How to Make Sense of Any Mess by Abby Covert

Chapter 2: State your Intent | Page 37

Meaning can get lost in translation.

Did you ever play the telephone game as a child?

It consists of a group of kids passing a phrase down the line in a whisper. The point of the game is to see how messed up the meaning of the initial message becomes when sent across a messy human network.

Meaning can get lost in subtle ways. It’s wrapped up in perception, so it’s also subjective. Most misunderstandings stem from mixed up meanings and miscommunication of messages.

Miscommunications can lead to disagreements and frustration, especially when working with others.

Getting our message across is something everyone struggles with. To avoid confusing each other, we have to consider how our message could be interpreted.

Chapter 3: Face Reality | Page 51

Reality involves many players.

As you go through the mess, you’ll encounter several types of players:

• Current users: People who interact with whatever you’re making.
• Potential users: People you hope to reach.
• Stakeholders: People who care about the outcome of what you’re making.
• Competitors: People who share your current or potential users.
• Distractors: People that could take attention away from your intent.

You may play several of these roles yourself. Be aware of potential conflicts there.

For example, if you believe your users are like you but they’re not, there’s more room for incorrect assumptions and miscommunications.

Chapter 4: Choose a Direction | Page 89

Reduce linguistic insecurity.

The average person gives and receives directions all day long, constantly experiencing the impact of language and context. Whether it’s a grocery list from a partner or a memo from a manager, we’ve all experienced what happens when a poor choice of words leads to the wrong outcome. Whether we’re confused by one word or the entire message, the anxiety that comes from misunderstanding someone else’s language is incredibly frustrating.

Imagine that on your first day at a new job every concept, process, and term you’re taught is labeled with nonsense jargon. Now imagine the same first day, only everything you’re shown has clear labels you can easily remember. Which second day would you want?

We can be insecure or secure about the language we’re expected to use. We all prefer security.

Linguistic insecurity is the all too common fear that our language won’t conform to the standard or style of our context.

To work together, we need to use language that makes sense to everyone involved.

Chapter 4: Choose a Direction | Page 97

Understand the past.

As you talk through your controlled vocabulary, listen for stories and images people associate with each term.

Language has history. Synonyms and alternatives abound. Myths can get in your way too, unless you’re willing to uncover them.

Gather the following about each term:

• History: How did the term come into being? How has it changed over time?
• Myths: Do people commonly misunderstand this term, its meaning, or its usage? How?
• Alternatives: What are the synonyms for the term? What accidental synonyms exist?

When it comes to language, people are slow to change and quick to argue. Documenting these details will help you make your controlled vocabulary as clear and useful as possible.