Your site will inevitably go down, and thanks to services like Twitter there's a good chance that all of your customers will find out about it. This presentation aims to help you turn that downtime into an opportunity to build trust with your users.
28. Why Failure Happens
Risk Homeostasis
Black Swan
Source: Amazon.com
Sunday, June 20, 2010
29. Why Failure Happens
Risk Homeostasis
Black Swan
Unknown unknowns
Source: http://www.apoliticus.com/wp-content/uploads/2009/01/6_21_080306_rumsfeld.jpg
Sunday, June 20, 2010
30. Why Failure Happens
Risk Homeostasis
Black Swan
Unknown unknowns
Change
Source: http://bozark.net/wordpress/wp-content/uploads/2008/09/barack_obama_change_fairey.jpg
Sunday, June 20, 2010
31. Why Failure Happens
Risk Homeostasis
Black Swan
Unknown unknowns
Change
Many small failures
Source: http://www.biojobblog.com/uploads/image/dominos.jpg
Sunday, June 20, 2010
32. Why Failure Happens
Risk Homeostasis
Black Swan
Unknown unknowns
Change
Many small failures
Humans
Source: http://www.librarian.net/talks/clc/CLC.key/SJ_Shoulder_Shrug.jpg
Sunday, June 20, 2010
35. Polisher
blocked
Not unusual
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
36. Polisher Moisture leaks into
blocked air system
Not unusual Not expected
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
37. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected Not good
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
38. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected
Backup disabled
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
39. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected
Backup disabled
Doh! Indicator blocked
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
40. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected
Backup disabled
Doh! Indicator blocked
Dammit Relief valve broken
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
41. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected
Backup disabled
Doh! Indicator blocked
Dammit Relief valve broken
WTF Gauge broken
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
42. Polisher Moisture leaks into Flow of cold water
blocked air system stopped
Not unusual Not expected
Backup disabled
Doh! Indicator blocked
Dammit Relief valve broken
Meltdown Gauge broken
Source: http://www.gladwell.com/1996/1996_01_22_a_blowup.htm
Sunday, June 20, 2010
45. “accidental power failure”
Source: http://www.datacenterknowledge.com/archives/2010/06/16/power-failure-kos-intuit-sites-for-24-hours/
Sunday, June 20, 2010
46. “traffic accident damaged a nearby
utility transformer”
Source: http://www.datacenterknowledge.com/archives/2007/11/13/truck-crash-knocks-rackspace-offline/
Sunday, June 20, 2010
47. “unfortunate code change”
Source: http://www.datacenterknowledge.com/archives/2010/06/11/errant-code-change-crashes-10-million-blogs/
Sunday, June 20, 2010
49. “Unhappy customers may get some
attention, but unhappy networked
customers can quickly impact your
business”
-- Clay Shirky
Source: http://happenupon.files.wordpress.com/2009/02/technology-guru-clay-shir-001.jpg, http://scholarlykitchen.sspnet.org/2010/03/02/shirky-at-nfais-how-abundance-breaks-everything/
Sunday, June 20, 2010
63. Your site will fail
+
Downtime is bad
Sunday, June 20, 2010
64. Your site will fail
+
Downtime is bad
+
Everyone will find out
Sunday, June 20, 2010
65. Your site will fail
+
Downtime is bad
+
Everyone will find out
=
Screw it, I’ll become a
lumberjack
Source: http://sbadrinath.files.wordpress.com/2009/03/different26rqcu3.jpg
Sunday, June 20, 2010
66. “Embrace fear of outages and
degradation. Use it to guide your
architecture, your code, your
infrastructure. So lean into it.”
-- John Allspaw, VP Tech. Ops at Etsy
Sunday, June 20, 2010
67. Approach #2
Prepare for downtime
Sunday, June 20, 2010
68. Disclaimer:
Try hard to avoid downtime
Sunday, June 20, 2010
77. “The larger issue here isn't just that a portion of
Facebook's platform has gone down - numerous web
services have issues from time to time, including
everything from Gmail to Twitter. An outage of this
length, however, with no official communication
from the company itself is disturbing.”
-- N.Y. Times
Sunday, June 20, 2010
78. Facebook
Downtime Disturbing
Sunday, June 20, 2010
114. Upside of Downtime Framework 1.0
Life is good Oh crap That sucked
Time
Sunday, June 20, 2010
115. Upside of Downtime Framework 1.0
Prepare Communicate Explain
Time
Sunday, June 20, 2010
116. Upside of Downtime Framework 1.0
Prepare Communicate Explain
Time
Sunday, June 20, 2010
117. Upside of Downtime Framework 1.0
Prepare Communicate Explain
Time
Sunday, June 20, 2010
118. Upside of Downtime Framework 1.0
Prepare Communicate Explain
Time
Sunday, June 20, 2010
119. Prepare Communicate Explain
Sunday, June 20, 2010
120. Prepare Communicate Explain
1. Communication channel
Sunday, June 20, 2010
121. Prepare Communicate Explain
1. Communication channel
Something is Can’t tell if it’s I’ll assume it’s
wrong me or you you
You suck
Sunday, June 20, 2010
122. Prepare Communicate Explain
1. Communication channel
Something is Can’t tell if it’s I’ll assume it’s
wrong me or you you
Tell me when You suck a lot
I know it’s you
you’re back less
Sunday, June 20, 2010
131. Prepare Communicate Explain
1. Communication channel
Easy to find
Sunday, June 20, 2010
132. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Sunday, June 20, 2010
133. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Real-time / automated
Sunday, June 20, 2010
134. 7 keys for public health dashboards
1. Must show current status for each “service”
2. Data must be accurate and timely
3. Must be easy to find
4. Must provide details for events in real time
5. Provide historical uptime and performance data
6. Provide a way to be notified of status changes
7. Provide details on the data is gathered
Source: http://www.transparentuptime.com/2008/11/rules-for-successful-public-health.html
Sunday, June 20, 2010
135. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Real-time / automated
2. Process
Sunday, June 20, 2010
136. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Real-time / automated
2. Process
Authority
Sunday, June 20, 2010
137. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Real-time / automated
2. Process
Authority
Mean-Time-To-Communicate (MTTC)
Sunday, June 20, 2010
138. Prepare Communicate Explain
1. Communication channel
Easy to find
Hosted off-site
Real-time / automated
2. Process
Authority
Mean-Time-To-Communicate (MTTC)
On-call/drills/escalations/etc.
Sunday, June 20, 2010
140. Prepare Communicate Explain
1. Communicate
Sunday, June 20, 2010
141. Prepare Communicate Explain
1. Communicate
Use communication channel
Sunday, June 20, 2010
142. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Sunday, June 20, 2010
143. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Who/what is affected
Sunday, June 20, 2010
144. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Who/what is affected
When the incident started
Sunday, June 20, 2010
145. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Sunday, June 20, 2010
146. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Update regularly
Sunday, June 20, 2010
147. Prepare Communicate Explain
1. Communicate
Use communication channel
MTTC
Who/what is affected
When the incident started
ETA
Update regularly
2. Fix it!
Sunday, June 20, 2010
151. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Source: http://www.bureauofcommunication.com/compose/apology
Sunday, June 20, 2010
152. Prepare Communicate Explain
“We apologize for any
inconvenience this may
have caused”
Sunday, June 20, 2010
153. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Source: https://groups.google.com/group/google-appengine/browse_thread/thread/a7640a2743922dcf
Sunday, June 20, 2010
154. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Who/what was impacted
Source: http://techcrunch.com/2009/11/02/large-scale-downtime-at-rackspace-cloud/
Sunday, June 20, 2010
155. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Source: http://www.zendesk.com/2010/03/tuesday-double-whammy.html
Sunday, June 20, 2010
156. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
Source: http://graysky.org/2010/02/downtime-postmortem/
Sunday, June 20, 2010
157. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
Sunday, June 20, 2010
158. Prepare Communicate Explain
“I was completely overwhelmed by
the amount of positive feedback and
support I received.”
Sunday, June 20, 2010
159. Prepare Communicate Explain
1. Postmortem
Admit failure
Sound like a human
Start time and end time
Who/what was impacted
What went wrong
Lessons learned
2. Improve for the future
Sunday, June 20, 2010
160. Prepare Communicate Explain
“Google is not just saying sorry, they are
actually implementing serious changes which
probably represents millions of dollars of
development to help make sure this doesn't
happen again.”
Source: http://news.ycombinator.com/item?id=1168493
Sunday, June 20, 2010
161. Prepare Communicate Explain
Source: https://groups.google.com/group/google-appengine/browse_thread/thread/a7640a2743922dcf
Sunday, June 20, 2010
162. Prepare Communicate Explain
Be human
Sunday, June 20, 2010
163. Prepare Communicate Explain
Be authentic
Sunday, June 20, 2010
164. Prepare Communicate Explain
Be transparent
Sunday, June 20, 2010
165. Prepare Communicate Explain
Accept responsibility
Sunday, June 20, 2010
166. Prepare Communicate Explain
Learn and improve
Sunday, June 20, 2010
167. Prepare Communicate Explain
Trust
Sunday, June 20, 2010
168. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
169. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Be Prepared + Be Transparent + Be Human
Sunday, June 20, 2010
170. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Be Prepared + Be Transparent + Be Human =
Sunday, June 20, 2010
Trust
171. Disclaimer:
Don’t screw up too often
Sunday, June 20, 2010
175. Downtime Prisoner’s Dilemma
Transparent Not Transparent
Caught Big Loss
Not
Caught Win
Sunday, June 20, 2010
176. Downtime Prisoner’s Dilemma
Transparent Not Transparent
Caught Big Win Big Loss
Not
Caught Win
Sunday, June 20, 2010
177. Downtime Prisoner’s Dilemma
Transparent Not Transparent
Caught Big Win Big Loss
Not
Caught Win Win
Sunday, June 20, 2010
178. Downtime Prisoner’s Dilemma
Transparent Not Transparent
Caught Big Win Big Loss
Not
Caught Win Win
Sunday, June 20, 2010
179. Benefits
Gain trust
Reduce churn, increase loyalty
Reduce support costs
Ability to control the message
Competitive advantage
More time to focus on the actual problem
Reduce stress
Sunday, June 20, 2010
182. Keys to Adoption
Getting past a culture of “hide the problem”
Sunday, June 20, 2010
183. Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Sunday, June 20, 2010
184. Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Sunday, June 20, 2010
185. Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Pain
Sunday, June 20, 2010
186. Keys to Adoption
Getting past a culture of “hide the problem”
Overriding commitment to want to improve
Available resources to improve
Pain
Buy-in
Sunday, June 20, 2010
187. Product
Management
Support
Engineering/
Operations
Sales/
Marketing
Sunday, June 20, 2010
188. Product Default: Lets wait for complaints
Management
Support
Engineering/
Operations
Sales/
Marketing
Sunday, June 20, 2010
189. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Support
Engineering/
Operations
Sales/
Marketing
Sunday, June 20, 2010
190. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Engineering/
Operations
Sales/
Marketing
Sunday, June 20, 2010
191. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/
Operations
Sales/
Marketing
Sunday, June 20, 2010
192. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/ Default: Don’t want to look bad
Operations
Sales/
Marketing
Sunday, June 20, 2010
193. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/ Default: Don’t want to look bad
Operations Reality: Opportunity to learn/improve
Sales/
Marketing
Sunday, June 20, 2010
194. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/ Default: Don’t want to look bad
Operations Reality: Opportunity to learn/improve
Sales/ Default: I don’t want my customers to know
Marketing
Sunday, June 20, 2010
195. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/ Default: Don’t want to look bad
Operations Reality: Opportunity to learn/improve
Sales/ Default: I don’t want my customers to know
Marketing Reality: They’ll find out, better from us
Sunday, June 20, 2010
196. Product Default: Lets wait for complaints
Management Reality: Proactiveness => Forgiveness
Default: Too much work
Support
Reality: More upfront, less when it matters
Engineering/ Default: Don’t want to look bad
Operations Reality: Opportunity to learn/improve
Sales/ Default: I don’t want my customers to know
Marketing Reality: They’ll find out, better from us
Sunday, June 20, 2010
199. Your site
will still fail!
Sunday, June 20, 2010
200. “The measure of a society is how
well it transforms pain and suffering
into something worthwhile.”
-- Fredrick Nietzsche
Sunday, June 20, 2010
201. “The measure of a company is how
well it transforms pain of downtime
into something worthwhile.”
-- Lenny Rachitsky
Source: Original quote inspired by Fredrick Nietzsche
Sunday, June 20, 2010
202. Bare minimum:
Register a Twitter account
Sunday, June 20, 2010
203. Thank You
Slides: http://bit.ly/upside-of-downtime
Lenny Rachitsky
@lennysan
http://www.transparentuptime.com/
Webmetrics/Neustar
@webmetrics
http://www.webmetrics.com/
Sunday, June 20, 2010
207. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
208. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
209. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
210. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
"Unlikely that an accidental surface or subsurface
oil spill would occur from the proposed activities"
-- Exploration and environmental impact plan
Source: http://en.wikipedia.org/wiki/Deepwater_Horizon_drilling_rig_explosion
Sunday, June 20, 2010
211. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
212. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
213. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
214. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
215. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
216. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
217. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
218. Upside of Downtime Framework 1.0
Prepare Communicate Explain
1. Communication channel 1. Communicate 1. Post-mortem
- Easy to find - Use channel - Admit failure
- Off-site - M.T.T.C. - Sound like a human
- Real-time - Who/what affected - Start time and end time
- When started - Who/what was impacted
2. Process - ETA to resolution - What went wrong
- Give authority - Update regularly - Lessons learned
- M.T.T.C.
- On-call/escalations 2. Fix it! 2. Learn and improve
Sunday, June 20, 2010
219. “Be not afraid of transparency;
some are born transparent,
some achieve transparency,
and others have transparency
thrust upon them.”
-- Burrowed from William Shakespeare
Sunday, June 20, 2010
221. Making change
1. Find the bright spots - (this presentation has a bunch)
Sunday, June 20, 2010
222. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
Sunday, June 20, 2010
223. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
Sunday, June 20, 2010
224. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
Sunday, June 20, 2010
225. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
Sunday, June 20, 2010
226. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
Sunday, June 20, 2010
227. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
Sunday, June 20, 2010
228. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
8. Build habits - (build process organically)
Sunday, June 20, 2010
229. Making change
1. Find the bright spots - (this presentation has a bunch)
2. Script the critical moves - (framework)
3. Point to the destination - (W.W.G.D.)
4. Find the feeling - (how would you feel?)
5. Shrink the change - (start small)
6. Grow your people - (everyone is learning as they go)
7. Tweak the environment - (create a simple process)
8. Build habits - (build process organically)
9. Rally the herd - (get buy in, rest will follow)
Sunday, June 20, 2010