May 18, 2017 — Mason is passionate about remote work culture and measuring support effectiveness. Mason manages customer expectations, troubleshooting, and consulting work with the same criteria – education to increase success.

December 28, 2016 — Full Title: What Happens After Launch? Becoming a Rockstar at Support, Management, and Infrastructure for WordPress

Description:
Maintenance is great for seeking a bit more life out of your dishwasher, but it’s not the right approach for you business or for your website.

Abstract:
For many agencies and freelancers, the post-launch support, updates, and minor changes that come up during the life of a WordPress-site are the most taxing, boring, and inconvenient part of the job. It’s not glamorous and rarely is there so much as a ‘thank you’ from the client.

Come find out why web infrastructure is mission-critical, how the challenges can be overcome both technically and financially, and why the term web ‘maintenance’ is completely inadequate for today’s savvy online website owners.

This session includes both practical concepts for managing version-controlled web environments with requirements for multiple web teams and philosophical arguments for why this is even a thing in the first place.

July 9, 2015 — Got a product? Then you probably know the headaches of sales, onboarding, and customer support. In this panel, industry veterans share their top tips when it comes to sales, onboarding, and customer support. Bring your questions.

February 17, 2013 — This presentation provides information and insight into what it takes to provide ongoing maintenance for a client or community based on WordPress. bbPress for a support forum and BuddyPress for creating community are discussed. Also best practices for keeping things up to date. A variety of community-based and premium solutions are discussed as well as a discussion about incentives for community participation. This is geared towards engaging your community to help each other by creating an environment that rewards that kind of activity.

Presentation Slides »