Founder
Customer Education and Knowledge Management Professional, Community Systems Strategist, and an advocate for WordPress and open source. Founder of HDY Haus Group, which trades as How Do You Tech LLC.
How this started
This practice did not start with a theory about knowledge management. It started with fourteen years of being the person who had to answer.
My working life began in hospitality in Lagos in 2012. A front desk teaches you something that no amount of strategy work does, which is that most complaints are not really about the thing that went wrong. They are about not being told, not being able to find out, and having to ask a person because there was no other way to know.
That lesson has turned out to apply to almost every system I have worked on since.
Across fourteen years of customer experience work, including nearly seven years supporting WordPress membership customers, I resolved 8,263 support tickets.
What stayed with me was not the volume. It was how often the answer already existed. It was written down somewhere, in a document nobody could find, in a version nobody was sure was current, or in the head of one colleague who happened to be on leave. The knowledge was rarely missing. The route to it was.
I went on to complete a Master of Information Resources Management with a specialisation in Knowledge Management.
That gave a method and a vocabulary to something I had been doing by instinct for years: working out where knowledge lives in an organisation, why people cannot reach it, and what has to change so they can. HDY Haus Group exists to do that work for other people.
Background
The experience behind the four services, stated plainly.
Fourteen years of customer experience work, across hospitality and technology.
Nearly seven years supporting membership site owners and the people who use their sites.
Support tickets resolved. Enough repetition to tell a one off problem from a structural one.
Master of Information Resources Management, which is the formal method behind the audits.
How the work runs
Three things hold true across every engagement, whichever service you choose.
Every problem raised in a report is tied to the evidence behind it, whether that is a support ticket pattern, a drop off point in a member journey, or a search that returns nothing useful. You should be able to check the reasoning rather than take it on trust.
The deliverable is not a conversation you have to remember. It is a document your team can act on months later, including the people who were not in the room when it was written.
There are four services and no more. If your problem sits outside them, you will be told that plainly, because a service stretched to fit a problem it was not built for helps nobody.
Describe the problem in your own words. You will get a straight answer on which service fits, or that none of them do.
Starting prices from €750
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