Hand-holding colleagues needing help is a nice sentiment. Even better: when leadership rewards that support and when coworkers quietly pay-it-forward. It's hear

Hand-holding colleagues needing help is a nice sentiment. Even better: when leadership rewards that support and when coworkers quietly pay-it-forward. It's heartwarming to see it in action. That said, I don't think the author's main rule scales: > “If someone asks you a question you can’t answer, take them to someone who can answer it. If you don’t know who that is, help find someone who can.” Setting an expectation of hand-holding a request across channels would be quite unpopular with most if not all, the technical support teams I've worked with. It can be quite a bit of effort when you're getting 10+ redirects a week, especially when the requestor hasn't done their due diligence. If my own team tried this, we would quickly become the "goto" for any domain adjacent problem. A real recipe for burn-out. A lot depends not on the process he's advocating for but on the environment which he doesn't seem to analyze. IMO, there's no results, costs, mistakes, or trade-offs shared, so I'd be inclined to chalk this up as marketing.