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Don't be a jerk

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How to let go of your ego and help your customer's succeed.

How to let go of your ego and help your customer's succeed.

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  • Transcript

    • 1. How to let go of your egoand help your customerssucceedSubtitle: Dont be a jerkRich Bowen - rbowen@geek.netCommunity Growth Hacker, SourceForge@rbowen
    • 2. Open Source = Middle School Make fun of the new kid Say mean things to the girls Show off your scars
    • 3. Its even codified:
    • 4. Smart Questions: Eric RaymondRTFM and STFW: How To Tell Youve Seriously ScrewedUpThere is an ancient and hallowed tradition: if you get areply that reads “RTFM”, the person who sent it thinksyou should have Read The F***ing Manual. He or she isalmost certainly right. Go read it.RTFM has a younger relative. If you get a reply that reads“STFW”, the person who sent it thinks you should haveSearched The F*ing Web. He or she is almost certainlyright. Go search it. (The milder version of this is whenyou are told “Google is your friend!”)
    • 5. Why do we do this?This is a hobby. Support is a jobPeople are mean and entitledThe answers are obvious
    • 6. Users vs CustomersWhat difference does it make?
    • 7. Users, right? They didnt pay for it We dont owe them anything
    • 8. CustomersWithout them, theres no reason foryour productYour product is not uniqueGood customer service is whatdistinguishes you
    • 9. Whats the difference between users and customers? The attitude of the people on the otherend of that transaction.
    • 10. The way you treat themdefines their role
    • 11. Disclaimer: PHP are the good guysGreat documentationUsually a courteouscustomer supportexperienceGood parties
    • 12. But ... The first graders learn by watching us
    • 13. I learned it from *you*
    • 14. So, what can we do ...
    • 15. 1. Write A Better FMKathy Sierra
    • 16. ドキュメント Your audience is not composed entirely of white, English- speaking males Idiomatic language is cute, but can also be very confusing
    • 17. A wonderful example, but requiresidiomatic English to understand
    • 18. VoiceDetermine who your audience isSpeak to them
    • 19. Who is your audience?Apprentice Avoid terms like "newbie" and "user", as they set the wrong voice.JourneymanMaster
    • 20. ApprenticeHow to get startedMay not know what questions to askPreserve their dignity (See also: Dontbe a jerk)
    • 21. Journeyman Viz: WikipediaMay do this every day, but its probablynot their primary skillWill likely know what to ask, and hasalready done some researchGenerally wants to solve a problem orcomplete a task
    • 22. MasterDoesnt want to waste your time ortheirsMay be a good candidate for projectparticipation
    • 23. Speak to themImagine an actual audience that yourewriting toThis helps set your voice correctlyGood docs will have different voices foreach audience
    • 24. Elevator     “If you cant explain it simply, you dont cszar, on Flickr understand it well enough” -Albert Einstein
    • 25. Again, half as long
    • 26. 2: Definedocumentscope
    • 27. ScopeWhat are we going to talk about?
    • 28. ScopeIf you dont define your scope, yourreaders will insist that you expand it.
    • 29. Benefitsofdefiningyourscope:
    • 30. Benefits of defining scopeYou know when you hit itYou know when youre doneYou know when you can safely say"thats documented over there"
    • 31. Document your scope"This documentation covers ..."Helpful when people insist you covermoreCan politely point to your policy
    • 32. This is not just being lazy Do your thing really well Let other people do their thing well This is what the <a> tag is for
    • 33. 3.Dontbe a jerk
    • 34. zazzle.com Co roco lla st ry: yo B u ad cu m st an om n er ser s
    • 35. Good Mannershttp://www.cyh.com/HealthTopics/HealthTopicDetailsKids.aspx?p=335&id=2526&np=287
    • 36. Being RudeMost of the time, you dont mean toThat guy was just an idiotIdiots are frustratingIve already answered that question17,000,000 times today
    • 37. Idiots
    • 38. Two things to rememberYou were a first-grader once, tooYou dont actually know the context oftheir question
    • 39. ftp://rbowen:glio124@s.ms.uky.edu/
    • 40. You have a story like that too. You donthave to share it withthe whole class, butwe all know you do.
    • 41. Be an advocate, not an ... Not everything is "good" vs "bad" There are many right answers http://www.perl.com/pub/2000/12/ advocacy.html
    • 42. 3.5 - Be a mentorIt takes timeMost people wont thank youThe benefits are immeasurable and willoutlast your "real" work
    • 43. 4. Listen to the customer
    • 44. Context Context can be the differencebetween a stupid question and a brilliant one. Dont assume that the customer is an imbecile.
    • 45. Stupid Questions
    • 46. Yes, some questions are stupidAttempt to understand thesituation the question camefrom, rather than critiquing thequestionTheyre probably not intentionallywasting your time
    • 47. Dont hesitate tosuggest a bettersolutionBut ... they mayhave a reasonfor theirproposedsolution
    • 48. Frequently Asked QuestionsTheyre called that for a reason
    • 49. Frequently Asked QuestionsDont say "RTFM"Rather, provide a link directly to theanswer in the FM, so that next time,they look there firstActually read that answer, and if itsinadequate, GO FIX IT
    • 50. Frequently Asked QuestionsAlso, dont say "STFW"Its insulting to assume that theyhavent done anything at all towards asolution.(Even if its occasionally true.)By listening, you can ascertain whattheyve already done
    • 51. Yes, people should dotheir research, but ... Being rude as your initial stance is hugely arrogant "How to ask smart questions" is an arrogant document that puts all the blame on the customer
    • 52. Do it once, really really wellIts better to answer the question once, really well, and then link to it, than to answer it repeatedly, getting more frustrated each time
    • 53. Also, its a business model
    • 54. Where do docs come from?These are questions we think usersmight want answered vs.These are questions customers areactually asking
    • 55. Young projectsYou dont know what folks will askYou write docs about what you expectto be useful
    • 56. Mature projectsListen to the customer, and answer thequestions that theyre askingFrequently asked questions mightactually be feature requests
    • 57. Listening Mailing lists Usenet (Yes, its still alive) IRC Third-party websites with their horrible horrible advice
    • 58. Third-party sites Sometimes evidence that youve failed with your docs Gently point out their errors Ask them if theyd like to contribute to the official docs Everybody wins
    • 59. Third-party sites Tend to go for fastest cheapest solution, not necessarily best practice
    • 60. Unfortunately ... You have to actually participate on those sites to make a difference
    • 61. Statistics What docs are people looking at? What Google search led them there? Does the doc seem to answer that question? Do you provide them a feedback method?
    • 62. 5. Learn somethingIf you go very long without learninganything, you probably are out of touchwith the audience of yourdocumentation
    • 63. By duane.schoon, Flickr
    • 64. FIN rbowen@geek.net rbowen@apache.org sf.net/blog drbacchus.com @rbowen @sourceforge joind.in/6504