We’ve previously written about one of Leonard Bernstein’s major works, The Unanswered Question, the staggering six-part lecture that the multi-disciplinary artist gave as part of his duties as Harvard’s Charles Eliot Norton Professor. Over 11 hours, Bernstein attempts to explain the whither and the whence of music history, notably at a time when Classical music […]

It’s easier than ever to fall into an inbox mindset. There are things to do, and we do them. Inbox zero is the unattainable goal that fills our days. But it avoids the real question, which is: which inbox are we emptying? There’s the inbox of urgent texts. Or the inbox of slightly less urgent […]

Albert Einstein was a precocious child. At the age of twelve, he followed his own line of reasoning to find a proof of the Pythagorean Theorem. At thirteen he read Kant, just for the fun of it. And before he was fifteen he had taught himself differential and integral calculus. But while the young Einstein […]

The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible. The first step, of course, is to design things with resilience and care so they don’t break. Then what? One option is to save the […]