The single customer view

Reading time: 6 mins

I just found this sitting in my drafts folder. The company name has changed (we are now Kana Software) but the premise is the same. Interestingly, the parallels between our thoughts on customer service and the thoughts in tech comms of better integration within a support system (providing information as part of call deflection) are…

A day in the life

Reading time: 4 mins

As featured in the Spring 2008 edition of Communicator, the magazine for ISTC members. I’m the Publications Team Lead at Graham Technology, a mid-sized (and growing) software company based in Scotland and like many people in this field, I have a wide range of duties. As well as the more traditional technical authoring work, I…

Last week…

Reading time: < 1 min

Hello all, apologies for my absence last week, couldn’t be helped, c’est la vie and all that. So a quick catchup. Last week was my induction week for Graham Technology and the only downside is that it made me feel very old. This is only because the majority of the other ‘new starts’ were fresh…

New beginnings

Reading time: 2 mins

I know it’s still November, I know we’ve yet to pass Christmas and Hogmanay, but January is already looming large, heralding not only the beginning of a new year but a new beginning for me for, on 8th January 2007, I’ll be joining a new company. I’m hugely excited, a little nervous/scared, but very eager…