you14:02hey, i have multiple orders displaying EUR as currency even when the customer paid in other currencies, know what's going on?
jordan15:47i have no idea. have you asked joel?
Jordan was interrupted and you are none the wiser. The search continues...
post in #billing
Infinite Buffer's Workspace: Your chats
Channels
#billing
#general
DMs
jordan
joel
you14:02multiple orders are displaying EUR as currency even when the customer paid in other currencies. anyone know what's going on?
laura14:10yeah, that's a bug from tuesday's release. our fix ships tomorrow, i'll post here when it's out
nika14:15i've already gotten four tickets about this. i'll tell them it's fixed tomorrow 👍
➕ 2
The keyholder answers directly and everyone affected stays in the loop.
why.txt
Discoverable. The next person can find the information through search (and maybe add to it).
The right person answers. You don't need to know exactly who knows best.
No telephone game. Invite people to the thread instead of explaining from scratch four times.
No shadow work. The team sees what's pulling people away from what they planned.
Keep the entire team informed. Works across floors, cities and even working from home!
Start off on right foot. The longer a DM gets, the tougher it is to move it anywhere else.
but...
"I know who knows the answer, why should i bother the rest of their team?"
Tag them in the channel post! You'll still get your answer, and everyone else gets it for free. If they're away, busy or wrong, someone else can step in.
"I think my issue might be too basic to discuss in front of everyone."
Is it just an irrational fear, or does your workplace ridicule well-intended inquiries? If it's the former, you might just have the opportunity to break a similar barrier for someone else.
"If DMs are so useless, why do they exist at all?"
There are of course exceptions. HR issues, private conversations, planned surprises: DM away.
Public channels spread knowledge like wildfire. Use them!
Three weeks later, Mia finds a stale order with an issue. Naturally, she checks if someone has had a similar issue.
Infinite Buffer's Workspace: Search
#general · Mar 14, 2017
bjørn11:20We'll never need to support EUR currency
End of results
The answer exists, somewhere in your DMs. So mia asks around.
Infinite Buffer's Workspace: Mia's chats
jordan
mia10:14hey, got an old order showing EUR even though the customer paid in NOK. any idea?
jordan11:30hm, someone asked me that a few weeks ago… try joel?
Jordan remembers the question, but only a select few have access to the answer (which might not even be up to date!).
Infinite Buffer's Workspace: Search
#billing · Sep 3
you14:02multiple orders are displaying EUR as currency even when the customer paid in other currencies. anyone know what's going on?
laura14:10yeah, that's a bug from tuesday's release. our fix ships tomorrow, i'll post here when it's out
nika14:15i've already gotten four tickets about this. i'll tell them it's fixed tomorrow 👍
nika14:16all currencies? and will old orders fix themselves?
laura14:19all of them. old orders need a resync, i'll add steps when the fix is out
lauraSep 4fix is live ✅ orders from before wednesday need a resync, see the billing runbook
Mia found everything in seconds, fix and follow-up included.
Jordan said to ask Joel. Joel said to ask Laura.
Infinite Buffer's Workspace: Your chats
laura
you16:30hi! jordan sent me to joel, who sent me to you. some orders show EUR even though the customer paid in another currency?
laura16:34yeah, bug from tuesday's release. fix ships tomorrow
Answer found, but now you're the messenger.
Infinite Buffer's Workspace: Your chats
nika
you16:41fyi the EUR thing is a known bug, laura says it's fixed tomorrow
nika16:43all currencies? and will old orders fix themselves? i've got four customers waiting
...and you don't know the follow-ups.
Infinite Buffer's Workspace: Your chats
#billing › thread
laura14:10yeah, that's a bug from tuesday's release. our fix ships tomorrow, i'll post here when it's out
nika14:15i've already gotten four tickets about this. i'll tell them it's fixed tomorrow 👍
nika14:16all currencies? and will old orders fix themselves?
laura14:19all of them. old orders need a resync, i'll add steps when the fix is out
Nika asks her follow-ups directly, and Laura answers them once.
Meanwhile, Laura's afternoon.
Infinite Buffer's Workspace: Laura's chats
Channels
#billing
#general
DMs
you 1
nika 2
jordan, joel, sam 5
alex 1
youhi! jordan sent me to joel, who sent me to you
nikacustomers asking why their invoice says EUR?
jordan +2joel: looping in laura re the EUR orders
alexhey, got a sec?
All her colleagues asking the same question, with different words. Joel thought he'd get "everyone" in touch through a group chat.
Infinite Buffer's Workspace: Laura's chats
Channels
#billing
#general
DMs
you
nika
jordan, joel, sam
alex
laura14:10yeah, that's a bug from tuesday's release. our fix ships tomorrow, i'll post here when it's out
👀 6
Laura gets to answer once, and reach everyone.
The next morning, Laura's lead checks in.
Infinite Buffer's Workspace: Laura's chats
priya
priya09:05hey, is the refund flow still on track for friday?
laura09:12a bit behind, sorry. spent yesterday afternoon answering currency questions
Laura lost an afternoon to passing notes back and forth.
Infinite Buffer's Workspace: Laura's chats
#billing
laura09:02refund flow is up for review 🎉 got a head start yesterday afternoon
priya09:05ahead of friday, nice!
Laura got to chip away at the next task.
and some DM that got long to find the culprit.
Infinite Buffer's Workspace: Your chats
laura
38 earlier messages
laura17:48ok so it's the rounding, not the rate lookup
you17:49we should really write this up somewhere
laura17:55yeah. tomorrow
Laura never got around to it.
Infinite Buffer's Workspace: Your chats
#billing › thread
38 earlier replies
laura17:48ok so it's the rounding, not the rate lookup
joel17:51oh, that explains the refund totals too
Even if it didn't get a proper writeup, it remained searchable for anyone.