Netscape’s Blake Ross mentioned over the weekend that he enjoys reading random user feedback regarding Netscape’s browser and filing bugs on the problems they report. He also said this:
I can’t really understand how other engineers are content to release a product and just move on without looking back.
I couldn’t agree more. I’m not an engineer solely because I enjoy programming. I like writing code, but what I like even more is the feeling when I can make someone’s computing experience that much better for them. As an engineer, the best way of doing that is to track what real users are saying and to be responsive in solving the problems that they’re having with the software that I work on.
That’s one of the things that I enjoyed most about being at Apple — reading through newsgroups and mailing lists, picking off the random messages about Java applets and applications not working as expected, and either filing bug reports or fixing the problem on my own. I didn’t just do that for developers on Apple’s
java-dev mailing list; I also read some of the comp.sys.mac.* newsgroups, where I could help users who don’t know Java from HTML.
I don’t get to interact with users like that today, because I’m at a company that isn’t nearly as open as Apple was and I work on a product that doesn’t really have much of a user community. I miss that experience, since that level of interaction provides a great way to feel like you’re making a difference.