Barry King wrote:

> Once in a while someone is stubbornly convinced that their job must
> be done a particular way and they will not be swayed by the facts.
> If so, I won't sell them anything.  But I don't lie to them, either.
> If they won't be swayed by facts, they probably have a bigger lawyer
> then me too.  And welcome.

This "communication interface" between customer x specialist will be
directly proportional to how much both share the same knowledge. I can
discuss somehow with the guy who will fix my car's breaking system, or
about several household appliances, and the technician would need to
explain very well why he is not following my suggestions or
requirements.  But I can't even think to discuss with JPL people why the
mars lander should be done in a different way.

Lye is a strong word.  "Need to Know" is the better expression. Do you
believe that doctors would tell you exactly the risks involved to do a
simple hospital surgery?  Have you ever saw any document telling you the
probabilities of your car's 1/4" suspension pins and bolts break when
hitting a single 2x4" wood block at the highway at 80 mph?  Have we
received instructions to review all our home power outlets wire
connections once an year? When government apply fluoride at the tap
(drinking) water system they use to say it also reduces brain activity,
and make people a little more idiot?  When you take a flight in a Boeing
airplane, they inform you if that plane if one of those that still using
that wiring system that "explodes" when in fire? (what is the name of
that wire?). Why CNN didn't show the same Kosovo images transmitted by a
Japanese TV?  I don't want to start a fight here, but this are pure
examples of "Need to Know", and this is the way the world is.

As you said, we need to talk to our customers when their request is not
"technically correct", *if* they are able to understand the technical
stuff, if not, you have choices:

a) decline the customer job.
b) do how the customer wants, even if technically incorrect.
b) embrace your profession, and as a specialist do what needs to be
done, and trust your knowledge.

A doctor does not interrupt a brain surgery to discuss with the parents
about what he is going to do next, first because parents have no
knowledge to discuss it, second because the doctor *is* the specialist
and he *has* the knowledge to decide based on that.

Of course contractors will have strictly procedures, projects and
technical specs, I am not discussing it. What I am telling you is that
if the customer (less technically prepared) can't understand words, you
need to show them a working prototype in the way you know it is better.

But how can you convince a Microsoft Explorer user that Netscape is
better?  Answer: Just putting it to work. Better than a week of
explanations. How you convince him to install Netscape at his computer
for this test?  ahaaa, here goes the "Need to Know" approach.

"Need to Know" creates some funny things:
a) I wish to have all the money people *think* I have.
b) I wish to have this *perfect* marriage people *think* we have.
c) I wish to be the *hero* my kids *think* I am.
d) I wish to have the knowledge people *think* I have.
e) I wish my taxes money would be applied the way they told it is.
f) I wish the bugs and weeds killer works the way the label says.
and more.

Wagner