As customers or service users, our past experiences and our beliefs about a company, its support, products and services are frequently more important than the present actualities. Why? Because it’s what we believe to be true that drives our decisions, rather than what is actually true.
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Featuring...
    One of the largest barriers to our own understanding of ourselves is that we don’t actually understand what we are. The human brain is – at once – a ferociously complex, and an extremely simple thing. We understand how all the parts function individually, but that helps us understand the brain about as much as understanding a transistor helps you build a colour television. I put it to you that it cannot. Not that it will not, but that it is actually unable to do so. Whatever happened to community conventions? There are definitely people who are early-adopters of a product, idea, technology or service and there are people who are not. What there isn’t, is a clear division between the two, and being an early-adopter doesn’t necessarily mean what you think it means. Okay, let’s take a look and compare Second Life to First Life. Firstly, everyone’s sex-obsessed. Every single user has sex just about as often as possible. A few just about several times per day, every day. It’s said that the Inuit have an unusually large number of words for snow. This is actually not true, and we’ll file it under the things that Everybody Knows but that aren’t correct. The implication is that the Inuit have been so heavily involved with snow that they’ve developed a whole bunch of specialist terms that do not exist in other languages. Actually, English has about the same number of terms for snow as the Inuit do, because various English-speakers are just as heavily involved in snow. So, why are there so many specialized words and terms? Not just for snow, but for pretty much everything? The thing about rules is that rules don’t sort out bad behaviour. Not even remotely. If they did, hardly anyone would break a speed limit or park illegally. While known under a variety of different names in different businesses and industries over the last decade, the ‘zot’ is an increasingly popular business and workpower metric, particularly in software development. While the zot is a highly variable sort of unit, its relationship to overall development costs and resources is actually quite specific. 
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