The Four Activities of an Administrative Team

I often see the the office treated as some unwanted necessity. They’re viewed as the phone-answers, the mail-openers, and the go-fers. People refer to laying off people in the office as “cutting overhead.” It’s thought of as a group of uninspired people who only feel that they’ve done their job if they get in your […]

Redundancy is good, resiliency is better

As businesses grow, inevitable specialization occurs, where a certain process is done only by one person who is really good at it. This has its benefits. Now the charismatic guy with no possibility of being consistent isn’t responsible for budgets, but can concentrate on selling. Now the gal with the cutting sarcasm and a knack for numbers can concentrate on the bookkeeping instead of […]

“Please listen to me” – The Worker

Two truths: 1) They know their job better than you 2) They already want to change something Arrogance leads to you coming in with solutions. Sometimes your solutions might even be right, be beneficial, be good for the people you’re solution-izing. But it’s likely, nay certain, that they already want to fix something, want to make […]

Design for the concrete, allow for the abstract

The best designed systems are made easy for the people who think in concrete, in the here-and-now to understand. Software system? Make things happen on-screen, not behind the scenes. Management system? Show people clearly the if-this-than-that rule.  Customer facing system? Instant response, instant gratification. Vendor-facing system? Immediate pay. Government system? Show voters that it makes a […]