All software systems are underpinned by fundamental choices that shape key characteristics of the system's design. One such foundational element is how different components within a system communicate ...

Leah Zitter is a technical writer who covers high tech. She holds a Ph.D. in psychology research and a master’s in philosophy and advanced logic. Eleven years ago, researchers warned in the journal ...

I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both ...