On Being Open

7 Posts tagged with the open_source_community tag
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Over the years I have had somewhat mixed results reaching people with various points in my blogs. I usually work pretty hard to set the stage for a position I am about to take. In some cases, I have written an entire series of posts before coming to the main point. Not everything is easy to say. Not everything can be functionally decomposed into byte size morsels.

 

 

A recent example was a post I did over at TalkBMC. I tried to set up the framework of what I was looking at and why, but I came across some comments in another forum about my post and it was clear that I had not succeeded. At least not for the people inspired enough to respond in the forum. The comments were all over the place: Anywhere from "So What?"(which is fine: The subject was specific enough that if one was not affected the post was probably not interesting) to one like "What a loser, he spent all his time saying this and that". i wondered if they had read the post I had written at all. I went back and re-read it just to be sure. Nope. I had not said what they thought I had. Yet other people had gotten the point. How had that happened?. The ones with the negative reactions often focused on the bad things, ignored the caveats and background info, and reacted. That was just what pressed their buttons.

 

 

For some people, The feeling was I was calling their baby ugly. No.. More like:

 

 

"Hi. I like your car" I bet that gets good gas mileage. Hey, I also like your iPhone, the case you have, the headphones, your nifty hairstyle, awsome sunglasses, and those shoes you have on. Wherever did you get those? Whats up with the socks though?"

 

 

"Socks! Why do you hate on my socks? These are my favorite socks. There are two of them and they fit my feet and ... and.... and... what is so great about your socks anyway? Have to chase that person far to get them?"

 

 

When I think about all the open source projects out there, and even just the ones here that are related to monitoring and managing systems, I sometimes wonder at all the energy that has led people to go off into so many different directions to solve the same problems. Part of it is simply that there is more than one way to solve almost anything of course. I am pretty sure that another aspect is human emotional needs entering into and interferring with the other goals of what is otherwise supposed to be an inclusive project. There seems to be a common trajectory (or maybe small set of possible trajectories) to Open Source projects. and it looks something like this:

 

  • Someone gets an idea, or has a need and works to create a solution to it.

  • They want to share their idea / solution with others

  • If it catches on, sooner or later it hits critical mass and enough people are involved that they start to pull different ways. They may do this based on their own needs, their own ideas not being accepted by the core group, or suddenly thinking they have some advantage heading off in their own way. Schism. Division.

  • Soon there are multiple solutions to the same problem. There are probably good things about each one, and also probably problems with each approach.

  • Maturity is reached where things come back together. Or Interoperate. Or things start to die.

 

Here are three examples I am thinking of:

 

 

Compiz / Beryl: They split, and Compiz created Beryl in the same sense that certain greek gods used to be born, spring from the cracked skull of a parent. But now they are back together than Compis Fusion is the result. We all won on that one.

 

 

Gnome / KDE: They could not agree on a core tool set and they split, with Gnome springing from to propritary (at the time) clutches of Trolltech. They did not interoperate well at first, despite both being X applications. Later they came to a peace and found ways to let each others applications run inside their environments. Again we all won.

 

 

Evolution / KDE PIM: Evolution created the Connector. The Connector let one attach to MS Exchange. KDE updated to Kontact to do a similar trick, but stopped half way through development. Connector was open sourced, but KDE did not adopt any part of the Connector code. Kontact stayed in its half way state, while KDE focused on other things like look and feel and integration of KDE and a new major release of the desktop. No one won there. There is still only one native application way of getting at your calendar from Linux.

 

 

But I bet you could point at examples of the same thing inside of Open Systems management. What are they, and how do we head them off at the pass? How do we make sure we work together now?

 

 

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BarCampESM

Posted by Steve Carl Jan 24, 2008

The first ever BarCampESM has come and gone, and I have waited till now to post anything about it.

 

Part of that is that this was my first BarCamp ever of any kind. I have been thinking and mentally digesting what happened at the BarCampESM even, and trying to classify it.

 

Part of what I have been thinking about was “What part of what happened was 'BarCamp' and what part of it was ESM vendors / providers at any given technical conference”.

 

After some more thought I have decided one BarCamp does not give me enough context to actually know the answer to that one. I'll have to go to a few more BarCamps to know the answer to that one.

 

Why I was puzzling on that was to ask “Why would someone come to a BarCamp instead of a regular conference?”. Is there an advantage of some sort to the “Un-Conference”. I think the answer to that is easy, and is “Yes”. Here is why.

 

I have been to tons of technical conferences. SHARE, CMG, LinuxWorld, IT/360, BMC UserWorld, etc. The formal presentations are almost always useful, and the ability to mix up the tracks to create a customized education experience is valuable. But more valuable that that has always been th 'downtime' or 'whitespace' or whatever you want to call it around the sessions. The Q&A at the end. The talks in the halls. The talks over lunch or dinner with like-minded people. The opening up and sharing at a level one can not attain during a formal session.

 

BarCamp is that “down” time, except it is almost ALL that time. What takes some getting used to is that one has to be good on their feet. Impromptu presentations are the norm it would seem. By the end of the day, Heath Newburn got up to talk, and said that he had thrown away what he meant to talk about and instead wanted to talk about something else... and he had a brand new set of slides he had typed up while listening to others to go

with it.

 

This talk in turn developed into everyone sitting in a circle, and really “letting their hair down”. Part gripe session, part experience sharing, even Cote, who said at the beginning that he was there to observe ended up doing a fair amount of talking about what he had seen. For once, I was the quietest person in the room. No mean feat.

 

You can see the projects that this BarCamp kicked off elsewhere here on the OMC wiki. In his blog John Willis (http://www.johnmwillis.com/wp/barcamp/barcampesm-photos/) said that attendence was lower than he expected, but that it was a “can't miss event”

 

BarCampESM II should be very interesting indeed.

 

 

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The VW Beetle Principle

Posted by Steve Carl Jan 16, 2008

 

First off… I admit it. I totally made that principal up. I needed a sort of reverse (if dated) example as a counterpoint for Whurleys “Bugatti Principle” post over at TalkBMC from last year:

 

 

 

http://talk.bmc.com/blogs/blog-whurley/whurley/the-bugatti-principal

 

 

 

The VW beetle would seem to be the antithesis in most ways, at least in principle and concept, from the Bugatti Veyron. Not exclusive. Not fast. In fact designed to have the absolute minimum required and still be a workable car for the road of its day. I had a 1965 Beetle convertible with a 1200cc, 40 horsepower engine (which I admit I hacked. I “dropped in” actually shoved up a 1600cc, 67 horsepower engine to replace the original mill. It felt like a race car in first gear)

 

 

 

The car was not fast. It got fairly good mileage for the day (about 27 MPG: Ludicrous by todays standards). At about 65 miles per hour the shape of the car made it tend to want to lift off the road, and depending on wind direction 65 to 70 was all she would do. After that the wind resistance overcame the engine. The Beetle looked round but was about as aerodynamic as a brick. With its flat pan shaped bottom (the reason it actually would float for bit. I watched mine float till it sank during a hurricane once), and its arched body shape, it more strongly resembled a poorly shaped wing than a brick, but the principlel was the same. Its aerodynamic drag coefficient was .48, where a wall is 1.0, and a Hummer is .7.

 

 

 

Everything about the car was the minimum in late 1930’s-1940’s design. The heat for winters came from the finned exhaust pipes to the front two cylders of the flat four. Air was take from the cooling fan and diverted over these fins, and then into uber-hot but tiny floor vents. Once it was warmed up in the cabin, It was a pretty pleasant place to be in the winter, but it took forever to get warm. Plastic laid near the tiny vent would melt. I know.

 

 

 

There were two moderately comfortable seats, a speedo, an AM radio, a glove box, a 10 or so gallon fuel tank, a full size spare, four 15 inch, skinny tires, and windows that rolled up and down with hand cranks. As basic as the beetle was I suppose you could go even more basic and delete the radio and the heater and the roll up windows and still have a useable car, but it was pretty basic. Very close to the smallest and fewest parts a car could be and still be a car and not something else… like a tricycle or a motorcycle. And yes, some Beetles have been made into both of those.

 

 

 

The Beetle was the low cost leader in the US in the 1950’s and early 1960’s: they predated Datsun and Toyota and all that. British Leyland cars were anything but inexpensive, especially once you factored in the Lucas Electrics (Prince of Darkness) repair bill. I remember seeing ads in the paper when I was kid for 1900.00 USD for the sedan. 1960’s money. Adjusting for inflation that is about 12,000 USD now. That looks about right too: A 12k car in the US is at the most basic end of the market, even if it is technically a much better car: more fuel efficient, less pollution, more crashworthy, AM/FM radio….

 

 

Related to Systems Management?

 

 

 

The Beetle was as basic a car as it could pretty much be and still be a car. Factored into that were all the things that it took to be a car, and all the costs that went into developing and manufacturing and updating the car. In fact the 1965 car looks positively modern when you compare it to the 1940’s prototypes. Those had mechanical flags rather than electric turn signals!

 

 

 

To support that car was a set of designers, engineers, QA testers, Sales and marketing folks, and all sorts of hidden costs like the cost of building and maintaining the steel stamping gear, the aluminum engine casting plant, and on and on. There was a minimum cost below which the Beetle could not cross and make any money. It had to make money. VW was and is a commercial car vendor.

 

 

 

Systems management is hard. On the high end (The Bugatti end), it takes a great deal of work to successfully manage large, complex, heterogenous systems and to do it well. Do it invisibly. Do it as if it were data tone.

 

 

 

At the same time, there is a lower limit below which a commercial vendor cannot easily cross. To maintain that manufacturing line and all the staff, the building, computers, and benefits. The travel budgets and comm gear. On and on. To go below a critical size is to move into the realm of unprofitability. No public company can be unprofitable for long before they board fires the executives and find some others that will make it profitable.

 

 

 

Size Works at Least Two Ways

 

 

 

One kind of “lower limit” in systems management would be number of managed nodes. A management system that is designed to “boil the ocean”, I.E. manage huge environments makes no sense below a certain level. How far a management system can scale down when it is designed to work for say 100,000 or 500,000 managed nodes. That puppy is Bugatti’ed to death. It is tested, built, designed, engineered, scaled, and everything is oriented around making sure that it can “go as fast” as is advertised. It would almost be silly to use it to manage, say, 10 systems. First off, 10 systems don’t even need that kind of management. If they are all in one place, you can sit and see all their screens at once!

 

 

 

Another kind of scale issue is the type of managed node itself. There are a zillion devices in this world, and IPv6 is going to make it so that everything on the planet sooner or later has an IP address. My fridge, my toaster, my stereo… everything. If an electron can run though it, the possibility is there that it might need an IP address someday.

 

 

 

All that diversity usually leads to a “Tower of Babel” though. As the wit once said, “The good thing about standards is that everyone has them”. Unless Open Standards are used, this is going to be a real problem for the widget in question.

 

 

 

On the one hand, out here at this edge is where a great deal of the innovation is going to be. The latest widget that sets the world on fire will come from here. Or Apple. ☺ Maybe I should have used the "MacBook Air Principal" here... But I digress.

 

 

 

While the widget is tiny, unless they are playing in a space where an Open Standard already exists (and if they are creating a category, it probably does not) then it may not be worth everyone supporting it I am not even talking about competition here, but time/effort to add support to an existing solution. This alleged world turning widget may come from a big vendor, a small vendor, or a child with the OLPC XO and a good idea. Whatever it is, while it is small… while it does not command enough market share to hit the lower limit of a management vendor to create a management tool for it, then its management is either created at the same time as the widget by the same creator, or by the first person who needed to manage it so badly that they gave up waiting for the vendors and wrote it themselves.

 

 

 

If it Were Easy, Anyone Could Do It

 

 

 

All of the above listed conundrums and complexities are just to underline the point that systems management is not easy. Even at the lowest end of things, there are things that any solution has to have, and has to deal with. They are not always technical. But that takes me to….

 

 

 

The Honda Fit (Jazz) Principle

 

 

 

Because my new car is a Honda Fit of course. I sit in the car and I marvel at it sometimes. How this tiny econobox (SuperMini actually) has benefited from all that came before it.

 

 

 

I have owned many Hondas over the years. A 1984 Prelude, and 1986 Accord, a 1992 Integra, and now this 2008 Fit. This is the best car of the bunch. It is low emissions (number three best in 2007), gets fairly decent fuel economy (38 MPG best tank so far), and is relatively quiet and comfortable for such a small car. It is a littler faster than I was going for, but in the US they don’t give us the option of the smaller, even better fuel economy engines.

 

 

 

I see the lineage of all the other Hondas I have owned here. The design, the way it sounds, the way it handles, the materials choices, the control layouts. On and On. This car has benefitted from all the 100+ years of car design before it. The best shape for the wheels being round. Low drag wheels and tires being better. The rubber material in the tires being both “sticky” and long lived. The way the tread is now designed with a computer to siphon off the water on the road. Radial belts to lower rolling resistance. Light unsprung weight of the wheels helping handling. Disk brakes being better than drum. A radio that has more computer bits in it than my first TRS-80. The new little chips that are better than the old bigger chips which are better than the older transistors which are better than the old tubes. The current generation of plastics having a longer life, nicer touch, and being more recycle-able. This could be an infinite regression.. The car stands on the shoulders of all the cars that have come before it, and not just from Honda… and for that matter, not just of cars.

 

 

 

All computer programs, including systems management software are the same way. Innovations in version 1 of Patrol (for example, since I know that one) and the way it allowed system programming knowledge to be captured and automated were picked up and improved by others (and therefore made Patrol have to improve too). Having to hand build and hand install management toolsets giving way to automated discovery and automated install and provisioning servers. SNMP standards started out too loose, were tightened up and further defined, and later releases were far more useful that the first, and then most of the system management tools started being able to use them.

 

 

 

Layer upon layer, one thing building on another. Capability growing, along with complexity. Open Source / Open Standards / Open Frameworks, etc. makes all this layering and building and improving far easier, and far faster.

 

 

 

Scale and Moore’s Law

 

 

 

In my VW Beetle principal, the 1.9k 1965 Beetle and the 12k economy car of today show what happens as technology improves and time goes by. The least expensive car for sale today in the USA is a bit under 10k, inflation adjusted less expensive than the Beetle was in its day. That car is in every possible way ( no matter which car it actually is, but a quick google makes it look to be the Chevy Aveo at 9955.00 USD ) the technical superior of the 1965 car. In fact, Tata just introduced a 2,500 USD, 2 cylinder, 33 HP, 50 MPG car called the Nano:

 

 

 

http://www.boston.com/business/technology/articles/2008/01/11/indian_automaker_u nveils_worlds_least_expensive_car/

 

 

 

All the feature / function of the original Beetle at a quarter of its inflation adjusted price, and double its fuel economy.

 

 

 

Computers are even “worse”. While Moore’s law is not infinite, nor even really a “Law”, The over the counter cheapie computer I can buy for 200 USD right now is technically better than the 1000 dollar computer of five years ago more or less. Point being, an inexpensive computer can now manage quite a number of other computers. Where one used to have to install a steamship full of computers in the data center just to centralize all the data from the managed nodes, now it can be a raft.

 

 

 

At the same time, not all the complexity is dropping out of the equation. Sure, the number of computers needed for management dropped, but unless there is a hugely aggressive turnover in the data center to match it, the number of managed nodes probably grows over time, and the complexity of the managed nodes is probably is growing too. Can you say ‘Virtualization”? How about “Vista has 20 million lines of code in it”?

 

 

 

Don’t even get me started on analogies about re-inventing wheels.

 

 

 

While there are incredible things one has to do to build a Bugatti, and certain other scale problems like high end systems management, especially when integrated into overall ITIL solutions, there are also a certain number of minimum things one has to do. That is where being O/open really helps.

 

 

 

The steam train becomes the first car becomes the Model T becomes the Beetle becomes the Fit. I might have skipped a few steps along the way there…

 

 

 

I think I have tortured this analogy enough for one day. See you at BarCampESM this weekend!

 

 

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Apps and Platforms

Posted by Steve Carl Dec 31, 2007

Originally published December 31st:

 

http://on-being-open.blogspot.com/2007/12/apps-and-platforms.html

 


 

"Anonymous" pointed out on my post called "Repairo" that one reason people still use MSWin is that running things like AutoCAD under WINE under Linux are fraught with problems. At best, it requires work and experience at this point in time.

 

As much as I am a fan of Linux and OS.X these days, I want to state that there is nothing magical about either platform. All computer operating systems are amazingly complex bits of code written by human beings, and at any point in time it is possible that one platform is better than another, and even the term "Better" would require one to state what they mean by "Better". Better at memory utilization? Easier to cluster? Less prone to crashes? More virus proof? Sells more hardware?

 

That there are currently more MSWin applications is also not magical. To repeat what I said in the comment to the "Repairo" post: AutoCAD started as a Mac app, and when Autodesk saw people were willing to pay for copies of it on MSWin they ported it. If Autodesk thought enough people wanted it on BSD or Linux or the iPhone they would make a version that worked there as fast as their fingers could code.

 

Phrased that way, the question would seem to be, do enough people want any given app on Linux to bring it there. But that is not the way Linux works either. Here is where companies get into trouble not just with Linux but with all Open Source.

 

The real question about any Open Source platform always is: Are there enough people that want any given type of application that they are willing to take the time and effort to create it. In the example of AutoCAD: Are there any technical people out there that want a CAD package on Linux bad enough that they will write it themselves?

 

To look very quickly into that, I googled up two search terms: CAD + Linux

 

http://www.tech-edv.co.at/lunix/CADlinks.html

 

Over 50 CAD packages for Linux, some commercial, many Open Source. And that was just one of many hits.

 

The problem for a commercial company like Autodesk is knowing when the market has moved enough to a new platform to make it worth their while to port to a new OS platform. That costs a fair amount of money, and if the product is not written in a portable fashion, then it costs even more money to either port it or better, redesign it to be portable.

 

The problem is worse than it seems though, because in this case the Open Source world will look, maybe ask once, get a response like " We are waiting to see which way the market goes before we decide if we are going to move to the new platform", and then the Open Source folks just move on without them. By the time they decide to enter the market, the field is crowded and they are no longer the number one choice. In fact, there is now probably a free, Open Source solution sitting there and now they have to convince people that it is worth money to pay for their newly ported version.

 

I pay for the best. I think most people are willing to. Since I don't use CAD, I'll switch to Office packages for a second: Even though I do not have to, I send money to OpenOffice because I use their product and I like it. I like it better than MS Office because it uses Open Standard file formats, and runs on whatever platform I happen to be on.

 

Another example: I just paid for a copy of Scrivener recently. I am working on writing a few books, and found OpenOffice to be unable to do some things that I wanted it to do (Chapterization and organization). Some research found Scrivener, and I am extremely happy with it... other than I wish there was a Linux version. It's OS.X only. Guess what happens next? If someone comes up with a decent manuscripting program that is Open Source and cross platform, then I'll be retiring Scrivener...

 

All software applications are like that. Companies need to know and understand this new Open Source dynamic of platform, or find themselves playing catch-up.

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Winning by Not Competing

Posted by Steve Carl Dec 26, 2007

Originally published on my personal blog on December 26th, 2007:

 

http://on-being-open.blogspot.com/2007/12/winning-by-not-competing-at-all.html

 


 

When I was very young, I used to fight with my younger brother. Well, from my point of view, he used to fight with me. I probably egged him on in some way that I don't remember now. I do remember being really frustrated because he would not leave me alone!

 

The point is that at some point he would get so riled up that he would dive bomb me, we wrestle to the ground and I'd proceed to pin him down till he gave up. I was two years older, and even as adults I was always taller and weighed more. of course he became a Marine, but fortunately we didn't fight anymore by then

 

One day, after being made to give in, he went to my mother and complained about the fact that I had been in a fight with him, and mom told him that if he didn't want to fight, he didn't have to. He could just walk away. After he said that he couldn't and that she just didn't understand, and he left the room, she also told me the same thing. That I was older and stronger and that while he was the one picking the fights, I did not have to fight back.

 

I then proceeded to drive my brother nuts, because I realized she was right. I did not care about the things he cared about, and I did not want to fight. I always felt a little sick about the fights. Even though I won, I did not enjoy it. Part of it was knowing that they were not fair of course, and kids have a built in fairness meter. But I did not enjoy the violence of them. I know some folks get into that kind of thing, but it is "not my bag, baby". My daughter has been watching Austin Powers again....

 

How I drove my brother nuts was that I did exactly what my mom said. I quit competing. I started working on my inner geek, while he was off trying to figure out why I didn't engage anymore.

 

This is why Linux makes MS nuts.

 

Linux / Open Source et al does not compete with MS. They don't care about the issues MS cares about. Sure there are certain corners of the Linux world... even entire distros that try to compete with MS, but at the end of the day Linux/OpenSource (L/OS) is about whatever they are interested in.

 

Where MS is in part about things like Digital Rights Management and piracy of their code and the like, L/OS could collectively not care less. The very beginning of Linux is a microcosm of the whole thing: Linus Torvalds needed an OS for something at school, and so he wrote one.

 

People that take their own precious time and talent and create open source are also a breed apart. For many, it is about the code, and the act of creation, and the filling of a need, not about being contract programmers writing code they could care less about.

 

Linux and Open Source end up getting better and better, and doing more and more because they are not competing with anyone. Only themselves.

 

I watch few competitive sports. Really, I do not understand why I should care if the green team or the blue team put the ball/widget/thingie in a special place more often than the other team did.

 

The sports I do watch are things like snow skiing at the Winter Olympics. I ski... I used to anyway, and all skiing for me was about getting a little better at it every time I went. I knew I would never be great (I started at age 29...) but I always felt great after a day on the mountain where I had learned a new thing. I watch the Olympics in admiration of these people that are just so good at this. I don't really care who wins. I just like to watch.

 

Linux and Open Source will always be better because at the end of the day, it is not trying to be anything other than the best it can be.

 

Just like Mom said.

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On Being Open

Posted by Steve Carl Aug 28, 2007

This one comes from my personal blog, and was published August 28th, 2007:

 

http://on-being-open.blogspot.com/2007/08/on-being-open-in-my-most-recent-post.h tml

 


 

In my most recent post over at TalkBMC, "The Secret Linux Agenda", I spent a fair amount of time trying to think out loud about some of the disconnects in the world of Open Source. I am given a pretty hard time at BMC about the fact that I write long posts, so I worked hard to keep the "Agenda" post as short as I could, but still touch on at least a few examples of some of the disconnects people have when they talk about being open. Or Open. Or open source. or Open Source. I also mentioned the negative image some of this "open" stuff has because of the behaviors of some people in the various communities.

 

I wrote that post before I went to my first ever Austin Social Media Club meeting. Whurley was the speaker at the event, and he made a metric ton of terrific points about this during his talk.

 

Open Confusion

 

There was one particularly ticklish question from the room at the Austin Social Media Club meeting (Anne Gentle and I there) that I think really boiled all of this down. That comment / question was:

 

If people are doing "Open Source", why aren't they more Open?

It was a great question and really underlined the confusion about what the term "Open" means. Given the amount of audible agreement in the room with that question, for many in a social media club, "Open" in "Open Source" had connotations of "Accessible", "Easy to get along with", and "Willing to have civil conversations".

 

The Rainbow of Open Source

 

Spend any time in an Open Source product forum, and you can easily see what the folks in the social media club were talking about. Someone asks a question. Usually it is an innocent question being made by someone that does not know anything about the product. They, for their part, feel that they are doing the right thing. They are showing interest, and willingness to learn. They are being "open".

 

You know what happens next: In an un-moderated forum, some will actually try to help, and answer the question. At the very least, they will tell them where the first-timer documents are located, and some might even point out how to use the search facility to find every other time that question was asked, and the answers that they got then. All of those things are classifies as what we call "signal". Useful information.

 

The middle ground response happens when a response is given, but the person who asked the question has no way to parse the answer. That breaks down further as:

 

The answer was given in a way that assumed the person to have knowledge they did not.

The answer was given in such a way as to question whether the person is actually responding in the same language as the questioner.

Either of these examples are about communications styles, and whether or not the person who is doing the technical work can enter the requisite frame of mind (empathy, if you will) to have conversations with those less technical than themselves.

 

I had this experience growing up when I was talking to my Dad about math. He is a EE at NASA. A real rocket scientist. They exist! He knows so much math (some of it pretty esoteric and useful largely in his speciality of antenna design), and has for so long, that my simple frustrations with things like Freshman Algebra were in some ways a mystery to him. In one particularly memorable conversation, I asked why something worked in a particular way, and after a bit of time he said that once I knew a certain higher level of math this would become obvious. I was temporarily stuck: I would never see the next level of math till I grokked this one!

 

And Then Came Maude....

 

Sooner or later, intolerance strikes. Someone will post a response to the new person that contains anything from mild abuse to questioning their patriotism in a time of war. Something like:

 

"Are you NUTS!!! Why the HLL are you posting such stupid dumb** question. Why do you hate our troops? Your mother was a hamster and your father smelt of elderberries (From the Monty Python Phrasebook: "Useful things to tell customers when they are calling and bothering you")".

 

It may be more ... err... sophisticated:

 

"We do not tolerate fools lightly in this forum. Please remove yourself to other places, so that you do not annoy us in the future, and so that we may concentrate on real issues."

 

This new, trying to do the right thing, be "open" person is now deeply confused and hurt. Is this not Open source. Is this not a public forum? Even if they don't know anything about this tool or product, they still need help on it.

 

In a forum for a paid product, no support professional would post such a response. If they did, their career would be at an end in short order. A company would not tolerate paying customers being abused by people from their company.

 

There are a lot of reasons why the maladaptive response to the newbie question is occurring in the Open Source forum:

 

I am doing this "for free"

This is not my day job

I answered that same question endlessly already

I only have so many hours in the day. I can spent them repeating myself, or being productive

PUUUULEASE!!!! They asked me why this didn't work the same as Windows!!!! AS-IF!!!!!

I am out of caffeine, and I have no money to get fresh. I hate being poor and brilliant

I have not been on a date in a decade

Combinations of several or all of the above

The reason does not matter. In a customer support situation, if someone was thinking about trying the new "Open" thing, and gets that response, the damage is done.

 

Smug and Arrogant?

 

A post came out recently about Apple users being "Smug and Arrogant", and when I looked at it there was a poll. 2/3's or those who had read the post agreed that Applen were guilty as charged. You could take that post and change all the Apple references to Linux or other Open Source projects, and I think the poll would be about the same. And it is because of the same reasons. Well... maybe not the Apple advertising campaign part. But as smug as those ads may be, I like 'em. I think they kind of actually miss a point criticising the ads saying that John Hodgeman plays "PC" as bumbling. John Hodgeman gets all the good lines! In many ways, he is the more likable of the two. I have in fact often viewed the ads as being sort of a misstep for Apple because "PC" is more endearing in his own, can't stop blue-screening, kind of way. Maybe it's just me though...

 

Fedora and Ubuntu

 

Now I want to circle around to part of what I was trying to get at with my recent posts both here and at TalkBMC about Fedora and Ubuntu. Another aspect of "open", "closed", and the new users experience.

 

Fedora is a great Distro, if you already know what you are doing. Fedora, like OpenSUSE, lives in the middle of the road. It is not as challenging to install as MS Vista or rolling your own Linux distro starting with a download from Kernel.org. Fedora is easier and faster than installing GenToo. It is not as easy as Ubuntu or Linspire or Xandros. Yes: I know Xandros is in bed with Microsoft these days. See the bit above about arrogant and smug though: I know why the Xandros/MS deal is not optimal, but does the average person that just wants this stuff to work?

 

Fedora has an admirable stance on why they do not include any software in the Distro that is not really Open Source. My example in the other posts was Wifi cards like Intel and Atheros where even though the vendor has supplied driver code, they hold back the code to the cards driver loadable firmware and only provide a binary. With Fedora, you will have to work hard to get that card going, and their point in acting closed to closed source is to incent card manufacturers to be more open.

 

I love it. I think card manufacturers are wrong to think their microcode is all that splendidly different in a commodity market like Wifi, and that being more open and easier to install would be an advantage in the marketplace!

 

However....

 

Being hard to install for the right reasons means by default you are NOT after the casual installer. The person just trying to use the computer as a tool to get something or the other done. The person who heard that Linux was really cool and was willing to try it to see what it is all about.

 

The Spectrum

 

On one end we have the Xandros / Microsoft lashup. Xandros is licensing closed protocols from Microsoft that will allow them among other things to create programs to access content on MS Exchange. They call this mash "Mixed Source". If I sound a bit leery, it is because I used to run BMC's email system, back when we used HP's OpenMail, and I watched HP make a similar deal, and then not to long after that, see OpenMail sol