“Never get angry,” the Don had instructed. “Never make a threat. Reason with people.” The word “reason” sounded so much better in Italian, ragione, to rejoin. — Mario Puzo, The Godfather I’ve read a number of business and professional development books. Many spend the first half telling you how awesome the book is going to be … Continue reading The three best books I’ve read for work
As a writer and a power user of WordPress.com, landing a job with Automattic and supporting the WordPress.com blogging software was a dream come true. In addition to helping users learn how to publish their content on their own personal sites, I also got to spend my days writing. At the end of my 3.5-year tenure … Continue reading Forging a career path… through blogging
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