Even after receiving instructions, few would avail themselves of the computers on site to format their résumés or of the offers to procure more appropriate clothing. When interviews were finally scheduled, clients would arrive without résumés and would not bring their “A” game. In many cases they simply failed to show up. But the designers of these social programs rarely take the perspective that Chapanis took. Rather than look inside the cockpit, they have assumed that the problem lies with the person. They assume the problem is a lack of understanding or of motivation. So they follow up with
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