Information overload and failure filter are false problems

The concept of information overload has received a lot of debate, and I completely agree with Clay Shirky that it’s actually ‘filter failure’ which is causing our current obsession with the problems of keeping up with the influx of content which is published and digitally accessible at a far greater rate than any time in human history.

But I think we’ve all been missing the real problem.

The current situation may be detrimental to our thought processes as some have argued, but that situation won’t last. Not only will technology filters improve, but humans are a pretty adaptable species, and the current supposedly harmful adaptions to accomodate skimming and processing lots of data. And I’m not even sure that information paralysis is the real problem, as we can cut down those inputs if we need to – even just by closing a feed reader or Twitter client, or by turning off the PC or TV.

I’m actually more concerned with a problem which has been affecting me to some extent.

‘Opportunity Overload’

WTF is Opportunity Overload?

As a personal example, I recently bought three books which will hopefully help me to make some changes in my lifestyle, and they nicely represent how we traditionally got the information to make changes and create new opportunities.

Buy a book, take a course, hire a professional, these were the ways to make changes and solve problems for the last few hundred years, even if actually the choices we made were the result of our subsconscious decisions and social proof. As a  homeowner, I’d limit the amount of DIY to the amount of information I’d been able to get – and if I wasn’t sufficiently educated, I’d just get a professional in to solve the problem (assuming I had the money available – if not, I’d ignore it and hope it went away).

That’s all changed.

Now I can find videos on plumbing on Youtube, or tips on cutting floor tiles on a blog. Or find better ways to run my businesses. Or learn to programme. Or how to cure the brown spot on my apple trees and improve the vegetable patch.

With internet access, I’m able to access all of these opportunities. To publish my own blog, to record my own music, to shoot my own videos.

Except there are only a finite amount of hours in the day, to be split with sleeping and spending time with my family.

And that’s the real cause of stress – it’s not about the amount of information coming in. It’s about the opportunity overload that information and digital enablement creates, and that I can’t hope to fulfill in the time available. I no longer have the excuse that I’m not a mechanic, plasterer or plumber when I know how much help is available online – and doing it myself theoretically means the cost issue is far less of a reason to avoid doing it.

It means the skills to prioritise tasks is going to be more essential than ever. And so is the ability to accept that not all things will be achievable, and to be able to let go of those opportunities and tasks which I’ll never value quite enough to get around to – even if I’d quite like to be able to say that I’d done it.

And that’s going to be tricky – human nature is ambitious and aspirational. There’s a very, very tiny part of me that still finds it a little hard to accept I’m unlikely to be a professional motorcycle racer, play football for Chelsea, or become a rockstar, even though 99.9% of me has changed to following aspirations to grow my business, support my family, and ride motorcycles and play guitar purely for enjoyment.

So how do we all deal with the knowledge that if we only had enough time, we could Google the way to achieve pretty much any task, but it’s only our human frailty and need for sleep/family/food/friends that are stopping us?

That’s why I feel Information Overload ain’t the problem – Opportunity Overload is.


Drive online website registrations by tackling stress and panic

They may or may not be beneficial to your health, but stress and panic can be two of the biggest motivators around – particularly with a deadline looming. So why don’t more companies look at how they can answer these problems? As Seth Godin posted a while back, “That thing you’re marketing… Does it add to stress or take it away?”

It seems that there would be a huge marketing advantage in reducing stress and panic across every industry, but some would find it could be their biggest advantage over their competitors, particularly when it comes to markets like insurance or finance.

A great case in point is insurance. I recently needed the insurance documents for my car, which appear to have gone missing when I moved house. And I needed them fast.

So I rang my car insurers at Direct Line. By post the documents take days to arrive. And despite the fact I was personally authorising (and almost begging) them to fax me a copy, it’s against their company policy. (It might be against Data Protection rules etc, but the stated reason was company policy). So their company policy is effectively to ignore the fact a customer is asking them to fax a copy of documents showing details of that customer.

So the next step was to take a look online. Hidden on the Direct Line homepage is an option for existing customers to log in and access and service policies. Which could theoretically solve my problem.

Looking good, isn’t it?

Nope.

Because to register and use this function, I need to include an ‘Online Customer Code’. Which has to be requested and then sent, via post! And to request an online customer code, I need to use my policy number. Which wasn’t in the same location as my computer.

So despite the fact I’ve been a customer for years, and the myriad methods of communication available, I’m still relying on someone printing a certificate, putting it in an envelope, and sending it to me days after I actually needed it.

The solution?
There are lots of methods available, and I’m not a Data Protection expert. But why couldn’t I specify an email address when I first apply for insurance, and have a PDF copy of my insurance certificate emailed to me? I’m far less likely to misplace my laptop/email account than a piece of paper?

Or why not automatically register me for the online service when I set up my insurance? That way, the confirmation would be sent with my certificate (or separately around the same time), and it might prompt me to log in, set a memorable password, and then be able to access it when I really need it?

Either method, or a suitable alternative, would have seen Direct Line get a valid email address to contact me with – rather than having to post endless direct mailings to try and get my home insurance with them (It’s actually already with them, under my partner’s name!), or to take out a loan.

It would have also meant I wouldn’t have rushed around in a panic, turned the house upside down, and now have the stress and panic prompting me to think about changing my insurance company when my policy comes up for renewal. Which is actually just a couple of months away!
And I’d be busy recommending a company that had reduced my stress, rather than made me waste my time on the phone and online to find out my simple problem wouldn’t be solved.

Avoidance:
So to avoid similar feelings towards your company, ignore technology, silos, separate teams etc. And just get together at the start of the consumer/user process and think about what it is that the person will want and need, and also why they might need these things in a hurry at some point. Then just work out if there’s a way to pre-empt these problems without running into legal or Data Protection problems. If so, use it. If not, then make it clear that there is a legal reason for the stress, rather than simply ‘company policy’. Unless your ‘company policy’ is to piss off your consumers.

N:B I fully intended to give Direct Line a right to reply, but it appears you can only contact them via the postal service, or by paying the cost of phoning an 0845 number.

Information overload…

Stress is one of the big factors in working and living in the 21st century.

So why have we started using the internet to increase our stress, rather than using it to make life easier?

I took a day off from the internet last week. It was a conscious decision to take a break and rest, and I ended the day feeling reinvigorated, and with some interesting ideas and topics to discuss here.

So why has it taken five days since then to post on the blog?

Net Stress.

Obviously before I could do anything I needed to check Facebook and my email for new messages. Then I needed to update Twitter. And catch up on the popular blogs via RSS. And then I remembered I’d started a Shelfari profile and hadn’t filled it in. And then there were more Facebook messages. And some people IM’d me on MSN. And then there were more emails.

And just the same as taking a holiday from the day job, spending 24 hours away from the next has left me more stressed than before I took a rest. And it’s all self-inflicted.

Should I be worried about internet addiction?