The Year Without Pants E-Book

Scott Berkun

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 385

Veröffentlichungsjahr: 2013

Beschreibung

A behind-the-scenes look at the firm behind WordPress.com and the unique work culture that contributes to its phenomenal success 50 million websites, or twenty percent of the entire web, use WordPress software. The force behind WordPress.com is a convention-defying company called Automattic, Inc., whose 120 employees work from anywhere in the world they wish, barely use email, and launch improvements to their products dozens of times a day. With a fraction of the resources of Google, Amazon, or Facebook, they have a similar impact on the future of the Internet. How is this possible? What's different about how they work, and what can other companies learn from their methods? To find out, former Microsoft veteran Scott Berkun worked as a manager at WordPress.com, leading a team of young programmers developing new ideas. The Year Without Pants shares the secrets of WordPress.com's phenomenal success from the inside. Berkun's story reveals insights on creativity, productivity, and leadership from the kind of workplace that might be in everyone's future. * Offers a fast-paced and entertaining insider's account of how an amazing, powerful organization achieves impressive results * Includes vital lessons about work culture and managing creativity * Written by author and popular blogger Scott Berkun (scottberkun.com) The Year Without Pants shares what every organization can learn from the world-changing ideas for the future of work at the heart of Automattic's success.

Leseprobe

Table of Contents

Praise for The Year Without Pants

Title Page

Copyright

What You Need to Know

Chapter 1: The Hotel Electra

Chapter 2: The First Day

Notes

Chapter 3: Tickets for Caturday

Notes

Chapter 4: Culture Always Wins

Notes

Chapter 5: Your Meetings Will Be Typed

Notes

Chapter 6: The Bazaar at the Cathedral

Notes

Chapter 7: The Big Talk

Notes

Chapter 8: The Future of Work, Part 1

Results Trump Traditions

Creatives versus Supporters

Hire Self-Sufficient, Passionate People

Notes

Chapter 9: Working the Team

Chapter 10: How to Start a Fire

Notes

Chapter 11: Real Artists Ship

Notes

Chapter 12: Athens Lost and Found

Notes

Chapter 13: Double Down

Notes

Chapter 14: There Can Be Only One

Notes

Chapter 15: The Future of Work, Part 2

Life Without E-Mail

Notes

Chapter 16: Innovation and Friction

Notes

Chapter 17: The Intense Debate

Notes

Chapter 18: Follow the Sun

Chapter 19: The Rise of Jetpack

Notes

Chapter 20: Show Me the Money

Notes

Chapter 21: Portland and the Collective

Notes

Chapter 22: The Bureau of Socialization

Chapter 23: Exit Through Hawaii

Chapter 24: The Future of Work, Part 3

Notes

Epilogue: Where Are They Now?

Annotated Bibliography

Acknowledgments

About the Author

More from Wiley

Index

Photo Credits

Jacket design by Adrian Morgan

Cover art by Zachary Rathore/Getty (RF)

Copyright © 2013 by Scott Berkun. All rights reserved.

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Library of Congress Cataloging-in-Publication Data

Berkun, Scott.

The year without pants : WordPress.com and the future of

work / Scott Berkun.— First edition.

pages cm

Includes bibliographical references and index.

ISBN 978-1-118-66063-8 (hardback); ISBN 978-1-118-72890-1 (ePDF)

ISBN 978-1-118-72895-6 (ePub)

1. WordPress (Electronic resource) 2. Blogs— Computer programs. 3. Web sites— Authoring programs. 4. Web site development. 5. Work environment. I. Title.

TK5105.8885.W66

338.7′61006752— dc23

2013027687

What You Need to Know

Giving advice is easy; it's the listening that's hard. Authors are the worst at remembering this.

Many people wonder what would happen if a famous expert returned to the front lines. Would this person really practice what he or she had preached from the safety of books and lectures? Over the past decade, I've written four popular books, and I've wondered how much of this trap I'd fallen into myself. If I were a manager again, would I follow my own advice? I wanted to know. The question was when and where.

When Matt Mullenweg, the founder of WordPress, asked me to join his company, Automattic, and manage a team, it was a perfect opportunity. WordPress powers almost 20 percent of the websites in the world, including half of the top one hundred blogs on the planet. WordPress.com, where I'd work, was among the top fifteen most trafficked websites. Its success aside, its culture was unconventional. Employees were young and independent, and they worked from wherever in the world they wished. They rarely used e-mail, launched new work into the world every day, and had an open vacation policy. If a work culture qualified as being from the future, this was it. I told him I'd do it if I could write a book about my experience. He said yes, and here we are.

This book has two ambitions: first, to share what I learned as an old dog in a futuristic workplace and, second, to capture the behind-the-scenes story of a good team at a fascinating company. I'll share what I learned, what I loved, and what drove me crazy, with insights for the rest of the working world.

The book is roughly chronological and based on my journal. The fancy term for this approach is participatory journalism, which means the writer, in this case me, doesn't merely report from the safety of the sidelines but reports from being in the middle of things. The advantage is intimacy. I'm honest in ways most books are not. The disadvantage is perspective: my story takes center stage even if other people's efforts were more important, which they often were. To balance the story, some chapters take a much wider view than my own tale.

WordPress and Automattic have noble ambitions, and I wish them the best. The candor of what follows honors the work they do and their willingness to share so others can learn.

Chapter 1

The Hotel Electra

When Mike Adams wrote code, he put the back of his laptop on his legs and looked down at the screen. His fingers hung over the edge of his keyboard as if his wrists were broken. He looked like a happy astronaut writing in space, whimsically violating the rules of conventional physics. His brilliance reflected this independence as he regularly found his way through challenges with a grace matched by only a handful of engineers in the world. At twenty-nine years old, he was young enough not to have repetitive stress injuries to his body, but watching him work in comical contortions across various sofas and couches made it hard to believe this would last. Behind his thick glasses and fuzzy beard resided an iron will for solving problems. He often worked long hours immune to hunger or other physical discomforts until his understanding reached his level of satisfaction. His proficiency was all the more impressive because he'd never read a book on computer science. He was self-taught, brilliant, collaborative, and, at times, hysterically funny. And the best part is he worked on my team.

There were four of us hard at work in the lobby of the ominously named Hotel Electra in Athens, Greece. As is the case with many other famous Greek characters, Electra's tale is a delightful mix of revenge and matricide. According to Sophocles, she plotted with her brother to have her mother and stepfather killed to avenge the murder of her father. Just imagine how fun holiday dinner must have been at their house. Sophocles' tale is perhaps the inspiration for Shakespeare's Hamlet, but no one really knows. For me, whenever our work in Athens turned sour, I couldn't help but think of Electra and all the things that go wrong with families and teams. I kept this to myself, of course: leaders should never joke about mutiny. Our team had been getting along well, and I didn't want anything, mythological or practical, to get in our way.

We were called Team Social, one of many teams of programmers working on a website called WordPress.com. This singular website is where millions of popular blogs and other websites live, and it's the fifteenth most trafficked website on earth. My team's job was simple: invent things to make blogging and reading blogs easier. If you watched us work in that hotel lobby, you'd have discovered many unorthodox and courageous methods in how we worked. Actually, that's not true. There are many unorthodox methods, but in watching us work, you'd be unlikely to notice them. With a superficial glance, you'd assume we weren't working at all.

We sat in a small lounge across from the hotel bar, tucked around a blind corner of the large lobby. It's as if the architect had been offered a bonus by the bartenders to make the bar hard to find, and he succeeded. We commandeered a set of puffy red chairs and couches, shaping them into a semicircle of web development, a veritable fortress of geekdom. The yellow walls behind us had small prints of late Renaissance family portrait paintings in thick wood frames. They were obscured by the glare from gold light fixtures, each tilting haplessly away from each other, a glare that made our laptops harder to see. The shared glass coffee table between us was too low, meant for coffee cups and bags of souvenirs rather than use as a makeshift desk for a team of engineers. To provision for power, we unplugged one of the floor lamps in the corner, an act, we believe, has made the sole bartender, a portly middle-aged Russian man, refuse to serve us despite our enthusiasm for overpriced, hand-delivered, umbrella-laden cocktails.

While I'm a decade older than the rest of the team, we all look to be in our mid- to late twenties. To any observer, it would seem we are simply spoiled young travelers choosing to play with our laptops and gadgets in a horror show of hotel discomfort and decor confusion rather than enjoying the glorious tourism opportunities Athens provides. Had we stood in the lobby carving ice sculptures with chainsaws, the work itself would provide a spectacle for observers. Hotel visitors passing through would have stopped and stared, asking questions, intently curious about what we were doing and how it was done.

But all of our work was invisible, hidden inside the glowing screens of our laptops. What no one could possibly know is at the click of a button from any of our web browsers, we could launch features that would instantly have an impact on millions of people around the world. Yet for anyone sitting nearby, for all they knew we were playing solitaire. An amazing thing about our digital age is that the person next to you at Starbucks might just be hacking into a Swiss bank or launching multiwarhead nuclear missiles continents away. Or maybe he's just on Facebook. You can't tell the difference unless you're nosy enough to peek over his shoulder.

Hidden behind our ordinary appearance were unusual facts. Although we were coworkers, our sitting together was a rare occurrence. Most of the time we worked entirely online. This meeting in Athens is only the second time we have all worked in the same room. We all met once before at Seaside, Florida, where the annual company meeting was held a few weeks prior. To convene at the Electra, I'd flown in from Seattle. Mike Adams was from LA. Beau Lebens, who I'd bet moonlighted as a secret agent, was born in Australia but lived in San Francisco. Andy Peatling, a charmingly smart British programmer, split his time between Canada and Ireland.

The very idea of working remotely seems strange to most people until they consider how much time at traditional workplaces is spent working purely through computers. If 50 percent of your interaction with coworkers is online, perhaps through e-mail and web browsers, you're not far from what WordPress.com does. The difference is that work at WordPress.com is done primarily, often entirely, online. Some people work together for months without ever being on the same continent. Teams are allowed to travel to meet a few times a year to recharge the intangibles that technology can't capture, which explains our Athens trip. We specifically chose Greece because our boss suggested it, and we quickly said yes before he changed his mind. But the rest of the year we worked online from wherever in the world each of us happened to be.

Since location is irrelevant, Automattic, the company that runs WordPress.com, can hire the best talent in the world, wherever they are. This indifference to physical location is a fundamental assumption of how the company, founded in 2005, is organized and “managed.” I put managed in quotes because, as I explain later, we are not managed at all in any conventional business sense. Initially the company was entirely flat, with all employees reporting directly to the company founder, Matt Mullenweg. In 2010 he and Toni Schneider, the CEO, decided things were too chaotic, even for them, and considered a better way: they split the company, which by that time had fifty employees, into ten teams. Every team had one lead, the first hierarchy in company history. The lead role was loosely defined, and it was left to every team to figure it out for themselves. From Matt and Toni's perspective, running simultaneous experiments was a good thing. They could more quickly learn which things might work and which didn't. As an additional experiment, as if all this wasn't crazy enough, they picked one person from outside the company to be one of the leads. That person was me. This meet-up in Athens was historic for the company: it was the first time this new concept called a team had met together in what would be known as a team meet-up.

I'd only been at the company for ten weeks and didn't know my team well, but clearly they were talented. Mike Adams was the eighth employee at the company. He was on track for a PhD in quantum computing, a subject that I won't even try to explain, but his informal involvement with WordPress had grown into a passion. When Matt offered him a job, he left quantum computing behind and has thrived ever since. Beau Lebens, the most versatile programmer on the team, had worked at other companies, experience most coworkers at WordPress.com didn't have. His range of abilities beyond programming, from Krav Maga (the Israeli self-defense technique) to survival training, explains why he'd be near the top of my list for people to share a foxhole with. Despite his many talents, he seemed good-natured, humble, and cool-headed. Andy Peatling complemented the team perfectly: he excelled at the kinds of programming that Beau and Mike didn't, mainly the user-facing parts of software. He was fast at trying new things out, a skill all creative teams need. The three of them together formed a young, strong, confident team, regardless of who led them.

From Mullenweg's brilliant, or possibly mad, perspective, what made me interesting for the job was my experience leading teams, combined with my complete inexperience working anywhere like WordPress.com. Whereas the culture of WordPress.com, a company of sixty people at the time, was highly autonomous and rooted in open source culture, I'd spent my career at Microsoft and consulting with other large Fortune 500 organizations. The very idea of teams was a dramatic change for the company but not for me. There was genius here: match people together who must depend on each other to survive, only for different reasons. Mullenweg believed I could exemplify how teams should function, and the company could teach me a different way to think and work.

But we also agreed there were no guarantees: my hiring could be a disaster. What if the differences were too great? What if I failed to be productive remotely? Or the culture at WordPress.com rejected the entire idea of leads and teams? There were many big questions. But I confess the uncertainty was central to why I wanted the job. Whatever happened, there'd be a good story to tell, and that story starts with my first day.

Chapter 2

The First Day

I was hired as employee #58 at Automattic in August 2010, three months before my team would visit Athens. There are no formal interviews for positions at the company. No one asks trick questions like why manhole covers are round or how many Ping-Pong balls fit on a 747 airplane.1 Instead they hire by trial. This means you are asked to do a simple project. You get access to real tools and work on real things. If you do well, you're offered a job. If you don't, you're not. The many phony parts of hiring, from inflated résumés to trying to say what you think the other party wants to hear, disappear. Rather than fumbling in abstractions, you prove your ability through doing tasks you'd do in the job. It's simple and brilliant. Since all work can be done remotely, candidates don't have to fly anywhere. They can do their trial work from wherever they are. Some candidates can't find time to do the trial project; they are the ones who fade away in the running in favor of those who can.

My hiring was unique. There was no simple trial project for a leader, in part because leads didn't yet exist at the company. The company was entirely flat, with everyone reporting to Mullenweg. Instead of giving me a trial, Mullenweg had read my books and invited me to consult with Automattic twice over the years. One of my recommendations was to move from a flat organization to a team structure. This was an obvious solution to a major frustration among employees: how centered things were on Matt and how they wanted to take on bigger projects than they could alone. But the challenge was that the culture strongly resisted hierarchy. Employees were fiercely independent and resisted anything that smelled like corporate culture. For many of them, the company was the largest they'd ever worked at. The idea of teams and lead roles was loaded with uncertainty. And I had my own challenge: by joining the company, I'd be an instrument of my own advice. If the change to teams failed, I'd have two reasons to be blamed. I never imagined when I offered the advice that I'd play a role in making it happen.

In the weeks before my first day, I was told my first meeting would be at 10:00 a.m. on Monday, August 4, so I had plenty of time to mull over the challenges I might face. I was an old school guy, and this was a new school company. What if I was out of touch? My best leadership tricks depended on being in the same room with people. Not being able to look folks in the eye in tough situations feels wrong. Would you propose marriage to someone online? Or tell a child her mother was dead in a text message? I worried that what made me good at work wouldn't transfer to a completely online environment. And I also had the usual assortment of ridiculous imaginary concerns. For example, I considered the possibility that Automattic made a mistake with the paperwork and didn't really mean to hire me; they meant to hire Flott Flerkun. Or perhaps there was an evil secret, like that everyone only spoke French and had Tourette's syndrome, or that my coworkers were inmates at Sing Sing Prison doing life sentences for murdering writers. It's a big and sometimes cruel universe, and working with people you haven't met is a roll of the dice.

Worries aside, on August 4, I rose from bed with only a few minutes to spare. At 10:00 a.m., I was supposed to meet with Hanni Ross, one of the team managers at WordPress.com. I had plenty of time since my commute was barely fifteen seconds. If it wasn't for my rotweiller-labrador Griz blocking my way in the hall, teasing me with his enormous rope toy, I could have done it in ten seconds. Griz followed me to my desk in my office and laid down at my feet. I told him I had a new job, but he didn't believe it. It was all the same to him. This is one big problem with working remotely: no one believes you have a job at all. If they don't see you walk out the door, doubts linger.

I was told my first three days would be spent in training, but the surprise was that this wouldn't be training for the job I was hired for. Instead I'd be trained in customer support. All new employees work with the dedicated support team before starting their primary job. Working in support seemed to me an important but largely thankless job. Few people in the history of the world have called a support line simply to say, “Thanks for making a great product! You're awesome!” and then hung up the phone. Even for free products like WordPress, we are complaint-oriented creatures. Praise, however deserved, is harder to come by. I don't know of a single company that has a compliment reception department to match the one for complaints.

I worked in support once before when I was a student at Carnegie Mellon University. While the pursuit of support is admirable, I learned I was not well suited to the task. In my jaded estimation, people who contacted support were divided into two annoying piles. First are those with urgent and complex issues. If their problem wasn't urgent or complex, they'd find answers some other way. The second, and larger, pile are the lost and the lazy (L&L). Working in support demanded endless repetition because the lost and the lazy hit the same five basic issues again and again (coming in at #1 is, “How do I reset my password?”). I recall the moment I hit the existential crisis many in support hit of asking the universe, “Where are all the reasonable people?” and realized the answer was that many reasonable people don't contact support. They get answers from friends, coworkers, or by using the free documentation they find online. The saving grace was that I knew support at WordPress.com was e-mail only. I'd be free to make snarky faces at any ridiculous support requests I had to answer, and no one would know except Griz, who didn't care.

The staff at WordPress.com call support “Happiness.” Therefore it's not the support team, but the Happiness team. And people who work in support aren't called tech support staff; they're called Happiness Engineers (HE). I was dubious about this. I'm doubtful of attempts to change reality simply by changing something's name. I could call Griz a wonder-dog-supergenius (WDSG), but that won't stop him from spending most days chewing bones and chasing squirrels. Changing a name doesn't change reality. But I withheld judgment. The wise engage all new things with an open mind. I wouldn't learn anything new if I judged them before getting my hands dirty, despite how much more fun judging things with clean hands can be. After a few days in support, my opinion changed indeed.

My hands-on training consisted of six half-day sessions with different happiness engineers. My training schedule was posted on one of the internal blogs. After Wednesday, when training ended, I'd be let loose on the world:

Mon 2nd Aug: 10:00 a.m.–1:00 p.m.: Hanni Ross

Mon 2nd Aug: 2:00 p.m.–5:00 p.m.: Ryan Markel

Tues 3rd Aug: 10:00 a.m.–1:00 p.m.: Andrew Spittle

Tues 3rd Aug: 2:00 p.m.–5:00 p.m.: Sheri Bigelow

Wed 4th Aug: 10:00 a.m.–1:00 p.m.: Zé Fontainhas

Wed 4th Aug: 2:00 p.m.–5:00 p.m.: Hew Sutton

When I worked at Microsoft during its 1990s glory days, employees could listen in on phone calls from customers in trouble. Many companies do this. You know those recorded messages you hear that say, “This phone call may be monitored for quality control”? There's a real reason they say that: others are listening. For a short time, it was mandatory at Microsoft to listen in at least once. Microsoft even provided a database for managers like me that listed which products, and which issues with which products, caused the most support calls.

These efforts were useful, but they were impersonal. Listening to someone else or reading a report doesn't put a fist in your gut the way being the person responsible for fixing the problem does. Making everyone work in support forces everyone to take customers seriously, which we should since they pay our salaries. Despite my distaste for it, the idea of making all employees participate in support, regardless of their distaste, was fantastic.

A little before 10:00, Hanni requested a chat in Skype. Here we go, I thought. After a decade of self-employment, I was now working for someone else again. Skype lets you talk through voice or by typing in a chat window. Typing in a chat window was wildly more popular than voice at Automattic, which seemed odd at the time. Shouldn't this company be on the cutting edge of everything? Why type when you can talk? More on that later.

Hanni Ross: Hi, Scott

Berkun: Hey—good morning

Ross Welcome: is I suppose the word of the day!:)

Berkun: Indeed.

Berkun: I'm in your hands, as it were.

Ross: This is all a bit hilariously backward:)

Berkun: How so?

Ross: Well, in terms of you already being somewhat familiar with how things work, knowing a fair few people and so on.

Ross: Backward in a good way!

Berkun: Ah, yes. Well, assume I know less than you think:) Honestly, I really don't know how anything specific works. And I definitely know little about how support works.

Ross: Aha:)

Ross: I have to confess something

Berkun: I like confessions

Ross: I may or may not have joined matt for sake and also then karaoke last night.

Ross: This may or may not be linked to me typing with one eye closed

Berkun: Hair of the dog. Sake for breakfast!

Ross: I'm also all good now that I have crackers and water

Berkun: Sounds like prison.

Berkun: Which is oddly the same as hangover recovery food.

Ross: Hm, I'd never considered the possible ramifications of that connection before.

Here's something that rarely happens on a first day on a new job: two minutes into my first meeting, and I was already immersed in Automattic culture. While Automatticians, the company nickname for its employees, don't see each other often, they are intensely social when together. These informal company gatherings happen as often as family reunions and feel like them too, except everyone likes each other. And knows how to code. I knew that Hanni, who was studying for her law degree while working for WordPress.com full time, lived in Paris or London. She must have been visiting San Francisco for a few days. There are other Automatticians in San Francisco, including Beau Lebens, and odds are good they were there too.

The Matt she referred to as her partner in crimes of karaoke was Matt Mullenweg, the founder of WordPress and the founder of Automattic, the company that runs WordPress.com. He's one of those famous people who appear on various top lists: PC World's Top 50 People on the Web, Inc.com's 30 under 30, Business Week's 25 Most Influential People on the Web. I've known many in positions of power like his, and most spend their energy competing with the people higher than they are on those lists. It's quite dull really. There's a deep emptiness in the lives of our most powerful people. Their drive for power is an attempt to fill that void. They remind me of the businessman in The Little Prince by Antoine de Saint-Exupéry. In the book, the businessman has all the stars in the universe but no idea what they are good for: he just always wants more of them. Too many company founders are just collecting stars. Mullenweg is one of the few I've known who created something as powerful as WordPress yet remembers what the stars are for.

Hanni and I spent the morning setting me up on the various systems. It was all a fog, as to be expected. I just did what she said, and when the website in question did what she said it should do, we moved on. When it didn't, she took some time to get it sorted out. She also made sure I was set up on IRC, an ancient chat program I'd used in college that's still popular among programmers on open source projects. IRC was like the company's hallway. While Skype was more for one-on-one communication, IRC was where you went to talk to large groups, find help, or seek out people who wanted to socialize. And since there are people working from nearly every time zone in the world, there was always someone online to help with a problem or joke around with when you're working.

One of the accounts I needed to set up had a problem, so Hanni handed me off to Barry Abrahamson, the benevolent lord of all of WordPress.com's systems. If you imagine a secret underground bunker with endless rows of humming web servers and a lone genius conjuring spells to keep it all running, that's Barry. The only difference is there is no bunker. And no rows of servers, at least not in his presence. All the machinery used to power WordPress.com is housed in data centers around the United States, and Barry controls everything from his home in Texas. He's among the most important people in the company, since all the work everyone else does depends on the systems he manages so well. I'd met him once before at WordCamp San Francisco 2009. I had tagged along to a family reunion–type gathering and shared a ride with him back to the hotel. I plead the Fifth regarding what he said in this chat:

Barry: howdy

Scott Berkun: yay—the cavalry has arrived.

Barry: last time I saw you, you were falling over in an elevator

Barry: at the palomar

Scott Berkun: I deny everything

Barry: haha

Barry: ok, few housekeeping things

You can tell from my chats with Hanni and Barry that they were charming. And smart. And with only text, they conveyed personality and warmth. To work at a remote company demanded great communication skills, and everyone had them. It was one of the great initial delights. Every corporation has the same platitudes for the importance of clear communication yet utterly fails to practice it. There was little jargon at Automattic. No “deprioritized action items” or “catalyzing of cross functional objectives.” People wrote plainly, without pretense and with great charm.

And as my first day went on, it was clear there were no set scripts. No forms to fill out. No checklists of boring things to do. Everything was informal but worked. I noticed it was Barry, not an automated form or an intern, who walked me through the tedium of account setup. He wanted every new employee to know who he was. Some of this was a side effect of how small the company was. When there are only fifty employees, there is no management overhead. Everyone works directly on something. Regardless of the reason, it was refreshing to be cared for so directly by people in important positions.

One boring task I did discover was manually entering my coworkers into my Skype. There was no automatic way to add the dozens of employees as contacts. While waiting for Hanni or Barry to do something, I'd go to the list and manually add people. I asked if there was an automated way to do this, as you'd expect in a smart company like this one, but none existed.

As this went on, I was interrupted on Skype by Beau, the first of many entertaining Skype chats I'd have with him:

Beau Lebens: [Please add me to your contact]

Scott Berkun: [Scott Berkun has shared contact details with Beau Lebens]

Lebens: Beat you to it!

Berkun: you rat bastard

Lebens: i heard you were having too much fun adding people, so thought i'd turn the tables

Berkun: Nice to see your name:)

Berkun: So how hung over is Hanni?:) I'm assuming you're both at HQ?

Lebens: both here, yes; she's surprisingly chipper, considering

Lebens: although I thought she was going to vomit on me earlier

Berkun: that's a good sign—when you don't get vomited on before noon

My morning continued with many stops and starts, just like all first days. One advantage to working in Skype is freedom of attention. It's rare that the other person fully expects you to hang on every word he or she types. Everyone understands it's just a window on the screen and that you may be focusing on other things. As I waited, I read documentation about WordPress or skimmed internal blogs inside Automattic. After a break for lunch, I was scheduled to work with Ryan for more training. Ryan lived in St. Louis and was a few hours ahead of me in Seattle:

Ryan Markel: Nicely punctual, sir.

Markel: So how was your morning training shift?

Berkun: Slow—Not Hanni's fault—but spent most of the day so far just getting accounts and whatnot working. No idea if that's typical or not.

Markel: Yeah, it's pretty normal.

Berkun: Oh—just a heads up. I need to be offline 3:30 to 4pm my time. I work from home and have to take Griz and Max out (or they'll eat me).

Markel: I was going to tell you that I'm going to take at least 15 to eat with my family at that time, so perfect.

Markel: OK, so you've worked through your account stuff and everything (should) be set up.

Markel: Have you covered the WordPress.com admin UI stuff yet?

Berkun: Nope.

Markel: That's a good place to start, then.

Markel: The first thing you might want to do is to fire up a test blog on WordPress.com you can use for part of this purpose.

Ryan mentions, in an offhand way, something he calls “admin UI stuff.” Despite his nonchalance, what he was referring to was something quite amazing.

After getting the appropriate security access, a little toolbar appeared at the top of my browser window when I visited any blog that ran on WordPress.com's servers. This toolbar, available only because I was working in support, granted me godlike powers. I could change how any blog looked. I could add posts, edit them, or delete ones even if they'd already been published. The toolbar itself was small and filled with confusing menus and weird symbols. But as he taught me what each option did, alarms went off in my brain. Anything the user of any blog could do, I could do. I could also do things no user could, like add credits for upgrade purchases, shut down a blog by marking it as spam, and more. The more he showed me, the more fascinated I was. It was like the moment in a bad superhero movie where the evil genius finally reveals his magic device that controls all computers or banks around the world, fulfilling his plan for world domination. In a movie, you know nothing like that could exist, but here at WordPress.com it did, and I had access to it. I had assumed, without thinking about it consciously, that I'd get a childproof version to learn on with all the dangerous things turned off. Ryan assured me that wasn't the case.

This was a surprise. The fact that I was still alone at home, Griz at my side and not in an office surrounded by coworkers, amplified how strange it felt to suddenly have this much power. But as the training went on, I realized something similar exists at many corporations. We just rarely see behind the scenes. If you use Google, or Facebook, or have an online bank account, some of their employees have a similar tool to the one at WordPress.com. There's no other way for them to do their jobs. To fix our problems, they have to get in there somehow. It's logical, of course, but during my first day of training, I had irrational feelings of discomfort. Unlike asking me to fix their car, where they can see me go under the hood and watch every move I make, fixing someone's blog meant they didn't realize I was there.

Notes

1 These are famous Microsoft interview questions from the 1990s. With a good interviewer, open questions (there is no right answer) let candidates demonstrate their problem-solving abilities. With a bad interviewer, which most are, these questions are torture devices.

Chapter 3

Tickets for Caturday

Most of Tuesday and Wednesday, the balance of my training days, were focused on tickets. Tickets, tickets, and more tickets. These were not happy tickets like to a Yankees game or a round-trip flight to Paris. Instead these were tickets of pain. There were nearly 20 million blogs, or websites, running on WordPress.com. Each one was someone's representation of themselves on the web. From blogs about politics, to photography, to cooking, to business—every category, interest, and philosophy was represented. And each of them believed that what they published online was the most important thing in the world. Whenever any of these bloggers had a problem, they'd go to WordPress.com/support and report their story of woe. Each report received a unique number and was henceforth called a ticket by employees—as in, “This is a tough ticket,” or, “I've seen this ticket before,” or, “How long have you been working on that same ticket, Scott?”

The database entry for every ticket would automatically record information about the user that the lucky happiness engineer might need to solve the problem—things like the customer user name, the name of the person's blog, and technical details for which server the blog lives on. But the greatest wild card of all in all the data, and the most precious piece of information for any happiness engineer hoping to solve any ticket, is the customer's own perception of what is wrong. And the gap between what people think is wrong and what is actually wrong can be quite far indeed.

In some cases, customers simply write: “My blog is broken,” which is sad, of course, but also infinitely vague. No one wants a broken blog, but this message is useless in helping solve the problem. It's like calling 911 and saying, “Save me,” again and again and again as if the problem is in the person on the other line not realizing you need to be saved. That's never the problem, as the person on the other end saves people all day long. That's the entire job: waiting for people who need to be saved to call.

There is a lazy imagination that takes over when we're in a crisis. We behave as if the universe has shifted and shrunk down, placing our problem in the center of everyone's lives. And if that weren't enough, we assume omnipotence in the people we believe can help us—that somehow they know everything about us and what we were trying to do, as well as how to instantly fix it. Altogether it's tickets like these that are extra sad because their lack of detail guarantees there will be no immediate relief. Their panic ensures that the first response to the ticket will be a salvo of questions asking for more information. Instead of a life preserver, it's an interrogation. It's disappointing for everyone involved.

Months before I started at Automattic, some of the happiness engineers studied the kinds of requests that came in and realized that if they changed the user interface, they might get better information straightaway from customers. They decided to force customers to answer three good questions:

What did you do?

What did you see?

What did you expect?

These are clever queries. They're often the first questions anyone doing support or first aid might ask someone in trouble. However, it didn't do enough for one user, who left me a ticket with these answers:

I did: Errors

I saw: Errors

I expected: Solutions.

I gave him a point for accuracy. Yes, he should expect solutions. But this sort of smarty-pants answering only slowed the process of giving this person happiness.

Another ticket I'd see later in my tour answered only, “Help!” to all three questions. Most tickets were more verbose, but they all revealed an outside-in view of how WordPress works. Much like a doctor has to translate a layperson's description of what's wrong into medical knowledge of how the body works, even good descriptions of problems required making a mental model of what the user was trying to describe and then mapping that model onto how I knew WordPress actually worked. Half the battle is the ability to translate, not just knowledge of how to fix things. Knowing how to fix things doesn't help if you can't figure out what's wrong.