Why product warnings backfire

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This weekend I bought a Black & Decker cordless screwdriver for $18.99. It’s an underpowered little gadget that runs on batteries, but it’s just right for the job I had, driving some brass screws into pilot holes without stripping them. And it came with a little something extra: 700 square inches of instructions and warnings. … Continued

How health insurance instructions and forms made me sick

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Instructions are tricky. You need to be clear and brief, write directly to the user, and most importantly, make sure that the instructions match reality. Based on my experience with health insurance, this a prescription that Blue Cross Blue Shield of Massachusetts needs, stat. I had previously used the excellent Blue Cross Blue Shield plan from … Continued