Sunday, October 12, 2008

I am but human.

I have committed slips and mistakes in my life, some funny while some completely embarrassing.

One example may be categorized as a Description Error.
I used to work for an I.T. company and I was assigned particularly to the online movie ticketing project (similar to Fandango.com in the U.S.). One of my responsibilities was to do email technical support. It was a stressful day for me and a customer, among many others, emailed regarding a request to unlock his account. A customer who does not claim his/her ticket reservation for 3 consecutive times will have his/her account locked. It can be unlocked only by paying a certain fee.
One customer emailed requesting that his account be unlocked for so and so reasons (I don't remember what they were, since this happened years ago). I forwarded the email to our technical head because he does the unlocking of the accounts. I wrote a note on the email that here's another customer who doesn't want to pay for unlocking his account. I was complaining and sounded really irritated in my email and asked the technical guy what to do with this customer. As soon as I hit the send button, which was real close to the "To:" field, I realized that the email written there was not the technical head's email but the customer's email address! I realized that the same time I hit the button! It was too late! I apparently hit the Reply button and not the Forward button. I was freaking out, and the technical head who was just sitting beside me asked me what the problem was (we communicate via email even if we were just sitting next to each other). I told him what happened and we tried to retrieve the email, but it was just too late. The customer received it already in his inbox.
I was waiting in vain for his reply. I was afraid the issue would be escalated to my boss and I would be in big trouble. A few minutes later, the customer replied. I was so scared to read his email. And then, surprisingly, he wasn't mad! He apologized for making such a request and he said that we were probably really busy and that he hoped we would still reconsider, and added a smiley face. Boy was I relieved!! I replied back to apologize, of course, saying that we will unlock his account as soon as possible. Whew! Everyone in the technical team were just laughing about it afterwards.
This is an example of a description error because the correct action was performed on the wrong object, due to their similarities. Because I was so stressed out that day, I accidentally clicked on the Reply button instead of the Forward button, which were just beside each other and didn't look different to me apparently at that time. I didn't bother to read the email address in the "To:" field either because it looked like an email address anyway, so it probably was the correct one.

Here's a short example of Associative Activation Error. I worked for a hotel back home doing P.R. and Marketing. It was a policy to have phone courtesy regardless of your position. Always answer a phone call with, "Diamond Hotel Philippines, this is Michelle, how may I help you?" they say. It was too long so instead I say, "Diamond Hotel Philippines, how may I help you?" I do this several times a day, 6 days a week. One time the phone rang at home, and guess what I said when I picked up the receiver? You guessed right. It was embarrassingly funny.
This is an example of associative activation error because the ringing of a phone for me was already internally associated to the phrase I use at work. So regardless where I am or where the phone is ringing, I automatically say the same thing.

The most horrible error I've ever done is a Loss-of-Activation type. It is a type of error wherein I simply forgot to do something. I remembered the rest of the action, but I forgot a part of the act. I drove to the mall with a friend in my old car. We parked and I guess we were so much involved in a conversation that we stepped out and manually locked the car, as we always do, at the same time.... and then I completely froze. I realized I left the keys in the ignition! Not only that, I left the car running. Stupid you say?! Well it wasn't the first time it happened to me!! I was so frustrated that it happened to me yet again. My friend and I had to take a cab back home just to get the spare key and come back to the mall again. And my house wasn't even near the area. Ugh! That car lacked all forcing functions. It allows you to lock the car with or without the key, hence allowing the possibility that you leave it inside the car, nor did it make an alarm sound notifying that you left the keys in the ignition. The car that I have now have these forcing functions, so I've never left my keys in the car nor have I left the car running with the keys locked inside.

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