Part II: Designing Behavior and Form in Java

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Part II: Designing Behavior and Form
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In a manual system, when the clerk s friend from the sales force calls on the phone and explains that getting the order processed speedily means additional business, the clerk can expedite that one order. When another order comes in with some critical information missing, the clerk can go ahead and process it, remembering to acquire and record the information later. This flexibility is usually absent from automated systems. In most computerized systems, there are only two states: nonexistence or fullcompliance. No intermediate states are recognized or accepted. In any manual system, there is an important but paradoxical state unspoken, undocumented, but widely relied upon of suspense, wherein a transaction can be accepted although still not being fully processed. The human operator creates that state in his head or on his desk or in his back pocket. For example, a digital system needs both customer and order information before it can post an invoice. Whereas the human clerk can go ahead and post an order in advance of detailed customer information, the computerized system will reject the transaction, unwilling to allow the invoice to be entered without it. The characteristic of manual systems that lets humans perform actions out of sequence or before prerequisites are satisfied is called fudgeability. It is one of the first casualties when systems are computerized, and its absence is a key contributor to the inhumanity of digital systems. It is a natural result of the implementation model. Programmers don t see any reason to create intermediate states because the computer has no need for them. Yet there are strong human needs to be able to bend the system slightly. One of the benefits of fudgeable systems is the reduction of mistakes. By allowing many small temporary mistakes into the system and entrusting humans to correct them before they cause problems downstream, we can avoid much bigger, more permanent mistakes. Paradoxically, most of the hard-edged rules enforced by computer systems are imposed to prevent just such mistakes. These inflexible rules cast the human and the software as adversaries, and because the human is prevented from fudging to prevent big mistakes, he soon stops caring about protecting the software from really colossal problems. When inflexible rules are imposed on flexible humans, both sides lose. It is invariably bad for business to prevent humans from doing what they want, and the computer system usually ends up having to digest invalid data anyway. In the real world, both missing information and extra information that doesn t fit into a standard field are important tools for success. Information-processing systems rarely handle this real-world data. They only model the rigid, repeatable data
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12: Designing Good Behavior
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portion of transactions, a sort of skeleton of the actual transaction, which may involve dozens of meetings, travel and entertainment, names of spouses and kids, golf games, and favorite sports figures. Maybe a transaction can only be completed if the termination date is extended two weeks beyond the official limit. Most companies would rather fudge on the termination date than see a million-dollar deal go up in smoke. In the real world, limits are fudged all the time. Considerate products need to realize and embrace this fact.
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Too many interactive products take the attitude: It isn t my responsibility. When they pass a job along to some hardware device, they wash their hands of the action, leaving the stupid hardware to finish up. Any user can see that the software isn t being considerate or conscientious, that the software isn t shouldering its part of the burden for helping the user become more effective. In a typical print operation, for example, an application begins sending the 20 pages of a report to the printer and simultaneously puts up a print process dialog box with a Cancel button. If the user quickly realizes that he forgot to make an important change, he clicks the Cancel button just as the first page emerges from the printer. The application immediately cancels the print operation. But unbeknownst to the user, while the printer was beginning to work on page 1, the computer has already sent 15 pages into the printer s buffer. The application cancels the last five pages, but the printer doesn t know anything about the cancellation; it just knows that it was sent 15 pages, so it goes ahead and prints them. Meanwhile, the application smugly tells the user that the function was canceled. The application lies, as the user can plainly see. The user isn t very sympathetic to the communication problems between the application and the printer. He doesn t care that the communications are one-way. All he knows is that he decided not to print the document before the first page appeared in the printer s output basket, he clicked the Cancel button, and then the stupid application continued printing for 15 pages even though he acted in plenty of time to stop it. It even acknowledged his Cancel command. As he throws the 15 wasted sheets of paper in the trash, he growls at the stupid application. Imagine what his experience would be if the application could communicate with the print driver and the print driver could communicate with the printer. If the software were smart enough, the print job could easily have been abandoned before the second sheet of paper was wasted. The printer certainly has a Cancel function it s just that the software was built to be too indolent to use it.
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