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.
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