Review & Support time
Tags: productivity, culture
Published: 2023-04-02 22:29:11

## Introduction

In today's fast-paced world of software development, it's easy to get caught up in the excitement of building new features and pushing out code. However, it's equally important to set aside time for support activities such as reviewing RFCs, and pull requests, answering questions in channels, guiding new people, and contributing to incident resolution. 

Failing to reserve time for support activities can lead to a negative impact on team morale and burnout. Without support from their colleagues, team members may feel overwhelmed, stressed, or isolated, leading to a decrease in productivity and an increase in turnover. Moreover, not having enough time to address critical incidents can lead to system downtime and service outages, which can be costly for both the company and the customers. Therefore, setting aside time for support activities not only benefits the team's work but also creates a culture of collaboration and support that leads to a healthier work environment.

In this blog post, we'll explore why support is crucial for software development teams and the cultural impact of having these initiatives.

## The Importance of Support

Support activities are essential for ensuring that software development teams function effectively. Here are some reasons why:

### 1. Improves Code Quality

By proactively reviewing RFCs and pull requests, team members can identify potential issues before they become significant problems. This approach promotes a culture of continuous improvement and helps to ensure that the codebase is of high quality, reliable, and efficient. It also allows team members to share their knowledge and best practices, which helps to ensure that everyone is aligned with the team's standards and goals. Additionally, by catching issues early, the team can avoid potential delays, reduce technical debt, and streamline the development process. Therefore, investing time in reviewing RFCs and pull requests is a critical part of building high-quality software and achieving long-term success.

### 2. Fosters Collaboration

Answering questions in channels and guiding new team members are crucial for building a collaborative team culture. When team members share their knowledge and expertise, they create an environment that fosters continuous learning and growth. Moreover, by helping new team members to onboard quickly, they can feel more confident and empowered to contribute to the team's goals. This approach helps to reduce barriers, increase cross-functional understanding, and encourage innovation. Additionally, by working together to solve problems, team members can identify new solutions and opportunities for improvement. Ultimately, building a collaborative culture through answering questions and guiding new team members not only benefits the team's work but also creates a positive and inclusive work environment.

### 3. Increases Efficiency

By actively contributing to incident resolution, team members can minimize downtime and ensure the smooth operation of the software. This approach is essential for maintaining high levels of efficiency and productivity, leading to a positive impact on the team's and the organization's bottom line. Incident resolution often requires the collaboration of different team members, and by actively contributing to resolving an issue, team members can share their insights and expertise, which can help to uncover the root cause of the issue and prevent it from happening again in the future. Therefore, by contributing to incident resolution, team members not only help to reduce downtime but also ensure the reliability and quality of the software and enhance the customer's overall experience.

## The Cultural Impact of Support Initiatives

Having support initiatives in place can have a significant cultural impact on software development teams. Here are some examples:

### 1. Encourages a Culture of Learning

By providing support and guidance to new team members, more experienced team members can help to create a culture of learning within the team. This can lead to a more engaged and motivated workforce, which can have a positive impact on productivity and retention. Furthermore, mentoring relationships between more experienced and newer team members can build trust and camaraderie, leading to a more collaborative and supportive work environment. Ultimately, investing in the development of new team members is an investment in the team's long-term success and helps to ensure the continuity of the team's culture of learning and growth.

### 2. Promotes Transparency

By reviewing RFCs and pull requests, team members can ensure that everyone is on the same page and that there are no surprises down the line. This helps to promote transparency within the team and can lead to better communication and collaboration.

### 3. Builds Trust

By contributing to incident resolution, team members can build trust with each other and with external stakeholders. This helps to create a culture of accountability and responsibility, which can lead to better outcomes for the team and the organization as a whole.

Moreover, by working together to resolve complex issues, team members can learn from each other and develop new skills, which can contribute to a more skilled and effective team over time. This culture of trust can extend beyond the team and to external stakeholders, such as customers or partners, who rely on the team to deliver high-quality and reliable software. Thus, a culture of accountability and responsibility built through incident resolution can have a ripple effect that extends throughout the organization, creating a positive impact on overall performance.

In addition to building trust, contributing to incident resolution also helps team members develop their problem-solving skills. When team members encounter complex problems and work together to find solutions, they have an opportunity to learn and practice critical thinking, analytical reasoning, and creative problem-solving skills. These skills are essential for success in any role and are highly valued in today's competitive job market. 

## Conclusion

In conclusion, setting aside time for support activities is crucial for software development teams. By doing so, teams can improve code quality, foster collaboration, and increase efficiency. Moreover, having support initiatives in place can have a significant cultural impact, promoting a culture of learning, transparency, and trust. So, if you're not already doing so, make sure to prioritize support activities in your software development team.