Trail of Brightness

We’re taking a morning walk along the waterfront and Noah looks out and says

Look there is a trail of brightness across the water!

Weekend Trip to PEI

The kids are here too, but Jen is sweeter than the ice cream. 

Looking back for an alternate path

You can’t change the past and I don’t believe it does any good to dwell on what ifs, or wishing you could go back and do things differently. That doesn’t stop me from occasionally thinking about where my life might be if I had made different choices at certain points in time, and then throwing these rambling thoughts down in a blog post.

In all honesty there is not much I would change if I had the chance. I’m very happy with where my life is right now. One thing I’ve been considering though is that, with the benefit of hindsight, I could have ended up at this same place except sooner.

There all kinds of mistakes and things I did when I was younger that put bumps in my road, or caused me to take wrong turns. The one that picks at me the most is the decision to go back to school to take Computer Science.

It’s not because I don’t see the value in the program or that I didn’t learn anything. In fact I really enjoyed my time at Acadia, the people I met, and I learned so much. The reason I regret it mainly is because where I ended up, and for how much of my degree I actually use, I didn’t need to go deep into debt in student loans to learn the skills and knowledge I now use in my career.

My time and money would have been much better spent buying and reading books specifically about web development. That is what I was really interested in and where I wanted to spend my career. Instead of writing command line Java programs I could have been building and experimenting with side projects or client work on my own.

At the time though all the local jobs with employers I thought would be good to work for wanted someone with a degree. Truly I didn’t even think about the possibility of working remotely at the time. Even though I was already doing it to an extent making websites for people I never met in person. It also didn’t occur that I would find a company where I really could make a career providing customer support. With those assumptions and narrow focus the logical route seemed to be to spend four years going to University.

After graduating I was able to sustain life being self employed doing web development for people. However I didn’t make it to a point where I was earning enough to repay my loans. For a number of years I deferred payments. This means there are still a lot of years I’ll be paying them back. Getting close to 40 years old and seeing the final date to having them paid so far away is a bit deflating.

This isn’t a complaint against student loans, I’m fully aware how fortunate I am that I was able to get loans, go to school, and then defer their payments afterwards. I’m just day dreaming about how I could have done it differently now that I have the benefit of looking back.

Even before I went back to school I was already on a path which could have led me to Automattic. My passion was in the web, I loved building things to help people, and helping people get a presence online. The whole while I was teaching myself how to do these things in my spare time. While building websites I came to a point where static html files weren’t the best way to do things and started looking at content management systems. Playing with things like WordPress and Joomla or Mambo at the time. In 2009 I signed up for a WordPress.com account, though I didn’t end up doing much with it for some time.

Later in 2010 I ended up hearing a Big Web Show podcast on 5by5 where Matt Mullenweg was interviewed. In it he talked about Automattic and in particular Happiness Engineers is what caught my attention. That was my first time starting to think that it could be a cool job, but put it out of my mind before looking into it because I was making money on my own. In that interview Matt also talked about a theory that the time was right for a product like WordPress to evolve and that if it wasn’t WordPress something else would have come along which met the needs of the web. My thought is that my career at Automattic is sort of like. A career like this, with a company like this, was needed in my life and we ended up connecting together.

If I hadn’t gone to University I could have learned a lot by myself in that same time frame and maybe when I heard that podcast I would have been more open to looking into working at Automattic. Then I could have been four years ahead in my career and without all the student loan debt.

Despite the regret I’m still just so thankful for having the life I do. With my family and career I really have nothing to complain about. Just in case my path wouldn’t have led me here without my going through University, than I’m even more grateful for my experiences I gained there and will try my best not to be so down on paying back the loans.

Evolving Support

For the past while I’ve been thinking a lot about what it means to provide awesome support. While there are many aspects to that question I believe at the most basic level is to ensure you are there. Make it so your users can reach you easily and in a timely manner.

The concept itself is fairly simple, but despite that there is a whole industry which has been constructed around work force and scheduling. In the past I haven’t seen the specialized software and people involved be able to properly cover support without having either a lot of down time or a queue of users waiting to contact support. This could very well be related to the companies I worked with, or call centers in general. I think the answer to the problem is much more straightforward, but that doesn’t mean it is easy.

Businesses are always changing, your users may change and their expectations will undoubtably change. What worked before isn’t always going to keep working. Support needs to stay flexible and be able to adapt in order to provide the best support. The same applies to scheduling.

At Automattic we’re pretty well known for having very flexible schedules. In The Year Without Pants by Scott Berkun the inside cover of the book mentions “There are no schedules, few meetings, and fewer rules.” That was likely the case when the company was smaller, but not 100% accurate today, especially in support. This quote from the book is more true though when it comes to schedules, “About a third of the company had children, and working remotely helped them manage the logistical challenges of raising children. Much like college students, they could be free to arrange their work schedules to fit their lives rather than constantly struggling with the pull of one against another.”

While we Happiness Engineers still get to choose our schedule to fit our lives, the reality in providing 24 hour support for our users dictates there is now a need for us to be flexible in when we choose to schedule ourselves. Even if it might not be our first choice for hours, if there is time which is under scheduled, we need to bend and fill in that area. Our job is to best support our users, so scheduling ourselves for best coverage is part of our jobs. We don’t ask anyone to work crazy hours, that is part of the benefit of having co-workers across the globe. For the most part we have people who are available to work in normal times for them which could be the middle of the night for me.

Our goal is to actually over staff our live chat coverage so that there is no queue and there is always a Happiness Engineer available. This goes along with what I mentioned earlier about call centers. If you overstaff it means there is down time. Luckily for us live chat isn’t the only way users contact us. So if chat is slow through communication and flexibility we can switch gears a little and reply to email tickets or help out in our public support forums.

This isn’t something we’ve perfected yet, but the goal we are working towards. It also isn’t the way things have always been done, but as our business evolves the way we approach and handle support has to move with it.

How to traumatize your child

Today I’m fairly certain I traumatized Caile. For the past few days she has not been feeling well. Picked up a bug which was going around.

Everyone else in the house has been busy and that left Caile and I at home alone. She relaxed and tried to get feeling better when I worked. She’s come along way and is feeling much better but we decided today would be the same.

A small glitch though. In the middle of the night I woke up with the same bug she had. So we hung out together being sick. 

While we were watching a movie I felt the urge and made my way out of the room. I was pretty weak and not feeling well as the next thing I knew I could hear Caile crying and asking me if I was alright. She was on the phone with Jen and very scared. Having made it to the bathroom I promptly passed out. It must have been a bit of time as Caile had run down two flights of stairs and then back up before I came to. 

She was pretty freaked out but after assuring both her and Jen I was ok she calmed down. I fee awful for putting her through that. I can only imagine finding your parent lying on the bathroom floor not answering you. Pretty sure my constant apologizing for the rest of the day might be annoying her though. 

Nova Scotia Summer

While most summers we take a trip away from home and away from Nova Scotia that is only small part. We still love Nova Scotia and spend lots of time finding things to do here as well. 

We have a really great Muesum system here. There are 28 sites as part of it across the Province. In years past we buy a family annual pass which allows us access to all of them. We haven’t done that this year so far but we may still. 

This year, in partnership with our also awesome library system, they are piloting a Culture Pass. It works like borrowing an eBook from the library. Each library group in the system have so many available and people can borrow one for the specified time and use it to have access to the museums!

Yesterday we tried to borrow one for the first time to go to one of the museums but they happened to be all taken. I have access to two library groups and one has. 200 passes available with 6 people waiting for each and the other had 100 with 2 people waiting for them. Even though j was a bit disappointed that I wasn’t going to be able to use the pass, it was also very exciting to see it getting so much use. Hopefully everyone borrowing them are visiting museums!

Our local library group also has a Summer Reading Club which I’ve written about before. The kids get to do activities and spend time reading to earn a pass to Upper Clemments Park. This makes another good day trip which we always enjoy as well. 

Today we are off on another day trip to do one of our favourite things and visit relaxing Nova Scotia Beach. Yesterday as part of your day we stopped at one as well. There are so many to choose from but today’s is one of our families top choices each year and we haven’t been yet. A few years back we started making a point of visiting new ones we hadn’t been to yet and I want to do that again soon. 

There are so many things to do and lots which don’t cost much or anything at all for families to do here. How are you spending your summer?

Alarm not working

Once again this morning my alarm seems not to be working. It did go off at 6:00 am but I was already up looking at this view. 


This is our last morning on Hampton Beach and I’m a bit sad. It means vacation is almost over, but I really enjoy this beach. So thankful we get to spend a bit more time here this morning before heading out. 

Boston Day

Yesterday we spent the day touring around Boston with our big clan.

We all met at the Charlestown Navy Yard so we could catch a short ferry ride across the harbor to get a great view of the city. We did this from Hingham last visit and everyone enjoyed it. This one was a lot shorter but also a lot cheaper as well. 

From there we walked up and hung out in the Boston Common and Public Gardens. Such a beautiful area. The frog pond is always a favourite so everyone can splash around a bit and get cool. From there we stopped and had a bit of a picnic lunch in the shade. 

Noah has an affection for swans ever since a few years ago a couple swam up into our yard at a cottage we were renting. This made taking the swan boat ride a much easier decision. It’s a nice relaxing way to get a view of some of the gardens and one of the best parts of my day. 

Later in the afternoon the kids long awaited visit to Legoland was on the schedule. It didn’t disappoint! They were thrilled to be running around playing with Lego and going on the couple rides there. The 4D movie theatre was a hit for some, but the falling rain and snow wasn’t for everyone. 

After a quick late dinner we headed to our next destination. We made it to our hotel on Hampton Beach not long before the fireworks show. It was a little chilly but worth it. The kids, and Jen and I, had no problem falling asleep. 

Terrible way to start the day

Last Minute Stop Idea