DR2023 Steve Baty - Organisational Tensions - important context to the customer journey

Design research is generally discussed in the context of gaining a better, deeper understanding of the needs, behaviours and motivations of individuals and groups. Typically, these people are viewed as being outside of, or separate from the organisation responsible, or interested in, responding to those needs. In his 2010 book on Innovation, Disrupt, Luke Williams speaks of the power of understanding tensions experienced by individuals as a means of sparking innovative ideas.

Organisational Tensions provide similar insight and serve a similar role when engaging in strategic design activities. Like individuals, organisations undergo tension as a result of internal and external forces; the misalignment between systems and needs; and the changing expectations of customers and staff in relation to the work of the organisation. This presentation will look at the ways in which organisational tensions can be identified; look at some examples of tensions; and look at a case study from the State Library of Victoria.

Transcript

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2. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 12 e gh ac a e e f h e f a ff ce. Y d ' ha e a e f , f he c c a ce bec e ha . Ha e a h ab beca e e a be ef he e ha e dea . O ha c, I a e . If a e de g, I ha e g h gh a e ec ce h e f. I d fac ha e f ha ha I a g g a h . I d ' ge a ea g . Beca e I d ' d , a h fa I f ge d ce e f he g he I a e c e a d h a d a he e f , I e e e a e a d e e e d c g e d g he da a d g g "Wh a e ?" M a e S e e Ba . A g he h g , I a e f he f de f Me d S d , e f he f de f h c fe e ce e e , ca e gh, I f g ed ha f b a 30 ea ag h ea , I' e bee d g f e e e. T da I a g g a ab a e e e f de g e ea ch a d ha dea f de a d g b e a d de a d g c e a d e e , a c a ga a . I a g g ch h a ea f ga a a e . I e a ha ha a d h a a e b - he e e g . I d e beg b ac edg g he ad a e f he e I e a d . I e a d he a d f he Wa ga c a f he E a Na S d e he f e h e f he Pa a a a R e he he de f he e he a ea a Ca ada Ba he e e , f a e fa a h ha a f S d e . I bea f he g. I ea g ge he g. I fa e a f he da , he ha e , he he c e h gh he ee he a a d ac he a e , ab e g. Whe I h ab he c ha I e a e , I g e h- e S d e b f he a 34 ea , h ha bee he e I a . Whe I a e a , he I a ef e h, he I a h , h he d f ace ha '
3. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 12 f d e. I d e a e ec he e de a , e e a d e e g g f he Wa ga c a f he E a Na a d a e ec a d ec g e he c ed c d a h f he a d h ch I e a d e e da . I a b a d b ed S d e . I ea ha e a . I a 52. I ha e ed ea de f S d e he I a h d, fa ed Q ee a d. F , dad ed Q ee a d a d he ed Q ee a d ab h a e a d f d h . We e e he e f ab ea , g ca e c . F h e ea h e bac ed a ca e fa a d e e ea he he b he ca e f e d , h e d ge aded b he a e a d he a g a a f he b g ca e. The f e ha ha e ed a f ea ed . M f S d e a e . Dad f Fa N h Q ee a d, ha a f e f h . Sec d e ha e ed, a ha g g a h g he e a d h b g a e b ac a e a ac he fee h e he a ha g g he c he he e a d ha a , he a d e, g bac S d e . We ha e bee he e e e ce. The he h g ha a ha I a b 1971, 26 ea af e he f W d Wa . I ha bee 52 ea . I a b c e he Sec d W d Wa ha e a e da he I a b , ce a c e, fac . I e f he a f fe, ' bee e e g ee h h g ha e h f ed a g he a a d he f ha I d da ca e ab b a d a ge beca e f f ha e d f fe, e ch a ea e ha ch e, h g ha e g e e. W h e e ce a d h e e ce e d be GDP- e a ed. O e e a g d , a h e a ge f he c a a d e e a g d , h g ha e g e e ce he 70 . We' e e ed, e d ce e a c , e d ce e a e
4. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 130 ge e a , he a a e, ca b e a e h ghe , e e a e a e e, a f ha d f h g. I a de e ed ha , b he e I d e, e ha e ed he c e a d h g be g. Tha ba ca ha I a ab . I a a e e ha , he e 50 ea , a g ha I a d- fe a d I a dd g e f, b I a a e e ha e ac a a d. M d , a d I ha e f , d he e e h g be e ha he e e a e gh . Tha ha e a e a g f . A a f ha , I f ded a de g f , Me d S d 2009. Tha ' a he h . I a e c ed he c a . Tha e he gh , f ca ' e . We a e a a eg c de g f . We ac d e ha dea e ce a d a eg c b e . We h g e e , c e c a e e , a e . F he a ea I ha e bee ed he de g f a a a a d he d g ec c a g he b a d ece , b ha ha bee a c a f c f , b c a f a c e. La ea , e e e a a ded de g ea f he ea b he G d De g A a d h ch a a d e . I ec g ed he b d f ha e ha e b e he 13 ea ha e ha e bee a d. P e d f ha a d ca ee b e a e a d he ad he dd e a fe, h ch I' e ha ab . Q c de . Whe I' he d, I' a ea ab b e a e beca e f he a e f he e d , I ee e e f d ffe e b a d ece a d I a f a e e gh ece be F a ce. I a Pa . I h caf ha e e f b ea fa e g, he ha e h ag c c b a d a d a g b ' a ag c c b a d. H , he g g he caf , he he eed h g , he e he c b a d a d he e a F e ch. The he he de f he caf , he e' a d b a e a d a
5. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 131 fe ec d a e he h g ha he a f a ea . I ' ag ca . I a ched h a fe e . He e ed he c b a d, e ed a a d he he ff ca e f he d b a e . I ee e a e e e ac . I a e f he ech g ha he e b ed e e e f a e . I a a e e. Rea g d. I ha e ee he e A a a b h ef e ca ge e e e f F a ce. We' e ge g b f he a e, e' e ge g A e ca e b a be e ca ge e F e ch ag c c b a d . He e ha e a e g g a ab . F e a de. Whe e g ab a d c d c de g e ea ch, e f he e b f ac , a ea e d e de a d g he ga a he he de a e ha de e a e ce d ce e h g he d. I a a ab ha e f he e de a e ha a d he f h g , he e c d c a eh de e ea ch, ha a e e ac a g ach e e h ha ? I a e e e a ha e' e af e he e a c e a d e e h a e he d, de he ga a b ha ab he e a he aff a d he e a a eh de , ha a e e af e ? O e f he h g ha I a d h f e . S e f he e f de g a c e ab he e e e e ha e e he h e e h he ga a he e e . The I a a ab ha a ga a a e e. We ha a e a e fee e, he e e' e f a ed b c c a ce d ff c d a h g ha e a d , e ha e g a d ff, h d f h g. Wha d e ha e a a ga a a e e ? The I a g a ca e d f he S a e L b a f V c a. Wh ha bee he S a e L b a f V c a? A e e . A ach g 160 h a e a e
6. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 132 ea . Rea e b d g a d e d d e f he ede g he e ce de bac 2014/15. Pa f ha a de a d ha a ha e g h he a d he g a he e e ce de ha e gh ace - h e ce de e ed, h a e aff e ed a d h a e e def ed? Tha d f h g he a ha a e e e e a g f de g g a e a f de e g e ce, ha a e e g ach e e h ha ? Th dea f ha e e e f h e e , a d he e eca a d d a Q+A a d ca a g h e f he da . Tha he e e a e g g. Wha d e ea b e ? Le ' ge a ed. U de a d g ga a f , . We g ab h ac , a d I h e a e bab fa a h he dea f a eh de e ea ch. Fa e gh? We a e ee , e a he e ec e. I a e c e e ea ch, he f h g e ha e bee hea g ab da , c e a , b e a a e ea ch, de h e e , ha d f ff, he a e f he e ha e a a e f e d ffe e . The f e ha I gh a a e ec e h a , a d ec a ge e a a age he de a e a ec e a h e e gh be be d ffe e ha he f e ha I a a c e . Wha e' e g de a d a e a fe d ffe e h g . O e ha he h f ha ga a a e he bac d aga h ch a e ce ge de e ed. F he de g , e a de a d ha c e . I ' a he c e h h ch e ee e ac h c e , e a de a d he e , e a de a d he e e h h ch he ac , h he eb e , h he b e a , h he c e ce e , he he he ha e h e h g , he he he e a b a ch ha ca a , a e ha a , ha d f h g a d e a each
7. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 133 f h e h g a d de a d h he . I ' a ea a he he h g ha e' e de g g he ga a e f. If ha e' e g d cha ge he a he ga a , h e a e , h he c ca e h e a he , e ha e d e ec he e e a h dec ge ade h a ba , ha e de ce d he e, ha he ac a dec - a g c e a? Wh ge ed? H d he e ca a e dec ? H d he b ea e ? If h ee e e a e a g a dec a d ag ee a d e d e ' , ha OK, d he eed c e ? Whe e g h gh ha ce , he e a e he f h g ha e' e g de a d. We' e a g f f d ffe e h g . Wha c e f h e e ? Wha c e f ha e e c e f g a e e e f ha he ga a d g a d h ' d g ? The f d a edge. H e a ed ab ha h g, he c e f e e e . We g he e e e a d I d ' ab , b I e d ec he e I e e ab he d a ece a . T ea ag he I a ed h ec de g g a a a d ec c , I e e e ab he a ch ec e, he e g ee g, c c e h d , ba a g, a d ca e a ch ec e, a a g, a h e a ge f h g , I d d ' ea ha e a g d ha d e . The f e ha e g a d a , a f he e de a d ha he he e a e g g be g a d ha he he b e e de f ha ' a , ha ' g f ca he a e h g a e e , I ca g "Ha g a e, I eed e ab ha " "I ca e ". I de a d he g f ca ce f ha , I a a e a he c ce a h g . I b e e he ha ha e e c ed b h e e
8. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 134 he a a f - e , ' e a g he f - e a he ha he c e e e b e e . I de e gh c e ha ca ac a ha e e ea gf c e a . H e ched h d f h g h g. A ea b g e ha a e he def f cce ? The h g ab ga a ha d ffe e ea h he ga a d ' ha e he a e def f ha cce e. The a e ea d e ' ha e he a e def f cce a , a , he c ac ce e. The d c ea d e ' ece a ha e he a e def f cce a he a e ea . U de a d g ha h e h g a e a d be g ab e a c a e he a d he e a be g ab e ea e he a d be g ab e ace he a d be g ab e de a d ha f e ce each f h e h g a e a he ef ga a a d a c de a d. The h d e, a d h c e a , e e a a g ab f a ha he ha e had. "Wh d e ee ha g he e h he h g e e cha ge ? We ed ha h g he a b d d ' . Ma age e a d h h g b he ee c g aff g e e , h a e e ea ee a b g e c e he e d ' ha e he aff?" Tha a e ab he e e . Te f e a e he h g a e c e g f , a a e a e, a e a e g h. If I ha e g e a d e c e , h d I e e ha e a a a ? Th e h g d ' a a g e ge he . H d I e e ha I' e d g e h c e h eed he he he e f ca ee g g b aff g e e a e ' ee g h ha ? A cha ge ech g ha ha ' bee ed he a f he ga a , a e d c ha ge e ea ed h he gh f a he gh a g f g a he a f he
9. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 135 ga a . I a cha ge, ga a a cha ge, a cha ge eade h , a cha ge c e, a f h e h g c ea e h f h he ga a ha a c ea e he e e a d he e he a h he ga a cha ge he a he a d cha ge he e ce a d ha d f ff, be g a a e f h e e ca be a ea f f e f gh a d a he he de g ac a . I f ca e ac h dea f a e ead g a b b a de g a c a b he a e f L e W a . He a a he Pa Ne Sch Ne Y a he e b he e a b 2010 ca ed D . I e e a a e b e g de de g - ed a . He a e -f g de g . Y d be fa a h a d he had ef he e g a d acade a. The b ece a e ha I d gge ead a d ad a d a h e a e b h f e a d h a h d d a a ea g a d a ef e. Whe a e de a g de g e ea ch a d ' e a g e e, e f he h g ha he ca h dea ha a e ' ece a e h g ha e e ca f . The ' ece a he e a d g "Th he h g ha I ea ha e, h he h g". The e a e he h g ha e e a ab a ab a he e d f he e e he he a e. Wha ' e d g? Wh a e e d g h e ea ch? Wh a e he e, e f h g? Y e a h ' e he e a d he g "R gh , eah, I de f c d f h h g beca e ' a b g dea ? I d ' ca a a , a b g dea b ' a gg e, ' f a g, a e h g ha I d e ee c ea ed b I d e e ca a e ". S he g bac h gh a c , e, (a), ha e ed he a e he a c , e a e a e
10. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 136 b f d ha ge a f he e h g ha ha a e f a a d he c e e a d e aga . The h g h e e a e h g ha e e fee a d he d ' ece a c a ab beca e he ha e bee he e f a g, g e. I fee e e h g ha ca ' cha ge ' cha ge. The h g ab f , a d h a ge e a , ha e e d c a ab h g ha e d ' e ec cha ge. If ' a gg e a d ' a b g dea a d e d ' ea e ec a e e , e bab ' c a ab a f he e h g . We ce a ' a e e a d g "Le e g e a f e c a " beca e e d ' a be ha e a a . L e b e he d f e f e a d I e a h f e beca e ha e a dd e. W a d a e a a g e f a e , e a, a d h e be ee h d e a . Wha d I ea b bea ha g? Tha a e f Se h G de , e e a be fa a h, aga . Se h ade he c e , ade he b e a ha he face f c a e cha ge a d a a g c a e, e a e e e ha e he bea ha e a e ac a add e f f e e. Bea be g h h e ea he beca e f he hagg c a , e ha e he bea a d ha c he d , a he ha ac a a e e ab e e e g . I ' h dea ha e' e h a a d ha ' e a fac - I ha e ed bea ha g e a b e h g ha I' ee d , a ea b ha dea f e' a d h g ead. A e a e I ca e ac a fe ea bac , I a d g e h a f a c a he b e ba g a ea a d he had h f a a a b e c e , a c a , a f a b e c ed ca d. I a he ge a ca f a e 40 age . I a ha de ha ge g a gage, e e h gh he a
11. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 13 a a . A d ag e, a h de a ab h a e, c a de a , ad g h , a d ge f a c a a d h ch ' e af e a d c a e a a d a h e b ch f he ff b a 40 age . A a b e e a a he a e f , ca ag e a d he a f e e g e ec ed, he d d ' ac a ge he c ed ca d. I , he e e e a g e e, he e a e e c e a ha eed ee de e e ha e a cha ce f a f g f h c ed ca d. Y eed ha e ad g f a ea ea a d eed a e f a ea - I h a $250,000, e h g e ha . Th e e a e ' a ed e c a a he f . The e e e ' ed a a -f , he e he eb e a d a d "I' e e ed a b e c ed ca d" d d ' a "D ' e e b he f ha e ' bee ad g f ea ", a d "He e' he f ha eed f ". Pe e e e c a g ab h h g a d e e e a g c e a d he e e he c ac ce e a d had a a he c ac ce e, a f he , he e a e he e e P - e , he e e ca ed a ab , beca e he d a h gh h c e e e . "Wha ha e ca ed f ? I a e e ed a b e c ed ca d. Ha e bee ad g f e ha ea ? Ye . I e e ha $250,000? N . OK d ' a e e". N - e h gh ha h c d be cha ged a d - e ea c a ed ab . I a a ffha d c e a e . "Wh ha f g a d h d d ' e e a e ea e he ce he he I had bee ad g f ea . We' e a e b e , I c d ha e d he ha a gh a a a d a ed e f he eff ". The e a d e f a a f g e a d he h g he ' e he d d a b he ca e a d agg ega e e f h a d f gg e h ch
12. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 13 e e g e. The a e h g a . Va e a g e e a d ha d e a ea ? We each ha e a d ffe e h e h d f ha a ea . A a ga a e' ha e he e a e a e c , a a c e he e a he d c a d he f h f a b ec , e ha e d ffe e a e e f ha g d a e a d he he ha f . If ha a g ed, he e ge h e f e . If he ga a ha e' e e d e d e e e g e h g ha ha e fee a , e fee h e aga . The e h g d f e e. O e ec a a a c e a d e ec a a a e ee a f ed h g a d, a e a ga e h gh he d a d a e e gage h he h g , e ec a f ha e ee e e he e a cha ge. I ' e h g ha e eed ee f a d f e d ' , e e d d f f he a d f he a a . Tha cha ge c ea e e beca e ' e gh a e. I e a he dea ha he ge I d e h g he ha de cha ge, e e h gh ' f f e, I ee d g ha a beca e ha he a I a ed . The a e h dea f I ha I h d d b ha I a d he a e h g. Tha c ea e fee g f g a d a e a d e a d f a . I I eed e e a b I fee ed I a g g a ead. Tha a e a , f c e. Th dea ha ha I h d be d g a d ha I ac a a d a e he a e h g. Whe e d de g , f e ca e e h e e he ac f ee g ha e e b ec e a ha e e e g d , e e e d e e ha e de g beca e ha e ha bee e ed. J e he ca ha c ce e a e a b , h dea ha ha e ha bee e ed ha ' bee b d g
13. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 13 e ea ed, e fee a he ec e f a d he e e e gaged a ece f de g . Tha ' L e. The a e h g g ga a . O ga a de g e . O ga a de g he e f e a d e a d e ea ha I a d ea e , h g gh be c e g f , ha e g a cha ge e a ea ha ha bee a ched b a he . He e a e e e a e . The b c ec , a ea a a Fede a e e a d I h a S a e G e e ha e bee d g h f a be f ea , ed a eff c e c d de d. The dea ha he b c ec ca ge e eff c e e e, he ea be g ha ea a he had e g f aff b c e d he a e . Wha ha e ed a he h g f e e a ab h e, he had e ac he a e be f e e, a a d ffe e a f he acc g ed e a eff c e c d de d b a ac a a a e f e f he e ec e f h a e e a e d g he . The a e f h e e e h f ed, ha e g a g f f - e e a e e a d a b ch f e e a e e h ee a g h gh. Tha c ea e f c he ace. Tha e ge c ea ed a a ff h f ha . I e ed g h e a . I ' g h gh ha aga . Re e ha d ced a be f e a d e a e fee g e gh h dea f he a de c e a d he ef e e ca a c e bac he ff ce beca e ha c e. O c e ha e ge he he a e . B e ha e de a ed, h gh h ee ea f ac a d g , ha e ca e fec ha e e . W d a e a ha he a ha dec ed e he a h ee ea a a e f g e e ? Wh h g be e ? I e ca e d g ' cha ged. I ca d e h g
14. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 140 ha I c d ' d bef e a d I ca ' d he h g ha I ea e ed. The e h e g g be ee ha he ace f , e ha d d ed be? I c e h gh a be f ca e . The a e I e egac e . The e e def f a egac e e ha ha bee a d g e gh bec e a b e . I ' e e bedded a d e c ed he ga a a d h ed he h g ha ' ea ha d cha ge a d e d f ha e h b ' a ea g d e a e. I d d e a fe ea ag h he I d S e F d , e ha e a he e e had 50 60 d e f d e e e g h a d e e e g de a d he d d a c. O e f he h g e e e g a a he e e g g, e f he be f f d b e a , he e ec a f c e - I d ' ab b a he a f e ha I ha e e ed e ha g e he ea , I ha e bec e e e e ed h ha e be g ed. I a e gag g e f e h e a a c a , I a a f ed h a a a a e e . I a g ea e a a e c a d he e h g a e be g e ed, h ' ac g, ha fee a e a d ha d f ff. Tha a b de he be ab e e d h e c ea ed e e . S ha d e ha ea ? Tha ea f he g he e , ea ha g e aff h c d e d e e . I ea ha he e e e e ce f he e had be ed e ab e e e d e e a d e f- e e a d a c a e A a a S e , f e a e, ha c e . If a f h e c e , a g f ca f h e c e a a g f e e e e , he ca ' ha d e h he ca ce e, ha e g ha ff ech g a a deg ee f e f- e ce a d f d ' a a bad e e e e ce gge a d ffe e e f h e ca , he ' g be a g d e. I a
15. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 141 h e he e . La ge e f d a c a had bec e ch be e a da a a age e , be e a IT, be e a c ac ce e , he c ca had ge be e , he a e g had ge be e . A f h e e e ' a a ab e he I d S e F d ec , he had c e f de he d , he e e g g ba , e a e f d , he e e g g a e g de a e f he e f ga a a d b g g e e b he f e e h a ba a e c a a g ed, he f d, h he f e e h d a I d S e F d. A e e de c bed e, h had c e f de he e f d "I d d ' ea a c a e he deg ee f ed f ag a g ha a g g g de h e f d". B ha he ea ac . The e e ' e ec g ha d f c a be e ade he . Y ha e g h c e c a h, a f h e e a e c g f e d he d ha a e g g e e. A he c e a e, ea ag I d d h Pa a c he he e e e e g he f e a e e , he f e e ec c c e ce a d ha Pa a c h c ed h g f e ea . The d d ' a fac e a h g, e ce f a a TV . The had a fac e f S d e Pe h he e he ac a a fac ed a a TV . K d f a d b he d d. M , h gh, he g c a e ad f c e e ec c , ab e , TV , ha e e , ed he A a a, he he a eh e, Ha e N a d ca a d a "I eed 1,000 e e " he d ad a c a d e d Ha e N a ' a eh e a d ce he f . Y g e a d gh e 1,000 TV b he a e 1,000 d ffe e e e. Tha a h e he e e c e b h a eh g, a e , a d g c . E e
16. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 142 h gh he d a e f a e d d ' cha ge, f he e f, e f he c a , a a a e cha ge, e f h he ac a had e a e a d ea f ed gh h gh he ga a . I ded e a a cha ge. I e e be he ee g he he a ed ab a d I a g he e g g , , . I ha e e a d a ea e e g ee h b e e ed h gh he ga a . Each f h e f - effec a e h g ha he ea gg ed h. Le ' a ab he S a e L b a f V c a. B g b a . 150 ea d a he e. Tha ' he La be ead g . I a g ge ace, f ha e e e bee . I ' e . I e f he bea f b c b a e he d a d ha ' e a g, ha ' T Ad ' f he 50 b a e he d, ee h f h e he e e he e. I a ea bea f . F f h , he S a e L b a f V c a a a c ed e ea ch b a . I a da e e e e he c a he age f he a e f V c a a d a e ha a a ab e he e e f V c a. L f b , f a , e e d a e f he 1830 , e e e f The Age ha ' e e bee ed, e e e f The A a a ha ' e e bee ed a d ha e ea e e g h g . I had he g a d ee a f he e , e a f he ed f The Age f he e f ed ha a ed a he a h gh. The e g age f e a e ac ed f e a he a b g a eh e a d he ge he Sec d W d Wa a d he c f he a e cha ge . Wh ? Wh d e he a e cha ge? Beca e he che ca ha he ed a eeded a e a , he c d ' ea he a e he a e a , e ded f a h ee ea e d be g a d ffe e c he e f he e a e ha ha e bee ed f 180 ea . I a he e a d
17. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 143 ca ee . Ab 10 ea bef e e ed h he , he b a h f ed f be g a e ea ch b a , he e c d g h gh a e b a d d a e a a d a a d he e f . The ee Ned Ke ' a f ' e e e ed, ha he e f d , b he cha ged a e b a , a e he b c, a e c d a a d he c d g a d d a he de a d . L f e e d d. I h he b a ge c e - a ea a he e e e e g h he he e e ge g c e e ea , e he he e e a e ea ch b a , d ha e bee h a d . The ag de f had g e h gh he f, e e a , 10 100 e e ha he d ha e had e . The e e g a g h ha cha ge. A he h g ha had bee ha e g a ha he S a e G e e had ace h f a eff c e c d de d b e e a he f d g had bee a che g d each ea , he e e g a e b f e each ea a d he e e be g a ed a e ha e he a . Fa e gh. N ea , b OK, ha ' ha a g g . The e e g e h b , b c e h b , g e h b f he a f he d, he b a c ec d c e a d d a . S e f he e d b c e f a d he ade a e b f e a e a g he a a d he e e a g ha ga . Tha a e h g e e ha a g g . A he h g ha a b ha e g ha he b a ha h d ed f h a d f b b , c ea g , he e f e b a d he a da e f he S a e L b a f V c a e e e b hed V c a eed be e . If b h he e, eed be he e. B 2014, a g d f e b e e be g b hed
18. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 144 e ec c f . I a ' a b ha a e d g he e, a a EPUB, a PDF, h d e e h e? Wha d e e e g ha e def e he f e? I ab g a h d -c ed, e e a e-c ed, e -c ed e e , e h g e e e e . Be e IT e , e ca a g g a d a f h g . Wha ab b g ? If I b h a b g V c a, d e ha ha e be e ? Tha a a f d c he e e e g h he . The a e a "We d ' b a be". A f h a ha e g a he a e e. The a h g ha a ha e g ha - h a e a d fee e V c a . I 1974, he b a had dec ded he e e g g h f a a f he a e -ba ed de ca d f he ca a g e a e ec c e . I a a b g g a , a a d ff c g a a d he d d ' ha e a b d h ea de d . The d d ' ha e he h e ca ab ac e . Ac he ad f he b a RMIT a d RMIT ha a ea g d g a b a c e ce a d he e e g de h de d h ff. S e e f he S a e L b a a de ed ac he ad, ed he g ad a g c a f 1974 a d a d "W d e b ?" A gh ag e, g e he ace ha ' e g , he a e "Ye , e d e ha ". 40 ea a e , he I' g he b a , a f he a e he e, a f he e h ha e ' e ed ef he d a ed a a a e g he e. Wha ha d e , ea ha ' e g h ea hea e e ched c e h a e a ca e f e e h he ga a . Re ea ch b a a a ga a e h h d a f e a d a edge, a f c a edge ha c ca he a h ch he b a . The a e e a a d he a e a a d he e e a e g g h gh h a e
19. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 145 cha ge e f f d g a d he e f . We a ed a he e f e ha e e g g . The h f f a e ea ch b a a e b a . Tha a ha e g b ha d d ea ? I ea eeded aff h c d e c e . Y had a h e b ch f e e h ca e he b a a d a ed e f e ; "Whe e a e he ba h ?" A d "Whe e ca I ee bag?" The e e ' e e ed he h f Ned Ke a c f S a ' d a e a he e he e f A a a. The e e ' e e ed he e f he g e e 1872, he d d ' ca e. The e e he e a d ha ead g , ge f he hea , g he ba h a d c e he e . 1.8 e e ed he b a a d 60% f a e a ed f aff he I a he e e e h e e ; "Whe e he ba h ?" A d "Whe e ca I ee bag?" The e e h e e be g a ed a e h e e , beca e ha he aff ha he had, a a e ea ch b a a h had bee he e f 40 ea - "E c e e, he e a e he ba h ? A I a ed ea he e? Ca I a e bag he e?" N , a d . The e e ge g f a ed. The fe he a be g de a ed a d he e e a g h gh he f de , he d d ' ha e he a e e e he e a he e. I a ee a a b de a d a . I fe de ea g he beca e a e . I a e a e ha he had bee d g g ag . The h f a d ha a a e f-f d g de ac a fe e a ea be a a f he ba c c e, h ch ha he e a e e he c a h f V c a bac V c a a d he e d e a "If ca aff d a f ". The dea he e e g a d e h b a d eeded he e c ea ed h ea c a f he e e e. F da e a , he d d ' be e e ha ha ha he h d be d g a d a he a e e ec g ed he d d ' ha e
20. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 146 he e d . The h f d g a c ec ea ha e e h had e a fe e ec g a d e e g a d g af e b a d g he e f d he a d g a h h had e a ed dea eed da a da aba e ea ch a d ha a ba ca he b d e. P e e a c e a d a "G g e ". Tha fe e a h ge de a a f he b. A f he e h g e e ha e g a he a e e. The a e a h dea ha f he e e ' g af e b , ha e e he d g? If he d d ' ha e ha a ach e ha c a h , a g b e c a h , ha e e he he e f ? B ec g g he e h g a d e f he e h g ha e e e ab e d a b e e a h bac he . Th ' e h g e e e e , h e h g e e e ed bac he . I a ' e h g ha he had a ed f , ea a ' a f he b ef ha e had bee g e ece a b e fe a c ca de he d e he de g ce , f he be ab e ec g e h he e e fee g a he he h ed , h he fe c he ach he he e e he f de a e g e , e g he ba h a d ha d f ff. The e a f he f e a f aff a he b a fe e he e e be g e ed . I a ' a c a ac a a e e f h ff a d a ' beca e e e e e g, a beca e he b gh ha e he e c e a a d a he e e a d g h gh h ce . I e "Tha G d ' e he e, S e e" a e a cha ge f eade h h he a a g he e e a d e e e a he e e c d a ab h e f h ff a a g fee a a ha d ac a e a ead cha ge. I a ea ha he e e h gh he ce , he de g ce ha f ed f h ,
21. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 14 e e ed ha e e e g f he a he ha ha e e e g g a e h g e. The e e hea ed he de g ce . A he e d f h ece f , he S a e L b a ha a d 350 aff. I h e d ec e gaged h ab 180, 190 aff h gh he c e f he ce . The e e e a d ab e ge ed. S ec g g ha he e e e ed a d ha ea f he ga a a d h he ga a ' f d g a eg , f e a e, a ac g aff, ha a e ca e f h a a ea e e f e ef f a f e e. The cha ge ha he ga a ha b e e ed h gh a d c e h gh e ca e da , ha bec e e h g ha he ' e e d f a d ha he ' e ac a ha be he e a d g aga . A he e he ea fe e "I a ea e, I d ' e ha e a e bec g". Tha ea he ed be e c ab . U de a d g ga a a d he d a c h ch he a d e f ha e' e a g ab a e e d a c . Whe e ee he e e , a g ha a feedbac g, ha e g a e a d he a ega e e f c g ha a e e, g b he a dec e h ch ea a e d a d c a c ea e. Y ha e g he e c c e ha a e g g . U de a d g he ga a de h a c e . The e he de f - he e he de f f e b h d d a a d ga a a d he , h gh de g , e ca e e e ha e g h gh ha ce f ca ha c e h gh de g , e e fee a d he ee he a e f . The ha ga a a e ca be he e f a a ge f d ffe e h g a d e e ga a be d ffe e b ee a e he a ha h e h g a e c g a d he effec ha
22. Ca LIVE Ra T a c _____________________________________________________________________________________________________ N e ha h a ed ed a c f a e e e a d he ef e a c a e . Th a c he e f Ca LIVE a d he a h ed a e b e f a e a d a be c ed ed b a he a h a h a . 14 he ha e. Tha . (APPLAUSE) We ha e a fe e f e f a a e ? I ha e ' ed beca e I ha e g he c c ha I c e, I ha e ' ed a he cha e ee he he he e a e e . A e he e e ? I d ' ee e , A abe e. >> She a d he e a e e . Y ca a e f a e . STEVE BATY: I ca d ha b d be e e e e d ha e d c g e f. I a g g ee f ha . Tha , e ch. Tha d a he e d f da ' e , he ha f . I ec g e ha bee a g da b ha a ch f c g. I h e g a ea e h gh f gge f f a a e h e a d h ab . I f a d ee g a . T ' a a e b a e beca e e a a f d ha e e a e a e b e e ha g c he ec d g ha he f g. We be he e a d he c ffee ach e be g, f d e c e a d ge caffe a ed a e ed ha e e ha eed a he da , e f a d . Tha a f he ea e h e e ed da a d ha a f be g he e. Tha f g f h e a d I f a d ee g a . Tha . (APPLAUSE) (E d f a c )