Talking support: should I switch it off and back on again?

With nearly 30 years of experience working within support, I want to share a number of simple discoveries that I’ve made about how it can be improved.

And, today, we’ll talk about the age-old IT trope… fix everything by switching it off and back on again.

the it crowd chris odowd GIF

The thing is, it works. So why should we be avoiding this?

Continue reading “Talking support: should I switch it off and back on again?”

Applying for a job? Here’s what people often get wrong

It’s 2 years since I got my job at Automattic and now I’m part of Automattic’s VIP hiring team. And performing this hiring role has been genuinely interesting and, yes, eye-opening.

In this post, I want to give you an idea of what I look for in an application and some of the less obvious things that people often miss.

Continue reading “Applying for a job? Here’s what people often get wrong”

How do I contact Google?

For all it’s number of employees and the billions of dollars that it makes, Google is pretty poor when it comes to providing customer service. That’s if you can find anyone to provide a service. Google relies on forums and help pages with little backup if they don’t help. Indeed, even their social network accounts are only a one-way experience, with no assisting being made available.

But, let’s be honest, when it comes to reporting to them a breach of their Terms of Service and, potentially, illegal use of one of their product names, they’ll be a lot easier to contact. Right?

Nope.

Continue reading “How do I contact Google?”

Language matters

There’s been some interesting discussion this week on my Twitter feed about use of language and ways to improve it. It’s not just about being inclusive but sometimes just to communicate better.

And it all started with this one…

Continue reading “Language matters”

WordCamp talks: How to use slides

An existing WordCamp speaker and with 30 years of general IT support experience, I’ve spent more times than I wish to remember standing in front of people giving presentations. I’ve also been professionally trained on giving them and, in my spare, time perform on stage, often in front of 200+ people a night.

Even so, speaking at WordCamps can be a daunting, even terrifying, experience, no matter how many you’ve already done. So, in a series of posts, I want to share my knowledge, along with what I’ve learnt from some of my fellow speakers.

And, today, I want to talk about the use of slides.

Continue reading “WordCamp talks: How to use slides”

Talking Support: The inclusive language that we often forget

With nearly 30 years of experience working within support, I want to share a number of simple discoveries that I’ve made about how it can be improved.

Today, I want to talk about our use of inclusive language.

Continue reading “Talking Support: The inclusive language that we often forget”

Talking Support: Let us get on with fixing it, dangit

With nearly 30 years of experience working within support, I want to share a number of simple discoveries that I’ve made about how it can be improved.


So, let’s talk about how you can ensure that issues are resolved as swiftly as possible, without unnecessary interruption.

Continue reading “Talking Support: Let us get on with fixing it, dangit”

What is wrong with vegetarian and vegan food that looks like meat?

Recently, there was an outcry (well, from from some quarters) when Greggs introduced a vegan sausage roll. On all accounts it was a success with them regularly selling out and review saying that it was like the meat-based version.

But a lot of people were unhappy. You see, some people believe that vegetarians and vegans should not consume anything that is “pretending” to be meat.

Continue reading “What is wrong with vegetarian and vegan food that looks like meat?”
Scroll Up