The case for effective assistants
Unlock the hidden potential in your organization by leveraging effective assistants to save time and boost productivity.
“Too often, this happens because the busiest people in an organization are often the same people who need to give final approval to, or budgetary support for, an idea. Or, they don’t believe that they have the time to explain to someone else how a project should be done. To coin a kind of reverse power law, there’s probably a lot of untapped value in most schools simply because the person in charge doesn’t have fifteen minutes (right now) to activate that value, see it through, and as a result, save fifteen hours (over the next six months).”—Making the Case for Effective Assistants
Why customer tools are organized wrong
This article reveals a fundamental flaw in how customer support tools are designed—organizing by interaction type instead of by customer—and explains why this fragmentation wastes time and obscures the full picture you need to help users effectively.
Infrastructure shapes thought
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.
Server-side dashboard architecture: Why moving data fetching off the browser changes everything
How choosing server-side rendering solved security, CORS, and credential management problems I didn't know I had.
The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
Practical essays on how work actually gets done.
The inbox nobody reads is the one that matters
Every organization has a monitoring system that works perfectly and reports to nobody. The gap between having information and acting on it is where most failures actually live.
The best customers are the first ones you turn against
Every subscription makes a bet that most customers won't use what they're paying for. The customer who closes that gap becomes a problem to be managed.
Delegation without comprehension is just prayer
The organizations that survive won't be the ones that automated the most. They'll be the ones that figured out what to stop delegating.
Stop making all the decisions
Overcome decision fatigue by empowering others to share the load and elevate your standards for better outcomes. Discover how today!
AI offers relief from email overload
Transform your email management with AI tools that help triage and compose replies, making remote work more efficient and sustainable.
Discover the power of AI
Unlock innovation with AI as your collaborative partner, enhancing creativity and productivity in the hybrid work environment. Discover the benefits today!