A Promise

 

I want my country to lead the way in communication.
I know from experience that the telecoms industry is overcomplicated.
I promise to redesign the way we communicate virtually, for the benefit of the UK and the wider world.

 

Foreword

 

In

One cognitive bias is known as cognitive dissonance1. This is a feeling of stress triggered by the receipt of information that contradicts our preexisting understanding of the world. In polite society, kind people behave in a way that is intended to minimise the amount of stress imposed on others, i.e. withholding information from others that may cause them to feel stress. Whilst this gesture of kindness prevents any unwanted feelings, it can allow people to sustain an incorrect belief that their behaviour is good.

An example of this is miscommunication. When we communicate, it is assumed that our message is received with clarity. We imagine that the meaning we intended to express is shared and understood. However, this is not always the case. When we share the same physical space, our choice of words, body language and facial expression help us achieve mutual understanding, but when we communicate asynchronously in remote work environments, the context in which we receive a message has a significant impact on how we perceive it.

Consider this concept of miscommunication as you read this analysis of the tragedy of the Homestead Strike; an event in American history where seven people lost their lives and 11 were injured due to misinterpretation of asynchronous messages.

 

Homestead

The year is 1892.
Carnegie Steel Company.
Seven people die due to miscommunication.

A vast steel mill in Philadelphia provides the USA with the majority of its railroad tracks. The mill is owned by Carnegie Steel Company, a business founded by Andrew Carnegie and managed by Henry Frick. Steel prices are on the rise. Workers at the mill have unionised and are demanding a sliding scale of pay depending on market pricing.

Carnegie Steel proposes an 18% wage reduction and increases production. Andrew Carnegie heads to Scotland for an extended period of leave, leaving Henry Frick in charge of the mill. To deliver the level of production required, Frick drives workers to the point that they go on strike. In need of counsel, Frick writes to Carnegie in Scotland. It is here that a misunderstanding of asynchronous messaging begins to follow a path a tragedy.

Andrew is in Scotland; his homeland. He is happy and optimistic.

Henry is in the mill. He is nervous and determined.

Henry writes to Andrew:

What did Andrew perceive?

How did Andrew reply?

What did Henry perceive?


May 4, 1982
Letter from Carnegie to Frick
"One thing we are all sure of: No contest will be entered in that will fail. It will be harder this time at Homestead.... On the other hand, your reputation will shorten it, so that I really do not believe it will be much of a struggle. We all approve of anything you do, not stopping short of approval of a contest. We are with you to the end."

June 10, 1892
Telegram from Carnegie to Frick
"Of course, you will be asked to confer, and I know you will decline all conferences, as you have taken your stand and have nothing more to say.... Of course you will win, and win easier than you suppose, owing to the present condition of the market."

Note: (The so-called “Battle of Homestead” took place on July 6, 1892)

July 7, 1892
Telegram from Carnegie to Frick
"Cable received. All anxiety gone since you stand firm. Never employ one of these rioters. Let grass grow over works. Must not fail now. You will win easily next trial."

July 17,  1892
Letter from Carnegie to cousin
"Matters at home bad -- such a fiasco trying to send guards by Boat and then leaving space between River & fences for the men to get opposite landing and fire. Still we must keep quiet & do all we can to support Frick & those at Seat of War. I have been besieged by interviewing Cables from N York but have not said a word. Silence is best. We shall win, of course, but may have to shut down for months."

November 18, 1892
Telegram from Frick to Carnegie at the end of the lockout
"Victory!"

November 21, 1892
Telegram from Frick to Carnegie
"Strike officially declared off yesterday. Our victory is now complete and most gratifying. Do not think we will ever have any serious labor trouble again.... Let the Amalgamated still exist and hold full sway at other people's mills. That is no concern of ours."

Late November, 1892
Telegram from Carnegie to Frick from Italy
"Life is worth living again -- Cables received -- first happy morning since July -- surprising how pretty Italia -- congratulate all around -- improve works -- go ahead -- clear track -- tariff not in it -- shake."

Late December, 1892
Letter from Carnegie to Frick from Rome
"I am well and able to take an interest in the wonders we see.… Shall see you all early after the New Year. Think I'm about ten years older than when with you last. Europe has rung with Homestead, Homestead, until we are sick of the name, but it is all over now-So once again Happy New Year to all. I wish someone would write me about your good self. I cannot believe you can be well. Ever your Pard, A.C."

References

  1. Festinger L (October 1962). "Cognitive dissonance". Scientific American. 207 (4): 93–102. Bibcode:1962SciAm.207d..93F. doi:10.1038/scientificamerican1062-93. PMID 13892642. S2CID 56193073