Let me again thank the Foresight Group and their partners for the kind invitation to be here. And I must say that it's an absolute pleasure to be here with you. First because I am very interested and very invested in technology and the future of technology and what that holds for our country. And also because I know that the potential that we have is so incredible that with the right policies, with the right approach, we can actually become the world leader in digital technology and all its various ramifications. So this every gathering such as this is important because as I'm sure for me and as I'm sure for you this is a listening, learning and thinking event, introspection, thinking is what's going to get us as far as we want to go. And we are at a pivotal season in human history and every pivotal season in human history, people don't even notice. They don't think that it's that important but we are welcoming the third iteration of the web, the so-called web 3.0 or web 3. Already the changes that are and will be taking place are quite simply mind-boggling. Within three decades, we've seen some of the most astonishing transformations in the way that we work, in the way that we live, in the way that we learn and the way that we do business. Beginning with web 1.0 or web 1 between 1989 and 2005, web 1.0 was a wonder all by itself, although it didn't have the capacity to sift through internet pages and most information that was on web 1.0 was from directories, from various hard copy directories. So as a law professor in that web 1.0 era, I couldn't use the web for any useful research. I had to go twice a year to the Institute of Advanced Legal Studies in London to do the extra research I needed. And I came back from every trip with trunk loans or photocopies for my research. So I had to physically go to the libraries, make the photocopies. I mean, of course, there were libraries here, but the library of the institute in London is probably one of the best in the world for common law research. And so I go there twice a year, bring back pairs of photocopies at great cost as you can imagine. And my wife always teased me that people go abroad and bring back nice things, bring back nice things for themselves and for their wife, she would hint me. And I come back with loads of photocopies and all that. But between 2005 and today, the web 2 era, we have witnessed the coming into its own of the so-called social web, the revolution of the interactive internet, advanced web technologies which enable the building of platforms like YouTube, Wikipedia, and then social networks, such as Facebook, Twitter, Instagram, Yelp, Myspace, etc. And also the distribution and sharing of data across various platforms and a plethora of user-generated content. So the web 2 has, I mean, this is where we are, but one thing that we must note about the web 2 era is for someone like me, again, a professor, I can now do research online, I can see through internet pages, which we couldn't do in Web 1, ask questions, I can actually interrogate specialized websites and visit libraries and data centers online. So I don't have to go abroad and go and bring my data and all of that. I can actually do all of my research just using my iPad, have access to an incredible amount of information, sometimes impossible then. So where my productivity as a law professor was probably 10% or 20%, now it's a thousand times, much more than my productivity then. But of much greater moment is that this web 2 also has seen the explosion of e-commerce, e-banking, and then the ground age of social networks and all the implications of the social networks. And now we are in the early days of web 3. The defining components of web 3 is what we're going to be talking about today, blockchain technology, smart contracts, decentralized financial, decentralized finance, tokens, both fungible and non-fungible, the NFTs, and the whole range of the token economy. Unlike web 2, where data is mostly centrally stored, the big advantage of web 3 is that data will be interconnected in a decentralized way and will also be machine readable. Now that's big because decentralized, I'll come to the question of machine readability, but decentralized protocols as you know is at the heart of blockchain, cryptocurrency, technology, and the whole range of defies. So these systems will be effectively integrated and they will be interoperable and automated through smart contracts. That data will be machine readable is very significant, that's a big deal, which is why web 3 is sometimes described as the semantic web. This means that users and machine and machines using AI and machine learning will be able to creatively interact with data. Before, now, I mean before this era, what we were talking about was human beings interacting with data, but now machines with their own intelligence will be able to interact with data, use data, compute, and various things by, you know, literally on their own steam. And these developments, all these developments mean a whole lot. First is what people described as the sovereignty of the user, the increasing sovereignty of the user. The user will have more control over personal data. Defies will mean cheaper and faster financial transactions as all the middlemen, middle institutions will be retired. And of course, that's happening now already. We see that with defies, middlemen, middle institutions in financial transactions are practically eliminated. So this means more room for thin text and not just for banking services, but also insurance and consumer finance.  And we've been saying this to a central bank in various ways that, hey, look, you've got to start rethinking the role of the central bank. Blockchain will challenge the centralization of monetary authority with all its imperfections. There's no question in my mind at all that the sovereignty of central banks, the way that central banks operate, centralize monetary authority, its days are clearly numbered. It's either the central banking systems all over the world would adopt blockchain technology, or they'll be taken over by blockchain technology. We are certainly in my own view in the last days of central banking, the central banking system, as we know it, which means the space is open for all sorts of innovation in the central banking space. From a policy perspective here in Nigeria, we need to again expand the range of banking licenses that are available to enable more players in that whole financial mediation value chain. We must also set clear rules to enable crypto markets and trading in other digital assets. So for policy, it's evident that you can't use the same old banking licenses that we used to have. And I'm sure many would have noticed that in the past, there was only one type of banking license. This was a banking license that cost 25 billion. So if you wanted to establish a bank, you need to have 25 billion Naira. But in the past few years, and this is excellent policy changes that took place, we don't know pressure from young men and women in the tech and entertainment space. The central bank has now modified and there are several different types of banking licenses, which is why you have the FinTechs that you have, the unicorns that you have, because they are using different cadres of central bank licenses that do not require the 25 billion Naira share capital. So for example, Cuda Bank and several of these other banks obviously have a different type of license. Even the Flutter Waves, the base banks have a different type of license, although they are in some form of banking or the other. So now within new iterations in Web 3, we're going to have to rethink that and then create other types of licenses that are even much, much, much cheaper so that more and more participants can come into that space and be able to do useful work. One of the things I've got to do is to change the regulatory atmosphere because you can't have a situation where you're insisting that people must bring light sums of money to be able to obtain licenses. Already there are people doing all sorts of work and today the way you're going to have to regulate is look more at taxes. Even that whole tax space is another big opportunity for digital technology and people who are going to be involved in digital technology. How do you really tax some of the digital companies? There's a lot of talk going on all over the world, lots of ideas, arguments and all of that, but today is not a day for all of that. Now identity in the Web 3 age is a key development. It means that the user owning his own or her own identity and personal data, that's what it means that in this Web 3 age identity is critical. So the user is the owner of his own personal data unlike what we saw all along up until now where the digital platforms that you use own the data. So all these digital platforms, obviously Facebook and all of these people own our data and they market our data as they wish, but Web 3 is going to give us more autonomy, the notion of self-sovering identity which is highly described by some of the people who comment in this area. So we ourselves begin to control our own data. With Web 3, each person online will have a unique identifier stored on a blockchain. You can then choose which applications to interact with by using a digital wallet and this wallet becomes your identity and of course you can have multiple wallets all on the same blockchain systems. The wallet then enables you to use various decentralized applications on the Internet and this is going to further disrupt financial and commercial transactions as we know it. So banks and other platforms that you are doing business with can read details of your accounts or see the digital assets that you own. So if you connect a wallet at a particular bank it can on the basis of your assets that it can see do a wide range of credit another banking business as you request. So since banks can see my assets that are held in blockchain I don't need to open accounts in different banks from which I require credit. So I mean because I have all my information on blockchain I have my wallet which identifies me. 3, 4, 5 banks instead of opening accounts in 3, 4, 5 banks but I'm looking for credit everybody has access to the information and they can make their credit decisions based on just you know the fact that I've connected using my unique identifier. So things are changing very very rapidly it's not going to be it's certainly not going to be business as usual asset transfers will be simplified credit judgments and even debt restructuring can be done seamlessly. I owe bank A something you know bank B knows that I owe bank A but they want my business but everybody can see the information at the same time and they can we can do all sorts of restructuring we can do all sorts of arrangements because it's easier for everyone to do business I don't have to go to each bank opening so long as I can I can connect with you we can all do business. So here we find yet another major opening for new and more efficient digital financial systems and products. I think Web 3 will also mean that digitization of government services will come with far more options than ever before government agencies can then be smarter faster and more efficient in delivering their services. One big area of business is the digitization of government processes and services that's a big area and this is a sleeping commercial giant of course you hear a lot of talk about yes this is online this ministry is online that agency is online but we are far from achieving actual digitization of government services because what that means is that we should be able to interact with all government websites and government services and processes using our mobile phones it should be as straightforward as simple and as intuitive as that there should be no obstacles between us and the services so passports applications or passports for driver's licenses all of those kinds of things there must be an efficient digitized way of doing it now that is a whole new area of business and I think that it's an area of business that some have already of course tapped into Mr. Tooby was talking about the GEEP which is the BOI's platform for and I think they now have a platform called the growth platform which is the platform used for trader money and market money and all of that and Yomi is here who was involved in this in the I think your company built the platforms is it I mean local company many years ago I mean it's now looking more is a much more prosperous fellow you know as you can see but many years ago his company built the platforms for trader money and market money now that is one aspect it's just one aspect of government services local companies can do there's just so much room to do so much work and so this micro credit for informal traders which is a trader money market money thing of course AOO his company was able to build that platform at the time but then there are so many other platforms that must be built so many other services that must be completely digitized so the whole range of government services will provide excellent opportunities for innovation 3d as I'm sure everyone here will agree is a big part of web3 it is the so fiber if you like of metaverse in a few short years metaverse would enable me to to sit and study virtually in the library of the Institute of Advanced Legal Studies in London where I used to go and bring all these photocopies for research back home so it would be possible for me to virtually you know actually you know sit toward the library see for myself expressly immersed as it were in in in that whole library experience if I wished so there are things that will happen that are just going to be completely astonishing in the way that they're going to transform the way we research for those of us who are interested in research the way we do commerce the web would do a practically everything and the way we work it's impossible today to imagine what web3 will mean for education for agriculture for medicine for industry just take education for instance there's a lot of talk now about look how are we going to improve science and technology as a government we're thinking in terms of steam science technology engineering and maths which are very very important building blocks for the digital economy and for the future of our country but then laboratories are in short supply a lot of equipment and all of that is in short supply but think what metaverse will do think of what virtual reality can do you know for laboratories for training medical personnel for training scientists and all of that you will not need to have the actual physical laboratories so there's so much that can be done now so much that will be done virtually so much that can be so education even tertiary education is not going to be the same it's very very unlikely that for a country this size 200 million people with a shared number of people going to universities every year that we're going to be building brick and mortar universities in the next 10 20 years impossible it wouldn't even make sense already we're arguing about paying for the you know public universities or the public institutions we're arguing about paying lecturers paying staff online university is the new virtual universities of various kinds and the depth that metaverse will give it is the new direction for education tertiary education and whether we like it or not or whether you know traditional people like you and i like me for instance not you like it that's the direction is going to go lecturers working into into theaters and speaking to in crowded lecture theaters it's it's going to be gone in a few years and people practically all over the world will be able to get into an immersive experience in in in listening to lectures from practically anywhere in the world so a whole new world is unfolding before our very eyes unlike web one and two where we can write it where we were relatively disadvantaged and were quite disadvantaged because in 1989 for example we didn't have mobile phones so we couldn't take advantage of the rich and depth that mobile telecoms gave digital innovation digital innovation for example financial inclusion we didn't have the rich and i mean 1989 i there was no way that even with web one and of course the beginnings of you know of web two we didn't have an any i mean nobody could say that uh you could even use the internet from your home because you didn't have any you didn't have access very few people had even the work stations at the time very few people even had but now with mobile technology we can we can now do a lot more in web three we have much better positioned to be significant players in web three i've already shown that we have the talent we have the creativity and we have the argument to build and grow major tech companies at the last count i think we have about six unicorns and there are so many on the way but we must spend time on the development of digital skills and that is so important this digital skills gap is a serious business a big deal we must spend time doing that and of course it will come with government investment but the government public sector and private sector must sit down at meetings like this and elsewhere to try and think through these issues we did that with with changing the whole regime of banking licenses we had a sub a subgroup of our industrial and competitiveness council which was on technology that subgroup had very about five or so young men and women in technology and we're able to think through how to license fintechs which is where we have what we have today it's not it's not rocket science thinking of how to make progress thinking of how to change policy thinking of how to make sure that policy is way ahead of developments and these developments are taking place every day it just involves sitting down and thinking and i think that that we absolutely need to do we must develop appropriate policies regulations that promote rather than inhibit innovation and commerce we must look at how do we promote commerce how do we promote the digital economy not how do we regulate it to a point where it's difficult to do business we can we can be world leaders in the web three revolution the only limit is our vision and i'm sure that all of us who are seated here are men and women of vision these are no summits i must say is a testimony to the joint commitment of the government and private sector to the rapid and value driven development of nigeria and i must again commend the foresight group and the numerous local and foreign partners who have sustained this partnership by putting together this summit and driving conversations on how best to shift our country and systems into the next phase of the digital evolution the outcomes of these past summits they and there have been two previous summits have contributed positively to an improved policy environment and better governance in the areas of innovation and investments over the years amongst other things the summit has over the years helped to foster better understanding between the public and private sector on the realities and opportunities in ij and the realities and opportunities for the future and i think that we must continue to work these summits and perhaps do a few more things in between summits a few more thinking a few more thinking sessions a few more thinking through innovation sessions we shouldn't wait from one summit to the other groups small groups can think through so many many issues and there's so much to do so much to think about and so much information so i'd like to again thank you all very much for making the time to attend this event but also because you are part of the future the great great future of our country in the digital space thank you very much god bless you


Hi everybody! Let's get started. We are a bit late, but I'll try to be fast then. So dear, my name is Janne Kalliola. I'm from the ex of Finland, and I'm talking about virtual talko or bringing meaning to your life by open source. So a few words about myself. I've been around for a number of years. Coding started at the tender age of nine with week 20 with basic. Then with number of other languages throughout the university and so forth. I started with web publishing in 94 when it's pretty new thing. And with open source CM message from 2003 onwards. And now I'm running ExoWei. I found it and I'm CEO of ExoWei. A leading open web weapons company that focus on digital growth. But today I'm not talking about ExoWei or myself. But if you want to know more about me then go to Kalliola.la or then in Twitter I'm at plastic. And as said Exo is the digital service design development company. We focus on open source technologies. We deliver digital growth. We have a number of offices in the Nordics, Baltics, UK and so forth. There are around 100 people, a few hundred clients so we have been here for some time. And for information about ExoWei it's exo.com and at exo in Twitter. But let's get to the point. I guess that as we are in Europe most of you know that what are the Nordic countries. And 26 million people, bit bigger than the Netherlands that has like 17, 80 million people. We are found at top of numerous metrics on education, economic competitiveness, liberties, quality of life, human development happiness, so forth, so forth. And there is the Nordic model of economic and social structure that for example Mr. Sanders tries to copy the United States. I'll be interested to see how that would happen. But the idea is that the universal healthcare and welfare with heavy taxes that we actually pay pretty happily at the end that we don't have gated communities in the countries. High income redistribution and little social unrest are the keys of the Nordic countries. These countries are surprisingly big in open source. Compared to the per capita these countries have produced a number of high impact open source tools. I'll come back to that in the next slide. And why and how we are going to do it. So if you take a look at the things, probably most of your commercial stuff or open source stuff runs on these. Linux done by Finn, MySQL done by Finn and Swede. PHP is from Denmark originally, now mostly in Israel. One is a Danish Norwegian corporation. It is made by Finn. IRC that everybody used back in the days. It's a Finnish one. I bet that you didn't know that. Open SSA's is Finnish and so forth, so forth. So there is a lot of tools that come from the area. The question is that why we in the Nordics are so successful with open source. It's because we have long, long wind there's nothing to do. I don't know. Maybe it's about that, but actually there is a number of reasons that all are something that are valuable for the open source communities. Transparency of the society. Ego-laterian open and non-hierical culture. If I would have something to say, something worthwhile to president of Finland, I would probably get his attention in a few days through the networks. It would not be, nobody would ask who is this guy, but they would ask what he is going to say. And that's huge different compared to most of the world where your position, role, state and so forth is more important than what you want to conceive. We are a small nation so we are open to external influences. We have well educated population. I think that half of the Finnish people nowadays get university degrees. And last but definitely not least, we have a history of doing things together for greater good. And this is what I'm going to talk today. In Finland we call it Talkoot. Talkoot is actually found in Wikipedia. I was surprised when I made this presentation that actually somebody has written an English description of what this Talkoot in Wikipedia. Some of you might know the term barn racing that is in the states that is very similar form of getting things together or making things together. So typically a group of people come together to do something that a single person cannot do. It might be a common concern for the good of the group, for the good of that one single person. And in very core of Talkoot that is voluntary, that you cannot be ordered to come to Talkoot, you can be only asked.  So why this concept of Talkoot? Why this matter? And to that I'll now come from the, let's say, physical plane, the metaphysical plane. And for that we need to look a bit farther than the usual things that we see. Because in western world we have no dreams anymore. This is a study made by a future logist Altonen, that first name I'm now sort of missing, Mika Altonen, yes, from Alton University. And they have found out that when they have studied the societies and the future, they see that there is no common dream anymore in the western world. Last one was to get to the moon. And after that, there are no shared dreams anymore. Or is any one of you lasting for these kind of devices? How about these? Maybe somebody when you start think about the cost of fuel, the CO2 emissions, maintenance, everything, this is almost a sin, right with these things. When I was kid, like seven years, eight years old, we used to have the car game with the cars. And then we lasted for these kind of things. And then when I'm adult and I could drive, then it's now sort of immoral to do it. So that's one dream that never will be fulfilled. And actually now it's no dream for me anymore to own a Lamborghini or Ferrari. Because it would be pain in somewhere to maintain and drive and so forth. So we have all already here in the western world and especially in the Nordics. And there is no need to strive to meet good standards of living in western world. That you don't need to do anything extra to be able to cope. The stuff has lost its importance. Everything is made in China anyhow. Everything is causing pollution and so forth, so forth. The last thing that I actually lost it was the original iPad. Was it 2010 or something like that when it was released? I actually happened to be in Germany and was so happy that I could buy three months before the Finns could get it from Germany. And that's why I'm still a German for Apple with my Apple account. Because I activated it in the German device. So the things that our grandparents or our parents lost it for, like the fridgeies, color TVs, cars. All that has lost its appeal because they are common things. Everybody has those. We don't need anything as we already have it. And the cost of living has gone down dramatically. This is a big factor because you don't need to spend half of your monthly salary on the food or clothes. Actually the clothes are so cheap currently that it's a huge problem to the whole world. That there are too many of those produce and they don't tolerate any wear and tear. But you dump them and then buy new ones. Globe just can't sustain that.  It doesn't cost that much as it used to cost a few decades ago. I still remember that we were probably the last family in my hometown of Volviärvi that got color TV. And I was so angry to my parents that they bought it quite late. Because we couldn't afford it. We had to get lawnmower first. We had to get a new car first and so forth. There's always something else and the black and white TV was quite okay. Except that all my friends had a better one. But my parents didn't care that much about that. So there are no material rewards for striving harder. You don't get anything extra that is valuable to you by striving harder. The big dream of the past generation that the improved standards of living is gone. It has been gone for 20, 30, 40 years depends on the country in western world. When you go to Africa, when you go to Asia, when you go to South America. The big dream still is there. The whole globe, but the western world. We don't have the dream anymore because there is no point in striving. And that is the biggest thing that why we don't feel purpose in life. That there is no direction. And that's why people look the meaning and purpose from religion. From different kind of political movements. Somewhere they can feel that they are important. Because it doesn't come from making your own means. Because the means are already here. As we do not have the dream anymore. Okay, done. What's next? What then? What should you do to have a meaningful life? Because at the end there was a study in Finland. They said, as the people that were like 80, 90 or something. What should they have done differently in the life? And nobody said that I should have worked more. But work is actually one of the things that defines us really deeply. And you are here because you love this work that you are doing. Sense of purpose comes from meaningfulness. That you feel that you have a meaningful life. And Mika Altona said that they have studied that it's enough to have one hour. One hour a week for something meaningful to you. It doesn't need to be more than one hour that you get sense of meaningfulness. That you get sense of belonging in your life. As we are in Triple Con, I have a hunch that what might be meaningful to you. But anyhow, at least one hour per week. To something that you actually love. Because meaningfulness doesn't come from things that you hate. But you want to do, because yes, I might get more meaningful. It won't happen that way. So one hour a week, the clock is ticking. So if you would take my advice and start sparing that one specific hour. My hour is typically Sunday night, 11 o'clock in the evening when everybody else is sleeping. There's nobody wanting anything from me at that moment. Because they are happy sleeping. Typically happy sleeping. Sometimes these are not happy. Anyhow, that is my hour. That can do something meaningful to me. Something that nobody else sort of can take the time from me. That I spend on the things. So you are typically good at things that you enjoy. Or you will become, because you enjoy doing it.  So, if there's a thing that you love it and you are great at. Then the intersection is where the passion happens. That you are passionate about something that you love and you are great at. It's really easy to be passionate about those things. So, wouldn't it be really wonderful that the things that are meaningful to me or to you. Would be beneficial to the world. That there would be double impact. That I'm doing good things for me. And then the world is getting better. So, if there's something that the world needs. Besides that you love it and you are great at. Then there's also mission besides the passion. And I might sound a bit too much like the Blues Brothers. So, this is the concept of virtual doll court. This one you love it, you are great at and the world needs. That you do something for greater good for the world. And now the Blues Brothers stuff. So, you have a passion to be on a mission. That you want to do something really passionately. That actually is good for the people. For the globe. For your environment. For your loved ones. For those people that you care at the end. The world gets better as skillful people love to do things that matter. And if they would do it preferably together. And with some kind of coordinate effort. The impact would be even greater. Isn't that so? Does that sound family to you? So, this brings us back to open source. That actually we are passionate about things that we are on a mission. So, if the chances would be that some of you is working with open source. I have a hunch that some of you might be working with open source. The every contribution that you made and will make to the open source. Make it better. As I stress discussed this morning. It will make it better. And there are people around the globe. That will benefit from your work. It's not just you. And it's not just your co-worker, your friend. But it might be somebody completely different kind of person somewhere else. That you have never known and will never know. That will have a tremendous effect on their lives. There might be, these people might be around you. So, if you take a look around there might be people that are actually benefitting your work right now. Different kind of thinkers that gain a profession from their hobby. That maybe one of you, a few of you have been people that have sort of figured out what to do. And then stumbled up on Drupal. And then installed and then sucked to the community. And then found that I'm actually, actually welcome here and so forth, so forth. And developers who can learn systems without spending money on license or certificate. This is crucial. The entry level to the community is low because you don't need to invest money. And for the most part of the world there is way less money than there's time. The rest of the world is a different place. We have typically more money than we have time. But rest of the world is completely opposite. In a developing country, being able to be a developer might be actually to get out of poverty.  Because you get that chance with open source without needing to collect the money, raise the money to buy something. Of course the laptop is needed. That's something all of own in the future. But after that everything is free. And if you think about these developing countries, what if they could use their IT budgets to foster local developers? Instead of paying the license fees abroad to the western country that already has a huge load of money. And the money would have a way bigger impact in a developing country. So channeling the money to develop the platform to speak the specific needs and still keep the money locally instead of giving abroad. And raise the knowledge and skills of your own people there. This is, ladies and gentlemen, the only case where I have seen that this is like eating and having the cake. That when you work with open source, especially in developing country, you invest in the country while keeping the money in the country. So investment in the competencies, investments in the salaries, intergiving to us Europeans or Americans as license fees. Successful open source communities grow and change constantly. There are new people, I really like to see new people. I've been in Drupalcon from 2011 and I see the same old people and then I see some new people. And the new people make me always really joyful that the community is growing. Every new developer that enters the open source community makes the community stronger. And this typically brings in more developers. Of course, making sure that the older developers follow a code of conduct and they are not complete a-holes. They typically bring more developers. And when there are enough people in the community, there will be always commercial opportunities. If you go to the sponsor hall, then almost half of the companies are selling stuff to other Drupal developers. There are so many companies that would sell stuff to you because they see commercial opportunity inside the community. And there will be, and there are dozens of companies that would like to hire you to work with the open source. Not make it full time, maybe one hour a week, maybe a bit more, but anyhow working with the open source. And this, ladies and gentlemen, completes the picture that if you have something that you love, you are great at, the world needs, and then you actually paid for it, then you have passion, mission, profession and vocation with the same stuff. And in the middle there will be purpose in life, in everyday life with open source. Thank you. Any questions, anyone? If not, then I have a question. You say you spend an hour a week doing something good. Sorry. Then you can do the next one. So how do you spend on Sunday evenings, what kind of work do you do as an open source contribution? The last thing that I wrote was an OJS based content management system. Just for the fun of it, never got anywhere. After that I've been toying around with Ruvita, that is a small Bluetooth sensor that measures the humidity, acceleration, temperature and so forth. So I'm trying to get the magic mirror power display to show the temperature of the night, past night in our balcony instead of in somewhere where the measurement is in the real life. So that kind of things, tinkering along, nothing really big for the open source right now, but fun things for me. Of having local communities invest in local developers, do you think that that would be a worthwhile project for the triple community itself to foster and work on and attempt to grow and somehow create some kind of mentorship? Yes and no. The triple community is a good tool to share the knowledge, but to be brutally honest, we are, if you're talking about developing countries, let's just say that we are way too much guided by westerners. So we don't really know what works and we should keep our hands off, maybe foster the local communities to think for themselves and then echo that stuff when it's found working. But we should not go mad and say in India you should do like that, because it's then digital colonialism at the end, so we should be really careful with that one. Then if it's big world as a whole and not just developing countries, then more yes than no I would say. Again, I'm sort of a bit concerned about the centralized approach is that the grassroots movement should be first, of course we can foster the grassroots movement and then see whether there's enough sparks that it ignites and there's big fire that makes things forward. If not, then we won't get it by pushing harder. And that's the triple community has a bit of a tendency in what is my personal opinion only to make many committees and so forth on things that might not actually be yet ready for that kind of productization. So we should foster the sparks now and let the people do whatever they want to do, maybe think that okay that if you get something like this then come to us, we are willing to listen to that, but not the other way around that you should do something like that. Because then I think that it's a digital colonialism then. I don't know whether to answer your question but it was at this long. I think that's very thoughtful thing here. Okay, thanks. Any other questions? If not, then I was asked to remind that there are the contributions that if you want to use the one hour, the one hour could start now this week, the whole Thursday is contribution day and then there are these different kind of workshops. And then kindly, kindly go to the website and then give me feedback about the session and then also about the con in overall. That's all that I got. I do thank you as a magnificent audience. Thank you.


The challenges most customers face today is really too much noise, complexity with regards to their tools and sprawls and also just their inability to bring this data in very cost-effectively due to data tax. SumoLogic is a cloud-native continuous intelligent platform and we really help companies make better data-driven decisions by pulling in all of their data into Sumo, no matter where that sits, whether that's in a public cloud environment, an on-prem environment, or a hybrid environment. And it allows customers to really reduce their time to investigate both security and operational issues and provide them better data-driven insights across all of their data assets. The solution that Sumo has in the Red Hat Marketplace really provides a unified observability, logs, metrics, and traces solution for Kubernetes OpenShift environments. And we do this through our open-source integrations through Prometheus, OpenTelemetry, FluentD, and FluentBit. SumoLogic has chosen to prioritize Red Hat OpenShift to really help customers extend their existing Kubernetes collection and what they're able to do now leveraging our new OpenShift operator model. This allows customers to deploy, manage their data in any of their clusters that are deployed around the world in an easy-to-use framework, completely packaged up on Red Hat Marketplace.


This is war War and its masses War and its men and its machines together. They form the big picture Big picture. I'm captain Carl Zimmerman The big picture is a report to you from your army an army committed by you the people of the United States To stop communist aggression wherever it may strike The big picture traces the course of events in the Korean campaign Through firsthand reports of our combat veterans and through film taken by combat cameraman of the army signal corps These are the men who daily record on film the big picture as it happens where it happens Today the big picture brings into focus the entrance of the Chinese Reds into the Korean War You'll see our soldiers battling winter cold as well as communists You'll see how we save thousands of lives by the quick evacuation of our wounded by helicopter And you'll see a display of weapons the finest weapons in the world the weapons of your United States Army And you'll hear from Corporal Bill Carpenter and Major Joseph Donahue who saw action with the Army infantry in Korea And now let's go back to October 1950 on 20 October United Nations troops have seemingly sent the bulk of the communist forces fleeing in defeat toward the Manchurian border 100 miles to the north From west to east US British and South Korean troops are pursuing the disintegrating communist forces By 27 October South Korean troops have reached the Manchurian border on the Yellow River near Choson And other UN forces have advanced against virtually no opposition But on the same day a sudden unforeseen factor changes the entire course of the war Chinese communist troops cross the Manchurian border and help the North Korean Reds drive back UN forces Chinese communists fighting in Korea are estimated at 75,000 with another 500,000 across the border in Manchuria posing a more serious threat By 8 November UN forces have been driven back considerably But on this date another unforeseen event occurs Chinese and North Korean communist troops suddenly break off contact with United Nations forces and fight only rear guard Delaying actions as once again UN troops drive toward the Manchurian border On 20 November another United Nations unit reaches the Manchurian border. This time It is a United States unit the first US outfit to reach the border as United Nations troops continue to advance in other areas much depends on what the huge Chinese army will do next The first sign of the growing threat from China Captured in East Coast battles 50 miles from the Manchurian border these troops belong to Chinese Red Army divisions in the combat zone Chinese and North Korean captives are brought out of the hills to Wansan and Hamhung The Chinese are better clothed than their North Korean comrades With their quilted uniforms they wear tennis shoes wrapped in layers of burlap making a kind of shoe pack In contrast with the Chinese the North Koreans are in rags at this stage of the war The prisoners double time across the Wansan airfield. They are being marched to landing craft which will take them to Busan Since the beginning of the war the North Koreans have suffered 460,000 casualties including the dead wounded and captured 130,000 red prisoners have been taken at this time two women are in this room Prisoners of the UN are treated in strict compliance with international law Over 25,000 men have been wounded in Korea, but less than 2% of these men have died Less than two men out of every 100 wounded the main reason for this low death rate is the speed of treatment This is a battalion aid station first stop in a wounded man's swift journey through the echelons of medical aid The average time spent at a battalion aid station is only 72 minutes Many types of transportation are used in evacuation to the next echelon the regimental collecting station Specially equipped jeeps are used in rough terrain near the front, but if the roads are serviceable Ambulances may be used air evacuation is fastest of all and enable certain medical channels to be skipped Behind the collecting stations are division clearing stations and mobile hospitals Medical care takes manpower. It takes several men to carry a litter Evacuation procedures are similar throughout the services. The Navy provides medical service for the Marines The results of speed have been shown by a hospital at Busan out of 18,000 wounded brought in during the first three months of the war only 40 men died Field expedient wooden stands instead of tables speed the movement of letters and allow the aidmen to work at hand level Without bending over there is nothing fancy about these hospitals. They are there to save lives The death rate of wounded in World War one was 8% World War two it was four and a half percent Korea's approximate 2% death rate is a milestone in military medicine Many casualties are evacuated by air to Japan In a parachute drop such as the 4,000 man jump north of Pyongyang in October the parachutists own medics jump with them They carry enough medical supplies to last until contact is made with friendly forces But even before contact is made the injured may be evacuated from the drop zone by air Helicopters with specially constructed containers carry the wounded out Many a man who could not have survived a Jeep or ambulance ride over the rough roads of Korea owes his life to these evacuation planes Japan is the next stop from the hospitals in Korea Japan is only an hour and a half away from Korea by plane But less than half of the incoming wounded remain here the rest are moved on to the United States Many men wounded at the front lines in Korea have found themselves back in the United States three days later Army helicopters are saving thousands of lives in Korea Corporal William Carpenter of the Army 7th Division is with us to tell us a little about them Bill you saw a good deal of the helicopters didn't you? Yes, I did first time I've seen a helicopter evacuation was up in North Korea when My buddy got hit Well, it so happens. I helped bring another wounded person down off to hell To the aid station and while I was down to the aid station. I met my buddy The helicopter had come in and They were getting ready to put my buddy on a helicopter Well when they put him on he He asked the pilot whether or not he was Going to get air in there And the pilot told him that he was going to have fresh air and heat They jog them around any No, sir, it didn't good smooth ride back to medical aid. Yes, sir But now you were with the 7th Division Bell and they drive north that went pretty rapidly and then about the middle of November Something happened. What was that? Well, sir, that was a whole changes to war the Chinese had jumped in and At that time we're in reserve. We didn't know much about it, but about a week later We had our first encounter with them at that time We found out that the Chinese Were better trained or smarter in their tactics They had better firepower in the North Koreans better soldiers all around. Yes, sir. They were Well, you saw a lot of winter weather in Korea Bell. How are you able to keep warm? Well, most of the time we're on the move And we kept warm that way but After we stopped we tried building fires Until it was dark after dark we'd climb in our sleeping bags and that's where we keep warm Keep dressed in those sleeping bags ready to for any attack. Yes, sir. We kept our clothes on all the time Well, how about our weapons in this extreme cold weather Bell? Well, they're automatic weapons Terry take it froze up quite a bit during the winter time. So you have to keep working them most of time at night time But our M1 was always there when we needed it. You like that M1 pretty well, though. Yes, sir I do Well, if we must build weapons for war Bell Let's build the best and our army ordinance our American industry and labor are doing just that At Aberdeen Proving Ground Maryland members of the American Ordnance Association meet for an annual exhibition put on by the U.S. Army Ordnance Department. They see both U.S. and foreign equipment A Russian 122 millimeter gun a Russian 85 millimeter anti-aircraft gun a Russian 152 millimeter howitzer U.S. and foreign vehicles are also shown a Russian T-34 tank turret from Korea a USM-26 tank waterproofed and equipped with a snorkel breathing device for use in boarding operations and landings a New waterproof Jeep greater electrical capacity for radio equipment has been added to this Jeep a new six by six Two and a half ton truck is equipped with a snorkel breather and waterproofing next the visitors watch demonstration firing Recoilous rifles give the infantry artillery firepower Paris and firing 50 caliber machine gun an aircraft machine gun Other guns are demonstrated in separate and comparison firing Those are the weapons and machines of your United States Army Now let's talk about the men who use those weapons and machines the man of the infantry And no one is better qualified to tell us than a man who served as a commander of a rifle company in Korea We want you to meet Major Joseph Donahue Well major tell us about this rifleman The American rifleman has been called by many names a mud slinger doe foot dog face These names are not names of a derogatory nature. We have the infantry consider them names of honor Well now it takes a good deal of know-how to be a rifleman, doesn't it? It certainly does The army goes to great pains To technically train a man on weapons and tactics He learns not only to shoot his weapons He learns how they function how to take care of them and how to keep them working Well now when this man knows his weapons He knows his fighting tactics. Does he know why he's fighting? When they first go to Korea it is sometimes doubtful whether they fully realize why they're fighting But after they see some of the things that happen, they lose some of their very close buddies They see the results of some of the atrocities then they know why they fight and he knows that this thing He's fighting is a definite threat To his way of life, right? He certainly does Well, let's talk about the morale of the infantry in Korea. What was it like when you were there? The American infantrymen is a tremendous institution There is always one person in the squad or in the platoon who can make light of or make a joke in the most serious of situations For example and the midst of a motor barrage One person will always pipe up with every mark such as a fellow can get hurt out here doing things like that and It's funny because actually you're looking for something to laugh at But you are Well now from all you've told us major This rifleman is a pretty important jet, isn't he? He's very important if you would stop to realize that the armoured the air and the Navy and do their jobs So that this infantryman May accomplish his mission. The infantry is the queen of battle Well now major let's watch the Navy as they give support to the infantry On 15 November in the Sea of Japan off the coast of North Korea Navy task force 77 was operating in support of ground action in the drive toward the Yellow River Winter weather is closing in naval operations are hampered by high seas and extreme cold The aircraft carrier Philippine Sea receives ammunition mail and other supplies hauled across open water in a cargo net Such operations are difficult in rough weather First load is ammunition. It is quickly taken in and passed back into the carriers magazine At this time Navy and Marine carrier planes were taking the fight into every corner of North Korea below the Manchurian border Carriers were also in operation on the west coast of Korea On both coasts the Navy's task of mine-sweeping was continuing During the resupply operations the Philippine Sea is hit by a snow storm Despite the weather a tanker comes alongside and refueling gets underway As refueling and the transfer of supplies continue the seas get higher and higher and the storm becomes a veritable blizzard This is not an unusually heavy storm. It is typical winter weather in the northern Sea of Japan The crew breaks out snow shovels on the carrier Although air operations are halted during the height of the storm lights from snow and ice cover decks are becoming routine The planes are covered to protect them from the storm Combat maintenance of the Corsairs and Panther jets continues through the storm The Navy reports the typical Korean temperatures in the northern area Average 11 degrees above zero during November and five degrees below zero during December A more familiar kind of winter combat starts on the carrier deck. This is a severe test for carrier planes During World War two most carriers were in the milder climate of the South Pacific at Hager's town, Maryland The US Air Force demonstrates its latest cargo plane This is the Fairchild XC 120 a packed carrier plane with the detachable fuselage Doors are designed like clam shells Cargo capacity is 20,000 pounds. It carries 64 combat equipped troops or 36 litter patients with four attendants The pack has detachable wheels Four electric drum hoist raise and lower the pack from the carrier a Central control operates the release and locking mechanism and the pack lowers to its own wheels Then the hoist lines are detached The five-man crew of the carrier consists of pilot co-pilot radio operator navigator and engineer When the pack is separated from the carrier, it is easily towed away This pack can be used to house various types of shops headquarters units emergency hospitals weather stations It can also be converted into a tanker for carrying fuel Ball socket connections lock the pack to the carrier a rubber tubing seals packed to carrier by compressed air On the carrier the four ball socket locks operate simultaneously The carrier is powered by two Pratt and Whitney engines with reversible pitch propellers Maximum speed is 250 miles per hour The ceiling is 25,000 feet. The landing gear consists of four retractable dual wheel units It's electrically operated and the main or rear wheels have brakes This airplane opens a new field for aviation The cargo pack is to aircraft what the trailer is to highway trucks In Washington the Department of Defense displays the winter uniforms which have been issued to United States troops in Korea And what the Chinese communists are wearing in North Korea's sub-zero temperatures a captured quilted uniform is compared with the US winter uniform Unlike the Chinese the US cold weather uniforms are designed on the principle that the best protection against cold is several layers of clothing In North Korea, US troops are fighting in one of the coldest battle areas in US history Army and Marine winter uniforms are compared Uniform for both services is the same with one exception The army wears a pile line jacket for ordinary cold while the Marines wear a battle jacket inside a field jacket Wet and dry cold weather equipment which has been sent to US troops in North Korea is the end result of much practical experimentation such as the exercise sweet briar cold weather maneuvers held in Alaska in February 1950 With icy winds blowing down from Manchuria bringing snow and sleet storms our troops are fighting in almost Arctic conditions Two types of cold weather boots have been designed rubber shoe packs for wet cold felt line for dry cold Importance of winter clothing in North Korea was emphasized when some units outdistance their supply lines went without full cold weather equipment for a few days Basic and innermost layer of the US cold weather uniform is long woolen underwear Over these are worn two pairs of trousers a flannel shirt a high-necked sweater a jacket and an extreme cold a Pile-lined parka There are two types of mittens the regular mittens have a trigger finger Mittens worn with the dry cold uniform have no trigger finger, but they have cheek warmers Following the separate layer principle three pairs of socks are worn each pair being successfully larger with the boots large enough to take three pair comfortably Experimentation in refrigerated laboratories as well as in the Arctic itself has given US troops newer and better ways of fighting the weather In this parka with fur rimmed hood the US fighting man is equipped to endure the coldest weather Those were the events that comprised the big picture from October 20th to November 20th 1950 Our thanks to Major Joseph Donahue and Corporal Bill Carpenter for being with us Next week the big picture will show how the army in Korea escaped the trap of the Chinese communists You'll see how he made the enemy paid dearly for every inch of ground gain You'll see the army's seventh infantry division on the Manchurian border our troops celebrating Thanksgiving Day along the Yellow River the evacuation of the hungnam beachhead and You'll hear from another Korean veteran an army soldier who saw as it happened a part of the big picture Mrs. Captain Carl Zimmerman inviting you to be with us then


Appalachian Wireless proudly brings you unlimited data. Unlimited data is only $80 a month for a single line. Four lines as low as $200. Better service, bigger savings. That's today's Appalachian Wireless. An East Kentucky network company. Get a speed slow to 25 gigabytes per line to 512 kilobits for phones and tablets, and 15 gigabytes for motors. See store for more details. Pike County Schools announced a new federally funded grant today kicking off in the district. Pike County Schools is partnering with Berea College and its Partners for Education program. The organization will fund the gear up program in Pike County and four other school districts in eastern Kentucky. The grant will focus on students in seventh grade and under and stay with them for the next seven years to make sure students have all the tools to be successful now and after high school. We believe that seventh grade is like a key and pivotal point to make sure that students are getting that I can do it message particularly I can do it around college. And that's our goal so gear ups goal is to make sure that students have an opportunity and are able to go to college and be successful. The program kicked off today in Belfry with students from sixth and seventh grade at the middle school attending an assembly at the high school to introduce the program. Approximately 39 positions in Pike County will be available through gear up to provide support for students. In a day when we hear the word budget cut budget cut budget cut from across the state this is welcome funding to offset some of those cuts but really this is not an add on this is just an add in to what we're already trying to do. Pike County has had gear up programs in the past however this will be its first year partnering with Berea College. We did a lot of activities try to get us out of our comfort zone a little bit and make us realize that anything is possible. The program will be implemented in 10 schools in Pike County in Belfry Shelby Porter EKB News.


All right Afternoon so Welcome to second day working. This is room 8 and traditionally standing in this corner Weighing a salt 150 pounds soaking wet Parallel from Raleigh, North Carolina representing Give WB Get it up for the senior sport technician and Dream of mine to be a hundred and fifty miles again, so Thank you for that So this is Walter Walter graduated from local college with a degree in finance and After interning for two summers with the local financial planning group Got a job with him straight out of college loves his job and when he's not working he loves to Volunteer of local animal shelter One day they're sitting around this like five people that volunteer and then the one person that's getting paid to be in the meeting sitting there and Looks around the room and says Walter You're the techiest person we've got here. Can you make us a website? A little bit of background as techie as Walter gets is he has successfully installed the email on his phone And he has an Amazon Prime membership This is the extent to which he is taking but he's the one in the room who works all day on computers And his job is a financial planner and so therefore by the fault he is the web master now for the animal shelter So he looks around the room. He's like, yeah, I guess you're right. I sure I'll give a shot website and so the the current website exists on WordPress. It's really old Has been updated in a while Whoever designed it has since moved on from volunteering with the animal shelter And so he Googles around finds a theme that markets itself to animal shelters and he says So by his premium theme and Sets about the process of setting up You guys might have been here before so he he sets it up and And Eventually runs into a problem making it look exactly like it's supposed to look It's not exactly right and so he's he's like, okay, I can I do this and Immediately a thought crosses his mind. I will do anything to not to contact support Why because support tax?  To talk to the second person right like I need to be escalated to your manager because you're not gonna be able to solve my Problem and so you play the game. You're like, okay. I did this. Yes. I turned it off from back on Yes, I did this. Yes, I did that. Can we please talk to somebody you can fix my problem Right. Nobody wants to play the game. I'm altered it won't play the game. So he's like, I'm not gonna play the game I'm gonna figure it out. So five hours later Walter is still trying to figure out how to move the pick me and other header like two pixels to the right to look just like The demo and he is losing his ability to form complete sentences, right? And so he finally submits the support ticket, and it's like a cave person Me website broke that fix spider like at some point And so today my goal with this talk is to teach you how to short-circuit the game I'm gonna give you the cheat codes for the sport game And it's by the way not going to be get escalated to a manager because in wordpress It doesn't work exactly like that. There's generally only like three people in the whole team in the support world and wordpress So the front line person is really good In most cases and so but before We talk about the solution to caveman syndrome Time for a much less fictional story I graduated from the University of North Carolina in Chapel Hill with a degree in religious studies I lovingly call it pre unemployment That was like perfect But anyway, so that gave me my focus was in early American religious history So I can fairly confidently hold a conversation about the Amish or Mormons or shakers or Quakers I tend to say came to preachers like these are things that I can have a fairly reasonably intelligent conversation about Completely absent from my formal schooling was anything to do with the web no no code no no anything and so Fast forward a few years. I like Walter in my fictional story was working for Well, I was working for a nonprofit and my boss looked at me and said you just got a new computer Can you make us a website? Which is fun now we've come like full circle now. It's like I'm a web developer Oh, you're a web developer and you fix my printer These two things are not related So, yes I own a new computer, but in his defense. I also told him that I wanted to get into web development. So I Said sure I'll create a website and like Walter. I got premium theme Which gave me access to a premium support channel And I started asking dumb questions and I don't need that to sound like self-deprecating or like they were really dumb Questions and in retrospect looking back. I see how poorly I Would about the process I went about the process of getting good support and so There I was sitting Trying to figure out how to make websites and I really had no No clue what I was doing. There's some basic HTML So fast forward again to 2013. I began using my degree in pre-unemployment I became unemployed and I decided that I was going to Learn web stuff, you know, I've been kind of down one in it since 2009 or so And I was like, I'm gonna learn everything there is from the server to the browser like what all these technologies are So Linux and Apache and Internet and MySQL and all this stuff just kind of learning it On the fly I was also doing some freelance work because my children have this nasty habit of eating like they just They keep wanting to eat and I keep having to buy food and give it to them So I was just kind of taking any work I could get in those even just Tangentially related to the web and to WordPress because I kind of started to you know, that's where I started with web stuff so where I ended up and I'm a Client that I was working for was asked asked me I was kind of doing project management She was a entrepreneur and had her own content marketing business and wanted me to add one of those click-to-tweet Boxes to her posts and pages. And so, you know, it's like a pre-fills the tweet text for you to send away And she said can you find me a good plugin to do that? So I said sure so when looked at the Various options at that time in 2013 late 2013 They were available in WordPress repository and I found a couple that were doing some cool stuff And I just learned enough about WordPress to learn about the shortcode API Which none of the existing options for click-to-tweet plugins were using and so I found one that I like the most And it was called click-to-tweet and because I'm great at naming things. I'm I forked it and created better click-to-tweet Which is again, I'm wonderful at the naming process, but that plug-in quickly became the most popular Click-to-tweet plug-in in the repository and I don't say that because I think it's the best coded or I'm the best developer or any of that But I made a decision very early on that better click-to-tweet was going to be the best Supported plug-in in Reebok. I kind of viewed it as a resume like either. I'm gonna get a job Spoiler alert, that's the next slide But either I'm gonna get a job or I'm gonna grow my free nights business with this plug-in and so I'm gonna prove that I can Support products and just was maniacal about it. My wife knew that if My phone dinged while we were at dinner And it was a support tech support ticket for better click-to-tweet that I was gonna get an answer If I wanted people to get answers in minutes not even hours to support tickets and so it really was a Proving ground. Well in 2016. I got a job with give Largely important to better click-to-tweet I think and some friends of mine that I'm telling you I should apply Give is the donation platform for WordPress. The headquarters is here in San Diego. And so My job with give is senior support technician. So another full circle. I've gone for being the one who asks The whether or not they're good is available questions to support technicians to now be the one who answers support questions Before I get into the solution to Support game. Here's a little bit more about me. That's my wife and two of my children My wife Jacqueline Benzman's wearing the UNC national champions shirt over here and Theo is the children on there I also have a foster baby with which for obvious reasons. I can't put into the slideshows But if you find me after the talk I'll inundate you with photos of my foster job He's one. He just turned on this week So where we're going today. Oh, and I live in Kerry North Carolina. So I'm 100% remote for give Where we're going today the WordPress way and what matters How not to do what I did and then we'll end with the perfect support ticket so The WordPress way this might feel like I'm taking a little bit of a detour but I promise it matters Because in the WordPress world support works differently than in some other tech industries and that's because the WordPress is different in certain ways And so WordPress since the beginning you might see the tagline in certain places democratizing publishing The goal of WordPress is to give a voice to people who otherwise would not have a voice And to give them the ability to be their own gatekeeper Right no longer do you have to be the editor of the New York Times to decide who gets to say things into the world No longer you have to be the editor of Penguin books to say into the world. This is a fault that matters So WordPress the goal is to democratize Publishing which again is decentralizing taking the gatekeepers away and making each one of us as website owners Our own gatekeeper and that's awesome for democratizing, but it's really difficult for support Because now no longer is that one person that you can send a support ticket to like you can with some other tech Industries who has full control over all of the elements going on the plugins the themes The hosting environment, there's no one person other than you who has control over all that and so that dramatically affects How you have to approach support if you think of WordPress like an airplane your WordPress website like an airplane You're both the pilot and the owner You you're the one who's flying the plane at best the support technician He'd come alongside as like a flight attendant or an air marshal or maybe an airline mechanic But at the end of the day Even if I fly the plane for you for a few minutes while we fix the problem You have to go back to being the one flying the plane as a support technician I'm just here to help You'll often see and I think I even did on that first thing that I bought back in 2009 You'll see the words easy in WordPress marketing materials It's easy makes making a website easy or simple and so WordPress is easy like Flying a plane is easier than building a plane WordPress is easy. I'll say it again like flying a plane is easier than building a plane There's still a learning curve, right? You cut yourself some slack Or maybe if you like music and you're into musical metaphor WordPress is easy like playing piano is easier than building a piano Nobody's ever cycled up to a piano and accidentally play Beethoven's Beethoven's piano concerto number two in D flat major which I had to Google to figure out a tough piano concerto Nobody's ever accidentally played that or played it right on the first try, right? And so there's still a learning curve with WordPress And so it is much easier than starting from scratch and building your own content management system But it's still gonna take Take some time. So that's the first point there cut yourself some slack Imagine a young couple that recently got married and went on their honeymoon. They came home from the honeymoon and The husband starts working out and and warnings of go and work out super early he comes back and takes a shower and goes to work and He starts a terrible habit of throwing his dirty gym socks sweating gym socks And he's aiming for the hamper that's beside the bed for the dirty clothes and he keeps missing he keeps landing the Sop on her side of the bed So sweaty nasty gym sock and so the first time it happens He's like, you know, whatever she's losing and the next time it happens. They have one of those cute newlywed fights And it's sort of like a halfway fight it's like passive aggressive fighting and then Eventually though as these things tend to do if he keeps Making a mistake and so it becomes a fight, right?  He does better But he falls back in a bad habit so fast for like six months a year later this is still happening it's kind of a recurring pattern and She just loses it one day. She's like, that's it. You need to clean it up. He's like, whoa We need to go to counseling And she's just like And he's like, okay, so he books an appointment with this $500 an hour marriage counselor I'd like that top cream of the crop best marriage counselor. There it is and He gets there and he sits down and as counselors do they say so what brings you here today and he crosses it on My wife blew up at me for no reason Now I don't care if this guy's the Michael Jordan of marriage counseling like he's he's not going to be able to get to the problem immediately right, I want you to view you Going to support text for your WordPress website like taking your relationship with your website to counseling Support for WordPress is like finally taking your relationship to a website counseling and unlike where the metaphor falls completely apart Unlike counseling where it's kind of expected that there's gonna be some back and forth I think there's gonna be like he's paid for an hour. He's gonna sit there answer a lot more questions with support That folded arms my wife blew up at me for no reason is Not as helpful because now he's gotta Figure out without it taking 15 times back and forth What was wrong? Here's what that you know arms folded My wife blew up at me for no reason looks like in the WordPress world We referenced it in Walter's case But here's what the actual ticket looks like and I have both submitted this ticket and gotten this ticket as a support technician countless times It's broken please fix right Broke it please fix and I've been there and I've been a guy that's been five hours trying to avoid at all costs having to send in a support ticket and then eventually by the time I'm Give up. I'm like how last thing I'm gonna do is explain to you what's actually broken like your website or your theme Is terrible and it's the worst thing ever and it's broken fix it or your plug-in is terrible And it's the worst thing ever you fix it There's there's one thing that there's one ticket that might be even more frustrating and it's subtle and it's this I read all the docs and still broken Please fix that feels better as the person submitting the ticket right because you're you're like insistant You're you're trying to play the game right because the game is the next thing they're gonna say is have you read the instructions? And so you're able to kind of free it now like So I've already read the docs But now what this ticket does to me as a support technician and it's almost never intentional you were trying to be helpful You were trying to sort of clue me in that you know, I played this game before I've read the dogs Now I have to be like a I have to be a detective as I'm figuring out where either the docs are wrong or incomplete or Which step you skip or whatever So this is really close to a great ticket and for the rest of the talk today We're going to take the space after that first comma We're gonna add four paragraphs And we're gonna make it into an excellent ticket And so here's the four things that you need to do in between I read all the docs and it's still broken Please fix you need to tell me four things What you're trying to do What specific steps you took What you expected to happen and what happened to say those are the four things that you gotta put into the ticket and The reason why it's so helpful is not just because it helps the support technician But as I'll show you this can help you solve the ticket yourself It's a process called It's a process called rubber ducking and this is a real thing that developers do and they take a rubber duck physical rubber duck And they put it on their desk. I use the wapoo from where came to us a couple years ago And he's it's on my desk. It's a little plush toy. That's it's on my desk and when I'm coding something You know better quick sweeter trying to debone problem with you I will read through the code out loud and I'll say well on line one It's supposed to do this and I'm like to it's supposed to do this And there's an if statement on line three that if that's true then this will happen And I with my words my dad so I can say things like you should words I use my words and I say out loud to the wapoo toy or the rubber duck as the case may be What was supposed to happen? And what happens like I'd say 50% of the time is the duck solves the problem Right and what's going on here is You're using a totally different part of your brain You're using a totally different part of your brain than you do when you did these steps when you explain the steps And so you're it's like giving yourself a different perspective on the situation To talk about what you did and what will happen is you'll say and and again the specific steps the number two here It's crucially important. I don't mean I read the doc I mean I read the docs at this URL and in point two you say to do this Here's what I did and in point three you say to do this and here's what I did And as you're explaining it again out loud, I can't tell you how many times I've gotten to point four and then like oh I Didn't do that and so then you go back and do it and so it creates this loop two three and four you just keep doing two three and four over and over again where You know eventually get to the point where the rubber ducks off the problem because you realize that that you weren't doing things Things like the right so that's that's the first thing that can happen as a result of those four steps The second thing is you could show me your golf swing If I went to a ball golf professional, I prefer this golf So if I look to a ball golf professional and showed him or her my swing You know They would probably immediately be able to tell me like 10 things I'm doing wrong They were like well you're lifting your head and this arms are breaking and your wrists are all over the place And they there's they'd be able to tell me exactly what I'm doing wrong. Why? Because they seem a lot of people in a lot of golf balls a lot of times in fact they themselves The way you become a professional golfer is to hit it into the lake way more times than the average human Like they've they've done this a lot And so the way you become a professional support technician for WordPress is you break websites in spectacular ways I've broken a website in way more spectacular ways than you have taken down production websites totally by accident with a semi-colon like I We've done it and and I've got lots of support tickets And so when I get that ticket that says I took this PHP snippet from your documentation And I put it into the post editor and I clicked update and nothing happened some of you heard it Post editor is not where PHP snippets go. So if you tell me that level of detail that this is what you did I'm immediately going to go off Here's your problem, and we've actually got a documentation article for that and here's what you do with PHP snippets and bang It's like a four-character keyboard text snippet and I can answer that question and literally 30 seconds in a very comprehensive way because I've seen lots and lots of people make that mistake I made that mistake. I remember when I made it So that's the second thing that can happen You can either rubber-ducket and figure out the problem yourself which happens a lot or you could show me your golf swing And I can immediately be able to spot what you are doing wrong. The third thing is I think far more interesting in 1990 Well, the book is made to state by Chip and Dan Heath and they tell the story of Elizabeth Newton who was a PhD student at Stanford in 1990 when she made a groundbreaking discovery So her research that year what she did was she took two groups of people Tappers and listeners the tappers she gave gave them a slip of paper with a common song title Something that everyone in the listener group would know so happy birthday to you And before and never told to tap out the melody on a table So instead of singing or honing or whistling the tune for jingle bells. It would be a stable boss you all heard and so She but before they tap top melody they were asked to guess what percentage of the listeners would get it right Estimate what percentage so they already knew the title. They're looking at jingle bells And they're looking at the people across the room These people will get it right they estimated 50% of the time they said And so what actually happened was they got a right 2% of the time so tappers overestimated their own ability to communicate a message By 48% like they were way off in their their estimation. What's going on there is once you know the melody It is impossible for you to remember what it was like to not know the melody when I tap There's none of you in the room that didn't hear jingle bells jingle bells All of you heard it because you can't pull yourself out of that knowledge Here's what documentation is On our website. I'll give WP on better click to tweet dot com my documentation is me tapping on the table and I There's I know by virtue of the fact that I can't remember what it was like to not know how to install I can't remember what it was like to not know how to activate Caching or to not know how to migrate servers. I've learned lots of stuff I've got a lot of different melodies in my head. And so when I write that documentation What I'm doing is tapping on the table and so I need listeners in my life To show you where my documentation has holes and as you walk through those four steps of Here's what I'm trying to do. Here's the steps of the specific steps using your documentation. Here's what happened I can immediately go oh The documentation is not clear on this point I didn't think about that and so I'm able to go and fix the documentation And so those are those are the three things that can happen and do happen on a daily basis That actually the process of writing the support ticket is in it in and of itself Makes the whole of the product better So a customer can write a support ticket that results in the documentation getting better Or more complete or the screenshot being exactly accurate, which then More people like the product which and so it it starts with a great support to you And so submitting those good support tickets matters Before we close I couldn't figure out another place to put this in the talk So I just stuck it right in here in the middle. Here's some tips First of all all cats is yelling Don't don't yell Tangentially related to that profanity does not get you moved in the line I Translate WTF to why this first and I just Move it back. I'll answer you and you will get great support later You're in time out. I'm a father. We don't talk like that around here So that's number one tip number two never send your credentials Your login email password your credentials in Instead if you need to send credentials if the support techniques access to your site What you do is you make them a new user with their email and send them those credentials now We use one time secret comm so that people can paste in their Username and password that they just created for us into one time secret comm and then we click on one time And the server release it after that or you can just send those in the email itself as long as you're religious to delete that user after The support ticket is over. So that's two tips there and Finally my final tip rather is if you paid less than a thousand dollars for the solution that you were seeking support for It's pretty business standard to expect about one business day On a ticket now full disclosure give we try really hard to do way better than that and we advertise two to four business hours I think that's weird It's abnormal, it's good, but it's abnormal and so I would expect if you pay less than a thousand dollars One business day turn around if you pay more than that they'll probably get back to you faster than that So that's my three tips that I couldn't stick anywhere else So close with this I told you earlier we were going to talk about the perfect support ticket and then I like spoiled my own Clutchline because there is no perfect support ticket right if there's no audience Who could receive the perfect support ticket? No one person has control over your theme your plug-ins You were posting environment All of the different you know your content writers all of the people that are in your organization Then there can't be a perfect support ticket and so as we we recognize that it will go a long way I had no idea in 2008 2009 whatever that was as a religion major working for a nonprofit Organization I had no idea I was making a career transition But in retrospect what happened was pretty obvious I got wrote in my wordpress the wordpress is not just the software that Powers 30% of the internet whatever the number is these days wordpress is a community and Especially starting about 2014 when I started going to work camps and I started seeing the community Around wordpress. I got wrote in And so I could have made this talk Much much shorter like two minutes and my end with those two minutes See because wordpress how to get better support and wordpress is simple You get better support in wordpress by keeping in mind that you are wordpress the people in this room the people Here in the other rooms other tracks the people working blended Across the pond the people all around the world that are a part of this wordpress community are Wordpress and so as you submit a support ticket to a theme shop or to Software as a service company in the wordpress space or to a plug-in shop keeping in mind that you are wordpress Totally changes the conversation because you're not sending a support to get to some nameless face with other You're sending a support to get to one of your people and and I think if we can keep that in mind We'll make not only Wordpress better as I've mentioned great support makes the whole ecosystem better Great support from the ticket side and great support from the support side You'll not only make wordpress better. You'll make the world a better place. So thank you so much And I have time for questions if anyone has Also accept comments I Remain on the religion track I Think there's a lot of similarities. I think my hypothesis is the question for anybody who didn't hear it and for the camera Is do do I think that? my In had I not been introduced to work as I would continue on the religion track And I think in many ways sure I think without wordpress as a way to give out with to some of these creative tendencies and creative Technical desires and things like that. I probably would have stayed in full-time industry or stay somewhere On what would be considered more of a traditional religious path? But honestly, I feel like my job and support right now is equally sociological equally philosophical equally Spiritual in a certain sense. Now, obviously, I'm not doing any we don't talk about spiritual things I support because but my understanding of how people were that I gained and nonprofit work and religious studies I think really helps in the human side of support because I'm not dealing I have to remind myself and if this talk had been to support technicians I would have said you have to remind yourself the people on the other end of the support ticket Even though there's only cave people and they're angry because they you know can't get the stuff to work They're people and they're there's it know the boss breathing down their neck or Something like that. And so I think having that level of insight not that I excelled in it or anything, but coming from that side not being trained technically Officially but being trained, you know interpersonally and my previous stuff I think really helps in support. And so when I look for people to work with me in the support capacity That's what I want to look for is people who understand people Understanding the tech stuff can be taught understanding people and basic human decency can't really be taught when they can Have you got support tickets that where they try to get very tailed and they clearly get lost in the weeds And if so, how do you diagnose that from there? Yes A lot of times it really help There's almost no point at which more detail is bad like A lot of times if they give me a ton of detail and they get sidetracked into Something like for example, if I know that there their root problem is They're getting the spare from the payment gateway for for gear or something explicit they gave a error and I know that and they get sidetracked into and I'm in test mode and this is this and they're telling me all this stuff It doesn't really relate back to their main issue. It never hurts. It's not, you know, I'm still gonna do the same Stuff because I probably see what the problem is based on the error But yeah, I mean I think we try really hard to do less than three responses to a resolution of people's issues And so that first response our philosophy is to give me my wife called me an over explainer I'm very well seated for my first response because I Over-explained everything. I'm like, well, here's the 19 things it could be Buckle up, it's in coffee And I'll give them all everything I can because my goal is for them We say this all the time and our support means my goal is for them to never be able to say okay I did that what next Here's the 19 next things that if you get all the way to the end of it. It's probably and it's a complicated issue I probably have already asked you for staging site access or for Credentials to create a staging site for you or you know to pull Colonial site from my development environment. And so that that would be what they respond But I never want them to say to be able to say okay Try all that that didn't fix it because we've all been there again. That feels like I'm putting all the work on to the user to figure stuff out and if it's a complicated issue I don't figure out for Other questions, thanks so much stick around and have beat box competition with Matt Cromwell. He goes through the first


Hi everyone, Joe for JaspysCaseRakes.com, coming at you with a blaster box of Platinum Baseball, Bowman Platinum Baseball, giving away seven spots here, giving away the final six spots in the Jaspys repack dual case, it's the last filler. So let's get on with it, big thanks to, I gather everyone's names here, big thanks to this group right here. Thanks everyone for making this happen, we're going to give away those final seven spots. It's our first of three dice rolls, it's roll it, randomize it, two out of two for the hard way. One, two, three, and four. After four times, Jimmy, John, John, Eugene, John, Travis, and I think, is it seven? Yeah, and then John, once more extra spots going your way after four of the hard way. I'll put those little rooftop symbols next to your name, so you know those are your winning spots. So let's gather up your names again, let's do the break itself, all 30 teams are in, and let's roll it and randomize names and teams two and three five times each, one, two, three, four, and five. Alright, two and a three, five times four, the teams one, two, three, four, and five. Brewers A's, alright, John with the high risk, high reward strategy here with a bunch of spots, Brewers, Cardinals, Phillies, Astros, Tigers, Nationals, Eugene with the Angels, John with the Blue Jays, Pirates, Jimmy with the Yankees, John with the Guardians, Jimmy with the Twins, John with the Royals, Jimmy with the Marlins, Eugene with the O's, John with the Mets, Travis with the Reds, Eugene with the Red Sox, John with the Padres, Travis with the Rays, Jimmy with the Rockies, Diamondbacks, and Dodgers, John Jackson with the Rangers, Cubs, Mariners, Eugene with the Giants, John with the Braves, Robert with the White Sox, and John with the A's. Alright, now let's just print and rip, there's the final print out right here, and good luck. Brooks Lee is our autograph, he's actually kind of a big prospect I think for the Twins, right? Jimmy with the Twins, pretty sure, these are all supposed to be top prospects, there's a Corbin Carroll rookie card, that would be for Jimmy as well, nice. Alright now, let's give away those six Jaspie's repack spots, third and final dice roll, it's going to be the top six after ten, six and a four, ten times, top six after ten, we'll get into the next break, one, two, three, four, five, six, seven, eight, nine, and tenth and final time. So from seven on down, so after ten, from seven on down, sad time, seven through thirty, thanks for giving it a shot, I appreciate you. Top six, you're happy because you're in the next video, you're in the next break. Jimmy is happy, so it's Jimmy again, John, Eugene, Jimmy and Eugene, congrats to the top six after ten, we'll see you in the next video for the break, Jaspie's case brace.com, bye bye.


Hi, my name is Sebastian Ato and today I would like to give you a preview of the next version of open sesame Which will be 3.1 codename Jesse James and in particular I would like to show you the the new integration with the open science framework that we now have in open sesame Now much of the work that I that I will show you in this video has actually been done by Daniel Schreij So big thanks to him and it has been funded largely by the Center for Open Science So also big shout out to them. Now Let's start with a simple attentional capture experiment that I prepared for this purpose So here you see continue with the recent experiment attentionalcapture.osx click on it to open it Now and what I want to do Is link this experiment to the open science framework? What this means is that if I link an experiment to the open science framework that Every version of the experiment so as I develop the experiment I create different versions and every version of this experiment will be saved Will be backed up to the open science framework In addition when you run the experiment And you collect data the data will be automatically uploaded to the open science framework So that's kind of the idea, right? So everything you do in open sesame is automatically synchronized to the open science framework And this all happens in a very user-friendly in a pretty sweet way. I I hope you will agree Now to log in to the open science framework you click here on this icon the login icon with the little OSF icon next to it But log in and it will open a browser window that allows you to log into the open science frame So I type my Email address and password which you're not see obviously and I sign it Now The open science framework asks you whether you're okay with open sesame using your account and accessing the files on your account So obviously you have to say yes, I allow that right, which is fine Okay, click and then you see it logs on and it shows my little my little photo that is associated with my account on the open science Now if I click on this this OSF button here You will see a few things you will see a show explorer option which if you if I select that it will show a Basically an overview of everything that I have on the open science framework So I have a a project here, which is called a very brief history of open sesame Which is something that I presented that at open corner conference and I have some some more stuff And you also see that there I have a project called attentional capture, which I have prepared for this demonstration so Every project has an OSF storage Component basically that's that the OSF storage is your virtual hard drive that you have on the on the open science framework Right the open science framework is kind of like a draw box for scientists It allows you to save files and the OSF storage is where you save these files So if I want to link my experiment to the OSF storage to the files of the attentional capture project I just select it right click and say sync experiment to this Up there we go We'll take a little while because my connection is kind of slow There we go, and then it says the experiment has been linked to the OSF Okay now And if I now unfolded you also see that I have a copy of my experiment actually in already uploaded to the OSF now I Also want to save my data now I ideally don't want to save my data in the same folder. I think that's kind of messy So I say create a new folder. I say data. Okay It will create a new folder called data. I select it and I say sync data to this folder. Okay Data upload folder has been set to about a lot now here above you see that you can choose whether You have these two options always upload the experiment on save and always upload collected data if you enable these Open Sesame will automatically save your experiment and the data to the open science frame if you don't enable these Open Sesame will ask you every time whether you want to do that, right? So I think it's kind of convenient to to enable Okay so now we have an experiment that is saved or linked to the open science framework and So basically say for example, I know I have an instruction screen here and I made a see instruction It's a little little typo here if I now fix this type. I say instructions and I save the experiment by clicking on the save button It will not only save the experiment locally on my hard drive But it will also save a new version of the experiment to the open science framework and it will say so right experiment Successfully synced to the open science framework. So that's pretty sweet If I run the experiment click here and I say for example, I have to indicate the subject number I say okay Subject zero dot CSV. Let's save it there. Okay Subject zero already exists. Okay. Yes. So now I'm running the experiment. It's pretty short. So bear with me It's just a typical attentional capture task of a few trials So I do the experiment up tick tick Tick Okay, and one experiment is finished Okay, so now I have a data file right very short data file And this data file is not only saved locally on my hard drive, but it is also saved to the open science framework as this message Chess here. So if I go to this OSF Explorer, you see that now in the data folder We actually have subject zero dot CSV, right? So this that's really I think is really very convenient very smooth so If I actually log in to the OSF you see all the things that I do in open sesame are also visible on the open Science framework, right? So that's kind of the whole idea So I go to OSF.io, which is the website of the science framework. I log in Okay, I Don't want to save it Serially here you see my attentional capture capture thing project Okay, if I click on it, you see you see the OSF storage, right? Where the files are you see the experiment You see the data file that we have here now also if I click on this experiment So if I select it You will actually see All the old versions of this experiment, right? So if I click here on revisions, you will see that I initially uploaded the experiment Which is ID 1 then I fixed this typo in the instructions. I saved it and that was ID 2, right? So you can always retrieve these old old old files Old versions of your experiment that you have in the open science framework