aka, how Slack can change the meaning of the majority of my reactions with a small UI change.
Working for Automattic is pretty great. I work from home, and also get to travel from time to time. After Hawaii, India, San Francisco, Spain, and a few other places, we decided to head to Dublin for a week to meet, and work on delivering better support for Jetpack, VaultPress, and Akismet users.
After figuring out a nice little challenge in the Jetpack support forums last week, I wanted to share the results with you.
First of all, I need to thank Aquif Shaikh for his question in the original thread. This thread required a bit more digging than usual, and I love a good challenge.
The question was actually quite simple: how to add UTM tracking to the Jetpack sharing buttons. If you’re not familiar with UTM tracking, you’ll want to check this generator. UTM tracking allows you to track specific URLs in Google Analytics.
Let’s get started.
Back in September, I got the chance to travel to India for a few days. I was invited to speak at WordCamp Pune, and had a few days to discover a part of the Indian WordPress community, meet wonderful people, chat about Jetpack, and share my experiences as a Happiness Engineer at Automattic.
Working from home is great. It can get lonely at times though, especially when the rest of your team lives 6 timezones away. It makes it a bit more difficult to get to know each other, coordinate, and work efficiently as a team. Luckily for me, I work for Automattic and get to meet my teammates in person a few times a year!
My friend and colleague Ryan Cowles is featured on the Alfred blog today. If you use the Alfred app, you’ll definitely be interested in this post!
All the cool kids are doing it, so I guess I should too! These past few days, a few Happiness Engineers have been writing about what we do on a daily basis at Automattic. If you’re interested in reading more you can follow the tag #a8cday.
Although I don’t really have a typical day, here is a small preview of what I do at work.
Mika Epstein published yet another great blog post today: Support Politeness. It reminded me of another post, Hello, I’m a Human Being. I often go back to that post when I’m having a rough day at work.
In an ideal world, everyone asking for help would behave like Mika. As she demonstrated in her post, it makes everyone’s life easier, and often means you get a better service.
However, we do not live in an ideal world. If you work in support, you will help people who are not grateful. When that happens, go back and read these 2 posts. And remember: you’re not good at your job because you can help friendly people; you’re good because you can help passionate users, users who are sometimes too passionate about your product to be reasonable.
But if they’re asking for help, it means that they haven’t given up on you just yet! You have the chance to help and to make them happy again!
I’m the human being who reads your nasty, snide, and downright unnecessary tweets. They may be sent to my digitally-abstracted Twitter account, but they are read — and felt — by me. The human being.
Hello, I’m a human being
Work can be tough sometimes. Some people tend to forget that we’re human beings, like Elliot pointed out in his post. It’s easy to be mean on the Internet, but that’s rarely the best way to address people and get some support.