I've been with Drupal just about four years. Almost from the start I've been helping people. I spent a long time active in #drupal-support on IRC. I wrote tutorials about things I was working on. I answered emailed support requests. Eventually I moved on to writing three modules and all the support that goes along with those. Everywhere I look I see people needing help with Drupal and I want so badly to help them all.
I think of myself as a generally friendly person. Of course I'm not perfect and I have a temper now and then. But I'm mostly easy going and want to get along with everyone. I've had tons of people seek me out for support just because they saw me helping someone else and I was nice. I thought I was fairly well known in this community for being nice and helpful, especially to new people.
But lately I've been told by several people that I'm not. They say I'm harsh, condesending, defensive, cocky. That I lack empathy. When it was just one person, it was easy to dismiss. Tonight, it was two different people on two different posts bringing the total up to 5 that I'm aware of.
I sat here in tears for a while after that. I try so hard to help people and yet I'm obviously failing somewhere. I know I can give curt, short answers often. I frequently answer posts in my queue with a couple of screaming children clinging to me and can barely get a sentence out before having to leave the computer. So I dash off answers, do my best to point them in the right direction. I know how in so many queues questions sit for weeks or even months unanswered. I thought people would appreciate me giving my best attempt, letting them know if I need more info or if it's something I can't help with. If it's another module at fault, I move the issue. If it's something weird that I'm pretty sure isn't caused by my modules and I'm unable to reproduce it, I let them know. I thought people would want a response so they aren't sitting waiting and wondering. But it seems all I'm doing with my quick responses is pissing people off.
But what more can I do? I've already been told to suck it up and stop whining about how I have no time because of my kids but that's my reality. My computer time is stolen moments here and there in a loud crazy house. Even now, at 11pm, I write this with a toddler by my side who is refusing to go to sleep and just whipped his sippy cup at my monitor. This is my life. My family is my priority. I squeeze helping people in where I can, as much as I can, to the detriment of my own sites that sit there unfinished. But it's not enough. It's never enough. The support requests just keep coming at me from all over.
And I'm getting burnt out. I try drawing lines. Saying, yes, "this" is a problem in my module and I can fix it and, no, "that" is some weirdness on your site that I can't reproduce. I hate setting won't fix. It's a horrible status, admitting defeat. But I must or I will go crazy. I can't fix everyone's problems. Perhaps "can't fix" would be a better name. "won't" implies refusal. It doesn't say how much I desperately wish I could wave a magic wand and solve your problem.
But I'm only human. I have no magic. I only have my code and my not infallable Drupal knowledge. I have my love of helping people and I have my limits.
And I'm drawing another line.
Effective immediately, I am taking a break from support. I am going to work on my sites for a while, solve my own web problems. Aside from APK for D6 my modules are stable and don't have any known bugs. Certainly there's nothing critical that can't wait a while. I'll keep working on APK D6 because I need it for my own site and it only makes sense to publish what I have. But I will not be supporting any of it for a while. I don't know, yet, what will become of the eBook I am writing. Documenting everything has slowed my rebuild to a crawl. I suspect that will either be canceled or massively scaled down. We'll see. All I know is I can't keep going like this. I can't keep giving and giving only to be told I'm not giving nicely enough. It's tearing me up inside.
I need a break.
I'm not going to put this on Planet but will link to it from my projects to explain my absence. I'll leave comments open here just in case something needs clarifying but please don't post to say how I've helped you and that sort of thing. I'm not posting this for attention or fishing for compliments; I'm not an attention whore who gets all dramatic just to get praise. I'm posting this to let you all know why I'm dropping out for a while and that is all.
Michelle