Once you see that an answer is not serving its question properly anymore, it should be tossed away. It's just their natural life cycle.
They usually kick and scream, raising one hell of a ruckus when we ask them to leave. Especially when they have been with us for a long time.
You see, too many actions have been based on those answers. Too much work and energy invested on them. They feel so important, so full of themselves. They will answer to no one. Not even to their initial question!
The hardest thing about customer interviews is knowing where to dig. An effective interview is more like a friendly interrogation. We don’t want to learn what customers think about the product, or what they like or dislike — we want to know what happened and how they chose... To get those answers we can’t just ask surface questions, we have to keep digging back behind the answers to find out what really happened.
That our diplomat’s first impulse is to resort to a self-defeating meme speaks to a broader problem—the sort of cultural problem instinctual reactions to crisis make most clear. This is a problem of an entire generation—my generation. We are a people that retweets when we could be reading. The minds of best and our brightest have been poisoned by ratios, “god tweets,” and memes. We came of age on Twitter, Tumblr, and 4chan, and still see the world through their frames. We find it harder and harder to distinguish the actual from the image; we struggle to disentangle perception management from problem management. This is what it looks like when the terminally online ascend to positions of real responsibility. Welcome to the age of shitpost diplomacy.