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- 3636d86 Newsletter edition 10 — The bottleneck moved
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- Newsletter edition 10 — The bottleneck moved
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Why customer tools are organized wrong
This article reveals a fundamental flaw in how customer support tools are designed—organizing by interaction type instead of by customer—and explains why this fragmentation wastes time and obscures the full picture you need to help users effectively.
Infrastructure shapes thought
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.
Server-side dashboard architecture: Why moving data fetching off the browser changes everything
How choosing server-side rendering solved security, CORS, and credential management problems I didn't know I had.
The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
Practical essays on how work actually gets done.
The bottleneck moved
The constraint in knowledge work used to be execution. Now it's specification. Most organizations haven't noticed.
Dev reflection - February 23, 2026
I want to talk about pacing. Not productivity, not velocity — pacing. Because I think we're about to discover that a lot of what we called 'workflow' was actually a rhythm our brains depended on, a...
Universities missed the window to own AI literacy
In 2023 the question of who would own AI literacy was wide open. Universities spent two years forming committees while everyone else claimed the territory. Then a federal agency published the guidance higher education should have written.