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BoS digest: on product management

When Simon and I started Red Gate, the two of us decided which product to build over beers and phone calls between Guildford and the Hague. We were doing product management. By guesswork, gut instinct and scribbling on envelopes and whiteboards, but it seemed to work.

Well, yes and no.

Our first product – an online bug tracking system – never followed the hockey stick curve of our business plan. But it didn't matter. You don't need stratospheric growth and a billion dollar addressable market to bootstrap a software company. A $50,000 market opportunity is enough to get you off the ground – once you get started you'll figure out the rest.

As we grew, so did the costs of failure and the spoils of success. At some point, these became large enough to make proper product management essential. We didn't realise we'd reached that stage until we were long past it. We'd experimented with engineers working on product roadmaps in between project work; we'd navel gazed and debated what 'product management' really was; we'd argued about how it would fit in with our way of doing things. As often happens, it took somebody from the outside to tell us what we all already knew but had failed to articulate. At the end of two days at Red Gate, Tim Lister, the author of Peopleware, told us that:

"Currently the role of product manager is not working. It seems like all the most likely candidates are so busy being developers, testers, and project managers, that nobody has the time to ponder and research the future of the products."

There were 85 of us before we finally hired our first full time product manager. We should have done it two years earlier.

I'm hoping that you'll do something that we failed to do: listen to the advice of others and learn from other people's mistakes rather than insist on making the same ones yourself. Here are three good ways to start.

Firstly, watch the video of Steve Johnson at Business of Software 2008. Steve is an instructor at Pragmatic Marketing and has personally trained thousands of product managers.

Secondly, join the online chat about product management that Steve is moderating. It's on December 12th at 5pm GMT (that's noon EST or 9am PST). You can sign up at the BoS social network.

Thirdly, subscribe to the Cranky PM blog.

Got links to other excellent product management resources? Post them here.

Based in the UK and want to discuss building profitable, sustainable long term software businesses? Come to the second London Business of Software meet up on January 13th. Register here. Or come to the Software East meeting in Cambridge, UK on January 22nd. 

On the forum, there are questions about product management, Micro ISVs and marketing mistakes. Reply to them, or post your own questions on the forum.

On my blog, I give seven tips for surviving the downturn. I'd like to hear your opinion too, so if you've got a comment then please post it.

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Seven tips for surviving the downturn

There's an old joke about a couple lost deep in rural Suffolk. They come across a local, wind down their car window and ask for directions to Cambridge. He thinks, chews on his stalk of wheat, sucks through his teeth and says "Well, if I were going to Cambridge then I wouldn't start from here".

There's been much written on how to survive the recession. Sequoia capital recently told their companies to become cash-flow positive, develop a must-have product and not to rely on raising further capital in the short term. Tim O'Reilly told people to stop throwing sheep.

Excellent advice, but in this blog post I'm going to play the part of the country bumpkin. If you're going to survive this recession, then I say don't start from having no business model, no useful product and no revenue. If you're in that position then, frankly, you're screwed. Sorry.

Instead, this blog post is aimed at software businesses that are fundamentally sound. Businesses with products that people want to buy. Businesses that are sustainable in the long term, but who must first survive the short term.

Here are my seven tips on how to survive the recession:

1) Don't panic. Keep your head when all about you are losing theirs. You've got time – not a lot though – to think things through. So use it.

2) Don't ignore the problem. In Jim Collins's words, you must confront the brutal facts. Think that the recession is not going to effect you because you're too small, or because you're too big? Or because your products are tactical not strategic, or because they're strategic not tactical? Or because you're selling products not services, or services not products? Odds are you're kidding yourself.

3) Communicate with your people. Make it clear you understand the situation. They need to know that you're not whistling blithely as you sail into the storm. They need to know that you have a plan.

4) The bargains can wait. Some people are saying that this is a time to buy companies or technologies at bargain prices. This recession is going to be long, it's going to be deep and it's going to be nasty. There will be better bargains in six months' time. So wait.

5) Watch your customers. How have their priorities changed? Have the buttons you need to push to get them to buy changed? Do you need to change your marketing tactics or the way that you sell?

6) Focus on sales. The statement "My product is so good it sells itself" is even less true now than it was six months ago. Watch this video of Paul Kenny at Business of Software 2008.

7) Letting people go is a last resort. You have an implicit contract with your staff. You give them more than just a salary and a job, and they give you more than just their presence from nine to five. Never say never, but think hard before you break that contract.

What are your tips for surviving as times go bad? Post here …

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Words, money, blood or pain: how do your customers tell you they love you?

I love it when our customers write in, or come up to us at shows, and tell us how much they love our products. When people e-mail, unprompted, comments like:

My job used to consist almost entirely of comparing SQL databases, by hand. Now that I've started using SQL Compare I've bought a pair of glasses, painted on eyes, and now spend much of my day snoozing

Of course, the best testimonials aren't words. They're green, six by two and half inches, and have George Washington on the front. It's easy for people to say good things about your software. It's only when they pay that it counts.

Or that's what I used to think. Yesterday evening, somebody e-mailed me this video of Rodney Landrum getting a Red Gate tattoo:

Wow.

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What would Bill Gates do?

It's odd how asking yourself the simple question "What would Bill Gates do?" can bring a clarity-inducing shift of perspective to seemingly intractable problems. I don't why it works, but it does. Depending on the problem you're facing, you can replace Bill Gates with Steve Jobs, or Warren Buffett, or the Pope.

Here are some fictional examples:

Q. What should you do with that troublesome employee who never seems to quite make the grade, no matter how hard you coach him? Should you stick at it, or fire him?
A. What would Bill Gates do?

Q. You're worried about the design of that product. Should you interfere and risk irritating your development team, or let it ship?
A. What would Steve Jobs do?

Q. Should you give up the security of your day job to focus on your mISV, or stay wrapped in the comfort blanket of full-time employment?
A. What would Bill Gates do?

You get the picture.

Got any other problem solving tricks? Post them here …

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Selling 101 | Paul Kenny, Ocean Learning | BoS USA 2008

Whenever I talk to other ISVs there are two recurring themes: pricing and sales. Pricing is hard, as much guesswork and art as science. And most ISVs – those set up by developers, anyway – don’t understand sales.

But help is at hand.

Firstly, check out the video of Paul Kenny at Business of Software 2008. If you think that your software sells itself, or find sales distasteful and sordid, then prepare to be challenged.

Paul starts off his talk by asking the audience to agree or disagree with statements such as:

“I really love being sold to”
“Generally speaking, sales people disappoint me”

You can guess how that went. In response, he says:

“What you’ve experienced in your life are banal, mediocre, inappropriate sales techniques. Over the next hour, I’m going to make it my mission to put you in touch with your inner sales person. I’m going to help you love your sales people a little bit more.”

And, dammit, I think he pulls it off.

There’s no better time to watch this video: as the economy sours, persuading people to open their wallets will get harder. So selling will become more important. Here’s the video:

 

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Product Management | Eric Sink | BoS USA 2008

At 7:30, six of us were faced with a problem: where to eat? By 7:45 we still had no answer. It was a well-defined, tractable problem with clear goals (eat) and fixed parameters (somewhere close). We were six bright, motivated and increasingly hungry people. But that’s the problem with self-directed teams. In theory, they should self-organise, efficiently allocate resources and reach consensus, driving together to a common goal. In practice, they just stand around looking lost.

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BoS digest: tenuous US election analogies

Pdc2008I was at the PDC last week. Maybe I was jet lagged, or maybe it's my slow and grumpy decline into cynicism, but I was underwhelmed. My reaction to Live Mesh, Azure and Windows 7 was "so what". I keep thinking back to 2004 when I saw Don Box's passionate and inspiring demo of Longhorn. Don talked about the three pillars of Longhorn: WinFS, a transactional, SQL Server based file system; Avalon, the new graphics framework and Indigo, the SOAP messaging substrate. Plus, much of the new operating system was going to written in .NET. When Longhorn finally shipped as Vista three years later, WinFS had vanished, Avalon had been emasculated, and the operating system wasn't written in .NET.

So when, or if, all the cool new stuff ships, and if Amazon or Google or Apple hasn't already sewn up that market, then sure I'll take an interest. But for now, bah humbug.

The big news of the week is, of course, Barack Obama's election. Foreigners shouldn't comment on US politics, so I'm going to restrict myself to saying this one thing. It's interesting that despite Obama's overwhelming victory (349 votes in the electoral college vs McCain's 162), McCain still garnered over 46% of Americans' votes. I tried to think of an analogy in the world of software where spending vast amounts of money to gain a tiny competitive advantage can result in such a massive outcome. I couldn't, but I'm sure you can. I'll give a small prize to the best, and one to the most tenuous, analogy that you can come up with, or link to. Post here.

Over on the BoS social network, Dharmesh Shah's video from Business of Software 2008 is up. If you've got a spare hour, it's well worth listening to an hour of Dharmesh's low-key, conversational and wide-ranging talk as he discloses everything he knows about startups.

The most popular forum is post is still "How do we make this succeed?" Lots of interesting comments there. Matt Richards asks how do you define success? Dan Nunan asks what's the point? Chris Herbert says I should ask what you all want to get out of it. So what do you want out of it? Post here.

Elsewhere on the forum, Chris Herbert asks if social media can be used as the foundations of a next generation company. Or has nothing changed, and are they just new tools that you can use to do old stuff better? Post your opinion here.

It's the London BoS dinner next week. Sign up to pizza, beer and conversation.

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Insights from and around MIT | Dharmesh Shah | BoS USA 2008

At Business of Software 2008, Dharmesh Shah of the OnStartups blog (you should subscribe to his RSS feed) gave a great talk about start-ups. Dharmesh has a great presentation style – a perfect demonstration of how you don’t need soaring rhetoric to create a powerful and engaging talk. When Dharmesh speaks, it’s low-key and conversational, as if addressing a small group of friends. It almost seems ad-libbed, but that might just be because he forgot his slides.

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BoS Digest – to mediocrity and beyond! How to teach better management

I'm a mean presenter. Mean as in average, that is. Put me in front of a crowd and, if I prepare hard and practice much, I can turn in a middling performance.

Which I'm pleased about.

I used to be an appalling presenter. The first time I did a presentation was at a sponsor's slot at VS Live in 2001. Six people turned up in a hall built for 200. They sat in a pattern carefully calculated to maximise the minimum space between any two people. Three people left during my talk.

In the few years following that, I stayed abysmal. I went to a few presentation skills courses and seminars. I'd get better for a week or two afterwards, but would then slide back to terrible.

But then, a bit over a year ago, something happened. I realised that I wanted to become a better presenter. Whenever I heard a great speaker, I analysed what made them great. I noticed that great speakers are great for different reasons. They all have different styles, and structure their talks in different ways. Guy Kawasaki has perfect timing and can play the audience as well as any stand-up. Seth Godin fires out ideas, rat-a-tat-tat. John Kotter talks quietly, conversationally, and meanders around the stage. Jennifer Aaker strides into the audience, asking questions and demanding answers.

Whenever I heard a dull speaker, I analysed them too. Was the problem their content? Was the material dull, or flabby? Did they rush, or mumble? If they had good content, what was wrong with the presentation? What would Seth Godin have done with the same content? How would Joel Spolsky have put the same point across?

I kept my eye out for relevant articles, blog posts and books and read them critically, absorbing ideas that I agreed with, rejecting ones that I didn't, taking people's insights and making them my own.

I practiced – part of my role at Red Gate involves speaking fairly regularly – saw what worked, saw what didn't, and iterated.

In my journey up the slope from dire, to mediocre, to average, there is precisely one moment that is interesting. That's the moment when I began to want to improve.

I think this holds for most learning. It follows that it holds for teaching too. At Red Gate, we're currently working on improving the skills of our managers. Most companies follow a sheep-dipping approach – you're a bad manager, we dip you in Maslow, Herzberg and McGregor, and you emerge, coated, a good manager. But this can't work – different people learn in different ways, they come from different places and they have different destinations.

So we're taking a different approach. We think the most important part is planting the seed of wanting to become a better manager. We plant it in fertile ground, and make sunshine and water available, in the form of books, courses, lectures, mentoring, management clinics and – most importantly – practice. But it's up to you to grab the opportunities, to nurture the seed, to make it blossom and flourish.

How do you train your people? Post on this forum post.

A related problem is how to get the best out of your people. Do you bribe them, or beat them, or is there a better way? Hopefully you can guess what my opinion is. Over on the forums, Andrew Butel asks "Do you have an employee incentive scheme?".

Got a question you want answering? Post it on the forums.

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BoS digest – why foosball is as important as source control

Tablefootball
Richard Florida has written much about the importance of place. I think he’s on to something – despite the hype about virtual communities, social networking and off-shoring, physical geography is as important as it always has been. Although software developers could choose to live in Wyoming and work remotely with their colleagues in Montana, they don’t. They cluster in cities and regions like Silicon Valley, Austin, Boston and Cambridge, UK. Facebook is never going to change that.

Place is important at another level too. Great software is built by great teams. To build a great team, you clearly need great people. But great people aren’t enough. You also need great interactions, and you can’t get those remotely. Getting people to interact is hard enough if they’re sat feet away in different rooms in the same building, let alone thousands of miles away in different continents.

Thomas Allen wrote about this forty years ago, and web 2.0 hasn’t changed it. The likelihood of two people communicating falls off in proportion to the square of the distance separating them. In fact, once two people are sat more than 25 metres apart, there is a vanishingly small chance that they’ll interact. The ‘nuisance factor’ exacerbates this: throw in a couple of corners to navigate, a door to open or stairs to climb and Alice is even less likely to talk to Bob.

So you need to sit teams together. You can’t outsource QA to India, or even have the test team sat on a different floor to the developers. You lose all those tiny, daily interactions (“Hey Lionel, you’ve just broken the build”; “Jon, stop testing that bit of code – I know it doesn’t work”) that make teams productive.

But the importance of interactions is wider than that. You need to encourage interactions between people in different teams, even different parts of the company. This needs to go beyond formal, sit-down meetings. It’s the random interactions that are valuable – conversations overheard in the kitchen and throw-away comments made over lunch at the pub. That’s why – once you reach a certain size – a foosball table, and a foosball league, are just as important as source control.

Of course, foosball tables also make work a more enjoyable place to be. Over on the forums, Dan Nunan asks "what makes a great office environment for software companies?". If you’ve got an opinion, post it.

Not everybody agrees that place is important though. Jason Fried, for example, argues that working in the same city as somebody is just a distraction. When he and the other founders of 37signals get together, their productivity plummets. You can find out more about Jason’s philosophy – including why he thinks roadmaps, specifications and projections are evil – by watching the video of his BoS 2008 talk.

If you think that place is important, and think that no amount of
virtual networking can replace pizza, beer and conversation, then take
a look at the Business of Software events coming up. There are small groups meeting up in Boston, San Francisco and London. I hope you can make it.

Is place as important as I think it is? Or has technology eliminated geography? Post here …

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The Philosophy of 37signals | Jason Fried | BoS USA 2008

Jason is the founder of 37signals. Jason talks about many things in this session, focussing on the philosophy of 37signals (for example, they pay for employees’ hobbies) and how bigger isn’t always better. Interesting stuff, even though I don’t agree with everything he says. Are roadmaps, specifications and projections really as pointless as he claims?

 

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BoS weekly digest: correction, recession or depression, but there will be winners

On the day the first world war started, Du Pont – the US-based
principle supplier of munitions to Great Britain – doubled the price of
gunpowder. By 1916, DuPont were making profits of $82m / year (some
$2bn in today’s money), up from $5m from before the war. Similarly, the
profits of British farmers more than trebled in the four years that the
war lasted.

In the great depression of the 1930s, Bechtel, Kaiser and the other of
the ‘Six Companies’ flourished as they built the infrastructure of the
American West. Building the Hoover dam alone netted them profits of
around $15m ($200m in today’s money).

Whether recent financial events are a short-term correction, or herald
the start of a recession or even a depression, two things are certain.

Firstly, there will be losers. The web 2.0 froth will evaporate
with its funding, and vendors of big-ticket, enterprise software will
struggle as purchases of big-ticket items are postponed.

Secondly, and less obviously, there will be some winners. Some
individual companies will do well, but so will entire sectors. In the
high street, cobblers’ profits are up as people repair their shoes
rather than replacing them; low-budget supermarkets such as Lidl and
Aldi in the UK are doing well at the expense of the more upmarket Marks
and Spencer; sales of lipstick and ties will go up as people look for
cheap ways to feel good.

So where is the silver lining for software businesses in the current crisis? Post here.

Back in April, Dan Nunan wrote a guest post on my blog entitled "What the recession means for the software business: five things to think about". It’s well worth reading, now more than ever.

On the forums, Keith Maurino asks "How much free support is too much?".
On the one hand, giving free support is a powerful sales tool. On the
other, it can be a burdensome drain on resources. Where to draw the
line? If you’ve got an opinion then post here.

If you want something to take your mind off the gloomy financial news
then I recommend pizza and beer. If you want to eat, drink and discuss
building long-term, profitable and sustainable businesses then there
are groups meeting up in San Francisco and London.

Interested in building long-term, profitable, sustainable software businesses? Join the BoS social network.

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Trouble at the Koolaid Point

This blog post was posted by Kathy Sierra on October 7th 2014 on her personal site. It will be taken down from there at some point. It now appears on other sites including Wired magazine. We have posted it here with an old publication date so it is not easy to find but it is a story that needs to be told.

Want to know the other things Kathy cares about, go to SeriousPony.com

Trouble at the Koolaid Point

October 7, 2014

[Note: I didn’t want to have to write this. But here it is. I’m not linking it to the blog, and it won’t likely stay up long, but you are welcome to contact me here if you want to put it somewhere else before I take it down. It is long and rambling and unedited and one of the few things I’ve written that I wrote mostly for myself. It is all I ever hope to have to say about it. Also? Content warning.]

This month is the 10-year anniversary of my first online threat. I thought it was a one-off, then. Just one angry guy. And it wasn’t really THAT bad. But looking back, it was the canary in the coal mine… the first hint that if I kept on this path, it would not end well. And what was that path? We’ll get to that in a minute.

Later I learned that the first threat had nothing to do with what I actually made or said in my books, blog posts, articles, and conference presentations. The real problem — as my first harasser described — was that others were beginning to pay attention to me. He wrote as if mere exposure to my work was harming his world.

But here’s the key: it turned out he wasn’t outraged about my work. His rage was because, in his mind, my work didn’t deserve the attention. Spoiler alert: “deserve” and “attention” are at the heart.

A year later, I wrote a light-hearted article about “haters” (the quotes matter) and something I called The Koolaid Point. It wasn’t about harassment, abuse, or threats against people but about the kind of brand “trolls” you find in, say, Apple discussion forums. My wildly non-scientific theory was this: the most vocal trolling and “hate” for a brand kicks in HARD once a critical mass of brand fans/users are thought to have “drunk the Koolaid”. In other words, the hate wasn’t so much about the product/brand but that other people were falling for it. 

I was delighted, a few weeks’ later, to see my little “Koolaid Point” in Wired’s Jargon Watch column.

The me of 2005 had no idea what was coming.

Less than two years later, I’d learn that my festive take on harmless brand trolling also applied to people. And it wasn’t festive. Or harmless. Especially for women.

I now believe the most dangerous time for a woman with online visibility is the point at which others are seen to be listening, “following”, “liking”, “favoriting”, retweeting. In other words, the point at which her readers have (in the troll’s mind) “drunk the Koolaid”. Apparently, that just can’t be allowed.

From the hater’s POV, you (the Koolaid server) do not “deserve” that attention. You are “stealing” an audience. From their angry, frustrated point of view, the idea that others listen to you is insanity. From their emotion-fueled view you don’t have readers you have cult followers. That just can’t be allowed.

You must be stopped. And if they cannot stop you, they can at least ruin your quality of life. A standard goal, in troll culture, I soon learned, is to cause “personal ruin”. They aren’t all trolls, though. Some of those who seek to stop and/or ruin you are misguided/misinformed but well-intended. They actually believe in a cause, and they believe you (or rather the Koolaid you’re serving) threatens that cause.

But the Koolaid-Point-driven attacks are usually started by  (speculating, educated guess here, not an actual psychologist, etc) sociopaths. They’re doing it out of pure malice, “for the lulz.” And those doing it for the lulz are masters at manipulating public perception. Master trolls can build an online army out of the well-intended, by appealing to The Cause (more on that later). The very best/worst trolls can even make the non-sociopaths believe “for the lulz” is itself a noble cause.

But I actually got off easy, then. Most of the master trolls weren’t active on Twitter in 2007. Today, they, along with their friends, fans, followers, and a zoo of anonymous sock puppet accounts are. The time from troll-has-an-idea to troll-mobilizes-brutal-assault has shrunk from weeks to minutes. Twitter, for all its good, is a hate amplifier. Twitter boosts signal power with head-snapping speed and strength. Today, Twitter (and this isn’t a complaint about Twitter, it’s about what Twitter enables) is the troll’s best weapon for attacking you. And by “you”, I mean “you the server of Koolaid.” You who must be stopped.

It begins with simple threats. You know, rape, dismemberment, the usual. It’s a good place to start, those threats, because you might simply vanish once those threats include your family. Mission accomplished. But today, many women online — you women who are far braver than I am — you stick around. And now, since you stuck around through the first wave of threats, you are now a much BIGGER problem. Because the Worst Possible Thing has happened: as a result of those attacks, you are NOW serving Victim-Flavored Koolaid.

And Victim-Flavored Koolaid is the most dangerous substance on earth, apparently. And that just can’t be allowed.

There is only one reliably useful weapon for the trolls to stop the danger you pose and/or to get max lulz: discredit you. The disinformation follows a pattern so predictable today it’s almost dull: first, you obviously “fucked” your way into whatever role enabled your undeserved visibility. I mean..duh. A woman. In tech. Not that there aren’t a few deserving women and why can’t you be more like THEM but no, you are NOT one of them.

You are, they claim, CLEARLY “a whore”. But not the sex-worker kind, no, you are the Bad Kind of Whore. Actually TWO kinds:  an Attention/Fame Whore and an Actual Have Sex In Exchange For Jobs, Good Reviews, Book Deals Whore. I mean, could there be ANY other explanation for your visibility? But the sex-not-merit meme is just their warm-up, the lowest-hanging-fruit in a discredit/disinfo campaign.

Because what the haters MOST want the world to know is this: what you’re serving your audience? It’s NOT EVEN ACTUAL KOOLAID. “Snake oil”, the trolls insist. You’re a “proven liar”. Or, as I was referred to yet again just yesterday by my favorite troll/hater/harasser: “a charlatan”. And there is “evidence”. There is always “evidence”. (there isn’t, of course, but let’s not let that get in the way.)

And the trolls aren’t stupid. The most damaging troll/haters are some of the most powerful people (though they self-describe as outcasts). Typically, the hacker trolls are technically-talented, super smart white men. They’re not just hackers. They are social engineers.They understand behavioral psych. They know their Kahneman. They “get” memes. They exploit a vulnerability in the brains of your current and potential listeners.

How? By unleashing a mind virus guaranteed to push emotional buttons for your real, NOT-troll audience. In my specific case, it was my alleged threat to a free and open internet. “She issued DMCA takedowns for sites that criticized her.” Yes, that one even made it’s way into a GQ magazine article not long ago, when the writer Sanjiv Bhattacharya interviewed weev and asked about — get this — the “ethics” of doxxing me. Weev’s explanation was just one more leveling up in my discredit/disinfo program: DMCA takedowns. I had, apparently, issued DMCA takedowns.

If you are in the tech world, issuing a DMCA takedown is worse than kicking puppies off a pier. But what I did? It was (according to the meme) much much worse. I did it (apparently) to stifle criticism. If a DMCA takedown is kicking puppies, doing it to “stifle criticism” is like single-handedly causing the extinction of puppies, kittens, and the constitution. Behold my awesome and terrible power. Go me.

But here’s the thing. I never did that. I never did anything even a teeny tiny nano bit like that. But sure enough, even on my last day on Twitter, there it was again: Kathy did DMCA’s. And it wasn’t even a troll saying it, it was another woman in tech who believed the meme because she believed weev. Because in twisted troll logic, it makes sense. She must have done something pretty awful to deserve what, according to weev, “she had coming.”

After the GQ story came out, the one where weev “justified” the harassment of me by introducing the DMCA fiction, I asked him about it on Twitter. “Where, seriously, where exactly did I ever issue a DMCA?” His answer?  Oh, right, he didn’t have an answer. Because it didn’t happen. But see? he doesn’t have to. He’s already launched the Kathy-does-DMCA-takedowns meme. Evidence not required. For that matter, common sense not required.

(For the record, far as most people have been able to determine, most of what happened to me long ago was triggered by a blog comment I made that said “I’m not moderating my blog comments, but I support those who do and here’s why.” That’s right, Blog. Comment. Moderation. Just a tiny hop, really, from that to full-blown DMCA takedowns. Easy mistake.)

For me, the hot button to rally the army (including the Good People) against me was my (totally fictional) legal threat to freedom. But there are so many other hot buttons to use against women in tech. So. Many.

A particularly robust troll-crafted hot button meme today is that some women are out to destroy video games (shoutout to #gamergaters). Another is that they are taking jobs from men. Men who are, I mean obviously, more deserving. “If women/minorities/any oppressed group are given special treatment, that’s not equality,” they argue “I guess you don’t believe in equality, feminists.” Quickly followed by, “wait, did I say ‘oppressed group’? There’s no such thing as an oppressed group I just meant Professional Victims Who Pretend To Be Oppressed And Serve Social Justice Warrior Koolaid.”

Life for women in tech, today, is often better the less visible they are. Less visible means fewer perceived Koolaid drinkers.


THE GAME IS FIXED

I’m not sure I like comparing trolls to animals (because insulting to animals), but as an animal trainer, I’m painfully aware of the power of operant conditioning. Yes, sure, “don’t feed the trolls” has been the standard advice, a bullshit talking point propagated by trolls to blame their targets. “You brought this on. You don’t want this? Don’t engage.”  Except that’s not actually true. It’s the opposite of true, once you’ve been personally targeted.

As any parent of a two-year old can tell you, ignoring the child usually leads to escalation. Cry harder, scream louder, and in the most desperate scenarios, become destructive. Anything to get the attention they crave. Simply moving on is not an option for the haters once you’ve been labeled a Koolaid server and/or a rich source of lulz. Ignore them, and the trolls cry harder, scream louder, and become destructive.

If you’ve already hit the Koolaid Piont, you usually have just three choices:

1. leave (They Win) 

2. ignore them (they escalate, make your life more miserable, DDoS, ruin your career, etc. i.e. They Win)

3. fight back (If you’ve already hit the Koolaid Point, see option #2. They Win).

That’s right, in the world we’ve created, once you’ve become a Koolaid-point target they always win. Your life will never be the same, and the harassers will drain your scarce cognitive resources. You and your family will never be the same.

The hater trolls are looking for their next dopamine hit. If you don’t provide it, they’ll try harder. But the escalation to get a response from you? That’s not even the worst escalation problem.

The more dangerous social-web-fueled gamification of trolling is the unofficial troll/hate leader-board. The attacks on you are often less about scoring points against you than that they’re trying to out-do one another. They’re trying to out-troll, out-hate, out-awful the other trolls. That’s their ultimate goal. He who does the worst wins.

Which may explain the slow, steady increase in both frequency and horror of online harassment. What was mostly drive-by nasty comments in 2001 then progressed to Photoshopped images (your child on a porn image is a particularly “fun” one), and what’s after images? Oh, yeah, the “beat up Anita” game. And what’s left when you’ve done as much digital damage as you can?

Real-life damage.

Doxxing with calls to action (that — and trust me on this — people DO act on).

Swatting (look it up). That nobody has yet been killed in one of these “pranks” is surprising. It’s just a matter of time.

Physical Assualt: the online attack on the epilepsy forums, where the trolls crafted flickering images at a frequency known to trigger seizures in those with “photosensitive” epilepsy. Think about this. People went to the one safe space they knew online — the epilepsy support forums — and found themselves having seizures before they could even look away. (Nobody was ever charged.)

Side note: I have epilepsy, though not the photosensitive kind. But I have a deep understanding of the horror of seizures, and the dramatically increased chance of death and brain damage many of us with epilepsy live with, in my case, since the age of 4. FYI, deaths related to epilepsy in the US are roughly equal with deaths from breast cancer. There isn’t a shred of doubt in my mind that if the troll hackers could find a way to increase your risk of breast cancer? They’d do it. Because what’s better than lulz? Lulz with BOOBS. Yeah, they’d do it.

But what disturbed me even more than the epilepsy forum attack itself were the comments about it afterwards (I won’t link to it, but you can search for it on Wired). “I lol’d”  “That’s awful, but you gotta admit… hilarious!”  Once again, high-fives all around. This is the world we have created.

So I don’t have the luxury of assuming “it’s just online. Not REAL. It’s not like these people would ever do anything in the real world .” And what you don’t hear much about is whatmost targeted women find the most frightening of all: the stalkerish energy, time, effort, focus on… YOU. The drive-by hate/threat comment, no matter how vile, is just that, a comment that took someone 2.5 seconds to think and execute. It might be annoying, offensive, maybe intimidating the first few times. But you get used to those, after all, it’s not like somebody put time and effort into it.

But Photoshopped images? Stories drawn from your own work? There’s a creepy and invasive horror knowing someone is pouring over your words, doing Google and Flickr image searches to find the perfect photo to manipulate. That someone is using their time and talent to write code even, about you. That’s not trolling, that’s obsession. That’s the point where you know it’s not really even about the Koolaid now…they’re obsessed with you. 

This is a very long way from the favorite troll talking point “Oh boohoo someone was mean on the internet.” 

Mean: “You’re fat and retarded and deserve to be raped”. (we all get tons of those, but those aren’t what we’re talking about)

Stalking:  “Here’s yet another creepy and terrifying thing I made for you and about you and notice just how much I know about you…” (1/200)

There is a difference. 

We need to stop propagating the troll-driven meme that “it’s all just trollin’ and boohoo mean words you should cry more” and start making the hard, fine-grained distinctions. The hater trolls use the ‘just trollin’ and ‘just mean words’ to minimize even the worst attacks and gaslight their targets. In hater troll framing, there’s no difference between a single tweet and a DDoS of your employer’s website. There’s no difference between a “you’re a histrionic charlatan” and “here’s a headless corpse and you are next and here’s your address.”  It’s all just trollin’ and mean words and not real life.

It’s all ‘just trollin’ unless you, you know, actually deserved it. Then they’re all, “sure, things got a little out of hand, and threats of violence are never acceptable but, um, what did you expect?” Followed by, “Well actually, if it WERE actual HARASSMENT, then it’s for The Authorities.”

Fun Troll Logic:

IF no legal action happens
THEN it wasn’t actually "real” harassment

You’re probably more likely to win the lottery than to get any law enforcement agency in the United States to take action when you are harassed online, no matter how viscously and explicitly. Local agencies lack the resources, federal agencies won’t bother. (Unless you’re a huge important celebrity. But the rules are always different for them. But trolls are quite happy to attack people who lack the resources to do anything about it. Troll code totally supports punching DOWN.)

There IS no “the authorities” that will help us.

We are on our own. 

And if we don’t take care of one another, nobody else will.

We are all we’ve got.

Which brings me to why I really wrote this.


WHY I CAME BACK

Most of the back-story is not important, and I hope to never have to talk about it again, but here’s the relevant bits:

In 2007, I was the target of a several-week long escalating harassment campaign that culminated in my being doxxed (a word I didn’t even know then) with a long, detailed, explicit document, posted pretty much everyone on the internet (including multiple times to my own wikipedia entry). It was a sort of open letter with a sordid (but mostly fictional) account that included my past, my career, my family, and wrapped up with my (unfortunately NOT fictional) social security number, former home address and, worst of all — a call to action for people to send things to me. They did. I never returned to my blog, I cut out almost all speaking engagements, and rarely appeared anywhere in the tech world online or real world. Basically, that was it for me. I had no desire then to find out what comes after doxxing, especially not with a family, and I had every reason to believe this would continue to escalate if I didn’t, well, stop “serving the Koolaid.”

A year later, I had one of the worst days of my life. I got a phone call from a journalist, Mattathias Schwartz. He’d been working on a long-form feature magazine story about trolls for the NY Times, and it was about to come out. He wanted to warn me about something in the story, something nobody expected: one of the main subjects of his story had just — out of the blue — announced that he was “Memphis Two” the author of That Document (i.e. my dox) and added that he was part of the harassment of Kathy Sierra.

I sat down. “I’ve never heard of this person. Am I in any danger?”  He gave me the only truthful answer, “I don’t know.”  But then he added, “I don’t think so, because honestly I don’t think he sees you as important at all.” So, whew. He was right. I was not important. And after all, they’d already put checkmark in the WIN column for me. I was gone. I’d not be serving any more Koolaid. Nothing to see here, etc.

And there I hoped it would end, fading away as all things do as the internet moves on and this troll I’d never heard of would just go back to whatever it was that trolls do.

But you all know what happened next. Something something something horrifically unfair government case against him and just like that, he becomes tech’s “hacktivist hero.” He now had A Platform not just in the hacker/troll world but in the broader tech community I was part of. And we’re not just talking stories and interviews in Tech Crunch and HuffPo (and everywhere else), but his own essays in those publications. A tech industry award. His status was elevated, his reach was broadened. And for reasons I will never understand, he suddenly had gained not just status and Important Friends, but also “credibility”.

Did not see that coming.

But hard as I tried to find a ray of hope that the case against him was, somehow, justified and that he deserved, somehow, to be in prison for this, oh god I could not find it. I could not escape my own realization that the cast against him was wrong. So wrong. And not just wrong, but wrong in a way that puts us all at risk. I wasn’t just angry about the injustice of his case, I had even begun to feel sorry for him. Him. The guy who hates me for lulz. Guy who nearly ruined my life. But somehow, even I had started to buy into his PR. That’s just how good the spin was. Even I mistook the sociopath for a misunderstood outcast. Which, I mean, I actually knew better.

And of course I said nothing until his case was prosecuted and he’d been convicted, and there was no longer anything I could possibly do to hurt his case. A small group of people — including several of his other personal victims (who I cannot name, obviously) asked me to write to the judge before his sentencing, to throw my weight/story into the “more reasons why weev should be sent to prison”. I did not. Last time, for the record, I did NOTHING but support weev’s case, and did not speak out until after he’d been convicted.

But the side-effect of so many good people supporting his case was that more and more people in tech came to also… like him.  And they all seemed to think that it was All Good as long as they punctuated each article with the obligatory “sure, he’s an ass” or “and yes, he’s a troll” or “he’s known for offending people” (which are, for most men, compliments). In other words, they took the Worst Possible Person, as one headline read, and still managed to reposition him as merely a prankster, a trickster, a rascal. And who doesn’t like a “lovable scoundrel”?

So I came back because I saw what was happening.

I came back because I connected these dots:

* Weev writes an explicit warning to all women in tech that speaking out (in his words “squealing like a stuck pig”) will be “punished”.

* Weev demonstrates this by punishing a woman that was, for better or worse, a role model for some in the already-way-too-small group of women in tech.

* Weev then becomes celebrated in tech, spun as a straight-talking, no bullshit, asshole who speaks truth to power. Truth. Weev. Is. About. Truth. And Privacy. Ours. He wanted to protect Our Privacy with The Truth.

(If you want an example of gaslighting, imagine how I felt watching this unfold)

* And there it is. I came because if weev is credible, and endorsed as a “friend”, then thedocument he, at the least, ENTHUSIASTICALLY CONTINUES TO ENDORSE, is… well what does this mean?

I came back because I believe this sent a terrible, devastating message about what was acceptable. Because nobody in a position of power and influence in the tech world ever, NOT ONCE, brought up the explicit threats in that document, except for The Verge. (Tim Carmody, Greg Sandoval, you are my heroes).

I came back and watched endless streams of funny, casual, online banter between weev and some of those I respected and trusted most in tech. You know who I mean. I watched him being retweeted into my stream in a positive way. I actually did lol, though, when Twitter’s algorithm kept insisting You Probably Want To Follow Him! That’s how much our Venn diagrams overlapped.

But the one thing I never expected was that after all these years, he’d suddenly deny it. Even more so, that reasonable, logical, intelligent people would actually believe this. He’d suddenly, after 6 years, claim that a world-class, international, Livingston-winner (“Pulitzer of the Young”) journalist would just somehow… come up with that.  And that in six years it never occurred to weev, not once, to publicly deny it no matter how many times he was asked about it.

(Schwartz himself came into these conversations more than once over the past year to remind weev about their conversation, to confirm that yes, it happened exactly as he described in the 2008 feature. Not that it made a difference. After all, in weev vs. amazing writer with everything to lose by lying, who are you going with? Weev. They went with weev.)

As I said in a now-deleted Twitter exchange, I couldn’t imagine “what sort of suspension of disbelief” one needs to accept a context in which a journalist who has never heard of me, somehow pulls MY name and that document out of thin air, then somehow mistakenly attributes it to the object of his story. Or that why, in all those years, weev never once publicly tried to refute this? He even wrote a response to the NYTimes story (the story where he outs himself as the doxxer) on his own blog, where he takes issue with several aspects of the article but never disputes the facts, and never even hints that weev-as-my-doxxer was inaccurate.

And he’s been asked about it many times over the next years, including that GQ interview where he explained his reasons for doing it. Never once, until I returned, did he ever publicly deny it. The NYTimes article stands, for 6 years, without correction or challenges. Weev of course now claims he wrote to the NYTimes, but has never produced, you know, “evidence”.

So there I was, now having unbelievable conversations with prominent people in tech that were more willing to believe the most absurd story over, well, one of the most respected journalists still left in the world. That they were willing to believe weev over… common sense. Logic. That they had the fantasy belief that though weev was known to be one of the most skillful and manipulative liars (and that description is from a friend of his), somehow, he wasn’t lying now, to them. I pushed back, but only if it was someone in the tech world who was not a troll, but an intelligent, rational, reasonable, person.

I underestimated the willingness of people to still, no matter what, believe him.

But recently I came to realize that OK let’s say we do suspend disbelief and let’s say hedidn’t do it. Let’s say he simply wanted people to think he’d done it. That doesn’t actually change it.

Because the problem, the reason I came back is this:

Weev unequivocally, enthusiastically, gleefully, repeatedly ENDORSED it. He tweeted, many times, that I “had it coming”. I deserved it. That the “truth” in my dox was why I left the internet the first time.

And so again, I connect these dots:

* A document issues an explicit threat, warning women against speaking out. Lots and lots of women in tech have seen this document.

* Weev endorses this document, enthusiastically, repeatedly.

* Prominent people in tech endorse weev

Which could easily be seen as…

* Prominent people in tech tacitly endorsed that threat against speaking out.

Some of those people are/were feminists. I cannot even comprehend the cognitive dissonance.

THAT’s why I wanted to push back. Every. Single. Time. If someone described me, or the article about me as a lie, (as @erratarob did on my last day) I stepped in to do what Ithought was the most rational approach: to just keep pointing to the facts that were known. To push back on the twist and spin. I believed the fine-grained distinctions mattered. I pushed back because I believed I was pushing back on the implicit message that women would be punished for speaking out. I pushed back because almost nobody else was, and it seemed like so many people in tech were basically OK with that.

But a few days ago, in the middle of one of those “discussions”, this time with @erratarob, I realized it wasn’t worth it. He concluded that I was just trolling so people would troll me back. I asked him what he thought I should have done. And his answer was “don’t feed the trolls.”  “Ignore it and move on.” Perhaps Rob didn’t know that I’d already tried that for six years, but that it was weev who kept that damn thing alive no matter how gone I was. He managed to tweet to my social security number not long before he went to prison, and well before I resurfaced. No, I didn’t troll him into that. I didn’t “engage”.

But Rob didn’t do anything wrong. He was saying what he truly believes. What, sadly, a whole lot of people in tech believe. Rob just happened to be the last “you asked for it” message I wanted to hear. So I just stopped.

I didn’t “rage quit”, I just walked away. I shut off a big cognitive resource leak. From the beginning of my time tweeting as Seriouspony, that I tweeted I was not likely to stay and that I was looking forward to where we would end up next. I’m not GONE gone. I’m just not on Twitter. But I have to add I’m surprised to see my leaving Twitter as, once again, an example of someone who “just shouldn’t be on the internet”. Because nothing says “unbalanced” like having the freedom to walk away from a social media network. Because you can. Because you have a choice. Because you have the most beautiful and awesome ponies on the planet.

WHAT NEXT?

No idea. But I do think we need more options for online spaces, and I hope one of those spaces allows the kind of public conversations and learning we had on Twitter but where women — or anyone — does not feel an undercurrent of fear watching her follower count increase. Where there’s no such thing as The Koolaid Point. And I also know the worst possible approach would be more aggressive banning, or restricting speech (especially not that), or restricting anonymity. I don’t think Twitter needs to (or even can, at this point) do anything at all. I think we need to do something.

We can do this. I know we can. And many of you — especially you javaranchers — you know why I’m so certain. You’ve seen a million visitors a month in a male-dominated community year after year after year maintain a culture defined by a single TOS: be nice. You’ve seen how learning thrives in an environment where you can be fearless with questions and generous with answers. If millions of programmers can maintain one of thelargest and most vibrant developer communities online, for 15 years, without harassment of any kind, then anyone can. Good luck trying to convince me it can’t be done. Because I have something the trolls do not— evidence.

If you made it this far, I cannot possibly express how grateful I am for the wonderful experiences I had during the time I was on Twitter as Seriouspony. The appreciation for the horses made my heart sing. And those of you who have ever talked with me there, or sent me pony pictures, or ever sent me a message or spoken to me at a conference about what you learned from me, you have done more for me than you will ever know.

And I miss you all right now. I miss hearing the stories about your life and your work and your thoughts and your pets, especially your pets. But again, it’s not like I’m GONE gone.

After all, the ponies have only just begun to learn to code…

When I know where they’ll be, you will be the first to know 🙂  And when you all find a new space, that feels right, I know you will let me know.

<3,   Seriouspony


[footnote-I-wish-I-didn’t-have-to-add: it’s been brought to my attention that my complaints about weev’s dox of me were apparently (and bizarrely) twisted to suggest I thought prostitution and being a victim of domestic violence were somehow “shameful.” That THIS must be the reason I didn’t want that narrative out there. First, that’s, well, I don’t even. Second, OMG you have no idea what I and my children have experienced in our lives so please, let go of the “Kathy hates that dox therefore Kathy hates prostitutes and victims of domestic violence. You know nothing of my life, so please stop imagining you know what I think, feel, or have been through. Quit trying to shoehorn me into a she-must-have-deserved-it-see-she-is-a-bad-person narrative. My reasons for not wanting a false backstory about my children to be publicized by a prominent troll has nothing at all to do with “shame” and everything to do with “actual truth”. Because even if you believe Ideserved to be doxxed, the story of my children was not weev’s to tell (or let’s say it was not up to the person-pretending-to-be-weev-that-weev-thinks-did-this-awesome-thing-to-me)]

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Death by treacle, and how to avoid it

Here’s something that scares me: one day I’ll wake up and realise that Red Gate, the company I’ve helped create, has turned into a treacle-filled bureaucracy. One reason this scares me is the insidious nature of treacle. It doesn’t burst through the levees in a single, predictable and defensible incident. It seeps in over the years, through the cracks in the walls and the gaps in the floors of the structures we build.

So, how to stop death by treacle?

First, don’t create rules for the many based on the sins of the few:

Do not stir your tea with a spoon

Here, somebody has sinned. Maybe he stirred his tea with a spoon and then put it back with the clean cutlery. Rather than dealing with the individual (‘excuse me – can you use a wooden stirrer please’), ignoring the transgression (is it really such a big deal?) or revisiting the underlying assumptions (maybe there’s a reason he wants to stir his tea with a spoon), somebody decided to legislate and punish the many for the sins of the few.

There are a lot of signs in this particular cafeteria: ‘Do not change diapers in this restaurant’; ‘Do not let your children climb on the furniture’; ‘ No smoking’; ‘Do not eat food brought in from elsewhere’. No individual rule is disastrous. But in their aggregate, the rules change the atmosphere – the culture – of the place.

Creating the rule was easy: a simple matter of scribbling a note on a piece of card. Solving the particular situation would have been harder. It would have meant talking to the customer, explaining the problem, understanding his point of view and risking a confrontation (‘what do you mean, I can’t stir my tea with a frigging spoon?’). Harder, but better.

You’d never have the equivalent of a ‘do not stir your tea with a spoon’ notice at your company, right?

I bet that you do. Have you really never created a general rule when you should have dealt with the difficult, specific problem instead? Have you never created an expenses policy, or a working hours policy, or an internet porn policy, slowly covering the ankles of the many in treacle, when you should have confronted the brutal facts and dealt with the problematic few?

Post here …

Interested in the *business* of software? Join the BoS social network.

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BoS social network digest – issue 1

A bit over a week ago I launched the Business of Software social network, aimed at people interested in building long-term, profitable, sustainable software businesses. It’s got some 185 members now, which is a cracking start. I’m going to send out a semi-regular digest of activity on the forum (probably once a week) to members, e-mail it to members and cross-post it to my blog. This is the first issue.

In the eleventh century BC, after a battle with the Gileadites, the Ephraimites tried to retreat back to their homeland across the river Jordan. But the Gileadites had already taken the ford. The Gileadites needed a way to separate the two tribes, who were physically indistinguishable. However, the Ephraimites were unable to pronounce the sound ‘sh’, so the Gileadites asked each man crossing to say ‘shibboleth’ and slaughtered those who couldn’t.

The success of the Business of Software social network will be determined not only by who we let in, but also by who we keep out. We need a Shibboleth – a statement that keeps the web 2.0, eyeballs-are-more-important-than-profits, let’s-flip-to-Google, impostors out. Got any ideas? Post them here.

Dan Nunan posted up a question asking ‘How many questions before it gets too personal?’. Dan asked how much information you should ask potential downloaders. The consensus was none. Don’t even ask for their e-mail addresses. I think the consensus is wrong. Post your opinion on the forum.

In ‘On being paid in trousers‘, Phil Factor asks if the current financial crisis could return the software industry to the barter economy.

Got a non-traditional business model? Jay Grieves would like to hear from you.

There’s a London BoS dinner being held on November 12th. If you’re in the area and want to eat pizza, drink beer and discuss building profitable, long term, sustainable software businesses, then sign up.

See you on the site, and please encourage other people to sign up. Assuming they pass the Shibboleth, of course.

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Keeping It Real – how to start, run and sell a web 2.0 startup | Alexis Ohanian | BoS USA 2008

At BoS 2008, Alexis Ohanian’s alter ego, Pierre Francois, won the Pecha Kucha with a talk about how to start, run and sell a web 2.0 startup.

Enjoy!

 

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Business of Software social network

One of things I did for Business of Software 2008 was to set up a social networking site for the conference. I was skeptical about the value of doing this – I don’t really get much out of Facebook or LinkedIn – but this proved to be a great idea (thanks Jeff). I wasn’t alone in spotting the value: some 80% of conference attendees signed up, and there was a real buzz in the week before the conference.

Now that the conference is over, I’d like to encourage people to connect between now and next year’s conference. I thought about using Facebook or LinkedIn, but these are more like badges – shared symbols of belonging – than coherent groups. So I’ve set up a Business of Software social network on Ning. I’ve even paid a subscription fee so you won’t get hassled by adverts.

Rather than limiting it to conference attendees, I’d like to open it up to anybody who’s interested in building long term, sustainable, profitable software businesses. This is the niche I think I fit into best. The web 2.0, build-it-and-flip-it-to-Google, we’ll-figure-out-some-way-to-monetise-it-in-the-future crowd have got plenty of other places to hang out.

So, check it out, sign up and upload your photo at network.businessofsoftware.org

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