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There's definitely something to having face-to-face interactions. When I worked IT, I loved coming upon someone's problem, diagnosing and fixing it there, and m

There's definitely something to having face-to-face interactions. When I worked IT, I loved coming upon someone's problem, diagnosing and fixing it there, and making their day. I just am not able to do that behind a ticket system. Though sometimes I _like_ the predictability and transactionality of fixing a ticket too... Neither situation (informal issue passing via word of mouth, or a ticket system) even work close to 100%. A lot gets lost in translation. Maybe we just need less layers and more engaged engineers? People who care? Though hard to genuinely find.

wildrhythms 5y ago
I feel like I was able to solve problems with less friction when I was working in IT. I found a lot of personal and organizational value working one-on-one with the reporter of some issue: directly reaching out to them for more information, assuring them the issue is being investigated, serving as a liaison and sometimes hand-holder in its resolution, and leaving succinct notes and documentation for the next person who might come across whatever the problem was. Today, I don't get this same sense of 'ownership' over fixing a bug, or implementing some incremental sub-sub-feature in software engineering; at times I feel that I am not being trusted to interact with the reporter at all.