Most modern institutions are designed to be navigated by individuals but most humans actually navigate institutional landscapes in packs of 2-15. Making institutions ‘impersonal’ is hard because of this unit size impedance mismatch
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Replying to @vgr
What do you mean, “packs”? What are the touch points? “Impersonal” holds. Fewer humans answer CS calls. Fewer people are able to escalate their grievance, &, company CS policy & it’s implementation is what is impersonal. Bureaucracy is impersonal. Human mediation ≠ great CS.
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Replying to @beccanalia @vgr
My interpretation of "pack" in this context is the most central/critical social group each person depends on day-to-day in financial, logistical, and functional aspects. Mostly it's family group, but could incl. roommates, care-givers, co-signers, etc.
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Replying to @MrMeritology @vgr
I seem to be interpreting a few things posted on Twitter today in a much different way than the rest of the people I follow/who follow me. Ok. So I’m sure I understand, members of this “pack” are the public faces of a larger institution?
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Replying to @beccanalia @vgr
Most institutions (aka norms + rule systems + enforcement mech.) for people (not orgs) operate as though each person is an isolated individual who also has certain capabilities. In fact, very few of us are isolated and we often depend on, or have people who depend on us 1/2
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This is why many ordinary social institutions are mismatch for homeless people, due to dependencies & constraints from core social group around a homeless person ("pack") 3/3
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Great point about the homeless, whom I've been lazily modeling as isolates. While they are more likely to be isolates than normal, mostly I see them in packs of 3-6 who seem to know each other and rely on each other a bit.
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