Whale Speak

A Highly Irregular & Opinionated Web Periodical

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What does it mean to be professional?

July 2nd, 2009 · work

When companies don’t know how to act, they choose to be “professional”. It’s assumed that we know both what this means and also that it is the correct way to act.

When I hear this word, the speaker usually means something else. It’s a lazy word, used when the reasons have not been fully thought out. It’s a word that needs to be expanded upon. Often it only means to act seriously, with serious intent. It is not childish, it is not fun. It indicates to others how seriously you take things. Companies that try to be professional without first figuring out what exactly that entails quickly become companies where it is not fun to work.

The idea we have in our heads of professionalism is a group of signals that indicate that someone can be trusted. But like any easily replicated mark, it’s not reliable. It’s just as easy to be taken in by someone in a t-shirt and jeans as someone in a suit.

Trust and reliability are built up over time, there is no shortcut. So think about what you are sacrificing when you try to be professional.

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Primer

March 7th, 2009 · entertainment

Primer is a virtually no-budget movie about a pair of friends who stumble on a technological breakthrough that has some drastic unforeseen consequences. It’s not a film for everyone and from reading online reviews, I can see that it has a strong polarising effect. Personally I loved it and although it’s from 2004, I only discovered it a few months ago and it is my favourite film of the moment.

Primer is hard to follow. The characters speak to each other as friends and engineers, there is no exposition. There are also events which are reported and not depicted. I imagine this was a necessity of budget, but also it’s a narrative device. As the film progresses, scenes seem to be shorter and more chopped up; as the stakes increase, we are told less and less and I felt my sense of frustration grow. But this is a film about things that get out of hand, about people who think they are smart enough to figure things out but ultimately give up. So it makes sense that we as viewers give up as well.

For such a small budget I found the cinematography and acting very strong but I know that this is not a universally held opinion. The negative reviews seem to follow a common thread: I didn’t understand what was going on, therefore this is a bad film. This is an offensive argument to me.

There are plenty of films and books that I haven’t understood and subsequently didn’t enjoy but I would never say that they were bad for that sole reason. This reminds me of the tabloid reaction (year after year) to the Turner prize. It makes no sense to me, therefore it must be worthless to everyone.

One reviewer claimed that anyone who claimed to enjoy or understand the film was lying and trying to avoid appearing stupid. While this is possible (even if it seems to me strangely paranoid) it precludes the possibility that the film is coherent to anyone. How can anyone make such a blanket claim about a film they, by their own admission, do not understand?

So many expect films to entertain, but by “entertain” they seem to mean something that doesn’t in any way require them to think, or to reason, or to question their prejudices. Why do we require only one kind of cinema? Why do we crave escapism to the utter exclusion of all other sensations? For me, this film was great for the very reason that it did engage me, that it asked something more than passive acceptance. This is a rare thing today, something to be encouraged, not vilified.

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Design that helps nobody

February 11th, 2009 · design

The most striking thing about this bench is that the seat is angled towards the ground. To sit here, you have to brace yourself with your feet, which causes strain and discomfort. The seat is also very narrow and has a back that offers very little support.

If I was designing a bench, my main consideration would be providing comfort. From that perspective, this design fails. In fact, it is perverse.

Was the bench designed to prevent loitering? Then why have a bench at all? Was it designed to prevent the homeless from sleeping there? Why?

In trying to solve some particular problem, the design has been mangled so much that it no longer functions well as anything.

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Everything About Your Customer Service Is Wrong

September 16th, 2008 · customer service

It’s the morning of Monday May 19th and it’s been a long weekend. My girlfriend and I are waiting for a train to take us on a six-hour journey back home. We’re coming back from a festival and there are many other people like us waiting on the platform with suitcases and rucksacks. I’ve booked the train even though it’s more expensive than a plane because of a vague concern for the environment. In truth, I have no idea if the difference is substantial.

We don’t know it yet, but about half an hour ago a train was cancelled. And instead of putting on another train, or adding more carriages to an existing service, the train company has unloaded all those passengers onto our train. I’ve reserved tickets for this train about three months in advance, but it no longer matters because you see, in these circumstances, all reservations are cancelled. That’s right. It’s time for a double disappointment: no reservations for the people on the cancelled train and no reservations for us either.

I’m reminded of Seinfeld: you know how to take the reservation, you just don’t know how to hold the reservation.

So how do we find out? We find out from the passengers on our train. Somehow the infrastructure of tannoys and station staff have been rendered ineffective. In fact, this is a lie. I have already assumed that my reservations are cancelled because this is not the first time this has happened to me. (A rough estimate would be that out of 20 reserved rail journeys in the last three years, I have lost my reservation 6 times.)

The train is full when we board. This means standing room only. In fact, there are already people standing in the aisles so I can only get as far as the automatic doorway between carriages. This doorway has been designed to close every ten seconds or so but open again if it encounters an obstacle. Now I know what you’re thinking, that would mean that someone standing there would be struck by the door every ten seconds or so, and standing there for three solid hours would be akin to some kind of water torture.

An old woman tries to get past us on her way to the buffet car. She harasses us for taking up room in the passageway. We’re all in this thing together, but some of us are more in it than others.

Standing outside the toilet is not as bad as it sounds, over the years I’ve grown used to the terrible smell of train carriages. Certainly it’s faeces and urine, maybe vomit; my girlfriend says sauerkraut. I am convinced this is what hell smells like: mediocre, like someone who couldn’t be bothered.

Later, when we manage to get a seat, I head along to the buffet car for a hot drink. I know these places are expensive and I understand the economics behind it: you’re paying in part for convenience. My girlfriend has her own teabags – she doesn’t take caffeine – so I ask the cashier for hot water only. But I can’t have this unless I pay £3 for a full cup of tea. So what else can I do?

In her defence, she lets me have the teabag for nothing.

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Google Chrome launched

September 3rd, 2008 · internet, software

It’s only been a few hours but I love Google Chrome. Right off the bat I noticed a big improvement in speed and stability over the other browsers.

For work, I’m using Firefox because I rely on its web developer extensions, but despite it being in beta I expect I’ll be using Chrome for regular browsing from now on.

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Certainty

August 19th, 2008 · SEO

Here’s the two points that a lot of SEO companies try to make:

1. We have a proven, methodical, scientific system.

2. Search results continually change in an unpredictable way.

These two statements contradict each other. People crave certainty, especially in inherently chaotic areas, and some are quite happy to promise it.

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How to spot an internet scam

August 13th, 2008 · SEO, internet

I feel like the guys in Malcolm Gladwell’s Blink that could just look at a supposedly 3,000 year-old statue and say “fake”. But I’m beginning to see that there are a lot of people still falling for fake promises made by websites.

Here’s a quick test that helps me when I have any doubt: go to Google, type in the url of the website (like internetscam.com for example) and look at the results.

People who claim to be big players can be found out very easily with this method. Not a lot of results? Probably haven’t been around too long.

Are all the results directory listings or otherwise neutral? Are they all ads? They’ve probably done some SEO but still not a definitive result.

The jackpot is really blog and forum results where somebody writes quite clearly “so-and-so is a rip off” or even “so-and-so is legitimate”. Look for real people giving real reviews and unsolicited feedback.

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Chicago from the air

August 8th, 2008 · design

from flickr: caribb

Chicago looks great from the air. Miles of tiny suburbs and then suddenly a short burst of skyscrapers and then Lake Michigan to the horizon.

The building height here is kind of like a Black Swan. The average height is probably just above normal house height, which tells you nothing. It doesn’t describe the suburbs and it leaves you completely unprepared for downtown.

What does this mean? Beware of averages.

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Reasons why Vista is awesome

August 7th, 2008 · software

It feels good to bash Vista. I find myself screaming at it on a near daily basis. But when I use another OS, I find that there are some small things that I miss. I thought it would be interesting to think of as many good things about it as I could. So far I’ve got:

1. toolbar previews on hover

I don’t know if this has a name, but if you have multiple windows open and you hover the mouse over the toolbar, you get a little pop-up preview of that app or web page. At first I thought this was feature bloat but I’ve come to find it useful for checking how something is running while I’m, for example, watching a video.

2. alt tab to desktop

In addition to cycling through windows, you can get to the desktop, minimising all windows. This seems intuitively right, but it’s really a completely different function when you consider it.

3. massive icons

You can get some really big icons in your folders. Good for picture and video previews. I might be alone on this or just getting old, but I love giant icons.

4. partitioning took about 20 seconds

There are a lot of things that require fewer screens, fewer choices and less technical know-how. For example I recently had to partition my hard drive and I settled down for what I imagined would be a fairly long headache. About half a minute and I was done. What? This is a Microsoft product right?

5. er…

Ok I’m done. Anyone else?

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Twitter and keeping in touch

August 1st, 2008 · social apps

from flickr: dbarronoss

from flickr: dbarronoss

I was challenged to try twitter for two weeks. It’s taken me around 24 hours to love it. It’s like the bodysnatchers.

One thing I happened to read a few days ago was someone proclaiming how sad it was that we needed these shallow social apps to keep in touch. Why don’t we just pick up the phone?

Pretty true I thought. But in practice, I’ve found that friendships run deeper when there is some kind of web connecting them. People I don’t see every day, whether online or off, tend to fall off my radar. Not because I don’t like them or because I don’t care but because that’s human nature.

Or maybe I really don’t care. Whichever, I think that it’s better to actively maintain relationships by any means that work than see them dissolve through inadvertent neglect.

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