SupportWorld, Jan/Feb 2013

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Letter from the Director Please send us your comments and questions regarding SupportWorld. Letters to the editor should be sent to or by mail to: 121 South Tejon Street, Suite 1100 Colorado Springs, CO • 80903 We reserve the right to edit all submissions. PHoto> Pine trees in snow, Colorado springs Dear SupportWorld Readers, Welcome to the New Year! We have some great things planned for 2013, including a full slate of opportunities for learning, networking, and access to industry resources. On the networking side, the HDI vChapter, launching January 15, will redefine the local chapter, bringing support professionals together in a unique digital environment for global networking, collaboration, and community outreach. In addition, HDIConnect now allows you to follow blogs, comments, and discussions by receiving notifications in real time. You can also engage in Ask Your Network conversations, the quickest and most indepth way to get your peers' advice on how they are addressing specific service and support challenges. Finally, look for the new Technology blog, which ties in with the HDI Buyer's Guide categories and discussion topics. See the Community News (p. 49) for more details. Always looking to stay on the cusp of industry trends, we've also expanded the HDI Research Corner. Along with our well-established quick industry surveys, we've added tailored editions that drill down to uncover more about the unique issues facing the desktop support and customer technical support communities. And the learning doesn't stop there! With 34 percent of our community adopting KCS and striving for sustainability, HDI recently launched its newest course, Coaching Skills for Knowledge-Centered Support, which is designed to help you maximize efficiencies and achieve your long-term objectives. And we're always revisiting and refreshing our existing courses. As part of that ongoing effort, the HDI Support Center Manager course will soon premiere in the virtual classroom format, giving support professionals the opportunity to become HDI-certified managers without having to travel or even leave their offices. And then there's SupportWorld! In this issue, three of your peers share their real-world solutions to challenges you might be facing (or have faced) as well. We invite you to take the discussion to HDIConnect and share your solutions. In that same spirit of sharing, my new regular feature, "The Daly Interview: CIO Perspectives," brings technical support directors and CIOs together for conversations about their strategic initiatives and how they're meeting shared goals. Our first interview is with the leaders at UBM Tech, David Michael and Illysa Ortsman, who offer a glimpse at the innovation underway inside this top global media and events conglomerate. We strive to keep HDI's content coffers full, relevant, and useful. As always, we welcome your feedback; please send your comments and suggestions to On behalf of everyone at HDI, we wish you a very happy New Year, rich with new experiences, achievements, and happiness. Kind regards, Cinda Daly Director, Business Content | A Professional Journal for the Technical Service and Support Community 5

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