Thanks to the folks from Fluxible who posted my 5-minute talk from last fall’s event. I talk about the power of silence in user research – and show just how hard it is to keep quiet when asking questions.
Interviewing Users is now available. Get your copy here!
At SXSW this year we saw Harry Dean Stanton: Partly Fiction, a moody and elliptical portrait of the actor. Despite the filmmaker being a long-time friend of his, Stanton is evasive and mercurial, seeming more earnest when performing music for the camera than in answering questions about his parents or his relationships with women. On more than one occasion, the subject doesn’t respond and just stares off or at the camera or the interviewer. And the interviewer stays quiet for a surprisingly long time.
There was a Q&A after the screening, so I asked the filmmaker about what she thought about the power of silence (for in addition using silence in the interview, they also chose to leave those silences in the final film). She told us “I just wanted to see what would happen, and to see the boundaries of being uncomfortable.”
I found this fascinating; in Interviewing Users I describe a scene from Werner Herzog’s Grizzly Man where the director uses silence to gives space for an astonishing and revelatory moment to occur. In this case, “nothing” happened. Of course, as the director reminded me, the “nothing” that happened with Harry Dean Stanton was still something; it revealed a lot about the subject and changed our own experience in hearing his story.
It’s further illustration of the power of silence, even when it doesn’t pay off in the obvious manner and bring something out, it’s still bringing something else out!
Henry Thomas’s audition for E.T. is making the rounds in the blogosphere this week. It’s a pretty incredible bit of emoting, improvising, acting. I’d like to highlight one thing that struck me: as the scene begins, the offstage actor sets up the conflict with his first line, and then turns it over to Henry (aka Elliot). And Henry doesn’t say a word. But he does a lot. His silence is very active, even his minimal facial movement is highly active.
In interviewing users, those small moments where we choose to be quiet are powerful. We can maintain an active engagement with the participants even though we aren’t talking. We can move the interview forward without using our mouths.
I was interviewed by Gerry Gaffney for his User Experience podcast. The topic of the interview was, recursively, interviewing. You can listen to the interview below, and read the transcript here.
To download the audio Right-Click and Save As… (Windows) or Ctrl-Click (Mac).
Steve: Yeah there’s something about interviewing. It is such an individual and it’s such a human activity that we can talk best practices, you know, all day. I think there’s something really great that happens when people make it their own. I think this is one of those “find your own style” things. I like to be dictatorial about best practices but I also have to acknowledge very strongly that what people bring is very interesting and different. Along those lines think about introverts versus extroverts and what’s easier or different for introverts or extroverts in these kinds of situations. Extroverts of course get energy from other people, introverts get energy kind of on their own and so that starts to manifest itself in interesting ways or in silence. But also just how much of yourself do you bring to it? And so I’ve seen extroverts be very successful at establishing rapport by talking about themselves, by being very open and genuine and giving.
My tactic as an introvert is to remove a lot of myself from it and really focus on them, express my interest in them, ask questions, ask questions, ask questions, ask follow-up questions, really drive everything towards my focus on them. So my long answer there is I think there’s a personal style thing that kind of comes out. I think if you reveal things about yourself, regardless of your style, I think it needs to be very deliberate. It’s a great tactic to give somebody permission.
========================================================
FreshMeat #17 from Steve Portigal
(__)
(oo) Fresh
\\/ Meat FreshMeat – the official snack of the Zeitgeist
=========================================================
Talk is cheap, and silence is golden.
=========================================================
“Accustomed to the veneer of noise, to the shibboleths of
promotion, public relations, and market research, society
is suspicious of those who value silence.”
John Lahr
First things first: a shibboleth is a word (or phrase, or
form of language) that is used by members of a group to
identify themselves as being part of that group. Fans of
The Simpsons might exclaim “D’oh,” or software engineers
may make middleware references with their sandwiches. The
choice of words indicates something beyond the meaning of
the words themselves. One may (briefly, please!) ponder
what group I am claiming membership in through my use of
shibboleth here.
At any rate, Lahr’s quote nicely encapsulates some
thoughts I have had about silence, spurred on by a pair
of experiences over the past few months. A while back I
was in my first public improv performance. We were all
amateurs, some with many years of experience, others with
a year or less (such as myself). In this performance we
started each scene with one idea (often from the
audience) and proceeded from there with some sort of
structure. What often happened was a scramble to move the
idea forward – everyone speaking at once, with too many
ideas thrown in the first few moments to ever really
solidify into a great scene. Have you ever seen 8-year
olds play soccer? The ball and both sets of kids are a
whirling cloud that moves up and down and across the
field like the Tasmanian Devil. That was us.
But then the next night I saw the Kids in the Hall – a
comedy troupe that has been performing together for a
very long time. After the scripted material had finished,
the audience was clamoring for more. In advance of the
encore, they all walked on stage and thanked us, then
improvised a few jokes before heading off stage to
prepare for the encore. All five of them managed to hold
the stage coherently. Not everyone spoke at equal length
in those few minutes, but at no point did any of them
speak on top of another. It came off as natural and easy,
but it was really quite incredible – grab four people and
try to do that some time.
Where they succeeded and we didn’t-succeed-as-well (for
there are no losers in improv) was in allowing for
silence. Each Kid in the Hall was silent for most, if not
all, of their unscripted segment. What a powerful
contribution they made by not speaking. Yet what a
strange statement to make – that a comedy performer
helped by not speaking – how can that be? We tend to
expect performance to be the explicit utterances, not the
space between them.
But, as the word shibboleth reminds us, there are layers
to communication, and there’s a lot that can happen
without verbalization – posture, gestures, breath sounds,
eye gaze, facial reactions, and more. The Kids in the
Hall were doing all those the entire time – and they were
paying attention to each other. When silent, they were
actively silent – sending and receiving information.
This behavior is crucial in ethnographic research. When
interviewing, ethnographers speak minimally (reviewing
videotapes suggest as little as 20% of the time). Yet,
the interviews are directed and controlled by the
interviewer. Nodding, eye contact, and body language all
support the respondent in providing detailed information.
More tactically, we learn to remain silent for a beat or
two after someone has answered a question. People work in
“chunks” and often there are several chunks required to
deliver a response. Simply remaining silent (and this
does take some practice) and allowing the respondent to
answer in their own time is remarkably effective.
Of course, there is often more than one researcher on
hand. If the first ethnographer remains silent, waiting
for the respondent to continue, the second ethnographer
must recognize that, and also listen silently, rather
than using the opening as their chance to interview. This
collaborative use of silence is something the Kids in the
Hall managed and my improv group did not.
We experience these same challenges in more familiar work
settings – brainstorming, meetings, etc. We work in a
society that judges us primarily by our own contributions
rather than the way we allow others to make theirs. If
the collaborative silence is not a shared value in a
group, there can be a real problem for those who default
to listening, not speaking. We’ve learned how to give
credit to those who utter the pearls, but we don’t know
how to acknowledge the value of those that choose their
moments wisely, that allow others to shine, and that
ultimately enable those pearls.
I don’t propose any solution and I won’t condescend to
suggest “gee, if we each would try a little harder to…”
Indeed, so as to not end on a preachy note, I should
point out a 2002 episode of The Simpsons (DABF05, “Jaws
Wired Shut”) in which Homer’s jaw gets wired shut. He is
physically unable to speak. He does become a better
listener, but most interesting are the positive qualities
the people in his life project upon him. Simpsons
Executive Producer Al Jean said: “When Homer gets his jaw
wired shut, it makes him into a really decent, wonderful
human being.” I don’t know if Al Jean is getting post-
modern on us, but Homer’s internal change, through his
silence, was fairly minor compared to the differences
that other people perceived. For even more on that theme,
check out “Being There” by Jerzy Kozinsky (with Peter
Sellers starring in the film version).
—
Soundbites from “Jaws Wired Shut” here.