Wednesday, September 06, 2006

A Failure To Communicate

If you're as old as I am, maybe you too remember the Captain in Cool Hand Luke
What we got here is... failure to communicate.


Blogger Support wrote some interesting guidelines about Blogger Status.
Blogger Status: This venue is used by the Blogger Team to report production outages, such as database problems. This is not a place where we report known application issues.


The people who depend upon Blogger Blogs known nothing about application issues vs production outages. They just know that they can't login, can't publish, whatever. Then they go to Google Blogger Help - Something Is Broken, and they see a dozen other folks reporting the problem, and nothing being done. And when there is a 3 day discussion about a problem, and nothing is done for 3 days, and then we see a Blogger Status post like

Wednesday, August 30, 2006

Posting to the Blogger Atom API (e.g. via a third-party website or desktop client) is not working properly. We are investigating.

Update, 11:24AM: This has been fixed.

Posted by Pete at 10:54 PDT


there is an example of the problem - failure to communicate.

How many problems take 30 minutes to be analysed and fixed? What went on, in Blogger Support, during the previous 2 - 3 days of discussions in Google Blogger Help?

3 comments:

e said...

LOL you forgot the nerve shattering gunshot!
I have that sound clip if you want it.

I am confused, Chuck. The help page specifically says the first step in resolving a problem is to look at known issues. Then the status page, which incidentally, never seems to change. There's mention somewhere of Blogger Buzz but I read somewhere that it is mostly ads.
ahh and then there's the user help forum which is VERY helpful if the error is on the part of the user.
It seems to me, the inability of MANY users to post photos when Blogger clearly offers that option, would be a production outage. I guess. What the heck is a production outage?

Chuck said...

A production outage is anything that Blogger Support feels like documenting, in Blogger Status. An application issue is anything that Blogger Support feels like documenting, in Beta Known Issues (if Beta).

Coming soon: Google and their white picket fence.

e said...

ok, time for this woman to go postal

I've avoided blogging so the photo issues didn't make me crazy. Today I went in to edit some tables and I get these crazy gray frames with arrows and I can't edit anything. What the (insert nasty words here)????

I think we should find a way to start contacting some advertisers and let them know what's going on.