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My Parents Configured Their Living
Michael Goetz
Automation Consulting Engineer @ Chef Software, Inc.
mpgoetz@getchef.com
Who Am I?
Who Am I?
• Sysadmin
Who Am I?
• Sysadmin
• Developer
Who Am I?
• Sysadmin
• Developer
• Ex-Military Translator
Who Am I?
• Sysadmin
• Developer
• Ex-Military Translator
• Ex-Journalist
Who Am I?
• Sysadmin
• Developer
• Ex-Military Translator
• Ex-Journalist
• Ex-Project Manager
Who Am I?
• Sysadmin
• Developer
• Ex-Military Translator
• Ex-Journalist
• Ex-Project Manager
• Ex-Release Engineer
Who Am I?
• Sysadmin
• Developer
• Ex-Military Translator
• Ex-Journalist
• Ex-Project Manager
• Ex-Release Engineer
• Explainer of Things
My Parents Configured Their Living Room
A visit to my father’s house…
“Can you take a look at the TV? I can’t seem to get Netflix working.”
A visit to my father’s house…
“Can you take a look at the TV? I can’t seem to get Netflix working.”
A visit to my father’s house…
“Can you take a look at the TV? I can’t seem to get Netflix working.”
Connect All The Things
• Smart TV
!

• Blu-ray Player
!

• Wifi
!

• Cable
Wow, such technology, confusing
Wow, such technology, confusing
• Smart TV
Wow, such technology, confusing
• Smart TV
• Wifi
Wow, such technology, confusing
• Smart TV
• Wifi
• Blu-ray
Wow, such technology, confusing
• Smart TV
• Wifi
• Blu-ray
• Cable
Wow, such technology, confusing
• Smart TV
• Wifi
• Blu-ray
• Cable
• Netflix
Wow, such technology, confusing
• Smart TV
• Wifi
• Blu-ray
• Cable
• Netflix
• Home Security
Wow, such technology, confusing
• Smart TV
• Wifi
• Blu-ray
• Cable
• Netflix
• Home Security
• and more…
Wow, such technology, confusing - The Sequel
Wow, such technology, confusing - The Sequel
• Hardware
Wow, such technology, confusing - The Sequel
• Hardware
• Network
Wow, such technology, confusing - The Sequel
• Hardware
• Network
• Storage
Wow, such technology, confusing - The Sequel
• Hardware
• Network
• Storage
• Services
Wow, such technology, confusing - The Sequel
• Hardware
• Network
• Storage
• Services
• Content Delivery
Wow, such technology, confusing - The Sequel
• Hardware
• Network
• Storage
• Services
• Content Delivery
• Security
Wow, such technology, confusing - The Sequel
• Hardware
• Network
• Storage
• Services
• Content Delivery
• Security
• and more…
Situational Awareness

“If you don’t know where you are going, you might end up
someplace else.”
- Yogi Berra
Everyone Is Smart
Everyone Is Smart
• Find the passion
Everyone Is Smart
• Find the passion
• Listen to what they’re saying
Everyone Is Smart
• Find the passion
• Listen to what they’re saying
• Respect the experience
Talking Down vs. Discussing Up
Talking Down vs. Discussing Up
• “OK?”
Talking Down vs. Discussing Up
• “OK?”
• Aiming too low
Talking Down vs. Discussing Up
• “OK?”
• Aiming too low
• Expertise Bias
Just Enough Config For Success
Just Enough Config For Success
• The flux capacitor
Just Enough Config For Success
• The flux capacitor
• What’s this button do?
Just Enough Config For Success
• The flux capacitor
• What’s this button do?
• These are not the droids you’re looking
for
Speaking On Their Terms

“Understanding is a two-way street.”
- Eleanor Roosevelt
Pick Your Poison
Pick Your Poison
• It’s their language, not yours
Pick Your Poison
• It’s their language, not yours
• Let me speak
Pick Your Poison
• It’s their language, not yours
• Let me speak
• So it’s like…
Analogous Analogies

http://www.infocellar.com/software/files-folders.htm
Analogous Analogies
• Spinning a tale

http://www.infocellar.com/software/files-folders.htm
Analogous Analogies
• Spinning a tale
• Keep it brief

http://www.infocellar.com/software/files-folders.htm
Analogous Analogies
• Spinning a tale
• Keep it brief
• If they still look confused, your analogy
sucks

http://www.infocellar.com/software/files-folders.htm
Know Everything… Or Enough To Seem Like It
Know Everything… Or Enough To Seem Like It
• Do your research
Know Everything… Or Enough To Seem Like It
• Do your research
• Ask questions that mean something
Know Everything… Or Enough To Seem Like It
• Do your research
• Ask questions that mean something
• Listen and repeat
Pacing and Guiding

“The two most powerful warriors are
patience and time.”
- Leo Tolstoy
High Speed, Low Drag
High Speed, Low Drag
• Where’s the turbo button?
High Speed, Low Drag
• Where’s the turbo button?
• No one left behind
High Speed, Low Drag
• Where’s the turbo button?
• No one left behind
• Ramming Speed!
Frequent Checkups
Frequent Checkups
• Where did everybody go?
Frequent Checkups
• Where did everybody go?
• And your mouse trap should look like…. what
is that?
Infinity Loop

http://www.justsaypictures.com/infinity.html
Infinity Loop
• Pete, Pete and Repeat

http://www.justsaypictures.com/infinity.html
Infinity Loop
• Pete, Pete and Repeat
• That’s an odd reference

http://www.justsaypictures.com/infinity.html
Infinity Loop
• Pete, Pete and Repeat
• That’s an odd reference
• Resolution

http://www.justsaypictures.com/infinity.html
Recap
• Trust in the Experience of Others
• Talk with People, Not at People
• Protect Learners from Themselves
• Know Their Language
• Let Them Go Fast
• Check-in and check-out
Thanks!
• @michaelpgoetz
• mpgoetz@getchef.com
• https://micgo.net

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My Parents Configured Their Living Room