When I said they don't seem to understand, that wasn't limited to just the lottery. For the MSG panels last year, they seemed completely unsurprised and unprepared for the fact that people would line up well before 8:30. And at Celebration this year, I don't think they expected as many people to queue up overnight for panels, or that people would start lining up as early as they did.
Plus for the lotteries, it sounds like they also didn't expect people to enter for panels they had literally zero interest in attending, but a friend wanted to go, so they entered solely to help their friend.