UX Cruelty

Don’t blame it on the algorithm — assuming you’re designing experiences for “happy, upbeat, good-life users” might make you a terrible person.

 

My friend is going through a divorce. Like nearly 5 million other Americans. And recently Facebook greeted her with this careless user experience:

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When this UX intrusion happened to her, it reminded me of a similar, psychological violation I’d read about four months earlier. That post, by Eric Meyer, had begun:

I didn’t go looking for grief this afternoon, but it found me anyway, and I have designers and programmers to thank for it. In this case, the designers and programmers are somewhere at Facebook.

I know they’re probably pretty proud of the work that went into the “Year in Review” app they designed and developed, and deservedly so—a lot of people have used it to share the highlights of their years. Knowing what kind of year I’d had, though, I avoided making one of my own. I kept seeing them pop up in my feed, created by others, almost all of them with the default caption, “It’s been a great year! Thanks for being a part of it.”  Which was, by itself, jarring enough, the idea that any year I was part of could be described as great.

Still, they were easy enough to pass over, and I did.  Until today, when I got this in my feed, exhorting me to create one of my own.  “Eric, here’s what your year looked like!”

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A picture of my daughter, who is dead.  Who died this year.

Yes, my year looked like that.  True enough.  My year looked like the now-absent face of my little girl.  It was still unkind to remind me so forcefully.

I remember first reading this post the day it was published, Christmas eve 2014. When I went to look it up after my friend’s own violation by a Facebook app module I was surprised to (re)discover that it had been titled, generously, “Inadvertent algorithmic cruelty:”

And I know, of course, that this is not a deliberate assault.  This inadvertent algorithmic cruelty is the result of code that works in the overwhelming majority of cases, reminding people of the awesomeness of their years, showing them selfies at a party or whale spouts from sailing boats or the marina outside their vacation house.

But for those of us who lived through the death of loved ones, or spent extended time in the hospital, or were hit by divorce or losing a job or any one of a hundred crises, we might not want another look at this past year.

To show me Rebecca’s face and say “Here’s what your year looked like!” is jarring.  It feels wrong, and coming from an actual person, it would be wrong. Coming from code, it’s just unfortunate.

 

But of course, it did come from an actual person. “[The app] was awesome for a lot of people,” the product manager for Facebook’s Year in Review app, Jonathan Gheller, later told The Washington Post. Like all the digital experiences with, and within, which we all increasingly live our lives, an actual person — in fact a whole team of people — was responsible for concepting, designing, building, testing, and iterating this experience. No doubt, the responsibility for the rollout of this particular app featured prominently in a number of Facebook employees’ job performance reviews. From start to finish, this experience was crafted by people (not code). Calling its end result “inadvertent algorithmic cruelty” is like describing a drunk driving accident as “inadvertent gasoline cruelty.” For sure, it could have been avoided with an empty gas tank, but is that really the most accurate way to ascribe accountability in this situation? (Don’t blame it on the algohol).

“In creating this Year in Review app, there wasn’t enough thought given to cases like mine, or anyone who had a bad year,” Meyer wrote. “If I could fix one thing about our industry, just one thing, it would be that: to increase awareness of and consideration for the failure modes, the edge cases, the worst-case scenarios.”

If I could fix one thing about our industry, it would be to destroy the idea that these scenarios are edge cases.

Last year in the US, 2.6 million people died, leaving behind untold numbers of Facebook users who mourn the absence of their loved ones.

Right now 8.5 million people can’t find a job;

14.5 million people have cancer;

16 million people suffer from depression;

23.5 million people are addicted to alcohol and drugs;

45 million people live below the poverty line (including 16 million children)

These are not “edge cases.” These are not “worst case scenarios.” These are all people who use Facebook. And that’s not even counting your run of the mill disappointments, broken hearts, and inevitable wrongs and slights and meannesses that are, basically, life.

“The design [of the Year in Review app] is for the ideal user, the happy, upbeat, good-life user,” Meyer wrote. But if you are a product manager or UX designer creating experiences that will afflict affect hundreds of millions of people and you are only designing for an “ideal user”… at best that’s just lazy, and at worst — it’s creating LITERAL suffering.

Put another way:

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As Oliver Burkeman writes in The Guardian:

The world, obviously, is a manifestly unjust place: people are always meeting fates they didn’t deserve, or not receiving rewards they did deserve for hard work or virtuous behaviour. Yet several decades of research have established that our need to believe otherwise runs deep.

Confronted with an atrocity they otherwise can’t explain, people become slightly more likely, on average, to believe that the victims must have brought it on themselves. Hence the finding, in a 2009 study, that Holocaust memorials can increase antisemitism. Or that reading about the eye-popping state of economic inequality could make you less likely to support politicians who want to do something about it. These are among numerous unsettling implications of the “just-world hypothesis”, a psychological bias explored in a new essay by Nicholas Hune-Brown at Hazlitt.

If we didn’t all believe that [things happen for a reason] to some degree, life would be an intolerably chaotic and terrifying nightmare in which effort and payback were utterly unrelated, and there was no point planning for the future, saving money for retirement or doing anything else in hope of eventual reward. We’d go mad.

Yet, ironically, this desire to believe that things happen for a reason leads to the kinds of positions that help entrench injustice instead of reducing it.

Much in the same way that the “just world” cognitive bias can actually lead us to make crueler decisions, designing product features with the “happy, upbeat, good-life” ideal user bias can lead us to create crueler user experiences.

“To shield ourselves psychologically from the terrifying thought that the world is full of innocent people suffering,” Burkeman writes, we, as humans, “endorse policies more likely to make that suffering worse.” And by denying the full spectrum of the realities of people’s lives, awesome and tragic, we, as experience designers, do the same. Except we’re the ones with the power to actually do something about it.

“Just to pick two obvious fixes,” Meyer wrote at the end of his post, “First, don’t pre-fill a picture until you’re sure the user actually wants to see pictures from their year.  And second, instead of pushing the app at people, maybe ask them if they’d like to try a preview—just a simple yes or no.  If they say no, ask if they want to be asked again later, or never again. And then, of course, honor their choices. This is… designing for crisis, or maybe a better term is empathetic design.”

Or how about just, you know, design.

In the wake of Meyer’s post, the product manager for Facebook’s Year in Review app told The Washington Post. “We can do better.”

But four months later, Facebook’s photo collage assault on my friend suggests perhaps they don’t really think they can.

“Faced with evidence of injustice, we’ll certainly try to alleviate it if we can,” Burkeman wrote, “But, if we feel powerless to make things right, we’ll do the next best thing, psychologically speaking: we’ll convince ourselves that the world isn’t so unjust after all.”

    



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The Possibly Real Trend of Possibly Real Trends

What’s current when nothing is certain.

 

Health Goth.

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“Somewhere in between normcore, cyberpunk, goth, and sportswear chic exists the possibly real trend known as “Health Goth,” wrote Allison P Davis in New York Magazine’s The Cut blog back in October. “It’s been kicking around since spring, actually, but it seems to have entered the mainstream this week.”

The source for this possibly-real trend’s possibly real tipping point was an article in Marie Claire the week prior, titled, likewise dubiously, “Health Goth: The Latest Trend You’ve Never Heard Of.”

After which “came the inevitable cavalcade of follow-on articles,” wrote Jay Owens in the Hautepop post, The Week That Health Goth Broke. “Rather poetically,” Owens added, “many trend pieces are declaring it stillborn, dead before it arrived”:

Meanwhile, Health Goth may or may not be the new “Street Goth.” Which itself is not to be confused with “Goth Ninja.” And there are also the lesser-known, possibly-real trends, dubbed, Pastel Goth, and Beach Goth. Because goth, apparently, never dies:

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Lumbersexual.

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Ushered in by appropriately uncertain headlines like, “Are you a Lumbersexual?” (Gawker); “Are you dating a Lumbersexual?” (Cosmopolitan); “Who Is the Lumbersexual and Is Anything About Him Real?” (Jezebel), another possibly-real trend arrived in November. As Tom Puzak explained in Gear Junkie:

Today, the metrosexual is a disappearing breed being quickly replaced by men more concerned with existing in the outdoors, or the pseudo-outdoors, than meticulous grooming habits.

He is bar-hopping, but he looks like he could fell a Norway Pine.

Seen in New York, LA and everywhere in between, the Lumbersexual is bringing the outdoor industry’s clothing and accessories into the mainstream.

Whether the roots of the lumbersexual are a cultural shift toward environmentalism, rebellion against the grind of 9-5 office jobs, or simply recognition that outdoor gear is just more comfortable, functional and durable, the Lumbersexual is on the rise.

Possibly.

“20 years ago, Mark Simpson coined the term ‘metrosexual,'” reads the Telegraph headline from June 2014. “But now a new, more extreme, sex- and body-obsessed version has emerged.” Simpson calls it the “Spornosexual.”

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The term is a portmanteau to describe “these pumped-up offspring of those Ronaldo and Beckham lunch-box ads, where sport got into bed with porn while Mr Armani took pictures,” Simpson explains. “But unlike Beckham’s metrosexual ads of old, in which his attributes were possibly artificially enhanced, today’s spornosexuals have photoshopped themselves in real life. Glossy magazines cultivated early metrosexuality. Celebrity culture then sent it into orbit. But for today’s generation, social media, selfies and porn are the major vectors of the male desire to be desired. They want to be wanted for their bodies, not their wardrobe. And certainly not their minds.”

“Spornosexual” didn’t take off in the zeitgeist quite the way Lumbersexual has. Perhaps for being a little bit too foreign-sounding. And perhaps for being a little bit way too real to be possibly-real.

While I was writing this post, “Highsexual” happened. “What spawned the new psuedo-identity,” Michael D’Alimonte writes on MTL Blog, “was a slightly scandalous question posed to the reddit community, which basically can be summed up by a guy asking: I’m straight when I’m sober, but when I’m super high, I wanna bang guys, is this normal? And that is the crux of “highsexual,” a guy (or girl) that only ponders/enacts in gay sexual activity when stoned.”

While it’s true, as D’Alimonte notes, “You can apparently tack on -sexual to any word and create a new stratum of society,” (Goth too, evidently), in this particular case, the term pertains to sexuality directly rather than a fashion or aesthetic trend. Nevertheless, it’s still worth asking, as D’Alimonte does, “Is being a highsexual a real thing?” The answer? “Well, now that it’s an internet-used term, it kind of is.”

 

Normcore. 

Perhaps the most notorious of 2014’s possibly-real trends, and no longer an anomaly so much as a harbinger, is Normcore. I wrote about it at the beginning of last year. The jury never really came back on whether Normcore is a real fashion movement or an Internet meme that the mass media fell for and self-fulfilled into becoming real. As Alex Williams put it in The New York Times:

A style revolution? A giant in-joke? At this point, it hardly seems to matter. After a month-plus blizzard of commentary, normcore may be a hypothetical movement that turns into a real movement through the power of sheer momentum.

Even so, the fundamental question — is normcore real? — remains a matter of debate, even among the people who foisted the term upon the world.

The catchy neologism was coined by K-Hole, a New York-based group of theoretically minded brand consultants in their 20s, as part of a recent trend-forecasting report, “Youth Mode: A Report on Freedom.” Written in the academic language of an art manifesto, the report was conceived in part as a work of conceptual art produced for a London gallery, not a corporate client.

As envisioned by its creators, “normcore” was not a fashion trend, but a broader sociological attitude. The basic idea is that young alternative types had devoted so much energy to trying to define themselves as individuals, through ever-quirkier style flourishes like handlebar mustaches or esoteric pursuits like artisanal pickling, that they had lost the joy of belonging that comes with being part of the group. Normcore was about dropping the pretense and learning to throw themselves into, without detachment, whatever subcultures or activities they stumbled into, even if they were mainstream. “You might not understand the rules of football, but you can still get a thrill from the roar of the crowd at the World Cup,” the report read. The term remained little more than a conversation starter for art-world cocktail parties until New York magazine published a splashy trend story on Feb. 24 titled “Normcore: Fashion for Those Who Realize They’re One in 7 Billion.” The writer, Fiona Duncan, chronicled the emergence of “the kind of dad-brand non-style you might have once associated with Jerry Seinfeld, but transposed on a Cooper Union student with William Gibson glasses.” An accompanying fashion spread dug up real-life L-train denizens rocking mall-ready Nike baseball caps and stonewashed boyfriend jeans without apparent shame.

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Even so, it was difficult to tell if anyone actually believed the hype. For one thing, the normcore brain trust started to circle the wagons. Christopher Glazek, a journalist and friend of the K-Hole founders took to Facebook to blow holes in the “trend.” “It doesn’t really make sense to identify normcore as a fashion trend,” he wrote. “The point of normcore is that you could dress like a Nascar mascot for a big race and then switch to raver ware for a long druggie night at the club.”

 

 

The Trends They Are A-changin’.

Last year, some friends of mine accidentally became health goths. They didn’t mean to. It just happened. They were goths who grew up and got too old to keep going out to clubs the way they once had, so they got into crossfit, and that was that. Unbeknownst to them, they’d become classified into a whole new, possibly-real style.

This is something that didn’t used to happen. You didn’t just accidentally become hiphop. You didn’t one day trip over yourself to discover you were unwittingly wearing 30-inch bottom raver pants. Your clothes weren’t punked out and ripped to shreds for no particular reason that you were aware of until you read a New York Magazine trend piece about it. Now, a lifestyle neologism goes viral and you discover you’ve contracted a trend.

Alternative fashion trends used to be representative of a larger lifestyle or subculture emergence. The fashion brands that defined these aesthetics were often overtly and inextricably linked to these cultures.

“I was messianic about punk,” Vivienne Westwood, the High Priestess of Punk fashion said, in 2002.

The Kikwear brand’s history reads: In 1993, one of our key accounts in San Francisco asked us to make them a 23″ bottom for their store because the Rave scene was beginning to emerge in Northern California and the kids were walking into the store with their homemade “wide leg” pants. We moved on this tip and sure enough those denim pant sold out immediately! We quickly realized that this Rave Movement was starting to come on strong throughout Southern California and we started launching wider leg pants known today as “phatties.”

The late designer, Tiffa Novoa, was one of the founders of the seminal, circus subculture performance troupe, El Circo. In designing the troupe’s costumes she also created the postapocalyptic fashions that became associated with the Burning Man style, and carried over into an aesthetic that spanned west coast underground dance culture of the mid aughts. In a 2005 SF-Bay Guardian article, Steven T. Jones describes the personally transformative effect the fashion aesthetic Novoa defined had on its adherents, changing the way they conceived of themselves. “At first, this was all costuming,” The article quoted, Matty Dowlen, El Circo’s head of operations. “But now it’s who I am.”

Meanwhile, aggregating the de riguer health goth brands for the requisite The New York Times article on the subject, Meirav Devash listed: “Mainstream brands like Nike, Adidas and Under Armour, or gothic streetwear from Hood by Air, Cottweiler, Whatever 21, Nvrmnd Clothing, Adyn and Skingraft.”

When I asked Jonny Cota, the owner of Skingraft, about health goth, last year, his response was skeptical amusement. Like everyone else’s.

Perhaps that is what makes possibly-real trends so dubious: the lack of intentionality. Fashion choices used to have specific and unironic meanings. Hippies, punks, ravers, goths — these were cultural philosophies that spread through adoption, not (solely) aesthetic replication. Now, we don’t claim participation, we are simply colonized by memes, unwitting bystanders, just sort of swept up in cultural trend redistricting.

In the days of slow-moving, 20th century media, emergent cultural expressions had time to incubate below the radar before they tipped into mass awareness. Pre-Tumblr, the only way to find out about a new cultural emergence was through the unassailably real channel of one of its actual practitioners. There was no need to wonder about veracity. Now, a nascent trend doesn’t really have the time to mature into something legitimate before the trendhunting hyenas descend upon it, exposing it to a sudden burst of scrutiny. What remains becomes neither niche enough to be authentic nor mass enough to be indisputable. Maybe no new trend seems quite real because it hasn’t had the chance to become real before we’re looking it up on urban dictionary and just as swiftly are click-baited on to the next dubious dopamine hit of meme culture.

Or perhaps, this is what happens now that subculture doesn’t exist. Back in analog days, you wore the clothes you did to express your identity as a participant in the lifestyle they represented. Now that there’s simply no unimpeachable way to really know what is or isn’t “real” at all anymore, possibly-real trends are the reflection of this new, post-certainty reality.

Then again, maybe it’s all just Pizza.

 

Pizza.

The Chicest New Trend Is Pizza” (New York Magazine, September, 2014):

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Much like any other “It” girl, pizza’s popularity was ignited by internet fascination and possibly endorsed by the Illuminati.

Tumblr and Twitter memes dedicated to pizza’s power appeared, among them the Twitter account Pizzaminati.

Loyal followers still carry on the work via usage of #Pizzaminati on Twitter and Instagram. As such, “pizza” quickly took on new meaning — for example, pizza as a substitute in romantic relationship. The phrase “touch her butt and give her pizza” became a widely accepted way to keep your bae happy and “Pizza Is My Boyfriend” the new “Single Ladies” rally cry.

Then came the various pithy pizza message tees at clothing retailers like Forever 21 and Asos and Urban Outfitters.

However, almost as quickly as the Pizzaminati emerged, it disappeared. This, a screenshot of a funny tweet — “shots fired in the club over the last slice of pizza” — is all that remains. Where did you go, Pizzaminati? Were you really a sect of the Illuminati, destroyed once the pizza takeover was initiated? Yes, probably.

 

Or, you know… possibly.

 

    



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Google+: Bringing Context Back

When I was producing music festivals and nightlife events, Facebook changed its membership policy, opening up beyond just the collegiate community. Hundreds of people I didn’t know requested to add me as a friend. At first I balked at the idea of letting complete strangers into a space that had previously been the walled-garden escape from the mess Myspace had already become. Ultimately, however, I came to terms with the benefits of accepting friend requests from potential ticket buyers. Facebook became a sort of digital Grand Central Station that friends, colleagues, business acquaintances, vendors hawking their wares, strangers I couldn’t pick out of a lineup, and the inevitable crazy person talking to himself, all loudly traversed on their daily commutes through my online social world. It was really fucking noisy.

Then, at the end of 2007, Facebook introduced a feature to specifically address this noise issue, as they wrote on the Facebook blog:

Today Facebook lets us connect and communicate with people that we are connected to in all kinds of ways — friends from school, family members, long-lost high school sweethearts of yesteryear, and weird people. They’re all here.

This all begs the question… what does being friends with someone on Facebook mean today? We pondered this for a while, and then decided that there just wasn’t any single right answer.

So instead, we’ve built and launched Friend Lists. The new Friends page lets you create named lists of friends that you can use to organize your relationships whichever way works best for you. These private lists can be used to message people, send group or event invitations, and to filter updates from certain groups of friends.

Pretty much everyone I am connected to on Facebook has been assigned to one list or another depending on the context of the connection. In a previous incarnation, Facebook offered the option of setting a specific list feed to be the homepage view instead of the default friend feed. Later that option was removed, so I’ve created a workaround to simulate the functionality: I have the URL for my preferred Friend List set as a bookmark on my browser toolbar and when I want to go to Facebook, I just click the bookmarked link. Typing “facebook.com” into the address bar hasn’t been the way I access Facebook for years.

So when I heard that Google+, the web giant’s just-launched social network, was based on grouping connections into “Circles,” I was instantly curious. Ever since Friendster first appeared almost a decade ago, there have been certain disparities between being social online and being social offline that we have come to accept. We’ve become so accustomed to these differences, we hardly even recognize they ever seemed unfamiliar. The fetishistic, collectible-card type quality to online “friend acquisition,” for example. This is not at all how we understand the process of  “making friends” to work offline — aside from high school, maybe. Online we have learned, sometimes the hard way, that what we do and say is “public by default,” private with effort, the direct opposite of how it works in the analog world. And we have come to accept, despite the paralyzing plethora of privacy options Facebook offers, that we can’t expect control over social context. Online we are in all contexts at once. Friends from school, family members, long-lost high school sweethearts of yesteryear, and weird people, as Facebook lists them, are not only all here, but who we are within each of these different social groups, our identities in each of their different contexts, all exist simultaneously. Online, we are contextless by default.

But what if online sharing worked more like your real-life relationships? That’s the question posed in the video introducing the Google+ Circles feature:

Of course, it’s not a new idea. As I mentioned, this is a functionality Facebook has offered for years. It’s just that the platform has never really cared about it. As Mark Zukerberg, Facebook’s founder, inisisted in a 2009 interview: “You have one identity. Having two identities for yourself is an example of a lack of integrity. The days of you having a different image for your work friends or co-workers and for the other people you know are probably coming to an end pretty quickly.” For Facebook, Lists are literally an add-on feature. For Google+, however, Circles appear to indicate an understanding that context is as important as connection.

In physical space, we are constantly adjusting our behavior to the demands of different social contexts. It’s second nature, literally. In his paper, “Cross-Cultural Code-Switching: The Psychological Challenges Of Adapting Behavior In Foreign Cultural Interactions,” Brandeis University Professor, Andrew Molinsky, offers these examples:

Consider the case of an Iranian business-woman shaking hands with her Western male counterparts. In Iranian culture, shaking hands with a male colleague is neither customary nor appropriate. This situation entails behavior that is unfamiliar and also in conflict with deeply ingrained cultural values.

[Or] consider the case of a Chinese student attempting to participate in an American MBA classroom discussion. The norms for appropriate behavior within this setting in the United States encourage and require students to express themselves, as well as reward them, even when their opinions are controversial or conflict with those of another student or even with the professor. Norms for classroom participation in China are quite different. Having been socialized to respect the “wisdom, knowledge, and expertise of parents, teachers, and trainers,” Chinese students are discouraged from voicing personal opinions in class discussion. American norms for classroom participation, therefore, are quite discrepant from Chinese norms for the same situation; these norms demand a significantly different type of behavior than what the typical Chinese student is used to.

Cross-cultural code-switching is the act of purposefully modifying one’s behavior in an interaction in a foreign setting in order to accommodate different cultural norms for appropriate behavior.

But the setting doesn’t have to be as foreign as you think. For immigrants, or anyone of mixed racial or cultural heritage whose identity is inextricably linked to different communities, code-switching is an inherent part of navigating everyday life. To children of divorced parents this will likely sound familiar as well. We actively modulate our behavior even among the closest people in our lives. In writing about the tactics we use to maintain context control while engaging in a public online space like Facebook, social media researcher danah boyd describes “social steganography,” a practice of creating messages that communicate different meanings to different audiences simultaneously:

When Carmen broke up with her boyfriend, she “wasn’t in the happiest state.” The breakup happened while she was on a school trip and her mother was already nervous. Initially, Carmen was going to mark the breakup with lyrics from a song that she had been listening to, but then she realized that the lyrics were quite depressing and worried that if her mom read them, she’d “have a heart attack and think that something is wrong.” She decided not to post the lyrics. Instead, she posted lyrics from Monty Python’s “Always Look on the Bright Side of Life.” This strategy was effective. Her mother wrote her a note saying that she seemed happy which made her laugh. But her closest friends knew that this song appears in the movie when the characters are about to be killed. They reached out to her immediately to see how she was really feeling.

“We used to live in a world where space dictated context,” danah writes, “This is no longer the case. Digital technologies collapse social contexts all the time. The key to figuring out boundaries in a digital era is to focus on people, roles, relationships, and expectations.”

Relationships are all about context, but for Facebook, this nuance is something that has never quite made sense. All along, Facebook has staked its claim not by adapting to existing social behavior, but rather by insisting that we adapt to the behavior the platform defines for us. As Zuckerberg said in a TechCrunch interview last year, in regards to the assertion that privacy is dead, “We decided that these would be the social norms now and we just went for it.” As far as the platform is concerned, managing contexts is a nuisance for the user. With every “privacy” violation, what Facebook has actually been attempting to do is outsource managing context to software; to switch code-switching with code. At this point we’ve become so accustomed to the inevitable, resulting intrusion we don’t even make too much of a stink about it anymore. Case in point: Facebook’s new facial recognition functionality — which automates the photo-tagging process by suggesting the names of friends who appear in newly uploaded photos — has caused less of fuss for how uber-fucking-creepy it is, than….. wait, what was the previous fuss about? I forget already.

Facebook’s helpful way of nudging us towards this manifest, post-identity complexity destiny is to devise ever more features to destroy our control over social context. This has created a gap which Google+, with its aim to “make sharing on the web feel like sharing in real life,” seems squarely poised to fill. Not that Circles will be the panacea for online context collapse, but this is the first attempt by a mainstream web property to directly address this disparity between the online and offline social experiences, and offer a way to bring context back to our contacts.

    



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