I am a big fan of Open Source Software, or OSS. Let me rephrase that. Great idea, but the implementation varies. Bad implementation can defeat good software in the marketplace. That includes bad technical support.
Open source software is “almost free” but not quite. The “free” part usually means two kinds of freedom. First, it is free to acquire and use. Also users are free to modify the original source code and redistribute the work to others. I added the “almost” part because all the good stuff comes these days with strings attached in the form of an intellectual property license.
The Firefox browser I am using to write this post, the Linux operating system hosting this web site, the WordPress content management system that makes this blog go, the Apache web server that is delivering this page to you, the OpenOffice productivity suite of programs: all of these are examples of high-quality, open source software. A technically proficient person can assemble a powerful set of software tools and be very productive in our modern world without paying anything for software
The great power and attraction of open source software is that it results from the efforts of volunteers donating their skills and work to the cause. They do this for almost universally altruistic reasons. The goal is simple: to free technology from the grasp of corporations, which are perceived by some to have selfish, antisocial motives.
So why do people continue to pay willingly for commercial software?
The great irony of OSS results from the sometimes unfortunate attitudes of those same volunteers. It usually shows up on web sites that purport to “support” the software. These sites include encyclopedia-like “wikis”, such as one I went to today for help with an unfamiliar software language that specializes in graphics.
The very first line in the very first “tutorial” provided to beginners starts this way, “[The above graphic is an interactive 3D bar graph. If you can't see it, it's probably because your browser sucks...]”
Well, excuse me for living! I could not see it. The browser I was using at the moment is one that comes pre-installed on many new computers these days. I use it all the time to interact with complex, interactive web sites. Could there possibly be another explanation for why his precious page would not draw its pretty picture on my computer? Apparently not in the mind of this open-source software sovereign. He presumes to pronounce that my “browser sucks” and so by implication do I for being so stupid as to use it, and therefore he rejects my need for help as unworthy.
Okay, I will go away and not bother him or his Brotherhood of Worthy Open Sorcerers again. Sure it is an emotional response on my part. It hurt my feelings. No doubt there are very nice people who would be glad to help me. But I believe I have seen the inner mind of the volunteers who produce this particular software.
Theirs looks to be a private club, an arrogant gang that holds itself apart from the rest of the world. They probably think that bit about “your browser sucks” is funny and appropriate. What is their motivation then? Is it to help others get acquainted with their work, or create an occasion to show how much smarter they are than the rest of us?
Such conduct reveals a bully mentality, like sophomores hazing freshmen. I don’t like it and, no matter how good the software might actually be, as a businessman would never place any project at risk for depending on the likes of these to help me with it.
There you have the irony and most likely downfall of open source software. Only the commercial vendors have incentives aligned with a pleasant user experience. The open source crowd too often treats users as unworthy wasters of developers’ precious time.
It is hard to write good software. What developers discover is that it is also hard to write good documentation. Too often they push it aside. Their interest lies in the source code, not the end user. The OSS guy says, “Let them study the source code first because, after all, it is the best documentation.” Yeah, for other programmers perhaps. Commercial vendors long ago discovered that users do not want to do that. They want help, and they want it in a way that makes them feel good about the decision to buy.
Volunteer communities that develop open source software should adopt self-governing systems that promote user-friendly support, and actively monitor the web for alienating rants like the one I ran into today.