Friday, May 20, 2011

Give me time to understand the problem

I am not sure what kind of technologist, or software developer, you are, but for me, I need some time to dive in usually when a problem arises and I need to explain why. Especially when a client is asking "what's going on?".

I don't know everything off the top of my head, especially production edge case problems that I never understood before. Or the crazy things your user's have done that I would never do. I've forgotten much more then I remember at this point in my life. I can't retain details in my brain. Software and technology is hard, really hard. It's harder than writing books. Websites are complex and the code that runs it full of bugs.

Sure, I can draw from past experiences and make something up, which is a guess, without looking at a single line of code, or a single log statement. But I'll also tell you that I am likely 80% wrong in my assumptions and so are you.

Ask a question, let's limit the back and forth to a few minutes. Give me some time to look at the issue, like 2 hours, then we can dive in and talk about a corrective path.

Oh yeah, open me a ticket as well so I can track time and information about the issue.

No comments:

Share on Twitter