2023 Comms Resolutions

What things can you do in 2023 to make you communications more efficient and considerate in the world.

I don’t really like New Years resolutions for reasons beyond the scope of this post.

This year however, am going to try and make a few changes to how I communicate, in work and otherwise.

“No Hello”

No Hello on instant messaging.

I hate being on the end of the Dangling Hello, and the 15 minutes of massively predicting what the person is wanting. But I still find it very hard to bundle in all up in the first message.

Equally, 4 notifications in quick succession can feel like literal torture.

You can still ask how people are doing, but you can just include that upfront, in a single message.

Hello X, hope you’re good, can you tell me what’s going on with TICKET-123

Me, Slack, This Year

Priority Tagging, ideally lower

Low Priority exists as well as High Priority on emails.

Flagging a gossipy/catchup IM as such in the opening.

Clarify & Summarise

The discomfort at being That Guy who pastes back the summary of what you agreed is less than the pain when you discover that you weren’t all sharing understanding.

When half the team thought “advance by 2 seconds” meant delete 2 seconds, and the other half thought add 2 seconds..

Always a default

When arranging things, I’m going to offer a default, always.

“I’m free all day” vs “I’m free all day, how about 11”

Make it easier to say “Great” done.

Stick to Core Hours

I’m a freelancer, I work self-defined hours… but that’s not mine to share with others.

While it’s useful for me to get thoughts out of my head into an email, that doesn’t mean I need to get them forced onto other people…

  • If I’m sending an email, I’ll set it to send later
  • If it’s an IM, I’ll set Slackbot to remind me or maybe the person, during the next working day

In Conclusion

We all drowning in a sea of notifications, if you can make yours just a little better, you make it easier for people around you to help you.

Blogging about your Cloud Tech is only interesting when it’s Novel

If you’re blogging about moving to the cloud, you have to write about the interesting things in your migration, and not just how you did Best-Practice.

So a while back I bitched about Why The Cloud Is Oversold, talking more generally about the supposed other-wordly experience that having Sensibly Flexible Virtualised IT is… well I’ve a new pet-hate: organisations Overselling Their Adoption Of The Cloud.

I know transparency is good. It’s also pragmatic because if the information is on a computer that is even near another computer that’s on the internet, it’s going to be leaked.1

It’s genuinely interesting when people share the unique work they’ve done. Especially when Public Bodies do stuff, look at how much gov.uk open-sourced, and how much of that govt.nz reused. We’ll not mention that Scottish Government developers can’t access the gov.uk repo as GitHub is a blocked “file-sharing” site.

The team I worked with at the BBC have spoken widely about how they turn ongoing streams of video into neatly segmented files, that are uploaded to S3 at more than 1 gigabit a second, and how these are made into the things you see on /iplayer.2

Alongside the stuff that’s of sufficient scale to be interesting, Video Factory also uses a load of standard enterprise patterns: micro-services, communication through queues, separation of concerns, etc… They’ve spoken about these, but very much in a “we’re just doing best-practice after big monolithic system pissed us off too much” way.

Anyway, I just read a blog post, by another public body documenting their transition to the Cloud and a new Responsive Website.3

Turns out sometimes they get a lot of load, and this is a problem they’ve had to solve. I’ll give you a second to think about how you’d solve bursty load on AWS.

Have you guessed?

They’ve only cached the site behind varnish, and are running that in an auto-scale group behind a Elastic Load Balancer.

That’s a pretty standard best-practice. Perhaps the novelty is that they’re a Public Sector body doing a sensible thing.4

But best-practice, by its very definition, just isn’t interesting blog-fodder: “Hey, We Do The Thing That Everyone Else Is Doing”.5

This leaves me wondering what next from this organisation:

  • “Our Windows PC Estate uses Microsoft Update Server to ensure they’re patched”
  • “We make our endpoints run anti-virus and disable USB ports on front-line single-use machines”
  • “We use Active-Directory federation to provide single-signon across all of our desktop applications”

If we’re really lucky maybe they’ll tell us: “How We Use Chaos-Monkey to Simulate Cloud Error-Situations”

I can’t wait.

  1. That is an exaggeration, but not nearly as much as I’d like it to be ↩
  2.  I helped make this bit and I’m still disproportionately proud of it ↩
  3. The kind you hate on the desktop because of all the white-space, and where the custom fonts don’t look quite right ↩
  4. I could link to numerous projects here, so here is a small selection of failure ↩
  5. Netflix get to do it, because they’re the one of the groups setting out best-practice in AWS ↩

Perfect is indeed the enemy of good

The desire to do things well stops us doing them at all.

I re-connected with someone on linked-in the other week. (Yes, I actually use it like that). And he sent a lovely, long detailed reply. One that I was delighted to read. One that I want to reply to.

But I haven’t.

Anytime someone sends me a nice, long, structured message, on pretty much any medium, it falls into the awful silo of “well i need to sit down and write a nice reply”.

And it stays in that silo, along with all the other things like that.

So instead, I’ll write a little blog post about not being able to write, using up some of my daily word-quota in the process, and making the writing of the reply, even less likely.

 

Secret Cinema’s PR Car-crash

Secret Cinema showed how not to communicate after the opening night of their latest event was cancelled.

Lots of modern knowledge-based skills are like Search Engine Optimisation: the first 80% of SEO is “build a decent website” and the last 20% is the ever-changing dark-magic that few people really understand.

I’m adding “communications in a crisis” to this list.

Secret cinema have cancelled their opening shows of Back To The Future, the first show cancelled about 2 hours before it was due to start. The comments on that post are just about as awful for the company as you’d expect.

The company is replying, but with a statement usually of the lines “please address your concerns to us at this email”. Unsurprisingly this isn’t meeting with much understanding from their customers.

As I type this on Friday evening, they’ve just cancelled the weekend shows, and the “situations beyond their control” appear to be the council aren’t satisfied the venue is safe.

Predictably, their Facebook wall has been carnage. People explaining how they’ve travelled far for this event, and are feeling let down. Now if you travel to a faraway place for a pop-up event, by a company who have cancelled opening nights before1, caveat emptor comes to mind. I’m not saying I don’t have sympathy, but I doubt I’d travel myself in the circumstances…

Crisis comms are hard

There are companies who charge you an awful lot of money for just this. The ones you call when things are really bad: like when your product kills people.  But much like SEO, companies can do the simple things to get the first part themselves.

4 Basic Steps to Delivery, You’ll Never Guess What Happens When You Don’t Do Them:

  1. Project Management is your friend: If they didn’t know until the first day that they had these problems, they don’t have a decent project/production management team. This isn’t a hobby, this is a company that take a lot of money from people, they need a decent delivery function that could warn ahead of time.
  2. Honestly within the company: can you delivery team tell you that there are possible problems, or are you stuck in an organisation where the status report has to be green? Or worse, are you in an organisation that denies possible problems until they’ve actually happened.
  3. Run Pilot events. This is the kind of thing you probably want a few preview nights, beyond rehearsing with the cast, but rehearsing with audiences there so you can check things work. You can set expectations for these nights better, with lower tickets prices, and framed as a community rather than a customer experience. Scratch that, apparently their preview on Wednesday was also cancelled.
  4. Prioritise: there will have been things here key to the experience, and things that were icing. Build and get approval for the main stuff first. If you can’t do the other bits that’s a shame, and the pilot/early nights might be impaired. But at least they can run.

The 6 Secrets to Basic Crisis Comms Techniques They Don’t Want You To Know:

  1. Don’t Weasel Word: Be very careful about the phrase “beyond our control”. I watched a documentary about Crossrail last week. The crane they needed one weekend didn’t turn up because only 2 of them are in the country, and the one they’d booked was delayed. That is “beyond their control”.  I say this with no insider knowledge, beyond the news articles, but  Secret Cinema were in control of applying and meeting council safety approvals. Saying it’s “beyond your control” makes an organisation look like it’s in denial.
  2. Appear Open:  They should have published their compensation policy and directed people to that. Telling people to “address concerns” privately makes it look like the organisation has something to hide.
  3. Appear Honest: This isn’t an outage of a complex system that takes time to diagnose. Saying you’ll post “more information later” just makes it look like an organisation in disarray.
  4. Take the Hits upfront: They could have cancelled more shows upfront, still disappointed people, but put them in control earlier. Drip-feeding cancellations just continues the uncertainty, again adding to the appearance of disarray.
  5. Finally, you’ve broken promises: Don’t make any other promises you can’t keep. It seems so minor, but saying you’ll update at 11am and failing to post anything until after 12 just continues the appearance of the organisation in crisis and denial.

I suspect this incident will be a case-study for crisis PR for years to come.

Management Tips from Astronauts

What former Astronaut Chris Hadfield can tell us about managing things down on earth.

Being on the International Space Station (ISS) for a few months is a pretty unique experience. I’m pretty sure that nobody reading this will get to do it. Chris Hadfield, the first Canadian astronaut, did spend some time there, and I’m sure you remember his Bowie cover Space Oddity.

Anyway, he has a book out (Amusingly at Christmas I bought it for my Dad, while he bought it for me). The book manages to make space travel both more alluring, and yet in many parts tediously mundane. It’s seemingly a lot of study, luck, and waiting for your mission. Also sounds hazardous to your marriage if you’ve anything less than the most understanding of spouses.

Alongside this he highlights a few management things, from his employers, or himself, that are worth remembering here on earth.

Confessing to Near-Misses

NASA, like every safety-critical system (or at least like they should) place great emphasis on being able to speak about near-misses. About the times that something nearly went wrong, so that changes can be made before it actually happens. (I’m not aware of how much of this was in place before the Challenger Launch Decision was made.)

I don’t work in safety critical systems, I work in computers and websites. Although much less severe, we do face  similar challenges. Do you have that random configuration utility that if you feed it incomplete or invalid configuration details, will honour those and wipe out an environment?

You shouldn’t.

In an ideal culture you should be able to say “I was messing about on stage, and noticed that I could break the system with the config tool” and that the reaction should be “Oh, great, let’s figure out if we can easily fix that, and if we can pop it in a sprint” and not the sometimes standard reaction from developers, inwardly judging the operator for using the tool wrongly, while outwardly declaring “Well then you should be more careful with that tool”.

These kind of things matter: You’re not always the ‘you’ in the office.  11am at the ideal caffeination level ‘you’.  At 3am, roughly extracted from sleep by PagerDuty, you’re a lesser ‘you’.

At those points, you’re flying on instincts and adrenaline.

Systems need to be idiot proof because we can all be idiots. (And thanks to a neanderthal leftovers, I think that sometimes the smartest people can be the best idiots).

What’s the BOLDFACE for this?

Documentation and procedures are another ongoing theme. Unsurprisingly every procedure and task in space are heavily documented, because you don’t want this to go wrong when you encounter problems. To paraphrase “you should always know what the next most likely thing is that can kill you, and how to go about stopping it”

The BOLDFACE bits are the critical bits of documentation that keep you alive. Again, IT is not life or death, but your run-books and documentation should have this similar level of priority.

No operator probably needs to know everything of every system, but they should know the procedures which if done incorrectly, (or the ones that done correctly) cause data-loss or system outages.

Some years ago, I was personally stung by changes between software versions: the version before didn’t, the version after wouldn’t, but the current version had some horrible behaviour, and I managed to cause a significant outage.

So on top of your documentation, when the operations become more or less dangerous than they were, make sure that people know about the changes.

Being a Zero

This is perhaps the best way I’ve ever heard anyone talk about the problems of being the new person on an existing team. Being a zero basically means “do no harm, make nothing worse”.

Mr Hadfield correctly states that everyone wants to be a plus-one. We want to do good, think we’re doing good and be seen to be doing good. At the start you’re eager, but that comes with impulsiveness which causes problems.

He talks about some times that in that eagerness, he ended up being a minus-one, someone who made things worse. That isn’t a good first impression on earth, let at alone on the ISS where you’re about to be stuck with those people for 3 months.

His philosophy is that aiming to be a plus-one will only turn you into a minus-one, so aim to be a zero and wait until you’re more certain before you start trying to add something.

Having seen people launch themselves into teams only to fail, this is one I entirely intend to live by.

The Need Not to be Needy

Emailing me with 24 hours of using your service getting me to invite friends, feels kinda needy.

I recently installed the iPhone version of a social app that was previously iPad only.

In less than a day I got the “welcome to the iPhone version, you want to invite your friends?” email.

It was needy. I’m not inviting them.

Calls to Action are a pain to write. Too passive and they won’t drive people, too pushy and they’ll drive people away. And invariably what works for some won’t work for others. Judging the assertiveness/aggression is tough; but easier is never, ever, sounding needy.

Asking me to invite people within 1 day of installing something feels that.

It might be a considered decision to strike while the iron is hot, but failed; for me, at least.

Minor HP Advertising Fail

Advertising a product that isn’t on the sale seems a little bit of a mistake for an HP.

I’m going to apologise upfront for this post, it’s a bit Mac Fanboy.

There’s advert for HP laptops at the moment. In the smallprint on the advert: “Colour not available in the UK”.

Advertising a product that isn’t available the country seems a tad short-sighted.

Don’t launch your website without solving these

Seeing the same mistakes made again and again makes Gareth sad.

subtitle: It’s 2011, we can fix it

Sometimes it feels like we’re still failing to solve the basic problems time after time. Can I present my first list of things we really shouldn’t be launching without solving.

Further suggestions welcome.

Advertising

  • Be respectful of users who will accept they get content free because of it, but don’t be silly (e.g. don’t show me adverts then tell me I’m geo-blocked from the actual content)

Audio/Video

  • Don’t auto play any video unless the page is a destination page for audio/video
  • Make decent videos: owning Final Cut is not enough to make you a producer
  • Don’t play background music, and if you do remember if I press mute between sessions

Authentication & Registration

  • Let me skip registration until I really need to
  • Allow people to login with google/yahoo/facebook accounts. Do not make me create a full account and connect it to facebook/google, make an account with that identifier and ask for the bare minimum extra.
  • Don’t ask for more permissions than you need from Facebook and don’t ever post to my wall without permission
  • If someone needs to authenticate, take them to where they were and not the home page
  • Never store plaintext passwords (unbelievable this still deserves a mention)

Content ‘Protection’

  • Don’t install Javascript to stop me right clicking – it’s on the web, I can copy it regardless and you’re stopping me opening the site in a new tab

Content sharing & Social-Media

  • Give people tools to share, but stop nagging them: if it’s funny people will share. If they like it they will favourite or subscribe.
  • Don’t call a blog a blog unless you’re engaging with comments. If you’re not going to do that don’t allow comments and call it News
  • Don’t have a twitter account you’re not going to reply to people sending comments to but don’t reply to everyone mentioning something tangentially related to your brand name
  • If you say something stupid: retract & apologise. Don’t start saying “your account was hacked”
  • Don’t #obsessively #hash #tag

Dates & Times

  • Include the day: I know I want to fly out on Sunday and back on Saturday so make that the date 4 months in the future.
  • The web is international, so avoid 11/11/11: it’s perhaps wordy, but “Friday 11/Nov/2011” is unambiguous to english speakers.
  • Make time-zones clear

Flash

  • Avoid unless you have to, not just because of iOS users
  • Degrade well without it

Freshness

  • If you can’t keep it up to date don’t put it up there: sure it’s frustrating that information isn’t visible, but even more so to be told “that’s out of date”

Geo & Mapping

  • Accept partial postcodes or addresses in searches. Users are not always searching from a known address.

Retail

  • I care about your opening hours: I care less about your ethics and principles
  • Your address needs to be plaintext so i can copy the postcode into google maps
  • Menus and price lists should just be HTML, and at a minimum a well converted PDF that I can copy from

Sectors

  • I don’t know what sector I am, I just want to see what laptops you have. Forcing me to choose a sector upfront makes me think I’m only going to see a subset of models. Offer me “extra services for large companies” but I just want to see your products.

Search

  • Have decent search. If I use google to find your content then you’ve failed. (use a google site search if you can’t/don’t want to)

Servers

  • If you’re launching a new site is going to get any form of interest, turn the CDN on prior to launching. Have a scaling plan that means you bring up a load of Amazon instances. The cost of turning these on upfront is less than the press coverage that “the new Widget site that launched today fell over”
  • If you’re using WordPress use one of the caching plug-ins

URLs

  • Root level domain not working: example.com/stuff should work, even it’s a redirect to www.example.com/stuff
  • Avoid ambiguous addresses: but if you have catch example.com/walkforlife and redirect to the correct example.com/walk4life
  • If you provide a mobile version of your site at m.example.com, redirect me to the actual page I wanted and not the frontpage again.
  • I shouldn’t ever see the underlying technology in URLs: clean ones look nicer and will give you better SEO, example.com/about/services and not example.com/viewgen/page.asp?pageid=123

On email etiquette

Lovely seeing you recently by the way, how are the kids? Great, that’s lovely, can you do me a favour?

Is it better to skip past the faux-pleasantries and to save everyone some time?

Hi,

How are you doing, long no time no speak, how are the kids? That new house you bought? Your family, they’re doing well? The cat? Oh…run over, that’s really sad.

How’s that project whose name I can’t remember with the things and stuff? And the weather?

BTW CAN YOU HELP ME BECAUSE I NEED SOMETHING?

I’m looking for new opportunities at the moment (Technical Product Management: check-out my Linked-In). I’m speaking to people in my network, including the sleeper-cells I’ve not spoken to in some time.

I’m trying to avoid emails like the ones above. People are busy: even before you open a message from someone you’ve not spoken to in years, the subtext is pretty obvious.

Sure I’ll genuinely say “Hope you are well” but anything else seems insincere.

Am I wrong to skip the dance, get to the point quickly and save everyone some time? Or am I being rude by not playing the game?