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…
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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…