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Talking Support

My 4 principals of support documentation

Whichever one of my talks you listen to, I make a point of adding in something relevant about how important documentation is. Because, it doesn’t matter which aspect of remote working or customer support you discuss, documentation is there, somewhere, as a point to be made.

To condense everything do, I have 4 basic principals. And the 1st one is the most important of all.

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Automattic Life Talking Support

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?

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Automattic Life Talking Support

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.

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Automattic Life Talking Support

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.

Categories
Automattic Life Talking Support

Talking Support: Following the work of others

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 improving your own support abilities by tracking the work of others.