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March 22, 2005
Open Source - you're invited!
Ross Gardler comments on Matt Asay's post and says:
I would never dream of inviting my customers into the developer lists of the Open Source products I use in my solutions. Why does the customer want to be in there?
First off, it's important to point out that most Open Source projects have both a developer list and a user list. Ross is right that customers probably don't start off by joining the developer list. But they will jump onto the user list. The general pattern I have seen is:
- Customer looks for an Open Source solution that fits her needs (DIY IT)
- Customer will download and tinker with said solution (Does it really fit her needs)
- Customer decides that the solution is right and then joins the user list to ask questions
In the past five years we have been able to win customers for our Open Source services - not by sending out mass-mailings or by parading glossy brochures, but by being visible in the Open Source communities and responding to those questions.
And whereas Ross "wouldn't dream" of inviting customers into the lists, that is something we actively do. We try to convince the customer that they are far better off becoming part of the community as soon as possible rather than viewing the project as a closed "club". Often enough we've seen customers "fork" the Open Source project inside the firewall because they "hadn't thought" of joining the project and actively participating.
I really think that Open Source projects can only flourish and be successful if both sides join the party, both the developers and the customers.
Update: Ross makes a valid point in the comments. I wasn't being clear enough. I actually did mean inviting customers into the developers list as well as the users list. My reference to customers forking the Open Source project inside the firewall reflects the fact that many of our customers actually do want to "get technical" (to some extent).
Posted by Matthew at March 22, 2005 06:31 PM
Comments
Perhaps you should read my full post. In which I acknowledge the existience of user lists and issue trackers and the like and ask what is the difference in this case between Open Source and Closed Source with after sales support communities?
I never said I don't invite customers into the user lists - one of the problems of only reading a sentence cut from a post unfortunately.
As for inviting customers into the dev list - not a chance with my customers they are not technical and would not understand a word of what goes on in there. That is why they employ me, and it is my job to develop the Open Source product to suit their needs.
Posted by: Ross Gardler at March 23, 2005 12:02 AM