Resources

Field notes on customer support for technical products.

The long-form home for the arguments we make in short on LinkedIn. Four kinds of posts:

• Release-driven: what a specific manufacturer's new product or documentation change means for the people who have to support it.
• Field-tech voice: the job as it actually is, the buried manual, the senior tech who is a bottleneck, the truck roll that a cited answer would have saved.
• Industry takes: where support, documentation, and self-service are heading across building systems, and now government.
• Positive callouts: manufacturers and teams doing documentation and support well, and what others can learn from them.