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I have a suspicion that idea of "surprise and delight" has poisoned the world of technical comms, especially when it comes to "products" that people depend on, especially when it comes to the infrastructure of people's lives.

There's no world where anyone is delighted if their plumbing, or oven, or cane or wheelchair or elevator or blender or brakes or or or surprises them. None. Consistency and reliability is everything.

The failure mode of "surprise and delight" is "startled and terrified."