Crap In; Crap Out

Again Gerry McGovern points out that content management should be about professionally managing web content, not about the content management software:
What do you get when you personalize crap content? Personalized
crap content. What do you get when you distribute publishing
rights to people who can't write, don't care about what they
write, think metadata is a country bordering Outer Mongolia, and
will never, ever review or remove what they publish? You get the
website you deserve.
"I don't want to waste 30 minutes observing someone," Gerry quotes one engineer who participated in a workshop explaining the essential need to understand your customers by observing their behavior.

If this engineer were to waste 30 minutes observing his audience he would save 10 to 100 times that by not having to go back and fix what he should have done the first time.