The 95/5 Rule of Exceptional Programs
In Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, Will Guidara outlines a principle that is both counterintuitive and highly practical: manage 95% of your operation with discipline, and spend the final 5% in ways that feel “unreasonable” in their generosity and impact. This concept does not advocate for inefficiency or excess; rather, it emphasizes strategic allocation of effort and resources to maximize both performance and experience. In research administration, where time, staffing, and funding are often constrained, this framework provides a clear lens for deciding not only what to do well, but where to go beyond expectations in ways that matter (Guidara, 2022).
The 95% represents the core infrastructure of research administration: compliance, accuracy, timeliness, and process integrity. These elements must be managed with precision, as they underpin the credibility and functionality of the research enterprise. Budgets must be correct, submissions must meet sponsor requirements, and timelines must be maintained. There is little room for improvisation in this domain, and rightly so. However, because these elements are expected across all institutions, they rarely differentiate one program from another. They ensure competence, but not memorability. As a result, organizations that focus exclusively on optimizing the 95% often achieve efficiency without distinction.
The remaining 5%, however, represents an opportunity for intentional differentiation. This is where research administrators can invest in moments that elevate the experience for faculty, scholars, and trainees. These investments are not about large-scale resource allocation, but about targeted, thoughtful actions that create clarity, reduce stress, or foster a sense of support. For example, a well-designed onboarding experience that anticipates common challenges, a personalized check-in after a major submission, or a streamlined communication that simplifies a complex process can all function as part of this 5%. These moments require relatively modest effort, yet they have a disproportionate impact on how individuals experience the program.
Crucially, the effectiveness of the 95/5 rule depends on maintaining balance. Without a strong 95%, the 5% cannot compensate for foundational weaknesses. Conversely, without the 5%, even the most efficient system risks feeling impersonal and transactional. The goal is not to shift resources away from core functions, but to ensure that a small, intentional portion of effort is consistently directed toward enhancing the human experience. In this way, the 95/5 rule becomes a framework for integrating rigor and hospitality, rather than treating them as competing priorities.
Applying this principle in research administration also requires a shift in how value is assessed. Traditional metrics often emphasize throughput, accuracy, and compliance, but rarely capture experiential impact. As a result, the 5% may be undervalued or overlooked, despite its significant influence on stakeholder satisfaction and engagement. By recognizing the importance of these moments, administrators can begin to intentionally design and prioritize them, ensuring they are not left to chance or individual discretion.
Ultimately, the 95/5 rule reframes excellence as a combination of discipline and generosity. The 95% ensures that the work is done correctly; the 5% ensures that it is experienced meaningfully. In a field where expectations for accuracy are high and differentiation is difficult, this approach offers a practical pathway to creating programs that are not only effective, but exceptional.
Action Items for Research Administrators
- Define your “95%.” Clearly identify the core processes that require consistency, accuracy, and standardization.
- Identify your “5%.” Where can small, intentional efforts significantly improve the stakeholder experience?
- Select one high-impact moment (e.g., onboarding, submission, review feedback) and enhance it deliberately.
- Reallocate, don’t add. Look for opportunities to shift effort within your current workload rather than increasing it.
- Evaluate success differently. Consider not only whether tasks are completed, but how they are experienced.
Discipline builds the foundation. Intentional generosity creates the impact.
