The vocabulary, without the vagueness.

Ontario legislation setting accessibility requirements, including for websites. Obligations vary by organisation type and size, and the web requirements reference WCAG at a specified level.

Structuring content and markup so AI assistants can find, understand and cite it. Overlaps heavily with good technical SEO but weights structured data, definitional clarity and citable specifics more highly.

Every piece of software a business runs on, plus the configuration and integration between them. Distinct from infrastructure, which an MSP owns, and from individual products, which vendors own.

A priced amendment to an agreed project scope. Under FBSC these are surfaced and approved before work happens rather than appearing on an invoice.

A documented record of who handled physical records, when, and what happened to them. Standard practice in onsite document conversion and frequently the thing that stalls a deal when absent.

Software built by non-developers using low-code tools. Genuinely useful, and the most common source of unmaintained automation once the builder changes role.

Improving the proportion of visitors who take a desired action, driven by measurement and testing rather than opinion.

A structured format for exchanging documents like purchase orders and invoices between businesses. Common in distribution and frequently requested by larger customers.

The date after which a vendor stops issuing security patches. Distinct from end of sale and end of mainstream support, and usually the wrong date to plan against.

The system running core business operations — orders, inventory, finance, purchasing. Usually the most customised and least documented system in the business.

Our project methodology. The budget is fixed before work starts, scope changes are surfaced and priced before anyone acts on them, and exclusions are written as explicitly as inclusions.

Software still in use that is no longer actively developed, no longer supported, or no longer understood by anyone available. The third definition is the one that causes problems.

Production planning based on demand, inventory and lead times. Often a module of an ERP, sometimes a separate system in smaller manufacturers.

A firm managing infrastructure — networks, servers, endpoints, security, backups. Not the same as application management, and a good MSP is worth keeping.

A mechanism letting a buyer browse a supplier's catalogue from inside their own procurement system. Commonly requested by large customers in distribution.

Canadian federal privacy legislation governing how organisations handle personal information. Relevant whenever records being digitised contain personal data.

Documenting how work actually happens, including the workarounds. Distinct from documenting how it is supposed to happen, which is what most procedure manuals contain.

Published commitments on response and resolution times, ideally with consequences attached. An unlimited service without one is a promise rather than an agreement.

Written instructions for a recurring task. Useful in proportion to how recently they were updated and how findable they are at the point of work.

NetSuite's customisation scripting language. Most mature NetSuite estates contain scripts nobody has read in several years.

The accumulated cost of decisions that were reasonable at the time and constrain you now. Not a moral failing; a normal consequence of software surviving longer than its assumptions.

Software managing carrier selection, rating, routing and freight. Frequently doesn't talk to the WMS, which is where logistics integration work concentrates.

The international accessibility standard that AODA and most other legislation references. Organised into levels, with legislation specifying which applies.

Software managing receiving, put-away, picking and shipping inside a warehouse. Often the most operationally critical and least integrated system a distributor runs.