Moods, Wicked Problems, and Learning

By Peter J. Denning

Communications of the ACM, Vol. 56 No. 3, Pages 30-32
10.1145/2428556.2428566

Wicked problems and learning environments present tough mood challenges for leaders and teachers. Telepresence and sensory gadgets are unlikely to replace physical presence in these areas.

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2 Comments

Melissa Cayer

March 03, 2013 07:09

If you applied this information to customer support centers that support customers via phone then what would you conclude?

Peter Denning

March 04, 2013 06:02

Call centers are not directly connected with moods. However, it is well known that customers intensely dislike robot receptionists and service agents. Call centers that employ these machines can inspire moods of distrust, resignation, and even resentment, which surely cannot be good for business!

Peter Denning

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Moods, Wicked Problems, and Learning

The full text of this article is premium content

2 Comments

Melissa Cayer

Peter Denning

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