"I wanted readers to be genuinely unsure as to whether she's telling the truth or lying. It meant making her partly sympathetic, and partly unsympathetic, which wasn't easy."

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Pre-suasion is the practice of getting people sympathetic to your message before they experience it. It's the ability to cause people to have something at the top of their consciousness that makes them receptive to your message that's yet to come.

— Robert Cialdini