How to Help Your Web Design Clients Without Being There – Speckyboy

The web is a 24/7 medium. But web designers have office hours. That leaves a gap in technical support coverage. What happens if your client has a question about WordPress in the middle of the night?

All jokes aside, client needs won’t always sync with your schedule. And we’ll guess that you don’t want to answer panicked emails during dinner. So, what’s the solution?

Providing clients with resources can help. You can create content that can be accessed whenever they have a question. It’s handy and saves everyone time.

Clients will also learn to help themselves. They’ll feel more confident when working with their website.

Does that sound like paradise? Keep reading for ideas on helping clients – even when you’re not around.

Help Clients Resolve Common Issues

Do you find yourself answering the same questions again and again? That’s because clients often run into similar roadblocks.

You may notice this when building multiple websites with the same content management system (CMS). Or when using the same themes and plugins. Patterns emerge. You’ll discover the pain points clients face.

It’s worth keeping track of these issues. From there, you can write documentation that clients can reference.

You can start small. Even a FAQ (frequently asked questions) page can do the trick. That’s fine if demand is low and the questions are simple.

If your needs change, you might consider building a dedicated support site. For example, a knowledgebase that lets clients browse various topics. It’s something you can add to as needed.

Hint: Be sure to use a system that is easy to maintain. That way, you’ll be more likely to keep your documentation updated.

Website documentation will serve as a 24/7 resource for your clients.

Use Video to Demonstrate Tasks

Video is a powerful tool. A well-made presentation can take the guesswork out of a tutorial. Users can see exactly how to perform a given task.

Thankfully, it’s easier than ever to create video tutorials. A wide range of tools are available. And you don’t need to spend a fortune to get started.

At a minimum, you’ll need a microphone and a screen capture app. That will allow you to narrate as you perform tasks on the screen. You’re all set if your device already has a microphone. And there are free screen capture apps available.

What about quality? Well, it depends on your audience. You certainly don’t need a pro-level production for a quick tutorial. You should be fine as long as the audio and video are clear.

You may want to kick things up a notch if you plan to make them publicly available. Anything you want to promote should look professional. In that case, you might want to invest in attractive video templates.

Otherwise, a 30-second video can often outshine a text-based tutorial. Clients will appreciate your effort and likely learn more in the process.

Video tutorials can help clients understand tasks and concepts.

The Potential of AI in Customer Support

Companies are integrating artificial intelligence (AI) into all sorts of tools. Customer support is no exception. So, how does that impact web designers?

We’re already seeing AI deployed in chatbot applications. That allows users to ask questions in plain language. The bot provides an answer.

That part isn’t new. Similar tools have been around for years. However, they haven’t always been very accurate. The user experience has also been less-than-stellar.

AI has the potential to produce better results. A model trained on your documentation could give more accurate answers. It might transform a chatbot from a dreaded interaction to a positive one.

It’s worth noting that these solutions depend on the quality of your documentation. The more thorough your content, the higher the quality of the results.

We might also use AI within a CMS like WordPress. The tool could provide support based on what the user is doing. Users could resolve issues without having to leave their site. It might be a game-changer.

We’re in the early days of AI. Thus, it will be interesting to see how it evolves regarding support.

Artificial intelligence models like ChatGPT can provide helpful hints.

Add an Extra Hand to Better Serve Clients

Modern websites can do more than ever. And client expectations have increased as well. That means more support requests.

The reality is that we can’t be there to respond at all hours of the day. So, providing helpful resources is one way to resolve common issues.

The self-serve ideas above could reduce the time you spend helping clients. That’s time you can dedicate to more profitable areas of your business.

You’ll also avoid the stress of dealing with these issues after hours. An extra evening or two of relaxation is worth the investment.

Take time to review your support workflow. Then, create content to help clients help themselves. You’ll be glad you did!

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The art of the enzyme

As the mountains and trees of California’s Napa Valley drift past the car window, 6-year-old David Kastner is deep in conversation with his father. The conversation is a familiar one, shifting naturally from gravity to electromagnetism. For as long as he can remember, scientific curiosity has been a key part of his conversations on these drives.

“I remember being fascinated by how complex the universe is and how little people know about it,” recalls Kastner, now a fourth-year PhD student in bioengineering. “I always wanted to uncover new truths about the universe.”

Nearly two decades later, Kastner is now at MIT studying a challenging subset of proteins known as metalloenzymes, in the lab of Heather Kulik, a professor of chemical engineering, and Forest White, a professor of biological engineering. With the same curiosity that sparked those on-the-road discussions with his father, Kastner is motivated by a desire to harness the chemical and medical potential of enzymes through computational and mechanistic approaches.

Kastner’s research aims to uncover the fundamental blueprints of reactivity for enzymes using state-of-the-art computational methods. However, his approach to research involves not just physics, chemistry, and biology, but also art, which has been an integral part of his life since childhood. Kastner produces beautiful 3D illustrations of molecular systems that help make his research more accessible to a wider audience.

“Seeing the science in a way that looks so real that you feel like you can touch it can be more impactful than a bar plot or a histogram,” he says. “If scientists were more invested in showing their work in engaging and interesting ways, then we would have more people involved in science.”

Form and function in equal measure

Kastner’s research has spanned quantum chemistry calculations, protein engineering, bioinformatics, synthetic organic chemistry, and mammalian tissue models. He earned his bachelor’s degree in biophysics at Brigham Young University, and once he began his PhD program at MIT, he decided to zero in on metalloenzymes.

Among metalloenzymes, Kastner has chosen to focus on high-valent metalloenzymes, which contain a highly reactive metal atom that has lost many of its electrons and eagerly reacts to regain them. His personal favorites are non-heme iron enzymes, due to their vast repertoire of chemical reactions, direct applicability to human health, and the tunability of their active sites for engineering novel reactivities.

Giving old enzymes new reactivities isn’t easy, however. His first published paper, authored alongside former members of the Kulik Research Group, showed why.

Kastner’s research explores the mechanistic differences between non-heme iron halogenases and hydroxylases, two classes of high-valent enzymes that activate normally unreactive C–H bonds. By investigating trends across structural databases and molecular dynamics simulations, he identified key interactions that result in subtle differences in the substrate positioning angle, influencing reactivity. Kastner’s computational findings suggest new ways of converting between halogenases and hydroxylases.

While an intuition of an enzyme’s structure can go a long way, sometimes you need to move beyond structure. “As soon as you add a metal into the core of an enzyme, it becomes much more challenging to model,” he says. “It requires unique and cutting-edge tools in order to understand reactivity. That’s why we need quantum chemistry calculations so much in our research.”

Trying to unlock the secrets of nature’s most efficient catalysts requires observations at the sharpest level possible. A given enzyme’s structure and reactivity is determined by the interactions between the electrons it contains, hence the reliance on quantum computing methods.

The importance of viewing the entire enzyme from a quantum mechanical lens came to the forefront of Kastner’s research in his most recent publication. Kastner and his collaborators discovered that the reactivity of a class of miniature artificial metalloenzymes was controlled by changes in dynamic charge distributions, which can be thought of as a way of seeing how electrons and charges fluctuate throughout an enzyme’s structure.

“If you’re interested in how life functions, then it only makes sense to look at enzymes and proteins,” he says. “Enzymes are the machinery that evolution came up with to harness physics and chemistry.”

“I’ve always been interested in that question,” he continues. “How do you get from these purely mathematical underlying physical laws to living, breathing organisms with feelings?”

The art of science

In addition to research, Kastner can be found using 3D graphics programs like Blender and VMD to visualize macromolecular systems and their interactions. His work can be seen on the covers of scientific journals published by Nature and the American Chemical Society, but his initial forays into art were far simpler.

“I would draw everything,” he says. “It was the game I would play. I would draw; I would ask my parents to draw for me; I would ask people I would meet, ‘Can you draw this for me?’”

His mother made hyperrealistic art inspired by nature and was the biggest artistic influence on him early on. Kastner described a photorealistic lynx his mother drew with a scratch board hanging at his grandparents’ home that he found particularly inspiring as a child.

He took traditional art quite seriously in high school. He worked with charcoal and oils, winning multiple competitions, but he wasn’t sure how he might apply these skills to his academic interests.

“At that time, I hadn’t realized how to reconcile art and my love of science,” he says. “They still felt so different and no one I talked to tried to combine them at all.”

If he had come of age in late-15th-century Italy, however, that might not have been the case. The Renaissance was defined by figures who didn’t see boundaries between various disciplines, and perhaps none are more enduring than Kastner’s favorite scientist of all time: Leonardo da Vinci.

“It’s pretty incredible that the man who is universally credited as being the grandfather of modern anatomy and physiology is also the same man who painted the ‘Mona Lisa,’” he says. “I feel like the world would be a better place if we had more people like da Vinci who could reconcile the sciences and art.”

In fact, he thinks the erosion of trust in scientists could be eased if that were the case. Peer-reviewed papers are dense and technical because they need to describe complex experiments in a way that makes their results reproducible, but that means the average person probably won’t understand it. That’s where art can help bridge the gap.

“If we communicate our science in ways that connect to ordinary people, I think it will automatically get rid of some of that distrust,” he says. “We need to keep writing papers the way we do; there’s no way around that. However, scientific art can help make this information more accessible. By converting esoteric data into familiar and relatable visuals, researchers can extend an invitation to people of all ages and backgrounds to interact with their science through the universally shared language of art.”

New substrate material for flexible electronics could help combat e-waste

Electronic waste, or e-waste, is a rapidly growing global problem, and it’s expected to worsen with the production of new kinds of flexible electronics for robotics, wearable devices, health monitors, and other new applications, including single-use devices.

A new kind of flexible substrate material developed at MIT, the University of Utah, and Meta has the potential to enable not only the recycling of materials and components at the end of a device’s useful life, but also the scalable manufacture of more complex multilayered circuits than existing substrates provide.

The development of this new material is described this week in the journal RSC: Applied Polymers, in a paper by MIT Professor Thomas J. Wallin, University of Utah Professor Chen Wang, and seven others.

“We recognize that electronic waste is an ongoing global crisis that’s only going to get worse as we continue to build more devices for the internet of things, and as the rest of the world develops,” says Wallin, an assistant professor in MIT’s Department of Materials Science and Engineering. To date, much academic research on this front has aimed at developing alternatives to conventional substrates for flexible electronics, which primarily use a polymer called Kapton, a trade name for polyimide.

Most such research has focused on entirely different polymer materials, but “that really ignores the commercial side of it, as to why people chose the materials they did to begin with,” Wallin says. Kapton has many advantages, including excellent thermal and insulating properties and ready availability of source materials.

The polyimide business is projected to be a $4 billion global market by 2030. “It’s everywhere, in every electronic device basically,” including parts such as the flexible cables that interconnect different components inside your cellphone or laptop, Wang explains. It’s also widely used in aerospace applications because of its high heat tolerance. “It’s a classic material, but it has not been updated for three or four decades,” he says.

However, it’s also virtually impossible to melt or dissolve Kapton, so it can’t be reprocessed. The same properties also make it harder to manufacture the circuits into advanced architectures, such as multilayered electronics. The traditional way of making Kapton involves heating the material to anywhere from 200 to 300 degrees Celsius. “It’s a rather slow process. It takes hours,” Wang says.

The alternative material that the team developed, which is itself a form of polyimide and therefore should be easily compatible with existing manufacturing infrastructure, is a light-cured polymer similar to those now used by dentists to create tough, durable fillings that cure in a few seconds with ultraviolet light. Not only is this method of hardening the material comparatively fast, it can operate at room temperature.

The new material could serve as the substrate for multilayered circuits, which provides a way of greatly increasing the number of components that can be packed into a small form factor. Previously, since the Kapton substrate doesn’t melt easily, the layers had to be glued together, which adds steps and costs to the process. The fact that the new material can be processed at low-temperature while also hardening very quickly on demand could open up possibilities for new multilayer devices, Wang says.

As for recyclability, the team introduced subunits into the polymer backbone that can be rapidly dissolved away by an alcohol and catalyst solution. Then, precious metals used in the circuits, as well as entire microchips, can be recovered from the solution and reused for new devices.

“We designed the polymer with ester groups in the backbone,” unlike traditional Kapton, Wang explains. These ester groups can be easily broken apart by a fairly mild solution that removes the substrate while leaving the rest of the device unharmed. Wang notes that the University of Utah team has co-founded a company to commercialize the technology. 

“We break the polymer back into its original small molecules. Then we can collect the expensive electronic components and reuse them,” Wallin adds. “We all know about the supply chain shortage with chips and some materials. The rare earth minerals that are in those components are highly valuable. And so we think that there’s a huge economic incentive now, as well as an environmental one, to make these processes for the recapture of these components.”

The research team included Caleb Reese and Grant Musgrave at the University of Utah, and Jenn Wong, Wenyang Pan, John Uehlin, Mason Zadan and Omar Awartani at Meta’s Reality Labs in Redmond, Washington. The work was supported by a startup fund at the Price College of Engineering at the University of Utah.

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