> Then I realised that "I don't want the details" wasn't being dismissive. The executive assumed that we were competent, and was saying "I already believe you. Now let's talk about what happens next".
Something about this feels wrong:
- If you trust them completely, you don't need to know what happens next either. Just trust them to do the right things, your leadership isn't required.
- If you don't trust them completely, how can you know if "what happens next" is appropriate without knowing the details?
Isn't this just reinforcing the idea that leadership doesn't need to have their feet on the ground?
The best leaders I've worked with were paying attention to things from the bottom-up as well as top-down.
> If you trust them completely, you don't need to know what happens next either. Just trust them to do the right things, your leadership isn't required.
> The best leaders I've worked with were paying attention to things from the bottom-up as well as top-down.
These two statements are at odds. You first assuming that lack of trust would be the only reason he needs to know what happens next, then go on to outline another reason he and the larger organization would both benefit from knowing more.
It's not just about trust. It's about knowing what your team is up to so you can provide them the resources necessary while also working to remove any obstacles in their way so they can get shit done. That's what good management does, it's just rare to see in low-trust organizations that treat everyone like a cog to be micromanaged because no one trusts anyone to get shit done of their own accord for whatever reason.
> It's about knowing what your team is up to so you can provide them the resources necessary while also working to remove any obstacles in their way so they can get shit done.
That makes sense - I don't know if that's what the blog post was implying though. Ironically, this blog post could probably benefit from a few more details about what the meeting was supposed to achieve :)
In a large enough organization it is simply impossible for executives to be on the ground floor with everyone else. And not only is it impossible, it is essentially a waste of their time. They could maybe be maximally involved in only a few projects at a time.
I think its entirely contextual as to what the size of the org is and the scope of the projects. At a startup an "executive" or VP would legitimately be able to be working side by side with everyone else, or hearing about the ground level operations, but just by nature of the role being SVP I imagine this is a large enough company that this is no longer the case. At a certain point that becomes somebody else's job that is much closer to the team at hand.
The role entirely morphs and their job becomes to enable teams, get blockers out of the way, fast track or assist things like permissions/processes, shoot down ideas that legitimately don't add business value or are not worth wasting existing engineering effort on.
And I imagine in this scenario the point wasn't for the executive to literally hear what happens next, it was to ensure the proper steps are being taken and make sure "somebody" is handling the what happens next part of things, and so they can report up through the chain or delegate tasks for exactly that "what happens next" task.
You can trust someone to know the details and reasons for why something happened, and still want to provide the specific direction of "what are you doing to make sure it doesn't happen again". The organizational default is often to explain a fault (or worse, focus on blame) without specifically working to find a process improvement to prevent it from happening again.
I don't read the article this way. It's pretty sane for an exec to draw a line where the team's autonomy meets leadership's responsibility for structure and incentives around which said team needs to organize.
"You did the right things and met the goals we set, but we hit a problem and we all agree it shouldn't happen again. Let's talk about what needs to change to address this."
> The best leaders I've worked with were paying attention to things from the bottom-up as well as top-down.
If I have a handle on things from bottom-up to top-down, I don't need them to rehash weed-level technical and specific details. I need them to tell me what we're going to change, and it needs to be a BIG systemic change, not minutiae, which is where many engineers thrive.
> If I have a handle on things from bottom-up to top-down, I don't need them to rehash weed-level technical and specific details.
I should have been clearer.
When I said that good leaders pay attention to things from the bottom-up, that doesn't mean they always know everything needed for any discussion. It just means they are able and keen to understand the low-level details when they matter, because they routinely look at such details in the projects that they're involved in.
Of course it's possible that this story is just told badly and the SVP already knew the technical details, in which case the blog post is a bit misleading.
> I need them to tell me what we're going to change, and it needs to be a BIG systemic change, not minutiae, which is where many engineers thrive.
How can one know if the engineers' proposed "BIG systemic change" is appropriate and complete, without knowing the details of the problem it is addressing?
> Of course it's possible that this story is just told badly and the SVP already knew the technical details, in which case the blog post is a bit misleading.
I don't think it's necessarily misleading; it's just reminding folks that senior leaders have a different perspective than those below them and tailoring your message to the audience is important.
In this case of this, it was a reminder that while it's easy to believe the SVP is being dismissive, that's not the case at all. Instead, they want systems-oriented decisioning, not detail-oriented.
If anything, this was the SVP helping to grow the leaders under him by forcing them to think at the levels required to interact w/the rest of the organization.
> How can you know if their "big change" is appropriate and good without knowing the details of the problem the change is addressing?
I'm a Senior Director leading three teams of engineering and science resources. I hired smart and capable people. Why should I, as a SrD be a technical bottleneck?
If execs demand a big change every time something goes wrong, they will demoralize everyone working for them, and probably waste a lot of money.
Most of the time, operational failures are either the result of a new feature being sent off without enough testing, or a dozen small failures lining up to remove resilience. Big changes without well-thought out plans primarily serve to stoke executive egos.
“Trust” is usually bounded. I trust my elementary aged son to get dressed for school without supervision. That doesn’t mean I trust him to start a campfire without supervision. A chef might trust that their new employee is a hard worker and well intentioned. That doesn’t mean they also trust them to create and serve original dishes.
Here you are recasting “I trust that, despite the bad outcome, everyone’s actions here were reasonable” as “I trust that you are going to solve this fully without my guidance”. The fact that the word “trust” appears in both of these statements does not make them equivalent. Trusting that people are capable and well intentioned does not mean trusting that they will accomplish the same thing without you.
If I trust you know what happened, and trust you to know what to do so it doesn’t happen again, why do I need to know? And how will I know (and endorse) your decision if I don’t know what happened?
Not wanting to know the details is a red flag. Sometimes the process of expressing the details can reveal things that were unknown by one or both parties, leading to improved processes. The only acceptable exception would be "Let me explain. No, there is too much. Let me sum up."
Also, not every IC or EM has the same skills and experience. There may be certain categories of work that you can be 100% hands-off and trust them to just do it, and others where you really need to understand bottom-up. Part of being an eng leader is to know when to insert yourself and when to "trust the process".
They trust your ability to do a root cause analysis. They don’t trust that you feel empowered to do anything about it, so they are verifying that you actually do.
Leadership still holds engineers accountable. And for that, they need to know the plan. Leaders are also held accountable, so again, they need to know the plan.
Interesting. At our org we always do both. Root cause, what are we changing. I assumed that was standard practice.
If you just explain what happened and why, that's fine but...how are you going to make sure it doesn't happen again?
The problem I found more vexing as a manager was: how can you prevent this KIND of problem from occurring?
I'd have someone on my team make a technical error and xyz wouldn't work. Wed talk thru it, and they wouldn't make that exact mistake again. But there's literally 10k things that can go wrong in our system, so then a related mistake would happen later.
What they needed was improved pattern recognition vs if this / then that which comes from post mortems.
One thing that's often left out that tends to grind organizations to a halt is that continuous improvement processes tend to be additive.
You always add rules, and alerts, and so on. You need to revisit existing processes to and see what can be removed or replaced.
My other nit with these is a term that's abused a lot "Root Cause", most complex issues have many contributing factors, not a single root cause, and if you force the teams to find one, they will.
I dislike RCA (Root Cause Analysis) it puts you in the wrong mindset, CFA would be better (Contributing Factor Analysis).
I suspect the author still misunderstands the SVP. If I were the SVP of engineering saying this to someone, especially someone who is in a non-core engineering role like product, I probably recognize that they have a tendency to verbally spew and I want them to focus on the risk mitigation and response plan. I’ve already talked to my engineering leader because they informed me immediately, and I’ve already read the incident details.
But also the post reads like it comes from an inexperienced/immature service org, so maybe they’re just sorting their operational response process out.
I think that's a problem domain in itself. Identify when failures that occur even when skilled people doing their jobs properly, adjust the environment so that they no longer happen.
It is understandably a completely different task compared to what those skilled people are specialised to do. You probably need a dedicated role to do it.
Perhaps you could call them a manager. Their job is to see the multiple parts of the system. They should ask for the Details of what happened so they can determine why the problem occurred.
Consider one of the problems listed in the article
>"The alert fired, but the on-call engineer had already dealt with twenty low-value alerts that evening".
The engineer can say they were busy, they didn't see the alert, that they are swamped with things they think are low-value. Someone else can say the alert fired. Each person involved may have their own perspective, with different ideas as to what the problem actually is.
It's easy when you see problem described in terms of what the solution is. Someone needs to figure that out, to do that they need the details.
This is similar to the approach in healthcare, at least my experience in pharmacy.
When an error occurs we find the root cause but in 99% of cases a change to the environment/process is required to avoid it in the future.
Humans are all imperfect, their competence will change hour to hour let alone day to day. But you can control a system and put checks in place (admittedly a human can still do the process wrong, but then you need to think how the process can be clearer).
No-blame culture is very effective at providing an open environment to share mistakes, learn, but most importantly avoid reoccurance.
The important part is the action items are assigned an owner and executed.
I’ve done plenty of postmortems and many meetings where we go through the motions but “leadership” does not assign and address follow-ups. Most organizations pay lip service to reliability.
An SVP of engineering should care about the details, this is the essence of leadership. When you don’t care about the details you are just a manager and worthless i.e. you should be replaced with a leader.
This is a really really smart SVP. The answer to “how do we prevent this in the future” is to identify decisions that reduce that problem from happening again. This doesn’t have to be perfect. You can say “we are going to do X next time” and also say “but we don’t know how far X will work”. When the failure happens again, you can retire process X and move on to Y. The aim is to make a series of decisions that eventually get to the heart of the issue.
Everything else is a conversation that takes up space on a post-mortem or runbook.
Organizations don’t choose whether or not to ask questions. People do. The behavior of an organization is the sum of the actions of the people in it. If you are a member of an organization, and you ask ‘how do we prevent this from happening again?’ Guess what? The organization just learned how to ask that question.
Now it just needs to learn how to answer it, and act on the answer.. but step one seems solvable.
Love this idea; won't go over well at all with the other accountants I work with. MY CFO doesn't like graphs because they "hide too many details' and insists on everything presented to her being in a table. MY VP pulls out a calculator and re-does the math on tables in decks by hand to help him 'understand'.
A lot of leaders like to hide in the details because the bigger picture is a harder problem.
> At first I thought "I don't want the details" sounded dismissive.
Well that is because it was delivered by someone who was, in fact, being dismissive!
If they want to know what "we are changing" but don't want to know any detail as to why, even presented at an appropriate level, they are probably looking for you to take all the risk of the decision and they are dismissing your need to have the necessary informed consent for it to become the we.
Now, if you're presenting that information at a level of detail that is truly irrelevant or deep, that is your problem to fix. But otherwise be very wary of this pattern of communication.
If you have not seen it, watch Margin Call. When you get to the boardroom scene you'll see this play out, but you will also see the (pretty rapacious, direct) boss understand properly that the information he is getting from a low ranking employee is nevertheless his problem to understand; he knows where he is in the we.
Jared Cohen: Mr. Tuld, as I mentioned earlier, if you compare the figure at the top of page 13 --
Tuld: Jared, it's a little early for all that. Just speak to me in plain English.
Cohen: Okay --
Tuld: In fact, I'd like to speak to the guy who put this together. Mr. Sullivan, is it? Does he speak English?
Cohen: Sir?
Tuld: I'd like to speak with the analyst who seems to have stumbled across this mess.
Cohen: Certainly. That would be Peter Sullivan. Right here.
Tuld: Oh, Mr. Sullivan, you're here. Good morning. Maybe you could tell me what you think is going on here. And please, speak as you might to a young child or a golden retriever. It wasn't brains that got me here. I can assure you of that.
Peter Sullivan: Well, uh...sir, as you may or may not know, I work, here, for Mr. Rogers as an associate in the Risk Assessment and Management Office at MBS.
Tuld: Please. Just relax. Stand up. Tell us in a clear voice -- what is the nature of the problem?
I have been in rooms where it played out at least something like this, and I've been able to leave them without feeling like I was being shafted.
And I've been in rooms with people who don't want to know the details but just want to know what "we" are going to fix — those guys have never been as good to work for. If they say "we" but leave you with the impression they may mean "you", it's bad.
If the person who is charged with resolving the issue is capable, there's no point in a senior manager knowing the details outside of professional curiosity.
We call this incident postmortem, part of a company process. After serious problems and firefighting, when the patches and hacks and people working 24 hour and it admins wake on a Sunday morning to do work, we sit down and try to figure out how this will _never_ happen again.
If you don’t know what happened how would you be able to tell if the changes are addressing the problem? If you don’t care about the problem being addressed why jump in a call in the first place?
Learned this doing incident reviews. If the exec asks for details it usually means they don't believe you yet, so "skip to what changes" is actually the good outcome.
I would not have said that. I would have asked for the details and tried to find the gaps because, almost always, something could have been done. Then the question is how much risk reduction are you willing to pay for.
Presumably the SVP joined the meeting because the incident was significant. The team can present the options but the executive may need to make a judgement call, and he can't do that responsibly if turns his brain off. For instance, what if it happened due to things falling into the cracks between teams, possibly indicating poor org design, or to understaffing? Such things are the responsibility of management.
The quote box at the start of the article is the essence of it, the rest is AI-speak dressing it up.
TLDR:
Some outage causes a meeting with an SVP. SVP preempts the discussion with the following:
“I know that if we get into the details, the reasons will be perfectly reasonable. You'll explain what happened, I'll understand why everyone made the decisions they made, and I'll empathise with you.
Then it'll happen again.
So I don't want the details. I want to know what we're changing.”
Something about this feels wrong:
- If you trust them completely, you don't need to know what happens next either. Just trust them to do the right things, your leadership isn't required.
- If you don't trust them completely, how can you know if "what happens next" is appropriate without knowing the details?
Isn't this just reinforcing the idea that leadership doesn't need to have their feet on the ground?
The best leaders I've worked with were paying attention to things from the bottom-up as well as top-down.
> If you trust them completely, you don't need to know what happens next either. Just trust them to do the right things, your leadership isn't required.
> The best leaders I've worked with were paying attention to things from the bottom-up as well as top-down.
These two statements are at odds. You first assuming that lack of trust would be the only reason he needs to know what happens next, then go on to outline another reason he and the larger organization would both benefit from knowing more.
It's not just about trust. It's about knowing what your team is up to so you can provide them the resources necessary while also working to remove any obstacles in their way so they can get shit done. That's what good management does, it's just rare to see in low-trust organizations that treat everyone like a cog to be micromanaged because no one trusts anyone to get shit done of their own accord for whatever reason.
That makes sense - I don't know if that's what the blog post was implying though. Ironically, this blog post could probably benefit from a few more details about what the meeting was supposed to achieve :)
I think its entirely contextual as to what the size of the org is and the scope of the projects. At a startup an "executive" or VP would legitimately be able to be working side by side with everyone else, or hearing about the ground level operations, but just by nature of the role being SVP I imagine this is a large enough company that this is no longer the case. At a certain point that becomes somebody else's job that is much closer to the team at hand.
The role entirely morphs and their job becomes to enable teams, get blockers out of the way, fast track or assist things like permissions/processes, shoot down ideas that legitimately don't add business value or are not worth wasting existing engineering effort on.
And I imagine in this scenario the point wasn't for the executive to literally hear what happens next, it was to ensure the proper steps are being taken and make sure "somebody" is handling the what happens next part of things, and so they can report up through the chain or delegate tasks for exactly that "what happens next" task.
- We’ll just fire joe - Ok cool
I agree with the parent comment. You need SOME level of detail, otherwise your decision might as well be a guess.
"You did the right things and met the goals we set, but we hit a problem and we all agree it shouldn't happen again. Let's talk about what needs to change to address this."
If I have a handle on things from bottom-up to top-down, I don't need them to rehash weed-level technical and specific details. I need them to tell me what we're going to change, and it needs to be a BIG systemic change, not minutiae, which is where many engineers thrive.
I should have been clearer.
When I said that good leaders pay attention to things from the bottom-up, that doesn't mean they always know everything needed for any discussion. It just means they are able and keen to understand the low-level details when they matter, because they routinely look at such details in the projects that they're involved in.
Of course it's possible that this story is just told badly and the SVP already knew the technical details, in which case the blog post is a bit misleading.
> I need them to tell me what we're going to change, and it needs to be a BIG systemic change, not minutiae, which is where many engineers thrive.
How can one know if the engineers' proposed "BIG systemic change" is appropriate and complete, without knowing the details of the problem it is addressing?
I don't think it's necessarily misleading; it's just reminding folks that senior leaders have a different perspective than those below them and tailoring your message to the audience is important.
In this case of this, it was a reminder that while it's easy to believe the SVP is being dismissive, that's not the case at all. Instead, they want systems-oriented decisioning, not detail-oriented.
If anything, this was the SVP helping to grow the leaders under him by forcing them to think at the levels required to interact w/the rest of the organization.
> How can you know if their "big change" is appropriate and good without knowing the details of the problem the change is addressing?
I'm a Senior Director leading three teams of engineering and science resources. I hired smart and capable people. Why should I, as a SrD be a technical bottleneck?
Most of the time, operational failures are either the result of a new feature being sent off without enough testing, or a dozen small failures lining up to remove resilience. Big changes without well-thought out plans primarily serve to stoke executive egos.
Here you are recasting “I trust that, despite the bad outcome, everyone’s actions here were reasonable” as “I trust that you are going to solve this fully without my guidance”. The fact that the word “trust” appears in both of these statements does not make them equivalent. Trusting that people are capable and well intentioned does not mean trusting that they will accomplish the same thing without you.
If I trust you know what happened, and trust you to know what to do so it doesn’t happen again, why do I need to know? And how will I know (and endorse) your decision if I don’t know what happened?
It seems weird.
If you just explain what happened and why, that's fine but...how are you going to make sure it doesn't happen again?
The problem I found more vexing as a manager was: how can you prevent this KIND of problem from occurring?
I'd have someone on my team make a technical error and xyz wouldn't work. Wed talk thru it, and they wouldn't make that exact mistake again. But there's literally 10k things that can go wrong in our system, so then a related mistake would happen later.
What they needed was improved pattern recognition vs if this / then that which comes from post mortems.
You always add rules, and alerts, and so on. You need to revisit existing processes to and see what can be removed or replaced.
My other nit with these is a term that's abused a lot "Root Cause", most complex issues have many contributing factors, not a single root cause, and if you force the teams to find one, they will.
I dislike RCA (Root Cause Analysis) it puts you in the wrong mindset, CFA would be better (Contributing Factor Analysis).
But also the post reads like it comes from an inexperienced/immature service org, so maybe they’re just sorting their operational response process out.
People need to tell their stories. They need to be heard and have their work and its difficulty respected.
That's what went wrong. Everything else is an abuse victim rationalizing their abuse.
It is understandably a completely different task compared to what those skilled people are specialised to do. You probably need a dedicated role to do it.
Perhaps you could call them a manager. Their job is to see the multiple parts of the system. They should ask for the Details of what happened so they can determine why the problem occurred.
Consider one of the problems listed in the article
>"The alert fired, but the on-call engineer had already dealt with twenty low-value alerts that evening".
The engineer can say they were busy, they didn't see the alert, that they are swamped with things they think are low-value. Someone else can say the alert fired. Each person involved may have their own perspective, with different ideas as to what the problem actually is.
It's easy when you see problem described in terms of what the solution is. Someone needs to figure that out, to do that they need the details.
Good article write-up, I didn't need to read more than one paragraph to get all the information from the whole page.
When an error occurs we find the root cause but in 99% of cases a change to the environment/process is required to avoid it in the future.
Humans are all imperfect, their competence will change hour to hour let alone day to day. But you can control a system and put checks in place (admittedly a human can still do the process wrong, but then you need to think how the process can be clearer).
No-blame culture is very effective at providing an open environment to share mistakes, learn, but most importantly avoid reoccurance.
1. timeline of events
2. impact
3. 5 whys — the details of how and why things happend
4. actionable items
I've never seen a post-mortem without actionable items.
I’ve done plenty of postmortems and many meetings where we go through the motions but “leadership” does not assign and address follow-ups. Most organizations pay lip service to reliability.
Everything else is a conversation that takes up space on a post-mortem or runbook.
Now it just needs to learn how to answer it, and act on the answer.. but step one seems solvable.
Maybe I'm a bit of a pollyana, but most places I worked had folks who cared and wanted to improve things.
Where are these places? It feels like they are hard to come by, and their hiring requirements can be highly competitive
A lot of leaders like to hide in the details because the bigger picture is a harder problem.
Well that is because it was delivered by someone who was, in fact, being dismissive!
If they want to know what "we are changing" but don't want to know any detail as to why, even presented at an appropriate level, they are probably looking for you to take all the risk of the decision and they are dismissing your need to have the necessary informed consent for it to become the we.
Now, if you're presenting that information at a level of detail that is truly irrelevant or deep, that is your problem to fix. But otherwise be very wary of this pattern of communication.
If you have not seen it, watch Margin Call. When you get to the boardroom scene you'll see this play out, but you will also see the (pretty rapacious, direct) boss understand properly that the information he is getting from a low ranking employee is nevertheless his problem to understand; he knows where he is in the we.
I have been in rooms where it played out at least something like this, and I've been able to leave them without feeling like I was being shafted.And I've been in rooms with people who don't want to know the details but just want to know what "we" are going to fix — those guys have never been as good to work for. If they say "we" but leave you with the impression they may mean "you", it's bad.
I'm not so sure this means "I trust you."
If you ask them, of course they will make up a bs story with their fake answer. The fact is that they fail the ablation test.
TLDR:
Some outage causes a meeting with an SVP. SVP preempts the discussion with the following:
“I know that if we get into the details, the reasons will be perfectly reasonable. You'll explain what happened, I'll understand why everyone made the decisions they made, and I'll empathise with you.
Then it'll happen again.
So I don't want the details. I want to know what we're changing.”