that generally, A-Z is usually the wrong choice: in most cases, lists should be collated in some other order than A-Z. This sounds perfectly plausible. You say that in any specific case, we should review all relevant information before deciding. This sounds like good advice. But you haven't said anything about the general case, and so your advice doesn't conflict with Neilsen's.A couple of your examples seem tangential to your argument. For instance, the Texas Department of Motor Vehicles question listing is awful. If you want information on dealer training, you don't look under D for Dealer, or T for Training. You look under F for Find. That's clearly bogus it seems they couldn't be bothered thinking through any sort of useful categorisation. It's a classic example of developers making things easy for themselves and hard for the users. A-Z is not the right choice here.The Blue Cross story is an interesting and informative example of good UX principles at work, but it has nothing to do with A-Z ordering.In short, you have shown very nicely that an A-Z listing is sometimes the right choice. But even if it's sometimes right, still it might usually be wrong.

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