This was presented at Code4libBC 2024. It’s a version of my previous Support Driven talk, edited down and for a library audience. Continue reading “Presentation: Giving back to the community through transparency and a public handbook”
Category: Methodology
Write the Docs 2023 Lightning Talk: Docs as Code: Automation the Developer way
This is the script and slides for what I prepared as a lighting talk for the Write the Docs 2023 Portland conference. Sadly, I did not get a slot, so it was not presented. Continue reading “Write the Docs 2023 Lightning Talk: Docs as Code: Automation the Developer way”
Tracking your work (for performance reviews and promotions)
People have often asked me about how I manage to put together summaries of my work (blog posts, performance reviews, promotion documents, etc.) in a relatively quick way, and the only answer I have to that is “I track my work.”
I’ve tracked my work for many years, well before working at GitLab, though what I’ve been using in recent years is the most comprehensive method I’ve used. I’ve had a lot of people ask me about it, so I knew it was time to write a blog post to share. Continue reading “Tracking your work (for performance reviews and promotions)”
Prioritization in Support: Tickets, Slack, issues, and more
I mentioned in my GitLab reflection that prioritization has been quite different working in Support compared to other previous work I’ve done. In most of my previous work, I’ve had to take “desk shifts” but those are discreet where you’re focused on providing customer service during that period of time and you can focus on other things the rest of the time.
In Support, we have to constantly balance all the different work that we have, especially in helping to ensure that tickets are responded to within the Service Level Agreement (SLA).
It doesn’t always happen, but I ultimately try to reach inbox 0 (with read-only items possibly left), and GitLab to-do 0 by the end of the every week. People often ask me how I manage to do that, so hopefully this provides a bit of insight. Continue reading “Prioritization in Support: Tickets, Slack, issues, and more”