SupConf—a conference for folks who want to build a career in support—is coming in May 2016.
It’s time we think about support as more than just an entry-level job. Support is a career, a craft, and something to be proud of.
Pretty cool to see this type of focused conference come together around the craft of customer support.
Something to consider on a long—and possibly international—plane flight.
Instead of a dedicated eye shade that you’ll use rarely other than for a few hours on the plane, use a wool hat or headband to cover your eyes and ears, planes tend to be cold anyway.
And if you have earplugs or earphones in, the headband will help them not fall out while you’re snoozing.
“The best support is a conversation.” So true.
When you spend all day working with the same piece of software your definition of what is easy for someone else becomes horribly skewed. Since I started jamming with the CoPress gang in 2009, I have spent thousands of hours staring at a WordPress dashboard. It means much of the WordPress interface is easy for me. That’s dangerous.
I try to minimize the number of times I use easy in a support reply. I avoid phrases like “Setting up custom menus is easy…” or “Writing a new post is easy…” There are a few reasons for this.
First, if a feature or product were legitimately easy the user would not be writing in to support about how stuck they are. Sure, some percentage of users will find questions to ask about any interface. But do you want to start the conversation by assuming the user falls into that percentage? You…
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The Sensible Leader 