Category Archives: technology

Rethinking Freedom of Information Requests: from Bugzilla to AccessZilla

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Last week I gave a talk at the Conference for Parliamentarians hosted by the Information Commission as part of Right to Know Week.

During the panel I noted that, if we are interested in improving response times for Freedom of Information (FOI) requests (or, in Canada, Access to Information (ATIP) requests) why doesn’t the Office of the Information Commissioner use a bugzilla type software to track requests?

Such a system would have a number of serious advantages, including:

  1. Requests would be public (although the identity of the requester could remain anonymous), this means if numerous people request the same document they could bandwagon onto a single request
  2. Requests would be searchable – this would make it easier to find documents already released and requests already completed
  3. You could track performance in real time – you could see how quickly different ministries, individuals, groups, etc… respond to FOI/ATIP requests, you could even sort performance by keywords, requester or time of the year
  4. You could see who specifically is holding up a request

In short such a system would bring a lot of transparency to the process itself and, I suspect, would provide a powerful incentive for ministries and individuals to improve their performance in responding to requests.

For those unfamiliar with Bugzilla it is an open source software application used by a number of projects to track “bugs” and feature requests in the software. So, for example, if you notice the software has a bug, you register it in Bugzilla, and then, if you are lucky and/or if the bug is really important, so intrepid developer will come along and develop a patch for it. Posted below, for example, is a bug I submitted for Thunderbird, an email client developed by Mozilla. It’s not as intuitive as it could be but you can get the general sense of things: when I submitted the bug (2010-01-09), who developed the patch (David Bienvenu), it’s current status (Fixed), etc…

ATIPPER

Interestingly, an FOI or ATIP request really isn’t that different than a “bug” in a software program. In many ways, bugzilla is just a complex and collaborative “to do” list manager. I could imagine it wouldn’t be that hard to reskin it so that it could be used to manage and monitor access to information requests. Indeed, I suspect there might even be a community of volunteers who would be willing to work with the Office of the Information Commissioner to help make it happen.

Below I’ve done a mock up of what I think revamped Bugzilla, (renamed AccessZilla) might look like. I’m put numbers next to some of the features so that I can explain in detail about them below.

ATIPPER-OIC1

So what are some of the features I’ve included?

1. Status: Now an ATIP request can be marked with a status, these might be as simple as submitted, in process, under review, fixed and verified fixed (meaning the submitter has confirmed they’ve received it). This alone would allow the Information Commissioner, the submitter, and the public to track how long an individual request (or an aggregate of requests) stay in each part of the process.

2.Keywords: Wouldn’t it be nice to search of other FOR/ATIP requests with similar keywords? Perhaps someone has submitted a request for a document that is similar to your own, but not something you knew existed or had thought of… Keywords could be a powerful way to find government documents.

3. Individual accountability: Now you can see who is monitoring the request on behalf of the Office of the information commissioner and who is the ATIP officer within the Ministry. If the rules permitted then potential the public servants involved in the document might have their names attached here as well (or maybe this option will only be available to those who log on as ATIP officers.

4. Logs: You would be able to see the last time the request was modified. This might include getting the documents ready, expressing concern about privacy or confidentiality, or simply asking for clarification about the request.

5. Related requests: Like keywords, but more sophisticated. Why not have the software look at the words and people involved in the request and suggest other, completed requests, that it thinks might similar in type and therefor of interest to the user. Seems obvious.

6. Simple and reusable resolution: Once the ATIP officer has the documentation, they can simply upload it as an attachment to the request. This way not only can the original user quickly download the document, but anyone subsequent user who stumbles upon the request during a search could download the documents. Better still any public servant who has unclassified documents that might relate to the request can simply upload them directly as well.

7. Search: This feels pretty obvious… it would certainly make citizens life much easier and be the basic ante for any government that claims to be interested in transparency and accountability.

8. Visualizing it (not shown): The nice thing about all of these features is that the data coming out of them could be visualized. We could generate realt time charts showing average response time by ministry, list of respondees by speed from slowest to fastest, even something as mundane as most searched keywords. The point being that with visualizations is that a governments performance around transparency and accountability becomes more accessible to the general public.

It may be that there is much better software out there for doing this (like JIRA), I’m definitely open do suggestions. What I like about bugzilla is that it can be hosted, it’s free and its open source. Mostly however, software like this creates an opportunity for the Office of the Information Commissioner in Canada, and access to information managers around the world, to alter the incentives for governments to complete FOI/ATIP requests as well as make it easier for citizens to find out information about their government. It could be a fascinating project to reskin bugzilla (or some other software platform) to do this. Maybe even a Information Commissioners from around the world could pool their funds to sponsor such a reskinning of bugzilla…

From Public Servant to Public Insurgent

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Are you a public insurgent?

Today, a generation of young people are arriving into the public service familiar with all sorts of tools – especially online and social media driven tools – that they have become accustomed to using. Tools like wikis, survey monkeys, doodle, instant messaging or websites like wikipedia, or issue specific blogs enable them to be more productive, more efficient and more knowledgeable.

And yet, when they arrive in their office they are told: “You cannot use those tools here.”

In short, they are told: “Don’t be efficient.”

You can, of course, imagine the impact on moral of having a boss tell you that you must do you work in a manner that is slower and less effective then you might otherwise do. Indeed, today, in the public service and even in many large organizations, we may be experiencing the first generation of a work force that is able to accomplish coordination and knowledge building tasks faster at home than at work.

Some, when confronted with this choice simple resign themselves to the power of their organizations rules and become less efficient. Others (and I suspect not an insignificant number), begin the process of looking for their next job. But what I find particularly interesting is a tinier segment who –  as dedicated employees, that love the public service and who want to be as effective as possible – believe in their mission so strongly that they neither leave, nor do they adhere to the rules. They become public insurgents and do some of their work outside the governments infrastructure.

Having spoken about government 2.0 and the future of the public service innumerable times now I have, on several occasions, run into individuals or even groups, of these public insurgents. Sometimes they installed a wiki behind the firewall, sometimes they grab their laptop and head to a cafe so they can visit websites that are useful, but blocked by their ministry, sometimes they simple send around a survey monkey in contravention of an IT policy. The offenses range from the minor to the significant. But in each case these individuals are motivated by the fact that this is the most, and sometimes only, way to do the task they’ve been handed in an effective way. More interesting is that sometimes their acts of rebellion create a debate that causes the organization to embrace the tools they secretly use, sometimes they it doesn’t and they continue to toil in secret.

I find this trend – one that I think may be growing – fascinating.

So my question to you is… are you a public insurgent? If you are I’d love to hear your story. Please post it in the comments (using an anonymous handle) or send me an email.

My Mozilla Summit 2010 Talk: Making the Army of Awesome more Awesome

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This summer I had the enormous pleasure and privilege of both being at the Mozilla Summit and of being selected to give a lightening talk.

Embedded below is the talk – it’s five minutes so won’t take long to watch and is a short and updated version of my community management presentation. There are tons of people to thank for this talk, Diederik Van Liere, David Ascher and Mike Beltzner come to mind immediately, but there are many others as well. It also builds off a number of posts, including some old gems like this one and this one.

I’ve embedded a YouTube video of it, and the slide deck is a little further down.

Making the Army of Awesome more Awesome (Mozilla Summit ignite)

View more webinars by David Eaves.

Why Blockbuster’s success in Canada is a bad news story

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I noticed today in the Globe that while Blockbuster (the movie rental company) has declared bankruptcy in the United States, here in Canada the branch of the company is doing fine, indeed it is still profitable:

Blockbuster Canada vice-president and general manager Barry Guest said in a statement early Thursday that its operations are still profitable. “Blockbuster Canada operates independently of the U.S. and is financially stable,” he said.

So how can this be a bad news story?

Clues to the answer lie deeper in the article, in this paragraph:

Once a home entertainment powerhouse in the United States, Blockbuster has been losing market share and money for years as more Americans rent DVDs from subscription service Netflix Inc. and popularity surged for streaming video over the Internet.

Let’s be clear, Blockbuster in Canada is profitable not because it has been innovative. Not because it has reinvented itself in a digital era. Not because it has been visionary. Blockbuster is okay because the innovations and services that have devastated its southern partner basically aren’t available in Canada. In short, when it comes to rolling out cutting edge services (or even kind-of cutting edge services) in the digital media/infrastructure space Canada falls short.

bbcanada1This, of course, is well documented (hello cellphone contracts!) and it is the real story here! How can Canada – and Canadian companies – expect to be leaders in the digital space (I’m looking at you, forthcoming Digital Economy Strategy) if even the most mainstream services available in the US (mainstream enough to destroy an incumbent) haven’t even made it north of the border? Domestically, who are we competing with, competitors from an analog era? This is not a marketplace that is likely to produce the next Tivo, Netflix or whatever.

This story feels like a metaphor for pretty much everything that is wrong with innovation and competitiveness in this space in Canada, right down to the fact that we appear to celebrating the ongoing success of blockbuster. Sigh.

Good Backgrounder on Open Data for Cities – (Looking at You #VoteTO)

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Yesterday the Martin Prosperity Institute released another installment of its Toronto Election 2010 discussion papers, this one focused on Open Data.

For citizens of any city this is a fantastic primer on what open data is, why it matters and, in the case of Toronto, why it should be an election issue in the upcoming civic election.

Full disclosure: I did sit down with the paper’s authors at the Institute – Kimberly Silk and Jacqueline Whyte Appleby – to talk about a number of the critical aspects surrounding this issue. Their depth and experience in municipal and regional issues has produced an invaluable resource. I hope citizens of cities everywhere are able to make use of it, but I also hope that citizens of Toronto use it to ask questions of the candidates for Mayor and council.

Again, you can download the report here.

For those not familiar with the Institute, you can read more about it here (excerpt below):

The Lloyd & Delphine Martin Prosperity Institute is the world’s leading think-tank on the role of sub-national factors – location, place and city-regions – in global economic prosperity. Led by Director Richard Florida , we take an integrated view of prosperity, looking beyond economic measures to include the importance of quality of place and the development of people’s creative potential.

Links from Gov2.0 Summit talk and bonus material

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My 5 minute lightening fast jam packed talk (do I do other formats? answer… yes) from yesterday’s Gov2.0 summit hasn’t yet been has just been posted to youtube. I love that this year the videos have the slides integrated into it.

For those who were, and were not, there yesterday, I wanted to share links to all the great sites and organizations I cited during my talk, I also wanted to share one or two quick stories I didn’t have time to dive into:

VanTrash and 311:

Screen-shot-2010-09-09-at-3.07.32-AM-1024x640As one of the more mature apps in Vancouver using open data Vantrash keeps being showing us how these types of innovations just keep giving back in new and interesting ways.

In addition to being used by over 3000 households (despite never being advertised – this is all word of mouth) it turns out that the city staff are also finding a use for vantrash.

I was recently told that 311 call staff use Vantrash to help trouble shoot incoming calls from residents who are having problems with garbage collection. The first thing one needs to do in such a situation is identify which collection zone the caller lives in – turns out VanTrash is the fastest and more effective way to accomplish this. Simply input the caller’s address into the top right hand field and presto – you know their zone and schedule. Much better than trying to find their address on a physical map that you may or may not have near your station.

TaxiCity, Open Data and Game Development

Another interesting spin off of open data. The TaxiCity development team, which recreated downtown Vancouver in 2-D using data from the open data catalog, noted that creating virtual cities in games could be a lot easier with open data. You could simply randomize the height of buildings and presto an instant virtual city would be ready. While the buildings would still need to be skinned one could recreate cities people know quickly or create fake cities that felt realistic as they’d be based on real plans. More importantly, this process could help reduce the time and resources needed to create virtual cities in games – an innovation that may be of interest to those in the video game industry. Of course, given that Vancouver is a hub for video game development, it is exactly these types of innovations the city wishes to foster and will help sustain Vancouver’s competitive advantage.

Links (in order of appearance in my talk)

Code For America shirt design can be seen in all their glory here and can be ordered here. As a fun aside, I literally took that shirt of Tim O’Reilly’s back! I saw it the day before and said, I’d wear that on stage. Tim overheard me and said he’d give me his if I was serious…

Vancouver’s Open Motion (or Open3, as it is internally referred to by staff) can be read in the city’s PDF version or an HTML version from my blog.

Vancouver’s Open Data Portal is here. keep an eye on this page as new data sets and features are added. You can get RSS feed or email updates on the page, as well as see its update history.

Vantrash the garbage reminder service’s website is here. There’s a distinct mobile interface if you are using your phone to browse.

ParkingMobility, an app that crowdsources the location of disabled parking spaces and enables users to take pictures of cars illegally parked in disabled spots to assist in enforcement.

TaxiCity, the Centre for Digital Media Project sponsored by Bing and Microsoft has its project page here. Links to the sourcecode, documentation, and a ton of other content is also available. Really proud of these guys.

Microsoft’s Internal Vancouver Open Data Challenge fostered a number of apps. Most have been opensourced and so you can get access to the code as well. The apps include:

The Graffiti Analysis written by University of British Columbia undergraduate students can be downloaded from this blog post I posted about their project.

BTA Works – the research arm of Bing Thom Architects has a great website here. You can’t download their report about the future of Vancouver yet (it is still being peer-reviewed) but you can read about it in this local newspaper article.

Long Tail of Public Policy – I talk about this idea in some detail in my chapter on O’Reilly Media’s Open Government. There is also a brief blog post and slide from my blog here.

Vancouver’s Open Data License – is here. Edmonton, Ottawa and Toronto use essentially the exact same thing. Lots that could be done on this front still mind you… Indeed, getting all these cities on a single standard license should be a priority.

Vancouver Data Discussion Group is here. You need to sign in to join but it is open to anyone.

Okay, hope those are interesting and helpful.

Are you a Public Servant? What are your Open Data Challenges?

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A number of governments have begun to initiate open data and open government strategies. With more governments moving in this direction a growing number of public servants are beginning to understand the issues, obstacles, challenges and opportunities surrounding open data and open government.

Indeed, these challenges are why many of these public servants frequent this blog.

This is precisely why I’m excited to share that, along with the Sunlight Foundation, the Personal Democracy Forum, Code for America, and GovLoop, I am helping Socrata in a recently launched survey aimed at government employees at the national, regional and local levels in the US and abroad about the progress of Open Data initiatives within their organization.

If you are a government employee please consider taking time to help us understand the state of Open Data in government. The survey is comprehensive, but given how quickly this field and the policy questions that come with it, is expanding, I think the collective result of our work could be useful. So, with that all said, I know you’re busy, but hope you’ll consider taking 10 minutes to fill out the survey. You can find it at: http://www.socrata.com/benchmark-study.

The Web and the End of Forgetting: the upside of down

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A reader recently pointed me to a fantastic article in the New York Times entitled The Web and the End of Forgetting which talks about the downside of a world where one’s history is permanently recorded on the web. It paints of the dangers of a world where one can never escape one’s past – where mistakes from college rear their head in interviews and where bad choices constrain the ability to start anew.

It is, frankly, a terrifying view of the world.

I also think it is both overblown and, imagines a world where the technology changes, but our social condition does not. Indeed, the reader sent me the piece because it reminded him of a talk and subsequent blog post I wrote exactly a year ago on the same topic.

But let’s take the worse case scenario at face value. While the ability to start anew is important, at times I look forward to a world where there is a little more history. A world where choices and arguments can be traced. A world of personal accountability.

Broadcast media fostered a world where one could argue one position and then, a few months later, take the exact opposite stand. Without easily accessible indexes and archives discerning these patterns was difficult, if not impossible. With digitization, that has all changed.

The Daily Show remains the archetype example of this. The entire show is predicated on having a rich archival history of all the major network and cable news broadcasts and having the capacity, on a nightly basis, to put the raw hypocrisy of pundits and politicians on display.

The danger of course, is if this is brought to the personal level. The NYT article identifies and focuses on them. But what of the upsides? In a world where reputation matters, people may become more thoughtful. It will be interesting to witness a world where grandparents have to explain to their grandchildren why they were climate change deniers on their Facebook page. Or why you did, or didn’t join a given political campaign, or protest against a certain cause.

Ultimately, I think all this remembering leads to a more forgiving society, at least in personal and familial relationships, but the world of pundits and bloggers and politicans may become tougher. Those who found themselves very much on the wrong side of history, may have a hard time living it down. The next version of the daily show may await us all. But not saying anything may not be a safe strategy either. Those who have no history, who never said anything at anytime, may not be seen relevant, or worse, could be seen as having no convictions or beliefs.

I loved the New York Times article, but it looked at society as a place where social values will remain unchanged, where we won’t adapt to our technology and place greater emphasis on new values. I can imagine a world where our children may say – how did you have friends with so little personal history? It may not be our ideal world, but then, our grandparents world wasn’t one I would have wanted to live in either.

Creating Open Data Apps: Lessons from Vantrash Creator Luke Closs

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Last week, as part of the Apps for Climate Action competition (which is open to anyone in Canada), I interviewed the always awesome Luke Closs. Luke, along with Kevin Jones, created VanTrash, a garbage pick up reminder app that uses open data from the City of Vancouver. In it, Luke shares some of the lessons learned while creating an application using open data.

As the deadline for the Apps for Climate Action competition approaches (August 8th) we thought this might help those who are thinking about throwing their hat in the ring last minute.

Some key lessons from Luke:

  • Don’t boil the ocean: Keep it simple – do one thing really, really well.
  • Get a beta up fast: Try to scope something you can get a rough version working in day or evening – that is a sure sign that it is doable
  • Beta test: On friends and family. A lot.
  • Keep it fun: do something that develops a skill or let’s you explore a technology you’re interested in

Some thoughts on improving Bugzilla

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One of the keys to making an open source project work is getting feedback from users and developers about problems (bugs) in the code or system. Mozilla (the organization behind Firefox and Thunderbird) uses Bugzilla, but organizations have developed a variety of systems for dealing with this issue. For example, many cities use 311. I’m going to talk about Bugzilla and Mozilla in this case, but I think the lessons can be applied more broadly for some of my policy geek friends.

So first, some first principles. Why does getting the system right matter? A few reasons come to mind:

  1. Engagement: For many people Bugzilla is their first contact with “the community.” We should want users to have a good experience so they feel some affinity towards us and we should want developers to have a great experience so that they want to deepen their level of participation and engagement.
  2. Efficiency: If you have the wrong or incomplete information it is hard (or impossible) to solve a problem, wasting the precious time of volunteer contributors.

I also concede that these two objectives may not always be congruent. Indeed, at times there may be trade offs between them… but I think there is a lot that can be done to improve both.

I’ve probably got more ideas than can fit (or should fit) into one post so I’m going to unload a few. I’ve got more that relate to the negotiation and empathetic approaches I talked about at the Mozilla Summit.

One additional thought. Please feel free to dump all over these. Some changes many not be as simple as I’ve assumed. Others may break or contravene important features I’m not aware of. Happy to engage people on these, please do not see them as an end point, but rather a beginning. My main goal with this first batch of suggestions was to find things that felt easier to do and so could be implemented quickly if there was interest and would help reduce transactions costs right away.

1. Simplifying Menus

First. I thought there were some simple changes that could render the interface cleaner and friendlier. It’s pretty text heavy – which is great for advanced users, but less inviting for newer users. More importantly however, we could streamline things to make it easier for people to onboard.

Take for example, the landing page of Bugzilla. It is unclear to me why “Open a new Account” should be on this page. Advanced users will know they want to file a bug, novices (who may be on the wrong site and who should be looking for support) might believe they have to open and account to get support. So why not eliminate the option altogether. You are going to get it anyways if you click on “File a bug.”

Bugzilla-landing-page

Current

Bugzilla-landing-page-v2

Proposed

In addition, I got rid of the bottom menu bar (which I don’t think is necessary on this screenƒclu given all the features were along the top as well). I also ditched the Release Notes and User Guide for Bugzilla as I had doubts about whether users were, at this point and on this screen, looking for those things)

2. Gather more information about our users (and, while I’m at it, some more simplifying)

Once you choose to file a bug you get prompted to either log in or create an account. At this point, if you want to create an account. I thought this page was hard to read with the text spanning the whole width, plus, there is some good info we could gather about users at this point (the point it feels they are mostly likely going to add to their profile).

Current

Bugzilla-registration-v2

Proposed

Couple things a like about this proposed screen.

One, if you are a lost user just looking for support we likely snag you before you fill out a bugzilla account. My feeling is the bugzilla is a scary place that most users shouldn’t end up in… we need to give people lots of opportunities to opt for support before diving in, in case that is what they really need.

Second, in this proposed version we tell people to read the bugzilla guidelines and suggest using an alternate email before they punch their email into the email field box.

In addition, we ask the user for their real name now (as opposed to relying on them to fill it out later). This nudge feels important as the more people with real names on the site, the more I think people will develop relationships with one another. Finally we ask people if English is their second language and if this is their first open source project.

Finally, with the extra data fields we can help flag users as ESL or new and thus in need of more care, patience and help as they on-ramp (see screen shots below). We could even modify the Bugzilla guidelines to inform people to provide newbies and ESL’s with appropriate respect and support.

Bugzilla-Raw1

Current

Bugzilla-New

Proposed

Proposed

I imagine that your “newbie” status would disappear either when you want (some sort of preference in your profile) or after you’ve engaged in a certain amount of activity.

3. Make life easier for users and the triage guys

Here is an idea I had talking with some of the triage guys at the Mozilla Summit.

Let’s suppose that someone submits a bug that isn’t really a bug but a support issue. I’m informed that this happens with a high degree of frequency. Would it be nice if, with a click of a mouse, the triage guys could move that bug out of Bugzilla and into a separate database (ideally this would be straight into SUMO, but I respect that this might not be easy – so just moving it to a separate database and de-cluttering bugzilla would be a great first start – the SUMO guys could then create a way to import it). My sense is that this simply requires creating a new resolution field – I’ve opted to call it “Support” but am happy to name it something else.

Current

Status-v2

Proposed

This feels like a simple fix and it would quickly move a lot of bugs that are cluttering up bugzilla… out. This is important as searches for bugs often return many results that are support oriented, making it harder to find the bugs you are actually searching for. Better still, it would get them somewhere where they could more likely help users (who are probably waiting for us to respond).

Of course, presently bugzilla will auto generate an email that looks like the first one and this isn’t going to help. So what if we did something else?

unresolved

Current

SUMO-transfer-v2

Proposed

Here is the auto-generated email I think we should be sending users whos bugs get sent to SUMO. I’ve proposed a few things.

First, if these are users who’ve submitted inappropriate bugs and who really need support, giving them a bugzilla email isn’t going to help them, they aren’t even going to know how to read it.

Second, there is an opportunity to explain to them where they should go for help – I haven’t done that explicitly enough in this email – but you get the idea

Third, when the bug gets moved to SUMO it might be possible to do a simple key word analysis of the bug and, from that, determine what are the most likely support articles they are looking for. Why don’t we send them the top 3 or 5 as hyperlinks in the email?

Fourth, if this really is a bug from a more sophisticated user, we give them a hyperlink back to bugzilla so they can make a note or comment.

What I like about this is it is customized engagement at a low cost. More importantly, it helps unclutter things while also making us more responsive and creating a better experience for users.

4. Make Bugzilla Celebrate, enhance our brand and build community

Okay, so here’s the thing that really bugs me about bugzilla. If we want to be onramping people and building community, shouldn’t we celebrate people’s successes? At the moment this is the email you get from Bugzilla when a bug you’ve submitted gets patched:

BORING! Here, at the moment of maximum joy, especially for casual or new bugzilla participants we do nothing to engage or celebrate.

This, is what I think the auto-generated bugzilla email should look like.

Congrats-v2

Yes, I agree that hard core community members probably won’t care about these types of bugs, but for more casual participants this is an opportunity to explain how open source and mozilla works (the graphic) as well as a chance to educate them. I’ve even been more explicit about this by offering links to a) explain the open web, b) learn about mozilla and open source; and c) donate to the foundation (given this is a moment of pride for many non-developer end users)

Again, I’m not overly attached to this design per se, it would just be nice to have something fun, celebratory and mozillaesque.

Okay, it is super late and I’m on an early flight tomorrow. Would love feedback on all or any of this for those who’ve made it this far. I’ll be sharing more thoughts, especially on empathetic nudges and community management in bugzilla ASAP.