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Posts tagged “culture”

Human systems and the stuff they make

There’s so much goodness in Mandy Brown’s latest management post Made It, but it’s this paragraph that gets to the heart of it:

This is one of the ways that the adage about “maker time” versus “manager time” does harm. Setting aside the fact that it’s not even coherent—managers make decisions and plans and systems and visions all day long!—it also serves this notion that the stuff is what matters and the humans are just an unruly mess that gets in the way of the stuff. This is a self-defeating story, inasmuch as you don’t get good stuff without a system that takes care of the humans.

I have been thinking about human systems a great deal over the past few weeks. It started when I read Donella Meadows’s Dancing With Systems. When I applied that lens to my own work it was impossible not to see it in absolutely everything we do. Take this quote, for instance:

Don’t maximize parts of systems or subsystems while ignoring the whole. As Kenneth Boulding once said, Don’t go to great trouble to optimize something that never should be done at all. Aim to enhance total systems properties, such as creativity, stability, diversity, resilience, and sustainability–whether they are easily measured or not.

There are so many implications of this principle for the way we make software today. Here are a couple I’ve been thinking about in particular.

Quality

When we have quality issues in our product it’s tempting to try to solve those issues with process and overhead. Common ways to do that include instituting additional approval gates before code can be deployed to production environments, or adding “QA periods” where the entire organization is asked to test a feature before it goes live.

These solutions optimize for parts of the system—such as deployments or manual testing—while ignoring the system that is responsible for introducing quality issues into the product in the first place. To quote Deming:

Inspection does not improve the quality, nor guarantee quality. Inspection is too late. The quality, good or bad, is already in the product. As Harold F. Dodge said, “You can not inspect quality into a product.”

We have to look at the system as a whole. What kind of automated test coverage do we have? What bottlenecks exist in our CI/CD pipelines? What level of responsibility do we ask of engineers to be stewards of their own code? Do teams have enough time to make sure that quality is built in from the start and not an afterthought? These are the total systems properties questions that have to be addressed in order to fix quality issues.

Team stability

One of the bigger leadership mistakes we make is to think that the humans that make up a social system are interchangeable and can be moved around at will without impacting the system as a whole. You see this especially in engineering teams where “resources” are constantly moved from one project to another—usually to speed something up that is perceived to be behind schedule. But we forget that it is the human system that produces the stuff, not the individuals.

Similar to the discussion about quality, if we perceive a project to be off track we need to understand how the project came to be off track, and then find ways to improve the system to correct that. Did we place unrealistic deadlines on the team without getting their input? Are we asking teams to build features that have not been validated with customers? Do teams have adequate autonomy and ownership over the way they prioritize their work? Do teams have the business context they need to make the best possible decisions?

If we instead go for the shortcut of moving people around, we will never get to the heart of the matter. Inserting additional humans into a system can inadvertently break it—and worse, moving folks from one project to another leaves a gap that is very likely to destabilize the project that they were working on before. Suddenly Customer Success doesn’t have an Engineer to talk to about documentation, or the Marketing Team doesn’t have anyone to fix an issue with a piece of demo software.

Once again, Donella Meadows says this well:

Before you disturb the system in any way, watch how it behaves. If it’s a piece of music or a whitewater rapid or a fluctuation in a commodity price, study its beat. If it’s a social system, watch it work. Learn its history. Ask people who’ve been around a long time to tell you what has happened.

Stable teams that work together for an extended period of time all have a steady beat, and we shouldn’t make changes to the system until we know exactly how that beat works. Here’s Donella again: “Before you charge in to make things better, pay attention to the value of what’s already there.”

And that’s how all this connects to Mandy’s piece that I linked to at the beginning. If we want the stuff to be good, we have to pay attention to the beat of the system of humans that make up an organization. We have to understand how they work, and we have to ask them how they want to work. We have to listen to the people who are beating the drums.

It may sound a little counter-intuitive, but if we optimize for the humans who make up a system, the good stuff will follow.

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Link roundup for February 1, 2023

Inside the Globus INK: a mechanical navigation computer for Soviet spaceflight. Dang this thing is beautiful. And what an amazing piece of engineering.

Youth Spies and Curious Elders. Life goals: “Waters is what I call a Curious Elder — someone who manages to retain their curiosity as they age and stays interested in what young people are up to. The curious elder isn’t interested in judging youth, they’re interested in learning from them.”

The Thoughts of a Spiderweb. This is a fascinating article about animal cognition but I am especially blown away by the idea of spiderwebs being “an extension of the spider’s cognitive system” because I’m reading the sci-fi novel Children of Time right now and that is how the spiders communicate in the story.

Audi’s new EV is a luxury SUV with augmented reality that doubles as a pickup. I can’t decide if I love this or hate it.

Prisoners Usually Can’t Have Cell Phones. See How People Use Them Anyway. “Some men use their phones to take online classes, posing as regular students in the free-world, a ruse that only works in the age of Zoom classrooms and online meetings.”

It’s the Coolest Rock Show in Ann Arbor. And Almost Everyone There Is Over 65. “The show always starts at 6:30 p.m. and ends at 9 p.m., in time to get to bed at a reasonable hour.” Sign me up! (NYT Gift Link)

How ‘The Last of Us’ changed gaming, strained relationships and spawned an empire. Probably my favorite read of the week. “‘The Last of Us’ always felt like a mission statement, a game that wanted to prove that big-budget action shooters could not only have a sense of gravitas but could advance the medium in narrative, gameplay and representation.”

Link roundup for January 29, 2023

Internal communications for executives

Some great tips here from Will Larson on how to improve internal communications as a leader. I especially like “Maintain the drip”:

These updates establish a persistent drip of information from you to the wider organization. Some weeks you might have a light update, but rather than folks thinking that you’re not doing much, they’ll be reassured that they are up-to-date on what’s important. Dense updates are good, but it’s the brief updates that reassure the team that you would have updated them if there was something they needed to know.

Read on for the others: test before broadcasting, build the packet, and use every channel.

Stray Links for January 26, 2023

The one thing missing from UX today? Hope

This is a wonderful essay by Vivianne Castillo that encourages designers to hold fast to the belief that things could be better for users—and for themselves. From The one thing missing from UX today? Hope:

Today, it’s clear that many designers are feeling overwhelmed, disillusioned, and even unsafe within their organizations—and design leaders are recognizing that conversations around burnout and stress aren’t quite cutting it. I’ve found a deep sense of comfort in the words of American activist, grassroots organizer, and abolitionist Mariame Kaba: “Hope doesn’t preclude feeling sadness or frustration or anger or any other emotion that makes total sense. Hope isn’t an emotion…Hope is not optimism. Hope is a discipline… we have to practice it every single day.” 

Kaba’s quote is a reminder that the answer to feeling hopeless isn’t toxic positivity or forced optimism. The answer is to make our engagement with hope a discipline because of what’s at stake if we don’t: namely that designers will begin to believe that a better future is not possible within our lifetime.

She goes on to provide examples of how to uphold a comittment to hope in creative, human-centered ways, specifically as it relates to values of belonging, integrity, and power.

Stray Links for January 22, 2023

Every few days I post some links to things I enjoyed that don’t neatly fit into the topics I usually cover on this blog. Use it to fill your reading queue with interesting stuff.

  • The Most Ridiculous and Weird Tech Gadgets From the Last 25 Years. “The Hushme was a ‘voice mask’ intended to let you make phone calls without bothering anyone.”
  • Between-time by Mandy Brown. “We live in a world full of distractions but short on breaks. The time between activities is consumed by other activities—the scrolling, swiping, tapping of managing a never-ending stream of notifications, of things coming at us that need doing. All that stuff means moments of absolutely nothing—of a gap, of an interval, of a beautiful absence—are themselves absent, missing, abolished.”
  • Movie Trailers Keep Tweaking Well-Known Songs. The Tactic Is Working. (NYT gift article link) “As a composer, Rosen is at the forefront of the trailerization movement: He’s in demand for his ability to rework existing songs to maximize their impact in trailers for films and TV shows.”
  • All Human Systems are Enormous Trash Fires. “Once you recognize that all human systems are enormous trash fires, you stop trying to figure out how to switch to a system that isn’t an enormous trash fire, since they don’t exist. […] Eventually you even start to appreciate the beauty of it. How impressive it is that we manage to get anything done at all, given how completely trash everything is, and how on fire it is all the time.”
  • This is a beautifully-written piece about standup comedy but also about so much more. I don’t want to spoil it, except to say it starts like this: “Perhaps due to lockdown and the interruptions to normal service, but more likely due to autumnal intimations and a long dormant weakness for sentimentality, I now cherish the belief that the only flavour for which a grown-up should cultivate a taste is the bittersweet.”
  • KC Green reflects on creating the “This is Fine” meme. “When a work gets as big as this has, is it still yours?”
  • Eightify: AI Youtube Summary with GPT. A Chrome plugin that promises: “Instant AI summaries for Youtube videos using GPT. Summarize video into 8 key ideas.”
  • Can Doom Run It? An Adding Machine in Doom. “I demonstrate that it is possible to run any bounded computation in Doom, minus constraints on level size.”

You can't just cancel 76,500 hours of meetings

Hot on the heels of yesterday’s post Meetings for an effective engineering organization, I bring you more meeting content! In You can’t just cancel 76,500 hours of meetings Becky Kane makes some good points about the context of meetings within an async culture:

Reducing meetings is just one piece of creating an async-first culture.

She gives some examples of other pieces that are harder but even more important in having a lasting impact on engagement and productivity:

  • Decentralizing decision-making so people don’t have to wait for permission and deliberation before acting
  • Delineating clear areas of responsibility so people feel individual ownership to move work forward

You can read the post for the other examples, they’re all very good! As with most of these kinds of topics it’s really valuable to think about them not in isolation, but as a system. It’s not about whether meetings are good or bad, it’s about how meetings fit into the culture and system of planning and delivery that the organization operates in.

Becky’s illustration of what “async” really means is a perfect example of this:

Meetings for an effective engineering organization

It seems like the topic of meetings is on everyone’s minds again as we start the year. Will Larson has some good perspective from the engineering org viewpoint:

Some engineers develop a strong point of view that meetings are a waste of their time. There’s good reason for that perspective, as many meetings are quite bad, but it’s also a bit myopic: meetings can also be an exceptionally valuable part of a well-run organization. If you’re getting feedback that any given meeting isn’t helpful, then iterate on it, and consider pausing it for the time being. It may not be useful for your organization yet, but don’t give up on the idea of meetings. Good meetings are the heartbeat for your organization.

He goes on to recommend six core meetings for every organization to start with. The “weekly team meeting” is one I’ve become a fan of as well. Getting the entire team on a call every week has the potential for being a giant time-waster, so getting the purpose right and facilitating it tightly is essential here. For us, the purpose is:

  • See each other’s faces at least once a week. I wasn’t sure if the team would feel like this goal is a waste of time, but it absolutely is not. Since we’re all remote, “let’s just chat for a bit” is such a great way to start the week.
  • Discuss blockers/issues. This is not a status meeting where everyone goes around the room and tells us where they’re at. We have an agenda in Google Docs that anyone can add to. The goal is to bring up any issues that the team is struggling with so that we can all figure out the best way to help.
  • Company updates. This is also the opportunity for the leadership team to make sure the entire team has all the information and context they need to do their work effectively.

There’s one more thing about this that I highly recommend: every meeting is facilitated by a different team member. We have a schedule that we cycle through with a clear guide on what it means to facilitate—and of course, an option to opt out. This keeps the meetings interesting and everyone invested.


Previously, on meetings:

The Death of Hybrid Work Is Greatly Exaggerated

I agree with Bruce Daisley in The Death of Hybrid Work Is Greatly Exaggerated:

The focus for organisations in 2023 shouldn’t be on mandating a return to the office, but on working out how to build strong cultures in a new, sustainable way. Some of that is about optimising the time that teams spend together, curating rather leaving it to chance. If we’re to get the best out of work culture then we all need to accept that this is the moment to reinvent the construction of it.

It’s a common criticism of remote work that it’s more difficult to collaborate remotely. But I think this is the conventional wisdom only because we try to recreate the office experience for remote work. Since offices rely on synchronous interactions, we use the same lens to try to make remote work effective, and that’s just not going to work.

If we optimize for asynchronous communication instead—which is what remote work is so good at—collaboration can be extremely effective. Perhaps even more effective than office collaboration, because everyone can provide thoughtful responses on whatever topic they are discussing on their own time. As Brian de Haaff points out in Remote Workers Are Outperforming Office Workers—Here’s Why:

Without being able to lean on physical proximity, remote workers must reach out to one another frequently and with purpose. This leads to stronger collaboration and camaraderie.

As counterintuitive as it sounds, this has been my experience as well. As long as we shift the way we think about collaboration away from the office mentality, and use the right tools, I don’t think remote collaboration is less effective than in-person work at all.