HDI SupportWorld: Better Knowledge, Emerging Talent, and Thriving in a Flexible Workplace
This week's HDI SupportWorld newsletter focuses on three areas that can significantly improve support organizations: clearer knowledge sharing, investing in future leaders, and helping employees succeed in today's flexible work environment.
In the lead article, Leslie O'Flahavan tackles a surprisingly common knowledge management problem: overusing the word "Note" in knowledge base articles. While intended to provide helpful context, excessive notes often clutter instructions, hide important actions, and make articles harder to follow. O'Flahavan recommends incorporating notes directly into procedures when possible or replacing generic labels with more meaningful terms like "Warning," "Reminder," or "For Contractors."
The newsletter also announces that nominations are now open for HDI Rising Stars 2026. The program recognizes early-career professionals who are already making meaningful contributions to IT service and support through innovation, customer experience improvements, and leadership. Eligible candidates have between one and nine years of experience, and finalists will receive significant recognition throughout the HDI community, including a complimentary pass to HDI Service & Support World 2027.
Finally, Rachel Mulry shares practical advice for thriving in remote and hybrid work environments. Her guidance emphasizes intentional habits that support productivity, collaboration, and well-being. One particularly timely reminder: take regular breaks. Without natural office transitions, remote workers can easily remain sedentary for hours, making it important to step away, stretch, and recharge throughout the day.
The issue also highlights upcoming learning opportunities, including a webinar on AI for Service Desks, plus HDI's Support Center Analyst and Support Center Team Lead training programs.
Together, these stories remind us that successful support organizations depend on clear communication, continuous learning, and investing in the next generation of leaders.