Stories from my Life as a Technologist
How do you build trust before you ever interact with others? A public handbook! Having a handbook publicly available provides lots of benefits including consistency for the team, being literally on the same page as a customer, and providing the opportunity to collaborate with others, such as the Support community.
Presented at Support Driven Expo 2023. Continue reading “Presentation: A Public Handbook: Building trust with the team, customers, and beyond”
Everyone dreams of talking to someone who can solve their problem. Opening up ways for Support team members to contribute to documentation and code will improve the customer experience and the company’s efficiency and we can prove it!.
Presented at Support Driven Expo 2022. Continue reading “Presentation: Everyone Can Contribute: Making Support Effective Through Contributions”
This was first posted on The Pastry Box Project on September 21, 2015 with the same name. I encourage you to go read it there, since lots of great articles are written on The Pastry Box. Re-posted here for my own archiving purposes. Continue reading “A Community Supported on Obsolete Technology”
This morning, I got to attend a session where Mozilla folks spoke about some strategies and methods they have found work for them in building community. It was definitely an interesting session. The only thing was that it was very development centric (focused on bugs and patches). I would’ve liked to hear any efforts going on with getting more contributions from non-technical people who might be able to help with testing, documentation, etc. Continue reading “Mozilla: Effective Community Building Practices”
I was super excited to finally get a Webmaker party with librarians involved, at a library conference no less! I was thankful to get some mentors from Mozilla to help us out too.
Continue reading “BCLA 2014: Webmaker Party Notes & Resources”