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…

Scholarships are intended to give you the opportunity to learn. With my recent receipt of a scholarship from the Drupal Association to attend…

A few weeks ago, I had the honour of teaching a class at Western's Faculty of Information & Media Studies. The instructor, Dan Brown, is a friend of…

In order to stay ahead of customer expectations for timely service, companies are coming up with new ways to engage and provide customer service…

The Open-Source Digital Experience Conference couldn’t get more digital than this. Just over a year ago, when planning for DrupalCon 2020 began, we…

Ever since the beginnings of the Internet, people have been trying to game the system to place first in search results. Some have nefarious intentions…

We should do lots of things. But what we can actually do with the resources available to us -- that's what we need to focus on, and that's where we're…

From the Ask Echidna mailbag we received this question from Ben A., "Is there a good way to deliver bad news in business?" It's an important question…

We often talk about how businesses should respond to customers online. We talk about establishing action plans, response protocols, and single-points…