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Oliver Buchannon
Brian Levine

I help people who help people.

What is the Purpose of Support

Nov 6, 2025

Why do you have a Support team? What's it all for?

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Implementation Metrics are Garbage

Jul 16, 2025

AI implementation metrics are all the rage. But they tell us nothing.

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The Value of Support

May 22, 2025

How do we show the value of Support? What does that even mean? Why are we doing this?

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May You Live in Just-Interesting-Enough Times

Apr 10, 2025

Leading through challenges - political, financial, social, personal - is difficult. Let's talk about it.

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On Taking Time Away

Jan 8, 2025

Taking time off from Support is easier said than done. How can you and your team relax and recharge when customers always need your help? Let's look at some options together.

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Proactive Support

Dec 10, 2024

Hey, Product and Engineering teams. You want some ideas on how to work more closely with your Customer Support teams. I've got some thoughts on that.

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Patterns Emerge from Practice

Nov 14, 2024

In the field of software development, it's said that 'patterns emerge through practice.' The same is often true for our team workflows. So why do we let other people write our patterns for us?

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Support is a Cost Center - Part 2

Nov 7, 2024

Making support a profit center has its problems. We can mitigate them... but let's just not do it in the first place.

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Support is a Cost Center

Oct 31, 2024

There. I said it. But it doesn't have to be a bad thing!

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Automaton and On and On

Oct 10, 2024

Automation is important. But understanding the work comes first.

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Hiring Your First Support Professional

Aug 21, 2024

How to hire your first support team member and how to build the team from there. It's not hard, but small mistakes here can cause problems for years.

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Why Do We Do This?

Jul 29, 2024

Different people have different reasons for getting into support. There's no common path here. And that's a good thing for us.

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Not Now; We're Too Busy

Jun 27, 2024

Support is often 'too busy' to implement changes that could positively impact the team and the customers.

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The Reverse Anna Karenina Theory of Support

Jun 12, 2024

Unhappy support teams have reasons to be unhappy, but they don't know what to do about it.

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Conway's Law and Order

Mar 20, 2024

In an organization's hierarchy, the tools we use are a reflection of two separate, yet equally important, identities: the culture of the teams who build it, and the identities of the people they affect. These are their stories.

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AI Can't Do Your Job

Feb 28, 2024

AI isn't going to make your job obsolete. Capitalism might, but there are other options.

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Building and Maintaining Sources of Truth

Feb 20, 2024

What is and isn't a source of truth and why that matters.

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Support Is A Dead-End Job

Feb 13, 2024

Support is a bad job with no career path. Or so it seems if you look around. We can change that, but it won't be easy.

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Stop Doing All-Hands Support

Jun 6, 2023

Company-wide all hands support is more harmful than helpful. It's become an industry standard for reasons that seem great on the surface. Those reasons don't hold up to close scrutiny. Let's scrutinize.

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Breaking down silos

May 16, 2023

Teams work together - Your tools should, too

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