We had a defect tracking system for our software, they decided they wanted to let the customers see the status of their requests and wanted to open it up until they read through some of the comments in the "fix" field. We ended up deciding to use a "workaround" field for public comments moving forward. They cal only see items that are tagged with their name as the external reference, so they don't get to see all of the internal stuff, but it was still pretty funny. Some comments were things like "stupid user". Not mine of course...
I mean, yeah, stupid is a bad word. But I've described implementation of some processes as "bad ideas" before and it's been alright. I work with a huge group of milquetoast older people who are sometimes hesitant to make firm decisions at all, or sometime super speedy to make terrible decisions. Sensitivity is great, but if I see a bad idea I try to prevent it rather than waiting to need to fix what's been broken.
I guess Hida's guy was a little too blunt.