[shanecleveland]

Agreed that discipline around being reactionary is important.

I work with maintaining both a customer-facing website and documents (instructions, order forms, etc.). I have learned many times that a change based on a single issue can result in trading one problem for another. Allowing for trends to develop will help better define the best solution and help the most people. Defining a trend can be objective, but three occurrences in close proximity typically does it for me.