Face-to-Face v the Web from Gerry McGovern
One of the industry maxims that pervades our information space is the one that face-to-face is always a superior communication channel to the cold hard interface of a web browser. And it makes sense, with the vast majority of any message being non-verbal we’re always going to get more out of dealing with a human being than plugging away on some keyboard like a frantic lunatic. The channel richness argument has been espoused in so many different directions that we’re simply not used to questioning it…
Gerry McGovern poses a very good argument based on real life experiences in his recent article When online is better than face-to-face. In fact, as any good expert will tell any layman about anything important – the answer is it depends. Sometimes face-to-face is better, and sometimes its the computer interface.
In Gerry’s example, he urgently needed to fly his family across the country and their tickets hadn’t been processed so how were they going to make it? Repeated requests to the human-interface airline employees failed to obtain any tickets – they were told none could be obtained. Then Gerry got online and purchased the tickets via the Web in a round-a-bout way and at some expense, but the tickets were obtained. He asks, which was better in that context? The human interface, or the web interface?
So don’t let anybody tell you that your job as a web designer is making second rate interaction solutions in some less real version of the work world. You create experiences. You create the tools which allow people to create experiences. Taking that to heart, how will that new knowledge affect the way you design for that user? There’s a question for you… because that user is looking for an expedient solution, not necessarily the prettiest one or the one with bells and whistles.
The real trick with interface design is understanding the motives, abilities and context of that user. When does your website offer an advantage? That’s its purpose, by the way. Run with it.
