I am very saddened by the state of the IT industry. It seems like nearly
everyone who works in or around IT is, to put it bluntly, a cowboy. There
appears to be very little desire for actually
helping people;
instead all I see is a very large number of people circling around looking
for the next person they can make a quick buck off. In short, most of the
IT industry is composed of people who are little better than shysters and
conmen.
As a case in point, I recently had contact with someone who is trying to
get an online store running. They've been trying, unsuccessfully so far,
for several months. They've been screwed over by basically every
IT-related person they've had contact with so far. Now, after all of
their suffering, they've finally gotten in contact with me. Most of their
money is gone, and they're deeply behind schedule. So I'm left trying to
pull a miracle job in little time and with little money. Yes, I could
shoo them away, because they're asking for more than they can afford, but
there's a little spark of helpfulness left in me, and I'll try to get them
going as best they can with what they've got.
If they'd found someone competent right at the beginning, they'd have been
fine. They started with sufficient cash and time to produce a good end
result. But chancing upon someone decent doesn't have good odds in IT;
it's a bit like winning the lottery.
This story isn't unique in my personal experience, by any stretch. There
seems to be a near-endless procession of non-technical people who come out
of their encounters with the IT industry battered and bruised, whether it
be on the web, in their business infrastructure, or their personal
computing needs.
While it's easy to blame the customer for not managing themselves and
their computing properly, I don't think it's fair to lay the blame on them
-- to me, that's like blaming the patient for dying on the operating
table, when the responsibility must lie, prima facie, with the surgeon.
It's the surgeon, after all, who is the (presumably) trained and
experienced professional in the relationship, and it is
his
responsibility, primarily, to ensure that everything goes smoothly[
1].
Depressingly, I don't see much of a way around this problem. The few IT
people who
did care could try and group together, build some sort
of a rating or "membership implies quality" system, educate the consumer,
and try and drive the cowboys out, but guilds and trade associations are
frowned upon these days, smacking (as they do) of restraint of trade and
collusion. Government regulation
never seems to produce anywhere
near the desired result, while hoping that the consumer will either rise
up and demand quality, or will gain sufficient knowledge to be able to
pick a cowboy is a complete non-starter, for the same reason as teaching
everyone basic surgical techniques isn't going to improve the quality of
hospitals.
There's an ad that used to be on Australian TV for a certain bank, where a
guy is at a party and he's asked by another of the partygoers what he does
for a living. As he replies, "I work in banking", the entire party goes
silent and stares at him in horror. It's only when he says, "It's OK, I'm
with $BANK_BEING_ADVERTISED" that everyone looks happy again and continues
on with their party.
Although I've never had that particular experience, I'm almost getting to
the point where I'm not happy telling people what I do for a living. This
is because in any non-trivial collection of people, there's almost
certainly going to be at least one person who has had such a poor
experience with the IT industry that they're either going to take it out
on me, ask me interminable questions about computers, or will just hate me
on principle. It's unfortunate that brothels don't have pianos any more;
if I were to say "I play piano in a whorehouse" I'm pretty sure the
response would be "lawyer or sysadmin?".
As Edsger Dijkstra said back in 2001, "The average customer of the
computing industry has been served so poorly that he expects his system to
crash all the time, and we witness a massive worldwide distribution of
bug-ridden software for which we should be deeply ashamed." Are you?
1. That isn't to
say that the patient (or client) has no responsibility in ensuring a
positive outcome -- if you go bungee jumping the day after open heart
surgery, or never send your web developer any content, you're very
unlikely to have a positive outcome. However, it seems to me as though
the only customer consultation done by most IT "professionals" on taking
on a project is a Homeresque "I only have two questions. 'How much?' and
'give it to me'".