Suitable Support

In a recent project, we designed the upgrade of a 20-year-old system that was very simple, with one exception. No current products were capable of meeting the user interface needs. It was obvious, given that the existing system was still operational, that the user interface was technically possible. In fact, it was almost too simple for modern solutions. This became the starting point for a journey through the web of manufacturer’s technical information resources.

First warning regarding technical information from a manufacturer: they may not consider cost an important factor. When asking a person for advice on suitable technology, it is important to understand that they may not view the cost of the devices in the same light as the person that (ultimately) must pay for it. If they are simply required to offer an opinion on the "best" technology for the application, this has every chance of starting at the top of the price range. After all, the more expensive units often provide greater flexibility and can be configured/adjusted/optioned to meet a specific need. It is up to you to decide if the cost of this flexibility is justified.

The cynical may simply note that it is in the manufacturer’s best financial interests to sell you on using the more expensive approach. This ignores the fact that the more knowledgeable manufacturer’s technical staff will understand a very important point. If you find two solutions (or more) to a problem, the less expensive one will usually be selected by those responsible for the cost control. Anyone that works for a manufacturer and always recommends their more expensive products solutions, over their less expensive ones, can expect to see only short-term gain. In the long-term (read: repeat business) it serves the manufacturer well to offer cost-effective solutions. However, sometimes only their more expensive devices can be adapted to suit a highly specialized requirement.

Second warning regarding technical information from a manufacturer: they may consider the desires of the end user should change to suit their products. The method with which the user operates or checks the function of a device can be very important to how well the device works. If the end user cannot readily operate a device or cannot understand its status, then it will not be used properly. This leads to a common system fault: operator error. This is the easiest excuse there is for the repair technician or manufacturer to dismiss a system fault. However, bad user interface can generate operator errors where none should exist. A user interface that has been discussed in detail with the users but is dismissed by the manufacturer, simply because their product doesn’t support it, cannot simply be abandoned. Instead, a suitable interface should be developed, if not by this manufacturer, then by another.

You cannot expect the end users to adapt to any interface. There are good reasons why people expect devices to operate in a specific way and indications to be direct and unequivocal. All of us should recognize how inappropriate it is to be under stress and required to operate an unfamiliar device that had ambiguous controls and indications. Unfortunately, in modern technical systems, audio, computer, lighting, etc., the bad examples of user interface seem to outnumber to good ones. We can be too quick to dismiss the errors of the users as simply inattention or failure to read the manual. Too often, the user manual has been filed away or lost.

Many technical systems must be operated by people that are required to concentrate on other actions; using the audio component is secondary to their tasks. If the devices are primary to the persons task, such as an audio mixer is to the FOH engineer, then we can expect a more sophisticated user interface. If the equipment is less intrinsic to the person’s task, we must reject the assertion from the manufacturer that they will adapt to the equipment. Instead, the equipment must support controls and indications that provide simple, clear and direct relationships between the device and the intended effect.

When we discuss the technology a manufacturer can offer to fill a need, we must expect them to view this in light of their catalogue. It is up to those of us that have the responsibility to choose this technology to maintain a clear vision of the needs and not be blinded by the latest and greatest gear available. Manufacturers design and build equipment based on the needs that they perceive. We must be able to pick those products that serve the users needs in a manner that is effective and practical. Smart manufacturers will recognize gaps in the marketplace, should you bring it to their attention. They will offer "the usual stuff" if you are willing to make the end user change and pay for the privilege.

United Entertainment Media Inc.
460 Park Avenue South, 9th Floor
New York, NY, 10016
Ph. 212-378-0400
FAX 212-378-2160
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