Iditarod and software development

As I posted on my Facebook page, Iditarod has removed my ability to post to their Facebook page.  The proximate cause appears to have been my suggestion that they hire a tech support professional.  I accept that I've been a little obnoxious.  I don't think, however, that I'm wrong.

I don't think Iditarod realizes yet that they're now in the commercial software business.  They wrote some software, they're selling it, and that's kind of that.  I don't think they had any idea at all what they were getting into, and I've been trying to figure out why they did it in the first place.  I think part of the issue is that Trackleaders' user interface really does look dated, even if they've got the best functionality in the event tracking business.  Iditarod wants their stuff to be "branded."  (They also want to charge a lot of money for it; Trackleaders is committed to tracking being free to fans).  I think a better outcome would have been to work with Trackleaders on figuring out how to "skin" the Trackleaders app to develop a distinctive look.

But, that's not what they did.  They decided to write their own software.  I can't imagine they did it to save money, since programmers are really pretty expensive.  Better ones make upwards of $90,000/year, plus benefits, really good ones make big piles of cash.  On the other hand there are web sites for jobbing out work to what are really very good programmers in places like Pakistan and Bangladesh, and those folks are quite inexpensive (at the cost of some reliability issues due to both infrastructure and political stability - a friend hired some developers in Pakistan and then Bhutto was assassinated a few days later, which, among other things, pushed deadlines back).

What Stan and the other fun folks in that office might not have realized is that you never finish software, never.  You release it, but there's always more work to do, bugs to fix, features to add, underlying technology changes to adapt to, and so on.  For example, when Google changed their maps API, it put one of my favorite Alaska GIS websites out of business, because there was no money to hire programmers to adapt their software to the new interface.  So, when the ITC decided to develop their own software, they decided to commit money to it, year after year after year after year.

Something else they apparently didn't realize is that software is not ready for release when the developer says "it works for me."  The developer knows how it works and naive programmers only test happy path application use.  Once the software is released into the wild, particularly if it's a web app, it's going to be run in a variety of platform and browser environments, users are going to try to do things you could not possibly have imagined, and so on.  Bringing in a test professional to bang on your application is going to turn up problems before the software is released, giving you an opportunity to fix bugs and head off support issues.  A typical test environment has a bunch of different operating systems running in clean VMs (virtual machines), with as many browsers (and versions of browsers) as they can possibly get their hands on.  I'm still boggled that Iditarod developers apparently didn't test their stuff on Internet Explorer, which may be losing market share but is still the second most-widely used browser after Chrome (see here for browser stats).  Test and QA professionals are in high demand and well-compensated for a very good reason - over the long run they save a project money, reputation, and headaches.

So here we are, with Iditarod having developed their own software and not having tested it before releasing it.  Now what?  Well, this is where having tech support people makes a huge, huge difference.  For starters, actually knowing something about the technology is kind of a time-saver when trying to solve a technical problem.  In library school, people who are planning on a career providing reference services are taught a skill called "negotiating the question," where they're taught techniques for finding out what a library patron's real question is when they come in with something vague or somewhat oblique to what they really want to find out.  Tech support people do the same thing.  They find out how to reproduce a problem and they know how to describe it to developers to find a solution if it's not something they can figure out themselves.  They recognize the difference between a user error and a real bug.

But that's not what Iditarod has.  They hired some social media people, whose job is to say "Watch this fantastic video!  Then buy things."  They may be able to navigate Facebook and Twitter extremely well, but those are different skills from being able to sort out technical problems.  And so it is that Iditarod's social media people were answering questions from someone who was unable to watch videos because she clearly wasn't logged in. They told her "Reboot your computer" (I'm only sorry I never had an opportunity to ask them how they thought that would help).  That led to a situation in which the social media people were flustered and frustrated and the user with the unsolved question was pissed off.  It's not good for anybody.

So, perfect storm of really bad decisions on ITC's part.  I don't expect Iditarod to fix this situation, because Iditarod doesn't fix these things and it's completely consistent with past performance (here's something I wrote about this almost exactly two years ago, when the handwriting was already on the wall with regard to IonEarth's long-term viability).  It's a tough situation for those putzes who blocked me from posting on Iditarod's wall, and it's a tough situation for fans.  I don't expect it to improve, at least not any time soon.

I really don't like the Iditarod organization, in case that's in any way unclear (!).  But when you get past all the stupid decisions, the commercialism, the minstrel show aspects of some of what goes on, that they really do not put dogs first, it's still a 1000-mile race with superb mushers and incredible athlete dogs.  Fortunately, as was foreseeable a few years ago, better and better photos, videos, and coverage are coming from free sources (in addition to the Anchorage Daily News and KNOM, KUAC started sending Emily Schwing out on the Iditarod trail two years ago, and this year Alaska Dispatch has really upped their coverage).  The only thing that Iditarod provides that isn't available elsewhere is the tracking, and at this point it's nearly worthless, anyway.  I am cheering for friends running the race and wishing them the best,  The ITC, well, whatever.