{"id":3464,"date":"2019-07-29T08:00:23","date_gmt":"2019-07-29T07:00:23","guid":{"rendered":"https:\/\/www.diogonunes.com\/blog\/?p=3464"},"modified":"2021-02-26T21:45:30","modified_gmt":"2021-02-26T21:45:30","slug":"lessons-from-managing-a-queue","status":"publish","type":"post","link":"https:\/\/www.diogonunes.com\/blog\/lessons-from-managing-a-queue\/","title":{"rendered":"What managing a queue of people taught me about living in society"},"content":{"rendered":"<p><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" src=\"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2019\/03\/jSvdtGv.jpg?resize=580%2C180&#038;ssl=1\" alt=\"\" width=\"580\" height=\"180\" class=\"aligncenter size-full wp-image-3465\" srcset=\"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2019\/03\/jSvdtGv.jpg?w=634&amp;ssl=1 634w, https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2019\/03\/jSvdtGv.jpg?resize=400%2C124&amp;ssl=1 400w\" sizes=\"auto, (max-width: 580px) 100vw, 580px\" \/><\/p>\n<h3>Portuguese love to <del>break<\/del> bend rules. That&#8217;s why we make good testers. <code>#ShamelessSelfPromotion<\/code><\/h3>\n<p><!--more--><\/p>\n<p>By default, the individual matters more than society and its rules &#8212; e.g., Portuguese don&#8217;t wait for people to get out of the train before entering, they just go at the same time. There are plenty more examples, but let&#8217;s just say that we&#8217;re the opposite of Swedes, Japanese or Canadians when it comes to rules.<\/p>\n<p>Every year I do volunteer work at conventions and my responsibilities are never the same. Last time I was asked to manage the queue for a session with national YouTubers. The room had a limited number of seats. The goal was to seat everyone fairly (first come, first served) and block the entrance once capacity was full. Easy?<\/p>\n<blockquote>\n<p>Kids (don&#8217;t care about rules) + Portuguese (bending a rule is a worthy challenge) + YouTuber euphoria (shuts down rational side of the brain) = <em>recipe for chaos<\/em><\/p>\n<\/blockquote>\n<h3>How it happened<\/h3>\n<ul>\n<li>The <strong>cheaters<\/strong> find ways to bend the rules and get in<\/li>\n<li>Volunteers notice it and ask staff for guidance: &#8220;they&#8217;re in, let them be&#8221;<\/li>\n<li>The lawful notice it and <strong>get angry<\/strong> at you, demanding entrance\n<ul>\n<li><em>At this point you have a full row of kids seating on the floor<\/em><\/li>\n<\/ul>\n<\/li>\n<li>Most rules are now replaced by <strong>subjective decisions on-the-fly<\/strong>\n<ul>\n<li><em>Volunteers lose their authority and need staff by their side<\/em><\/li>\n<\/ul>\n<\/li>\n<li>Some <strong>lawful become cheaters<\/strong><\/li>\n<li>Some volunteers off-duty enter ahead of lawful, just like cheaters<\/li>\n<li><strong>Staff gives up<\/strong> and opens the gate\n<ul>\n<li><em>It doesn&#8217;t really make a difference because by now the room is packed<\/em><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Lessons Learned<\/h3>\n<ul>\n<li>Rules should be objective and apply to everyone<\/li>\n<li>Plan ahead how to deal with overflow or edge cases<\/li>\n<li>Rule makers (staff) set the <strong>maximum<\/strong> quality of the system<\/li>\n<li>Rule enforcers (volunteers) set the <strong>minimum<\/strong> quality of the system<\/li>\n<li>Players (crowd) will always try to beat the system<\/li>\n<li>The &#8220;cheater&#8221; players get <strong>the best<\/strong> prize<\/li>\n<li>The &#8220;lawful&#8221; players get <strong>what&#8217;s left<\/strong> from the cheaters<\/li>\n<\/ul>\n<h3>Success?<\/h3>\n<p>For <strong>staff<\/strong>, it was a success. The room was full and people were fighting to get in. We got people&#8217;s attention and we delivered to our sponsors. <strong>We won.<\/strong><\/p>\n<p>For <strong>kids<\/strong>, it was a success. They got to see their favourite idols. The lawful kids learned that it doesn&#8217;t pay off to stay in line, because cheaters will steal their seat in the front row. <a href=\"https:\/\/youtu.be\/5JrtpCM4yMM\">Children see, children do.<\/a> <strong>We learned.<\/strong><\/p>\n<p>For <strong>parents<\/strong>, it was a success. They did whatever was necessary to make their kids happy (and quiet). The rules in place were crap, but that&#8217;s the default in this country. <strong>We don&#8217;t care.<\/strong><\/p>\n<p>For <strong>me<\/strong>, it was a disaster. As a rule enforcer, I failed. I saw the sad look of those lawful kids. I disappointed them. I felt guilty for proving them that <a href=\"https:\/\/www.diogonunes.com\/blog\/too-nice-guys-finish-last\/\">nice people finish last<\/a>. I said to one girl &#8220;you followed the rules and you deserved a better seat; I&#8217;m as angry as you are, yet there&#8217;s nothing I can do, I&#8217;m so sorry&#8221;. <strong>I shook my head.<\/strong><\/p>\n<p>I need a plane ticket to Japan&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Portuguese love to break bend rules. That&#8217;s why we make good testers. #ShamelessSelfPromotion<\/p>\n","protected":false},"author":1,"featured_media":3465,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[39],"tags":[25,71],"class_list":["post-3464","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-thoughts","tag-experience","tag-society"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What managing a queue of people taught me about living in society - The Geeky Gecko<\/title>\n<meta name=\"description\" content=\"Portuguese love to bend rules. 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A blog\u2026","rel":"","context":"In &quot;Writing&quot;","block_context":{"text":"Writing","link":"https:\/\/www.diogonunes.com\/blog\/category\/writing\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2014\/06\/Google-Analytics.png?fit=839%2C375&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2014\/06\/Google-Analytics.png?fit=839%2C375&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2014\/06\/Google-Analytics.png?fit=839%2C375&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2014\/06\/Google-Analytics.png?fit=839%2C375&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":4159,"url":"https:\/\/www.diogonunes.com\/blog\/introduction-to-testing\/","url_meta":{"origin":3464,"position":3},"title":"Introduction to Testing","author":"Diogo Nunes","date":"15 March, 2021","format":false,"excerpt":"https:\/\/www.youtube.com\/watch?v=rmLk5KrIY4Q&t=1s&ab_channel=DiogoNunes What is Testing? What does a Tester do? Recently I was invited to speak at NOVATalks, a student initiative founded in 2016 at FCT NOVA university. 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Since\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.diogonunes.com\/blog\/category\/tech\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2018\/12\/938a195f8810cb9b31c6503221891897_XL.jpg?fit=900%2C450&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2018\/12\/938a195f8810cb9b31c6503221891897_XL.jpg?fit=900%2C450&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2018\/12\/938a195f8810cb9b31c6503221891897_XL.jpg?fit=900%2C450&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.diogonunes.com\/blog\/wp-content\/uploads\/2018\/12\/938a195f8810cb9b31c6503221891897_XL.jpg?fit=900%2C450&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":138,"url":"https:\/\/www.diogonunes.com\/blog\/i-finished-college-now-what\/","url_meta":{"origin":3464,"position":5},"title":"I finished college, now what?","author":"Diogo Nunes","date":"6 January, 2014","format":false,"excerpt":"While you're on school you see the trail, you just have to walk it. 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