Rules Shouldn’t Have Exceptions

MerkurRazor

On my way to Virtualization Field Day 4, I ran into a bit of a snafu at the airport that made me think about policy and application. When I put my carry-on luggage through the X-ray, the officer took it to the back and gave it a thorough screening. During that process, I was informed that my double-edged safety razor would not be able to make the trip (or the blade at least). I was vexed, as this razor had flown with me for at least a whole year with nary a peep from security. When I related as much to the officer, the response was “I’m sorry no one caught it before.”

Everyone Is The Same, Except For Me

This incident made me start thinking about polices in networking and security and how often they are arbitrarily enforced. We see it every day. The IT staff comes up with a new plan to reduce mailbox sizes or reduce congestion by enforcing quality of service (QoS). Everyone is all for the plan during the discussion stages. When the time comes to implement the idea, the exceptions start happening. Upper management won’t have mailbox limitations. The accounting department is exempt from the QoS policy. The list goes on and on until it’s larger than the policy itself.

Why does this happen? How can a perfect policy go from planning to implementation before it falls apart? Do people sit around making up rules they know they’ll never follow? That does happen in some cases, but more often it happens that the folks that the policy will end up impacting the most have no representation in the planning process.

Take mailboxes for example. The IT department, being diligent technology users, strive for inbox zero every day. They process and deal with messages. They archive old mail. They keep their mailbox a barren wasteland of in-process things and shuffle everything else off to the static archive. Now, imagine an executive. These people are usually overwhelmed by email. They process what they can but the wave will always overtake them. In addition, they have no archive. Their read mail sits around in folders for easy searching and quick access when a years-old issue becomes present again.

In modern IT, any policies limiting mailbox sizes would be decided by the IT staff based on their mailbox size. Sure, a 1 GB limit sounds great. Then, when the policy is implemented the executive staff pushes back with their 5 GB (or larger) mailboxes and says that the policy does not apply to them. IT relents and finds a way to make the executives exempt.

In a perfect world, the executive team would have been consulted or had representation on the planning team prior to the decision. The idea of having huge mailboxes would have been figured out in the planning stage and dealt with early instead of making exceptions after the fact. Maybe the IT staff needed to communicate more. Perhaps the executive team needed to be more involved. Those are problems that happen every day. So how do we fix them?

Exceptions Are NOT The Rule

The way to increase buy-in for changes and increase communication between stakeholders is easy but not without pain. When policies are implemented, no deviations are allowed. It sounds harsh. People are going to get mad at you. But you can’t budge an inch. If a policy exception is not documented in the policy it will get lost somewhere. People will continue to be uninvolved in the process as long as they think they can negotiate a reprieve after the fact.

IT needs to communicate up front exactly what’s going into the change before the the implementation. People need to know how they will be impacted. Ideally, that will mean that people have talked about the change up front so there are no surprises. But we all know that doesn’t happen. So making a “no exceptions” policy or rule change will get them involved. Because not being able to get out of a rule means you want to be there when the rules get decided so you can make your position clear and ensure the needs of you and your department are met.


Tom’s Take

As I said yesterday on Twitter, people don’t mind rules and polices. They don’t even mind harsh or restrictive rules. What they have a problem with is when those rules are applied in an arbitrary fashion. If the corporate email policy says that mailboxes are supposed to be no more than 1 GB in size then people in the organization will have a problem if someone has a 20 GB mailbox. The rules must apply to everyone equally to be universally adopted. Likewise, rules must encompass as many outlying cases as possible in order to prevent one-off exceptions for almost everyone. Planning and communication are more important than ever when planning those rules.

Time For A Data Diet?

I’m running out of drive space. Not just on my laptop SSD or my desktop HDD. But everywhere. The amount of data that I’m storing now is climbing at an alarming rate. What’s worse is that I often forget I have some of it until I go spelunking back through my drive to figure out what’s taking up all that room. And it’s a problem that the industry is facing too.

The Data Junkyard

Data is accumulating. You can’t deny that. Two factors have lead to this. The first is that we now log more data from things than ever before. In this recent post from Chris Evans (@ChrisMEvans), he mentions that Virgin Atlantic 787s are generating 500GB of data per flight. I’m sure that includes telemetry, aircraft performance, and other debugging information that someone at some point deemed crucial. In another recent article from Jacques Mattheij (@JMattheij), he mentions that app developers left the debug logging turned on, generating enormous data files as the system was in operation.

Years ago we didn’t have the space to store that much data. We had to be very specific about what needed to be capture and stored for long periods of time. I can remember having a 100MB hard drive in my first computer. I can also remember uninstalling and deleting several things in order to put a new program on. Now there is so much storage space that we don’t worry about running out unless a new application makes outrageous demands.

You Want To Use The Data?

The worst part about all this data accumulation is that once it’s been stored, no one ever looks at it again. This isn’t something that’s specific to electronic data, though. I can remember seeing legal offices with storage closets dedicated to boxes full of files. Hospitals have services that deal with medical record storage. In the old days, casinos hired vans to shuffle video tapes back and forth between vaults and security offices. All that infrastructure just on the off-chance that you might need the data one day.

With Big Data being a huge funding target and buzzword source today, you can imagine that every other startup in the market is offering to give you some insight into all that data that you’re storing. I’ve talked before about the drive for analysis of data. It’s the end result of companies trying to make sense of the chaos. But what about the stored data?

Odds are good that it’s going to just sit there in perpetuity. Once the analysis is done on all this data, it will either collect dust in a virtual file box until it is needed again (perhaps) in the far future or it will survive until the next SAN outage and never be reconstructed from backup. The funny thing about this collected data cruft is that no one misses it until the subpoena comes.

Getting Back To Fighting Weight

The solution to the problem isn’t doing more analysis on data. Instead, we need to start being careful about what data we’re storing in the first place. When you look at personal systems like Getting Things Done, they focus on stemming the flow of data quickly to give people more time to look at the important things. In much the same way, instead of capturing every bit coming from a data source and deciding later what to do with it, the decision needs to be made right away. Data Scientists need to start thinking like they’re on a storage budget, not like they’ve been handed the keys to the SAN kingdom.

I would be willing to bet that a few discrete decisions in the data collection process about what to keep and what to throw away would significantly cut down on the amount data we need to store and process. Less time spent querying and searching through that mess would optimize data retrieval systems and make our infrastructure run much faster. Think of it like spring cleaning for the data garage.


Tom’s Take

I remember a presentation at Networking Field Day a few years ago when Statseeker told us that they could scan data points from years in the past down to the minute. The room collectively gasped. How could you look that far back? How big are the drives in your appliance? The answer was easy: they don’t store every little piece of data coming from the system. They instead look at very specific things that tell them about the network and then record those with an eye to retrieval in the future. They optimize at storage time to help the impact of lookup in the future.

Rather than collecting everything in the world in the hopes that it might be useful, we need to get away from the data hoarding mentality and trim down to something more agile. It’s the only way our data growth problem is going to get better in the near future.


If you’d like to hear some more thoughts on the growing data problem, be sure to check out the Tech Talk sponsored by Fusion-io.

 

A Bright And Happy 2015 Ahead

Welcome to a new year finally divisible by five! This is a year devoid of extra February days, Olympics, or anything else. It’s a chance for us to take a look at technology and make things better and easier for users and IT staff. It’s also probably going to be called the year of VDI, NFV, and SDN. Again.

Rather than writing a wrap up post for the end of 2014 like so many other sites, I like to look at what I said I was going to do 365 days ago and see if I followed through on them. It’s a way to keep myself honest and also to see how the year transformed around me and my goals.

Looking at 2014

Thankfully, my goals for 2014 were modest. I wanted to get more involved with the people in the IT industry. And I did that in a big way. I went to a ton of conferences and events through the year. Cisco Live, VMworld, and HP Discover Barcelona were all on my list this year, as well as all of the Tech Field Day events I took part in as an organizer. It was a grand opportunity to meets lots of people in the technology space. I got to interact with the old guard and see the rise of new stars. Jobs changed. People sought out new careers. And through it all I got a real sense that the people that are going to change the world in technology are passionate about what they do.

Passion is the key to making sense out of what we do. I’m not saying that you have to be so in love with your job that you are blinded to the world. What I mean is that you need to have passion about the things that matter to you. For me, it’s about seeing new technology and exposing people to it. I love Tech Field Day. It warms my heart when people come to me during and after the event and tell me that they were able to see so much more than they imagined. When a delegate tells me they finally had a chance to meet one of their tech idols or had a game changing conversation during the limo ride between presenters I genuinely smile. Those are the kinds of moments that make everything worth it for me.

What’s In Store For 2015?

For now, the major things aren’t going to change any time soon. My Bruce Wayne job is still going to be Tech Field Day. My Batman job is going to be writing on this blog. But I’m going to try a few new things and see how they work out.

Markdown

I’ve played around with the idea of writing in Markdown for a while now. It’s a simple language that turns thoughts into HTML with out needing to remember some of the more irritating code sections. I’ve never really committed to it before, looking at it more as a hobby or a thing I would eventually get to. Well, for 2015 I’m going to commit to writing all of my posts in Markdown. There’s no better way to learn than a trial by fire. I don’t think the regular posts are going to be a big deal, but the 2015 Cisco Live Twitter List could be fun.

If you’d like to see a great reference sheet for Markdown, check out Greg Ferro’s (@EtherealMind) page on Markdown Reference.

Blog Themes

I wanted to retheme my blog for 2015. I investigated several options and ultimately abandoned all of them because I could never find the right combination. I’m picky about many things I work with every day, including my blog theme, my backpack/messenger bag, and my computer desk. Since I’m hosted on WordPress.com, I can’t just install any theme I want or make modifications to it as I would like. I’m going to keep investigating some ideas and may try them out now and then. Just don’t be surprised if things look slightly different one day in the near future.

Cisco Live Managmement

One of the ideas that I’m going to float out here six months early for Cisco Live is a poll/form for picking the best time to take the Twitter photo. Every year for the last four years we’ve taken a huge photo with all the social media crew at Cisco Live. In the past couple of years we’ve had some issues getting everyone in the picture due to scheduling. This year, Jeff Fry (@FryGuy_PA) and I want to make sure that no one is left out that wants to be in the big photo because of their schedule. I’m going to put up a poll in the next couple of months to pick the best possible time for the photo. And we’ll make sure to publish the results and work with the Cisco Live Social Media staff to get the photographer for that time.

I’m also looking at creating some other spreadsheets to keep track of other information during the event, so if you get a random email from me about it keep in mind that I’m trying to keep myself sane this year.


Tom’s Take

I’m excited for 2015. There’s going be a lot of technology to write about. Tech Field Day will be in Austin, Boston, and Silicon Valley. We’re going to be talking about wireless, networking, storage, and event Big Data! I’m also looking forward to reconnecting with my friends and peers this year and meeting new and exciting people. Through it all, I’m going to be writing away here as well to put my thoughts down about trends and ideas in the industry. There may be the occasional technical piece now and then, since explanation of complex tech subjects is something I think there needs to be more of.

To my readers, thanks for helping me realize how important blogging is the community. Keep posting comments and sharing my thoughts with the world. And in 2015 we’ll have more fun that we’ve had in a long while.

Q And A Should Include The E

The IT world is cyclical for sure. I’ve seen trends and topics repeating themselves over and over again in my relatively short time here. I find it interesting that we keep solving similar problems over and over again. I also find it fascinating that this particular issue leads to the reason why blogs are so important.

Any Questions?

Questions abound in IT. It’s the nature of the industry. However, it’s not just new questions that we create when technology leaps past us. We keep asking the same questions over and over again. This is the field of study that created the FAQ, remember?

In recent memory, I find the same questions being asked over and over again:

  • What is SDN?
  • How can SDN help me?
  • What makes this different from what we’ve done before?

You’ve probably asked those very same questions. Perhaps you found the answers you were looking for. Perhaps you’re still trying to figure it out. The problem is that those questions are still being asked. The industry should have evolved to the point where the simple questions have been answered with simple answers. Complex questions, or those questions that need more in-depth discussion, should be treated as such. Yes, the question of what SDN really is would take more than a cursory paragraph on a blog, but we should be able to at least answer it with enough specificity to make the user not feel like they been slighted.

Questions will never stop coming in IT. But how should we handle them?

Any Answers?

Questions may abound in IT, but the answers drive IT. People make a career out of being the person with the answers. It’s in all the marketing jargon. It’s why we create blogs. Even though most of my writing in the last year has been focused on industry trends or non-technical focused posts, the top three posts on my blog are still answers to simple questions:

  1. When Is A Trunk Not A Trunk?
  2. Switchport Voice VLAN – What Does It Do?
  3. Why Is My SFP Not Working?

These posts are far and away the most popular. I even saw this a few months ago and it made me smile:

This would make it seem like people are in need of answers. Any blogger can look at the incoming search terms for their blog and see all the things that brought readers to them. People want answers and they will keep looking until they find them. But why?

Explain It

I never understood why people kept searching for answers until I thought about satisfaction. I think Randall Munroe summed up the satisfaction (or lack thereof) angle here:

Who are you, DenverCoder9?!? (Thanks XKCD)

Who are you, DenverCoder9?!? (Thanks XKCD)

People can find answers easily. But they won’t stop looking until they are satisfied with the answer. It’s easy to find people saying things like “That’s not supported” or “RTFM” when you’re looking for an answer to a particularly difficult problem. And if you’ve ever called a tech support line, you know how unfulfilling the unsupported answer can feel.

That’s when explanation comes into play for me. First, an admission: I’m a chronic explainer. If you’ve ever met me and had a conversation with me for more than three minutes, you know I explain things. I talk about comic books and movies and technical topics in more depth than I should. That’s because I want things explained to me. Explaining how OSPF area calculations are done is as important as explaining how Captain America ended up wielding Mjolnir.

Think about the following answers:

This is unsupported.

or

This is unsupported on that platform because the CPU doesn’t have enough horsepower to process the packets in real time. We tried cutting down on the processing time but it just overwhelmed the unit no matter how much we tried. So rather than dealing with poor performance, we marked it as unsupported.

Both answers are technically correct. But the second is much more satisfying because the explanation is there instead of just the distilled answer.

The IT world needs more explanation. We need to know why things work the way they do instead of just getting a response of a few words. The explanation has the keys to understanding the answer to the question in its totality. It prevents us from asking the same questions over and over again. It leaves us fulfilled and ready to seek out the next question that needs to be asked.

Expiring The Internet

An article came out this week that really made me sigh.  The title was “Six Aging Protocols That Could Cripple The Internet“.  I dove right in, expecting to see how things like Finger were old and needed to be disabled and removed.  Imagine my surprise when I saw things like BGP4 and SMTP on the list.  I really tried not to smack my own forehead as I flipped through the slideshow of how the foundation of the Internet is old and is at risk of meltdown.

If It Ain’t Broke

Engineers love the old adage “If it ain’t broke, don’t fix it!”.  We spend our careers planning and implementing.  We also spend a lot of time not touching things afterwards in order to prevent it from collapsing in a big heap.  Once something is put in place, it tends to stay that way until something necessitates a change.

BGP is a perfect example.  The basics of BGP remain largely the same from when it was first implemented years ago.  BGP4 has been in use since 1994 even though RFC 4271 didn’t officially formalize it until 2006.  It remains a critical part of how the Internet operates.  According to the article, BGP is fundamentally flawed because it’s insecure and trust based.  BGP hijacking has been occurring with more frequency, even as resources to combat it are being hotly debated.  Is BGP to blame for the issue?  Or is it something more deeply rooted?

Don’t Fix It

The issues with BGP and other protocols mentioned in the article, including IPv6, aren’t due to the way the protocol was constructed.  It is due in large part to the humans that implement those protocols.  BGP is still in use in the current insecure form because it works.  And because no one has proposed a simple replacement that accomplishes the goal of fixing all the problems.

Look at IPv6.  It solves the address exhaustion issue.  It solves hierarchical addressing issues.  It restores end-to-end connectivity on the Internet.  And yet adoption numbers still languish in the single digit percentage.  Why?  Is it because IPv6 isn’t technically superior? Or because people don’t want to spend the time to implement it?  It’s expensive.  It’s difficult to learn.  Reconfiguring infrastructures to support new protocols takes time and effort.  Things that are better spent on answering user problems or taking on additional tasks as directed by management that doesn’t care about BGP insecurity until the Internet goes down.

It Hurts When I Do This

Instead of complaining about how protocols are insecure, the solution to the problem should be two fold: First, we need to start building security into protocols and expiring their older, insecure versions.  POODLE exploited SSLv3, an older version that served as a fallback to TLS.  While some old browsers still used SSLv3, the simple easy solution was to disable SSL and force people to upgrade to TLS-capable clients.  In much the same way, protocols like NTP and BGP can be modified to use more security.  Instead of suggesting that people use those versions, architects and engineers need to implement those versions and discourage use of the old insecure protocols by disabling them.  It’s not going to be easy at first.  But as the movement gains momentum, the solution will work.

The next step in the process is to build easy-to-configure replacements.  Bolting security onto a protocol after the fact does stop the bleeding.  But to fix the underlying symptoms, the security needs to be baked into the protocol from the beginning.  But doing this with an entirely new protocol that has no backwards compatibility will be the death of that new protocol.  Just look at how horrible the transition to IPv6 has been.  Lack of an easy transition coupled with no monetary incentive and lack of an imminent problem caused the migration to drag out until the eleventh hour.  And even then there is significant pushback against an issue that can no longer be ignored.

Building the next generation of secure Internet protocols is going to take time and transparent effort.  People need to see what’s going into something to understand why it’s important.  The next generation of engineers needs to understand why things are being built the way they are.  We’re lucky in that many of the people responsible for building the modern Internet are still around.  When asked about limitations in protocols the answer remains remarkably the same – “We never thought it would be around this long.”

The longevity of quick fixes seems to be the real issue.  When the next generation of Internet protocols is built there needs to be a built-in expiration date.  A point-of-no-return beyond which the protocol will cease to function.  And there should be no method for extending the shelf life of a protocol to forestall it’s demise.  In order to ensure that security can’t be compromised we have to resign ourselves to the fact that old things need to be put out to pasture.  And the best way to ensure that new things are put in place to supplant them is to make sure the old things go away on time.


Tom’s Take

The Internet isn’t fundamentally broken.  It’s a collection of things that work well in their roles that maybe have been continued a little longer than necessary.  The probability of an exploit being created for something rises with every passing day it is still in use.  We can solve the issues of the current Internet with some security engineering.  But to make sure the problem never comes back again, we have to make a hard choice to expire protocols on a regular basis.  It will mean work.  It will create strife.  And in the end we’ll all be better for it.

The Trap of Net Neutrality

net-neutrality

The President recently released a video and statement urging the Federal Communications Commission (FCC) to support net neutrality and ensure that there will be no “pay for play” access to websites or punishment for sites that compete against a provider’s interests.  I wholeheartedly support the idea of net neutrality.  However, I do like to stand on my Devil’s Advocate soapbox every once in a while.  Today, I want to show you why a truly neutral Internet may not be in our best interests.

Lawful Neutral

If the FCC mandates a law that the Internet must remain neutral, it will mean that all traffic must be treated equally.  That’s good, right?  It means that a provider can’t slow my Netflix stream or make their own webmail service load faster than Google or Yahoo.  It also means that the provider can’t legally prioritize packets either.

Think about that for a moment.  We, as network and voice engineers, have spent many an hour configuring our networks to be as unfair as possible.  Low-latency queues for voice traffic.  Weighted fair queues for video and critical applications.  Scavenger traffic classes and VLANs for file sharers and other undesirable bulk noise.  These plans take weeks to draw up and even longer to implement properly.  It helps us make sense out of the chaos in the network.

By mandating a truly neutral net, we are saying that those carefully marked packets can’t escape from the local network with their markings intact.  We can’t prioritize voice packets once they escape the edge routers.  And if we move applications to the public cloud, we can’t ensure priority access.  Legally, the providers will be forced to remark all CoS and DSCP values at the edge and wash their hands of the whole thing.

And what about provider MPLS circuits?  If the legally mandated neutral provider is administering your MPLS circuits (as they do in small and medium enterprise), can they copy the DSCP values to the MPLS TE field before forwarding the packet?  Where does the law stand on prioritizing private traffic transiting a semi-public link?

Chaotic Neutral

The idea of net neutrality is that no provider should have the right to decide how your traffic should be handled.  But providers will extend that idea to say they can’t deal with any kind of marking.  They won’t legally be able to offer you differentiated service even if you were wiling to pay for it.  That’s the double-edge sword of neutrality.

You can be sure that the providers will already have found a “solution” to the problem.  Today, quality of service (QoS) only becomes an issue when the link becomes congested.  Packets don’t queue up if there’s bandwidth available to use.  So the provider solution is simple.  If you need differentiated service, you need to buy a bigger pipe.  Over provision your WAN circuits!  We can’t guarantee delivery unless you have more bandwidth than you need!  Who cares what the packets are marked?  Which, of course, leads to a little gem from everyone’s favorite super villain:

SyndromeEF

Of course, the increased profits from these services will line the pockets of the providers instead of going to build out the infrastructure necessary to support these overbuilt networks.  The only way to force providers to pony up the money to build out networks is to make it so expensive to fail that the alternative is better.  That requires complex negotiation and penalty-laden, iron-clad service level agreements (SLAs).

The solution to the issue of no prioritized traffic is to provide a list of traffic that should be prioritized.  Critical traffic like VoIP should be allowed to be expedited, as the traffic characteristics and protections we afford it make sense.  Additionally, traffic destined for a public cloud site that function as internal traffic of a company should be able to be prioritized across the provider network.  Tunneling or other forms of traffic protection may be necessary to ensure this doesn’t interfere with other users.  Exempt traffic should definitely be the exception, not the rule.  And it should never fall on the providers to determine which traffic should be exempted from neutrality rules.


Tom’s Take

Net neutrality is key to the future of society.  The Internet can’t function properly if someone else with a vested interest in profits decides how we consume content.  It’s like the filter bubble of Google.  A blind blanket policy doesn’t do us any good, either.  Everyone involved in networking knows there are types of traffic that can be prioritized without having a detrimental effect.  We need to make smart decisions about net neutrality and know when to make exceptions.  But that power needs to be in the hands of the users and customers.  They will make decisions in their best interest.  The providers should have the capability to implement the needs of their customers.  Only then will the Internet be truly neutral.

Twitter, Please Stop Giving Me Things I Don’t Want

new-twitter-logo

Last week, Twitter confirmed that they will start injecting tweets from users you don’t follow into your timeline.  The collective cry from their user base ranged from outrage to a solid “meh”.  It seems that Twitter has stumbled onto the magic formula that Facebook has perfected: create a feature the users don’t care about and force it onto them.  Why?

Twitter Doesn’t Care About Power Users

Twitter has an interesting mix of users.  They reported earlier this year that 44% of their user base has never tweeted.  That’s a lot of accounts that were created for the purpose of reserving a name or following people in read-only mode.  That must concern Twitter.  Because people that don’t tweet can’t be measure for things like advertising.  They won’t push the message of a sponsored tweet.  They won’t add their voice to the din.  But what about those users that tweet regularly?

Power users are those that tweet frequently without a large follower base.  Essentially, everyone that isn’t a celebrity with a million followers or a non-tweeting account.  You know, the real users on Twitter.  The people that make typos in their tweets and actually check to see who follows them.  The ones that don’t have a “social media team” tweeting for them.  Nothing wrong with a team tweeting for a brand, but when they’re tweeting for a person it’s a little disconcerting.

Power users keep getting screwed by Twitter.  The API changes really hurt those that use clients other than the official ones.  Given that Twitter has killed most of it’s “official” clients in favor of pushing people to use the web, it makes you wonder what their strategy might be.  They are entirely beholden to their investors right now.  That means user signups and ad revenue.  And it means focusing on making the message widespread.  Why worry about placating the relatively small user base that uses your product when you can create a method for reaching millions with a unicast sponsored hashtag? Or by injecting tweets from people you don’t follow into your timeline?

The tweet injection thing is like a popup ad.  It serves the purpose of Twitter deciding to show you some tweets from other “users”.  Anyone want to bet those users will quickly start becoming corporate accounts? Perhaps they pay Twitter to ensure their tweets show up in a the timelines of a specific demographic.  It makes total sense when your users are nothing but a stream of revenue

Making Twitter Usable Again

I mentioned some things the other day that I think Twitter needs to do to make their service usable for power users again.  I wanted to expand on them a bit here:

The Unfollow Bug – Twitter has a problem with keeping followers.  For some reason, your account will randomly unfollow a user with no notification.  You usually don’t figure it out until you want to send them a DM or notice that they’ve unfollowed you and mention it.  It’s an irritating bug that’s been going on for years with no hope of resolution.  Twitter needs to sort this one out quickly.  As a side note, if you run a service that monitors people that have unfollowed you, consider adding a digest of users that I have unfollowed this week.  if the list doesn’t match those that I purposely unfollow, at least you know when you’ve been hit by this bug.

Links in Direct Messages – Twitter disabled the ability to send a link in a direct message a few months ago.  Their argument was that it cut down on spam.  The real reason was Twitter’s attempt to turn DMs into a instant message platform.  Twitter experimented with a setting that enabled DMs from users you don’t follow.  They pulled it before it went live due to user feedback.  One of the arguments was that spam accounts could bombard you with URLs that led to phishing attacks and other unsavory things.  Twitter responded by disabling links in DMs even though they removed the feature it was intended to protect.  It’s time for Twitter to give us this feature back.

Token Limits – This “feature” has to go.  Restricting 3rd party clients because they exist destroys the capabilities of your power users. I use a client because it gives me easy access to features I use all the time, like conversation views and muting.  I also don’t like sitting on the garish Twitter website and constantly refreshing to see new tweets.  I’d rather use some other client. Twitter has a love/hate relationship with non-official clients.  Mostly because those clients strip out ads and sponsored tweets.  They don’t let Twitter earn money from them.  Which is why Twitter is stamping them out for “replicating official client features” left and right.  Curiously enough, I’ve never heard about HootSuite being hit with user token limits.  But considering that a lot of Twitter’s favorite celebrities use it (or at least their social media teams do), I’m not shocked they’re on the exempt list.


Tom’s Take

I still find Twitter a very useful tool.  It’s not something that can just be set into automatic and left alone.  It takes curation and attention to make it work for you.  But it also needs help from Twitter’s side.  Instead of focusing on ways to make me see things I don’t care about from people I don’t want to follow, how about making your service work the way I want it to work.  I’m more like to use (and suggest) a service that works.  I barely check Facebook anymore because I’m constantly “fixing” their Top Posts algorithm.  Don’t turn your service into something I spend most of my time fixing.