Selected Work from
Watch some talks,
read some articles or check out some other bits & bobs.
Talks and Presentations
Power-up Your Support Team to Create Better Documentation
Write The Docs, Melbourne, Australia
I’ve Done All the Dumb Things
SupConf, Seattle, WA
Customer Service and the Chamber of Secrets
Webstock, Wellington, New Zealand
Web Directions Product, Melbourne, Australia
Create Stunning HTML Email That Just Works!
I wrote this book while at Campaign Monitor, covering how to plan, design and build HTML emails.
If you are seeing this anytime after 2012, you should not read this book. Unless you're into retro web design because it's cheaper than collecting vinyl.
A short video course I created for Shopify (requires registration).
Top 5 Customer Support Songs
A Support Traffic Report
Answer the Need, Not the Question