Too Many Cooks in the Kitchen
By mbriggs on Apr 05, 2007
Have you ever been frustrated in a request for support or for help? Have you ever met with "I'm too busy to respond to you right now"? Have you ever gotten the feeling that your time is considered less important than the person you are asking for assistance?
In an environment where the content is coming from volunteer authors, any of these responses is unfathomable.
We've made some mistakes with OneStop over the years. One of the mistakes was having too many cooks in the infrastructure team kitchen. At one point we had six people on the team, two full time. Any change to the environment, no matter how trivial got logged into a DB, clarified agreed to if necessary, then implemented in a batch. Response time for author requests such as new pages, author changes, etc. generally took 24 hours, and often as many as 48,
Our infrastructure team is now two people, part time. We're both in front of our machines most of the day so we see the requests immediately. We consider it poor form if we can't service requests within a couple hours, at least during the time one of us is online (5:30 AM - 9:00 PM PDT). [We really like the Sun work from home program!]
Not sure about you, but I sometimes have a short attention span. If I can get an immediate response from a support person on an issue I'm having that moment, that allows me to continue with my project - and not get distracted. Hence - productive!
We think the authors appreciate this level of responsiveness.