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Announcing: Contents

We need a place where content strategy conversations can take place, where we can share our ideas, tools, processes, practices, and experiences. This incisive community needs a place to talk and learn and debate and share. Erin, Ethan, Erik, and I have put the coffee on and we can’t wait for you to get here.

I’m beyond proud to announce Contents, an online magazine devoted to content strategy, online publishing, and editorial mischief.

We’ll publish essays, articles, as well as point you to the latest thinking, events, and job opportunities in the field.

Publication starts in the fall, 2011.

Check out our temporary HQ, where you can learn more about how to contribute.

Follow Contents on Twitter.

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From Confessions of a Listaholic

Jessica Gross on the satisfactions of list making:

The list composed in anticipation is an antidote to the current life. It contains the ingredients of a future, perfect self.

From The List Maker, published on August 23rd, 2011 by The Morning News

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Response times: what are your expectations?

Making customer service the best it can be is a part of what I do every day.

I’m curious: when you write to customer support, how quickly do you expect a response?

Who have you had outstanding experiences with when you’ve had to write to customer support for a piece of software or web application that you use?

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The beauty of iPhoneography

It’s a moment in time that we’re never going to get back, that if you’re not paying attention, it’s going to be gone and you may not have ever seen it.

—Richard Koci Hernandez

Street photography and Instagram photobooks by @koci from Blurb Books on Vimeo.

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ALA 332: Designing Fun and Web Governance

Designing Fun by Debra Levin Gelman

How do you define fun on the web? Fun means different things to different people. Debra Levin Gelman says that to create fun, we need to allow users to create, play, and explore. Learn how to help your client define fun, rank its importance on their site, and user test it to create a delightful experience, regardless of whether you’re designing for suits and ties or the sandbox crowd. Read Designing Fun by Debra Levin Gelman.

Web Governance: Becoming an Agent of Change

Shipping is easy, making real change is hard. To do meaningful web work, we need to educate clients on how their websites influence their business and the legal, regulatory, brand, and financial risks they face without strong web governance. Learn why web governance is important to us as web professionals and how to influence your clients to think carefully about how to align their websites to their business strategy. Read
Web Governance: Becoming an Agent of Change by Jonathan Kahn.

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Great service during downtime: 37Signals

Yesterday morning, while writing blurbs and snapshots for the upcoming issue of A List Apart, I needed to look up a fact in Basecamp. (We’ve used Basecamp, 37Signals’ project management application, to manage each issue as long as I can remember.) Typically, uptime is fantastic. Uptime is so good, that when I experienced a blip yesterday, I assumed my internet connection was experiencing difficulty.

A quick Twitter search revealed I was not alone; Basecamp was indeed down. I tweeted the fact that the downtime was unusual. Note that my tweet is statement, sans @reply to 37Signals. Within nine minutes, I received an @reply from 37Signals’ twitter account, with an apology for the downtime and a link I could follow to keep up on the situation. They took the extra step to search Twitter for mentions about the problem and took the extra effort to reply my mention of the downtime. High five!

Things will go wrong. It’s what you do when thing go wrong—how you handle it—that sets your customer service apart from your competitors.

They fixed the problem within an hour. Shortly after, I received another personal @reply from 37Signals to let me know all was well and to apologize for the inconvenience:

So. Nicely. Done.

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Hurdles and Robots: Boxbe Customer Support

Recently, I approached Boxbe with a customer support inquiry. The customer experience was disappointing for several reasons:

  • Upon discovering their support email address, I wrote to them with my inquiry. Right away, they set low expectations with site copy that indicates support is limited and that you can expect to hear from them within 48 hours.
  • I received an auto-response signed by Boxbe Support, the first line of which counsels me to read all the way to the bottom of their impersonal reply. It contained a series of links to what I’d imagine are their most frequently asked questions, none of which answered my query. Reading to the bottom, the note instructs me to write to a second Boxbe support email address to actually get my query into their ticketing system.

Since Boxbe touts themselves as a method to end email overload, I find it ironic that their first reply is a disappointing auto-responder sent by a robot. I wonder what percentage of queries get solved by this auto-response, which acts as a hurdle to actually getting into their customer support queue.

  • Upon writing to the second customer support email, I received another auto response, with the same links as the first auto response. At this point, Boxbe sets customer expectations very low, as the second line says “As you know, our support is limited.” They also mention that users can expect a response within 72 hours.
  • I did receive a reply (on the same day, which was awesome). They answered my question. I assume it was written by a human, but it was impossible to tell as it was signed by Boxbe support. One might assume that the company is run by robots.
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Adventure face

Adventure is the exploration of unknown territory —Me Ra Koh (Evo ’11)

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Amsterdam

Since joining Automattic in January, I’ve had the chance to travel three times, once to Austin for SXSW, once to Minneapolis for Confab, and most recently to Amsterdam with team Polldaddy for my first team meetup.

Last week was full of many firsts for me; first time meeting John, Eoin, and Donncha; first time on a 777; and my first trip to Europe.

Travel and change of place impart new vigor to the mind.

—Seneca

Superlatives fail to describe how much I enjoyed the city. Experiencing a city with such rich history was inspirational. I saw buildings with numbers on them like 1605 and 1659 and those numbers weren’t the addresses.

Seeing Dutch people pedaling around on old two-wheeled bicycles was fascinating. Old people, young people, men and women in business wear riding with umbrellas, young women dressed up for the disco in boots with three-inch heels, parents with small children in barrows and carriers—everyone rides bicycles. Baskets and saddle bags loaded with provisions, they boldly navigated crowded streets and absent-minded pedestrians with only quick reflexes and bicycle bells.

I saw boats cruise down the canals that formed the median to many a street. I ate delicious Indian, Thai, Indonesian, Argentinian, and Italian food. I sampled Amstel, Heineken, Kingfisher, Singha, Hoegaarden, and Bintang. I saw original Vincent van Gogh paintings at the Van Gogh Museum, standing only inches from the famous Boats at Saintes-Marie, a reproduction of which has hung in our cottage since we built it fifteen years ago.

Getting the chance to see how other people move around in their cities, the kinds of buildings they live in, where they shop, and where they go to meet others makes me reconsider my own city; how we’ve failed to preserve old buildings, pleading time and expense over history and story.

As we walked the narrow bricked streets, lined with well kept three-story buildings, and endless black, two-wheeled bicycles, I couldn’t help but wonder about the people who had lived in these places over the years, about the lives they had lead, about the work they had done, about their individual stories, that taken together, formed centuries-old narratives.

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Cory Doctorow on Writing

To prepare for writing a book on autism, Steve Silberman asked 23 writers for their best writing advice. I especially love what Cory Doctorow had to say:

Cory Doctorow
Author of With a Little Help, For the Win, Makers, and Down and Out in the Magic Kingdom

  1. Write every day. Anything you do every day gets easier. If you’re insanely busy, make the amount that you write every day small (100 words? 250 words?) but do it every day.
    Write even when the mood isn’t right. You can’t tell if what you’re writing is good or bad while you’re writing it.
  2. Write when the book sucks and it isn’t going anywhere. Just keep writing. It doesn’t suck. Your conscious is having a panic attack because it doesn’t believe your subconscious knows what it’s doing.
  3. Stop in the middle of a sentence, leaving a rough edge for you to start from the next day — that way, you can write three or five words without being “creative” and before you know it, you’re writing.
  4. Write even when the world is chaotic. You don’t need a cigarette, silence, music, a comfortable chair, or inner peace to write. You just need ten minutes and a writing implement.
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