The Art of Support returns!

The Art of Support, the comprehensive guide to running successful support organizations, was first published in 1996 and is still in print, and selling! This is rare and wonderful for a business book. Still, some of its chapters (hello, Tools!) read like a time capsule and my coauthor, Richard Farrell, and I feel that it’s time to do a refresh.

So this summer, we will be embarking on 400 pages of best practices, stories, and checklists to share our experience managing support organizations and working with FT Works clients over the past 16 years.

Have you read The Art of Support? If so, dust off your copy and tell us what you think we should keep, discard, or change. And if not, we welcome your ideas for what topics should be covered in a book for support managers and executives about managing their organizations, 19 years after our initial attempt.

8/20 update: follow the adventures of The Art of Support Second Edition here.

Post a comment below.

Tagged under:

4 Comments

  • Chris Farnath Reply

    This is a terrific book that has been in my reference library for years and still remains relevant for many support situations. I would welcome a revision to assess the impacts of new technology, social media and the use of support communities in a future release.
    One last thing – release excerpts or chapters in audio book format, it’s great to have opportunity to access this material as drive along between site visits.

    • ft-admin Reply

      Thank you for the kind words, and the suggestions!

  • Jenn Reply

    This is so exciting!

    I’ll dust off my copy, but the thing that immediately comes to mind is an update on the pros and cons of Chat support – when to use it and when not to.

    Also, anything on social media!

    Thanks for doing this!

    • ft-admin Reply

      thank you for the suggestion, Jenn. I will definitely cover the newer support channels including social and chat

Leave a Reply

6 + 19 =

Your email address will not be published.