Category: Links

5QCX: Recruit & Retain The Best Talent. A few weeks back I did a short interview with the folks at Directly about our Happiness team at Automattic. We talked about how we hire for support and how the team operates.

Gyroscope. The best quantified self app I’ve found. Gyroscope collects all the bits of data you log across various services and devices. It then displays things in daily and weekly logs that are beautiful. Hat tip Bryce.

How to Provide Great Customer Support. Solid podcast episode from Hiten Shah and Steli Efti about customer support. Filled with lots of practical tips and distinctions.

Questions for our first 1:1. Great advice from Lara Hogan on holding a meaningful first 1-1 with team members.

Broken Promises: The Housing Market in San Francisco (And Ten Ideas to Fix It). Clear and thorough post about housing in San Francisco. One thing I’ve noticed in my own Portland neighborhood is how neighbors use objections to minor variations on the building code to mask their NIMBYism.

Clash Rules Everything Around Me. Great article on Clash of Clans from Real Life, a new site (funded by Snapchat!) focusing on living with technology.

Contracts And Chaos: Inside Uber’s Customer Service Struggles. Crazy story about what working in support for Uber is like. This is what happens when you don’t treat support as a meaningful career.

The Bonsai Kid. Story from last year about the artist, Ryan Neil, whose work was at the Japanese Garden last week.

The Secrets of the Wave Pilots. Feature story from the NY Times about sailors from the Marshall Islands who are capable of using wave forms to navigate. The pictures of the raft they pilot are wild, too.

An open letter to conference organizers. Set of tips from Scott Berkun on how best to help speakers help your conference. Really helpful to read through as I think more about SupConf.