Chapter 6. The Inmates Are Running the Asylum

Despite the widely varied nature of the products described in Chapter 1, "Riddles for the Information Age," they all share a common frustration-inducing unpleasantness. In this chapter, I'll show that this recurrent pattern is due to the inadvertent hijacking of the industry by technical experts. Despite all of the marketing rhetoric, the form of our products is really determined by the people least equipped to determine it.