The Law of Requisite Variety

There is a principle in cybernetics, called the law of requisite variety, which states that for one system to control another, the controlling system must be able to generate at least as much variety as the system being controlled. A simple example can illustrate this. Your automobile has a control system that allows you to go forward or backward, left or right. Since this is all the motion that an automobile typically has, the steering wheel and gas pedal/brake pedal are adequate for controlling it. However, the controlling mechanisms for an automobile would not do in an airplane which has movement in an up/down dimension as well. A simple thermostat may control the temperature in your house. But, if you wish to control humidity as well, the typical thermostat would not be adequate.

This wonderfully useful principle has applications far beyond the control of physical systems. For example, in management, there is a principle called span of control. A typical manager can only effectively manage nine subordinates if their works is very similar and fairly routine. If their work is dissimilar and not routine that number drops to around five. Why is this? It is just another instance of the law of requisite variety. If a supervisor has too many employees or if their work is very different, they will generate more variety than the supervisor can handle and the supervisor will be unable to control the employees.

So, what does this all have to do with the abysmal customer service at Linden Labs? Well, the problem that Linden Labs is facing in their attempts to provide quality customer service is just another instance of the law of requisite variety. The customers simply generate more variety than the customer service representatives can handle. And by analyzing this principle in the context of customer service for Second Life we can see why it is simply not possible for Linden Labs to deliver good customer service. It is also possible to see what they would need to do to change that. And that is what we will get to next.