Story of the result of structure, not human error
Blog operation accidents happen.
But they always occur in a similar way once they happen.
- Incorrectly published posts on other clients' blogs
- Content modified with unretracted permissions
- Explanation: "This wasn't done by us"
These accidents are usually summarized like this.
"If only we had been a little more careful..."
But the actual cause is not a matter of caution.
Accidents are often anticipated, not seen as 'mistakes'
When you look at the logs after an accident,
most of these conditions overlap.
- There were multiple blogs
- Multiple people were working simultaneously
- Permissions were unclear
- Responsibility was assigned to individuals
If these four conditions exist simultaneously,
an accident is just a matter of time.
'Perfect caution' cannot be assumed in agency operations
We need to acknowledge a realistic assumption.
- People change
- Schedules are tight
- Work is done in parallel
In this environment,
"Let's always be cautious" is not the solution.
Caution is a depleting resource,
and it will run out eventually.
The point where accidents occur is always the same
Blog operation accidents
mostly occur at this point.
When boundaries become blurred
- When the distinction between clients' blogs becomes vague
When permissions are excessive
- When one has more permissions than necessary
When responsibility lies with individuals, not the structure
- When the focus is on "who did it"
This is not an issue of individual capabilities but a problem of operational structure.
Adding more rules does not reduce accidents
Teams typically respond to accidents like this.
- Add more checklists
- Post another notice
- Emphasize "Make sure to check"
However, this approach
does not reduce accidents.
Because
rules can be violated, but structures cannot.
When the structure changes, the nature of accidents changes
When the operational structure is properly designed,
accidents change like this.
- It becomes difficult for mistakes to occur
- Even if they occur, the scope of impact is limited
- Causes and responsibilities become clear
This is not a matter of skill level but a problem of design.
Therefore, operational accidents are not 'management issues'
In agencies, blog operation accidents
are not due to the attitudes of managers or the carelessness of practitioners.
It is a structural result
of using tools designed for individuals
in organizational operations.
At this point,
the choice becomes clear.
- Will you continue to rely on individuals?
- Or will you control risks through structure?
In the next post,
I will discuss when it is most rational to change these structural issues,
and why "later" always becomes the more expensive choice,
and why.
Preview of the next episode
〈Why does it become more expensive to change the structure after the blog has expanded〉