Written by Lou Dagostino on 17:19 reading time

All software has bugs. From Microsoft Office to joeschmoe.com. Bugs are a reality. And a major part of representing a product is being a first line of defense against “bugs.” If users are allowed to, they will go and tell a developer every time they think they’ve found a bug. That’s the fastest way to a resolution. If what has been found is indeed a bug, the fastest way to fix it is to have someone who writes code be aware of it and write code to fix it. And in a perfect world, where users were wildly competent at diagnosing a system, this behavior might be okay. But this is not a perfect world. And it isn’t fair to assume that someone who casually uses software is going to know the ins and outs of each piece of functionality. And if every user had access to developers, nothing would ever get done. So if it’s your responsibility to own a product, it’s your responsibility to be the first responder to “bugs.”

The first and most important thing to establish here, is you need users and...

Read more