An unfortunate symptom of success is that it’s “sticky” in our memory. As a result, when something works, we don’t want to change it. This is often a helpful trait, but it does occasionally get in our way.

I’m posting this as back-dated to when I originally wrote it.

Entering the Echo Chamber

The “echo chamber” effect essentially means that we block out feedback that contradicts our currently held belief, and only perceive stimuli that affirms our viewpoint. As individuals we’re all susceptible to this, but it often get magnified at an organizational level.

It boils down to “we’ve done this, therefore this is the best way to do it”. This logic is clearly flawed when simplified in this manner, but the real world is never quite that simple.

“Constructive” Criticism

One reason that we may dismiss feedback in any form is that it wasn’t terribly tactful. Certainly we shouldn’t pour over every word in a scathing curse-filled tirade, should one ever grace our inbox. If you’re developing a mass-market product, though, there may be some useful product insights nestled between those four-letter expletives.

Negative feedback is often a strong indication that there is a defect in the product. Too often though, this kind of feedback hits the trash.

They just don’t “get” it.

There is often a tendency – especially in product development in the technology field – to dismiss feedback with the view that the person delivering that feedback doesn’t “get” the product or service. They’re “not the target audience”, so therefore their views are less relevant. I would argue that if someone is interested in the product enough to write you about it, they do get it. Your product is lacking.

This is how we do it

The worst echo chamber case in the technology field is prejudging methodologies and technologies in light of what an individual or organization currently does.

Do I have a solution?

No, not really. I’m not sure what to do with any of this insight. It’s hard to fight a bias you’re barely aware of, though.