CHAPTER 10Usability as common courtesy


Sincerity: that’s the hard part.If you can fake that, the rest is easy.OLD JOKE ABOUT A HOLLYWOOD AGENT

SOME TIME AGO, I WAS BOOKED ON A FLIGHT TO DENVER. AS IT happened, the date of my flight also turned out to be the deadline for collective bargaining between the airline I was booked on and one of its unions.

Concerned, I did what anyone would do: (a) Start checking Google News every hour to see if a deal had been reached, and (b) visit the airline’s Web site to see what they were saying about it.

I was shocked to discover that not only was there nothing about the impending strike on the airline’s Home page, but there wasn’t a word about it to be found anywhere on ...

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