Category Archives: Customer Support

The Tao of New Features (Part 3)

Posted on February 23, 2011 by

This is the third of a 4 part series on the geoLOGIC philosophy of adding new features to our software.   Part 1 is here.  Part 2 is here. Will this impose new workflows on existing users? This actually became a huge … Continue reading →

Posted in Customer Support, geology, GUI, oil and gas, petroleum, Product Development, software, Technology | Tagged , , , , | 1 Comment

You do WHAT at 8:15 every day?!

Posted on February 22, 2011 by

I’m not entirely sure when our team got too big to sit at the board table in our planning room, all I know is that even standing space in that room is becoming difficult to secure. Every morning at 8:15, … Continue reading →

Posted in Customer Support, Industry Best Practices, oil and gas, petroleum, Product Development, software, Technology | Tagged , , , , , , | 1 Comment

Acquire New Knowledge and Skills Through a “Learning Community” – Part 2

Posted on January 14, 2011 by

“Today it seems that organizations need to be able to do more than just adapt; they must be able to do so quickly, in the face of ever changing conditions. And if organizations are to adapt quickly and intelligently, they must make … Continue reading →

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Customer Support and the Learning Process – Part 2: Competent, Proficient, and Expert or Master Levels

Posted on December 22, 2010 by

With this post I am continuing a discussion on the learning stages as defined by Dreyfus and Dreyfus1, their implication to adult learning, and how they impact a customer support or help desk system. Specifically, at the first post I … Continue reading →

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All I Want For Christmas…

Posted on December 20, 2010 by

Since Christmas is upon us, dear reader(s), I thought I would keep this blog post short and to the point: Tell me, what would you like for Christmas? I wanted a $%#@&# pony. And I don’t mean would you like … Continue reading →

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Acquire New Knowledge and Skills Through a “Learning Community” – Part 1

Posted on December 1, 2010 by

We are all learners — and whether we are ‘good’ or ‘bad’ learners is the crux of the matter. To better grasp the notion of being either a ‘good’ or a ‘bad’ learner we need to define what learning is, … Continue reading →

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I’m Not Ignoring You, I’m ‘Not Responding’

Posted on November 29, 2010 by

We’ve all been there. Diligently working away, and then the program we’re using just stops. You get the ambiguous ‘Program Not Responding’ message, the Window goes grey, and everything hangs. If you’re anything like me, this is probably your first … Continue reading →

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Customer Support and the Learning Process: “Novice” to “Advanced Beginner” Stages

Posted on November 19, 2010 by

I came across an excellent article, Stages of the Learning Process1, which, I saw right away, has far-reaching implications on the subject of learning in general, and adult-learning in particular. I will definitely return again and again to this article … Continue reading →

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Data Information Intelligence: The Path from Facts to Action

Posted on November 10, 2010 by

“Data processed for meaning is information; information processed for understanding is intelligence.” Source escapes recall right now. In the early eighties I was a member of a committee that oversaw the computerization of a major national government agency of a … Continue reading →

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