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HomeMy WebLinkAboutRose-Hulman Institute of Technology; 2015-01-27;Permission request January 24, 2015 Rights Holder: Attn: City of Carlsbad, CA Steve Sarkozy City Manager, Carlsbad, CA 92008 manager@carlsbadca.gov 760-134-2821 From: Richard Layton, Ph.D., P.E. 5500 Wabash Ave, ME Department Rose-Hulman Institute of Technology Terre Haute, IN, USA 47803 We are preparing the first edition of the college textbook The Engineering Communications Manual by Richard House, Richard Layton, Jessica Livingston and Sean Moseley. The book is to be published by Oxford University Press in Spring 2016, will cost approximately $50 net in print, and will have a production run of about 8,000 copies. We would like permission to use excerpts from a City of Carlsbad document (2009 Stakeholders Interview Report vyww.carlsbadca.gov/civicax/filebank/blobdload.aspx?BlobID=23292) as samples in the book. We would also like permission to use a City of Carlsbad website screenshot. The attachment gives the relevant pages from the book with the samples, screenshot, and our annotations. We seek non-exclusive world rights to reproduce the attached samples in the first edition and in all future editions, including translations and adaptations, for both print and digital books. As part of this grant of rights, we also seek the right to include this excerpt in any marketing or advertising displays of the book, such as in catalogs or in "search inside" features online. As Oxford University Press USA is a not-for-profit publisher, and this book will be inexpensively priced and for educational purposes, we hope you would consider donating this material free of charge. However, if a fee is necessary, we hope to acquire use of this material at the most reasonable price you will consider. We would appreciate your indicating agreement by signing and returning this letter. In signing, you warrant that you are the sole owner of the rights granted and that this material does not infringe on the copyright or other rights of anyone. We might have edited the sample for inclusion in the textbook. In signing, you grant permission to use the piece as edited. We have a production deadhne fast approaching, so we appreciate your timely consideration of this request. Thank you for considering contributing to our project. Permission is granted for the use of the material as stipulated. Signature Title/Position Date Federal tax ID or SSN City Manager Fee Kk) Copyright or credit* *Please state how we should give you credit for the sample, for example, TO FORM© 2009 City of Carlsbad, CA. Reprinted with permission. ^^^JLG. EDMONSON Assistant City Attomey CityofCarislaad 2-4 • You may invite users to participate in design meetings throughout the life of the project. • Multiple-choice surveys may give way to open-ended interviews and even spontaneous conversations. • During usability tests, you may observe behaviors and be able to see signs of emotional responses— frustration or satisfaction, for instance—as the user operates your device or interface. High levels: connecting with others' perspectives When you have a problem, you probably want to talk it over with a friend or family member. In such cases, your chief concern may not be that your friend or relative will have unique expertise or insight and be able to solve your problem for you. Rather, you may want to go to listeners who demonstrate exceptional empathy, putting themselves in your position and caring authentically about what you're experiencing. When you've earned someone's trust, and they know that you respect them, you can listen at the highest levels. It may initially sound strange to think about such listening capabihties in an engineering context, but even the most technically rigorous challenges exist in the context of relationships with clients and stakeholders. Without fully developing those relationships, you may lack the crucial insight that would lead you to the optimal design or technical approach. That development in turn relies on mutual respect and trust. A note-taker recorded all comments. The body of thie report analyzes themes that emerged in these interviews and the appendix ofthe report includes comments verb. Using the same questions for each interview provides some consistency. At the same time there is the expectation that these interviews will be a dialogue. The interviews were scheduled one hour apart and too/c approximately 45 minutes. Interview materials and processes Scakeholder interviews were typically conducted with one interviewer and one note-taker. Training was provided by che City Communica- tion Manager on techniques to use to assure a successlul interview. A guide was prepared for use by interviewers to help ensure consistent interview styles and scope, even when different people conducted inter- views. Tlie guide provided space to record che date, time, interviewer(s), and intervie\vee(s); introductoiy information about the Envision Carlsbad process; and five basic guiding questions as a starting point for dialogue, and moving che interview along. The guiding questions were: • As a representative of [organization name], whac do you value most about che Carlsbad communitv? 2-5 Stal<eholder interviews are not unique to the design charrettes that involve civil engineers: they are a crucial element of requirements gathering and usability testing, used widely by engineers in many disciplines. • As you look ahead to che next lo to 20 years, what are three impor- tant challenges and three opportunities you anticipate for the (J a rl sb a d c orn mu n i t y.'' • What would be your organization's advice co che City lor address- ing these challenges and oppcjrtunities? • Whac wouid make Carlsbad a bercer place Co live, work, and play coday and in the future? • What other thoughts can you share about C'arlsbad's future? Municipal planners and architects often conduct design chorrettes—extended design activities that involve formal gathering of ideas from stakeholders. The interview process for this urban planning charrette invites contributions from many community groups, using open-ended questions that allow interviewees to steer the direction of the conversation. Source: Stakeholders interview report June 2009. City of Carlsbad. Experts have defined empathic design as fhe highest level of human-centered design that can emerge from such relationships. Cutting-edge design firms in industry, like IDEO, are now crafting business strategies aimed explicitly at creating the conditions for empathic design: Empathy is a powerful force. Research shows that when we are empathetic, we enhance our ability to receive and process information. Putting ourselves in someone else's shoes—a part of our subconscious behavior—causes measurable changes in our cognitive style, increasing our so- called field-dependent thinking. This type of thinking helps us put information in context and pick up contextual cues from the environment, which is essential when we're seeking to understand how things relate to one another, literally and figuratively.... Although empathy appears to be an irmate ability, ... not everyone applies the approach in a work context. Empathy in design requires deliberate practice. We must intentionally seek opportunities to connect with people in meaningful ways and to set aside reactions and behaviors that will interfere with it. Listening becomes empathic when you're no longer merely receiving or interpreting information from another person: rather, that exchange of information has become part of a more substantial connection, marked by mutual trust and respect. Empathic abilities grow when your professional practice includes attitudes and behaviors like these: • Thinking of clients and stakeholders as equal partners in your endeavors IJ Interacting with those partaers socially as well as professionally • I Tempering your own expertise with humility, thinking carefully about what you don't know U Developing enthusiasm for perspectives and forms of expertise outside of engineering LJ Recognizing and accommodating differences in culture and personality 2-7 • When you disagree with someone else's statement, ask a question. Instead of telling them why they are wrong, try to figure out wliy they think what they do. Understanding what has informed their perceptions is important, particularly when they are exhibiting fear, anxiety, or distrust of a technical solution. Inviting dialogue Engineers obviously have to ensure that clients are regularly briefed on project developments, and that the technical team's own questions are answered. Exchanging information in this way, however, does not guarantee that those clients—or other stakeholders—feel that their input and concems are truly valued. To engage in a productive conversation with meaningful impact, it often takes some work to issue a sincere invitation for everyone in the conversation to exchange ideas frankly. • Everyone is used to hearing "Any questions?" at the end of a presentation or an email, but this is seldom interpreted as a sincere request for input. It's better to tell your listeners how much you value their suggestions and questions; you may also want to prompt them with specific topics on which you'd like to hear their ideas. j j Do not mistake silence for agreement. Some people are uncomfortable expressing explicit disagreement or may feel that you will not take their disagreement seriously. When you want honest input or feedback, ask for it, and be ready to listen respectfully and thoughtfully. Li If you are planning a meeting, or gathering notes for your report, your first inclination may be to brief the other attendees on decisions and ongoing actions. Ask whether you can instead host an open discussion, perhaps listing participating stakeholders instead of scheduled speakers. If they expect nothing more than high-ranking individuals delivering reports, attendees may lack motivation to do more than to listen passively—or they might be tempted to skip the meeting altogether. A pervasive theme was a desire to see C^arisbad emerge as a leacler m This concluding paragraph to the i i i r i i i i T „„ • c » • 1 " green development and sustainabiiity. .Stakeholders recommended the Fursuing bustainability section ' suggests that stalceholders felt more City use public dialog Co continue to gather sustainabilicy ideas, and strongly about the subject than the consider appointing a "green coordinator" on scalf to foster public/ City of Carlsbad anticipated. Here the ^,,.1,,.,^^ parcnership,s on sustainabiiity initiatives. stalceholders are not responding to a proposed plan but proposing one Listening to stakeholders means more than seeking a confirmation of your themselves. preconceived ideas and assumptions. • Reflect on the conversation afterward, and follow up if needed. In particular, consider any moments in which you experienced or perceived discomfort or doubt. This might tell you which topics or ideas require further discussion to reach a consensus or to clear up ambiguities. 2-8 Sustainable City Carlsbad's potential leadership in sustainabiiity was a theme that emerged from the stalceholder interviews. The framing of this website with the title of "Sustainable City," combined with the Community Vision that was adopted the year following the report, suggests that the staiieholder interviews are informing the direction of the City. The programs listed directly respond to comments by stakeholders, particularly the programs in solar power, water conservation, recycled water, and trash and recycling. Howe » ... » Public k'or/ts » Environmental Services » Sustainable City The goal ofthe city's sustainabiiity efforts Is to provide a high quality of life for generations to con:ie by striking a long-term balance between the social, economic and environmental factors that contribute to a sustainable community. The City Council has adopted Sustainabiiity Guiding Principles and Environmental Guiding Principles that articulate the framework for a sustainable community. Click here to view the city's video on sustainabiiity. The Communitv Vision, adopted in 2010, calls for the city to buiid on existing sustainabiiity initiatives to emerge as a leader in green development and sustainabiiity. Read the Envision Carlsbad working paper on sustainabiiity. Working in partnership with the community, the city has Implemented several cost-effective, efficient programs • Alga Norte Community Park • Energy and clean air • Solar power for commercial facilities • Clean creeks, lagoons and the ocean • V/ater conservation • Sustainable drinking water supply • Recycled water • Open space • Trash and recycling • Transportation The City of Carlsbad's web page on sustainabiiity directly responds to the stakeholder interviews. Such direct responses advance the relationship with community members, helping them to know that their perspectives are valued. http://www.carlsbadca.gov/services/depts/pw/environment/citv/default.asp Jaccessed Jan 24, 2015. 2.3 Biases to avoid Even when we are trying to listen empathically, we still might make the mistake of listening empathically only to some people. This oversight is often unintentional and can be avoided with conscious reflection. A documentary bias privileges written statements. While published reports and other formal documentation may provide important background information, you do not want to overlook certain kinds of local practical Icnozvledge that might only be gleaned in conversations with stakeholders. Consider who has the most day-to-day lived experience or who will experience the potential consequences— positive or negative—of your project. These are the stakeholders with whom you need to speak. Often those who are wealthy, well-educated, or politically connected are those who are able to make their voices heard. These voices are the dominant voices within a community. The insights and concerns of these stakeholders are important but listening only to them is limited. Listening to all stakeholders may require actively seeking out the liidden voices within the community—such as the elderly, the impoverished, the disabled, children, and minorities. If everyone from whom you are hearing looks the same way or has the 2-9 same lifestyle, your pool of stakeholders is too narrow and you need to broaden your range of perspectives. This list of interviewees includes advocates of hidden voices within the Carlsbad Community: Access to Independence of North County provides services to people with disabilities to increase their independence and integrate them into their community. The Boys and Girls Club, Carlsbad High School, Carlsbad Youth Baseball, and Carlsbad Lightning Soccer Club represent youth from a range of socioeconomic backgrounds Interviewed Access to independence of Nor th County Acushnet Company Agua Hedionda Foundation Army and Navy Academy Britiquitos tagoon Foundation Boy Scouts of America, Santa Margarita District Boys and Girls club Buena Vista Audubon Society Buena Vista Lagoon Foundation Building Industry Association of San Diego Carlsbad Convention and Visitors Bureau Carlsbad Educational Foundation Carlsbad Higli School Carlsbad Library and Arts Foundation Carlsbad Lightning Soccer Club Carlsbad Village Business Association Carlsbad Village Improvement Partnership Carlsbad Youth Baseball Carlsbad-Oceanside Art League (COAL) Carltas Company (Flowerfields) Four Seasons Resort Aviara Friends of Carrillo Ranch Friends of the Carlsbad Library Fun OS Friends Play Group Gemologicai Institute of America Grand Pacific Palisades Resort & Hotel Green Encinitas Hoehn Honda imagine Carlsbad interfaith Community Services invitrogen {formerly Life Technologies) Jim Boyian This excerpt from the complete list of organizations invited and interviews illustrates a range of organizations with varying interests. The body of the report states that interviewees "included local businesses in fields such as biotechnology, automobile sales, real estate, retail, entertainment, hospitality, and manufacturing. Non-profit or volunteer organizations interviewed represented interests such as environmental preservation, the youth, seniors, lagoons, arts and culture, the libraries, bicycling, sports leagues, specific neighborhoods, affordable housing, homelessness, and people with disabilities. Still other organizations interviewed represented local schools and parent-teacher associations, religious communities, and county or regional bodies." Module summary Levels of listening • At the lowest level of listening, engineers' attention is dominated by specifications, computer models, and quantitative analysis—potentially excluding people's perspectives and social contexts. • More advanced listening competence arises from observant and open-minded attention to users and stakeholders, and allows engineers to design more effectively with their needs and experiences in mind. n At the highest levels of listening, stakeholders can become full partners in design, and engineers can go beyond merely collecting user input to become more personal connections with others' experiences. C Human-centered and empathic design aim to maximize meaningful participation by users and stakeholders in design projects.