Here is a recent conversation between a co-worker and I. This particular woman was hired because she speaks Spanish, and many of our customers speak only Spanish.
Her: Now why would someone have put the file for “Smith-Carrey, Heidi” after “Smith, Veronica”?
Me: Because we file first by last names, then by first names.
Her: But C comes before V, so Carrey comes before Veronica.
Me: Yes, but Carrey is part of her last name. Her last name is “Smith-Carrey”. So you do all the Smiths, and then you start doing all the “Smith-Carrey”.
Her: OK, but see this name starts with a C and this name starts with a V. The C name should be first. This is why I can’t ever find the files that I need. People just don’t know how to file around here.
Me: Yeah, that’s a problem alright.