Thai Wood, Resilience Roundup
Learning from others' experience is a critical skill, especially after an incident or outage. Typically we do this by asking questions. But it turns out that how we ask questions, and how we interact with the person we're asking questions of matters, a lot.
Often times attempts at knowledge elicitation in this stage can be ineffective. There are techniques, backed by decades of research, currently in use by accident investigators in the US when investigating aviation, highway, or marine accidents.
I'll go over some core techniques that can be implemented right away. These techniques are grounded in research and are not adversarial, but can make a big impact on the quality of information you receive when trying to learn from others.
Thai Wood, Resilience Roundup
Thai helps teams build more resilient systems and improve their ability to effectively respond to incidents. A former EMT, he applies his experience managing emergency situations to the software industry. He writes about resilience engineering each week at ResilienceRoundup.com
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author = {Thai Wood},
title = {Use Interview Skills of Accident Investigators to Learn More about Incidents},
year = {2019},
address = {Singapore},
publisher = {USENIX Association},
month = jun
}