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The profession of IT

Moods, Wicked Problems, and Learning

By Peter J. Denning
Communications of the ACM, March 2013, Vol. 56 No. 3, Pages 30-32
10.1145/2428556.2428566
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video-based conversants

Credit: Michael Verdi

Wicked problems and learning environments present tough mood challenges for leaders and teachers. Telepresence and sensory gadgets are unlikely to replace physical presence in these areas.

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Comments

Melissa Cayer
March 03, 2013 07:09

If you applied this information to customer support centers that support customers via phone then what would you conclude?

Peter Denning
March 04, 2013 06:02

Call centers are not directly connected with moods. However, it is well known that customers intensely dislike robot receptionists and service agents. Call centers that employ these machines can inspire moods of distrust, resignation, and even resentment, which surely cannot be good for business!

Peter Denning

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