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<h1 class="mb-4 text-break">Unfucking Your Oncall Culture</h1>
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<p>On-call is where you learn more lessons about your company or your product than anywhere else, so you should make sure it doesn't suck.</p>
<p>We'll talk about the kinds of context that affect your unique oncall needs and results, and tools for persuasion if you need to change hearts and minds.</p>
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<div id="transcript" class="container py-4 transcript text-break">
<h2 class="mb-4">Transcript</h2>
<ol>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Charity Majors, CTO honeycomb.io @mipsytipsy Un..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_0.jpg">Charity Majors, CTO honeycomb.io @mipsytipsy Unfucking Your OnCall Culture</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Unfucking Your OnCall Culture (* not just for o..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_1.jpg">Unfucking Your OnCall Culture (* not just for ops) (**</a>
</h3>
not just for engineers) (*** not just for people who page or get paged)
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Things fall apart." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_2.jpg">Things fall apart.</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Know your power, own your power. Culture is not..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_3.jpg">Know your power, own your power. Culture is not designed</a>
</h3>
by managers, it grows out of shared experience
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture An emergent property of your cultural values. O..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_4.jpg">An emergent property of your cultural values. On-Call is:</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture How to fix it, once and for all: EXPERT" href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_5.jpg">How to fix it, once and for all: EXPERT</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture How to fix it, once and for all: Hahahahahahahah..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_6.jpg">How to fix it, once and for all: Hahahahahahahahahahaahaha</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Kind of like diabetes. On-Call is: If you’re a ..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_7.jpg">Kind of like diabetes. On-Call is: If you’re a manager</a>
</h3>
or team lead or senior engineer, you are personally responsible for tending the on-call experience. It is one of the most high-impact things you can do.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture CONTEXT." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_8.jpg">CONTEXT.</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture The overwhelming power of context • Company • T..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_9.jpg">The overwhelming power of context • Company • Team •</a>
</h3>
Pain • **YOU** (who are you? what formal and informal power do you possess? how much buy-in do you have?)
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture • Company size, maturity, expectations • Produc..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_10.jpg">• Company size, maturity, expectations • Product expectations/commitments • Time</a>
</h3>
horizon for your roadmap • What are your customers’ (reasonable) expectations? • Your tech stack. How many homegrown elements? • The size and structure of your eng teams • Distribution of skills, seniority of ICs Context: company
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture • How are your teams structured? • How much mut..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_11.jpg">• How are your teams structured? • How much mutual</a>
</h3>
respect and trust do you have? • How much specialization vs generalization? (Do you think you should have more or less of each?) • How quickly are you growing? • Why are you growing? (growth can be a pathology) Context: teams
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture “I’ll just hire more people” You probably can’t..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_12.jpg">“I’ll just hire more people” You probably can’t hire your</a>
</h3>
way out of this problem, and you definitely shouldn’t depend on it. Resource constraints are the best teacher. Embrace them.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Context is everything." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_13.jpg">Context is everything.</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Toolbox." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_14.jpg">Toolbox.</a>
</h3>
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Tools #1 Everyone plays • Participation in a ro..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_15.jpg">Tools #1 Everyone plays • Participation in a rotation is</a>
</h3>
table stakes • Drop them in the deep end on the second week • Buddy up. (I like trailing primary) • The most effective rotation size is 5-8 engineers • Everyone is a generalist at a young startup
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Tools #2 Tools for Persuasion • If you believe ..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_16.jpg">Tools #2 Tools for Persuasion • If you believe you</a>
</h3>
have no power, so will everyone else. • Don’t give a shit about getting credit. • Use your 1x1s to build consensus from behind. • Use “yes, and …” to gently shift perspective. • Every change is an experiment.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Tools #3 Focus on impact • Find the pain and wo..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_17.jpg">Tools #3 Focus on impact • Find the pain and</a>
</h3>
work backwards. • You need data to demonstrate impact. • Wrong docs are &lt; no docs. • Put docs in the alerts, LoC in query comments
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Tools #4 Managers • Drive consensus about the G..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_18.jpg">Tools #4 Managers • Drive consensus about the Glorious Future</a>
</h3>
• Monitor how often your team gets paged / woken up • Take yourself out of the main rotation (probably) • Pinch-hit when someone is tired or needs relief. • Call an all-hands strike team to knock out problems • Decide not to do things.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Tools #5 Digging out of a hole • Have two lanes..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_19.jpg">Tools #5 Digging out of a hole • Have two</a>
</h3>
lanes: one for wakeup alerts, and “other” • Nothing burns people out faster than flappy alerts • Lingering, non actionable alerts are a CRISIS. • Known alerts that linger for weeks are an EMERGENCY • Look for ways to auto remediate common alerts.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Where failures surface; your most powerful tool..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_20.jpg">Where failures surface; your most powerful tool for improvement. On-Call</a>
</h3>
is: Watch it intently. Center your roadmapping and planning and training around what you learn.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture Final thought: Operations engineering has a his..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_21.jpg">Final thought: Operations engineering has a history of being devalued</a>
</h3>
compared to other software engineering subgenres Why??
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture It is time for that shit to stop. No more heroe..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_22.jpg">It is time for that shit to stop. No more</a>
</h3>
heroes. No more martyrs.
</div>
</li>
<li class="mb-2">
<div class="slide-transcript">
<h3 class="fs-6 fw-normal">
<a title="Unfucking Your Oncall Culture On-call is your friend if you unfuck it &amp;lt;3 @mip..." href="https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/slide_23.jpg">On-call is your friend if you unfuck it &lt;3 @mipsytipsy</a>
</h3>
</div>
</li>
</ol>
</div>
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{"@context":"https://schema.org","@type":"PresentationDigitalDocument","name":"Unfucking Your Oncall Culture","description":"On-call is where you learn more lessons about your company or your product than anywhere else, so you should make sure it doesn't suck.\r\n\r\nWe'll talk about the kinds of context that affect your unique oncall needs and results, and tools for persuasion if you need to change hearts and minds.","url":"https://speakerdeck.com/charity/unfucking-your-oncall-culture","encodingFormat":"application/pdf","author":{"@type":"Person","name":"Charity Majors","url":"https://speakerdeck.com/charity"},"thumbnailUrl":"https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/preview_slide_0.jpg?6531729","educationalUse":"presentation","inLanguage":"en","keywords":"Technology","datePublished":"2016-07-01","dateModified":"2016-07-01","associatedMedia":{"@type":"MediaObject","contentUrl":"https://files.speakerdeck.com/presentations/71a7ef74c6e84e0f8c1beaa5e74db098/2016-06-29-humanops-unfucking-oncall.pdf","encodingFormat":"application/pdf"},"interactionStatistic":[{"@type":"InteractionCounter","interactionType":{"@type":"WatchAction"},"userInteractionCount":1742},{"@type":"InteractionCounter","interactionType":{"@type":"LikeAction"},"userInteractionCount":4}],"hasPart":[{"@type":"CreativeWork","position":1,"text":"Charity Majors, CTO honeycomb.io\n@mipsytipsy\nUnfucking Your OnCall Culture\n\f"},{"@type":"CreativeWork","position":2,"text":"Unfucking Your OnCall Culture\n(* not just for ops)\n(** not just for engineers)\n(*** not just for people who page or get paged)\n\f"},{"@type":"CreativeWork","position":3,"text":"Things fall apart.\n\f"},{"@type":"CreativeWork","position":4,"text":"Know your power, own your power.\nCulture is not designed by managers, it grows out of shared experience\n\f"},{"@type":"CreativeWork","position":5,"text":"An emergent property of your cultural values.\nOn-Call is:\n\f"},{"@type":"CreativeWork","position":6,"text":"How to fix it, once and for all:\nEXPERT\n\f"},{"@type":"CreativeWork","position":7,"text":"How to fix it, once and for all:\nHahahahahahahahahahaahaha\n\f"},{"@type":"CreativeWork","position":8,"text":"Kind of like diabetes.\nOn-Call is:\nIf you’re a manager or team lead or senior engineer,\nyou are personally responsible for tending the on-call experience.\nIt is one of the most high-impact things you can do.\n\f"},{"@type":"CreativeWork","position":9,"text":"CONTEXT.\n\f"},{"@type":"CreativeWork","position":10,"text":"The overwhelming power of context\n• Company\n• Team\n• Pain\n• **YOU**\n(who are you? what formal and informal\npower do you possess? how much buy-in\ndo you have?)\n\f"},{"@type":"CreativeWork","position":11,"text":"• Company size, maturity, expectations\n• Product expectations/commitments\n• Time horizon for your roadmap\n• What are your customers’ (reasonable) expectations?\n• Your tech stack. How many homegrown elements?\n• The size and structure of your eng teams\n• Distribution of skills, seniority of ICs\nContext: company\n\f"},{"@type":"CreativeWork","position":12,"text":"• How are your teams structured?\n• How much mutual respect and trust do you have?\n• How much specialization vs generalization? (Do you\nthink you should have more or less of each?)\n• How quickly are you growing?\n• Why are you growing? (growth can be a pathology)\nContext: teams\n\f"},{"@type":"CreativeWork","position":13,"text":"“I’ll just hire more people”\nYou probably can’t hire your way out of this problem,\nand you definitely shouldn’t depend on it.\nResource constraints are the best teacher. Embrace them.\n\f"},{"@type":"CreativeWork","position":14,"text":"Context is everything.\n\f"},{"@type":"CreativeWork","position":15,"text":"Toolbox.\n\f"},{"@type":"CreativeWork","position":16,"text":"Tools #1 Everyone plays\n• Participation in a rotation is table stakes\n• Drop them in the deep end on the second week\n• Buddy up. (I like trailing primary)\n• The most effective rotation size is 5-8 engineers\n• Everyone is a generalist at a young startup\n\f"},{"@type":"CreativeWork","position":17,"text":"Tools #2 Tools for Persuasion\n• If you believe you have no power, so will everyone else.\n• Don’t give a shit about getting credit.\n• Use your 1x1s to build consensus from behind.\n• Use “yes, and …” to gently shift perspective.\n• Every change is an experiment.\n\f"},{"@type":"CreativeWork","position":18,"text":"Tools #3 Focus on impact\n• Find the pain and work backwards.\n• You need data to demonstrate impact.\n• Wrong docs are \u003c no docs.\n• Put docs in the alerts, LoC in query comments\n\f"},{"@type":"CreativeWork","position":19,"text":"Tools #4 Managers\n• Drive consensus about the Glorious Future\n• Monitor how often your team gets paged / woken up\n• Take yourself out of the main rotation (probably)\n• Pinch-hit when someone is tired or needs relief.\n• Call an all-hands strike team to knock out problems\n• Decide not to do things.\n\f"},{"@type":"CreativeWork","position":20,"text":"Tools #5 Digging out of a hole\n• Have two lanes: one for wakeup alerts, and “other”\n• Nothing burns people out faster than flappy alerts\n• Lingering, non actionable alerts are a CRISIS.\n• Known alerts that linger for weeks are an EMERGENCY\n• Look for ways to auto remediate common alerts.\n\f"},{"@type":"CreativeWork","position":21,"text":"Where failures surface; your most powerful tool for improvement.\nOn-Call is:\nWatch it intently. Center your roadmapping and\nplanning and training around what you learn.\n\f"},{"@type":"CreativeWork","position":22,"text":"Final thought:\nOperations engineering has a history of being devalued\ncompared to other software engineering subgenres\nWhy??\n\f"},{"@type":"CreativeWork","position":23,"text":"It is time for that shit to stop.\nNo more heroes. No more martyrs.\n\f"},{"@type":"CreativeWork","position":24,"text":"On-call is your friend if you unfuck it \u003c3\n@mipsytipsy\n\f"}],"accessibilityFeature":["transcript"]}
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