Customer Service and Communication

This page is a compilation of the customer service and communication resources I created while at Automattic.

Internal Training

Since the majority of communications with WordPress.com users is via email and instant messaging, the writings and videos below focus on how to convey warmth and friendliness when confined to text-based communication. These documents were published internally, but I have copied them here for reference.

External Presentations

Here are the talks I’ve given at various conferences:

Here are two examples of the webinars I’ve hosted: