EPFL Presentation Downloads
The slides from last-last week's presentation at the Ecole Polytechnique Fedarale de Lausanne were culled from previously published research on Cultures of Repair and Innovation in India and China [4MB] and Communication, Literacy & Design [6MB]. Thanks Nicholas for hosting and students for sharing thoughts.
A question was asked about whether rural consumers were offered classes to how to use their mobile phones. They aren't (though I think at some point Orange in the UK offered its customers lessons to make the most of features on their phone). What does the lack of structured mobile phone classes say about how people learn to use their phone? Whilst designers strive for simple and intuitive designs offering formal classes isn't inherently a bad thing: it can help align the user's mental model with that of the system; introduce local users to one another to build up a support network if things go wrong; and ultimately put people at more at ease with the technology. How does this apply to you? - we are all only one generation away from being mystified by the next ubitquitous, useful, but ultimately sub-optimal for humans technology.
And the photos? From ad-hoc street research in South Delhi last year - in an effort to figure out what kinds of and what levels of literacy were required to run a paper recycling station.
Writing from Tokyo | February 19, 2007 | Permalink
LIFT Presentation Download
The slides to today's LIFT presentation on Literacy, Communication & Design can be found here [6MB PowerPoint] with a related essay here. The presentation was long on highlighting issued raised by the design research and short on showing solutions that have been proven to work beyond what is currently possible with well designed simple mobile phones. I can understand this probably disappointed a number of the audience, but ask yourself why. I'm not yet convinced that the obvious solutions - spoken menus and more comprehensive use of icons particularly work and the complexity and subtlety of the design solutions don't translate well to this presentation format in the time available.
A summary? Illiterate consumers are in many ways lead users for the rest of us.
The MotoFone mentioned in the question and answer session can be found here, and related Nokia products here and here. Related research can be downloaded from here.
And the photos? The first two were used in the presentation - field research in Delhi from 2006, snow falling on Helsinki from earlier this year and a presenter on the podium from an earlier session.
Writing from Geneva | February 9, 2007 | Comments (0) | Permalink
Shared Phone Practices
What happens when people share an object that is inherently designed for personal use?
A Nokia Research team set out explore this topic during a July 2006 field study in Uganda with a brief to understand how people share mobile phones. The research builds on prior research from India, China, Nepal and Mongolia and Indonesia.
An longish essay on Shared Phone Use can be found here, and a presentation co-authored with colleague Indri Tulusan entitled Shared Phone Practices: Exploratory Field Research from Uganda and Beyond can be downloaded from research dot nokia dot com here [7MB, PowerPoint]. A full list of related research can be downloaded from here , and you can sign up to be notified of new downloads by email info @ janchipchase.com with the word subscribe in the subject line.
The research team identified 6 shared use practices: an informal service called Sente that essentially enables a mobile phone owner to function as an ATM machine; mediated communication that neatly side-steps issues of technological and textual literacy; the ever popular practice of making missed calls; the pooling of resources to buy the lowest denominations of pre-paid airtime and extend the access days for the phone that is topped up; the use of community address books to reduce errors and (supposedly) encourage phone kiosk customer loyalty; and finally Step Messaging - the delivery of text and spoken messages on foot.
Whilst the baseline benefits of sole ownership and use of a mobile phone are personal, convenient, synchronous and asynchronous communication, the personal and convenient aspects of mobile phone ownership are compromised by sharing. This support the notion that phone sharing (as it is defined at the beginning of the essay) is seen as more of a transition to sole ownership than a naturally stable state.
For many poorer consumers in emerging markets other people's perception that you are connected is the status symbol, a sign that you have arrived and in some senses are worth connecting to. When most of the members of a person's peer group , or society are connected the focus of status shifts to the brand and model of device. phone ownership is not the same as use - if there are cheaper ways to communicate these will be used.
We are increasingly coming across what have termed unlikely consumers, where feature rich and once premium devices in the hands of the very poor and the myriad of ways the devices get there we have dubbed sideways adoption. Today the front-line of telecommunications innovation is in connecting the unconnected, and its a matter of time before today's unlikely consumers become tomorrow's innovators.
Heading to Sikkim early tomorrow for altitude + fresh mountains air, will return in the new year. Oh, and whilst no-one got it totally correct there is a winner for the blinged nano - will be shipped in January.
Writing from Darjeeling | December 21, 2006 | Comments (1) | Permalink
Signed Consent, Social Stigmas
If someone can't read or write how can they be asked to sign an data consent form?
In Uganda 26% of male adults and 46% of female adults meet the UN's definition of illiterate. During a recent street survey in Kampala we offered respondents a pen (for signature) or an ink pad (for thumb print). 114 of the 115 respondents signed opted for a pen.
What is a digital equivalent of a thumb print signature? What social stigmas would be associated with signing with a digital thumb print signature?
Writing from Cairo | October 16, 2006 | Comments (0) | Permalink
Connecting the Unconnected
Earlier this week I attended the Nokia Technology Media Briefing in Helsinki. I recommend Bob Iannucci's talk entitled Yesterday - Today - Tomorrow [1MB] and the accompanying podcast - he's a eloquent speaker. The second slide of his presentation highlights how far the telephone industry has come shows how far we still have to go to offer a simple, enjoyable user experience.
My contribution to the event? A presentation entitled Connecting the Unconnected [2MB] that introduced some of the field research methods we've been using; points to why pretty much everyone on the planet can appreciate the benefits of having access to a mobile telephone (personal, convenient synchronous and asynchronous communication, um, naturally) and introduces findings from a recent field study in Uganda and Indonesia into Shared Phone use. I'll expand on couple of points of the presentation in the coming weeks - in particular the practice of pooling resources to buy air time; the on-foot delivery of messages sent to phone kiosks - something that we've termed step messaging; and my personal favourite sente - the informal practice of sending money as airtime that effectively enables the owner of a mobile phone to offer basic ATM services (slides 37 to 40). All examples of innovation through necessity.
I'll post an annotated version of the presentation here at some point.
Visits to the Espoo mothership are always a chance to reconnect the remotely connected - spend face time with internal research clients, in-depth discussions on the implications of field studies and an opportunity to working out where next to focus our efforts. It's fair to say 2007 is lining up to be an interesting year, not that we've been sitting on our hands in '06. The speed at which research turns to actions shouldn't surprise me but it does - all credit to the development teams that make it happen.
Tomorrow I'll be waking up to the sound of Cairo, the exploratory research team rolls on.
Writing from Helsinki | October 5, 2006 | Permalink
To Mail You Is To Like You (A Little)
Visitors whose only interest is in downloading presentations can now subscribe the Future Perfect mailing list. You'll receive email notification when new material is ready for downloading. And that's it.
To sign up simply send an email to info @ janchipchase dot com with the word 'subscribe' in the subject line.
Why bother? Why indeed.
Writing from Tokyo | August 25, 2006 | Permalink
Decompression
Two days in a rural location to analyse and debate 8 days of field data before the team disperses. A big part of coping with urban Delhi is dealing with the heat, noise and dust. Time for reflection with the team is in one location is a necessity and we make the most of what we have - the quiet space should ease decompression.
The glow on the left of the photo shows the distant Delhi light leaking into the sky. And the ghostly figures? The field research team on a 30 second exposure whilst our hosts sleep. The nights offered some respite from the intense day time heat.
Writing from Tikli | April 9, 2006 | Comments (1) | Permalink
Local Insights, Insights from Locals
Being local doesn't qualify someone to be a local guide. Being a foreigner doesn't dis-qualify someone from having insights into a local culture. Something that enables a decent specialist to be able to specialise (and, um, be, er, special) is their ability to apply their expertise and work effectively in foreign contexts. And some specialists are ultimately not that special.
With these provisos in mind it's fair to say that our ability to gather meaningful data in foreign climes is dependent on having good local guides. The most obvious reason to hire guides is to provide cultural insights enterpret the local language. Less obviously a good local guide will use her social network to find appropriate study participants (when not using a recruiting agency); will know where to find what you want and negociate decent prices on anything and everything; makes the team aware of local sensitivities such as how to behave during meetings and where not to point the soles of your feet; dealing with local nuances such as power cuts; and even such simple but moral boosting things as knowing a decent neighbourhood restaurant. Also, in situations where gender is a barrier to gathering data having someone of the opposite sex around provides more options which ultimately leads to more data gathering opportunities.
Much like the rest of us, guides need a clearly described brief to be able to perform well. Given that the brief often changes as the project progresses we make an effort to keep everyone in the loop regarding the range and quality of the data that is being collected. It's worth bearing in mind that asking questions can be seen as a strength or weakness depending on issues as cultural norms, age and the personality of the individuals and that positive and negative feedback can be enterpreted in a number of ways.
Thanks to our cultural guides this past week: Priyanka, Smriiti, Aashish, Samir and Surbee - your insights were much appreciated.
Writing from South Delhi | April 7, 2006 | Permalink
Privacy Lost, Never Had, A Sham
Public call office receipts litter the street in front of a shop. These receipts typically include information relating to the call - the phone number, time, duration and cost of call.
Writing from Old Delhi | April 4, 2006 | Permalink
Same But Different
Writing from Old Delhi | | Permalink
Clean Teeth
Sticks for cleaning teeth/chewing, sold to very low income workers close to Old Delhi station.
Photos from a watching-the-city-waking-up street walking session.
Writing from Old Delhi | | Comments (2) | Permalink
Media Delivery
Newspapers delivered over the last meters by throwing, a practice similar in the US.
In the UK newspapers are mostly delivered directly into a home mail box. Why the difference in delivery styles between these cultures? Factors include: the risk of theft; the perceived value of the papers; the size of properties and the location of the mail box on the property; whether gates are locked; the size of mail boxes; the size of papers; a culture of putting other things in the mail box? The risk of being rained on does not appear to be a factor - Seattle probably gets a similar amount of rain to many parts of the UK.
This gentleman managed to throw the paper into a tree. Is throwing efficient? For whom?
Writing from Connaught Place | | Comments (2) | Permalink
(Out of the) Out-of-Office
We've set up a mobile office here in Delhi, but this afternoon's office is, well, out of the out-of-office. I'm perched on the edge of a street stall in South Delhi sipping hot sweet chai. A black and white TV is balanced on a high shelf and is blaring out a Harry Potter movie in Hindi. On my left the owner takes a pot of the boil and pours chai into 6 glasses - one of which ends up in my hands. Two rows of customers, mostly children, line the walls and most are intently watching the movies. They don't appear to be drinking anything.
The chai is pleasant enough, but if I'm honest I don't actually want or need it. The same can be said of a number of purchases today - the chai before this and the chai before that. I also didn't need the haircut, the shave, the picture frames, stickers, manuals, pens and a multitude of other things that were bought at various stalls in this neighbourhood market. But what all these things have in common is that they enable me to slow down social interactions to the point where an ad-hoc interview can take place.
Writing from South Delhi | April 3, 2006 | Comments (2) | Permalink
Out of Office Reply
The door to the office of an advocate includes both his mobile and residential numbers.
How easy is it to provide contextual information to deal with being out-of-office? In what situations is it useful?
Writing from Delhi | | Permalink
How India Wakes Up
What percentage of the world's population wakes up to a phone alarm clock?
The advertisement for a Nokia 1600 and 1110 phones above focuses on a single feature - a talking alarm and clock. Jaago India Jaago translates to 'wake up India'.
Writing from New Delhi | | Comments (0) | Permalink
Aspect Ratio
Three urinals to one squat.
Writing from Old Delhi | | Comments (0) | Permalink
How (Parts of) Delhi Wake Up
An attempt to understand the flow of the city. Team has a 6am start. The streets are already buzzing.
Writing from Delhi | | Permalink
Conversion
"Old currency changed here"
In cultures with grey and black markets for currency gullible tourists can be fooled into changing money for out-of-date local currency. Where? Well from personal experience, the Czech Republic.
How will this kind of scam play out as objects contain more meta data (such as sell by dates) and the life of those objects becomes more traceable?
Writing from Old Delhi | April 2, 2006 | Permalink
Motivation to Protect
High quality cover for mobile phone to protect against damage and to a lesser extent dust.
From most angles the phone's appearance is similar with and without this transparent cover with the exception shown above. Beyond reducing the risk damage what are the motivations to use covers? To what extent does this choice boil down to appearance now vs. appearance later?
Writing from South Delhi | | Permalink
Do, And What You Do
The style of holding the money and tickets is both practical (change lined up for customers) and a visual symbol of his role (bus conductor).
Writing from Old Delhi | April 1, 2006 | Comments (0) | Permalink
Office Away From The Office
My office for the next two weeks is a townhouse /guesthouse close to Delhi's CP. The house is owned by an English couple who now spend most of their time on an estate just outside Delhi, and its current occupants are the 5 members of our research team plus the Nepali housekeeper and her family. It is welcoming, comfortable and coincidentally very, very English (including little touches like afternoon tea).
It's 5am as I write this and the first strains of sun light are peeking through the expansive mosquito screen and beyond that the canopy of a tree on the front lawn of the house. My body clock is halfway between Tokyo and New Delhi which according to the Windows time zone application puts me somewhere near Krasnoyarsk. The fresh morning air drifts through the house accompanied by bird-song and the distant but frequent sound of trains shunting along to Old Delhi station.
So what are we doing here? The fixed part of the plan is to run a series of focus groups to understand the pros and cons of various concepts. As with a lot of these studies the contextual work that happens around the edges is expected to also yield rich data - observing and documenting the contexts in which the concepts will be used, contextual interviews, and exploring themes such as rituals, customisation, repair cultures, coping with dust and dirt as well as generally trying to understand what both unique and the same about the Indian (communications) context.
The guesthouse is a conducive space to running this kind of study: the expansive and airy lounge can comfortably cope with the team and our 5 assistants (and at night a mattress is rolled out in one corner's it becomes my bedroom). A researcher from Hyderabad is asleep in the master bedroom which is now doubling up as mission control and the mobile office is unpacked and the walls are starting to be covered with data, schedules, photos and sketches of new design iterations. Further along the corridor are the sleeping bodies of a Canadian concept designer living in Helsinki and a Chinese colleague from, um, China whilst the final member of the team - an Indian studying in Helsinki is housed in a room on the roof of this one story building. In a choice between a regular corporate hotel with all mod-cons and this guesthouse with shared living quarters I'd take this any day. There are numerous benefits from having the entire team stay in one space - the net result of which is that we live, eat and sleep the research topic for the duration of our stay (and having access to a housekeeper makes life easier too).
6:30, the newspapers have just landed on the path and the house begins to wake.
Writing from Connaught Place | March 30, 2006 | Comments (0) | Permalink
Game Play
The range of motion of hands shown by the dirt-scraped clean areas.
Is it possible to conduct accurate, longitudinal hand-placement usability tests using dirt as a boundary marker?
The weight of the TV is a counter balance to the pressure exerted on the buttons and joystick.
Writing from South Delhi | | Comments (1) | Permalink
On Getting There
Can't think of a city that isn't beautiful to cruise around at night. Window down, non-spoken communication with the driver and the night-air blowing away hours of jet-fug.
From Delhi Airport to deep sleep in the guesthouse in less than an hour.
Writing from New Delhi | March 28, 2006 | Permalink
When Understanding Doesn't Matter
"Please refrain from the following acts in the store"
Many of the Japanese customers to this store will be unable to read with understanding this text, so what's its purpose?
Writing from Harajuku, back of | March 19, 2006 | Comments (5) | Permalink
What You See When You Travel Where You Travel
A street of sign makers in Ho Chi Minh City, 30,000 VND (2.6 Euro) and a couple of hours wait you can have pretty much any sign made to order. The shop itself offers insights into local (design) tastes, brands and concerns. Warning signs in particular highlight popular problem issues - based on the signs prepared for customers to this shop I'd say the top two issues are theft, and risk of electrocution from exposed power lines.
Writing from Ho Chi Minh City | December 25, 2005 | Permalink
On Cycling Cities
The easiest and most pleasurable way to cover a lot of ground, spot interesting situations and when the occasion arises interact and document what is happening is simply to ride around the city on a bicycle.
If the study focus allows it one of the first tasks is heading to the nearest bike shop to pick up transport for the study. A new bicycle in China can be yours for 130 RMB (13 Euro) going up to 330 RMB for a classic black-framed metal-lever-brake Shanghai bicycle. Prices in India are similar. The economics make a bit more of a dent elsewhere - rental in San Francisco is about 100 USD (85 Euro) for the week, New York is a bit cheaper. Seoul is the only city I've been researching in where there wasn't really a cycle culture to speak of.
Some cities are better to cycle around than others. There no pleasant way to describe cycling through the pollution and expelled air-con heat of thousands of cars of Bangkok's rush-hour gridlock. Some Chinese cities can get a bit hairy - vehicles there tend to take the shortest path regardless of whether you are in the way. Cycling Hanoi is at first glance a chaotic wall of cycles and a few motorbikes, but becomes easier once you tune into rhythm of the city. Safety? My mantra is that it's bad luck for locals to run over foreigners - take a hit on their insurance premiums and get tangled up in red tape? More likely to swerve to the right or take pedal from the metal. If I keep posting the mantra continues to work.
Cycling a foreign city requires confidence - especially if it's necessary to multi-task to document aspects of the journey. We sometimes run studies where the participants who are being shadowed are using bicycles - so naturally we do too. It's difficult to collect accurate photo and video data whilst on the move on a bike although there are a variety of clamps available to hold the camera steady. The smaller the camera the better - the larger ones work themselves loose too easily. Cycle courier footage taken with a with a fish-eye lens mounted at wheel level has wow-factor but at the end of the day has little practical research value. A personal favourite of footage taken whilst cycling was Shanghai during a dusk commute taken with night vision.
One trip this summer involved cycling out from the center of Beijing and just keeping going. Each of the 5 ring roads that circle the city a marker of how far I'd gone. Weaving through neighborhoods, markets, onto the suburbs eventually to be replaced by factories and newly built technology parks, and soon after that (dorm) accommodation for some of these places. It took a meandering 90 minutes to reach the first fields which then continued uninterrupted for the remainder of the day, with only breaks for small hamlets.
Yesterday bought another bike and nosed around the store whilst the mechanics were putting it together. The usual bicycle shop equipment joined by a soldering torch - hanging on the wall of the shop (photo above). It highlights two things: the evolution of what products are sold in what stores - electrically assisted bicycles have taken off in China and are sold in motorbike and bicycle stores; the move from the mechanical to the electronic. At what stage does it become impossible for the shop mechanics to repair common faults on the products they sell? Prior research into informal repair cultures highlights that there can be a business case for repairing mass produced objects such as mobile phones, but on the other hand the piles of circuit boards in trash dumps and corners of reycling plants tells me that this is not always the case.
To what extent does the ability to repair affect how a product takes off in highly price sensitive markets?
Writing from Beijing | December 4, 2005 | Permalink
Everything Just In Time
As we descend into Beijng the mental preparation for arrival kicks in. Leaving the plane's cocoon can be jarring and music is my way to ease into a new location, to regulate energy.
Literally 20 minutes to get from the plane through customs pick up luggage and clear the airport. Pre-filled forms is the biggest time saver - 3 forms to enter, 2 forms to leave. Taxi touts here are mild here compared to some cultures, but I enjoy seeing people hustle and they belong in this space. Beijing covered in a hazy fog. Ask the driver just to drive and on the way call colleague to figure out where the hotel is. Colleague speaks to driver. Arrive. Check-in, tune-out, good night.
Writing from Beijing | November 30, 2005 | Permalink
Context, Understanding, Risk & Consequences
This photo taken last year from a street market in Bangalore. For me it highlights the importance of context in understanding.
Lets imagine you are wandering around the street market and are looking for a toilet - you see this building and being non-literate you don't understand any of the words written in Hindi or English on its walls (the issue is not this straight forward but bear with me).
Relying on what you see before you, ask yourself:
How sure are you that this is indeed a toilet?
What is the cost of walking into this building if it is not a toilet?
Indeed, what is cost of not trying?
In this context the cost may range from nothing, to some social embarrassment, to perhaps walking into the offices of the mustachioed local political candidate - whose wonderful mural is on the building. There may also be a cost in not going to the toilet, and there may be viable alternatives like peeing on a nearby tree. It all boils down to risk and the consequences of making the wrong decision.
The real world contains wonderfully rich cues that can be drawn upon to make the decision whether to go in, or not. In this context these cues include: the fact that there is a stream of men going in and out of the building alone; that there is a similar building with a picture of a woman next door; your sense of smell (trust me on this); perhaps even that you've used this kind of building before. You could even ask someone in the proximity.
For mobile phone user's the challenge is that the phone user interface lacks many of these rich cues. For non-literate users in particular the consequence of not being 100% confident of what will happen next can be too high to just experiment and explore. Choosing that right soft key may start the game application. But equally it could delete the application. Or maybe it makes an expensive phone call. Or changes the carrier settings. How do you know? And are you willing to take the risk to find out?
As mobile phones are held in the hands of the next billion users, with their very different cultural backgrounds, language skills, education, mental models and (user) experiences designers need to work hard to understand the issues of context, risk & consequences of these new users.
Writing from Back of Ebisu | November 25, 2005 | Comments (3) | Permalink
Sign Painter
To continue on the thread of choosing whether to have a hand painted mural or not. The fact that we have a choice is our relative luxury. These photos are of a sign painter's shop in Pokara, Nepal. One feature of these individual designs is the ability to customise - I was particularly enamoured with the hand painted licence plates with the clasped praying hands.
Writing from Pokara | September 12, 2005 | Permalink
WYS is not WYG
To convince buyers that wrist watches are waterproof this market seller in Kathmandu places them in water - salt water. Punters think they are buying waterproof watches, when in fact they are buying salt-waterproof watches. Photo taken around new year '05.
What you see is not what you get.
Writing from Kathmandu | September 3, 2005 | Comments (2) | Permalink
Recycle
The second hand phone market in Ji Lin city is a history lesson in phone design, covering everything from the original brick-like Motorolas & Nokias to more recent 3G offerings.
This 8850, 2nd or 3rd hand, with non-Nokia battery but otherwise perfect working order - 250 Yuan (22 Euro). One happy new owner.
OS supports Malaysian so presume its a grey market import from there. Phone memory contains list of previous owners contacts. The volume of data & content stored on phones is growing. What will future shoppers discover on their 2nd hard purchases?
Writing from Ji Lin | June 20, 2005 | Permalink
Finding Rhythm
Running a user study in JiLin City. The plan is to meet the team at Beijing Terminal 1, though the redeye from Helsinki means a 3 hour stopover before the connecting flight. The only beds in the airport come with a massage, so book back to back sessions and doze. Take the opportunity to recharge various gadgets whilst she pummels my back.
Eventually the other team members arrive. We've travelled from 3 different research sites - Helsinki, Beijing and Tokyo. Inauspiscious start to the study - the connecting flight is cancelled so everyone shifts to alternatives.
Intensive research studies are a unique opportunity: 10 days for the team to gather, descend on a city to collect and synthesize as much data on our research topic as possible. The plan is to run 1 qualitative study and 2 quantitative studies simultainiously. Mission control is a hotel suite which over which is already looking like, um, mission control. We need all available wall space for hanging incoming data, so photo-frames with fetching floral scenes are removed and in one case replaced by a whiteboard. The rest of the space is controlled chaos - cameras charging, laptops buzzing, the printer churning out photos.
Understanding the city helps us put the study participant data into perspective. Every city has some kind of rhythm, and the first challenge for the team is to simultainiously synchronise time-zone challenged selves with the rhythm of the city. Anyone travelling long distance is encouraged to arrive in the timezone a few days early and take a couple of days vacation - everybody wins with this arrangement.
Three tips for getting to know a city quickly: buy a bicycle and use it to cover as much ground as possible; dismount and interact with as many research-topic relevant people as possible; go clubbing; find time to wake up when the city wakes up (typically not after a night's clubbing).
Writing from Ji Lin | June 7, 2005 | Permalink
Mobility Touch / Magic Touch
Not just the NFC guys pushing Magic Touch. Photo from Karol Bagh market in Delhi.
Writing from Karol Bagh Market | June 1, 2005 | Permalink
IP Kiosks / Caller ID
Caller ID is not on your mobile phone. Caller ID is the number of your booth.
In China to prepare for a user study we are running later this year. So hire a car and driver for a day, head out of Beijing and keep going until we hit some of the smaller towns and villlages.
Most semi-urban high streets include at least one IP telephone kiosk. They have an interesting dynamic - they're typically noisy and don't offer much privacy. But they are cheap, and immencely popular.
The numbered booth brings a new meaning to the term Caller ID.
Writing from Tokyo | April 18, 2005 | Permalink
Guerilla Ethnography
Been at Doors Conference giving a three day workshop on Guerilla Ethnography. At other conferences this would be called a user research methods workshop, but hei, this is Doors.
To be frank, none of the talks set me on fire, a few were downright dull. Upsides: many of the conversations with delegates hit the mark, in particular the perspectives from local attendees, and the CKS guys did a stupenous job.
Writing from India | April 2, 2005 | Permalink
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