Help desk service

It occurs to me that with Twilio you could put together a distributed help desk service employing technically skilled shut-ins pretty easily. Calls could be recorded and put into a CRM, scripts could be presented on-screen immediately with each call, and escalation could also be handled easily through Twilio.

I gotta get closer to Twilio.

Basic strategy

Another instance of the usual (and a good one):

1. Explore
2. Brainstorm
3. Feedback
4. MVP

And that's basically it, the how-to-start strategy.

Wicked problems

Karl Schroeder thinks a Wikipedia-like system could be built to facilitate discussion of wicked problems, and that, moreover, such a system is needed at this point in our social trajectory.

I'd like to build such a system. This is a good plan.

• Dialogic Design International
• Structured dialogic design (SDD)
• Another overview of SDD
• Architecting Wicked Problems (a conference in Norway)