Social Media is terrifying. It’s raw, reactive, uncensored and unstoppable. We’re all at the will of the masses.
How do I manage to watch it all? How do I control my brand reputation? How do I clean up the messes? These are concerns for all of us today as we dig into the repercussions and responses to social prowess.
But that’s all rather abstract, and I have a real-world story to share today.
Joe Onisick, known for his humor as much as his cloud talk, had what anyone would call a frustrating time with a VNXe installation.
This moment is a great opportunity to show that EMC listens, even when it hurts to hear it.
Joe isn’t one to sugarcoat, which I love.
I noticed Joe’s comments coincidentally and engaged right away due to our overlapping social spheres. After some public and private conversation, I found out his colleague had made some edits to his VNXe lab box. On top of this frustration, the delay in storage provisioning through Unisphere pushed him to share his experience quite publicly in no uncertain terms.
What’s a company to do? Freak out? Fire someone?
Both of these are sure to have been or due to happen. What I’m proud to say is that my colleague’s responses have been incredible. Social champions from Marketing and Global Services connected the dots and brought this conversation to Engineering’s attention.
A snippet of response from Engineering tells it all:
On VNXe, for code older than << redacted >>
** For a 1TB FS, NL SAS drives 4+2, the best scenario time = 9 min 29 sec
** For a 1TB FS, SAS drives 3+3 or 6+1, best scenario time = 5 min 17 sec
** 2TB on MR3 system and creation time = 16 min
5min 1sec to create FS itself [Compared to 2min 19 seconds on <<redacted>>) & more than double the time on VNX
Nick is going to create an ticket so we can investigate and see if 2 times observed when there was no activity, can be triaged and shaved without architectural change
The Engineers mentioned here took hours to reinitialize systems and measure the results with repeatable tests. This opportunity for microfocus lead to the discovery of an anomaly that can now be addressed. It received attention because Joe had the ability to share his experience through Twitter engagement.
This event is without a doubt to me a positive one.
Public frustration gives us the opportunity to admit our strengths, weaknesses and find a way to personally connect with our community’s needs. If we continue to encourage this engagement and have the fortitude to listen rather than react, we’ll end up with incredible real-time feedback directly from our customers. It is through this direct conduit to those who engineer our systems that the social media beast drives product innovation.
As a former Engineer on the team that responded here, I know I can say they truly love their system and hope you do as well. It is this relationship of social enabling community leaders to speak frankly that inspired the EMC Elect program and it’s crucial to the company’s continued success.
If you’re not already, you can follow Joe’s serious side at www.definethecloud.net and his real-time quips on Twitter.