In [yesterday’s letter](https://www.superhelpful.com/letters/produce-and-pray), I described how people within an organization can reach an impasse over design decisions, and I used improving a particular web page as an example: One person says the best way to improve the page would be to add more copy. Another person says no one will read it, so don’t bother. Without any framework to reference, people turn to the boss for an answer.
I should be clearer: The problem isn’t that the boss doesn’t know the answer.
The problem is that the boss *shouldn’t* know the best course of action because the decision, in and of itself, isn’t worth her time or attention.
It’s just one decision.
The decision itself usually doesn’t matter in the big picture.
But the cumulative effect of design (communication) decisions does matter — the decision-making process and model (or lack thereof) does matter.Read More