UniDesk house rules
UniDesk is the system we use to log and progress incidents, more commonly known here as calls. This can be used by University and non-University members alike to submit their problems and then follow their progress. As…
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Own your bad news
What do you do when something goes wrong; when something goes wrong in an obvious and public way? Should you tell your users that you’re dealing with it, even if at that point you have no idea what’s causing the…
Drop the assumptions, re-frame the question
More than two years ago, on 7 November 2011, I created a new card on our Trello board called “Fix memos on internal homepages”. It then sat on the board for the next 24 months, and was not touched, apart from to…
Why did the Website go offline today?
In Jason Fried and David Heinemeier Hansson’s excellent book Rework: Change the way you work forever they offer this advice: “When something goes wrong, someone is going to tell the story. You’ll be better off if it’s…