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wirebird (8007)

wirebird
  karen.cravensNO@SPAMgmail.com
http://www.wirebird.com/

Author of Wirebird (also known by its current version, Gamehawk), which is intended to provide separate interfaces to the same community via mailing list and webforum (among others), chiefly because culture clash is fun to watch. Someday I should submit something to CPAN.

Journal of wirebird (8007)

Saturday June 14, 2008
06:15 PM

Shouting the website back up

[ #36689 ]

http://radar.oreilly.com/archives/2008/06/web-operations-culture-part1.html

"The CEO cannot shout or fire the website back up. The CFO cannot account, control, or audit the website back up and the Chief Council cannot sue it back to life." (and so on.)

I dunno if I agree entirely with this. Back when I worked at the airline, we moved our headquarters from out by the airport to downtown - a bit of a nightmare, since airlines have some really esoteric communications setups (Telex and other oddities), which had been in place so long nobody in the airline *or* the local telco had a clue about them.

And the equipment was so old you couldn't find spares (no, I'm not at all sure what would have happened if something ever failed), so we just had to hope the new lines were connected properly, with no way to test them until the actual move.

Naturally, most weren't.

This involved a lot of calling up of the local telco and trying to get them to move in a timely fashion - we needed "repairs" in hours, not days, since we were paying another airline's dispatch department a hefty fee to cover our outage, and the FAA would get testy if it was more than a brief period. One of the most effective methods to escalate our tickets, and one we used sparingly, was to get our owner/CEO on the phone. He was really good at shouting, "We have to get these things connected! WE HAVE PLANES IN THE AIR!" (He opted not to explain the distinction between air traffic control and dispatch.)

So, y'know: There are times the CEO *can* shout your website back up. Or at least your Telex.

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  • You can't make things happen faster than they can. Furthermore people who are shouted at over things that are beyond their control might get motivated once, but they also get motivated to find another job. And finally the more technical the person, the less likely they are to be motivated by shouting.

    I remember a previous job where I set up monthly report to mail to our clients. First month, great. Second month, great. Third month? I got to work and everyone was saying, "Why is your report broken, dr
    • Yeah, but you can bump the priorities. In our case, they pulled a guy out of retirement (at, I'm sure, a hefty consultation fee) to properly install the line.

      Of course, in that case the shouting was merely conveying the actual urgency of the situation (okay, it may not be air traffic control, but the FAA *does* require dispatch to be up and receiving data whenever a plane is in the air) to a company that wasn't willing to acknowledge it otherwise.

      The same CEO did have an annoying tendency to shout at/fire h
  • Users can't complain the website back up. No matter how popular their blog is. :-)