Apr
5
Original Article: The Way I Work Paul English of Kayak
We hold design meetings at one another's desks throughout the day. We do design interaction like that, where everyone can hear and anyone can jump in. If anyone needs to make a private phone call, there are a few private offices, but our general philosophy is that an open environment facilitates intellectual intensity.
When an e-mail comes in, I read it and decide immediately: Delete, reply, or delegate?
The engineers and I handle customer support. When I tell people that, they look at me like I'm smoking crack. They say, "Why would you pay an engineer $150,000 to answer phones when you could pay someone in Arizona $8 an hour?" If you make the engineers answer e-mails and phone calls from the customers, the second or third time they get the same question, they'll actually stop
