Featured Story

The Ecommerce Issue September 2023

Building a customer-oriented ecommerce business through better human interaction

Building a customer-oriented ecommerce business through better human interaction

In The Works: About

We’re In the Works.

A magazine for
 curious, 
thoughtful company builders who are
 leading 
with
 values 
and growing with
 grit.

Welcome. We’re glad you’re here!

In the Works is telling a new story about the founders and leaders who are intent on doing something well before doing something big.

If you’re looking for a new take on what building and growing a company looks like, this is the place. We believe there’s a whole lot more to business than rocket fuel and hustle, that we can all learn from unexpected backstories and atypical paths, and that kindness and community help all of us thrive.

So that’s us. Keep on scrolling to learn more about the content we create to empower you with creativity, tools, and community to learn, grow, lead, and enjoy the journey (even when it’s kind of a mess).

Our Values

Authenticity

We’re sharing insight, resources, and real-life experiences from builders and experts who tell it like it is.

Authenticity

Grit

We offer strategies and inspiration to help you keep doing messy, important work with perseverance and passion.

Grit

Kindness

We love telling stories that amplify the compassion, empathy, and good work that goes on in business today.

Kindness

Impact

We do and make for the greater good — to support values-driven businesses and teams, and nurture community.

Impact
Subscribe to In The Works
Grow with intention with In the Works
In The Works: Photogrid

Published by Help Scout

In the Works is published by Help Scout. Since 2011, Help Scout has been building software that helps more than 12,000 small businesses talk with their customers. We’re a remote-first company with 170 employees working from 80+ cities all over the world, and we’ve staked our reputation on being helpful, being human, and existing for profit and purpose.

In The Works: Photogrid - Published by Help Scout
In The Works: Photogrid - Work Hard and Be Nice to People
Photo courtesy of CreativeMornings London

Why is a software company publishing a magazine?

Help Scout was founded on the principle that there’s a more socially conscious and intentional way of doing business — that it’s possible to be successful while doing right by your community, the environment, and society at large. And we knew there were plenty of other founders and small businesses who felt the same way, too.

In The Works: Photogrid - Why a Software Company is Publishing a Magazine
In The Works: Photogrid

In early 2021, a small but mighty team within Help Scout started researching, writing, designing, and building In the Works. Our goal was to forge even deeper relationships with small business leaders beyond offering customer communication software and expertise. Our hope is to be a trusted partner to mission-driven founders as they grow their companies with care.

P.S. If you like how we think, you’ll probably like our product too. You can see exactly how it works right here.

Written, recorded, and designed by doers & makers

We are the creatives and developers at Help Scout who write, edit, design, and engineer our way to each issue of In the Works, while also contributing to additional content and design projects across the company.

Hillary Noble

Director of Content

Matt Plays

Creative Director

Kristen Bryant Smith

VP of Brand

Natalie Cowan

Brand Designer

Christine Kim

Brand Designer

Heather Manning

Brand Designer

Alex Haynes

Front-end Engineer

Mark Carter

Front-end Engineer

Diana Price

Content Writer

Thom Carter

Contract Writer

Ashley Tiberi

Contract Copy Editor

And many others

Freelance, in-house, past & present

In The Works: Attribution

Ready to explore? Start here.

We fill each issue of In the Works with a mix of content types — both short- and long-form, practical and inspiring, and for reading, listening, or viewing.

Feature stories

Deep dives into founders’ stories, based on interviews with folks in the thick of building and growing values-driven companies.

I'll go first: Prioritizing mental health at TestBox
Read

I'll go first: Prioritizing mental health at TestBox

Shifting the shape of the outdoor industry
Read

Shifting the shape of the outdoor industry

Sheena Allen’s plan to revolutionize banking
Read

Sheena Allen’s plan to revolutionize banking

Kathryn Finney wants everyone to win
Read

Kathryn Finney wants everyone to win

Radical self-honesty is Connie Matisse’s superpower
Read

Radical self-honesty is Connie Matisse’s superpower

Photo essays

Words and pictures that tell the story of founders and teams in the wild.

Come together now: Creative​Mornings builds connection on a global scale
Photo Story

Come together now: Creative​Mornings builds connection on a global scale

Business is blooming: A lush look inside The Sill's new storefront
Photo Story

Business is blooming: A lush look inside The Sill's new storefront

Build where you are: An inside look at Folk Detroit
Photo Story

Build where you are: An inside look at Folk Detroit

Growth articles

Practical and tactical insight and how-to content for founders who are scaling companies while staying aligned to vision and values.

Why a founder’s commitment must drive DE&I — and how to build systems for meaningful change
Grow

Why a founder’s commitment must drive DE&I — and how to build systems for meaningful change

In it together: How to build a healthy co-founder relationship that lasts
Grow

In it together: How to build a healthy co-founder relationship that lasts

Nurturing the nurturers: Creating a supportive, inclusive workplace for parents
Grow

Nurturing the nurturers: Creating a supportive, inclusive workplace for parents

In the Weeds with a pitch deck expert: Honing your story
Grow  In the Weeds

In the Weeds with a pitch deck expert: Honing your story

This is not your family: Building a healthy company culture from the start
Grow

This is not your family: Building a healthy company culture from the start

Snacks!

Short-and-sweet quick reads and thoughtful illustrations that spark ideas, prompt further reading, and offer up useful links.

It’s not imposter syndrome
Snack  Try this

It’s not imposter syndrome

Reads, listens, and follows to shake up the status quo
Snack  Bookmarked

Reads, listens, and follows to shake up the status quo

Five misconceptions about founding a company
Snack  Top 5

Five misconceptions about founding a company

The ultimate coffee shop playlist
Snack  Soundtrack

The ultimate coffee shop playlist

Reduce your company’s carbon footprint
Snack  Top 5

Reduce your company’s carbon footprint

Real Quick

Our mini-podcast highlights the voices and experiences of founders who tell it like it is, hosted by In the Works creators.

Empowering kids and teens with financial education
Listen  Real Quick

Empowering kids and teens with financial education

Consistency with Dave Bolotsky of Uncommon Goods
Listen  Real Quick

Consistency with Dave Bolotsky of Uncommon Goods

Confidence with Shelly Omílàdé Bell
Listen  Real Quick

Confidence with Shelly Omílàdé Bell

Alex Batdorf on getting sh!t done
Listen  Real Quick

Alex Batdorf on getting sh!t done

Michael Garrick relies on exercise as an outlet for stress
Listen  Real Quick

Michael Garrick relies on exercise as an outlet for stress

But wait, there’s more!

In the Works is published alongside so much other stellar content created by Help Scout. Here are a few other places you might want to explore:

Help Scout Blog

Insights on customer service, our product, and company growth and culture.

The Supportive Weekly

From Help Scout’s Mathew Patterson, an email newsletter about customer service that manages to be illuminating and funny, often at the same time. You can also check out The Supportive, Mat’s blog series by the same name.

In the Works
Featured Founder Directory

We love meeting founders who are building companies with purpose and making an impact — and sharing their stories. Check out the people and businesses featured in past issues of In the Works.

Issue

Founder

Company

Story

Written, recorded, and designed by doers & makers © 2023 In the Works