How to stop delivering information,
and start delivering explanations.
[Part 1 in a series.]
Tracy Allison Altman, PhD
Ugly Research
October 2009
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Why does this matter?
• Explaining is essential. All of us depend
on good explanations.
• It’s too hard to separate explanations
from routine information.
• Correct this with the right combination of:
Management strategy
Software design
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Information vs. Explanation
Information Explanation
• Facts. • Describes facts, and
• Emphasis on who, their consequences.
what, where, when. • Emphasis on how/why.
• Supports action. • Supports planning &
analysis. Links action
with results.
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What’s an ‘explanation’?
‘Explaining’ means:
• Linking cause & effect.
• Making relationships evident.
• Providing a why/how.*
• A good explanation should show us:
- What things are related.
- The supporting evidence.
*www.boardofstudies.nsw.edu.au
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What’s causing the problem?
• Technology has failed to adequately handle an
important type of information: Explanations.
Not enough software to help people explain.
• Expectations aren’t always set: What’s
expected when someone explains?
• No standard way to create an explanation.
• Search engines don’t know what to look for.
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What should technology do?
Software should be designed to:
• Provide better explanatory information,
• Provide a better way to present it, and
• Provide a better way to find it.
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Is this a search problem?
• Yes. And no.
• Explanations aren’t labeled to distinguish
them from other stuff.
• Search engines don’t know what to look for.
Filter failure / information overload are likely.
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Solving the problem: Strategy.
Set ground rules:
• When you’re on the receiving end of an
explanation, what do you expect?
• When you’re the one doing the explaining,
what’s included in your explanation?
Evaluate your processes:
• What are people doing to make this happen?
Is it transparent?
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Solving the problem: Technology.
Think of an explanation as a tangible object.
• Each object should include the pieces and
parts of an acceptable explanation.
• Design software for creating, displaying, and
managing these objects – separating people’s
explanations from routine information.
• Develop tools for searching for explanations.
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A simple example.
• Before: Free-form paragraphs:
• After: Formatted ‘objects’ that clearly
explain cause and effect:
High blood pressure Higher stroke risk
How related: ______________
[More examples at UglyResearch.com/examples.html]
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Next in this series.
Upcoming presentations:
• Part 2: What’s in it for you? Why emphasize
explanations, not just information? [Nov 2]
• Part 3: Software design: Where technology
has failed, and what to do about it. [Nov 9]
It’s time to stop delivering information,
and start delivering explanations.
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Who is Ugly Research?
Management strategy & software design firm.
• Our Tiny Soapbox methodology separates
good explanations from ordinary information.
• Seminars and consulting services.
• @UglyResearch on Twitter
• Tracy Allison Altman can be contacted at
tracy@uglyresearch.com
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