I leave tomorrow for Portland, Oregon, where we’re producing Support Driven Expo, a conference for support professionals. I’ll be in a cab on the way to the airport at 5am Eastern, hopefully with completed slide decks on my computer and an agenda for the two days post-Expo where Scott (SD owner) and I will be … Continue reading My first big event at my new job
I’ve worked with Automattic, makers of WordPress.com, for three and a half amazing years. The company, and its faith in me, have transformed me. A leadership coach recently encouraged me to start a learning journal to jot down all the things I’ve learned the past few years. I was astonished by the list, which included … Continue reading I’m joining Support Driven full time!
A friend from work wants to improve his writing, and he asked if I had any recommendations for online courses. I do not, but I did recommend the brief and vigorous Elements of Style by William Strunk Jr. and E.B. White. After recommending it, I decided to read it again for moral support for my friend. … Continue reading Nodding with Strunk and White
I lead a WordPress.com live chat team at Automattic, and as we expand our live chat offering into the weekends, I work a couple of weekend days each month. Today is one of those weekend workdays for me. On weekends I do more customer-facing-support and less team-lead stuff than I do during the week, and I’m … Continue reading A day in the life of a live chat Happiness Engineer
People in general, and knowledge workers in particular, grow according to the demands they place on themselves… If they demand little of themselves, they will remain stunted. If they demand a good deal of themselves, they will grow to giant stature. — Peter Drucker, The Effective Executive I’m spending the morning under a blanket, transcribing … Continue reading The power of self-demand
A few weeks ago, I drafted a blog post for work. I wasn’t sure about the tone or the message, and since I wasn’t confident about posting it, I decided to put it aside for a bit while I took a few minutes to grab a shower: the one thing in my day that I … Continue reading Standing in the shower, thinking