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Nuanced communication usually doesn't work at scale

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Re: Nuanced communication usually doesn't work at scale

#191

Whenever articles like this about communication crop up, I like to remind people of Wiio's Laws[0] - from 1978: 1. Communication usually fails, except by accident. 2. If a message can be interpreted in several ways, it will be interpreted in a manner that maximizes the damage. 3. There is always someone who knows better than you what you meant with your message. 4. The more we communicate, the worse communication suc…

5. In mass communication, the important thing is not how things are but how they seem to be.

This hits particularly hard for me. End of last year I was finishing a bigger group project where actual PM was AWOL. Perception, especially in corporate environments, is everything.

Re: Nuanced communication usually doesn't work at scale

#193

Earlier quoted context omitted.

To me it was eye-opening to see just how bad people were at understanding what they were told in the clear, simplified language of public statements regarding COVID. I don't just mean "lay people", I mean the relatively well-educated HN crowd and even some medical professionals misunderstood what was said. Across the entire group, literally every part of what was publicly said by government agencies was misinterprete…

> For example, the "We don't recommend the general public wear masks at this time" was consistently misinterpreted to mean "Masks don't work", which is not what was said at all. > The full nuanced statement was: "The CURRENT scientific evidence that is available does not support (OR deny!) that mask wearing by (specifically) the general public is (cost) effective enough to legally mandate. ALSO, at THIS TIME there is…

Twitter is famous for limiting the length of texts, forcing people to boil down the message to its essence and leave nuance behind.

But this is Dan Luu's point exactly. When forced to communicate at scale -- such as public health directive messaging -- there's no choice. Nuance doesn't work, only the simplest, blunt messages "get through".

Fauci, like many others, were concerned about panic-buying of masks. It's not that they don't work at all, they obviously do, and Fauci knew this. However, they don't work anywhere near as effectively in the hands of the untrained public (chin straps! pulling masks aside to sneeze! INCREASED touching of the face to adjust masks!), so it's taking masks away from people that can use them effectively.

Option 1) Tell the full message, mention that masks do work to a degree.

Outcome 1) People panic buy, and the overall effect is to make the pandemic worse because health professionals can't get enough PPE.

Option 2) Straight up tell people not to buy masks.

Outcome 2) People shrug their shoulders, don't buy masks, and the overall outcome is better, especially for the overburdened health system.

Which would you choose?

Nuance -- resulting in dead doctors and nurses, crippling the health system OR the clear but inaccurate statement -- that saves the country?

This is why it cracks me up to see responses precisely like yours, foaming at the mouth in anger.

You're angry at people that did what you would have done, if sitting in their position and faced with the same choices.

Re: Nuanced communication usually doesn't work at scale

#194
post #161

Earlier quoted context omitted.

This comment is truly on point and very meta — it takes a nuanced twitter thread and distills it down via the force of an authoritative source in a way that people immediately get the point.

> authoritative source 2000+ year old source, calling that _authoritative_ is a wild stretch

Cicero lived 2000 years ago and is still widely considered one of the greatest orators and writers of all time. For the art of rhetoric, it really doesn't get much more authoritative than that.

I know the HN crowd is dismissive of old stuff, because fields like math and science advance fast enough that nobody calls (say) Pythagoras or Archimedes "authoritative", but the art of convincing other humans remains essentially the same.

Re: Nuanced communication usually doesn't work at scale

#195

ITT, Most HNers completely missing the nuance of Dan's post.

Most HNers don't even read the article they comment on. In this case only a dozen tweets. But I still don't think half of them read through it given the comments I see.

Re: Nuanced communication usually doesn't work at scale

#196
post #190
post #188

Earlier quoted context omitted.

2000 years old and still speaking truth to our own lived experience makes it all the more authoritative.

Survivor bias | Authoritative

Is that “survivor bias UNION Authoritative” or “Survivor bias PIPE Authoritative”? Even on HN, hard to know which way this comment intends to lean.

Re: Nuanced communication usually doesn't work at scale

#197

Earlier quoted context omitted.

> authoritative source 2000+ year old source, calling that _authoritative_ is a wild stretch

Cicero lived 2000 years ago and is still widely considered one of the greatest orators and writers of all time. For the art of rhetoric, it really doesn't get much more authoritative than that. I know the HN crowd is dismissive of old stuff, because fields like math and science advance fast enough that nobody calls (say) Pythagoras or Archimedes "authoritative", but the art of convincing other humans remains essentia…

I don't think it's HN; I think it's a few folks who never learned the value of history. Kind of like that kid in middle school who would say "all people in world history are dead, what do they matter?", "they didn't have iphones, so how smart could they be?", or "this wikipedia about logical fallacies disproves Plato".

Re: Nuanced communication usually doesn't work at scale

#198
the times that I've observed nuanced comms break down at scale, it is usually because genuine conversation is not possible, for a variety of reasons ranging from the number of people who would need to be involved in said conversations to political games of power. so then it becomes the job of a million layers of middle management playing telephone to translate

but nuanced communication is also a skill that can be worked on, and certain classes of misunderstandings can be mitigated. dan calls this out in his post, but ironically a major one was missed in it as well: the resulting conversation seems to be entirely about individuals capability (based on IQ and other BS) to understand messages conveyed to them, rather than about the complex organizational dynamics that might result in someone being pushed into interpreting a message as something other than what it is

EDIT: I'd also note that nuanced comms are equally difficult in large orgs irregardless of the size of the group being spoken to. For example, I've had VP+ (a smaller group given that the comms are going upward rather than down the org chart) misinterpret technical findings presented to them. There's so much extra cognitive overhead inherent in interpreting messages when you're in a Machiavellian experiment (aka the modern bigco environment)

Re: Nuanced communication usually doesn't work at scale

#199

Nuance is hard to convey in groups, but I believe that *a small part of the problem is a lack of design*. Many peoples' eyes glaze over when they see a wall of text in an email and they just skim rather than read. Some simple things to enhance communications can be the following. * Use a few bullet points to put attention on the main points you want to convey. * Without going overboard, use a tasteful amount of graph…

Discrete sections, bullet points, infographics, and a touch of graphic design: that's PowerPoint. The advice I always get for PowerPoint is to delete everything in the slightly smaller font that "nobody reads anyway," so I think you're still limited to the amount of nuance you can fit into a few bullet points, unless those infographics are doing an awful lot of work.

Re: Nuanced communication usually doesn't work at scale

#200
post #174

This is an observation that goes back to at least Cicero.[1] Cicero on the primary goal of oratory: "As, therefore, the two principal qualities required in an Orator, are to be neat and clear in stating the nature of his subject, and warm and forcible in moving the passions; and as he who fires and inflames his audience, will always effect more than he who can barely inform and amuse them..." Cicero describes the pro…

I bet this objectively can't be helped. Nuance requires representing uncertainty and is higher complexity from accounting for multiple special cases. Placing more cognitive load and attentional demands on receiver. Human communication is lossy and decoding can be non-trivial inference. Given that everyone comes with differing priors, the more finer grained and complex details are required in reconstructing message in…

You've put into text format, something which most extroverts already intuitively understand.

Communicating with more than one person at a time requires dumbed down slogans and short bits of summarized information. Nuanced long form communication is a luxury that can rarely be afforded.

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