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The cranky user: Policy, scourge of the people (01 Jul 2004)
It's probably impractical to expect individuals to give the people at the counter the ability to override policies. What they can and should do is to build in some kind of accountability. The people who make the policy decisions should be reachable by phone and by mail during business hours. Not a voicemail box that no one checks. The rule should be that you get to talk to a policy maker (or someone who can bend policy). The policy maker should be on the hook to justify policy decisions. If that's too hard, maybe those decisions aren't the right decisions.
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