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Created April 13, 2016 01:19
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commmunication-gaps-tech-companies.md

Addressing Communication Gaps at Tech Companies

Development and Customer Support

Set up the topic

  • Intro with well-known "7 red lines" skit
  • Indicate that while it can be true, it's only half of the story
  • Brief overview of my previous company and position on a Customer Success Team

The Scenario

  • Walk through example issue that caused tension between Dev and Support
  • Outline both perspectives: why to one group a request seems easy and essential and to another it seems challenging and superfluous

How to Address It

  • I believe the onus is on developers to make a better effort in communication
  • Pro-tips for communicating with non-technical people re: technical issues
  • Example response that would have been helpful to receive from a developer when this issue was still a major hurdle
  • Outlining how the hypothetical response would have helped me do my job as a customer rep

Wrap Up

  • Moral of the story
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