Category: Blog

Nicereply Podcast Interview

Craig Stoss and the folks at Nicereply had me on their podcast to talk about how we hire in support at Automattic. The episode’s a nice, focused 20-minute conversation about our hiring approach and philosophy. I’m a big fan of these short, specific podcast conversations; not everything has to be 60+ minutes!

One of our quirkier (yet highly effective!) practices is text interviews, which I wrote about earlier this year. Craig and I talk about that and more. If you’re interested in distributed teams, hiring practices, or any mix of the two, give the episode a listen.

And, of course, Automattic’s actively hiring in all manner of roles.

Reading Notes: March 2021

Each month’s reading leaves me with scattered notes that don’t quite, by themselves, make up a blog post. I hope to gather these and give them some sort of shape as a thinking out loud exercise.

In March I read 8 books, from young adult fiction to academic history (which is pretty typical for my eclectic tastes). I find genre shifts help me stay more engaged and read with closer attention (though it could just be I’m easily distracted by new avenues of thought). I keep my reading list up to date in case you’re curious for the full list.


One thin, practical book I tried to absorb as much as possible was How to Take Smart Notes by Sönke Ahrens.

Ahrens’ premise is that notes are the starting point for writing and it’s through writing that we learn. The system he describes draws from the work of Niklas Luhmann, a German sociologist who wrote at a prolific pace. The basic idea is to write short, individual notes, review them daily, and file them into a system (analog or digital) that creates connections between notes. Those connections help us deepen our understanding and explore topics in greater depth.

This inverts the typical writing process, or at least how it’s taught. Instead of starting with a topic and constructing a reading list and questions from there, you start with reading and out of that generate topics and questions to explore. If you do this well you shift from not knowing what to write about to having too many topics to choose from.

Ahrens’ also suggests that writing creates distance between us and a book. He describes how this distance is required in order to think about an argument instead of just within that argument. Notes and the writing they lead to become not a record of our thought but our thinking itself.

It’s a book I wish I read while still in college. Even outside an academic context, though, I found it valuable and have been tinkering with Obsidian to see how I can implement its core ideas.


In a different genre, Lloyd Alexander’s Westmark trilogy is a delightful set of books. His Chronicles of Prydain holds fond childhood memories. But, somehow, I never got to Westmark.

What I find so enjoyable about the series is its constrained ambition. It’s not a story of existential struggle for humanity; it’s just fun, with well-developed characters and a concise plot. The trilogy has this lightheartedness that lets you enjoy its world for a moment.


I also read two in-depth history books: David Abulafia’s The Great Sea and Peter Turchin’s War and Peace and War. It’s fun to pick up small anecdotes within these larger histories. I often imagine the author’s joy at unearthing some obscure, humorous detail in their research.

The Great Sea is a history of the Mediterranean through what took place on its seas. Among impeccable research and detail is this gem:

In 1599 the Venetians were so exasperated by the Uskoks that they sent a cargo of poisoned wine into Uskok-infested waters, let it be captured, and hoped to hear that the Uskoks had all died from drinking it. Since they remained full of life, however, the ruse obviously failed.1

Imagine being assigned to crew that ship. You wonder what happened to all the poisoned wine and what Uskok conversations were like as they headed back to port.

Or, from War and Peace and War, there’s this description of Elizabeth I’s creative taxation (slash rebellion suppression) system:

When one of her subjects became too wealthy, she invited herself to his castle along with her whole court. After some weeks of dining and wining the queen and hundreds of her followers, the unfortunate host was financially ruined for many years to come, and was too busy paying off his debts to contemplate rebellion.2

That sounds like a gentler approach than Elizabeth’s predecessors, Henry VII and Henry VIII, who would simply kill landowners who got too wealthy.


My reading lists3 remain a mess, but I did add 4 books in particular that I look forward to reading. Through The Long Now’s excellent Seminars About Long-term Thinking I found The Optimist’s Telescope and More From Less. Both Bina Venkataraman and Andrew McAfee gave excellent talks as part of the seminar series. And from Marginal Revolution I added Walter Isaacson’s The Code Breaker and Tom Zoellner’s Island on Fire, which covers an episode in Jamaica’s history that I know nothing about.

  1. Abulafia, David. The Great Sea. Oxford University Press, 2013, pg. 457.
  2. Turchin, Peter. War and Peace and War. Plume, 2007, pg. 272.
  3. Lists are one of the least-functional aspects of Amazon’s empire. They’re so basic and, at times, illogical it merits its own post.

2020 in Review

In 2018 and 2019 my annual recap focused on the books I read. Books still occupied a large space in 2020, but with so much change I wanted to widen the lens for a year-in-review.

The year’s biggest change was a sharp drop in travel due to the pandemic. Over the last 3 years, annual work and personal travel spanned 80+ days and 75k+ miles. In 2020 I stayed in Portland from late February on, which was a welcome change. It’s my longest work travel gap in a decade.

Morning light coming into Sagrada Família.
Sagrada Família, from a trip in January.

Prior to the pandemic, 2020 was on pace to be an even busier year and January and February meant trips to Barcelona, California, Washington D.C., and India. Staying closer to home left more time for local activity, with hikes on Mt. Hood and Kings Mountain, along with salmon fishing on the Columbia. It was also nice to have more time for cooking, from pot roast to cinnamon rolls and cake.

This lack of travel meant vast amounts of time for reading as I read 103 books across 2020, which is about twice my pace in 2018 or 2019. Most of those were print copies, a change from last year’s Kindle focus. Without needing the portability of a Kindle my long-standing preference for print won out (though shelf space is a concern at this rate).

In fiction I particularly appreciated rereading books, which brought a sense of the familiar back into a strange year. Of new novels I read, Kim Stanley Robinson’s The Ministry for the Future was my favorite, partly because it’s the first science fiction book I’ve read that directly deals with a near future driven by climate change. It was also fun to read Jane Austen’s work, in part for the reminder that people led rich lives in comparatively simpler and more geographically-constrained times.

Of the non-fiction I read, two books stood out. Chris Arnade’s Dignity is deeply compelling and uses a journalistic eye to bring moving stories of people to the forefront. If you add one book to your list I recommend Dignity. Bob Moesta’s Demand-Side Sales, which I shared notes from, is a clear handbook for how to keep the customer at the center of your company. I highly recommend it to anyone working in a for-profit business.

On this site I wrote more regularly about the craft of customer support and started a twice-monthly newsletter in late September. Posts go to both this blog and an email list, for which Buttondown provides just the right level of detail. I like the ability to add to my home on the open web and publish to a known group of readers. But it’s the act of writing and giving shape to ideas that I most enjoy.

2021 seems, more than most, like a year that will laugh at grand plans. My plans are simple: more reading, writing, and time close to home.

The calm of rereading

A list of books that you reread is like a clearing in the forest: a level, clean, well-lighted place where you set down your burdens and set up your home, your identity, your concerns, your continuity in a world that is at best indifferent, at worst malign.

L.E. Sissman1

Even in normal times, reading is my primary hobby. In the midst of a pandemic, with none of the usual work travel that a typical year involves, that’s even more the case. My time for reading has easily doubled and, as importantly, is no longer interrupted by timezone changes and long flights.

One of the most calming ways to spend that time has been to reread favorite novels. These are those enjoyable stories that I find easy to reside within. They don’t have to be profound works of Literature, just books that I connect with.

Rereading brings something familiar back into the day. You catch an echo of previous readings and past versions of yourself. As the poet quoted above notes, rereading provides a piece of understood continuity in a world that can be anything but.

James Hilton’s Lost Horizon is near the top of this list for me. Pretty much anything by Hermann Hesse is, too, though The Glass Bead Game remains a particular favorite. And Susan Cooper’s The Dark is Rising series held up unexpectedly well despite (or maybe because of?) a 20-something year gap from my last reading.2

If you’ve not read a favorite novel in years, pick it up again. Give your brain a break from the world and any desire to be productive, just let it fall back into a familiar story and pattern at a time when we lack those things.

  1. Poet (slash advertising executive) and winner of a Guggenheim Fellowship as quoted in Alan Jacobs’ The Pleasures of Reading in an Age of Distraction.
  2. Try to ignore the cover art on the current edition, which feels very non-canonical; such is the problem of locking the first edition you read in your mind as The Right Edition.

2019 in books

Building off of 2018’s more organized list of books, I logged each book I read over the course of 2019. It was a more reading-filled year in which I finished 72 books. A big part of that came from making more time for reading in my vacations; the early morning hours are just the perfect time for a cup of coffee and a book.

Most of that reading happened over a digital format. The new(er) Kindle Oasis from Amazon is a near-perfect device, at least for my habits, and its adjustable warm light is one of those instantaneous difference makers I can’t imagine going without. While I still prefer hard copy books the convenience, portability, and single-purpose nature of the Kindle win out for day-to-day reading.

My favorites on the nonfiction side were Alain de Botton’s Status Anxiety and The Goodness Paradox by Richard Wrangham. They’re very different reads as one is more philosophical and the other more popular science. Status Anxiety considers why, both historically and ideologically, we feel such a need to gain and compete for status (and all the anxiety that comes along with that). The Goodness Paradox is a fascinating look how humans exhibit extremely peaceful day-to-day relations alongside vicious forms of planned violence. The discussion of bonobo and chimpanzee behavior and habitat was one I found particularly worthwhile.

On the fiction side, my standout favorites were three Classics-related books: The Song of Achilles and Circe by Madeline Miller, and The Odyssey by Emily Wilson. Miller’s books are retellings of myths from Ancient Greece. She really masters the storyline in a way that makes them accessible even if you’re unfamiliar with the history. Wilson’s book is a new translation of the Homeric poem. While it’s all written in iambic pentameter she relies on a voice that makes Odysseus’ journey engaging and easy to follow.

There’s a lot from 2019’s reading that has stuck with me and, I hope, will continue to filter into my thinking. A 2020 personal goal is to get more of my reading notes into a public, online format. Over the course of a typical nonfiction book I’ll take a few thousand words of notes, but they sit in raw, local text files. There’s some sort of editorial process those need to go through, though, to be intelligible outside of my own brain.

My 2020 reading list is up and running. And as I figure out how to best share reading notes I’ll link to them from that page.

Kauai

Along the Maha'ulepu Heritage Trail.

We just got back from a week in Kauai, which is turning into an annual tradition for us. It’s such a relaxing place to be and with much of the island geared toward tourism it certainly makes vacations easy to plan.

The focus for this trip was getting open water certified for SCUBA diving, which I can now say I am. We went through the folks at Fathom Five, who I’d highly recommend if you’re looking to dive in Kauai. This was by far the most enjoyable training and certification I’ve ever done!

Other than the SCUBA course we didn’t get up to too much. A big part of each day was spent reading, more on that in a bit, and the main other activity was an afternoon hike along the Maha’ulepu Heritage Trail (pictured above). It’s an easy 4-mile roundtrip hike with just perfect scenery. Plus there’s a small farm at the end with giant land tortoises.

I also took an afternoon and put together a small WordPress plugin for keeping track of links and bookmarks. I’ve long-used Pinboard for this and used to share links directly here, too. But both solutions felt imperfect. The plugin is just a custom post type with a meta field that pipes into a separate feed. So far, so good.

On the reading front I worked my way through five books. I first wrapped up two that I’d had in-progress from before vacation: The Attention Merchants by Tim Wu and The Overstory by Richard Powers. The Overstory is one of the more thoughtful pieces of fiction I’ve read in recent memory. I then read Bruce Chatwin’s In Patagonia which is excellent, though difficult to describe. I wrapped up the week by tapping into my inner hermit and read two books on solitude: Hermits: The Insights of Solitude by Peter France and Solitude: A Return to the Self by Anthony Storr.

How to lose a customer, forever

Typically ease of use is something we think about when it comes to signing up for and beginning to use a service. I increasingly believe it’s the ease of use in leaving a service that has an equal impact on customer loyalty. The worse the experience of leaving is, the more your former customers will tell their friends not to even start.

Ultimately the cancellation experience should surpass, or at the very least meet, the signup experience in ease of use. Invert that relationship at your own risk because the harder it is to leave, the easier it is to decide to leave forever.

To illustrate this, let me recount my experience renting a small private office a few blocks from home. I toured the space on a weekday afternoon in February and decided to rent it on a month-to-month basis. 45 minutes after emailing the office manager I had everything signed and paid for.

On March 7th I was incorrectly billed an extra $15. On April 8th I was billed an extra $30. And again on May 8th I was billed an extra $30. On May 18th I got a refund for $45. But the remaining $30 was never refunded, despite multiple emails and in-person reminders.

Earlier this month I decided to switch back to working from home full-time. I emailed the office manager in the early afternoon on August 3rd, a Saturday. It will be 59 days later, on September 30th, that I will no longer be paying for an office I’ve not used since July.

There’s an asymmetry to the timeline of these transactions. I paid them thousands of dollars. They can’t be bothered to refund me $30. Signing up to pay them took an afternoon. Closing the account will take longer than it took to buy our apartment. And getting a refund is simply a lost cause (as is any inclination I have to ever use their services again).

There are parallels here to some of the more notorious customer experience complaints. I’m thinking of those companies with retention specialists, those that require you to pick up the phone to cancel a service you paid for online, that sort of thing.

We all know these companies. And when we do use them it’s more often due to the sheer lack of alternatives than it is out of loyalty. If you’re in a market where there are alternatives then you better pay attention to the ease with which customers can leave your service. If it’s an order of magnitude easier to signup than it is to leave then it’s only a matter of time before your customers have left for good.

Tokyo

Hamarikyu Gardens.

We spent 10 days on vacation last month in Tokyo and rather than try to sprint around Japan we decided to settle down in the center of the city and just relax for all 10 days. Turned out that was a great decision as we loved the slow pace staying in one place allowed for.

The highlight was really the sheer abundance of green spaces within the city. For such a densely packed metropolis it was refreshing to be able to also wander through so many gardens and parks. We also spent a good bit of time in various art museums. The very approachable Nezu was great, and includes an incredible garden down the hillside in back.

And as usual I brought half a suitcase of books with me. The list for this trip was Seneca’s On the Shortness of Life, Viktor Frankl’s Man’s Search For Meaning, Thomas Merton’s Thoughts in Solitude, William Irvine’s On Desire, Jenny Odell’s How to Do Nothing, and Justin Vaïsse’s biography of Zbigniew Brzezinski.

2018 in books

Last year was the first year in which I kept a more organized list of what I read. I had a loose goal to read a book a week and ended the year having read 48 books. Given that a few of the books were significantly denser academic ones I consider that close enough.

The two best work books I read were Management Lessons from Mayo Clinic and Freedom from Command and Control.

Management Lessons from Mayo Clinic is an in-depth look at how Mayo Clinic works and the service mentality that’s embedded within their operations. I posted some high-level notes over here. If you work in any kind of service team it’s a worthwhile read. It captures in a more structured and easy-to-name way some aspects of effective service that you likely already intuit.

Freedom from Command and Control covers how to apply ideas from Toyota’s production system to service teams of all types. John Seddon is a consultant and covers a bunch of case studies and models for how to evaluate service team performance. Reading it got my mind working more than any service industry book in recent memory. As an aside, it’s $50 on Amazon so I’d generally recommend reading it only if you can find it at a local library. The first two-thirds of the book are fantastic. The last third is more of a rant by Seddon against certain standards bodies.

On the fiction side of things my favorite reads were when I branched out from the science fiction I typically read. Pachinko, Into the Distance, and The Sympathizer were three great ones.

I also refreshed my main reading list to start logging things as I go through 2019. I have a vacation coming up over the next week and a half so that list will grow quite a bit by the end of the month.

Thinking in bets

As a kid I’d occasionally watch World Series of Poker events on ESPN. During the broadcast they’d show the percentage likelihood each player had for winning the hand. I remember thinking, “How in the world do players remember all of this information…”

It certainly didn’t occur to me that some of the betting strategies players applied would also be effective in the business world. That’s part of why I found Annie Duke’s Thinking in Bets a worthwhile read. Duke is a professional poker player and her book is a guide to making decisions within uncertain environments.

She views a bet as, essentially, a decision about an uncertain future. To make effective bets we have to learn how to separate outcome quality from decision quality. The quality of our decisions is all we’re able to control. Yet we tend to evaluate our decisions by their outcomes; if the outcome is good then we made a good decision. The problem is it doesn’t work that way. A bad outcome can stem from a logically sound and effective decision.

Duke doesn’t advocate that we try to change this cognitive tendency through willpower alone. She holds that our capacity for deliberative decision-making is already maxed out. Instead she frames it this way:

The challenge is not to change the way our brains operate but to figure out how to work within the limitations of the brains we already have. 1

A path toward better decisions is to leverage our competitive drive to change our routines. We can change the features by which we compare ourselves (e.g. work to be the best credit giver rather than work to receive the most credit).

If we approach the decisions we make as bets then we can explore alternative reasons for why a given outcome came to pass. If we dismiss another’s good outcome as simply luck then we close down opportunities to learn from their expertise and skill. And it’s those lessons that we can apply to our own decisions.

A big part of what helped Duke in her career was having a decision group to deconstruct and debug situations with. It’s the Mertonian values of such a group that matter most. As she writes:

As a rule of thumb, if we have an urge to leave out a detail because it makes us uncomfortable or requires even more clarification to explain away, those are exactly the details we must share. The mere fact of our hesitation and discomfort is a signal that such information may be critical to providing a complete and balanced account.2

  1. Thinking in Bets, pg. 14.
  2. Ibid, pg. 154.