Rapid Release Redux
I had commented on Mozilla’s new “rapid release process” before the PR storm, but it in tweet form, so I figured I’d expound on it a bit.
A lot of the focus has been on Dave Winer’s post (and his followup). His post has been tarred as “incomprehensible” by some1.
I tweeted a (humorously-intended) translation of his post, which Asa quickly rebuked, so let me clarify:
The root of this issue is this fundamental disconnect: Mozilla sees Firefox as a “lever” to “move the Web“: JS as the computer lingua franca, WebGL, plugin-less audio/video playback, and native audio/video recording2 are all initiatives they think are important, and they see Firefox as the vehicle to make3 those things happen.
Some of their users agree with them.
But a lot of users do not.
Those users, like Dave Winer, think the browser4 is feature complete5: they can do everything they need or want to do online and they’re generally happy with the product.
So when Mozilla forces these new features on their users’ daily browser experience, and especially when those users can’t perceive a benefit6, making them pawns in the browser wars, they become—reasonably, I might add—annoyed. They just wanted to read their email with AdBlock. Or play Farmville.
Twice now—first with Out Of Process Plugins7 and secondly with Firefox 4′s EOL proclamation—Mozilla made sweeping changes Firefox users weren’t prepared for, didn’t expect, and most importantly in this discussion, affected their daily usage and interaction with the Web in a negative way8.
Coverage of this issue has been framed as a “corporate support” argument (which Mozilla claims it never really cared about) or vilifying users who are comfortable with the functionality and stability of their older browser9.
But these are proxies for and distractions from the actual issue: Mozilla Corporation decided to change the way it had released Firefox since… well Firefox was conceived. It did so without doing an adequate job of informing users10, without seeking buy-in from users, and without giving them the option to do anything else.
To be fair, Mozilla is in a tough position: Microsoft provides “enterprise support” for its older (but still-modern-for-some-values-of-modern) browsers and a more predictable (if longer) support schedule because that’s what its customers—who pay them a lot of money—expect. And Google doesn’t provide any promises about Chrome’s releases or schedules (and, in fact, does a pretty good job of keeping users in the dark about what version they’re using), but the extension ecosystem on Chrome is still pretty nascent, so breaking extensions (if that even happens) doesn’t seem to be as big a deal to their user base.
The thing that hamstrings Mozilla is extensions are a core part of the Firefox experience, but it’s difficult to corral hundreds11 of extension developers together every three months to get their extensions updated12. And when you have promoted and built your core base out of users who rely on extensions, that becomes difficult to manage successfully13,14.
Unfortunately, the loser here is the end-user: their personal user experience with Firefox is degraded, they’re frustrated, all they hear from Mozilla Corporation is a canned-soundbyte about how wrong they are and how they’re holding a gun to the Web’s head. That’s not even in the ball park of any response that would be productive15, so in turn, those users lose faith in Firefox. And its stewards.
To be clear—I fully expect this detail to be ignored/forgotten—I’m not making any comment on whether “rapid release” is good or bad, how it could/should be made better, or whether or should be abandoned altogether.
Those are good questions, and they’re apparently being discussed.
But that’s not really the issue.
The issue is the disconnect between Firefox users’ expectations of their beloved browser, which have been established through six years and as many16 major releases, and Mozilla Corporation’s use of Firefox as an instrument to push change.
The strategy of addressing user frustration by shouting over your users and blowing them off when all they wanted to do was use your product as they had been for the last seven years merely exacerbates the situation.
And Winer hits this nail on the head when he says “Mozilla doesn’t have a problem communicating, it has a problem listening.”
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1 A statement for which no explanation has been given—I asked—and which sure sounds like an ad hominem attack to me!
2 And a not-entirely veiled desire to kill Flash completely
3 Force?
4 And maybe the Web?
5 I disagree with Winer on this
6 And may see it as a bloat-ifit
7 The “I updated to 3.6.4 and Flash stopped working”-debacle
8 This, based on both my own experience and anecdotes others have shared with me
9 As if they were holding a gun to the web’s head
10 As evidenced by the backlash
11 Thousands?
12 And this is exacerbated by the fact that even though there may not be a lot of code change, a major version number bump has historically been a complex process for extension developers
13 Mozilla Corporation’s Gavin Sharp tells me they did bump extension compatibility
14 Mozilla Corporation’s Paul Biggar tells me tells me this only affected a “small portion” of users, but when challenged to provide evidence for that claim with AMO data, everyone got really quiet
15 Much less a response which is user-oriented, something Mozilla Corporation says it strives for
16 Depending on how you count
As a Firefox user, the impression I get is that Mozilla is becoming like Gnome. They do claim to be doing everything for the users, and when users complain that these actions aren’t what users want, the users are told that developers know what’s best for the users. (usually because “experts” told them so)
Now since I don’t pay for Firefox, I don’t feel that I get to tell them what to do. But it’s insulting to be told what I want. I could at least respect this if they were honest that they really don’t give a shit what users want. Innovators frequently have to do that.
But what I see coming at me isn’t innovation, it’s an obsession with Chrome. If Mozilla wants to turn Firefox into a Chrome-wannabe, then they’re probably going to lose all their users who prefer Firefox over Chrome, to Chrome. If I’m going to be forced to run Chrome, I might as well get the real Chrome and not the Chrome clone. Especially if they mess up the Firefox plugin ecosystem. Addons are what bind most of us to Firefox. Break addons, or drive their developers away, and it’s over.
@Ron,
So which are they becoming more like? Gnome or Chrome?
Seriously though, I didn’t bother trying to draw those connections because, historically, people who disagree with the general argument will then get stuck on attacking the specifics of the correlations made to other open source projects, and actually ignore and/or miss the real point. It’s counterproductive.
As for not innovating, I actually think this is part of the problem: users don’t know or understand the threats on the Web today, or the things that could be, so they’re not particularly interested in upgrades, especially when their experience with them is as broken as it just was.
I actually disagree with Dave Winer that Mozilla knows how to communicate; that’s actually part of the problem. Maybe he should have said “Mozilla knows how to market,” which is slightly different. I think if they were communicating, then some of these issues wouldn’t have taken their user community by such surprise, and they may have been able to make a better case for why upgrading really is better for them rather than dictating that, yes, upgrading will be better for them.
As for Mozilla becoming Chrome, I’ve heard that argument before; I’m not sure if I totally agree with it, but I will say that I don’t have a clear picture of what Mozilla is becoming…
And when I read things like “Google Chrome’s amazing growth spurt. The top web browser by June 2012?“, it worries me.
The comparison serves as a shorthand for how it feels to be a user of both in a way that has a historically understood meaning. Beyond that, I don’t make any claims about the specifics involved. Each situation is unique, although in my own comparison, I stuck with what I was using in the comparison case, and I’m not so sure I will with Firefox.
IMO, the problems come from trying to be the One True Browser, when that’s not what the world wants. The users gain from the additional choice and competitive pressure Chrome places on everyone else. (I think that’s unquestionable now) The premise that Chrome’s market share means Firefox needs to be more like Chrome is what I take exception to. In what way? They want to make it faster, nobody’s going to complain. But when you change your users experience and that’s not what they want, be prepared to lose them. If you’re creating for yourself, so be it. Last I heard though, Mozilla, unlike the community project I compared it to in this instance, likes to think of itself as a business. They’d better be right that they know what we want and that we don’t know what we want, because they need us.
@Ron:
All good points.
Last I knew, one of the strategies was to get the BRIC countries to embrace Firefox in a big way, so you see the creation of Mozilla China (which has all sorts of interesting implications with respect to the departure of user-focus, though I’ve heard perfectly crafted and vetted counterarguments to all of those) and a focus on the Brazilian market; there was also a change recently in the default search engine in Russia.
If they can pull that off, then that may bring them their second or third multiplier of users; if they can do that, then getting worried about what the users that made Firefox relevant in the states and western Europe (the G-7 countries) is sort of irrelevant.
I guess time will tell if that works out for them…