no bug left behind

The other day a colleague observed me wrangling some obscure firewall / ftp issue that came up for one of my clients. Once I had fixed the problem he proclaimed: “you really leave no bug behind”. I like that expression. It matches what I am trying to do with INTERDUBS. Actually so far each bug got fixed twenty four hours after it had been reported. Other feature wishes can take longer to get implemented: Some people had to wait months before they could create reels via drag and drop.

The ‘all bugs get fixed right away’ mantra has a huge benefit: Low support efforts. Actually I carefully evaluate each support call / email to see if the software / documentation could have helped with this. I sure don’t mind talking to my clients, but I agree with Don Norman that products need to designed so that they work with their users as well as they possibly can.

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