How To Defeat Bureaucracy


If the right person isn’t listening, talk to the wrong person.
Know your own terms.
Be prepared to refuse theirs.
Don’t use their jargon.
Recognize bureaucrats as fellow victims of the system.
Address them by name.
Do it their way when their way makes sense.
Know what you want.
And why.
Eschew sound bites.
Be willing to repeat your point as often as needed.
Accompany their completed form with a design for a more useful one.
Replace the information they requested with the information that matters.
Don’t appeal to common sense: model it.

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