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Content Strategy by Noz Urbina, Rahel Anne Bailie

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Content as an Agent in Complicated Systems

In this example, the agents are an airline customer and either an airline employee or an automated check-in kiosk.

Airline check-in software is complicated. There are tens of thousands of lines of code that govern every possible action you can take. The software that governs transactions at an automated check-in kiosk attempts to cover every possibility: what happens when you enter your information (correctly or incorrectly), when you use an authorized or unauthorized ID, when the machine issues a boarding pass, and so on. Nothing is left to chance, and there’s no room for leeway. Therefore, when you approach the kiosk with a situation that is not covered, you come to an impasse.

Human systems, ...

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