Building Laterally: Visions of Mutual Power

On 19 January 2022, I joined Njera Keith of 400 + 1 and Liz Barry of Public Lab in conversation with Rayya El Zein of the Digital Infrastructure Incubator of Code for Science & Society in “Visions of Mutual Power”, a wide-ranging and illuminating conversation about radical visions for building and holding power.

The Many Moves of a Manager

Dear Reader, I certainly don’t need to tell you the myriad ways this pandemic has rocked the foundations of all the things. I don’t need to tell you how it has changed school and work and families. You’ve read all the articles about it. However, something I have not heard as much mention about overContinue reading “The Many Moves of a Manager”

In Plain Sight

I’ve been really into James Scott (see: Seeing Like A State and Three Cheers For Anarchism) and Anna Tsing (see: The Mushroom At The End of The World and On NonScalability) for some time, and I recently got hip to this amazing artist Kenya Robinson (https://www.teamhuman.fm/episodes/kenya-robinson). The thing she said on that podcast was soContinue reading “In Plain Sight”

Old Customer Care Lady Sayings

As a leader in customer care, over the years I have developed a few sayings that I believe have held me in good stead. Camille’s Top Three Customer Care Sayings #1: No Special Snowflakes This means that –as much as possible — we want to avoid having to support custom features, special builds, weird bespokeContinue reading “Old Customer Care Lady Sayings”

Everything Is About Time

I feel like everywhere I turn people are talking about time. Here are a few recent references AmarElo This documentary was so gorgeous. It opened with the saying, “Eshu threw a stone today that hit a bird yesterday.” Emma Dabiri – Don’t Touch My Hair The weaving that occurs in the braided hairstyles, the aspectsContinue reading “Everything Is About Time”

Reducing Information Asymmetry in Customer Care

As a customer care person, you are placed at an important vantage point between the company and the customer. You (should) have visibility into the product and people in your company beyond what your customers currently knows/can see. You are there to solve problems for the customer using both information that may already be publiclyContinue reading “Reducing Information Asymmetry in Customer Care”