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.
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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.
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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.
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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.
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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
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Replying to @mendel @mattstratton
It would be hard for any one tool to support such a variety of cognitive work.
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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*.
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When my experience is that the tools that work the best for LFI are the ones that do a good job of either getting out of the way or impartially mediating the communication. And I think a general purpose tool has a better chance of this.
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The design of tools that support cognitive work requires a real commitment to the primacy of the work and the supporting function of the tool, and this is antithetical to the way design is often practiced ime.
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So it's not that tools are a distraction per se, it's more that we live in a society etc. Hope that's more clear.
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Appreciate all your thoughts on it, and I realized just now that it’s not obvious that I’m at PagerDuty woops!
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