Rereading the classic Sorting things out / Classification and it’s consequences.
”He called the airline desk, and in a calm tone of voice, said, ”Hello, my name is Howard Becker and Im an irate. Can you help me with this ticket?” The clerk began to sputter, ”How did you know that word?!!” Becker had succeeded in unearthing a little of the hidden classificatory apparatus behind the scenes at the airline. He notes that the interaction after this speeded up and went particularly smoothly.”