If you’re under 60, you probably heard the line “I read the news today, oh boy” before encountering the song it opens. Even after you discovered the work of the Beatles, it may have taken you some time to understand what, exactly, it was that John Lennon read in the news. The “lucky man who […]

It’s easier than ever to fall into an inbox mindset. There are things to do, and we do them. Inbox zero is the unattainable goal that fills our days. But it avoids the real question, which is: which inbox are we emptying? There’s the inbox of urgent texts. Or the inbox of slightly less urgent […]

Albert Einstein was a precocious child. At the age of twelve, he followed his own line of reasoning to find a proof of the Pythagorean Theorem. At thirteen he read Kant, just for the fun of it. And before he was fifteen he had taught himself differential and integral calculus. But while the young Einstein […]

The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible. The first step, of course, is to design things with resilience and care so they don’t break. Then what? One option is to save the […]