It’s snowing like crazy here today.


Doesn’t this look like my wife and son are walking into a photo from the 1850’s


That’s an old rail bridge that runs next to our house. It’s pretty interesting. At one time it was the longest bridge in the world.

how to make screencasts

This is probably the most useful thing I’ve read on a blog in the past year.

The most important part is one simple sentence. Make the audio first!!!! Doh!! No wonder I always sound like an idiot trying to do the audio while using the UI. Do the audio first and then create the video portion while listening to the audio and match them up. So much more intelligent.


My wife shook me up this morning to see the really vivid colors in the sunrise. By the time I grabbed the camera I had missed it a bit, but the picture is still very nice.



BarCamp is just around the corner (March 15/16). I’ll be there! If you’ve never been I definitely suggest going, it’s a great time and you can’t beat the price.

I’ll be there both days. It’s in Brooklyn this year which is a fun change. I’ll probably stay at the Brooklyn Bridge Marriott which is right near the event and has a perfect view of downtown (I’m not a fan of sleeping on the floor).

UserScape also donated a few bucks and is offering up a 5 user HelpSpot license as a prize.

I hope to see you there!

helpspot end user manual soft launch


I’m happy, proud, and relieved to announce the availability of the HelpSpot End Users Manual. The manual covers the features end users use on a daily basis (so everything except the Admin and Reports). While we’ve always had some documentation on the features, we’ve never had a complete guide to all the systems features (amazing isn’t it!). This manual fills that gap and covers the current 2.1.1 release.

What I really like about the manual is that it’s not so much click this click that click this, but focuses more on describing features, advice on how to use the most important features and general guidance. With Helpspot we don’t have much trouble getting people to understand the interface, the biggest challenge is getting them to understand how to apply the features to their help desk environment and see how they can improve their efficiency. I think this manual will go a long way in improving our customers experience with HelpSpot.

We hope to roll this out later this week or next week, but I thought I’d post it here first so it could get a little testing. So if you’re a HelpSpot customer or just an interested party I’d appreciate if you could download it and just make sure it opens for you, the fonts look right, etc. I know one person had a problem with the fonts, but we haven’t been able to replicate that yet so your help is appreciated!

I’m working on getting setup with an on demand printer so that we can offer full color printed versions as well. That should be ready in a week or two so if you’d like to order print copies that will be possible shortly.

I’d really like to thank Jamie who wrote the entire manual. Without her persistence this never would have gotten done. I’d also like to thank Mike Rohde who did the cover design and some of the interior design and Working with Words who did the proofreading.

Download the HelpSpot End Users Manual (pdf)