and you'll wake up on the night and see her, and she'll be so awful to see it'll stop your heart."

[editor's note: the streetlights always flickered. this was because our neighbour monkey george kept setting the junction boxes on fire]

"I never did before and she never followed me home!"

"do you come down the alley after dark? or do you take the main road with the streetlights?" I knew she didn't use the shortcut, because I'd been the one to talk her into it that night. she was three years younger than me and scared of the dark.

C claims not to believe me, but she throws a chip over the fence too, and walks the rest of the way looking over her shoulder. I get to pride myself for the night on being good at scary stories, and don't think much more about it.

fast forward six or seven years. I'm back in town. I'm on my way back from the chip shop, taking the same shortcut home. ahead of me on the road are a couple of kids I vaguely recognise as old playmates' younger siblings.

they stop, and I watch one fish out three sweeties from the pack they're sharing. they take one each and throw them over the fence. they carry on walking.

I realise that this is probably my fault, as are any resulting pest control issues around the old electricity shack.

when I get to the fence, I throw a chip over.

elodieunderglass
letsmeetinourdreams

“Some years ago, I was stuck on a crosstown bus in New York City during rush hour. Traffic was barely moving. The bus was filled with cold, tired people who were deeply irritated—with one another; with the rainy, sleety weather; with the world itself. Two men barked at each other about a shove that might or might not have been intentional. A pregnant woman got on, and nobody offered her a seat. Rage was in the air; no mercy would be found here.

But as the bus approached Seventh Avenue, the driver got on the intercom. “Folks,” he said, “I know you’ve had a rough day and you’re frustrated. I can’t do anything about the weather or traffic, but here’s what I can do. As each one of you gets off the bus, I will reach out my hand to you. As you walk by, drop your troubles into the palm of my hand, okay? Don’t take your problems home to your families tonight—just leave ‘em with me. My route goes right by the Hudson River, and when I drive by there later, I’ll open the window and throw your troubles in the water. Sound good?”

It was as if a spell had lifted. Everyone burst out laughing. Faces gleamed with surprised delight. People who’d been pretending for the past hour not to notice each other’s existence were suddenly grinning at each other like, is this guy serious?

Oh, he was serious.

At the next stop—just as promised—the driver reached out his hand, palm up, and waited. One by one, all the exiting commuters placed their hand just above his and mimed the gesture of dropping something into his palm. Some people laughed as they did this, some teared up—but everyone did it. The driver repeated the same lovely ritual at the next stop, too. And the next. All the way to the river.

We live in a hard world, my friends. Sometimes it’s extra difficult to be a human being. Sometimes you have a bad day. Sometimes you have a bad day that lasts for several years. You struggle and fail. You lose jobs, money, friends, faith, and love. You witness horrible events unfolding in the news, and you become fearful and withdrawn. There are times when everything seems cloaked in darkness. You long for the light but don’t know where to find it.

But what if you are the light? What if you’re the very agent of illumination that a dark situation begs for?

That’s what this bus driver taught me—that anyone can be the light, at any moment. This guy wasn’t some big power player. He wasn’t a spiritual leader. He wasn’t some media-savvy “influencer.” He was a bus driver—one of society’s most invisible workers. But he possessed real power, and he used it beautifully for our benefit.

When life feels especially grim, or when I feel particularly powerless in the face of the world’s troubles, I think of this man and ask myself, What can I do, right now, to be the light? Of course, I can’t personally end all wars, or solve global warming, or transform vexing people into entirely different creatures. I definitely can’t control traffic. But I do have some influence on everyone I brush up against, even if we never speak or learn each other’s name. How we behave matters because within human society everything is contagious—sadness and anger, yes, but also patience and generosity. Which means we all have more influence than we realize.

No matter who you are, or where you are, or how mundane or tough your situation may seem, I believe you can illuminate your world. In fact, I believe this is the only way the world will ever be illuminated—one bright act of grace at a time, all the way to the river.“

–Elizabeth Gilbert

pers-books

I think it’s time this got another airing.