Presented at the SOAP conference in Krakow, Poland, 8 October 2015: www.soapconf.com "Wicked Problems” are problems that are difficult or impossible to solve because of incomplete, contradictory, and changing requirements that are often difficult to recognize. In addition, complex interdependencies make it so that the effort to solve one aspect of a wicked problem may reveal or create other problems. Content managers must face these sorts of problems flexibly. Nemetics is a methodology developed by a process engineer in India, working with an international team, based on NEME, a play on the term MEME, and an acronym for Notice, Engage, Mull, Exchange. It is also an attitude, a way of seeing, and a way of collaborating. Nemetics is a kind of complexity science, based on studying interactions between the events that take place around us, the behaviours of human beings and of systems that initiate any event, and the intentions and beliefs that lead to particular behaviours. In this presentation, we look at a simple way to apply Nemetics to the wicked problems we find in technical communication.

1. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Complexity, Nemetics, and
WickedTech Comm
Ray
Gallon

2. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
http://images.gizmag.com/gallery_lrg/
8689_22010841147_2.jpg
http://www.electronicproducts.com/uploadedImages/Analog_Mixed_Signal_ICs/
Communications/Innovega%20Contact%20Lenses%201.jpg
Milk is getting staleYou’ve used a lot of
electricity this week
Change the filter in
your furnace
Embedded Wearable
IoT Connected
Assisted Reality A Not So
Future Scenario

3. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Problem: We Need to Deliver Kanban Information
Give
the
user:
All
the
information
s/he
needs
Only
the
information
s/he
needs.
When
s/he
needs
it
Must
be
embedded
so
that:
Findable
immediately
If
not
needed,
stays
out
of
the
way.
http://www.theleanman.com/FileUpload/Supermarket.jpg

4. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
http://images.gizmag.com/gallery_lrg/
8689_22010841147_2.jpg
http://www.electronicproducts.com/uploadedImages/Analog_Mixed_Signal_ICs/
Communications/Innovega%20Contact%20Lenses%201.jpg
Milk is getting staleYou’ve used a lot of
electricity this week
Change the filter in
your furnace
Embedded Wearable
IoT Connected
Assisted Reality A Not So
Future Scenario
We don’t know the user’s context
• Where?
• When?
• With whom?
• Connected to what?
• Using what display?
• Using what controls?
• …

5. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
MobileVideo App
Predict the context!

6. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
A Case of ‘Wicked’ Problems
Problems
that
are
difficult
or
impossible
to
solve
because
of
incomplete,
contradictory,
and
changing
requirements
that
are
often
difficult
to
recognize.
In
addition,
complex
interdependencies
make
it
so
that
the
effort
to
solve
one
aspect
of
a
wicked
problem
may
reveal
or
create
other
problems.

7. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
We Must Accept Uncertainty!

8. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
BUT if the user gets lost,
does s/he have a map to
find the way back?
Extrait
de
l’atlas
catalan,
école
majorquine,
ca.
1375
Bibliothèque
Nationale
de
?

9. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
It
requires
a
significant
vision
that
impels
us
to
organize
reality…
...
in
order
to
propose
a
coherent
project
that
improves
peoples’
lives
Leadership: Solving Wicked Problems Needs
MoreThan Resource Management
Another Way of Seeing!

10. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
EachTask a Hologram for the
Kanban Process
Iteration
Timeliness
Relevance
Usability
Findability

11. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Emerging from Chaos
Complex
problems
are
entanglements
of
many
simple
threads.
They
can
seem
chaotic.
Order
emerges
from
chaos
in
its
own
way.
This
might
not
necessarily
be
positive.
Our
job
is
to
reiteratively
help
users
find
positive,
constructive
emergences
from
complexity.
Our
primary
tool
for
doing
this
is
a
combination
of
psychology,
linguistics,
and
socio-­‐
anthropology…
We don’t “solve” wicked problems!

12. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Meme: an idea, behaviour or style that
spreads from person to person within a culture.
Biologist Richard Dawkins:
“a unit of cultural transmission, or a unit of
imitation…
a piece of thought copied from person to person.”
like a gene in biology!
Source: http://en.wikipedia.org/wiki/Meme
Nemetics: From Meme to Neme

13. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Nemetics: From Meme to Neme
Sources: Graingered Hubpages, Sparkling Insights Blog
NEME:
acronym
for
the
fractal
learning
process
of
Complex
Adaptive
Systems:
Notice
(seeing)
Engage
(feeling)
Mull
(thinking)
Exchange
(dong)
Genes
are
replicators
in
physical
space
Memes
in
cognitive
space
Nemes
in
complex
adaptive
space

14. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Nemetics: From Meme to Neme
Objectives
of
Nemetics:
Provide
a
Leadership
decision
framework
to
resolve
‘wicked
problems’
and
improve
performance.
Act
as
a
discovery
tool
to
make
sense
of
reality
view
it
in
terms
of
interactions
&
emergence
to
help
us
strategize.
Be
a
design
tool
to
improve
any
particular
situation
in
life.
It
might
be
personal,
organizational
or
technical.
Act
as
an
enabler
to
observe
one’s
own
thinking
process
enabling
possible
change
in
individual
and
collective
consciousness.
Sources: Graingered Hubpages, Sparkling Insights Blog

15. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Quick Nemetics Review
(somewhat oversimplified)
There’s
more,
but…
The
phases
in
the
NEME
acronym
are
steps
toward
finding
emergences
in
the
midst
of
tangled
complexity
Emergence
=
any
order
that
emerges
out
of
chaos.
An
emergence
can
be
negative.
Notice
EngageMull
Exchange
Source: Graingered Hubpages
An
attitude,
a
way
of
seeing,
and
a
way
of
collaborating
Design
tool
Enabler
of
possible
change
Strategic
discovery
tool
to
make
sense
of
reality
Resolve
"wicked
problems”

16. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Nemetics Applied toTech Comm
Tech
products
are
living,
evolving
entities.
Technological
design
and
evolution
is
an
iterative
process
They
are
constantly
changing
and,
in
general,
become
ever
more
complex
They
are
never
finished
–
they
go
on
until
they,
or
the
company,
dies

17. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
NOTICE
–
emergences
What
succeeded
the
last
time
you
did
something
like
this?
Why?
What
failed?
Why?
What
never
got
used?
Why?
What
don’t
you
know?
Nemetics Applied toTech Comm

18. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
NOTICE
–
discovery
and
primary
analysis
What
real
work
does
the
user
need
to
do
(know
what)?
What
does
s/he
need
to
do
NOW
(know
when)?
How
does
s/he
find
what
s/he
needs
(know
where)?
Which
design
will
deliver
it
best
(know
how)?
What
must
you
provide
so
that
s/he
can
solve
problems,
extrapolate
to
other
tasks,
get
out
of
difficulty
(Know
how,
know
how
to
be)?
Nemetics Applied toTech Comm

19. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
How can we structure all this?
1
2
3
Projection
(actions)
Coordination
(management)
Inspiration
(vision)
Notice:What are we already doing?
Big Ugly
Complex
Task

20. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
ENGAGE
–
understand
the
users’
world
and
act
on
it
(Know
how
to
be,
know
how
to
be
with
others)
Meet
the
users
face
to
face
&
create
user
stories
Understand
user’s
global
process
–
not
just
what
s/he
does
when
interacting
with
your
product:
How
often
is
s/he
interrupted?
What
does
s/he
do
when
interrupted?
How
long
are
these
interruptions?
What
are
the
other
regular
tasks
the
user
does
that
relate
to
use
of
this
product?
Test
with
real
users
and
execute
following
your
conclusions
Nemetics Applied toTech Comm

21. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Stakeholders
Changes
Engage with Stakeholder Accomplishment and Potential

22. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Engage: in Inspiration strategies
CAPABILITY (SKILLS)
WILLINGNESS
(INTENTION)
+
_
+
Doesn’t
know,
doesn’t
want
Terrorist
TOXIC
Knows
but
doesn’t
want
Sleeping Beauty
PASSIVE
Wants
and
Knows
Missionary
COLLABORATOR
Wants
but
doesn’t
know
how
Prisoner
MOTIVATED
ContingencyTheory model: Field, Hersey & Blanchard

23. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Wants
but
doesn’t
know
how
Prisoner
MOTIVATED
Engage: in Inspiration strategies
CAPABILITY (SKILLS)
WILLINGNESS
(INTENTION)
+
_
+
Doesn’t
know,
doesn’t
want
Terrorist
TOXIC
Knows
but
doesn’t
want
Sleeping Beauty
PASSIVE
Wants
and
Knows
Missionary
COLLABORATOR
ContingencyTheory model: Field, Hersey & Blanchard
Delegation
Leadership Persuasion
Participation

24. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Mull
–
deep
analysis,
modeling
and
evaluation
phase
What
have
you
learned
from
your
research?
Tie
what
you’ve
learned
to
your
discovery
process
(Notice
phase)
Apply
what
you’ve
learned
to
other
domains
in
this
product,
or
in
other
applications
What
are
your
criteria
for
evaluation/success?
How
can
you
improve
on
what
you’ve
done?
Nemetics Applied toTech Comm

25. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Metacognition and Reflection
CONTEXT
BEHAVIOUR
ABILITIES
SKILLS
VALUES
BELIEFS
IDENTITY
TRANSCENDENCE
CONSCIOUS AND EXPLICIT
UNCONSCIOUS AND
TRANSPERSONAL
STRATEGICAL AND IMPLICIT

26. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Exchange
–
add
value
–
get
user
feedback,
encourage
them
to
exchange
among
themselves
(know
how
to
be
with
others).
Retest
with
users:
What
do
they
actually
use?
What
do
they
not
use
at
all?
What
gives
them
most
problems?
Give
users
a
place
to
exchange
with
you
and
with
each
other:
What
do
they
say
to
each
other?
What
do
power
users
share
with
beginners
or
intermediate
users?
How
do
they
work
around
problems
–
can
you
generalise,
or
is
it
too
specific
to
one
person
or
situation?
Document
what
you
learn,
use
it
in
the
Notice
phase
of
the
next
iteration.
Nemetics Applied toTech Comm

27. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc Neus Lorenzo, 2013
Individually Collectively
Eliminate
Increase
Maintain
Reduce
Big Ugly
Complex
Task
Exchange: Reflection and Consensus

28. Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc

29. Email:
infodesign@culturecom.net
Google
Plus:
+Ray
Gallon
Twitter:
@RayGallon
LinkedIn:
Ray
Gallon
Thank You!
Presentation
©
2015
Ray
Gallon
@RayGallon
@Transformsoc
Want to know more?
Pass me your business card
Let’s talk!
Blog:
http://humanistnerd.culturecom.net