Author Archives: Ian Ellison

About Ian Ellison

Ian Ellison was the first technical support hire for technology start-ups like Pandora internet radio and the camera company Lytro. Previously, Ian spent years in the trenches providing top-tier phone, email and chat support for a wide range of internet and technology companies. He also specializes in communicating about technical concepts via social media. He works with EM Marketing to assist companies with their support strategy and implementation.
Three Documents to Reinforce Your Business Plan

Three Documents to Reinforce Your Business Plan

We’ve all been there: we’re so busy creating something, it feels like we don’t have time to take notes on what we’re…

Using Support Teams as a Branding Tool

Using Support Teams as a Branding Tool

Many companies maintain strong firewalls between their teams, limiting opportunities for cross-functional synergy. Encouraging collaboration among your company’s teams instead…

How to Organize Your Help Documents to Increase Readership

How to Organize Your Help Documents to Increase Readership

Some people think that creating a great help section is as simple as hiring great support staff, or that it’s…