tag:blogger.com,1999:blog-3615332969083650973.post597056977883040013..comments2024-03-23T07:59:04.047-04:00Comments on sysadvent: Day 12 - Managing User ExpectationsJordan Sisselhttp://www.blogger.com/profile/13694925032675599790noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-3615332969083650973.post-73352594002316024002009-12-22T10:52:14.590-05:002009-12-22T10:52:14.590-05:00You people kill me. The reason the network/server...You people kill me. The reason the network/server needs us is because it runs perfectly until the users get to it. A LART is the proper tool and answer for 99.999% of all user problems (look, I have a five 9's reliability!).BSAFHnoreply@blogger.comtag:blogger.com,1999:blog-3615332969083650973.post-89076251799533303912009-12-16T09:31:50.537-05:002009-12-16T09:31:50.537-05:00The relationship with users is so important that w...The relationship with users is so important that we have a real public forum where operations people actually *do* talk to users:<br /><br />http://www.flickr.com/help/forum/<br /><br />Kudos for pointing it out this importance. Transparency during site issues or degradation is paramount for anyone who wants to grow their product.John Allspawhttps://www.blogger.com/profile/04293806915830316610noreply@blogger.comtag:blogger.com,1999:blog-3615332969083650973.post-90714895013037091132009-12-16T03:06:43.623-05:002009-12-16T03:06:43.623-05:00Avoiding Mr. NO has another advantage: Often your ...Avoiding Mr. NO has another advantage: Often your users' requests sound silly at first, but if you try to understand the underlying root cause of their problem (<i>why</i> they <i>really</i> have a problem?), then you often can come up with simple solutions, which really help your users.Matthias Marschallhttp://www.agileweboperations.comnoreply@blogger.comtag:blogger.com,1999:blog-3615332969083650973.post-13661628364395127032009-12-12T06:00:38.904-05:002009-12-12T06:00:38.904-05:00Calling your users idiots is going to get you into...Calling your users idiots is going to get you into trouble sooner rather than later ... (by the way, I understand that it was meant humorously).<br /><br />At the end of the day, the reason you have a job is because of them. I recommend you start calling them 'customers' instead of 'users'. For more good advice about dealing with your customers as a sysadmin, read the excellent 'The Practice of System and Network Administration, Second Edition' by Tom Limoncelli, Christina Hogan and Strata Chalup.natxetehttps://www.blogger.com/profile/02980020813805676256noreply@blogger.com