Keeping Tech Running: A New Study Shows The Secret to Long-Lasting Tech

Study shows how continued use trajectories explain how technologies persist (or don’t), highlighting how we should think about the entropy of tech

A recently published paper in the Journal of Marketing by Paolo Franco, Robin Canniford, Marcus Phipps, and Amber M. Epp, looks into the critical factors that determine how long any technology stays in use. Titled “Continued Use Trajectories: How Entropy Work Sustains Technology Assemblages,” this research offers valuable insights into the factors behind the slow decline of a piece of tech, and it’s use. The paper focuses on consumer technologies, but the lasting power of tech is something the is always on the minds of anyone buy lab tech.

Understanding Continued Use Trajectories

The study addresses a fundamental question: why do some technologies continue to be used while others are discarded?

Traditional marketing research suggests that continued use is influenced by cost-benefit analyses regarding a product’s usefulness and ease of use. However, the interconnected nature of modern technologies means that their sustained use also depends on their ability to interact with other devices, infrastructures, and users. By applying Assemblage Theory, Franco et al. identify four distinct trajectories of continued use, each characterized by varying degrees of entropy work necessary to maintain the usefulness and ease of use of technology products.

The Four Trajectories

1. Supporting Trajectories:

These are characterized by a low entropy state, where components consistently interact to maintain stable usefulness and ease of use. In such trajectories, technologies integrate seamlessly into existing systems, requiring minimal intervention. For example, a new centrifuge has seamlessly integrated with existing equipment, requiring minimal maintenance and running smoothly for years.

2. Taxing Trajectories:

Here, components fail to interact as expected from the start, leading to high entropy and significant user effort. Technologies in this trajectory often face immediate challenges such as connectivity issues or software bugs, requiring substantial work to sustain their usefulness. For example, a recently acquired spectrometer constantly experiences connectivity issues, demanding frequent troubleshooting and user intervention to remain operational.

3. Decaying Trajectories:

Over time, even well-integrated technologies can experience a decline in performance as components wear out or fail to update. This trajectory highlights the importance of regular maintenance and proactive updates to extend the life of lab equipment. As entropy increases, lab users must be prepared to invest more effort in troubleshooting and repairs. For example, while initially reliable, the ageing PCR machine now requires frequent repairs and updates as its performance gradually declines.

4. Oscillating Trajectories:

These trajectories are marked by intermittent periods of stability and disruption. Technologies may work flawlessly for a time before experiencing sudden issues that require immediate attention. This unpredictability demands that lab technicians remain vigilant and adaptable, ready to address problems as they arise to maintain ongoing operations. For example, a chromatography system that works perfectly for weeks at a time but intermittently fails, necessitating sudden, urgent fixes to restore functionality.

Thinking about technologies along these trajectories, insights from this study could be helpful for the design and management of laboratory technologies. To enhance the longevity and reliability of lab equipment, designers and manufacturers should focus on creating systems with robust, predictable interactions between components. This involves not only engineering high-quality hardware and software but also ensuring that these elements can seamlessly integrate into existing lab infrastructures.

Moreover, the concept of entropy work underscores the necessity for ongoing support and maintenance. Manufacturers should provide comprehensive support services and easy access to troubleshooting resources. Additionally, designing technology that can automatically perform updates and self-diagnose issues can reduce the burden on lab users, allowing them to focus on their primary research activities.

For lab managers, understanding the expected trajectories can inform better purchasing and maintenance decisions. Investing in equipment known for its low entropy state and supporting trajectory can lead to fewer disruptions and longer-lasting use. Regular training for lab personnel on maintenance best practices and problem-solving can also mitigate the effects of increasing entropy over time.

You can read the full paper “Continued Use Trajectories: How Entropy Work Sustains Technology Assemblages” in the Journal of Marketing