FreshBooks secret sauce: chatrooms
Now this is a story all about how my life got flip-turned upside down.
I’d like to take a minute — just sit right there,
I’ll tell you how chatrooms are the Prince of Bel-Air.
When I began researching, thinking always,
in chatrooms is where I spent most of my days.
I asked one little question and a sysadmin got scared…
Okay, well, he didn’t really get scared.
He got historical, and told me that we began using chatrooms at FreshBooks after a hackoff he did years ago. Receiving a direct answer like that encapsulates the magic of a simple chatroom: I asked a broad group of people about something and quickly received an answer from whomever had the time, knowledge, and interest to speak up. Chat systems are like water to fish: rarely examined, but integral to our experience — and if you’re not using named chatrooms, you’re missing out on something great.
Questions and Answers
That sysadmin was in #geek, an informal room we have for tech-related discussion which averages 20-25 users in our hundredish-person company. I asked, “hey everybody, who wants to regale me with tales of when and how we started using our chat system?” Around a minute later, our senior-most sysadmin said, “haha I was just talking about that — it was a hackoff of mine!” The discussion that followed gave me a lot of information, and many people chimed in when they had something relevant to add. No one was bothered by direct poking, we didn’t generate email clutter, and my problem was swiftly solved. Magic.
A different example comes from #dev, a more work-related discussion room which averages about 30 people. Someone asked why he got an error when piping a git command into grep. People came out of the woodwork and shortly figured out that he wanted “[colors] ui = true” in his .gitconfig, instead of “[colors] ui = always”.
We got robots
While that was going on, something else amazing was happening in the exact same place. A bot (named Hobbes) who watches the status of our builds reported a failure, and listed the commits and their authors since the last successful build. Everyone reading the discussion could see the failure, but no one needed to get an email to learn that the build broke. The specific people mentioned were also alerted by their clients that their name came up — which would likely grab their attention if they were looking elsewhere.
A bot named Bert sits in #release and acts as a queue-manager for hotfix patches. He’s also a cross-channel announcer: with a simple command, he can relay a message to every room he’s in. Another bot named Ernie does dozens of things. For example, he keeps track of streetcar times at the nearest stop, and reports on weather. He’s also a source of humour: there are commands to return custom image macros like ‘KHANNNNN!!!’, and any mention of ‘bees’ will link to this gem. Because Ernie is a little spammy, he only gets logged into chats like #geek and #fluffychat, where the topic of discussion is more free to wander. He is a modified version of github’s popular hubot, which we’ve found easy to make use of and extend.
We release a new version of our app every week. The day before a release, we hold a pre-release meeting where we make sure everyone involved is on the same page. The meeting involves a lot of people, follows a set routine, and many people only speak once in it, so it doesn’t feel worth gathering us all into a room. It’s also worth keeping a record of the output of the meeting, which is specific considerations and preparation instructions for the upcoming release. So we hold it in the #release chat room. That way, it’s instantly logged and bothers the minimum number of people for the shortest period of time.
During an actual release, the #release channel is watched closely by operations, QA, and every dev with code going into the app. Each step of the release is reported in the chat, and there’s no speaking in there aside from pertinent information. It’s an awesomely high signal to noise coordination tool.
Not-work things are fine too
There’s also a lot of value to chats beyond what’s directly work-related. For instance, jokes told in chat often elicit laughter throughout the office. Hearing a whole team start laughing when none of them said anything in real life is weird and so awesome. There are also off-topic rooms like #fluffychat which feature pictures of the internet’s cutest animals scrolling to the end of the universe. Our chatrooms keep conversation flowing throughout the office, and as a result the barriers to really valuable communication remain low.
So, you should use chatrooms
Our chatroom usage started as a day-long project by a single employee. People quickly saw its value, and it became a permanent, company-wide aspect of our lives. It’s simple, but it’s one of the things I like most about working here — it’s definitely worth a shot at at your workplace.
It’s pretty easy to get this kind of thing going. In the simplest case, just log into an existing IRC server, set up some rooms and bots, and you’re done. You could also run your own IRC or Jabber server, or sign up for a packaged alternative. We run ejabberd (an erlang jabber daemon) in-house, which gives us an automatic roster of each account and its status, and also keeps all of our internal chat under our own roof. If it’s important to you not to send your data out to a third party (like it is for us), you’ll probably want to run your own chat server.
I polled all my friends (about seven or eight),
and I learned from them (sadly) that they’re missing out here
you heard about our chatrooms, now we’re finally square,
they sit on the throne as the Prince of Bel-Air.