LEARN A NEW WORD: 'Never Events'

You've probably heard stories over the years of some crazy, unbelievable, and even egregious mistakes made by medical professionals from time to time - things like operating on the 'wrong' body part, leaving a piece of surgical equipment inside the patient, or administering an incorrect medication or dosage that results in really, really bad outcomes. These kinds of mistakes happen, hopefully not too much, but they do, and health care providers have, over time, implemented structural and process changes to try and keep them from re-occurring.

So while you have probably heard about these kinds of mistakes, what you may not know is that in the medical field these kind of mistakes have a definitional term. They are called 'Never events' - "Adverse events that that are serious, largely preventable, and of concern to both the public and health care providers for the purpose of public accountability".

Naming and categorizing these events into the 'never events' bucket has helped health care providers better understand the problems, as well as devise interventions to (hopefully), prevent them from happening in the future. Said differently, once a 'never event' is detected, a different, more rigorous, and more repeatable set of protocols kick in. 

I confess to have never, (no pun intended), heard of the term 'never events' until I read this piece from Slate that is advocating for local law enforcement agencies to adopt the 'never event' approach to solving some of their most challenging problems. And while I don't know anything about law enforcement, or health care, ( or much of anything else really), I kind of like the notion of adapting the approach that the medical field is taking towards these preventable events to other fields.

Would having a list of 'never events' in your business processes, or perhaps stated as the list of behaviors that are so egregious that they simply will not be tolerated, be of benefit beyond literal 'life and death' professions like health care and law enforcement?

I think it would be an interesting exercise to determine what some of the 'never events' might be in any context, if only to think about ways to create structure/environment and design processes to ensure these never events either don't happen at all, or at least can be reduced significantly. Even in an individual, personal context, this might have value.

I will start.

One of my 'never events' could be to have an unreturned or unacknowledged business email with 24hrs of receipt, (I know I am already in trouble).

How might I change my structure and process to ensure this 'never event' does not occur?

I could put on a permanent email auto-responder stating my commitment to answer within 24hrs, setting a clear expectation for myself and the email sender. I also could block times on my calendar each day to dedicate to processing email. And finally, if it gets really bad, I could hire an assistant to triage my email, respond on my behalf as needed, and only forward to me the most important emails, the ones that truly require rapid response.

I am going to think about those things this week. I encourage you to think about your own 'never events' too - in your business, your HR department, and even personally. 

Some things should never, ever happen. Until we recognize which ones, it is hard to stop them from happening again and again.

Learn a new word: The Grey Swan Event

For some fun for a snowy Friday, (at least in my part of the world), let's have another installment of the often imitated but never duplicated 'Learn a new word' series, wherein I share the definition and give a couple of examples of a word, phrase, or concept I never knew before recently.

You likely have heard of the term 'Black Swan', an event or occurrence, (sometimes even a person of rare talent), that is unpredictable, (really NOT predictable), is incredibly unique, happens infrequently, and often has significant consequences. Some examples of 'Black Swans' could be a disruptive new invention, like the internet, a global conflict like World War I, or a business or economic event that could not be predicted like the financial crisis of 2007 and 2008. 

Black Swans are so rare, so unpredictable, and so unique that generally speaking it is a waste of time, energy, and resources to try and predict them or forecast or plan for them.

But not all unusual or unanticipated events are true Black Swans. Some of these, at least in theory, could be foreseen or at least imagined. These kinds of events are today's Learn a new word', these are the 'Grey Swans'. The Grey Swan is an unlikely, but impactful event that generally lies outside the base case for business planning but can, if you have just a little bit of ability to think laterally, be envisaged.

The chart on the right created by Nomura Securities shows a few of these Grey Swan possibilities from the world of global economics and finance. Some seem kind of crazy, and some, maybe not so much out ot the realm of potential economic events.

When Nomura put together these possible Grey Swan events, they were purposefully seeking to identify, and more importantly try and plan for, events that are not being generally discussed, remain under the radar, but if they did occur would have significant, and potentially negative consequences for the bank's business.

The lesson for the rest of us as we wind down 2016 and think about our plans for next year?

Maybe build in a few Grey Swans of your own into your scenario planning for 2017. Maybe the CEO AND the COO might both resign in the first quarter. Maybe the new administration will dramatically reduce the availability of foreign worker visas, or maybe Amazon will decide to get into your business, and disrupt the heck out of everything you do.

Who knows? That's why these kinds of events are called Grey Swans.

Sure, they probably won't happen. But if one does, it sure will be good to be the guy or gal who saw it coming.

Have a great weekend!

Learn a new word: The Feature Factory

Quick shout-out to John Cutler writing at the Hackernoon site for this outstanding piece (and the source for today's 'Learn a new word' submission - The Feature Factory.

What is a 'Feature Factory' in the context of a software development function?'

From the piece on Hackernoon, '12 Signs You're Working in a Feature Factory' to get an idea -

I’ve used the term Feature Factory at a couple conference talks over the past two years. I started using the term when a software developer friend complained that he was “just sitting in the factory, cranking out features, and sending them down the line.”

How do you know if you’re working in a feature factory? (SMB Note: there are 12 signs in the post, I am just going to grab two of them here, but you really should read the entire piece)

3. 'Success theater' around "shipping", with little discussion about impact. You can tell a great deal about an organizations by what it celebrates.

7. Obsessing about prioritization. Mismatch between prioritization rigor (deciding what gets worked on) and validation rigor (deciding if it was, in fact, the right thing to work on). Prioritization rigor is designed exclusively to temper internal agendas so that people “feel confident”. Lots of work goes into determining which ideas to work on, leaving little leeway for adjustments and improvisation based on data. Roadmaps show a list of features, not areas of focus and/or outcomes 

Really, really good stuff for project managers and development teams to think about.

Why should this matter for readers of Steve's HR Tech?

I can think of two reasons straight up.

One, it is worthwhile to think about your current and potentially future providers of HR technology solutions in this context. Does your provider talk about their product roadmap for the next year or two in the same way you run down your holiday shopping or grocery list? Do they talk about the future as simply the container in which they will 'ship' more features and gadgets? Or do they discuss their plans and directions using your challenges and your desired outcomes as the context in which they are organizing and planning to deliver new solutions? I know I have written about this before, but it is worth repeating - almost any provider can build the capability you need if they think they have to. What is much more important for your long term success with a tech provider is if yours and their visions of the future are in alignment, and the methods, pace, and you feel confident in the manner in which you will both grow and evolve to be better prepared to succeed in that future. That is what is really important. Not just "shipping."

And the other reason that this idea of the 'Feature factory' is important? Because in late 2016 it is pretty likely that all but the very smallest organizations have in-house IT and development teams themselves, and these teams are comprised of folks that both do not want to work in an environment that could be described as a feature factory, and at the same time have lots of career options that don't include your organization. As HR leaders, it is probably worthwhile from time to time to check in with some of your really important, hard to find, and harder to replace tech talent types and see how they really think and feel about the organization's development climate. If you are treating these talented and in-demand folks too much like cogs in the machine, chances are they won't want to stay in that machine for too long. They will see your shop as a skills and resume builder stepping stone to somewhere more interesting, more fun, and more challenging.

Ok, that's it from me. Tip your servers.

Have a great weekend!

Learn a new word; Word of the year finalists, ranked

Earlier this week the good folks over at Oxford Dictionaries released their pick for 'Word of the Year' for 2016, and they went with 'post-truth', an adjective defined as ‘relating to or denoting circumstances in which objective facts are less influential in shaping public opinion than appeals to emotion and personal belief."

Seems like a fitting choice for the current social and political climate, where it seems that how you say something has become more important that what you are actually saying. You can read more about 'post-truth' and the reasons why Oxford tapped it as the 'Word of the Year' over at their site.

There were nine other words that qualified as finalists for Oxford's Word of the Year for 2016 and taken together they paint a picture of a not-so-great year overall. 

But as Fitzgerald suggested many years back, we beat on, boats against the current and all that...

So let's end the week with some fun, and rank the Oxford Word of the Year finalists, and crown our own Word of the Year.

As a reminder, these rankings are unscientific, unresearched, subjective, and 100% accurate.

Here goes:

Here are the Oxford Dictionaries Word of the Year shortlist choices, definitions, and my revised rankings:

10. alt-right, n. (in the US) an ideological grouping associated with extreme conservative or reactionary viewpoints, characterized by a rejection of mainstream politics and by the use of online media to disseminate deliberately controversial content. Find out more about the word's rise.

9. Brexiteer, n. British informal a person who is in favour of the United Kingdom withdrawing from the European Union.

8. post-truth, adj. relating to or denoting circumstances in which objective facts are less influential in shaping public opinion than appeals to emotion and personal belief 

7. glass cliff,  n. used with reference to a situation in which a woman or member of a minority group ascends to a leadership position in challenging circumstances where the risk of failure is high.

6. Latinx, n. (plural Latinxs or same) and adj. a person of Latin American origin or descent (used as a gender-neutral or non-binary alternative to Latino or Latina); relating to people of Latin American origin or descent (used as a gender-neutral or non-binary alternative to Latino or Latina).

5. hygge, n. [mass noun] a quality of cosiness and comfortable conviviality that engenders a feeling of contentment or well-being (regarded as a defining characteristic of Danish culture):

4. woke, adj. (woker, wokest) US informal alert to injustice in society, especially racism.

3. chatbot, n. a computer program designed to simulate conversation with human users, especially over the Internet.

2. adulting, n. [mass noun] informal the practice of behaving in a way characteristic of a responsible adult,especially the accomplishment of mundane but necessary tasks.

1. coulrophobia, n. [mass noun] rare extreme or irrational fear of clowns.

I have always been a little leery of clowns.

Of course, you can disagree with these rankings, but as it turns out, you would be wrong.

That's it from me - have a great weekend!

Learn a new word: The Illusion of Truth

Repeating something over and over and over again doesn't make it the truth.

That seems like a pretty easy statement to understand, and with which to agree. I mean we all get that right? It doesn't matter what the statement is, or who is saying it again and again, the act of repeating it so many times doesn't impact the fundamental nature of truth.  I think we all learned that back in grade school.

But here's the tricky part, even though we know, or think we know that repeating something doesn't make it the truth, or at least closer to the truth, we often are easily deceived.

And that brings us to today's 'Learn a new word' submission, especially interesting and relevant with Election Day in the USA bearing down upon us in then next week or so.

Today's word is 'The Illusion of Truth'. Definition from our pals at Wikipedia:

The illusory truth effect (also known as the truth effect or the illusion-of-truth effect) is the tendency to believe information to be correct after repeated exposure. This phenomenon was first discovered in 1977 at Villanova University and Temple University.

This illusion of truth effect, which has been known for a while, was recently repeated in a study titled 'Knowledge does not protect against illusory truth' published in 2015 in the Journal of Experimental Psychology.

In that study,  40 participants were asked to rate how true a statement was on a six-point scale, and in the second, a different set of 40 participants were asked to simply state whether a statement was true or false. In both cases, repetition made the statement more likely to be categorized as true. This was the case even for statements that contradict well-known facts, such as, “Barcelona is the capital of Spain,” (when in fact, Madrid is Spain's capital).

Why were the participants in the study, and the rest of us too, more prone to believe a statement was true if we had heard it repeated over and over? According to the researchers, it is because trying to figure out whether new information is true is kind of hard, and requires more brain processing power than just simply accepting it.

From the above mentioned study's summary:

Research on the illusory truth effect demonstrates that repeated statements are easier to process, and subsequently perceived to be more truthful, than new statements. Contrary to prior suppositions, illusory truth effects occurred even when participants knew better. Participants demonstrated knowledge neglect, or the failure to rely on stored knowledge, in the face of fluent processing experiences.

And this from the conclusion:

Inferring truth from fluency often proves to be an accurate and cognitively inexpensive strategy, making it reasonable that people sometimes apply this heuristic without searching for knowledge. 

Thinking about things is hard.  It takes energy. Even doing simple fact-checking might be a bridge too far in many situations. But 'going along' with something largely because we have heard it many times before is always easier, and often makes sense and is a sound and harmless strategy.

Except when it's not.

So that's the trick then. To know when to trust the process if you will and when to do your own research and make your own conclusions. Gosh, that sounds like work.

But be aware that we all are more susceptible to the illusion of truth effect than we may think.

Happy Halloween!