Everybody Gets to Lead

Everybody actually gets to lead. Everybody in the team has the ability to lead from within that group and put themselves into the best light possible and to help to guide what’s happening in an organization.
Selena Delesie — How to Be an Outstanding Leader

BetterCloud’s Approach to Proactive Support

With the help of our engineering team and many man-hours from the support team, we were able to do the following:

  • Identify actions or error messages within the BetterCloud app that we wanted to track
  • Work with our development team to configure logs into easily digestible chunks and feed them into our error log management system, Splunk
  • Configure Splunk to email our Proactive Support team once an error alert is triggered
  • Before a customer can even submit a ticket, our team will reach out promptly using in-app chat (Olark) or via email with Zendesk. We are literally opening tickets on their behalf.

“Why proactive support should be the new standard of IT support” — Zendesk blog

 

I love this approach. Why wait for customers to contact you — or, worse, bail on you — before trying to solve the problems they face?

Why I Read Science Fiction

LE GUIN

Why don’t I just write about what’s real? A lot of twentieth-century— and twenty-first-century—American readers think that that’s all they want. They want nonfiction. They’ll say, I don’t read fiction because it isn’t real. This is incredibly naive. Fiction is something that only human beings do, and only in certain circumstances. We don’t know exactly for what purposes. But one of the things it does is lead you to recognize what you did not know before.

This is what a lot of mystical disciplines are after—simply seeing, really seeing, really being aware. Which means you’re recognizing the things around you more deeply, but they also seem new. So the seeing-as-new and recognition are really the same thing.

INTERVIEWER

Could you elaborate on this idea just a little?

LE GUIN

Not adequately! I can only muddle at it. A very good book tells me news, tells me things I didn’t know, or didn’t know I knew, yet I recognize them— yes, I see, yes, this is how the world is. Fiction—and poetry and drama— cleanse the doors of perception.

All the arts do this. Music, painting, dance say for us what can’t be said in words. But the mystery of literature is that it does say it in words, often straightforward ones.

Read the full interview: Ursula K. Le Guin, The Art of Fiction No. 221 – Interviewed by John Wray

*Hat tip to Longreads for making me aware of this interview.