customerservice

An uncertain economy makes it a good time for web workers to return to good-for-the-web core values.

My post office features a clever heat-map grid to announce slow and busy hours. A perfect idea for the web.

Your faithful correspondent fell under the browbeating eye of authority on a few recent and essentially trivial occasions, making me think a bit about the effects of control, rule enforcement and tone in my own work.

When behind-the-scenes systems replace common sense and customer expectations. A parable at the coffee stand.

User communities own and define technologies as much or more than the inventors. A piano from 1817 is the perfect example.