People, Not Robots: Bringing the Humanity Back to Customer Support

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(Adapted from a keynote I gave at Lean Digital Summit in Lisbon this month.) Good help is hard to find. I dread calling the credit card company, the phone company, any service provider, including and maybe especially SaaS companies. I anticipate talking to someone who is poorly trained, under-paid, powerless, and miserable. I anticipate their… keep reading

The Myth of the Overnight Sensation

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Before the viral unicorn poop video, before the appearances on Shark Tank and Dr. Oz and Howard Stern — Bobby Edwards was showing his invention at conventions and sending it to alternative health bloggers in hopes of getting coverage. The invention? Squatty Potty, a plastic stool that puts you in a squatting position to poop better. Today… keep reading

New in Basecamp: Sort the Message Board

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Basecamp 3’s Message Board is a central place for your team to post updates and gather feedback on the record. It’s great for announcements, internal pitches, and just bouncing ideas back and forth. Since Basecamp 3 first launched, the Message Board has been sorted so new posts appear at the top with older ones below.… keep reading

Working in quality time instead of clock time

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One of the things I love about our flexible work environment at Basecamp is the freedom to step away from something whenever I need to. Right now I’m exploring designs for a new product idea. R&D work like this depends on having good mental and emotional energy. Sometimes you have it, sometimes you don’t. When… keep reading

Our new book “It Doesn’t Have to Be Crazy at Work” is out!

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Now available in the US, Canada, the UK, Austrailia, and New Zealand. Other countries and languages will follow. A couple years in the making, our brand new book, “It Doesn’t Have to Be Crazy at Work”, is now available in bookstores near you. There’s a hardcover, paperback (UK markets), audiobook, and ebook. The Economist says… “Their… keep reading

Under Pressure

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There’s a sentiment in hiring I’ve run into recently. The idea goes that you want to see how someone works “under pressure” before you hire them. What does that look like? You build in a step with a task, add a tight deadline, and wait to see how the applicants cope. In the worst cases,… keep reading

The next big jump in Basecamp accessibility!

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How we made the Basecamp 3 Jump Menu accessible The Basecamp 3 Jump Menu Earlier this year I wrote about How we stopped making excuses and started improving Basecamp’s accessibility. Accessibility improvements in Basecamp 3 have come in two ways: All new features we’ve shipped over the past year and a half have been designed and… keep reading