I’ve got my head buried in texts for finals and i realized how valuable one of my pieces would be for many technology creators, HCI folks and the like so i thought that i’d share it:

Grint, Keith & Woolgar, Steve. 1997. Configuring the user: inventing new technologies. In Grint & Woolgar, The machine at work: technology, work, and organization (pp. 65-94). Cambridge, UK: Polity Press.

This article addresses how technologists configure the user. In other words, what expectations do creators build into the technology and what are the implications when the users do not view the technology from the same perspective. It’s a great article, teasing out why you can’t expect users to do what you want them to, and why you shouldn’t.

Technologists should *listen* to what their users are doing, not try to educate them to do what they want them to do when they give them feedback. When users are having difficulty doing something, it’s not because they don’t get it, it’s because they read the technology in a different way than intended. Given feedback, the responsibility of a technologist is to try to see why this misperception occurred and try to fix the technology to shift behavior. Simply telling them that they’re wrong won’t do much good.