Over the past couple of years, I’ve been Digital Echidna’s support manager and have worked with a large number of clients as part of their post-launch…

To paraphrase John Fogerty, “Put me in coach, I’m ready to play [clap, clap-clap] today. Put me in coach, I’m ready to play today. Look at me, I can…

When building sites or designing content, some people get too caught up in ensuring everyone is "represented" on a page -- breaking it down into…

There’s an old adage that states, “keep your head in the clouds and your feet on the ground.” It’s a reminder that whilst we need to focus on the day…

You can make the most elegant, relevance-based site search appliance possible -- but, still, sometimes you’re going to want to ‘game’ the system…

Website search – the little box that is mightier than you think. Without realizing it, you probably find most of your content from a website search…

There’s one question above all others that needs to be asked during any user research session -- and it’s one that rarely, if ever, does. It’s the one…

From a practical point of view, offering workers the ability to work remotely (or from home) can solve a lot of problems. For people with disabilities…

Last week, I shared my thoughts on the value of a foundational part of our support structure -- service level agreements. Today, I want to give you…