The resistance of this camp is strong, and they will appear without warning, even from amongst the most enlightened of companies.
How can they be recognized?
You will hear their battle-cry, their mantra, their fundamental belief that their application, their infrastructure is a misunderstood victim. That if they could only get their one idea across, the whole of the company would be enlightened.
The fundamental tenet of this group is simple and short.
How can we manage the Internet?
The obvious fallacy of this argument is clear to any Web performance professional or business analyst: Customers get to our business across the Internet, not via psychic modem. In order to keep close tabs on the experience of our customers, the site, application, code must be measured from the outside-in.
In order to prevent making enemies and perpetuating already ossified corporate silos, take the initiative. Gently steer the discussion in a new direction by making this incredibly vast problem into one everyone in the company can understand. By adding a single word to the initial question, the fearful and reactive perspective can be dramatically shifted to one that could make the members of this camp see the light.
When you talk to these customers, change the question: How can we manage for the Internet?
Now the focus of the discussion is now proactive – is there something we are missing that could reduce the problems and/or prevent them from ever happening?
Taking the all-encompassing and awe-inspiring challenge that is the Internet and turning it into a Boy Scout moment may reinvigorate the internal conversation, and give people a sense of purpose. Now they will be galvanized to consider whether everything in their power is being done to prevent performance issues before bits hit the Internet.
Effective Web performance hinges on taking the obvious challenges that face all Web sites, and turning them into solutions that mitigate these challenges as much as possible. So, in the next team meeting, the next time you hear someone say that it’s just the Internet, ask what can still be done to manage the application more effectively for the Internet.