Patents and Publications

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Support Q&A with Todd Zabel of Janrain

  • Published by Influx
  • April 2018

Critical Consent: Setting Proper Expectations with Clients

  • Published by the National Career Development Association
  • August 2016

Reading Between the Lines: What an Applicant’s Résumé Isn’t Telling You

  • Published by International Coach Federation
  • June 10, 2016

Résumé Real Estate: Optimizing the High Impact Zones

  • Published by the National Résumé Writer’s Association
  • April 2016

Mediation Training

  • Published by Barnes & Noble eBook Division
  • March 2011
  • Note: This is an unauthorized reproduction of my original work :) Legal process on-going…

Building Effective Social Communities for Contact Avoidance

  • Published by The Association of Support Professionals
  • May 8, 2012

Data-driven usability and search optimization of customer portals

  • Published by Berkeley Electronic Press
  • February 14, 2012

This article presents concepts and best practices of customer support web usability design while examining and interpreting the confluence of web usability and search optimization.

Phases of the Customer Experience

  • Published by The Association of Support Professionals
  • August 4, 2011
The Year’s Ten Best Web Support Sites

Viability, Advantages and Design Methodologies of M-Learning Delivery

  • Published by the Education Resource Information Center – Institute of Education Sciences
  • October 11, 2010

The purpose of this study was to examine the viability and principle design methodologies of Mobile Learning models in developing regions. Demographic and market studies were utilized to determine the viability of M-Learning delivery as well as best uses for such technologies and methods given socioeconomic and political conditions within the target regions. Amongst markets and population segments…