110: Human Incident Response with Courtney Eckhardt

Greater Than Code

• Episode: 110: Human Incident Response with Courtney Eckhardt
• Website: Greater Than Code
• Feed URL: https://www.greaterthancode.com/feed/podcast
• Duration: 01:00:22
• Published: 2018-12-19 06:00

In this episode, Courtney Eckhardt talks about incident response: how we talk and interact with people who are affected by crappy things. She also talks about disabilities in the workplace and professional spaces, the tension between accessibility and security, and incident retrospectives and defensiveness as a natural instinct to feedback. A Word From Our Sponsor: Check out this new podcast called The Local Maximum - it's hosted by Max Sklar who is a Machine Learning Engineer at Foursquare. He covers a lot of fascinating topics: AI, building better products, and the latest technology news from his unique perspective. Max interviews a wide diversity of guests, including Engineers, Entrepreneurs, and Creators of all types. You can see their bios at localmaxradio.com, and subscribe to the Local Maximum podcast wherever you listen! Panelists: John K. Sawers | Sam Livingston-Gray | Jamey Hampton | Coraline Ada Ehmke Special Guest: Courtney Eckhardt: @hashoctothorpe Courtney Eckhardt has spent time working in system administration, tech support, internet anti-abuse, and incident response.  She was one of the founding members of the feminist makerspace Seattle Attic and served on its board, and she's participated in the Apparel Manufacturing Boot Camp at Albuquerque Fashion Incubator multiple times.  Courtney is currently an incident response specialist at Heroku, and she gives conference talks about incident response, incident retrospectives, and having a healthy operations culture. RubyConf 2018 - Retrospectives for Humans by Courtney Eckhardt Show Notes: 01:16 – Courtney’s Superpower: Explaining things. 06:50 – Incident Response: How we talk to people how are are affected by incidents Other Great Incident Response GTC Episodes! 088: The Safety 2 Dance with Steven Shorrock 096: Resilience Engineering with John Allspaw 13:52 – Disabilities in the Workplace and Professional Spaces 20:25 – The Tension Between Accessibility and Security 23:20 – Developing Coping Skills in Response to a Troubled Childhood / Combatting the Feeling of Being Othered 29:16 – Incident Retrospectives and Defensiveness as a Natural Instinct to Feedback 35:29 – Showing Vulnerability "In order to understand what another person is saying, you must assume it is true and try to imagine what it could be true of." - George Armitage Miller 43:56 – Emotional Response Trauma and Recovery: The Aftermath of Violence--From Domestic Abuse to Political Terror Mental Health First Aid Reflections: John: Trauma doesn’t stay in the past. Trauma has a continuous effect on our lives. Coraline: Thinking about therapy and frame it as a blameless retrospective. Sam: Referring to “post mortems” as “retrospectives” and buying the book Agile Retrospectives. (Future book club episode?!) Jamey: Even if you’re not changing things in a higher level, you can still help on a direct level. Courtney: Group therapy and handling retrospectives. Want to help keep us a weekly show, buy and ship you swag, and bring us to conferences near you? Support us via Patreon! Or tell your organization to send sponsorship inquiries to [email protected]. Are you Greater Than Code? Submit guest blog posts to [email protected] Please leave us a review on iTunes! This episode was brought to you by @therubyrep of DevReps, LLC. To pledge your support and to join our awesome Slack community, visit patreon.com/greaterthancode. To make a one-time donation so that we can continue to bring you more content and transcripts like this, please do so at paypal.me/devreps. You will also get an invitation to our Slack community this way as well. Amazon links may be affiliate links, which means you’re supporting the show when you purchase our recommendations. Thanks! Transcript: JOHN:  Welcome to Greater Than Code, Episode 110. I'm John Sawers. I'm here with my friend Sam Livingston-Gray.