The Product Culture Shift 5 minutes read.
"Your engineers should spend time supporting their products. If they are not regularly answering questions, they are missing a chance to appreciate the pain that customers are facing when trying to use the systems. Be careful about making this optional, or leaving it to only junior engineers. Your senior folks will not build the kind of humane products that you need if they are incapable of interacting with the users in a polite and helpful way, no matter how brilliant they might seem." -- So many great gems in this post by Camille Fournier that you can apply to your infrastructure (products) team.
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