Dale Drummond

Authored Comments

Being someone who worked in external customer support for many years I really enjoyed this article. The @Groupon part in particular was nice to see. The local @Groupon folks may have been busy and to see another site pick up the question and offer to help is great and shows in my view a lot of forward thinking about customer satisfaction and loyalty. I'm just starting to use Twitter more to talk with companies and causes and I definitely get more our of the personal interactions than from the BOT replies that normally come for corporate Twitterland.

I've found at most companies the review process is well intentioned when it is created. Only after it's gone through a cycle or two does it become more of a checkbox affair so HR can say it has achieved X% compliance to some goal. At that point the reviews are no long to look back at last years performance and to set meaningful goals for next year but something to just hurry through so you can get back to work. Some review process are better than others but unless the reviews are useful to both the employee AND the employer then they just end up being a distraction, de-motivator and a waste of time.

I am intrigued by Atlassian's journey to find a better system and their journey to find a review that benefits the individual, the team and the company.