November 2020
Beginner to intermediate
250 pages
7h 41m
English
Content preview from 97 Things Every SRE Should Know
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Chapter 71. Study of Human Factors and Team Culture to Improve Pager Fatigue
Daria Barteneva
Noisy pagers can lead to pager fatigue, but noisiness is a subjective idea; every team will have its own threshold of alerts for a noisy pager. There’s an assumption that more must mean worse, which led me to wonder: does the number of pages correlate to on-call satisfaction? To find out, I looked at an organization of ~200 engineers divided into teams of between 10 and 20 people, with a mix of experienced and junior engineers. Engineers rated their on-call satisfaction and provided verbose feedback about their experience. The results surprised me. A higher number of pages didn’t correlate with on-call satisfaction.
I looked at the teams that scored high in satisfaction and had a high number of pages, and shadowed them to learn more about their engineering practices. It turns out that human factors and team culture played substantive and important roles in empowering engineers to feel more positive about their on-call experience.
Pager fatigue is not about the volume of pages; one can have two pages but no sense of agency to change the situation, whereas another could have 20 pages and thrive on driving durable improvements in the system. I found that satisfied teams had engineers with autonomy and were empowered to drive the change in the system where it mattered most. In addition, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.