A few years ago Stewart Reuben suggested that if more than one person does not understand what a regulations means then it should be rewritten. Personally I think that that requirement is too strict, but the "Rule of Some, Most, All" should apply.
Basically if only some people understand a rule or instruction, then it is the underlying system that needs fixing. An example is having to line up for something, and being faced with confusing signage. In only some people understand it it, the system of queuing is probably broken. If on the other most people get it right, then the signs need to be made clearer. But if everyone understands it (where the value of everyone is say 1 in 50), then the fault shifts to the customer.
Why I mention this is that I keep running into this situation when running chess tournaments (IRL and online). Most people get it, but the line between most and all can sometimes be blurred. And how I deal with that, usually then depends on my mood at the time!
1 comment:
Another pertinent quote:
If words of command are not clear and distinct, if orders are not thoroughly understood, then the general is to blame. But, if orders are clear and the soldiers nevertheless disobey, then it is the fault of their officers.”
― Sun Tzu
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