This has been an object lesson in how to mismanage a communication strategy.
While it would seem that the footballing authorities are behind this introduction of mobile ticketing, Everton seem to have got away with offering cards as an option and it seems the majority of their fans (possibly 75%) have gone for this, so it's clearly not mandatory. Yet City and other clubs have gone for broke, despite the risks, including completely inadequate testing, and without scenario analysis of all the different use cases. I've no issue with mobile ticketing per se but this approach is complete madness.
I know it's been on the cards - no pun intended - for a while so there's been plenty of time to think these things through and consult with fans. But that hasn't happened and we've got to where we are.
But knowing they were going to do it, they prevaricated about the announcement and people weren't singing from the same hymn sheet, with Supporter Services initially offering to send cards out, then tweeting the opposite yesterday.
Meanwhile, there's nothing from the club, largely because they're in a mess of their own making. Some people will almost certainly HAVE to be issued with cards but no doubt they'll find a way of making things as hard as possible for themselves and us in doing that.
Instead of managing the communications properly and being in control of the message, they've let loose a storm of rumour, uncertainty and anger among the fans, when the situation was, at best, likely to provoke a fair bit of that even if managed properly.
And this has not in any way been managed properly.