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mendel's profile
rich lafferty, contributing factor
rich lafferty, contributing factor
rich lafferty, contributing factor
@mendel

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rich lafferty, contributing factor

@mendel

SRE@PagerDuty. Geek, Buddhist, husband, introvert, devop, social justice worrier, musician, vegetarian, urbanist. He/him. May all beings be free from suffering.

Toronto, Ontario
lafferty.ca
Joined March 2007

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    1. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @mendel

      The tools are a distraction.

      2 replies 0 retweets 0 likes
    2. Matt Stratton‏ @mattstratton 18 Dec 2019
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      Replying to @ReinH @mendel

      Okay fair but you remember some of us work for a tool company so maybe it’s okay to think about them sometimes

      1 reply 0 retweets 1 like
    3. Matt Stratton‏ @mattstratton 18 Dec 2019
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      Replying to @mattstratton @ReinH @mendel

      Like are you saying folks like Rich and myself shouldn’t be trying to help make the product we work for be better for folks trying to do this better?

      1 reply 0 retweets 1 like
    4. Matt Stratton‏ @mattstratton 18 Dec 2019
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      Replying to @mattstratton @ReinH @mendel

      There are lots of ways to help folks get better. Thinking about how tooling can help support them isn’t a bad thing. There are many ways to influence.

      1 reply 0 retweets 0 likes
    5. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @mattstratton @mendel

      I don't mean that the tooling doesn't matter, I mean that focusing on the tooling itself is often a distraction from a focus on the people doing the work and how the tooling plays a part in the larger joint cognitive activity.

      1 reply 0 retweets 0 likes
    6. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @ReinH @mattstratton @mendel

      I've seen people use tooling that claims to be learning-focused to sign off on a form and I've seen people do great work in a Google doc.

      1 reply 0 retweets 0 likes
    7. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @ReinH @mattstratton @mendel

      I don't mean to be dismissive of the work that you are both doing and I'm sorry for that. Sometimes tooling plays a larger role in this cognitive work. It would be difficult to conduct an effective incident response without a tool like PagerDuty.

      1 reply 0 retweets 2 likes
    8. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @ReinH @mattstratton @mendel

      But for incident analysis specifically, I think the tooling is a distraction because it I have seen teams make the tool central or primary in the way the work is done when the people are primary and the tool should be supporting.

      1 reply 0 retweets 0 likes
    9. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @ReinH @mattstratton @mendel

      Many teams open the tool, do the work that the tool tells them to do, and the work is done when the tool tells them it's done. Tools like blameless dot com are very not immune this, for example, despite being nominally learning-focused.

      1 reply 0 retweets 0 likes
    10. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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      Replying to @ReinH @mattstratton @mendel

      It's possible that a tool that effectively supports LFI could be transformative, but I am probably not smart enough to figure out what that tool would be. I think designing it would be a very difficult challenge and actually Google docs and sheets work pretty dang well.

      1 reply 0 retweets 0 likes
      rich lafferty, contributing factor‏ @mendel 18 Dec 2019
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      Replying to @ReinH @mattstratton

      yeah, i think we got turned around — not saying a tool is going to _drive_ transformation alone, but that it is hard to build tooling that supports the full “maturity model” of incident review

      7:46 PM - 18 Dec 2019
      1 reply 0 retweets 0 likes
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        2. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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          Replying to @mendel @mattstratton

          It would be hard for any one tool to support such a variety of cognitive work.

          1 reply 0 retweets 0 likes
        3. Senior Oops Engineer‏ @ReinH 18 Dec 2019
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          Replying to @ReinH @mendel @mattstratton

          And it's not that people intend for tools to work that way, but they do want their tools to be used... and the more it is used the better. Very few product people think about how to get people to use their product *less*.

          1 reply 0 retweets 1 like
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