In 2018, I discovered that in spite of considering myself a diversity and inclusion evangelist, the books I read were mostly written by white, anglophone, American, and heterosexual men. I was appalled at the homogeneity of the voices to whom I was paying attention. Decided to do something, I began to record not only if I liked a book, but categories such as the gender and ethnicity of the authors, where they were born or their religion.
As a result, in 2019 I read 40 books written by a much broader range of voices. The experience was so energizing, that a year ago I launched the #CuriousMindsDiversePeople2020 challenge [source]. The aim of the challenge was to serve as a quarterly accountability check for the diversity of the voices participants heard in 2020. Subscribers to the email list received quarterly emails reminding them to check the diversity of what and whom they were reading, listening, and watching and sharing with them the list of books I’d read in the previous three months.
Figure adapted by Patricia Gestoso from this image by Gerd Altmann from Pixabay .
(7 min read)
Imagine you go into a one-week change management training with the expectation is that when you are back to work you’ll reassure everybody that there is no need to change. How does that sound?
Actually, this is what’s happening right now. We’ve been in a change management boot camp for 3 months now, at the cost of $2-4 trillion US$ (UNCTAD, Asian Development Bank), but most leaders keep using sentences such as “back to normal” and “resume”, or simply they have gone hiding. Do they really believe we can all go backwards in time to 31 December 2019? Are they lacking the creativity and energy to be the catalyst for a different future miles away from their vision four months ago? Or are they simply patronizing their citizens and employees by thinking that if they keep insisting on going forward to the past, we’ll all close our eyes to our individual and collective experiences during this crisis?
Last week, I asked a colleague how her recent transition to remote working was going on. Was her internet and VPN working ok? Did she get access to the docking station, screen, and mouse from the office? Was she proactively taking breaks?
Her answers reassured me: Yes, yes, and yes.
She also told me that after finishing her work at 6.00 pm she rushed to the supermarket to only find broccoli and Brussels sprouts. We made fun about how some people rather starve than eat certain food. It also made me realize that I’ve failed as a leader.
The scarcity trap
The picture that accompanies this post it’s how the supermarkets looked like where I live a week ago. It’s how they looked all this week too. And this weekend as well. Me too, I’ve felt the pain and stress of visiting 3, 4, 5 supermarkets to gather the basic food and toiletries I needed.
Interacting with tech products that reject me as a user or provide a subpar experience elicits two very different responses in me.
As a Head of Customer Service with 25+ years’ experience in scientific and engineering software, I’m well aware of the constraints imposed by a finite R&D team and an ever-growing list of customer enhancement requests and bugs to fix. It’s teams like mine that build those lists and provide feedback to the product team on their prioritization. Which features and fixes make it into code depends on a multitude of factors: the difficulty to implement them, their alignment with the vision for the product, and their potential impact on the user experience and expectations. This last criterion is assessed using fictional user personas created by the product team as a representation of the ideal customer. The closer the requester of the feature is to one of the user personas, the higher the chances of implementation into the product. However, if the issue is considered an edge case – not representative of a substantial customer base – then it will mostly get rejected or postponed indefinitely. Every new feature and fix must demonstrate its ROI.
As a woman that cumulates several out-group identities – e.g. non-native English speaker, poor vision – I’m used to the frustrating feedback that my mediocre user experience is deceptively cataloged as an edge case. Why deceptively? The average tech Continue reading →
The term empathy has been steadily gaining visibility for years. It’s not a hunch; as per Google Trends, its popularity has doubled in the last 10 years. This shift can be explained by empathy expanding from the personal sphere (partner, family, friendship) to the business arena (emotional intelligence, management, customer service, HR, diversity and inclusion). What’s more, empathy appears to be the cure-all for any human interaction mismatch (and for machines too: if only they would have empathy…).
But, is this based on hard evidence or wishful thinking?
I believe that betting on empathy is unlikely to make the positive change in human relationship we are looking for. Continue reading →
The typewriter, internet, closed captioning, text-to-speech, eye gaze.
All those inventions have in common a widespread application and impact. They were also originally created to overcome a limitation imposed by a disability. And there are a lot more, as this article points out.
Surprised? I was. Stereotypes do narrow our thinking.
I was not planning to like Moment of Lift (source) by Melinda Gates. Although I was tempted to read it, I always bailed out at the last minute because somehow I thought it would be some kind of 101 Wishful Thinking for Women. When the World Economic Forum Book Club (source) chose it as a May read, I thought it may be a signal. It was.
I love the Masters of Scale podcast, hosted by Reid Hoffman, co-founder of LinkedIn and investor at Greylock. What’s not to like about a podcast about innovative business models, that is fun and committed to a 50-50 gender balance for guests? Continue reading →
In my first LinkedIn article, I share 5 key factors to the success of the customer support team I lead. Predictably, diversity of workforce and perspectives is crucial to delivering exceptional customer service. Continue reading →
A structure like a seat over a hole where you get rid of waste from your body.
A room in a house or public building that contains a toilet.
Early this month I attended TEDxLondonWomen. As per the director and curator of the event – Maryam Pasha – it was 8 years in the making. The stimulating array of speakers showed a labor of love, commitment, and resilience.
I went to the event to keep up with the state-of-the-art in women’s issues and to network. I did a lot of the first (more at the end of this post), less of the second.
Remember last time you were faced with strong winds against you whilst cycling or walking? Probably yes. And tailwinds, i.e. winds that helped you to progress faster? Probably not.
In their scientific articleThe headwinds/tailwinds asymmetry: An availability bias in assessments of barriers and blessings, Shai Davidai and Thomas Gilovich used headwinds and tailwinds as a metaphor to explain our perception of advantages and disadvantages that we face. Continue reading →