Dar es Salaam, June 19 -- “THE issue is rarely the reform itself. The issue is how people are prepared for it.” A few weeks ago, I found myself reflecting on an experience that has become increasingly common in our digital age. I was involved in discussions surrounding an important public event that had been planned for months.

Every detail appeared to have been carefully considered, stakeholders had been engaged and preparations were progressing smoothly.

Then, as sometimes happens, circumstances beyond anyones control required a significant change to be made at short notice.

The decision itself was reasonable and necessary. What fascinated me, however, was not the decision. It was the reaction that followed. Within a matt...