Meet Glenn Michaels, a dedicated technical writer at Kryterion who has spent over seven years evolving with the company. Starting on the Sales and Marketing team with a background in marketing, Glenn’s primary responsibility was developing and maintaining Kryterion’s Webassessor Users Guide (WUG). , He crafted this invaluable online help system to empower both clients and staff with clarity and precision. As the Sales and Marketing teams separated, Glenn transitioned fully to Marketing—a change that opened doors for him to expand his skills in new and challenging directions.
Glenn’s contributions to Kryterion haven’t gone unnoticed. In 2020, he was awarded the Kryterion Innovation Award—a testament to his impact on the company’s commitment to continuous improvement. This award recognized Glenn’s impact on enhancing client service, increasing efficiency, and delivering measurable impact. It’s a fitting honor for someone who is driven by a passion for clear communication, and elevating Kryterion’s service quality.
Crafting the Webassessor Users Guide (WUG)
When it comes to the WUG, Glenn’s mission is clear: to provide Kryterion clients and staff with a resource that is “absolutely reliable,” easy to navigate, and thorough in every detail. He emphasizes the importance of not only presenting a comprehensive overview of Webassessor’s features but also diving into the minutiae that convey each feature’s unique value. By explaining how choices in one module can impact outcomes in another, Glenn has built the WUG as a guide that bridges understanding across Kryterion’s complex ecosystem.
For Glenn, the art of technical writing is akin to working with water—language can be clear and easily navigable, but it requires constant attention to remain so. The complexity of Webassessor, combined with the nuances of language, means that crafting the WUG is a continuous effort to ensure clarity, precision, and ease of understanding. “If the WUG succeeds in Kryterion’s goals,” Glenn shares, “that’s not only interesting; it’s a miracle.”
A Perfectionist’s Approach to Writing
As a writer, Glenn understands the relentless pursuit of accuracy. He admits that the most frequent mistakes he encounters are his own, a reality he tackles by adopting a triple-check approach. “It’s like serving a meal on a clean plate,” he explains. “Food tastes better and inspires confidence when presented well, and I aim for the same level of quality in my writing.” This meticulousness translates into a final product that inspires confidence and provides value—a standard he maintains for every Kryterion document he creates.
Marketing Through Service and Customer Delight
For Glenn , the best “marketing magic” happens when Kryterion exceeds client expectations, leading to “customer delight”—a key to fostering long-lasting relationships. “Clients rarely want to leave a company that consistently strives for customer delight,” Glenn notes. By focusing on solving problems and preventing issues whenever possible, he helps elevate Kryterion’s reputation for service excellence.
Keys to Kryterion’s Success
When asked what he considers fundamental to Kryterion’s success, Glenn’s answer is simple: the team. “Our collective commitment to excellence and service makes all the difference,” he asserts. His respect for his colleagues’ dedication and the value they place on delivering quality experiences resonates throughout his work.
Advice for New Team Members
Glenn has a single, powerful piece of advice for new members of Kryterion’s Technology Development Services (TDS) team: keep asking questions until you fully understand the answer. “Understanding is the most powerful tool at our disposal,” he emphasizes. Acknowledging that it takes courage to admit not knowing something, he believes that persistence and curiosity are essential for learning and growth. By fostering a culture of curiosity, Kryterion empowers its team to achieve collective success.
Thank you, Glenn!
Glenn’s journey from poetry to technical writing, his unwavering attention to detail, and his commitment to client satisfaction reflect the values that drive Kryterion forward. His story, punctuated by accolades like the Kryterion Innovation Award, is a reminder that adaptability, service, and a passion for excellence are the cornerstones of lasting success at Kryterion. His impact on Kryterion’s legacy is undeniable, and we thank you, Glenn, for all the clarity, dedication, and heart you’ve brought to Kryterion.
About Kryterion Inc.
Kryterion Inc. is a global leader in innovative testing and credentialing solutions, helping organizations across various sectors develop and manage their assessments with our advanced test development platform and multi-modal delivery solutions. Established in 2001, Kryterion offers secure, integrated services and extensive support, empowering candidates to demonstrate skills and achieve success in world-class careers.
