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8. Community Management and Web Operations

Chapter 8. Community Management and Web Operations

Heather Champ

John Allspaw

RUNNING A LARGE AND POPULAR WEBSITE means you have a lot of people relying on your service to be fast and available, whenever they want it. If you’re lucky, they’ll form a community of people who will interact and relate to each other in all sorts of interesting and creative ways.

Web operations is usually thought of as a purely technical field, and for the most part, it is. But when your very technical service affects people’s lives (for better or worse), operations and engineering have to take human elements into consideration, and that requires a good deal of collaboration and communication. Failure and the response to failure are common concerns in this field, and there’s a uniquely human element to those topics that can make or break teams and products.


  

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