Category Archives: soapbox

Body and Tech: My Year in Quantified Self

Though I’m a qual, I started quantifying my self a year ago.

Not Even Started Yet

This post is long. You’ve been warned.

This post is about my experience with the Quantified Self (QuantSelf). As such, it may sound quite enthusiastic, as my perspective on my own selfquantification is optimistic. I do have several issues with the Quantified Self notion generally and with the technology associated with selfquantification. Those issues will have to wait until a future blogpost.

While I realize QuantSelf is broader than fitness/wellness/health tracking, my own selfquantification experience focuses on working with my body to improve my health. My future posts on the Quantified Self would probably address the rest more specifically.

You might notice that I frequently link to the DC Rainmaker site, which is a remarkably invaluable source of information and insight about a number of things related to fitness and fitness technology. Honestly, I don’t know how this guy does it. He’s a one-man shop for everything related to sports and fitness gadgets.

Though many QuantSelf devices are already available on the market, very few of them are available in Quebec. On occasion, I think about getting one shipped to someone I know in the US and then manage to pick it up in person, get a friend to bring it to Montreal, or get it reshipped. If there were such a thing as the ideal QuantSelf device, for me, I might do so.

(The title of this post refers to the song Body and Soul, and I perceive something of a broader shift in the mind/body dualism, even leading to post- and transhumanism. But this post is more about my own self.)

Quaint Quant

I can be quite skeptical of quantitative data. Not that quants aren’t adept at telling us very convincing things. But numbers tend to hide many issues, when used improperly. People who are well-versed in quantitative analysis can do fascinating things, leading to genuine insight. But many other people use numbers as a way to “prove” diverse things, sometimes remaining oblivious to methodological and epistemological issues with quantification.

Still, I have been accumulating fairly large amounts of quantitative data about my self. Especially about somatic dimensions of my self.

Started with this a while ago, but it’s really in January 2013 that my Quantified Self ways took prominence in my life.

Start Counting

It all started with the Wahoo Fitness fisica key and soft heartrate strap. Bought those years ago (April 2011), after thinking about it for months (December 2010).

Had tried different exercise/workout/fitness regimens over the years, but kept getting worried about possible negative effects. For instance, some of the exercises I’d try in a gym would quickly send my heart racing to the top of my healthy range. Though, in the past, I had been in a more decent shape than people might have surmised, I was in bad enough shape at that point that it was better for me to exercise caution while exercising.

At least, that’s the summary of what happened which might make sense to a number of people. Though I was severely overweight for most of my life, I had long periods of time during which I was able to run up long flights of stairs without getting out of breath. This has changed in the past several years, along with other health issues. The other health issues are much more draining and they may not be related to weight, but weight is the part on which people tend to focus, because it’s so visible. For instance, doctors who meet me for a few minutes, only once, will spend more time talking about weight than a legitimate health concern I have. It’s easy for me to lose weight, but I wanted to do it in the best possible way. Cavalier attitudes are discouraging.

Habits, Old and New

Something I like about my (in this case not-so-sorry) self is that I can effortlessly train myself into new habits. I’m exactly the opposite of someone who’d get hooked on almost anything. I never smoked or took drugs, so I’ve never had to kick one of those trickiest of habits. But I often stop drinking coffee or alcohol with no issue whatsoever. Case in point: I’m fairly well-known as a coffee geek yet I drank less than two full cups of coffee during the last two months.

Getting new habits is as easy for me as kicking new ones. Not that it’s perfect, of course. I occasionally forget to bring down the lid on the toilet seat. But if I put my mind to something, I can usually undertake it. Willpower, intrinsic motivation, and selfdiscipline are among my strengths.

My health is a significant part of this. What I started a year ago is an exercise and fitness habit that I’ve been able to maintain and might keep up for a while, if I decide to do so.

Part of it is a Pilates-infused yoga habit that I brought to my life last January and which became a daily routine in February or March. As is the case with other things in my life, I was able to add this routine to my life after getting encouragement from experts. In this case, yoga and Pilates instructors. Though it may be less impressive than other things I’ve done, this routine has clearly had a tremendous impact on my life.

Spoiler alert: I also took on a workout schedule with an exercise bike. Biked 2015 miles between January 16, 2013 and January 15, 2014.

But I’m getting ahead of myself.

So Close, Yet So Far

Flashback to March, 2011. Long before I really got into QuantSelf.

At the time, I had the motivation to get back into shape, but I had to find a way to do it safely. The fact that I didn’t have access to a family physician played a part in that.

So I got the Wahoo key, a dongle which allows an iOS device to connect to ANT+ equipment, such as heartrate straps (including the one I bought at the same time as the key). Which means that I was able to track my heartrate during exercise using my iPod touch and iPad (I later got an iPhone).

Used that setup on occasion. Including at the gym. Worked fairly well as a way to keep track of my workouts, but I had some difficulty fitting gym workouts in my schedule. Not only does it take a lot of time to go to a gym (even one connected to my office by a tunnel), but my other health issues made it very difficult to do any kind of exercise for several hours after any meal. In fact, those other health issues made most exercise very unpleasant. I understand the notion of pushing your limits, getting out of your comfort zone. I’m fine with some types of discomfort and I don’t feel the need to prove to anyone that I can push my limits. But the kind of discomfort I’m talking about was more discouraging than anything else. For one thing, I wasn’t feeling anything pleasant at any point during or after exercising.

So, although I had some equipment to keep track of my workouts, I wasn’t working out on that regular a basis.

I know, typical, right? But that’s before I really started in QuantSelf.

Baby Steps

In the meantime (November, 2011), I got a Jawbone UP wristband. First generation.

That device was my first real foray into “Quantified Self”, as it’s normally understood. It allowed me to track my steps and my sleep. Something about this felt good. Turns out that, under normal circumstances, my stepcount can be fairly decent, which is in itself encouraging. And connecting to this type of data had the effect of helping me notice some correlations between my activity and my energy levels. There have been times when I’ve felt like I hadn’t walked much and then noticed that I had been fairly active. And vice-versa. I wasn’t getting into such data that intensely, but I had started accumulating some data on my steps.

Gotta start somewhere.

Sleepwalking

My sleep was more interesting, as I was noticing some difficult nights. An encouraging thing, to me, is that it usually doesn’t take me much time to get to sleep (about 10 minutes, according to the UP). Neat stuff, but not earth-shattering.

Obviously, the UP stopped working. Got refunded, and all, but it was still “a bummer”. My experience with the first generation UP had given me a taste of QuantSelf, but the whole thing was inconclusive.

Feeling Pressure

Fastforward to late December, 2012 and early January, 2013. The holiday break was a very difficult time for me, physically. I was getting all sorts of issues, compounding one another. One of them was a series of intense headaches. I had been getting those on occasion since Summer, 2011. By late 2012, my headaches were becoming more frequent and longer-lasting. On occasion, physicians at walk-in clinics had told me that my headaches probably had to do with blood pressure and they had encouraged me to take my pressure at the pharmacy, once in a while. While my pressure had been normal-to-optimal (110/80) for a large part of my life, it was becoming clear that my blood pressure had increased and was occasionally getting into more dangerous territory. So I eventually decided to buy a bloodpressure monitor.

Which became my first selfquantification method. Since my bloodpressure monitor is a basic no-frills model, it doesn’t sync to anything or send data anywhere. But I started manually tracking my bloodpressure by taking pictures and putting the data in a spreadsheet. Because the monitor often gives me different readings (especially depending on which arm I got them from), I would input lowest and highest readings from each arm in my spreadsheet.

Tensio

My first bloodpressure reading, that first evening (January 3, 2013), was enough of a concern that a nurse at Quebec’s phone health consultation service recommended that I consult with a physician at yet another walk-in clinic. (Can you tell not having a family physician was an issue? I eventually got one, but that’s another post.) Not that it was an emergency, but it was a good idea to take this seriously.

So, on January 4, 2013, I went to meet Dr. Anthony Rizzuto, a general practitioner at a walk-in clinic in my neighbourhood.

Getting Attention

At the clinic, I was diagnosed with hypertension (high bloodpressure). Though that health issue was less troublesome to me than the rest, it got me the attention of that physician who gave me exactly the right kind of support. Thanks to that doctor, a bit of medication, and all sorts of efforts on my part, that issue was soon under control and I’m clearly out of the woods on this one. I’ve documented the whole thing in my previous blogpost. Summary version of that post (it’s in French, after all): more than extrinsic motivation, the right kind of encouragement can make all the difference in the world. (In all honesty, I already had all the intrinsic motivation I needed. No worries there!)

Really, that bloodpressure issue wasn’t that big of a deal. Sure, it got me a bit worried, especially about risks of getting a stroke. But I had been more worried and discouraged by other health issues, so that bloodpressure issue wasn’t the main thing. The fact that hypertension got me medical attention is the best part, though. Some things I was unable to do on my own. I needed encouragement, of course, but I also needed professional advice. More specifically, I felt that I needed a green light. A license to exercise.

Y’know how, in the US especially, “they” keep saying that you should “consult a physician” before doing strenuous exercise? Y’know, the fine print on exercise programs, fitness tools, and the like? Though I don’t live in the US anymore and we don’t have the same litigation culture here, I took that admonition to heart. So I was hesitant to take on a full fitness/training/exercise routine before I could consult with a physician. I didn’t have a family doctor, so it was difficult.

But, a year ago, I got the medical attention I needed. Since we’re not in the US, questions about the possibility to undertake exercise are met with some surprise. Still, I was able to get “approval” on doing more exercise. In fact, exercise was part of a solution to the hypertension issue which had brought this (minimal level of) medical attention to my case.

So I got exactly what I needed. A nod from a licensed medical practitioner. “Go ahead.”

Weight, Weight! Don’t Tell Me![1]

Something I got soon after visiting the clinic was a scale. More specifically, I got a Conair WW54C Weight Watchers Body Analysis Digital Precision Scale. I would weigh myself everyday (more than once a day, in fact) and write down the measures for total weight, body water percentage, and body fat percentage. As with the bloodpressure monitor, I was doing this by hand, since my scale wasn’t connected in any way to another device or to a network.

Weighing My Options

I eventually bought a second scale, a Starfrit iFit. That one is even more basic than the Weight Watchers scale, as it doesn’t do any “body analysis” beyond weight. But having two scales makes me much more confident about the readings I get. For reasons I don’t fully understand, I keep getting significant discrepancies in my readings. On a given scale, I would weigh myself three times and keep the average. The delta between the highest and lowest readings on that same scale would often be 200g or half a pound. The delta between the two scales can be as much as 500g or over one pound. Unfortunately, these discrepancies aren’t regular: it’s not that one scale is offset from the other by a certain amount. One day, the Weight Watchers has the highest readings and the Starfrit has the highest readings. I try to position myself the same way on each scale every time and I think both of them are on as flat a surface as I can get. But I keep getting different readings. I was writing down averages from both scales in my spreadsheet. As I often weighed myself more than once a day and would get a total of six readings every time, that was a significant amount of time spent on getting the most basic of data.

Food for Thought

At the same time, I started tracking my calories intake. I had done so in the past, including with the USDA National Nutrient Database on PalmOS devices (along with the Eat Watch app from the Hacker’s Diet). Things have improved quite a bit since that time. Not that tracking calories has become effortless, far from it. It’s still a chore, an ordeal, a pain in the neck, and possibly a relatively bad idea. Still, it’s now easier to input food items in a database which provides extensive nutritional data on most items. Because these databases are partly crowdsourced, it’s possible to add values for items which are specific to Canada, for instance. It’s also become easier to get nutritional values for diverse items online, including meals at restaurant chains. Though I don’t tend to eat at chain restaurants, tracking my calories encouraged me to do so, however insidiously.

But I digress.

Nutritional data also became part of my QuantSelf spreadsheet. Along with data from my bloodpressure monitor and body composition scale, I would copy nutritional values (protein, fat, sodium, carbohydrates…) from a database. At one point, I even started calculating my estimated and actual weightloss in that spreadsheet. Before doing so, I needed to know my calories expenditure.

Zipping

One of the first things I got besides the bloodpressure monitor and scale(s) was a fitbit Zip. Two months earlier (November, 2012), I had bought a fitbit One. But I lost it. The Zip was less expensive and, though it lacks some of the One’s features (tracking elevation, for instance), it was good enough for my needs at the time.

In fact, I prefer the Zip over the One, mostly because it uses a coin battery, so it doesn’t need to be recharged. I’ve been carrying it for a year and my fitbit profile has some useful data about my activity. Sure, it’s just a “glorified pedometer”. But the glorification is welcomed, as regular synchronization over Bluetooth is very useful a feature. My Zip isn’t a big deal, for me. It’s as much of a part of my life as my glasses, though I wear it more often (including during my sleep, though it doesn’t track sleep data).

Stepping UP

I also bought a new Jawbone UP. Yep, despite issues I had with the first generation one. Unfortunately, the UP isn’t really that much more reliable now than it was at the time. But they keep replacing it. A couple or weeks ago, my UP stopped working and I got a replacement. I think it’s the fifth one.

Despite its unreliability, I really like the UP for its sleeptracking and “gentle waking” features. If it hadn’t been for the UP, I probably wouldn’t have realized the importance of sleep as deeply as I have. In other words, the encouragement to sleep more is something I didn’t realize I needed. Plus, it’s really neat to wake up to a gentle buzz, at an appropriate point in my sleep cycle. I probably wouldn’t have gotten the UP just for this, but it’s something I miss every time my UP stops working. And there’s been several of those times.

My favourite among UP’s features is one they added, through firmware, after a while (though it might have been in the current UP from the start). It’s the ability to take “smart naps”. Meaning that I can set an alarm to wake me up after a certain time or after I’ve slept a certain amount of time. The way I set it up, I can take a 20 minute nap and I’ll be awaken by the UP after a maximum of 35 minutes. Without this alarm, I’d oversleep and likely feel more messed up after the nap than before. The alarm is also reassuring in that it makes the nap fit neatly my schedule. I don’t nap everyday, but naps are one of these underrated things I feel could be discussed more. Especially when it comes to heavy work sessions such as writing reports or grading papers. My life might shift radically in the near future and it’s quite possible that naps will be erased from my workweek indefinitely. But chances are that my workweek will also become much more manageable once I stop freelancing.

The UP also notifies me when I’ve been inactive for a certain duration (say, 45 minutes). It only does so a few times a month, on average, because I don’t tend to be that inactive. Exceptions are during long stretches of writing, so it’s a useful reminder to take a break. In fact, the UP just buzzed while I was writing this post so I should go and do my routine.

(It’s fun to write on my iPad while working out. Although, I tend to remain in the aerobic/endurance or even in the fitness/fatburning zone. I should still reach mile 2100 during this workout.)

Contrary to the fitbit Zip, the UP does require a charge on a regular basis. In fact, it seems that the battery is a large part of the reliability issue. So, after a while, I got into the habit of plugging my UP to the wall during my daily yoga/Pilates routine. My routine usually takes over half an hour and the UP is usually charged after 20 minutes.

Back UP

It may seem strange to have two activity trackers with complete feature overlap (there’s nothing the fitbit Zip does that the Jawbone UP doesn’t do). I probably wouldn’t have planned it this way, had I been able to get a Jawbone UP right at first. If I were to do it now, I might get a different device from either fitbit or Jawbone (the Nike+ FuelBand is offputting, to me).

I do find it useful to have two activity trackers. For one thing, the UP is unreliable enough that the Zip is useful as a backup. The Zip also stopped working once, so there’s been six periods of time during the past year during which I only had one fitness tracker. Having two trackers means that there’s no hiatus in my tracking, which has a significant impact in the routine aspect of selfquantification. Chances are slim that I would have completely given up on QuantSelf during such a hiatus. But I would probably have been less encouraged by selfquantification had I been forced to depend on one device.

Having two devices also helps me get a more accurate picture of my activities. Though the Zip and UP allegedly track the same steps, there’s usually some discrepancy between the two, as is fairly common among activity trackers. For some reasons, the discrepancy has actually decreased after a few months (and after I adapted my UP usage to my workout). But it’s useful to have two sources of data points.

Especially when I do an actual workout.

Been Working Out, Haven’t You?

In January, last year, I also bought an exercise bike, for use in my apartment. I know, sounds like a cliché, right? Getting an exercise bike after New Year? Well, it wasn’t a New Year’s resolution but, had it been one, I could be proud to say I kept it (my hypothetical resolution; I know, weird structure; you get what I mean, right?).

Right away, I started doing bike workouts on a very regular basis. From three to five times a week, during most weeks. Contrary to going to a gym, exercising at home is easy to fit in my freelancing schedule. I almost always work out before breakfast, so there’s no digestion issue involved. Since I’m by myself, it means I feel no pressure or judgment from others, a very significant factor in my case. Though I’m an extrovert’s extrovert (86 percentile), gyms are really offputting, to me. Because of my bodyshape, age, and overall appearance, I really feel like I don’t “fit”. It does depend on the gym, and I had a fairly good time at UMoncton’s Ceps back in 2003. But ConU’s gym wasn’t a place where I enjoyed working out.

My home workouts have become a fun part of my week. Not that the effort level is low, but I often do different things while working out, including listen to podcasts and music, reading, and even writing. As many people know, music can be very encouraging during a workout. So can a podcast, as it takes your attention elsewhere and you might accomplish more than you thought, during a podcast. Same thing with reading and writing, and I wrote part of this post while working out.

Sure, I could do most of this in a gym. The convenience factor at home is just too high, though. I can have as many things as I want by my sides, on a table and on a chair, so I just have to reach out when I need any of them. Apart from headphones, a music playing device, and a towel (all things I’d have at a gym) I typically have the following items with me when I do a home workout:

  • Travel mug full of tea
  • Stainless steel water bottle full of herbal tea (proper tea is theft)
  • Britta bottle full of water (I do drink a lot of fluid while working out)
  • three mobile devices (iPhone, iPad, Nexus 7)
  • Small weights,
  • Reading glasses
  • Squeeze balls

Wouldn’t be so easy to bring all of that to a gym. Not to mention that I can wear whatever I want, listen to whatever I want, and make whatever noise I want (I occasionally yell beats to music, as it’s fun and encouraging). I know some athletic people prefer gym workouts over home ones. I’m not athletic. And I know what I prefer.

On Track

Since this post is nominally about QuantSelf, how do I track my workouts, you ask? Well, it turns out that my Zip and UP do help me track them out, though in different ways. To get the UP to track my bike workouts, I have to put it around one of my pedals, a trick which took me a while to figure out.

2014-01-22 18.38.24

The Zip tracks my workouts from its usual position but it often counts way fewer “steps” than the UP does. So that’s one level of tracking. My workouts are part of my stepcounts for the days during which I do them.

Putting My Heart into IT

More importantly, though, my bike workouts have made my heartrate strap very useful. By pairing the strap with Digifit’s iBiker app, I get continuous heartrate monitoring, with full heartrate chart, notifications about “zones” (such as “fat burning”, “aerobic”, and “anaerobic”), and a recovery mode which lets me know how quickly my heartrate decreases after the workout. (I could also control the music app, but I tend to listen to Rdio instead.) The main reason I chose iBiker is that it works natively on the iPad. Early on, I decided I’d use my iPad to track my workouts because the battery lasts longer than on an iPhone or iPod touch, and the large display accommodates more information. The charts iBiker produces are quite neat and all the data can be synced to Digifit’s cloud service, which also syncs with my account on the fitbit cloud service (notice how everything has a cloud service?).

20140103-162048.jpg

Heartrate monitoring is close to essential, for workouts. Sure, it’d be possible to do exercise without it. But the difference it makes is more significant than one might imagine. It’s one of those things that one may only grok after trying it. Since I’m able to monitor my heartrate in realtime, I’m able to pace myself, to manage my exertion. By looking at the chart in realtime, I can tell how long I’ve spent at which intensity level and can decide to remain in a “zone” for as long as I want. Continuous feedback means that I can experiment with adjustment to the workout’s effort level, by pedaling faster or increasing tension. It’s also encouraging to notice that I need increasing intensity levels to reach higher heartrates, since my physical condition has been improving tremendously over the past year. I really value any encouragement I can get.

Now, I know it’s possible to get continuous heartrate monitoring on gym equipment. But I’ve noticed in the past that this monitoring wasn’t that reliable as I would often lose the heartrate signal, probably because of perspiration. On equipment I’ve tried, it wasn’t possible to see a graphical representation of my heartrate through the whole workout so, although I knew my current heartrate, I couldn’t really tell how long I was maintaining it. Not to mention that it wasn’t possible to sync that data to anything. Even though some of that equipment can allegedly be used with a special key to transfer data to a computer, that key wasn’t available.

It’d also be possible to do continuous heartrate monitoring with a “fitness watch”. A big issue with most of these is that data cannot be transferred to another device. Several of the new “wearable devices” do add this functionality. But these devices are quite expensive and, as far as I can see in most in-depth reviews, not necessarily that reliable. Besides, their displays are so small that it’d be impossible to get as complete a heartrate chart as the one I get on iBiker. I got pretty excited about the Neptune Pine, though, and I feel sad I had to cancel my pledge at the very last minute (for financial reasons). Sounds like it can become a rather neat device.

As should be obvious, by now, the bike I got (Marcy Recumbent Mag Cycle ME–709 from Impex) is a no-frills one. It was among the least expensive exercise bikes I’ve seen but it was also one with high ratings on Amazon. It’s as basic as you can get and I’ve been looking into upgrading. But other exercise bikes aren’t that significantly improved over this one. I don’t currently have enough money to buy a highend bike, but money isn’t the only issue. What I’d really like to get is exercise equipment which can be paired with another device, especially a tablet. Have yet to see an exercise bike, rower, treadmill, or elliptical which does. At any price. Sure, I could eventually find ways to hack things together to get more communication between my devices, but that’d be a lot of work for little results. For instance, it might be possible to find a cadence sensor which works on an exercise bike (or tweak one to make it work), thereby giving some indication of pace/speed and distance. However, I doubt that there’s exercise equipment which would allow a tablet to control tension/strength/difficulty. It’d be so neat if it were available. Obviously, it’s far from a requirement. But none of the QuantSelf stuff is required to have a good time while exercising.

Off the Bike

I use iBiker and my heartrate monitor during other activities besides bike workouts. Despite its name, iBiker supports several activity types (including walking and hiking) and has a category for “Other” activities. I occasionally use iBiker on my iPhone when I go on a walk for fitness reasons. Brisk walks do seem to help me in my fitness regime, but I tend to focus on bike workouts instead. I already walk a fair bit and much of that walking is relatively intense, so I feel less of a need to do it as an exercise, these days. And I rarely have my heartrate strap with me when I decide to take a walk. At some point, I had bought a Garmin footpod and kept installing it on shoes I was wearing. I did use it on occasion, including during a trip to Europe (June–July, 2012). It tends to require a bit of time to successfully pair with a mobile app, but it works as advertised. Yet, I haven’t really been quantifying my walks in the same way, so it hasn’t been as useful as I had wished.

More frequently, I use iBiker and my heartrate strap during my yoga/Pilates routine. “Do you really get your heart running fast enough to make it worthwhile”, you ask? No, but that’s kind of the point. Apart from a few peaks, my heartrate charts during such a routine tends to remain in Zone 0, or “Warmup/Cooldown”. The peaks are interesting because they correspond to a few moves and poses which do feel a bit harder (such as pushups or even the plank pose). That, to me, is valuable information and I kind of wish I could see which moves and poses I’ve done for how long using some QuantSelf tool. I even thought about filming myself, but I would then need to label each pose or move by hand, something I’d be very unlikely to do more than once or twice. It sounds like the Atlas might be used in such a way, as it’s supposed to recognize different activities, including custom ones. Not only is it not available, yet, but it’s so targeted at the high performance fitness training niche that I don’t think it could work for me.

One thing I’ve noticed from my iBiker-tracked routine is that my resting heartrate has gone down very significantly. As with my recovery and the amount of effort necessary to increase my heartrate, I interpret this as a positive sign. With other indicators, I could get a fuller picture of my routine’s effectiveness. I mean, I feel its tremendous effectiveness in diverse ways, including sensations I’d have a hard time explaining (such as an “opening of the lungs” and a capacity to kill discomfort in three breaths). The increase in my flexibility is something I could almost measure. But I don’t really have tools to fully quantify my yoga routine. That might be a good thing.

Another situation in which I’ve worn my heartrate strap is… while sleeping. Again, the idea here is clearly not to measure how many calories I burn or to monitor how “strenuous” sleeping can be as an exercise. But it’s interesting to pair the sleep data from my UP with some data from my heart during sleep. Even there, the decrease in my heartrate is quite significant, which signals to me a large improvement in the quality of my sleep. Last summer (July, 2013), I tracked a night during which my average heartrate was actually within Zone 1. More recently (November, 2013), my sleeping heartrate was below my resting heartrate, as it should be.

Using the Wahoo key on those occasions can be quite inconvenient. When I was using it to track my brisk walks, I would frequently lose signal, as the dongle was disconnecting from my iPad or iPhone. For some reason, I would also lose signal while sleeping (though the dongle would remain unmoved).

So I eventually bought a Blue HR, from Wahoo, to replace the key+strap combination. Instead of ANT+, the Blue HR uses Bluetooth LE to connect directly with a phone or tablet, without any need for a dongle. I bought it in part because of the frequent disconnections with the Wahoo key. I rarely had those problems during bike exercises, but I thought having a more reliable signal might encourage me to track my activities. I also thought I might be able to pair the Blue HR with a version of iBiker running on my Nexus 7 (first generation). It doesn’t seem to work and I think the Nexus 7 doesn’t support Bluetooth LE. I was also able to hand down my ANT+ setup (Wahoo key, heartrate strap, and footpod) to someone who might find it useful as a way to track walks. We’ll see how that goes.

‘Figures!

Going back to my QuantSelf spreadsheet. iBiker, Zip, and UP all output counts of burnt calories. Since Digifit iBiker syncs with my fitbit account, I’ve been using the fitbit number.

Inputting that number in the spreadsheet meant that I was able to measure how many extra calories I had burnt as compared to calories I had ingested. That number then allowed me to evaluate how much weight I had lost on a given day. For a while, my average was around 135g, but I had stretches of quicker weightloss (to the point that I was almost scolded by a doctor after losing too much weight in too little time). Something which struck me is that, despite the imprecision of so many things in that spreadsheet, the evaluated weightloss and actual loss of weight were remarkably similar. Not that there was perfect synchronization between the two, as it takes a bit of time to see the results of burning more calories. But I was able to predict my weight with surprising accuracy, and pinpoint patterns in some of the discrepancies. There was a kind of cycle by which the actual number would trail the predicted one, for a few days. My guess is that it had to do with something like water retention and I tried adjusting from the lowest figure (when I seem to be the least hydrated) and the highest one (when I seem to retain the most water in my body).

Obsessed, Much?

ObsessiveSpreadsheet

As is clear to almost anyone, this was getting rather obsessive. Which is the reason I’ve used the past tense with many of these statements. I basically don’t use my QuantSelf spreadsheet, anymore. One reason is that (in March, 2013) I was advised by a healthcare professional (a nutrition specialist) to stop counting my calories intake and focus on eating until I’m satiated while ramping up my exercise, a bit (in intensity, while decreasing frequency). It was probably good advice, but it did have a somewhat discouraging effect. I agree that the whole process had become excessive and that it wasn’t really sustainable. But what replaced it was, for a while, not that useful. It’s only in November, 2013 that a nutritionist/dietician was able to give me useful advice to complement what I had been given. My current approach is much better than any other approach I’ve used, in large part because it allows me to control some of my digestive issues.

So stopping the calories-focused monitoring was a great idea. I eventually stopped updating most columns in my spreadsheet.

What I kept writing down was the set of readings from my two “dumb” scales.

Scaling Up

Abandoning my spreadsheet didn’t imply that I had stopped selfquantifying.

In fact, I stepped up my QuantSelf a bit, about a month ago (December, 2013) by getting a Withings WS–50 Smart Body Analyzer. That WiFi-enabled scale is practically the prototype of QuantSelf and Internet of Things devices. More than I had imagined, it’s “just the thing I needed” in my selfquantified life.

The main advantage it has over my Weight Watchers scale is that it syncs data with my Withings cloud service account. That’s significant because the automated data collection saves me from my obsessive spreadsheet while letting me learn about my weightloss progression. Bingo!

Sure, I could do the same thing by hand, adding my scale readings to any of my other accounts. Not only would it be a chore to do so, but it’d encourage me to dig too deep in those figures. I learnt a lot during my obsessive phase, but I don’t need to go back to that mode. There are many approaches in between that excessive data collection and letting Withings do the work. I don’t even need to explore those intermediary approaches.

There are other things to like about the Withings scale. One is Position Control™, which does seem to increase the accuracy of the measurements. Its weight-tracking graphs (app and Web) are quite reassuring, as they show clear trends, between disparate datapoints. WithingsWeightKg WithingsLeanMassPercent

This Withings scale also measures heartrate, something I find less useful given my usage of a continuous heartrate monitor. Finally, it has sensors for air temperature and CO2 levels, which are features I’d expect in a (pre-Google) Nest product.

Though it does measure body fat percentage, the Withings Smart Body Analyzer doesn’t measure water percentage or bone mass, contrary to my low-end Weight Watchers body composition scale. Funnily enough, it’s around the time I got the Withings that I finally started gaining enough muscle mass to be able to notice the shift on the Weight Watchers. Prior to that, including during my excessive phase, my body fat and body water percentages added up to a very stable number. I would occasionally notice fluctuations of ~0.1%, but no downward trend. I did notice trends in my overall condition when the body water percentage was a bit higher, but it never went very high. Since late November or early December, those percentages started changing for the first time. My body fat percentage decreased by almost 2%, my body water percentage increased by more than 1%, and the total of the two decreased by 0.6%. Since these percentages are now stable and I have other indicators going in the same direction, I think this improvement in fat vs. water is real and my muscle mass did start to increase a bit (contrary to what a friend said can happen with people our age). It may not sound like much but I’ll take whatever encouragement I get, especially in such a short amount of time.

The Ideal QuantSelf Device

On his The Talk Show podcast, Gruber has been dismissing the craze in QuantSelf and fitness devices, qualifying them as a solved problem. I know what he means, but I gather his experience differs from mine.

I feel we’re in the “Rio Volt era” of the QuantSelf story.

The Rio Volt was one of the first CD players which could read MP3 files. I got one, at the time, and it was a significant piece of my music listening experience. I started ripping many of my CDs and creating fairly large compilations that I could bring with me as I traveled. I had a carrying case for the Volt and about 12 CDs, which means that I could carry about 8GB of music (or about 140 hours at the 128kbps bitrate which was so common at the time). Quite a bit less than my whole CD collection (about 150GB), but a whole lot more than what I was used to. As I was traveling and moving frequently, at the time, the Volt helped me get into rather… excessive music listening habits. Maybe not excessive compared to a contemporary teenager in terms of time, but music listening had become quite important to me, at a time when I wasn’t playing music as frequently as before.

There have been many other music players before, during, and after the Rio Volt. The one which really changed things was probably… the Microsoft Zune? Nah, just kidding. The iRiver players were much cooler (I had an iRiver H–120 which I used as a really neat fieldrecording device). Some people might argue that things really took a turn when Apple released the iPod. Dunno about that, I’m no Apple fanboi.

Regardless of which MP3-playing device was most prominent, it’s probably clear to most people that music players have changed a lot since the days of the Creative Nomad and the Rio Volt. Some of these changes could possibly have been predicted, at the time. But I’m convinced that very few people understood the implications of those changes.

Current QuantSelf devices don’t appear very crude. And they’re certainly quite diverse. CES2014 was the site of a number of announcements, demos, and releases having to do with QuantSelf, fitness, Internet of Things, and wearable devices (unsurprisingly, DC Rainmaker has a useful two-part roundup). But despite my interest in some of these devices, I really don’t think we’ve reached the real breakthrough with those devices.

In terms of fitness/wellness/health devices, specifically, I sometimes daydream about features or featuresets. For instance, I really wish a given device would combine the key features of some existing devices, as in the case of body water measurements and the Withings Smart Body Analyzer. A “killer feature”, for me, would be strapless continuous 24/7 heartrate monitoring which could be standalone (keeping the data without transmitting it) yet able to sync data with other devices for display and analysis, and which would work at rest as well as during workouts, underwater as well as in dry contexts.

Some devices (including the Basis B1 and Mio Alpha) seem to come close to this, but they all have little flaws, imperfections, tradeoffs. At an engineering level, it should be an interesting problem so I fully expect that we’ll at least see an incremental evolution from the current state of the market. Some devices measure body temperature and perspiration. These can be useful indicators of activity level and might help one gain insight about other aspects of the physical self. I happen to perspire profusely, so I’d be interested in that kind of data. As is often the case, unexpected usage of such tools could prove very innovative.

How about a device which does some blood analysis, making it easier to gain data on nutrients or cholesterol levels? I often think about the risks of selfdiagnosis and selfmedication. Those issues, related to QuantSelf, will probably come in a future post.

I also daydream about something deeper, though more imprecise. More than a featureset or a “killer feature”, I’m thinking about the potential for QuantSelf as a whole. Yes, I also think about many tricky issues around selfquantification. But I perceive something interesting going on with some of these devices. Some affordances of Quantified Self technology. Including the connections this technology can have with other technologies and domains, including tablets and smartphones, patient-focused medicine, Internet of Things, prosumption, “wearable hubs”, crowdsourced research, 3D printing, postindustrialization, and technological appropriation. These are my issues, in the sense that they’re things about which I care and think. I don’t necessarily mean issues as problems or worries, but things which either give me pause or get me to discuss with others.

Much of this will come in later posts, I guess. Including a series of issues I have with self-quantification, expanded from some of the things I’ve alluded to, here.

Walkthrough

These lines are separated from many of the preceding ones (I don’t write linearly) by a relatively brisk walk from a café to my place. Even without any QuantSelf device, I have quite a bit of data about this walk. For instance, I know it took me 40 minutes because I checked the time before and after. According to Google Maps, it’s between 4,1km and 4,2km from that café to my place, depending on which path one might take (I took an alternative route, but it’s probably close to the Google Maps directions, in terms of distance). It’s also supposed to be a 50 minute walk, so I feel fairly good about my pace (encouraging!). I also know it’s –20°C, outside (–28°C with windchill, according to one source). I could probably get some data about elevation, which might be interesting (I’d say about half of that walk was going up).

With two of my QuantSelf devices (UP and Zip), I get even more data. For instance, I can tell how many steps I took (it looks like it’s close to 5k, but I could get a more precise figure). I also realize the intensity of this activity, as both devices show that I started at a moderate pace followed by an intense pace for most of the duration. These devices also include this walk in measuring calories burnt (2.1Mcal according to UP, 2.7Mcal according to Zip), distance walked (11.2km according to Zip, 12.3km according to UP), active minutes (117’ Zip, 149’ UP), and stepcount (16.4k UP, 15.7k Zip). Not too shabby, considering that it’s still early evening as I write these lines.

2014-01-21 18.47.54 2014-01-21 18.47.48 2014-01-21 18.46.47

Since I didn’t have my heartrate monitor on me and didn’t specifically track this activity, there’s a fair bit of data I don’t have. For instance, I don’t know which part was most strenuous. And I don’t know how quickly I recovered. If I don’t note it down, it’s difficult to compare this activity to other activities. I might remember more or less which streets I took, but I’d need to map it myself. These are all things I could have gotten from a fitness app coupled with my heartrate monitor.

As is the case with cameras, the best QuantSelf device is the one you have with you.

I’m glad I have data about this walk. Chances are I would have taken public transit had it not been for my QuantSelf devices. There weren’t that many people walking across the Mont-Royal park, by this weather.

Would I get fitter more efficiently if I had the ideal tool for selfquantification? I doubt it.

Besides, I’m not in that much of a hurry.


  1. Don’t like my puns? Well, it’s my blogpost and I’ll cry if I want to.  ↩

Yoga and Community in Contemporary North America

Last night, Matthew Remski’s chapter on yoga “culture” served as the basis for a conversation on yoga and communities. Roseanne Harvey had invited some panelists and like-minded people to join her at Andrew Gordon Middleton’s and Michael O’Brien’s Studio Flow Space in Verdun.

After the conversation, I started reading Remski’s chapter in 21st Century Yoga: Culture, Politics, and Practice, the collected essays that Roseanne has edited with Carol Horton.

Several things transpired from this conversation and, though I’m still a yoga newbie, I thought I’d post a few thoughts.

Most important, to me, is the realization that yoga may be antithetical to community development. Remski’s chapter made some of this painfully clear and I had such a feeling of recognition while reading the first part of this chapter that I almost clapped. (It’d have been weird, since I was in the métro.)

Yoga, like transcendentalism, focuses on individualism. As Margaret Fuller with transcendentalism, I find something unsatisfying in this. While I can understand the value of therapeutic self-centredness, I can only handle it for short periods of time. As an extrovert, I need some level of social interaction, especially if I can help others. Navigating either Nietzsche or Thoreau, I quickly feel trapped in a limited world.

Which brings me to Catholicism. The topic ended up being a significant piece of the backdrop to last night’s conversation. Though I wasn’t baptized (and, therefore, not officially a member of the Catholic community), I was raised in a quickly-secularizing Catholic context (Québécois society during the Quiet Revolution). Culturally, I associate more directly with the Catholic Play Ethic (or with the Sensual Ethic) than with what Weber called the Protestant Work Ethic (PWE). Sounds like Remski may be in a similar situation. And so were some participants in last night’s conversation. Not that no Catholic subscribes to PWE or that all Protestants are caught in it. But it’s remarkable how “key scenarios” may differ along such lines. I’d rather have a picnic with Manet (or Monet) or a food fight with Gwen Stefani and the band than a success story written by Horatio Alger. Just don’t get me started about the difference between Fellini and Bergman.

What does this have to do with yoga? Precious little. Yoga is about self-improvement and introspection… until it becomes about interdependence, intersubjectivity, and projecting the mind outside the self. Only then does yoga reach a sense of community. But this sense of community isn’t local, social, cultural, spatial. It’s sense of universal community of mind, beyond such pesky little things as families, cities, countries, and social movements. In “loving kindness” meditation, the shift from individuals to the Whole Earth doesn’t sound very gradual. Sure, “the community” can be there as a target for meditation. But the difference in kind between a neighbourhood community and, say, the community of spirit between humans and locusts affords little discussion, in such a context.

Playing the social scientist during yesterday’s convo, I couldn’t help but point out two key features of communities, from a social science perspective: sense of belonging and interdependency. Though they apply to any community, they may be especially useful in the yoga context. I don’t know enough about yoga to be sure about this, but comments made after I mentioned these two dimensions did sound like they resonated with my simple description.

Interdependency is a recent addition to my definition of community. A student in my “Cyberspace Sociology” course added it as a key feature, and it really helps to bring things in focus. One aspect of this dimension is that community isn’t necessarily something we choose. We may choose some of our neighbours but we may be affected by many community members who’d otherwise have “nothing to do with us”. Also, given issues surrounding our natural environment, the ecological principles behind communities are easy to describe: we can “do our part” but the system can still be dysfunctional if some people don’t. As both victims of climate change and perpetrators of pollution which takes part in it, we can perceive the implications of being dependent on one another. Not to mention that interdependence is an important concept in yoga.

The sense of belonging part may afford more unpacking. Sure, hippies have reappropriated “kumbaya” as the mushy version of belonging. That one fits in the “community of spirits” model. In anthropology, we tend to focus on the “community of experience” model (if not on the “community of practise” one). To do so, some of us refer to Victor Turner’s communitas, based on the liminal phase in initiation rituals. Through this concept, we identify a space for intense relationships among equals, typical of people subjected to a difficult experience together. The concept also involves a separation from the rest of the social system.

By extension, we can think about the divisive nature of social identity: if there’s an us, there’s also a them. Quite frequently, this them is a particular group, with which the community entertains a rivalry. Montreal may be Quebec City’s “Other”, even though Montrealers care very little about the “national capital”. Fans of the Maple Leafs may also perceive Montreal as the other, although I’ve heard more anti-Boston sentiment in my youth than anything about Toronto.

Yoga’s communities are peculiar. It sounds like it may be possible to create a sense of belonging through yoga retreats and other occasions for shared experiences. Yet the embedded hierarchy of many yoga instruction models may shift the communitas away from “practice”. Bonding works remarkably well when people have a common foe (an initiator causing harm would be an appropriate figure, here). However authoritative they may be, yoga instructors may not desire this type of antagonism.

Though (as was clear from last night’s discussion) some yoga studios enter in direct competition as businesses, yoga communities may not be ideal places for impassioned rivalries. The “slippery slope” from opposition between groups and outright conflict may make peace-loving yoginis and yogis think twice about this type of chants and cheers.

Which isn’t to say that the yoga world lacks distinction. In fact, yoga sociology has a lot to explore. From the outside, the internal structure of the North American yogasphere is fascinating. But that structure, it sounds like, rarely made explicit. It also sounds like it’s inward-looking, to a fairly large extent. The yogasphere includes all sorts of yoga practitioners, but it’s focused on yoga teachers and other experts, not necessarily on the local embedding of yoga practice. Yoga studios, in this model, are like havens of peace in a fastpaced world. The them group comprises a large number of people who don’t get yoga.

Personally, I’m more interested in how communities can appropriate yoga. Yes, it involves the adaptation of yoga practice, which implies some level of inauthenticity. Thanks to the association between yoga and New Age (a drone under 21st Century Yoga), yoga specialists may shy away from this type of reappropriation. Yet, empowering communities through yoga-inspired practice could be a worthy cause for yogactivists.

Yoga needs space. A key theme during yesterday’s discussion was space: studio rent, overhead, location, sense of place, neighbourhoods as markets… In North American cities, yoga doesn’t own much space, and that’s the crux of the problem.

This is where we can go back to Catholicism, where Remski started his essay on yoga “culture”. It was an underlying theme through the discussion. (Funnily enough, the conversation was structured by a key figure who invited four “evangelists” and we were eight “disciples”.)

The Catholic Church does own space. In fact, a large part of the “business model” for the Catholic clergy relates to real estate. As many of these properties are being sold, there may be opportunities for community ownership of prime space. In fact, I’m a research associate for a community organization involved in a community-based project surrounding the reappropriation of a church. Wasn’t thinking about yoga in that space, but I’m sure some other people have been. Last summer, Yoga en rouge was happening (led by Audrey Béliveau) in Parc Molson, next door to that church. And it’s clearly a grassroots community affair.

I’m not (officially) Catholic and I’m a n00b to yoga. I’m finally grokking the difficulties to develop community membership through yoga. So I’ll continue doing my yoga practice at home, by myself, away from other people’s gaze. Still feels good.

Wearable Hub: Getting the Ball Rolling

Statement

After years of hype, wearable devices are happening. What wearable computing lacks is a way to integrate devices into a broader system.

Disclaimer/Disclosure/Warning

  • For the past two months or so, I’ve been taking notes about this “wearable hub” idea (started around CES’s time, as wearable devices like the Pebble and Google Glass were discussed with more intensity). At this point, I have over 3000 words in notes, which probably means that I’d have enough material for a long essay. This post is just a way to release a few ideas and to “think aloud” about what wearables may mean.
  • Some of these notes have to do with the fact that I started using a few wearable devices to monitor my activities, after a health issue pushed me to start doing some exercise.
  • I’m not a technologist nor do I play one on this blog. I’m primarily an ethnographer, with diverse interests in technology and its implications for human beings. I do research on technological appropriation and some of the course I teach relate to the social dimensions of technology. Some of the approaches to technology that I discuss in those courses relate to constructionism and Actor-Network Theory.
  • I consider myself a “geek ethnographer” in the sense that I take part in geek culture (and have come out as a geek) but I’m also an outsider to geekdom.
  • Contrary to the likes of McLuhan, Carr, and Morozov, my perspective on technology and society is non-deterministic. The way I use them, “implication” and “affordance” aren’t about causal effects or, even, about direct connections. I’m not saying that society is causing technology to appear nor am I proposing a line from tools to social impacts. Technology and society are in a complex system.
  • Further, my approach isn’t predictive. I’m not saying what will happen based on technological advances nor am I saying what technology will appear. I’m thinking about the meaning of technology in an intersubjective way.
  • My personal attitude on tools and gadgets is rather ambivalent. This becomes clear as I go back and forth between techno-enthusiastic contexts (where I can almost appear like a Luddite) and techno-skeptical contexts (where some might label me as a gadget freak). I integrate a number of tools in my life but I can be quite wary about them.
  • I’m not wedded to the ideas I’m putting forth, here. They’re just broad musings of what might be. More than anything, I hope to generate thoughtful discussion. That’s why I start this post with a broad statement (not my usual style).
  • Of course, I know that other people have had similar ideas and I know that a concept of “wearable hub” already exists. It’s obvious enough that it’s one of these things which can be invented independently.

From Wearables to Hubs

Back in the 1990s, “wearable computing” became something of a futuristic buzzword, often having to do with articles of clothing. There have been many experiments and prototypes converging on an idea that we would, one day, be able to wear something resembling a full computer. Meanwhile, “personal digital assistants” became something of a niche product and embedded systems became an important dimension of car manufacturing.

Fast-forward to 2007, when a significant shift in the use of smartphones occurred. Smartphones existed before that time, but their usages, meanings, and positions in the public discourse changed quite radically around the time of the iPhone’s release. Not that the iPhone itself “caused a smartphone revolution” or that smartphone adoption suddenly reached a “tipping point”. I conceive of this shift as a complex interplay between society and tools. Not only more Kuhn than Popper, but more Latour than Kurzweil.

Smartphones, it may be argued, “happened”.

Without being described as “wearable devices”, smartphones started playing some of the functions people might have assigned to wearable devices. The move was subtle enough that Limor Fried recently described it as a realization she’s been having. Some tech enthusiasts may be designing location-aware purses and heads-up displays in the form of glasses. Smartphones are already doing a lot of the things wearables were supposed to do. Many people “wear” smartphones at most times during their waking lives and these Internet-connected devices are full of sensors. With the proliferation of cases, one might even perceive some of them as fashion accessories, like watches and sunglasses.

Where smartphones become more interesting, in terms of wearable computing, is as de facto wearable hubs.

My Wearable Devices

Which brings me to mention the four sensors I’ve been using more extensively during the past two months:

Yes, these all have to do with fitness (and there’s quite a bit of overlap between them). And, yes, I started using them a few days after the New Year. But it’s not about holiday gifts or New Year’s resolutions. I’ve had some of these devices for a while and decided to use them after consulting with a physician about hypertension. Not only have they helped me quite a bit in solving some health issues, but these devices got me to think.

(I carry several other things with me at most times. Some of my favourites include Tenqa REMXD Bluetooth headphones and the LiveScribe echo smartpen.)

One aspect is that they’re all about the so-called “quantified self”. As a qualitative researcher, I tend to be skeptical of quants. In this case, though, the stats I’m collecting about myself fit with my qualitative approach. Along with quantitative data from these devices, I’ve started collecting qualitative data about my life. The next step is to integrate all those data points automatically.

These sensors are also connected to “gamification”, a tendency I find worrisome, preferring playfulness. Though game mechanics are applied to the use of these sensors, I choose to rely on my intrinsic motivation, not paying much attention to scores and badges.

But the part which pushed me to start taking the most notes was that all these sensors connect with my iOS ()and Android) devices. And this is where the “wearable hub” comes into play. None of these devices is autonomous. They’re all part of my personal “arsenal”, the equipment I have on my me on most occasions. Though there are many similarities between them, they still serve different purposes, which are much more limited than those “wearable computers” might have been expected to serve. Without a central device serving as a type of “hub”, these sensors wouldn’t be very useful. This “hub” needs not be a smartphone, despite the fact that, by default, smartphones are taken to be the key piece in this kind of setup.

In my personal scenario, I do use a smartphone as a hub. But I also use tablets. And I could easily use an existing device of another type (say, an iPod touch), or even a new type of device meant to serve as a wearable hub. Smartphones’ “hub” affordances aren’t exclusive.

From Digital Hub to Wearable Hub

Most of the devices which would likely serve as hubs for wearable sensors can be described as “Post-PC”. They’re clearly “personal” and they’re arguably “computers”. Yet they’re significantly different from the “Personal Computers” which have been so important at the end of last century (desktop and laptop computers not used as servers, regardless of the OS they run).

Wearability is a key point, here. But it’s not just a matter of weight or form factor. A wearable hub needs to be wireless in at least two important ways: independent from a power source and connected to other devices through radio waves. The fact that they’re worn at all times also implies a certain degree of integration with other things carried throughout the day (wallets, purses, backpacks, pockets…). These devices may also be more “personal” than PCs because they may be more apparent and more amenable to customization than PCs.

Smartphones fit the bill as wearable hubs. Their form factors and battery life make them wearable enough. Bluetooth (or ANT+, Nike+, etc.) has been used to pair them wirelessly with sensors. Their connectivity to GPS and cellular networking as well as their audio and visual i/o can have interesting uses (mapping a walk, data updates during a commute, voice feedback…). And though they’re far from ubiquitous, smartphones have become quite common in key markets.

Part of the reason I keep thinking about “hubs” has to do with comments made in 2001 by then Apple CEO Steve Jobs about the “digital lifestyle” age in “PC evolution” (video of Jobs’s presentation; as an anthropologist, I’ll refrain from commenting on the evolutionary analogies):

We believe the PC, or more… importantly, the Mac can become the “digital hub” of our emerging digital lifestyle, with the ability to add tremendous value to … other digital devices.

… like camcorders, portable media players, cellphones, digital cameras, handheld organizers, etc. (Though they weren’t mentioned, other peripherals like printers and webcams also connect to PCs.)

The PC was thus going to serve as a hub, “not only adding value to these devices but interconnecting them, as well”.

At the time, key PC affordances which distinguished them from those other digital devices:

  • Big screen affording more complex user interfaces
  • Large, inexpensive hard disk storage
  • Burning DVDs and CDs
  • Internet connectivity, especially broadband
  • Running complex applications (including media processing software like the iLife suite)

Though Jobs pinpointed iLife applications as the basis for this “digital hub” vision, it sounds like FireWire was meant to be an even more important part of this vision. Of course, USB has supplanted FireWire in most use cases. It’s interesting, then, to notice that Apple only recently started shipping Macs with USB 3. In fact, DVD burning is absent from recent Macs. In 2001, the Mac might have been at the forefront of this “digital lifestyle” age. In 2013, the Mac has moved away from its role as “digital hub”.

In the meantime, the iPhone has become one of the best known examples of what I’m calling “wearable hubs”. It has a small screen and small, expensive storage (by today’s standards). It also can’t burn DVDs. But it does have nearly-ubiquitous Internet connectivity and can run fairly complex applications, some of which are adapted from the iLife suite. And though it does have wired connectivity (through Lightning or the “dock connector”), its main hub affordances have to do with Bluetooth.

It’s interesting to note that the same Steve Jobs, who used the “digital hub” concept to explain that the PC wasn’t dead in 2001, is partly responsible for popularizing the concept of “post-PC devices” six years later. One might perceive hypocrisy in this much delayed apparent flip-flop. On the other hand, Steve Jobs’s 2007 comments (video) were somewhat nuanced, as to the role of post-PC devices. What’s more interesting, though, is to think about the implications of the shift between two views of digital devices, regardless of Apple’s position through that shift.

Some post-PC devices (including the iPhone, until quite recently) do require a connection to a PC. In this sense, a smartphone might maintain its position with regards to the PC as digital hub. Yet, some of those devices are used independently of PCs, including by some people who never owned PCs.

Post-Smartphone Hubs

It’s possible to imagine a wearable hub outside of the smartphone (and tablet) paradigm. While smartphones are a convenient way to interconnect wearables, their hub-related affordances still sound limited: they lack large displays and their storage space is quite expensive. Their battery life may also be something to consider in terms of serving as hubs. Their form factors make some sense, when functioning as phones. Yet they have little to do with their use as hubs.

Part of the realization, for me, came from the fact that I’ve been using a tablet as something of an untethered hub. Since I use Bluetooth headphones, I can listen to podcasts and music while my tablet is in my backpack without being entangled in a cable. Sounds trivial but it’s one of these affordances I find quite significant. Delegating music playing functions to my tablet relates in part to battery life and use of storage. The tablet’s display has no importance in this scenario. In fact, given some communication between devices, my smartphone could serve as a display for my tablet. So could a “smartwatch” or “smartglasses”.

The Body Hub

Which led me to think about other devices which would work as wearable hubs. I originally thought about backpackable and pocketable devices.

But a friend had a more striking idea:

Under Armour’s Recharge Energy Suit may be an extreme version of this, one which would fit nicely among things Cathi Bond likes to discuss with Nora Young on The Sniffer. Nora herself has been discussing wearables on her blog as well as on her radio show. Sure, part of this concept is quite futuristic. But a sensor mesh undershirt is a neat idea for several reasons.

  • It’s easy to think of various sensors it may contain.
  • Given its surface area, it could hold enough battery power to supplement other devices.
  • It can be quite comfortable in cold weather and might even help diffuse heat in warmer climates.
  • Though wearable, it needs not be visible.
  • Thieves would probably have a hard time stealing it.
  • Vibration and haptic feedback on the body can open interesting possibilities.

Not that it’s the perfect digital hub and I’m sure there are multiple objections to a connected undershirt (including issues with radio signals). But I find the idea rather fun to think, partly because it’s so far away from the use of phones, glasses, and watches as smart devices.

Another thing I find neat, and it may partly be a coincidence, is the very notion of a “mesh”.

The Wearable Mesh

Mesh networking is a neat concept, which generates more hype than practical uses. As an alternative to WiFi access points and cellular connectivity, it’s unclear that it may “take the world by storm”. But as a way to connect personal devices, it might have some potential. After all, as Bernard Benhamou recently pointed out on France Culture’s Place de la toile, the Internet of Things may not require always-on full-bandwith connectivity. Typically, wearable sensors use fairly little bandwidth or only use it for limited amounts of time. A wearable mesh could connect wearable devices to one another while also exchanging data through the Internet itself.

Or with local devices. Smart cities, near field communication, and digital appliances occupy interesting positions among widely-discussed tendencies in the tech world. They may all have something to do with wearable devices. For instance, data exchanged between transit systems and their users could go through wearable devices. And while mobile payment systems can work through smartphones and other cellphones, wallet functions can also be fulfilled by other wearable devices.

Alternative Futures

Which might provide an appropriate segue into the ambivalence I feel toward the “wearable hub” concept I’m describing. Though I propose these ideas as if I were enthusiastic about them, they all give me pause. As a big fan of critical thinking, I like to think about “what might be” to generate questions and discussions exposing a diversity of viewpoints about the future.

Mass media discussions about these issues tend to focus on such things as privacy, availability, norms, and usefulness. Google Glass has generated quite a bit of buzz about all four. Other wearables may mainly raise issues for one or two of these broad dimensions. But the broad domain of wearable computing raises a lot more issues.

Technology enthusiasts enjoy discussing issues through the dualism between dystopia and utopia. An obvious issue with this dualism is that humans disagree about the two categories. Simply put, one person’s dystopia can be another person’s utopia, not to mention the nuanced views of people who see complex relationships between values and social change.

In such a context, a sociologist’s reflex may be to ask about the implications of these diverse values and opinions. For instance:

  • How do people construct these values?
  • Who decides which values are more important?
  • How might social groups cope with changes in values?

Discussing these issues and more, in a broad frame, might be quite useful. Some of the trickiest issues are raised after some changes in technology have already happened. From writing to cars, any technological context has unexpected implications. An ecological view of these implications could broaden the discussion.

I tend to like the concept of the “drift-off moment”, during which listeners (or readers) start thinking about the possibilities afforded a new tool (or concept). In the context of a sales pitch, the idea is that these possibilities are positive, a potential buyer is thinking about the ways she might use a newfangled device. But I also like the deeper process of thinking about all sorts of implications, regardless of their value.

So…

What might be the implications of a wearable hub?

Megaphone red

The Magazine and Social Media

Megaphone red

Megaphone red by Adamantios (via Wikimedia Commons, (GFDL, CC-BY-SA)

The following is my App Store review of The Magazine, a Newsstand offering by Instapaper developer Marco Arment.

Though I like Marco Arment’s work and there’s nothing specifically wrong about this implementation of the magazine model, I don’t find the magazine model particularly useful, at this point. And, make no mistake. The Magazine is indeed a magazine.

Oh, sure, this format overcomes several of the limitations set by advertising-based models and hierarchical boards. But it maintains something of the magazine logic: a tight bundle of a few articles authored by people connected through the same “editorial intent”. It’s not a conversation with the public. In this first issue, it’s not even a conversation among co-authors.

The “linked list” aspect of the “Fireball Format” (from John Gruber’s Daring Fireball media property) is described in one of the pieces in this first issue. Other distinguishing factors of the “Fireball Format” aren’t discussed in that same piece. They include a “no comment” policy which has become rather common among high-profile blogs. Unlike most blogs of the pioneer era in social media, these blogs don’t allow readers to comment directly.

A justification for this policy is that comments can be posted elsewhere. And since most of these bloggers are active on microblogging platforms like App.net and Twitter, there’s a chance that a comment might be noticed by those authors. What’s missing, though, is the sense of belonging which bloggers created among themselves before MySpace.

In other words, now that there are large social networking services online, the social aspects of blogging have been deemphasized and authorial dimensions have come to prominence. Though Arment dislikes the word, blog authors have become “brands”. It still works when these authors are in conversation with one another, when there’s a likelihood of a “followup” (FU in 5by5 parlance), when authors are responsive.

None of that interaction potential seems to be part of the core model for The Magazine. You can scream at your iOS device all you want, Jason Snell will probably not respond to you in a future edition of The Magazine. You can attempt dialogue on Twitter, but any conversation you may succeed in starting there is unlikely to have any impact on The Magazine. You’re talking with authors, now, not with members of a community.

With The Magazine, the transition from social to authorial is almost complete. Not only are posts set apart from the conversation but the editorial act of bundling posts together brings back all the problems media scholars have been pointing out for the past several decades. The issue at stake isn’t merely the move to online delivery. It’s the structure of authority and the one-to-many broadcast-style transmission. We’ve taken a step back.

So, while The Magazine has certain technical advantages over old school magazines like The Daily and Wired, it represents a step away from social media and towards mass media. Less critical thinking, more pedestals.

A new model could emerge using the infrastructure and business model that Arment built. But it’d require significant work outside of the application. The Feature might contribute something to this new model, especially if the way posts are bundled together became more flexible.

So, all in all, I consider The Magazine to be a step in the wrong direction by someone whose work I respect.

Good thing we still have podcasts.

Early iPhone Rumours

[The Lar.me/2ke link originally pointed to Mike Davidson’s 2005 piece. More explanations here.]

[Update, a bit later… Added some thoughts, links, and tags…]

While listening to the Critical Path podcast on 5by5 with Asymco’s Horace Dediu, I got stuck on Dediu’s comment that there weren’t iPhone rumours when Google acquired Android. After a quick search, I ended up on this 2005 piece by Mike Davidson (written eight months before the Google purchase), so I tweeted to @Asymco with a link to Davidson’s post. Several people, including Dediu himself, tell me that this wouldn’t qualify as a rumour (though my own definition of rumour probably differs from theirs). Still, I’ve received some comments about how insightful this piece was. It was partly based on a November 2004 piece by Russell Beattie, which was itself a partial reaction to a short Ross Mayfield post about a “WiFi iPod”. In comments on Davidson’s piece, Ste Grainer mentioned a Robert X. Cringely piece about a Mac Media Centre.

I later found a NYT piece from 2002 which contained an actual rumour about the “iPhone”, including the name:

industry analysts see evidence that Apple is contemplating what inside the company is being called an ”iPhone.”

This, I think, would qualify as a rumour in most people’s definitions, though it didn’t include “leaked prototypes”.

But back to this Davidson piece, which might have been more insightful than the NYT’s one or even Beattie’s…

In hindsight, Davidson’s piece was both prescient of what would actually happen and telling in what didn’t happen. He talked about satellite radio, Plays for Sure, and WiMAX none of which panned out as planned. Also, Davidson surmised some things about Apple’s “content play” which were both less ambitious and more impactful (on Apple’s bottomline) than what actually happened. Apple’s 2007 move against DRM might have been surprising to the 2005 Davidson. And it’s funny to think back to an era when high prices for flash storage made it prohibitive to build a mobile device… ;-)

Basically, though, Davidson was speculating about an integrated device which would replace several devices at once:

It won’t be long before the cell phone is your camera, your music player, your organizer, your portable web client, your remote control, and your digital wallet

[We could argue about Android’s NFC play being closer to the digital wallet ideal than Apple’s passbook. The other parts are closer to a Treo anyway…]

In the abstract at least (and in Steve Jobs’s way of describing it), the iPhone has been this integrated communicating device about which people had been talking for years. So, kudos to Mike Davidson for predicting this a while in advance. He was neither the first nor the last, but he painted an interesting portrait.

Now, there are other parts to this story, I think. Given the fact that work on what would become iOS devices (iPad first, we’re told) hadn’t begun when Charles Wolf told the New York Times about a device called “iPhone” internally at Apple, I get the impression that the rumours predated much of the actual development work leading to the device. Speculation happened later still. It seems to relate to a number of things demonstrated by STS generally and SCOT specifically. Namely that technological development is embedded in a broader social process.

I also find interesting some side notions in all of these pieces. For instance, ideas about the impact the device might have on people’s usage. Or the fact that the move from the Treo to the iPhone ends up being quite significant, in retrospect. Even Davidson’s points about headphones and retail stores seem to relate to current things. So does the existence of the iPod touch and Apple TV in Apple’s lineup, addressing Mayfield and Cringely, respectively.

I also end up reflecting upon the shift from the “digital hub” strategy (peaking around 2007 or so) to the one revealed with iCloud, “Back to the Mac” and, yes, even Apple Maps. Dediu devotes much time to his mentor Clay Christensen’s notion of “disruptive innovation” and spent part of this latest Critcal Path episode talking about the risks behind Apple not being disruptive enough.

All of this makes me think…

Not that I have a very clear idea of what might happen but, recently, I’ve been thinking about the broader picture. Including the Maps kerfuffle. The importance of social disruption. Apple’s financial state and market presence. The so-called “Post-PC” era in relation to other “post-” notions (post-industrialism, post-colonialism, post-nationalism, post-modernism…). The boring nature of the Google/Apple conflict. The recent financial crisis. The tech world’s emphasis on Apple. The future of academia and education. The iconicity of Steve Jobs…

As Mike Wesch has been saying:

We’ll need to rethink a few things…

Concierge-Style Service

Disclaimer: This is one of those blogposts in which I ramble quite a bit. I do have a core point, but I take winding roads around it. It’s also a post where I’m consciously naïve, this time talking about topics which may make economists react viscerally. My hope is that they can get past their initial reaction and think about “the fool’s truth”.

High-quality customer service is something which has a very positive effect, on me. More than being awed by it, I’m extremely appreciative for it when it’s directed towards me and glad it exists when other people take advantage of it.

And I understand (at least some of) the difficulties of customer service.

Never worked directly in customer service. I do interact with a number of people, when I work (teaching, doing field research, working in restaurants, or even doing surveys over the phone). And I’ve had to deal with my share of “difficult customers”, sometimes for months at a time. But nothing I’ve done was officially considered customer service. In fact, with some of my work, “customer service” is exactly the opposite of “what the job is about”, despite some apparent similarities.

So I can only talk about customer service as a customer.

As job sectors go, customer service is quite compatible with a post-industrial world. At the end of the Industrial Revolution, jobs in the primary and secondary sectors have decreased a lot in numbers, especially in the wealthiest parts of the World. The tertiary sector is rapidly growing, in these same contexts. We may eventually notice a significant move toward the quaternary sector, through the expansion of the “knowledge society” but, as far as I know, that sector employs a very small proportion of the active population in any current context.

Point is, the service sector is quite big.

It’s also quite diverse, in terms of activities as well as in terms of conditions. There are call centres where working conditions and salaries are somewhat comparable to factory work (though the latter is considered “blue collar” and the former “white collar”). And there are parts of the service industry which, from the outside, sound quite pleasant.

But, again, I’m taking the point of view of the customer, here. I really do care about working conditions and would be interested in finding ways to improve them, but this blogpost is about my reactions as someone on the other side of the relationship.

More specifically, I’m talking about cases where my satisfaction reaches a high level. I don’t like to complain about bad service (though I could share some examples). But I do like to underline quality service.

And there are plenty of examples of those. I often share them on Twitter and/or on Facebook. But I might as well talk about some of these, here. Especially since I’m wrapping my head about a more general principal.

A key case happened back in November, during the meetings of the American Anthropological Association, here in Montreal. Was meeting a friend of mine at the conference hotel. Did a Foursquare checkin there, while I was waiting, pointing out that I was a local. Received a Twitter reply from the hotel’s account, welcoming me to Montreal. Had a short exchange about this and was told that “if my friend needs anything…” Went to lunch with my friend.

Among the topics of our conversation was the presentation she was going to give, that afternoon. She was feeling rather nervous about it and asked me what could be done to keep her nervousness under control. Based on both personal experience and rumours, I told her to eat bananas, as they seem to help in relieving stress. But, obviously, bananas aren’t that easy to get, in a downtown area.

After leaving my friend, I thought about where to get bananas for her, as a surprise. Didn’t remember that there was a supermarket, not too far from the hotel, so I was at a loss. Eventually went back to the hotel, thinking I might ask the hotel staff about this. Turns out, it would have been possible to order bananas for my friend but the kitchen had just closed.

On a whim, I thought about contacting the person who had replied to me through the hotel’s Twitter account. Explained the situation, gave my friend’s room number and, within minutes, a fruit basket was delivered to her door. At no extra charge to me or to my friend. As if it were a completely normal thing to do, asking for bananas to be delivered to a room.

I’m actually not one to ask for favours, in general. And I did feel strange asking for these bananas. But I wanted to surprise my friend and was going to pay for the service anyway. And the “if she needs anything” message was almost a dare, to me. My asking for bananas was almost defiant. “Oh, yeah? Anything? How about you bring bananas to her room, then?” Again, I’m usually not like this but exchanges like those make me want to explore the limits of the interaction.

And the result was really positive. My friend was very grateful and I sincerely think it helped her relax before her presentation, beyond the effects of the bananas themselves. And it titillated my curiosity, as an informal observer of customer service.

Often heard about hotel concierges as the model of quality in customer service. This fruit basket gave me a taster.

What’s funny about «concierges» is that, as a Québécois, I mostly associate them with maintenance work. In school, for instance, the «concierge» was the janitor, the person in charge of cleaning up the mess left by students. Sounds like “custodian” (and “custodial services”) may be somewhat equivalent to this meaning of «concierge», among English-speaking Canadians, especially in universities. Cleaning services are the key aspect of this line of work. Of course, it’s important work and it should be respected. But it’s not typically glorified as a form of employment. In fact, it’s precisely the kind of work which is used as a threat to those whose school performance is considered insufficient. Condescending teachers and principals would tell someone that they could end up working as a «concierge» (“janitor”) if they didn’t get their act together. Despite being important, this work is considered low-status. And, typically, it has little to do with customer service, as their work is often done while others are absent.

Concierges in French apartment buildings are a different matter, as they also control access and seem to be involved in collecting rent. But, in the “popular imagination” (i.e., in French movies), they’re not associated with a very high quality of service. Can think of several concierges of this type, in French movies. Some of them may have a congenial personality. But I can’t think of one who was portrayed as a model of high-quality customer service.

(I have friends who were «concierges» in apartment buildings, here in Montreal. Their work, which they did while studying, was mostly about maintenance, including changing lightbulbs and shovelling snow. The equivalent of “building superintendent”, it seems. Again, important but devalued work.)

Hotel concierges are the ones English-speakers think of when they use the term. They are the ones who are associated with high-quality (and high-value) customer service. These are the ones I’m thinking about, here.

Hotel concierges’ “golden keys” («Clefs d’or») are as much of a status symbol as you can get one. No idea how much hotel concierges make and I’m unclear as to their training and hiring. But it’s clear that they occupy quite specific a position in the social ladder, much higher than that of school janitors or apartment concierges.

Again, I can just guess how difficult their work must be. Not only the activities themselves but the interactions with the public. Yet, what interests me now is their reputation for delivering outstanding service. The fruit basket delivered to my friend’s door was a key example, to me.

(I also heard more about staff in luxury hotels, in part from a friend who worked in a call centre for a hotel with an enviable reputation. The hospitality industry is also a central component of Swiss culture, and I heard a few things about Swiss hotel schools, including Lausanne’s well-known EHL. Not to mention contacts with ITHQ graduates. But my experience with this kind of service in a hotel context is very limited.)

And it reminds me of several other examples. One is my admiration for the work done by servers in a Fredericton restaurant. The food was quite good and the restaurant’s administration boasts their winelist. But the service is what gave me the most positive feeling. Those service were able to switch completely from treating other people like royalty to treating me like a friend. These people were so good at their job that I discussed it with some of them. Perhaps they were just being humble but they didn’t even seem to realize that they were doing an especially good job.

A similar case is at some of Siena’s best restaurants, during a stay with several friends. At most places we went, the service was remarkably impeccable. We were treated like we deserved an incredible amount of respect, even though we were wearing sandals, shorts, and t-shirts.

Of course, quality service happens outside of hotels and restaurants. Which is why I wanted to post this.

Yesterday, I went to the “Genius Bar” at the Apple Store near my university campus. Had been having some issues with my iPhone and normal troubleshooting didn’t help. In fact, I had been to the same place, a few months ago, and what they had tried hadn’t really solved the problem.

This time, the problem was fixed in a very simple way: they replaced my iPhone with a new one. The process was very straightforward and efficient. And, thanks to regular backups, setting up my replacement iPhone was relatively easy a process. (There were a few issues with it and it did take some time to do, but nothing compared to what it might have been like without cloud backups.)

Through this and previous experiences with the “Genius Bar“, I keep thinking that this service model should be applied to other spheres of work. Including healthcare. Not the specifics of how a “Genius Bar” works. But something about this quality of service, applied to patient care. I sincerely think it’d have a very positive impact on people’s health.

In a way, this might be what’s implied by “concierge medicine”: personalized healthcare services, centred on patients’ needs. But there’s a key difference between Apple’s “Genius Bar” and “concierge medicine”: access to the “Genius Bar” is open to all (customers of Apple products).

Sure, not everyone can afford Apple products. But, despite a prevailing impression, these products are usually not that much more expensive than those made by competitors. In fact, some products made by Apple are quite competitive in their market. So, while the concierge-style services offered by the “Genius Bar” are paid by Apple’s customers, costing those services as even the totality of the “Apple premium” might reveal quite decent a value proposition.

Besides, it’s not about Apple and it’s not really about costs. While Apple’s “Genius Bar” provided my inspiration for this post, I mostly think about quality of service, in general. And while it’s important for decision-makers to think about the costs involved, it’s also important to think about what we mean by high quality service.

One aspect of concierge-style service is that it’s adapted to specific needs. It’s highly customized and personalized, the exact opposite of a “cookie-cutter” approach. My experience at BrewBakers was like that: I was treated the way I wanted to be treated and other people were treated in a very different way. For instance, a server sat besides me as I was looking at the menu, as if I had been a friend “hanging out” with them, and then treated some other customers as if they were the most dignified people in the world. Can’t say for sure the other people appreciated it (looked like they did), but I know it gave me a very warm feeling.

Similar thing at the “Genius Bar”. I could hear other people being treated very formally, but every time I went I was treated with the exact level of informality that I really enjoy. Perhaps more importantly, people’s technology skills are clearly taken into account and they never, in my experience, represent a basis for condescension or for misguided advice. In other words, lack of knowledge of an issue is treated with an understanding attitude and a customer’s expertise on an issue is treated with the exact level of respect it deserves. As always, YMMV. But I’m consistently struck by how appropriately “Genius Bar” employees treat diverse degrees of technological sophistication. As a teacher, this is something about which I care deeply. And it’s really challenging.

While it’s flexible and adaptable, concierge-style service is also respectful, no matter what. This is where our experiences in Siena were so striking. We were treated with respect, even though we didn’t fit the “dress code” for any of these restaurants. And this is a city where, in our observations, people seemed to put a lot of care in what they wore. It’s quite likely that we were judged like annoying tourists, who failed to understand the importance of wearing a suit and tie when going to a “classy” restaurant. But we were still welcomed in these establishments, and nothing in the service made us perceive negatively judged by these servers.

I’ve also heard about hotel staff having to maintain their dignity while coping with people who broke much more than dress codes. And this applies whether or not these people are clients. Friends told me about how the staff at a luxury hotel may deal with people who are unlikely to be customers (including homeless people). According to these friends, the rule is to treat everyone with respect, regardless of which position in the social ladder people occupy. Having noticed a few occasions where respectful treatment was applied to people who are often marginalized, it gives me some of the same satisfaction as when I’m treated adequately.

In other words, concierge-style service is appropriate, “no matter what”. The payoff may not be immediately obvious to everyone, but it’s clearly there. For one thing, poor-quality service to someone else can be quite painful to watch and those of us who are empathetic are likely to “take our business elsewhere” when we see somebody else being treated with disrespect. Not to mention that a respectful attitude is often the best way to prevent all sorts of negative situations from happening. Plus, some high-status people may look like low-status ones in certain of these situations. (For instance, friend working for a luxury hotel once commented on some celebrities looking like homeless people when they appeared at the hotel’s entrance.)

Concierge-style service is also disconnected from business transactions. While the money used to pay for people providing concierge-style service comes from business transactions, this connection is invisible in the service itself. This is similar to something which seems to puzzle a number of people I know, when I mention it. And I’m having a hard time explaining it in a way that they understand. But it’s quite important in the case of customer service.

At one level, you may call it an illusion. Though people pay for a service, the service is provided as if this payment didn’t matter. Sure, the costs associated with my friend’s fruit basket were incurred in the cost of her room. But neither of us saw that cost. So, at that level, it’s as if people were oblivious to the business side of things. This might help explain it to some people, but it’s not the end of it.

Another part has to do with models in which the costs behind the service are supported by a larger group of people, for instance in the ad-based model behind newspapers and Google or in the shared costs model behind insurance systems (not to mention public sectors programs). The same applies to situation where a third-party is responsible for the costs, like parents paying for services provided to their children. In this case, the separation between services and business transactions is a separation between roles. The same person can be beneficiary or benefactor in the same system, but at different times. Part of the result is that the quality of the service is directed toward the beneficiary, even though this person may not be directly responsible for the costs incurred by this service. So, the quality of a service offered by Google has to do with users of that service, not with Google’s customers (advertisers). The same thing applies to any kind of sponsorship and can work quite well with concierge-level quality of service. The Apple Store model is a bit like this, in that Apple subsidizes its stores out of its “own pocket”, and seems to be making a lot of money thanks to them. It may be counterintuitive, as a model, and the distinction between paying for and getting a service may sound irrelevant. But, from the perspective of human beings getting this kind of service, the difference is quite important.

At another level, it’s a matter of politeness. While some people are fine talking financials about any kind of exchange, many others find open discussion of money quite impolite. The former group of people may find it absurd but some of us would rather not discuss the specifics of the business transactions while a service is given. And I don’t mean anything like the lack of transparency of a menu with no price, in a very expensive restaurant. Quite the contrary. I mean a situation where everybody knows how much things cost in this specific situation, but discussion of those costs happens outside of the service itself. Again, this may sound strange to some, but I’d argue that it’s a characteristic of concierge-style service. You know how much it costs to spend a night at this hotel (or to get a haircut from this salon). But, while a specific service is provided, these costs aren’t mentioned.

Another component of this separation between services and their costs is about “fluidity”. It can be quite inefficient for people to keep calculating how much a service costs, itemized. The well-known joke about an engineer asked to itemize services for accounting purposes relates to this. In an industrial context, every item can have a specific cost. Applying the same logic to the service sector can lead to an overwhelming overhead and can also be quite misleading, especially in the case of knowledge and creative work. (How much does an idea cost?) While concierge-style service may be measured, doing so can have a negative impact on the service itself.

Some of my thinking about services and their costs has to do with learning contexts. In fact, much of my thinking about quality of service has to do with learning, since teaching remains an important part of my life. The equation between the costs of education and the learning process is quite complex. While there may be strong correlations between socioeconomic factors and credentials, the correlation between learning and credential is seems to be weaker and the connection between learning and socioeconomic factors is quite indirect.

In fact, something which is counterintuitive to outsiders and misconstrued to administrators at learning institutions is the relationship between learning and the quality of the work done by a teacher. There are many factors involved, in the work of a teacher, from students’ prior knowledge to their engagement in the learning process, and from “time on task” to the compatibility between learning and teaching methods. It’s also remarkably difficult to measure teaching effectiveness, especially if one is to pay more than lipservice to lifelong learning. Also, the motivations behind a teacher’s work rarely have much to do with such things as differential pay. At the very least, it’s clear that dedicated teachers spend more time than is officially required, and that they do so without any expectation of getting more money. But they do expect (and often get) much more than money, including the satisfaction of a job well done.

The analogy between teaching and concierge services falls down quickly if we think that concierges’ customers are those who use their services. Even in “for-profit” schools, the student-teacher relationship has very little to do with a client-business relationship. Those who “consume” the learning process are learners’ future employers or society as a whole. But students themselves aren’t “consuming teaching”, they’re learning. Sure, students often pay a portion of the costs to run educational institutions (other costs being covered by research activities, sponsorships, government funding, alumni, and even parents). But the result of the learning process is quite different from paying for a service. At worst, students are perceived as the “products” of the process. At best, they help construct knowledge. And even if students are increasingly treated as if they were customers of learning institutions (including publicly-funded ones), their relationship to teachers is quite distinct from patronage.

And this is one place for a connection between teachers and concierges, having to do with the separation between services and their fees: high quality service is given by concierges and teachers beyond direct financial incentives to do so. Even if these same teachers and concierges are trying to get increased wages, the services they provide are free of these considerations. Salary negotiations are a matter between employers and employees. Those who receive services are customers of the employers, not the employees. There’d be no reason for a concierge or teacher to argue with customers and students about their salaries.

In a way, this is almost the opposite of “social alienation”. In social sciences. “alienation” refers to a feeling of estrangement often taking place among workers whose products are consumed by people with whom they have no connection. A worker at a Foxconn factory may feel alienated from the person who will buy the Dell laptop on which she’s working. But service work is quite distinct from this. While there may be a huge status differential between someone getting a service and the person providing it and there can be a feeling of distance, the fact that there’s a direct connection between the two is quite significant. Even someone working at a call centre in India providing technical support to a high-status customer in the US  is significantly different from the alienated factory worker. The direct connection between call centre employee and customer can have a significant impact on both people involved, and on the business behind the technical support request.

And, to a large extent, the further a person working in customer service is from the financial transaction, the higher the quality of the service.

Lots has been said about Zappos and about Nordstrom. Much of that has to do with how these two companies’ approaches to customer service differ from other approaches (for instance, avoiding scripts). But there might be a key lesson, here, in terms of distancing the service from the job. The “customers are always right” ethos doesn’t jive well with beancounting.

So, concierge-style service is “more than a job”.

Providing high-quality service can be highly stimulating, motivating, and satisfying. Haven’t looked at job satisfaction levels among these people, but I wouldn’t be surprised if they were quite high. What managers seem to forget, about job satisfaction, is that it has an impact beyond employee retention, productivity, and reputation. Satisfying jobs have a broad impact on society, which then impacts business. Like Ford paying high wages for his workers, much of it has to do with having a broader vision than simply managing the “ins and outs” of a given business. This is where Hanifan’s concept of social capital may come into play. Communities are built through such things as trust and job satisfaction.

Again, these aren’t simple issues. Quality customer service isn’t a simple matter of giving people the right conditions. But its effect are far-reaching.

It’s interesting to hear about “corporate concierge services” offered to employees of certain businesses. In a way, they loop back the relationship between high-quality service and labour. It sounds like corporate concierges can do a lot to enhance a workplace, even  making it more sustainable. I’d be curious to know more about them, as it sounds like they might have an interesting position with regards to the enterprise. I wouldn’t be surprised if their status were separate from that of regular employees within the business.

And, of course, I wish I were working at a place where such services were available. Sounds like those workplaces aren’t that uncommon. But having access to such services would be quite a privilege.

Thing is, I hate privilege, even when I’m the one benefitting from it. I once quipped that I hated library privileges, because they’re unequally distributed. The core of this is that I wish society were more equal. Not by levelling down everything we have, but by providing broader access to resources and services.

A key problem with concierge-style services is that access to them tends to be restricted. But it doesn’t sound like their costs are the only factor for this exclusiveness. In a way, concierge-level service may not be that much more expensive than standard service. It might be about concierge-style services being a differentiating factor, but even that doesn’t imply that it should be so restricted.

I’d argue that the level of quality of service that I’ve been describing (and rambling on about) can be found in just about any context. I’ve observed the work of librarians, gas station attendants, police officers, street vendors, park rangers, and movers who provided this level of service. While it may difficult to sustain high-quality service, it does scale and it does seem to make life easier for everyone.

Activism and Journalism

In yesterday’s “Introduction to Society” class, we discussed a number of things related to activism, journalism, labour issues, and even Apple and Foxconn (along with slacktivism, Kony 2012, mass media, moral entrepreneurs, and Wal-Mart).

This discussion was sparked, in part, from a student’s question:

What good are the finding the sociologists obtain if the sociologists themselves are passive to the issues observed?

Very good question, and I feel that the discussion we’ve had in class scratched the surface of the issue.

My response could have related to my current work, which I have mentioned in class on several occasions. These days, an important part of my work outside of the Ivory Tower has to do with community organizations. More specifically, I do fieldwork for Communautique, whose mission is to:

Support civic participation by promoting information literacy, appropriation of information and communications technologies and contribution to their development.

Though I’m no activist, I see a clear role for activism and my work directly supports a form of activism. The goal here is social change, toward increased participation by diverse citizens. Thankfully, this is no “us/them” campaign. There’s no demonization, here. Many of us may disagree on a course of action, but inclusion, not confrontation, is among this work’s main goals.

I sincerely think that my work, however modest, may have a positive impact. Not that I delude myself into thinking that there’s a “quick fix” to problems associated with social exclusion. But I see a fairly clear bifurcation between paths and I choose one which might lead to increased inclusiveness.

I didn’t talk about my work during out classroom discussion. Though I love to talk about it, I try to make these discussions as interactive as possible. Even when I end up talking more than anybody else, I do what I can not to lead the discussion in too specific a direction. So, instead of talking about Communautique, we talked about Foxconn. I’m pretty sure I brought it up, but it was meant as a way to discuss a situation with which students can relate.

Turns out, there was an ideal case to discuss many of these themes. Here’s a message about this case that I just sent to the class’s forum:

Some of you might have heard of this but I hadn’t, before going to class. Sounds to me like it brings together several points we’ve discussed yesterday (activism, journalism, message dissemination, labour conditions, Foxconn, Apple…). It also has a lot to do with approaches to truth, which do tend to differ.

 

So… An episode of This American Life about Foxconn factories making Apple products contained a number of inaccurate things, coming from Mike Daisey, a guy who does monologues as stage plays. These things were presented as facts (and had gone through an elaborate “factchecking” process) and Daisey defends them as theatre, meant to make people react.

 

Here’s a piece about it, from someone who was able to pinpoint some inaccuracies: “An acclaimed Apple critic made up the details”.

 

The retraction from the team at This American Life took a whole show, along with an apparently difficult blogpost.

Interesting stuff, if you ask me. Especially since people might argue that the whole event may negatively impact the cause. After all, the problems of factory workers in China may appeal to more than people’s quickest emotional responses. Though I’m a big fan of emotions, I also think there’s an opportunity to discuss these issues thoughtfully and critically. The issue goes further than Apple or even Foxconn. And it has a lot to do with Wallerstein’s “World Systems Theory”.

 

Anyhoo… Just thought some of you may be interested.