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- More words and phrases that kill customer service
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- Why Facebook and Google’s strengths are their strategic weakness: privacy and search logic become their downfall.
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Category Archives: change managment
For 27 years, the South Yorkshire Police (SYP) were institutionally silent about their Hillsborough failures. For 27 years the officers maintained their silence. For 27 years, they fought hard to deny the truth. The issue was not a dispute over … Continue reading
In any organisation, the question is never “how did sexual harassment occur”, it is “who is going to stop it?” The organisation will not stop it unless someone stops him. The organisation as organisation will simply continue to function as … Continue reading
Do you know what information your managers need to do their jobs?
How much of the data is for control and how much for information?
The answers to Drucker’s questions will tell how close you are to an information organisation Continue reading
In any organisation, you have to discuss bad news but few people consider where it is discussed. How you discuss bad news will influence, if not determine, the success of your company. The issue is more than critical upwards communication … Continue reading
Is quality or timeliness the key to FOIA success? If you work with freedom of information, you face an eternal debate: is it better to have a lower quality response on time or a complete response that is overdue. In … Continue reading