What is conversation design?

Scotty talking to a computer mouse.

When going back in time in Star Trek IV, Chief Engineer Scott forgot that there wasn’t AI in the late 1980s.








Thanks to Donn DeBoard for posting this on his LinkedIn feed. This is a really good site for something that all technical communications professionals should be looking at, even if they don’t do something related to it now. This is what the future is going to look like, and we are the pioneers.

Read this page and its subsequent pages from Google about conversation design:

What do you think of conversation design? Include your comments below.


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Maybe It’s Not Content Management Anymore. Maybe It’s Context Management/Associations Now

Maybe It’s Not Content Management Anymore. Maybe It’s Context Management.

Thanks to Tina Howe for sharing this on her Twitter feed.

Just from the title alone, the concept is a little mind-blowing.  How would you abandon content management after so many years? Heck, there are still many who haven’t grasped that concept in the first place!

But once you read the entire article, it makes total sense. Content types have been growing steadily, especially in the last 10 to 15 years or so, and with that, you have many different kinds of content that need specialized machinations in order to create the management of that content and how it interacts with other content.  It reminds me a little bit about hypertext theory, but amplified. Hypertext theory has to do with the paths one takes to get from point A to the desired point B when there could be multiple points A and multiple points B and endless combinations. Add the complexity of different things beyond text, images and video and consider bots, AI, and other newer tech that has come into the picture. They all have to play nicely together, but they also need to be organized in a way that the transitions from various points A to points B to points C need to be seamless.

Take a read, and let me know what you think in the comments below.



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A Framework for Thinking about Documentation Quality/STC Intercom

My friend and STC colleague, Steve Jong, has written an excellent piece for this month’s STC Intercom magazine that’s definitely worth read.

As I’m about to start on my new gig soon (red tape holding it up right now), this is a topic that’s been very much on my mind, so the timeliness of the article is great. I like how Steve has broken it down based on the audience types and their needs. After all, it’s practically the mantra of all technical communicators to ask, “Who’s the audience?” so that we can cater our work appropriately. One always hears about the “faster, better, cheaper” of documentation, but Steve breaks it down on how that can actually work based on setting realistic goals based on your audience without losing quality in the process.  I know that’s a goal of mine going into any project that I do!

As this article is openly available, I urge you to take a look, and really savor the information. I think it will either reinforce what you might instinctively know as a technical communicator, or it will clue you in to some things that you might not have thought about.

See the link below, and let me know what you think in the comments.

A Framework for Thinking about Documentation Quality

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Essential Remote Work Statistics for You to Know in 2020

Was remote work included in your New Year’s Resolution? Is finding a remote job on your radar? Are you wondering about the current state of remote work so you can plan your next move? Whatever your strategies are regarding remote work and location-independence, knowing the trends and current information will help you fulfill your goals.


Thanks to Jennifer Heller Meservey for posting this on LinkedIn.  Remote work continues to get attention, and this is a great article showing some of the more positive statistics as to why it works as well as it does. I know that as soon as I started working remotely again after being in an office for six months, I felt much more productive and relaxed.

What are your thoughts about the stats presented? Include your comments below.


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When being a Yes person doesn’t work

Pirate saying Well, Yes, but actually NoI know I’ve been away from this blog far too much in the past year. Well, things have been busy, and confusing, and complicated, to say the least. I’ll leave it at that right now.

I started writing this article at the end of 2019, when things weren’t going so well. I set it aside, thinking that a few weeks of cooling down would help. It has, and yet as I went through to edit this to publish now, I find that my cooler head did prevail even in the heat of the moment.

The end of the year is always a time for reflection of what’s gone on in the past year–for better or worse. For 2019, 31 December 2019 was not only the end of the year, but also the end of a decade–the decade when I let tech comm into my life, in fact. Oh, there’s been lots of other things that have gone on, for sure. Heck, if it was a complicated year, it’s definitely been a complicated decade for me.

Something I’ve been thinking about lately is professional character–again, for better or worse. And for myself, I’ve concluded that I’m not a “Yes man” type of person.

First of all, if it isn’t obvious, I’m a woman, not a man. Despite certain gains for women in the past decade, especially in tech, there are still stigmas that are associated with being a woman. This is especially true when it comes to work-life balance and well, just how women express themselves. I’m quickly reminded of an interview done recently by Howard Stern of Hillary Clinton. While she is a generation ahead of me, I found much of what she talked about in how she handled her career and her press still rings true for women today. You can’t be emotional. You can’t bend. You have to work twice as hard as everyone else to prove yourself. You’re damned if you do and damned if you don’t yield to certain things. If a man reacted expressively about something, nothing would happen, but if a woman did…you get the idea. I still see that in the office. I see women still being passive, even if they think they are assertive or aggressive. I know this of myself.

I’m also reminded of the many talks of entrepreneur Tabitha Coffey who speaks about how women’s power is so often taken away from them in business, and that we shouldn’t let anyone take that away from us.

This is where I get to talk about being a “Yes” person. Now, you often hear in business–and in life–that you should try to say “yes” to more opportunities and more “yes” to life, because you’ll benefit in the long run. I understand that philosophy, and on many levels, I do try to adopt that attitude when I can.

However, there is a power to saying “no” to things as well. Again, as a woman, it’s not about life choices like, “I don’t want to date you,” or “I don’t want to have kids,”, etc. but even the small “no” in business where it takes away that “power” within us. What I mean by this is when you feel like your confidence, intelligence, and worth in business–and life–are taken away from you. When you get constant pushback when you know that something isn’t right.

I’ve discovered, in this respect, that I am a “no” person. If I’m approached to do something, I need to weigh out whether I can truly do it and do a good job at it, or not. Sometimes, I’ll take the chance or know confidently that it’s a “yes”, or even a “Yes, I’ll give it a wholehearted try”. But there are times that I feel like I know something’s wrong because it’s being done wrong or it’s being done for the wrong reasons, and I can’t just let it be.

I’m human–I know I’m not always right, but I’m often right. I try to research things as best as I can, and I’m not an inexperienced youngster either. Especially in the field of tech comm, I know that even after almost a decade of immersing myself in the field, I have a LOT to learn, but I’ve also gained SO much knowledge over the last decade. I DO know my stuff, and I speak about what I know confidently. I don’t talk about what I don’t know. And I’m willing to hear another perspective or learn about something new. That’s never changed.

I think the point I’m trying to say is that I’m not afraid to “upset the cart” if I know that things are not going right and they need to be corrected. When I encounter a situation of the old saying of “you can lead a horse to water, but you can’t make it drink,” then I want to make sure that I get a thirsty horse or figure out if the water is bad! I’m not going to “spin my wheels” doing something that will not end with positive results. I try to make the change happen, and when you get pushback time after time, well…it’s frustrating. If I was a guy, I could huff and puff and blow up with little consequence. But for me, if I bottle up–reserving my frustrated words, say nothing while suppressing anger, then I’m weak. And if I were to blow up like a guy–forget it. You can’t win.

I refuse to feel weak anymore. When I originally wrote this article, I was in a weak and unstable position, which I’m no longer in. I know better. I know I have support from those who do understand me and do believe in me, and appreciate when I change things because they need to be changed. They know I have viable ambitions and can asset myself appropriately. They appreciate that I don’t roll over and just “yes” to everything given to me, and I weigh things carefully before saying “no”.

I find my son has this trait too–he won’t do something unless he understands why and it makes sense to him. Perhaps this is an Aspie thing. I don’t see it as being inflexible, but rather I don’t do things simply for the sake of doing them. What I do needs to have some purpose at the some level, and some logic. If I know from experience that if a project is being approached the wrong way, and I’ve tried to reach a workable compromise or re-approach with no success, then I feel that power is taken away from me. I’m defeated and miserable doing things the wrong way. It almost feels immoral in my heart.

So, I will never be a “yes” woman. I will always try to champion the customer or end user, champion better content and UX, and champion best practices. When those aren’t in place, and a supportive, viable structure to help me achieve those things is not available, that’s not what’s best for me. I deserve better, the customers/end users that I champion deserve better, and I will continually strive for better wherever I go. I will know when “no” gives me the power to do the right thing, and push forward with that. And that will provide me with the right kind of “yes”.

Are you a “yes” person or a “no” person? Include your comments below.

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The Future of Startups

More businesses are starting out bringing on the best talent they can find—wherever they may be based.

Workers looking at a conference call screen

When Matt Mullenweg started his semi-eponymous web development company Automattic in 2005, he took what was then considered a very unconventional, even unwise, approach. Rather than opening an office and luring talented people to Houston—where he was, and still is, based—he hired people from around the world with the skills he needed. And then he let them work from home.

The Future of Startups – WSJ

While this was a paid promotional piece for UpWork in the Wall Street Journal, it’s still a good article. Remote is becoming a necessity to reach out to get the best talent. We all don’t have the ability to move around to follow where jobs are.  I live in a situation where I live between two major metropolises where many jobs are, but they are too far to commute–especially for a mom of a special needs kid (okay, he’s a young adult now, but that doesn’t change things much). I also work in a field where much of the work is solo–it’s writing and coding and thinking, which requires quieter environments. Does this mean that I’m not a team player? Of course not! Just like in the office, due to advances in technology, I can easy call, IM, text, email, or have an online conference call complete with video and audio and sharing computer screens globally.  Matt Mullenweg has built one of the largest and most respected tech companies based on this–why can’t others? Are they afraid of losing control, or are they afraid of having happier and smarter workers? Either way, the flexibility of remote work is still a strongly viable way to go.


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A Reminder That ‘Fake News’ Is An Information Literacy Problem – Not A Technology Problem

Beneath all “fake news,” misinformation, disinformation, digital falsehoods and foreign influence lies society’s failure to teach its citizenry information literacy: how to think critically about the deluge of information that confronts them in our modern digital age.
— Read on www.forbes.com/sites/kalevleetaru/2019/07/07/a-reminder-that-fake-news-is-an-information-literacy-problem-not-a-technology-problem/

This is an argument I often make with the Academic Outreach team of my STC chapter, especially considering that 3 officers were History majors as undergrads.

Information literacy is a big part of content strategy. Understanding what is truly important is a huge chunk of us helping clients decipher what is needed moving forward.

This is a great article about information literacy, which goes well beyond technology.


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Which way do you like it–Top down, or bottom up?

Image from Nestler.com

Okay, first of all, get your mind out of the gutter. It’s not that kind of discussion.

But it is a discussion about content strategy–because, you know, this is a tech comm blog.

Here’s where I’m going with this.  I had a situation at work that prompted my thinking and further discussion with several other people about this topic, because I’m trying to explore how content strategists approach, well, content strategy.

For me, the way that I approach content strategy is starting with the big picture.  You need to start with what are you trying to achieve as the end goal. Then, I look at the “adverb” questions to determine if that end goal answers them. What I mean by the “adverb” questions are:

  • Who is your audience? Who needs this content/information? Who is going to use it?
  • What content needs to be included? What is the goal of the person who wants to use it? What are they looking for?
  • Where are they going to find the content?
  • Why do they need the content? Why would they come to this site for that content?
  • When would they need this content?
  • How would they obtain this content/information?
  • How much content do they need to absorb to be satisfied? How much content is actually necessary for their needs to be remedied?

This doesn’t just apply to marketing content, which is usually the “model” for this. When working for my last job, I worked on a lot of repository-type sites for departments that weren’t internally selling anything. They just needed that right-info-right-here-right-now experience. That’s what all websites–or any content that’s put out there–needs to address.

But I slightly digress. So anyway, at work, we’re in the process of figuring out how to deliver some internal content that’s not really been formally organized, at least by modern standards. There’s lots of internal documentation, but for one topic I was researching, there were distinctly four pieces of content on the same topic, all written within the last two years, all of them correct, but no cohesion or indication that perhaps one was based off of another. When looking at the big picture beyond my own project, I realized that this would be a great project to apply DITA XML and create content chunks to start reusing information, provide consistency, easy updating, multiple outputs, etc. If you know about DITA stuff, you know why DITA is good for certain kinds of documentation, and I saw this as an opportunity.

Speaking with my colleagues, there have been two trains of thought. The first way would be to look at things the way I’ve usually looked at creating a content strategy–looking at the big picture, and breaking down things until you got it down to granular level, retrofitting current content as appropriate, weeding out what’s not needed anymore, reworking items, and doing a gap analysis to identify what additional content is needed. It makes sense, right?

The alternative view is approaching the strategy from the bottom up. Other colleagues suggested that we need to create and reconfigure all the detailed, smaller pieces of content, and build upwards towards that “big picture”, creating the “buckets” as we create and reconfigure the content we have. And if we happen to identify a content gap along the way? We’ll compensate or fill in the gap as appropriate.

Somehow, that latter just hasn’t sat with me very well. The latter, while it could be done, is a short term answer, in my opinion. It’s putting a bandaid on a wound rather than treating a condition that needs better control and having a long term treatment plan. The long term plan is “remission” and maintenance that can be sustainable and controllable. That’s only done when understanding the big picture and drilling down.

But maybe I’m wrong. Maybe I’m not seeing things clearly for that other perspective. For now, we’re working with the short term, bottom up strategy, with the goal that once we can get past the short term stuff, we can try to concentrate on the long term stuff (top down). Now, I understand that there are circumstances where the bottom up approach does work. For example, in knitting, it’s usually pretty common to knit a sweater from the bottom and work your way up. But even then, it’s about building the foundation.  So, in my content top down, we start with the foundation, and figure out all the details.

I don’t know. My brain is topsy-turvy over this in trying to sort this out and make some sense out of the best approach.  What does the tech comm and content strategy hive mind think? Include your comments below. Let’s discuss!


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Glassblowing and tech comm–what’s the connection?

I know it’s been a while since I’ve written.  The last year or so has been overwhelming as I overloaded myself with too many things, and I’m actually in the process of trying to reclaim myself and my time in the process. When you overextend yourself, it takes a toll.

I can’t remember the last time I wrote, but I changed jobs. While I liked being a content strategist, there were elements of where I was that didn’t fit right for me. If it’s not a good fit, you move on, so I was able to do that.  Now, I’m working close to home at something new, and still getting a feel for what’s going on, so I’m not going to say too much about it, other than it goes back to my content management roots a bit, and I need to give some more time to acclimate to the job.

In the meantime, I recently went on our annual family vacation, which this year took place in Toronto, Canada.  We enjoyed our time there so much that my son is convinced that he wants to move to Canada and be a Canadian. I don’t have a problem with that! If it wasn’t so cold in the winter, I probably would want to live there, too.

We drove to Toronto from our house, and we decided to stop about halfway going north and coming back, which ended up being a good decision due to weather and traffic issues (mostly in NJ, no less! Ugh!). We made our halfway-mark pitstops in Corning, NY, which is the home of the Corning Glass company and the Corning Museum of Glass.  Some may remember Corning because of their housewares items (my family had Cornelle dishes with harvest gold flowers growing up) and Pyrex, but they also invented Gorilla Glass that’s used on cell phones. The museum is a lot more interesting than it sounds–it not only has beautiful art installations and history of glass exhibits, but also science-based exhibits about uses of glass. The museum also has live glassblowing, and for a fee, you can create a small item with the help of a professional glassblower in their studio hot shops. (I took advantage of it, and made a sculpture that sits in my bedroom.) It was so cool!

As a result, I was inspired to watch a new show on Netflix called “Blown Away”, which is actually a competition show in the same vein as Project Runway, Top Chef, or one of those other creative skills shows, but in this instance, it involves–you guessed it–glass blowers. I binge-watched the series over the last couple days, and I’m more fascinated by it than ever, wishing the closest hot shops to visit that teach weren’t in Philadelphia or Asbury Park (in other words, not anywhere close to me).

Here’s the trailer for the show:

But as I reflect on the show, it occurred to me that glassblowing is a lot like working in technical communication.  Follow me on this.

While watching the show,  you saw a lot of different things going on with glass. Sometimes the contestants had to make functional pieces, and other times it had to be artistic. Each challenge had a theme, which sometimes would be taken literally or figuratively by the artist/glassblower. Each contestant often had assistants to get the pieces finished, and time constraints. There were finished pieces that were incredible, and some, well, were crap.  And there was a lot of broken glass, needing to start over, or pieces that didn’t quite come out as expected.  Here’s what I could pull from that in relation to technical communication.

This really was a show about the creation of content, which is what technical communicators do.  Instead of hot glass, our medium is content. Content, like glass, can be manipulated into all sorts of shapes, sizes, textures, and forms.  It is never solely developed by one person alone, but rather you can have a main creator and supporters who will help it happen, or several creators who have to make all the pieces work together. Sometimes it takes several tries before you get the content right. You often have time constraints. And sometimes, just as you think you have it perfect, it will break on you, and you have to start over or try to rescue what you can from the broken remnants. Sometimes the end result comes out as you expected or better, but there are many times it comes out not as all as you envisioned or not well at all. Content can be robust, or it can be delicate. But when you spend a lot of time paying attention to details, allowing due diligence for the creation process, think outside of the box, and use a lot of precise skill, you can create something many can enjoy or use.

The part that ties it together most is that glassblowing and technical communication are both about blending science and technology with art or creativity.  While many of the techniques used by glassblowers hasn’t changed in a century or more, it’s using something familiar to try to find new and creative ways to make something wonderful while understanding the technical aspects of working with glass–the science, the physics of it all.  Technical communication is not much different. While it might not always be as artistic as colored glass pieces, it’s still having an understanding of science and technology on some level, and using skills to turn that science and technology into something beautiful–it is an art style of its own to turn technical jargon into something comprehensible, readable, and digestible in print or digital form.

So, next time you doubt yourself, think of yourself, a technical communicator, like a glassblowing artist.  You are going to make mistakes, you’re going to break things fairly often, but when you refine your skills and focus, you too can make wonderful works of art.

What do you think? Include your comments below.


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Realizing your worth in tech comm

If Captain Janeway can take a look at herself and see where she’s grown and succeeded, so can I.

Hello all,

It’s been quite a while since I wrote an original post here, and that’s because I’ve been THAT busy.  I don’t even remember when that last original post was written, that’s how long it’s been! But I have a moment before things get crazy again, so I thought I’d catch up with you for a bit.

The past year or so has been crazy busy. I feel like I’m barely coming up for air right now. I had been working as a content strategist for the past ten months or so for a global pharmaceutical company, so at least I was partially employed. I say partially because I was told it would be a part-time contract job that would turn full-time contract job, and I wasn’t even making the hours initially promised.  While the pay was good, and I liked the fact that I could still work from home, it wasn’t enough to make a living with very few billable hours, so I had to look for something else. Next week, I’ll be starting a new job as a content management specialist at a global company that’s just a five minute drive from my house. While I will sorely miss working from my home, I will be close enough that I can get home quickly to continue keeping things structured at home. I’ll also be having the opportunity to do some work using DITA/XML, which I’m excited about. I’ve been learning about it for the past couple of years, but now I’m going to be learning to apply what I’ve learned.  This is the first time that I’ve actually left a job voluntarily in a long time. For most of the past ten years, I had to leave a job because of a contract ending and not being extended. Only once was it semi-voluntary whereby I didn’t like the job, and asked not to have my contract renewed (and then was unemployed for a while). This is the first time in a long time where I had a viable job, and left it for another one. I don’t think I’ve done that for so many years that I’ve lost track.

During this same time that I was doing the content strategy work and job searching, I also taught another graduate level university class, did some freelance work, and running the STC-Philadelphia Metro Chapter as President, Conference Chair, and Sponsorship Chair. Since we moved the STC-PMC conference to the Franklin Institute this past year, there was so much more preparation and fundraising with sponsorship from past years, and naturally with all these things going on, I decided to torture myself by taking an online course in UX Design from the University of Cape Town.  Throw in all the parenting and family responsibilities as well, and yeah, it’s not surprising that I got very burnt out for most of this year.

Understandably, I made some decisions that will hopefully alleviate some of these stresses. First, we’ll start with the parenting/family stuff. My son graduated from high school yesterday. So, no more calls from school, no more getting after him about homework and his grades, etc. We got him through his basic education. Next year, he’s going to be starting coursework on automotive engineering which I think will suit him well.  We’re not sure where his path is going to take him after this course work, but it’s a start with something that’s more along the lines of his interests and talents than traditional coursework.  So, that means that I don’t have to deal with homework or the stresses of “mom duties” in the same way. He’s a young adult now, and we’ll have to deal with things differently.

Next, I decided that I don’t want to teach next year or possibly for a while. My teaching adventures were good, but last year just put too much stress on me, and it wasn’t fun (it might have been the subject I had to teach as well). So, this is not to say that I’ll never teach again, but just not anytime soon.

The freelance job–well, that will still happen. That doesn’t take up much time at all, so that will stay.

I’m trying to better delegate my STC responsibilities for the next program year. We have a new “administration” coming in with the exception of me–I’m staying as president of the chapter. But that said, I’ve made it fairly clear that I can’t continue as the sponsorship chair and conference chair. I can help set up the venue for next year, but I can’t be doing the speaker management, publicity, and raising all the funding as well. It’s just too much. So, unless some people step up (and I’m happy to talk to anyone interested), we won’t have a conference next year. I just can’t do it all myself.  So, we’ll see what happens.  I’m still very happy to support STC and STC-PMC, but something has to give, and I need to delegate instead of taking it all on myself. Y’know?

I won’t take any more classes, either. The UX design course was something that I felt would augment my job pursuits whether I stayed where I was or went elsewhere, and I’m glad I took the course. My newly former boss was happy that I did take the course, and encouraged me to continue with UX design work because he felt that my knowledge between content strategy and UX strategy was a valuable asset he was sorry that he wouldn’t have available to him anymore.

So, the last part is related to that–moving on with the new job. It’s a full-time contract with opportunity for renewal and possibly more down the road (it’s a new department), but it’s an opportunity to work with others who do more of what I like, and an opportunity to enhance my learning as well.

So, what does all of this have to do with realizing your worth? Everything.

As a worker, I learned that I know a lot more about content strategy and how to approach it than I gave myself credit for. I can easily say with confidence that I helped to establish the parameters of what it means to do content strategy at the company I just left. There were no content strategy people there before–I was the first one they had, and while I had some frustrations in getting established there, I set the tone going forward on how content needed to be approached with the clients in conjunction with user experience design and strategy, visual design, and development. I worked on truly Agile teams, and made my mark. My former manager was sad to let me go, because he told me that he appreciated my way of thinking with marketing, content, customer experience, UX and other aspects of what digital should be about, and how I dealt with the incredible variety of clients we had and their different projects. There was a point that I knew I made my mark when he started quoting me on how to approach things! So in that respect, I started to truly realize my worth as a content strategist. It was no more “fake it ’til you make it”. I was doing it, and doing it well enough that my former manager said there will always be a position open for me if I decided to go back to that company. Nice invitation to have. 🙂

Between teaching and my STC-PMC responsibilities, I learned that I can help people learn and help bolster them to be better people at whatever they are doing. I’m not perfect at it, but I’ve worked to encourage people whenever possible, provide mentoring or advice when I could, but I tried not to be domineering as I did it. I know that I have a strong personality and that I could just force my way through everything, and it was a test in patience and encouragement and finding balance in letting others provide their feedback and suggestions as well.  My STC-PMC leadership as president and conference chair really put me to the test. I had so much on the line with the new location of CONDUIT in Philadelphia at the Franklin Institute that it would either make or break the chapter. Fortunately, it helped to make the chapter stronger. We had new faces, and new presentations, and new ideas that came in this year as well as support from returning attendees and presenters. My council supported me in sometimes picking up the slack where I had dropped things, but continued to put their faith in my leadership.  I had always wanted the opportunity to be a leader, and a good portion of this year I was terrified of failing completely. While I had some failures, I had more successes, and so I came out ahead, and that made me realize my worth as a leader.

Even Captain Marvel had to discover that she had more to offer and had the power to be who she was destined to be.

So, through all the trials and tribulations of the past year or so, I’ve made it through. I am trying to simplify my life by dropping some things and delegating some other things so I can forge ahead towards new opportunities.  I’m truly hoping that everything I’ve gone through in the past year will take me in a positive direction going forward–hopefully in a less chaotic way. I need some time for me now.

I have a summer where I’m starting a new job that I think I’m going to enjoy,  less chaos related to STC-PMC, no courses to take or prep for teaching, and I can relax–just a little bit–to rediscover ME and appreciate that I’M WORTH IT.

What changes have you had in the last year–professionally or personally–that helped you find your own worth? Include your comments below.

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