The Kübler-Ross model is a classic pattern that defines how people deal with great loss or catastrophe. It’s the five-stage grief model so beloved by TV scriptwriters - an array of shows have made use of the model, most notably this brilliant episode of The Simpsons in which Homer learns of his own impending demise:
Hibbert: There are five stages. First is denial.
Homer: No way, because I'm not dying.
Hibbert: Next comes anger.
Homer: Why you little...
Hibbert: After that comes fear.
Homer: What's after fear? What's after fear?
Hibbert: Bargaining.
Homer: Doc, you've got to get me out of this. I'll make it worth your while.
Hibbert: And finally, comes acceptance.
Homer: Well, we've all got to go sometime.
Hibbert: Mr. Simpson, your progress is remarkable!
It only occurred to me recently that the same model applies to a developer being told that his work has a bug. Not just a simple display bug, but one of those really nasty voodoo buggers that defy all attempts at rational explanation and turn debugging into a two-day stretch of swearing, shouting, and occult sacrifices. Observe:
Nah, that works just fine. Must be a freak happenstance, or the user’s machine is knackered.
Why do people bring me all these problems? Give the users better training!
Maybe we can just fix it in the next version, so I can get on with my life?
This problem will never go away. It’s going to actually haunt me until I die. I am Moby Dick to this bug’s Ahab.
If I fix this, I can have my life back.
