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Norman, D. (1999). Chapter 9: Soft and hard technology (p. 221-242). In _Things that make us smart_. Cambridge: Perseus Books. Norman distinguishes between hard and soft technologies. Hard technologies are technologies where the human must conform to the rules of the technology. Soft technology is more flexible and adaptive. This is a nice idea for augmenting technologies but Norman is being a bit too general (or perhaps I'm being a bit too hard (in the technology sense) on him). Perspective lead to understanding and ideas of how things can be used so it is important to have perspectives that are both fulfilling and accurate. Technology cannot be soft. It is, by its very nature hard, it is rule driven, exacting, not very adaptable. Technology implementations, though, can be soft. If we keep this distinction in mind and make it clear to everyone invovled then how we develop technology can proceed more effectively. When designing technology if we understand that we are working with hard building blocks that can be arranged (by us) in different ways we are able to manipulate the technology more effectively. Consider this little bit of speculation about the future: http://www.burningchrome.com/~cdent/slis/l505/papers/slisessay9.htm Because we are experts at adapting our language we need to expose the language of the computer, both programmatically and physically, then we can manipulate it. That's the power of language: persuasion. Norman solidifies my point about the distinction between hard and soft implementations when talking about the Rabbit software. He acknowledges that the internal representation that Rabbit uses is hard, as it has to be. It is the surface representation which is, to him, soft. It isn't really soft, it just appears that way. Back to the Index