From worry lists to pipelines: 4 steps we used to design processes so we can scale

In the past 18 months since I joined Support Driven, we've moved from a dependency on one person's expertise to scalable, documented processes for producing Support Driven conferences. When I signed on in an operations role, we didn't have a plan laid out for operationalizing the conferences. Like so many things, we made it up … Continue reading From worry lists to pipelines: 4 steps we used to design processes so we can scale

It’s the little things, like website updates

In an effort to group my work, so that I'm not constantly context-switching, I've designated certain days for certain work. For example, Mondays I concentrate on project reviews, finding the things that might be slipping through the cracks, planning, and then getting started on the resulting TODOs. Tuesdays I concentrate on conference organization. On Wednesdays … Continue reading It’s the little things, like website updates

The informed “Yes!” Or, how to not automatically say yes to everything (a skill I’m still learning)

One thing I love about working with Support Driven is executing on ideas: developing processes, setting deadlines, documenting as much as I can along the way, and getting cool things done for the community. An equally exciting, and much more difficult part of the job is sorting through the bajillions of great ideas we want … Continue reading The informed “Yes!” Or, how to not automatically say yes to everything (a skill I’m still learning)

Asking for help when you don’t know all the answers (which is pretty much always)

There's a great meme that circulates frequently in the circles I run in: I've used this meme to describe myself many times. I came to fully embrace it at Automattic when I was a support person embedded on a development team who were building an internal live chat tool. Talk about imposter syndrome. When the … Continue reading Asking for help when you don’t know all the answers (which is pretty much always)