"Understand the user's motivation: 'You have to understand the selfish
user' - user #1 has to find the system useful or you won't get user #2.
Systems that only become useful when lots of people are using them
usually fail, because there's no incentive for people to contribute
themselves. The real trick is to make the user base you have want to
invite more people in to the system. Manage your effort - be careful
where you spend your efforts. Don't waste time building features nobody
uses." This speaks directly to Workspace. If it isn't useful/popular
before we roll out collaboration, we can't expect it to become popular
"The features you put in are as important as the ones you leave out.
There's no 'send a note' in del.icio.us feature because e-mail already
exists. I don't add features that are available elsewhere e.g.
messaging." Explains why the Send to a Friend feature on our NetNotes
is never clicked. People already know how to forward e-mail.
"Measure behavior rather than claims. del.icio.us doesn't have [link
ratings] because why would you bookmark something that was no good?
This way people bookmark things that they really care about rather than
trying to tell the system things." Say's we're on the right track now,
and that any popularity-based ratings should not require explicit
rating of links.
"With tags, people ask for 'A and B and NOT C or D' - but less than 1%
of queries even use more than a single tag." Something to consider in
our tag search plans.
"Tagging is mostly user interface - a way for people to recall things,
what they were thinking about when they saved it. Fairly useful for
recall, OK for discovery, terrible for distribution (where publishers
add as many tags as possible to get it in lots of boxes). Automatic
tags lose a lot - doesn't help the user really achieve their goals.
That's why the 'add to del.icio.us' badges don't let you suggest tags."
Interesting, since our tagging plans run precisely counter to this.
"Make sure the URLs follow the path of the site. DON'T include session
data, drop ugly details that are to do with the system, not the user
(.php, .aspx, ?, &, etc.) URLs are prime real estate - respect
them." Our sites are particularly awful about this.
"Aggregation is often a focus of attention (latest, most active, etc.)
As the population gets larger, the bias drifts; del.icio.us/popular
becomes less interesting to the original community members. Work out
ways to let the system fragment in to different areas of attention.
'Spam is attention theft' - that's one of the reasons del.icio.us
doesn't have a top 10 links of all time - it's an attractive nuisance."
Something to consider as we design popularity-based features and lists.
"You have to speak the user's language. 'Bookmarks' are what you call
them if you use Netscape of Firefox - most users these days know the
term 'favorite' instead. Half of his population (? users) didn't know
what a bookmark was." Makes me nervous about Workspace and Project as
feature names. What exactly do they mean to our user base?
Jay Garmon has a vast and terrifying knowledge of all things obscure, obtuse, and irrelevant. One day, he hopes to write science fiction, but for now he'll settle for something stranger -- amusing and abusing IT pros. Read his full profile. You can also follow him on his personal blog.