The mechanics of being good to each other

Presented at Kawaiicon (2019), Oct. 17, 2019, 11:30 a.m. (30 minutes)

Seattle has two of the longest floating bridges in the world, and in 1990, one of them sank while it was being repurposed. This accident was a classic complex systems failure with a massive PR problem and great documentation. That combination is an excellent frame for talking about incident retrospectives- the good, the bad, the vaguely confusing and unsatisfying, the straight-up horror stories. Come for the interesting disaster story, stay to learn how to find the facts you only find if you know how to be good to people.

Presenters:

• Courtney Eckhardt
  Courtney comes from a background in customer support and internet anti-abuse policy. She combines this human-focused experience with the principle of Conway’s Law and the work Suzette Haden Elgin, Kathy Sierra, and Don Norman into a wide-reaching and humane concept of incident response. You can find her knitting in the audience of conference talks, and she’s always interested in cat pictures.

Links:

• https://2019.kiwicon.org/talks/good-to-each-other.html