The FT Word

The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers.

Welcome

to the July 2015 edition of the FT Word. Topics for this month:

Balanced scorecards for support — a comprehensive method for managing support organizations (no more random metrics!)
What are wireframes and why are they important to website design? — a view into the world of website designers, to help you work better with them
Join me for a webinar about knowledge management next week (7/8): I will be talking about metrics, expanding on the balanced scorecard post.

FT Works in the News

Metrics for knowledge management: Join me and Melissa Burch of Irrevo on Wednesday, July 8th at 10am Pacific as we discuss how to maintain success with knowledge management — well past the initial push and excitement of standard knowledge management projects. (Melissa talks about knowledge management programs; I like to talk about the habit of knowledge management. We agree, violently!) I will talk about how to use the balanced scorecard specifically for knowledge management.

This webinar is free. You can find more information and register here.

Looking for reviewers for the Art of Support, Second Edition. Some chapters are ready for the second edition of the venerable Art of Support book. Thank you for all your suggestions and keep them coming.

I am also looking for reviewers. If you have the interest and stamina to read through 400 pages of text (probably twice) and provide feedback, some time over the next 2-3 months please contact me and let me know how your experience (job responsibilities, type of products supported, customer types) would help you as a reviewer . I will assemble a diverse team of reviewers by the end of the month. Thank you!

Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

Regards,
Françoise Tourniaire
FT Works
www.ftworks.com
650 559 9826

About FT Works

FT Works helps technology companies create and improve their support operations. Areas of expertise include designing support offerings, creating hiring plans to recruit the right people quickly, training support staff to deliver effective support, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits. See more details at www.ftworks.com.