Fake it 'til you make it? It's debatable as to whether or not it works. But when it comes to creating content that resonates, it's better to wait for…

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…

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…

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

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…

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

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…

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…

"Because it's the way we've always done it..." It's not the best reason for continuing a process, but it's often the most common. But what if you…