Is “My Neurodiversity is a Superpower” helpful or not?

This idea is going around all the socials again. All ND folk get the “ADHD/ASD/Dyslexia etc makes my special person super special” or more commonly “is great for business”. But the absolute refutation of neurodivergence being positive has crept back.

The former I have sympathy with, as much as if I had ever heard it from a neurodivergent pal. The world is constructed in such a way that we are set up to fail. If by chance something helps you get an edge in a particular situation and finally feel good about yourself then great. Celebrate the heck out of that superpower. There will be time enough that you will struggle with Lex Luthor and their kryptonite.

The later is where the Superpower slogan really comes from. Organisations, government departments and people out to celebrate the monetary value of neurodiversity. The fact that the majority of the programs are below standard pay level and are run by no ND folk without input into accommodations are a huge problem. Excellent ND lead orgs like Genius Within exist that are the exception but by and large the answer to ND folks low employment rate is met my “How can I profit from this”. Using Elon Musk, or some other (usually white, male, privileged) icon as an example of “success” is more of the problem and more with marketing the inequity.

Heath doing that Clark Kent revealing the Superman costume under the shirt pose.  I can admit I have a problem

What I do take exception to is punching down on anyone that has a moment of success and want to feel good about themselves wrt their neurotype. For the sake of everything that’s good, please knock it off. The fact is we have spikey profiles. We find some things easier and some things harder than the baseline. If you want to call the first bunch superpowers and the last kryptonite go for it. But the fact is, the things that neurotypicals are worse at than us, have been built into the rules or society to accommodate THEMSELVES for. Things like sitting still, social unstructured offices, working to a timetable rather than to interest … social structures that set us back. Every time we can’t equally compete in a world built for others or struggle due to difference socially, we are then called disordered and diseased.

Something I’m coming to rediscover is that projects not in conscious attention are still being worked on. My idea, and self experiment, is: if I start an idea with motivation, wire frame it out in my mind, then step away from it by dropping it out of conscious attention, when I pick it back up later I’ll have additional detail, and it’ll surface again when a new connection is made in parallel to the thing I’m doing in conscious work. This is really apparent when I’m getting across a whole business plan and linking detail to strategy. Procrastination and distraction don’t describe that process, and neither does multitasking. But it’s often used to describe what I’m doing.

To be honest I think there are a couple of things in the ND community that worry me. It’s hard not to fall in line with being told “it” – ie. our neurotype – is a disorder and a horrible problem, and by association so are we. I understand us thinking that, as it’s written in the descriptive title “disorder” given to us. It’s compounded by work practices and training that are designed for people unlike us. So we struggle to be something we’re not, using methods that hinder us, and can cause us pain. This leads to poor performance, and feedback that we don’t live up to our “potential”, further driving down our sense of self and acceptance of the deficit narrative.

But given space to thrive and practices that support us we can do exceptional things. But often these relaxation of the rules are a privilege afforded to the usual demographics, commonly white, male, financially secure, etc. I’d love to see that acceptance/practices/support extended to all demographics. So team meetings, but start with an agenda, have notes and end with action items (for executive functioning). Meeting spaces where distractions are minimised but doodling is OK (for stimming/fidgeting). Where text, voice and visuals are equally supported (for accessibility).

If neurodivergence is a disease, and treatment of it’s symptoms include, working with an ADHD coach to use motivation mapping to keep an interest in focus, or inventing BuJo to keep your life in a forward flow without (or even despite) executive function collapse, then by that logic every organisation psychologist should be called a medical specialist treating the disease of neurotypicality. I’m not saying it’s wrong, but I’d like some equality there. There are stacks of stuff in every Adam Grant book that don’t apply to me – but they are great skills and tips that I have to motivate and accommodate my NT colleagues.

None of the discarded crochet sets I did with my grandmother are about crochet; the squash racket in the back closet from my brief university days getting thrashed by my 70yo Professor, is about squash; the guitar that I spent 72hours learning Bohemian Rhapsody on when I found out that my dearest friend loved that song (on the eve of her birthday), was about guitar; the card game, since unplayed, that I played with my mum after her stoke, in her last days, was not about cards. They are about the attention and motivation and interest that was all consuming – in that relationship.

I get it. Sometimes I hate being different. I’m Autistic with my ADHD. I’m a reasonably good looking, intelligent and nice guy. Not being able to connect in a relationship till I was 27, losing jobs and burning out of university … that almost killed me. I’m a 28 year sober alcoholic. I blamed myself for being lazy and weird because everyone else seemed to say it first. What was odd though was that I also did exceptional things when everyone was in a crisis and saw the world in ways that were clear when others were baffled. Because of that I had friends when I was (ie: my “superpowers” were) exceptionally useful and no support when I needed it. That changed though. I’m making supports. I’m making support structures for others and fighting for inclusion. I’m old enough and accomplished enough (in the good times) that NTs have to put me in their hierarchy. So now I can make space and change and help others up. I’m strong enough now to meltdown and break in ways that we’d normally do in private and shame, but follow that up with education and transparency to try to get accommodation and acceptance for others. Some days I’m really kicking off the bottom and it’s a struggle to go on. I still hear the R word, and get questioned on my worth and ability.

But I show up every day.

So no. I will never subscribe to a disease model of ADHD (or Autism or dyslexia etc). I won’t talk about neurodivergence as a thing I can be separated from, like it’s a parasite hiding the real perfect me underneath. Because that’s not true and that helps nobody. What does help people, the neurominority, is lobbying and pushing for equitable rights. Equitable workplaces and social settings. Acceptance and awareness and appreciation.

Reflections Post TLCC 2022

I wrote some loosely SQL structured poetry over two nights, on a mini laptop at the bar (eating my vegan sliders)

REFLECTIONS POST TLCC 2022

Settling into a new job, I was trying to explain the irreverent majesty that is Nerd Summer Camp1 to those of who have only seen it through rumour and the social media posts. Every time I try to explain TLCC to anyone I end up feeling like Judy Garland returning from Oz, and trying to convince her family that a magical place really exists.

From the emotional wave of ‘feels’ on social media, the dulcet tones of the Tessiturians (that majesty I was talking about), to the Campbellan journey of Jen Skelly’s lanyard2, it could seem pretty baffling. Even for those of us there it can be a lot to unpack.

On the way home I took some R&R  in San Francisco while trying to wrangle my head and heart, like a parent collecting sugar fueled kids from a birthday party. With no small irony, I  found some focus at a late night Jazz bar that serves (non-alcoholic) Kombucha cocktails.  Yeah, I was that guy, minus the man-bun and ill advised facial hair.

Anyway I wrote some loosely SQL structured poetry over two nights, on a mini laptop at the bar (eating my vegan sliders).  As I was in San Francisco (and had rewatched Mike Myers in “So I Married and Axe Murderer” again on the flight in), I went the full mile to gave it a spoken word recording.  Given Andrew’s keynote unveiled his new love of great poetry I thought it’d be fun to share. 

TLCC (In some ways)

In some ways, 
            I’d forgotten 
what TLCC was like. 
Just how intense and overwhelming, 
                        joyful and exciting, 
                                    frightening and sad. 

The experience is something perhaps less like life, 
and better explained in Norse saga; 
            breathed into existence by Walt Whitman; 
                        found in an attic 
                                    as lost sketches for Picasso’s Guernica 
                                    or Brett Whitley’s alchemy. 

Feelings at TLCC seem taller, 
            and broader.
Like things that belong on the stage, 
            poured from the musing of artists; 
not from the office that supports it3

And perhaps TLCC has answers to that as well. 
(the) Andrew Recinos quoted Lao Tsu in his closing address 
            The wise have no minds of their own,
            
finding it in the minds
            
of ordinary people.4
And anyway, 
            are there wise people
                        
at all? 

Something that my friend,5 
            Mary French 
            and I 
            talked about, 

when people say
            (sceptically or) in flattery, 
            “Are you the smartest Tessitura person here?” 

the answer is no 
            … but also yes. 

We are not the smartest, 

except that we are, 
            because we have the mind of the community behind us.  

We are a gestalt;

An incredible hive mind of ordinary people, 
            that do well on our own, 
but attain genius when we join together 
            in odd harmonies. 

And this becomes magnified, 
            geometrically, 
                        in that liminal space of conference 
as our minds do not sum as single blocks, 
but create new 3rd and 4th opportunities 
            between us 
                        that would never be possible apart. 

We are more chemistry than physics. 

With networking interactions happening at speed, 
and relationships 
            (previously existing in green lines of commented SQL 6
            or the brevity of forum assistance, 
                        between people at organisations, 
                        continents and hemispheres apart) 
are filled with both the details of real life, 
            emotion of people who understand 
                        your most frustrating predicaments and 
                        greatest achievements.  

In some ways, 
            TLCC is like 
                        meeting your parallel earth doppelganger. 
That person with a similar experience; 
the same frustrations with “that” department; 
that has won “that” personal battle 
            you’ve been fighting so long that 
            you’ve lost the image of success; 

and they can give you the key to success. 

They are that person that also struggles to be seen 
45+ hours a week, 
that validates all your experience.  

They are your reflection, 
            your potential energy, 
                        your soul. 

So,

In some ways, 
            It’s unsurprising 
that TLCC is such 
an emotional experience.


Spoken Word “In Some Ways”

[1] aka TLCC

[2] I’ve talked to my therapist extensively about the existential dread of wondering at the fate of Jen Skelly’s lanyard outside of the bubble that is pre-during-post conference that borders on the nature of quantum mechanics. Nietzsche said that we should live life as if the material world was all we could know, but if Jen Skelly’s lanyard only exists in the boundaries of a relative conference bubble, what is the fate of its existence post conference? Is there a post conference at all?  Could all the lingering feels that we have post conference be the first evidence of quantum superposition in social media. Scary stuff.

[3] I really don’t agree. I see art everywhere. Art is in the person not the job. Like Jack (Rubin) said everyone is a little bit manager and a little bit leader in differing ratios. Punching out into the great blue yonder and mapping the path behind.

[4] not that I think Andrew is “ordinaryifying” Lao Tzu, at least that’s not his primary point. Regardless, I think that Lao Tzu who was aware of the conundrum first, and in essence, was setting himself up. I imagine he’s giggling at his clever joke still.

[5] and saviour and idol

[6] I had the pleasure of thanking Brian Wilbur Grundstrom for the number of times he appears in code comments in my database from stored procedures I’ve gleefully poached

Wrapping up

So this is my last week at Sydney Dance Company and in rather than doing a big card and big gift we had individual cards and gave some money to a couple of animal sanctuaries that I really wanted to support.

The past 5+ years changed me immensly. When I started I definitely did not have qualifications of a unicorn. But the support from the incredible women who I’ve been lucky to call my bosses and mentors, and the unconditional love and support from my community at SDC and the #tessituranetwork has changed my life.

I will always be grateful for the opportunities to strive and push, grow and change. Opportunities to make small changes the in work life of colleagues with automations, or strategic inputs to the growth of the business be, it data driven decisions, silo removing technology, or EDI.

You learn a lot about your best self through goodbyes. Things that you overlook in your day to day struggles. I’m thankful for the inclusion and acceptance, never being patronised, compitence assumed. The lack of barrier between artists and admin at SDC proves that we are striving for the same goal

“We believe that dance changes you. To experience contemporary dance is to go on an inspiring and fulfilling journey. More than simply witnessing something beautiful or engaging with an art form, it is to be positively altered.”

Whether that’s through teaching dance to youth remotley during lockdown, choerographing exceptional works of beauty and relevance, or mentoring new DBAs that need support; we are working off the same playbook. To leave the world in a better place than when we found it.

Thank you for never treating me like I didn’t belong, thank you for giving me space to have a voice, thank you for allowing me to change and make change.

#SydneyDanceCompany #TessturaNetwork #ActuallyAutistic (at Sydney, Australia)
https://www.instagram.com/p/Chys8ZbPt5o/?igshid=NGJjMDIxMWI=

Planners and diaries with ND brains in mind

At the start of the year, like many folks, I’ve jumped back into getting the chaos of my job back into order with new planners and journals. Yes, again. However, this year I’ve stumbled across some great ones that I wanted to share.

The Hero’s Journal

A friend from my ASD&D (Autism Spectrum Dungeons and Dragons) group brought this up with me a while ago and I’ve since been enraptured by it.  The Hero’s Journal is a daily planner, diary, … thing … that has developed a bit of traction across the neurodiversity community. It takes something that you want to achieve and presents it in a Magical Quest form to keep it interesting and fun.  It’s not just whimsical, it presents pretty concrete psychological planning conceits in a (let’s face it) wonderfully nerdy way, giving your personal project the Joseph Campbell treatment.  It comes in two versions, the Adventure style and a Magical Wizardry School  style

The hardest thing was coming up with a project, and after wracking my brain (pardon the pun) I came up with my mental health. I’ve got so many things that I really want to do at any one time that coming up with a single project seemed small – that’s until I stepped back a bit. So much of what I’ve been trying to achieve (autistic advocacy, personal fitness, support groups, etc) fall completely under my constant struggle with my own mental health. It was a bit of a revelation that I could unify so much of what I want to get done day to day under that super objective.

It starts with mapping out what you want to achieve and getting you to define the stakes. The rest of the journal is a daily planner with 3 goals and a threat and ally list. At first I was a bit sceptical but recurring threats kept appearing during my early morning planning sessions which highlighted lurking concerns that I had in the back of my mind unacknowledged.  The allies section was great.  Full disclosure, I’m terrible at gratitude. Judge me all you like, I don’t understand the concept.  But an ally list was great for me identifying people and processes that I had in my corner.  

More info on it here https://theherosjournal.co/

The Anti-Planner

Dani Donovan (https://www.adhddd.com/) is a cartoonist who creates content explaining the struggles of ADHD.  She is marvellous and funny and well worth following on Insta.  HOWEVER her new project is the Anti-Planner.  

How many of us have picked up a planner on the 1st January only to find that after a few entries it falls by the wayside? Well the Anit-Planner is the thing you do before you get to the Journal (in retrospect this should have been in the beginning of the post)

The by-line is “How to get sh*t done when you don’t feel like it”.  It tackles project management, not through planning, but by dealing with the road bumps and potholes that derail us.  

I’m beta testing the Overwhelmed section, which is one of the 5 categories of roadblocks.  The others are Stuck, Unmotivated, Unorganised and Discouraged.  Each of these areas have their own unique challenges and Dani has collected some incredible “mini-games” to clear that path to success.  The first task in Overwhelmed is “How to half *** a project” designed to overcome perfectionism. There are 2 lists to fill out here, what is the meat of the project (aka the “must haves”) and what is the gravy (aka nice but are not necessary). Another task is this section is dealing with your dreaded Procrastination Hit List.  Cartoon those tasks you keep putting off on the supplied Wanted Posters and send out a posse to bring ’em in!  

There are silly things in there but all back with solid psychological theory.  It’s an amazing way of getting Projects back on track when you “you know what you need to do, but struggle to get yourself to do it”

Distraction ≠ Anxiety

This blog post arrived from Hero’s Journal (the product of whom, I love) about distraction. It seemed to infer that distraction was the result of anxiety. It’s not that I’ve not heard that before (it’s quite a common trope in the “How to destress” pop-culture circle), but perhaps it struck me as odd here because the it was making distraction the subject rather than anxiety. The other reason it raised my attention’s right eyebrow was because I was talking (aka info-dumping) with a work pal this morning about the difference between working in the office and working at home.

Anxiety is not the primary reason for me to be distracted. IN FACT anxiety is a great driver of focus. In the office I tend to hyper-focus a lot because the excessive noise and human electricity-pollution creates such a atmosphere of stimulus stress that I usually have little choice but to burrow into work. Similarly task urgency makes me push into hyper-focus easily.

Additionally I’m more inclined to daydream when I’m in my home office working with much lower distractions and sensory pain.

Look, I’m no stranger to Yerkes-Dodson curve. I know that pressure leads to performance to a point. BUT I’m much more likely to hyper-focus with higher stress even when that stress is damaging.

Nancy Doyle – Assume Competence: Neurodivergent Staff Don’t Need Kid Gloves

It’s an ADHD thing (I’m pretty sure). I get distracted at low stress points and highly attentive at high stress points (until I meltdown). Heck, I went into business mode for a week when I arrived in Cairo the morning of Arab-spring when liaising with Australian and Canadian Governments (and the beautiful people of Egypt) saved our lives.

There’s also the judgment call on what we call performance. Free associating is great innovation work. It’s essential to me making innovative ground on projects.

So “No.” Destressing is not a solution to my distractedness. In many cases it’s the exact opposite.


On the other hand do check out the Hero’s Journal. I love mine and I’m using it to my personal mental health project. More on that soon

Holiday Reading (& Listening)

So as I’m on holiday at the moment and powering through my holiday reading … and listening as I’ve taken to long walks accompanied by podcasts.  I’d Just finished Sarah Kurchak’s hilarious memoir (I Overcame My Autism and All I Got Was This Lousy Anxiety Disorder) that I’d been trying to finish all year.  It was a book that I’ll read when I felt my sense of self starting to become insubstantial, like Marty McFly vanishing because his past was starting to become erased.  Whenever I felt so apart from the world around me I’d read some of that book and know that I wasn’t the alone (and it was ok to laugh).

Since then I’ve been searching for my next literary adventure, which I found in …

Katherine May’s “Wintering Sessions” Podcast

So full disclosure – I love Katherine May’s stuff.  She is an excellent writer that I discovered through her memoir “The Electricity of Every Living Thing.”  In the book Katherine talks about the year that she took on the 630 km South West Coast Path walk to try and understand why her life seemed to be so overwhelming and isolating, with the realisation that she is autistic. As diverse as the spectrum is there are things that we almost all agree on, and her fitting together that puzzle of a lifetime of experiences during her years journey was something that very familiar.

Her second book is “Wintering.” Wintering (as a verb) is described as the power of rest and retreat in difficult times. It’s a very apt metaphor for pulling back and healing in response to those times when trauma comes into our life. But rather than a dormant time Katherine talks about how actively nurturing, necessary and powerful that time is. It isn’t a maudlin or depressing read at all.  It’s a beautiful exploration of growth and opportunity.

And from that book she has curated an incredible series of discussions in podcast form that I urge anyone to listen to. In the Wintering Sessions Katherine interviews writers and artists who have weathered their own difficult times and have been transformed. The format is wonderfully personal and informal, making it very easy to connect to the people at the heart of their own story.  I picked the podcast up in the Divergent Conversations Instagram series starting with her conversation with multiform artist Sonia Boué. The incredibly open and easy conversation between two neurodivergent artists was incredibly refreshing.

So that’s my reading list for this end of 2021; both healing and inclusive.  If you need new podcast (or book) have a crack.

I’m interested in what you might be consuming during the holiday season.

Belonging

I get the message. I don’t belong.
I know that people would be upset to know that their words say that, but it’s there.

A work conversation recently to a group of colleagues was along the lines of,
“it’s so much better for you to go into the office and have those organic conversations; to be able to catch someone in the corridor and get an answer to a question. We were all in yesterday and it was so easy and we got so much cleared.”

I know what they mean and I know that they mean well, but what they are actively telling me (and people like me) is that your authentic self is not welcome and your personal health is not important. ie: you don’t belong.

That’s a pretty strong statement for me to make. But it’s necessary because it’s in direct contravention of disability equity and inclusion goals. The act of having to prove fundamental truths about ones experience, and having to prove the barriers for disability is part of the problem. Milton’s double empathy problem1 states “when people with very different experiences of the world interact with one another, they will struggle to empathise with each other.” The issue is the lack of equality in the relationship creates a paradigm that, as the autistic experience is not able to be felt by others, it is frequently questioned, dismissed or disbelieved, despite evidence to the contrary.

Conversely we understand and accept the needs for a large portion of neurotypical & allistic society to need spontaneous interaction to function at their peak. If you need that to be at your best we support it (if it could not be at our expense that would be great too). Many of the needs of the widest part of the neurotypical (and frequently white, cis-male, heteronormative etc) community are baked into the work culture. But often that is at the expense of the minority.

Too many times in the past when I’ve come up against group pep talks (or group reprimand) I’ve approached the speaker to clarify what I’m doing wrong or explain the difficulty in doing what was asked. Every time I’ve been told “Oh I wasn’t talking to you”. What that DOES tell me is that I’m rarely, if ever, talked to. Like the opening speech. Hence my problem. What has been said in those moments are a general statement establishing general expectations, ie: the status quo. I exist outside of that ie: I am siloed.

“when people with very different experiences of the world interact with one another, they will struggle to empathise with each other.”

Damian E.M. Milton June 08 2012

So why is the office environment a problem?

Inherently it’s not, but a couple of issues are2:

  • Autistic folks keep a lot of information in conscious memory. On top of that we are asked to performatively mask in order to fit into the work culture taking up additional resources. Screening out background noise, smells and UV lighting takes even more resources. As a consequence there is not a lot of conscious processing left to focus on what we need to do. Therefore social interruptions and “can I just grab you a moment” can be crippling.
  • Masking leads to suicidality and burnout3. Reason being is that if you succeed then you have just proved that a persona is more valid than your authentic self. If you fail then you let slip your authentic self to your detriment. Additionally the effort to maintain that persona takes energy and focus that you need for your basic work and self.
  • Multiple conversations at the same time like in a lunch room, or corridor, require screening out of background noise and stimulus. That takes effort. That’s not even starting on eye contact and body language.
  • Not having time to prepare information for a conversation means that a lot of processing power will have to go into dragging that information into conscious memory, and shelving the task that you were on.
  • Often the spontaneous conversation will require an answer that hasn’t been scripted. Yet again this increases the amount of conscious thinking to
    • a) parse the information and formulate a response,
    • b) judge the position and personal status of the one you are talking to in case they need a specific tone or level of detail,
    • c) edit that response for generally socially acceptable norms,
    • d) keep looking for facial and/or body language cues from the person you are talking too. NB/ I have to do this in conscious memory.

We are expected to do all the above AND not rock the boat.

By existing outside of that I am excluded. So isn’t existing outside of the rules a positive accommodation? No. I’ll explain.

To fit into the work environment I’ll need to subject myself to exhaustion and pain OR not be in the room where decisions are being made. Not being in the place where the organic conversations were being had means being excluded from the decision making process (bad for me) and having ones knowledge, skill and experience removed from the decision (bad for the business).

Because I am rarely in the room when these decisions are being made I am frequently coming up against last minute deadlines. These scrambling for deadlines and approvals further impact mental health as well as business outcomes and can lead me to working 12+ hour days.

People don’t want to deal with disability and so they work around it and create a silo. This leads to more forceful insistence and begging, which in turn leads to more alienation.

So there’s got to be a solution right?

Sure, I’m not going to just complain and run (that’s no good for my own mental health at the very least). The solution is to be prepared. Set meetings with an agenda (or create them in the moment) and write stuff down. Designate someone to take minutes. Follow up and inform. Plan. Respect boundaries.

But there are other things as well. Celebrating team wins need to be done in a way that everyone can participate in. Staff x-mas parties are excluding, and if I attend I do so at my own health cost. Team building activities are the same.

So keep in mind that (despite what pop-organisational psychology might suggest) we are not all the same. You have a diversity of colleagues and reports. Treat them with equity (not just equality) and find the way to come together. They alternative is loss of talent and headaches – but also depression and burnout.

  1. On the ontological status of autism: the ‘double empathy problem’, Damian E.M. Milton June 08 2012
  2. The Dark Side of Autism in the Workplace, Marcelle Ciampi June 10, 2019
  3. Autism Masking: To Blend or Not to Blend, Rebecca Joy Stanborough, March 10, 2021

The ADHD Tax

It’s a lovely sunny winter weekend afternoon over here in Sydney lockdown.  I’ve just made a batch of spinach and cheese arancini and am contemplating the medium future in the way that you do when you are observing time by the rate that a cat has to shift its position on the bed to remain sleeping in the sun. 

TLCC2021 stirred up a few thoughts for me.  One was inspired from the many incredible sessions that I went to from the Tessitura Enterprise team (whom I always imagine as being Starfleet Officers).  I succumbed to their insistence that I finally read CRM at the Speed of Light, and not leave it as a shelved trophy for my Zoom background.  

The other was this blog post on the ADHD tax, that I’d been thinking about for some time.  If you are not familiar there has been a term floating around the online community about the concept of this tax, the cost to ADHDers for replacing things that have gotten lost, credit score hits from forgetting bills, late fees for things that have not been returned on time, impulse buys for things that we honestly don’t need, etc. It is one of those things that ADHDers will sigh and agree, and a recent Reddit post with almost 9000 upvotes and 700 replies underscores that sentiment.

Back to reading Paul Greenberg, I was at around chapter 2 on collaborating with customers when those two thoughts crashed together.  At TLCC I was banging on about making equity for neurodivergent folks in the workplace.  This is incredibly important for belonging and inclusion for our colleagues.  It is a simple step to widen that thought process to our ND customers. 

I’m going to quote Starfleet’s quote of Paul Greenberg definition of CRM

“CRM is a philosophy and a business strategy supported by a system and a technology designed to improve human interactions in a business environment”

Paul Greenberg, CRM Magazine, October 2003

It’s that final bit that really is the kicker for me.  In CRM at the Speed of Light 4th ed Paul goes on to define Social CRM as

Social CRM is a philosophy and a business strategy, supported by a technology platform, business rules, processes, and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment.

Paul Greenberg, CRM at the Speed of Light

The collaborative conversation in a trusted and transparent environment is important because, as we continue to see, we need to walk the values we talk.

So here is my pitch.  In the interest of a modern and inclusive CRM (business and customer) relationship, how are arts orgs helping our customers with the ADHD tax?  How are we helping patrons remember shows with pre show emails?  How are we giving our customers clear and actionable ways of exchanging without judgement?  What are our rules with regards to a cooling off period on impulse buys? A friend’s (Martin Keen) recent forum post on adding an iCal element to booking confirmations was a great thinking point on inclusive design and being broad in our DEAI goals.  

There are a number of business rules, processes and technologies that we can use to engage our customers in ways that make our relationship stronger. I’m excited to look at my own organisation’s accessibility from increasingly broad perspectives. 

Post conference book club

Another conference over. Sad but true. It was about 50 hours of video and face to face over the week. As with conferences it was hyper focus for the week followed by info digestion time. Well meaning folk talk about looking after yourself, only doing x hours, regular breaks etc. and a lot of that is right. I would sleep in 1-3 hour shifts but my waking focus was all on conference learning and sharing. I’ve tried other ways of being but it’s not healthy to be honest. A little thing that allistics don’t really understand is that it’s not the hours that cause stress but the human interaction and switching between tasks that really get us. Suffice to say that it was a great conference with a lot achieved.

As always I went to quite a few Customer Relationship Management lectures and picked up a great suite of recommends – some that I’ve been wanting to read for a long time like “Nudge” (Thaler and Sunstein), “Decisive” (Chip and Dan Heath), “CRM at the Speed of Light” (Paul Greenberg) … and the huge favourite “Thinking Fast and Slow” by Nobel prize-winner Daniel Kahneman.

Daniel Kahneman, Thinking, Fast and Slow

So I started by post conference reading on Daniel Kahneman. This book has come up in many conversations and readings over the years and is built on 40 years of research. Systems processing in psychology breaks thinking into 2 processes

System 1 “is the brain’s fast, automatic, intuitive approach”. System 1 activity includes the innate mental activities that we are born with, such as a preparedness to perceive the world around us, recognise objects, orient attention, avoid losses – and fear spiders! Other mental activities become fast and automatic through prolonged practice. 

System 2 is “the mind’s slower, analytical mode, where reason dominates” . Usually, system 2 activity is activated when we do something that does not come naturally and requires some sort of conscious mental exertion.
https://www.marketingsociety.com/think-piece/system-1-and-system-2-thinking

Of course I’ve come across intuition and heuristics before. I was a psych major and spent untold hours as an acting student at university in Sandy Meisner “magic circles” acting impulsively. These things were either ideological (the former) or a bit of a pretence (the latter). I was always told that I was too ‘much in my head’ as an actor and not impulsive and ‘gut’ enough. I got better at faking it OR rehearsing so much at home that the thinking became unrecognisably fast, like remembering lines by reading them off the script in my mind. I’d argue that people were just ignorant of the calculations that they were doing in social situations and the amount of relationship math that was going on to interact with others were just the thing that they liked to call “intuition.”

Then I discovered I was autistic.

Well it was a long time coming to be honest. I was many times called autistic or aspie (amongst other things) when I was overloaded enough that the mask dropped. I rolled with it and tried harder. and harder. and … well it got to a point when I was working with others a lot more than usual in strategy and inter-team negotiation. And when my boundaries were crossed one to many times I did what comes naturally – I researched – and discovered my autistic self. Meeting more and more autists I realised that I was not just hard work, a broken person, or less – but a fully functioning autistic adult. That’s a conversation for another time.

Back to “Thinking Fast and Slow” by Daniel Kahneman I was reading about word association games and impulsive thinking and exactly how (neurotypicals) think about these things. Having thoughts that just into their mind when another is said as if by magic. You see this doesn’t happen for me. When word associating with my wife and she says yoghurt I think hard and come up with the yogurt that I just put into the fridge and make a conscious choice that I’d go with blue like the navy blue sticker that was on the carton. Or if she said smile I would conjure the list of emoticons and go to the next one in the list as a conscious choice. Impulsive thoughts to me are just cognition at speed.

I’ve posited this to my autistic psychologist friends and looking forward to what they have to say. From the recent feedback they seem to agree. We don’t do System 1 thinking. We don’t attribute malice to a big triangle that is following a smaller one (you neurotypicals are weird), we think about it and respond ‘appropriately’ (I realise this is laughingly subjective). It’s the same reason I believe that we autists have a large disregard for gender stereotypes with our high gender queer constituency and a high sense of justice in our shirking of nonsensical social convention. Of course I’m massively biased but I know that because I don’t do System 1 thinking. I think that we do an incredible processing job emulating heuristic thinking and doing so wonderfully well. But I’m sure that my thoughts on this will evolve when I talk to our incredible community further who will enlighten me more.

Literally food for thought.

Stay safe

Smug Heath Wilder in front of a red curtain.  TLCC 2021 logo beneath

Autism Appreciation Month: Work and Autistic folks

Hi folks,

Your friendly neighbourhood autistic here. It’s autism awareness/acceptance/appreciation month so I thought I’d share a couple of great resources for helping yourself and other colleagues interface better, smoother happier, etc.  It’s more specifically Autism Awareness Day on the 2nd April but I was busy with my ADHD taking me in many other directions so … here we are. And I’m going to just assume that you are aware and accepting of us so let’s move onto appreciation.

Of course it’s always good to start with “If you’ve met one person with autism, you’ve met one person with autism.” We’re all different and mileage may vary but these below are a good starting point.

Hunter Hansen is a great advocate for autistic professionals and he sounds like Owen Wilson so what’s not to like!  All his content is great but especially relevant are the youtube vids 

Ashlea McKay. Now I’m going to riff of the last Hunter video as a segway into Ashlea’s great advice.  But first a bit about Ashlea.  You’ve heard me mention her in a previous post about using a codeword (banana) to indicate informations processing time in a meeting.  Well she regularly posts tips and thoughts about autism at work in her Quirk Monster Bites on LinkedIn. The one that jumps out at me everytime is about Open Plan offices.  Yeah we all hate them.  The ‘pop-in‘, the ‘have you got a second‘, the ‘I’ll just save you form overwork with my mew tiktok dance‘ – yeah it’s exhausting to us. You can read her take here

Dr Nancy Doyle is neurodivergent and her Genius Within (based in the UK) has a lot of great information about all neurodiversity and advocacy in the workplace.  Her articles on Forbes and posts on social are also worth a read.  Information neurodiversity is here

Neurodiversity Media by Rachel Worsley is the last trip on our tour and definitely not the least. There are an incredible number of free resources for  autistic and ND workers and managers including case studies and advice. They also have Toolkits to help addressing issues and getting every one on the same equitable footing.

Thanks for reading my little autism appreciation and awareness post.  Remember to read autistic/bipoc/trans/disabled voices and listen to what they have to say. Happy holiday if you are having one, and just general happiness even if you are not.

Heath