If You Have Stupid Users, You Have a Stupid System
Ira Winkler, Dr Tracy Celaya Brown · 2020
User error, or more encompassing, user-initiated loss (UIL), which includes error and intentional acts, is not a specific problem with the user, but a problem of the entire system. Perhaps the biggest mistakes that people make when implementing loss reduction programs is a failure to take metrics before they start their efforts. Metrics that can highlight a financial return are best; however, any metrics that can demonstrate a potential benefit are helpful. One of the greatest red flags identified as critical is when delegated to work with awareness professionals to reduce UIL. These people are well-meaning and might even be open to looking at UIL as a systemic problem, but many awareness professionals still want to put the focus on empowering users with information. Failure is expected and should be proactively accounted for, unless the risk for the resulting losses is deemed acceptable.