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- More words and phrases that kill customer service
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Category Archives: compliance
Why do you work for the Sun?
For a number of years, people have campaigned against the Sun newspaper. The rallying cry is “Don’t buy the Sun”.[1] The movement emerged after the Sun’s infamous and defamatory headline.[2] The campaign has grown with the advent of social media. … Continue reading
Posted in compliance, culture, learning organisation, management
Tagged hillsborough, Katie Hopkins, Rupert Murdoch, The sun, United Kingdom, Western world
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If you work at Fox News, you enabled Roger Ailes
For 20 years, Roger Ailes ruled over Fox News like a personal fiefdom. He was in control and everyone knew it. If you did not do as he wanted, you would soon find that you were no longer needed. Even … Continue reading
Posted in change, compliance, coruption, culture, path dependency, renewal
Tagged 21st Century Fox, Chairman, Fox Broadcasting Company, Fox News Channel, Greta Van Susteren, Gretchen Carlson, Lawsuit, moral conscience, Roger Ailes, Rupert Murdoch
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Who was going to stop Roger Ailes?
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
Posted in bureaucracy, change managment, compliance, coruption, culture, leadership, Uncategorized
Tagged Donald Trump, Fox News Channel, Gretchen Carlson, Republican Party United States, Roger Ailes, Sexual harassment, The New York Times
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Friend or Foe? The state’s only question about your digital identity
The major issue for the web is how to identify a user. At first glance, this seems an obvious question. We know who someone is by the IP address and the owner of the computer. Except that is not always … Continue reading
Posted in compliance, elearning, information management, privacy, records management, Uncategorized
Tagged digital domain, identity, NSA, physical domain, Privacy, surveillance, web
1 Comment
Vexatious What the public sector calls a troll?
On the web, people who are argumentative, rude, or even threatening are called trolls. People block them and shun them from contact. In extreme cases, they can be banned from the social media platforms. The same process occurs in the … Continue reading
Posted in bureaucracy, compliance, coruption, Uncategorized
Tagged complaints, customer service, FOIA, Public sector, troll, vexatious
6 Comments
The Facebook experiment and the web’s ethical void
The Facebook Experiment has upset many people.[1] In the experiment, which was conducted in 2012, Facebook manipulated the timelines of some of its users. They filled it with good or bad news to study its effect on the user’s mood. … Continue reading
Posted in compliance, learning organisation, management, privacy, Uncategorized
Tagged digital domain, ethical content, Ethics, Facebook, Facebook Experiment, Hans Kelsen, Law, Lawyer, Legal ethics, Nazi, Weimar Republic
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The myth of the transparent organisation.
We will hear that transparency is good for organisations and organisations will even tout their transparency. In many cases, the organisations believe what they are doing is transparent. They publish information on a regular basis that describes decisions, financial positions, … Continue reading
Posted in compliance, coruption, learning organisation, transparency
Tagged Accountability, Business, Enron, management, Organization, transparency, United States
1 Comment
How to write transparent investigation reports
In the age of Freedom of Information, public sector organisations, including the police, have to be prepared to respond to FOI requests for how they conduct investigations. For some organisations and some situations, the investigation report is made public such … Continue reading
Posted in compliance, customer service, learning organisation, management, privacy
Tagged Business, criminal investigation, FOIA, Freedom of information, Freedom of Information Act, Freedom of information laws by country, investigation, investigation report, Question, United States
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8 Steps to ensure your investigation does not appear to be a cover-up
This post has been removed as it has been superseded by the post How to write transparent investigation reports. I would like to thank Donna Boehme of the Compliance Strategists for comments on 8 Steps to ensure your investigation does … Continue reading
Posted in compliance, coruption, information management, learning organisation, local government, management
Tagged Complaint, Freedom of information, investigation report, Organization, People, Terms of reference
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Thoughts on the Trust, Risk, Information and the Law Conference (#TRILCon)
On the 29th of April, I attended the TRIL Trust, Risk, Information and the Law Conference, in Winchester hosted by the University’s Centre for Information Rights. The conference was well organised with about 60 attendees. The day was structured with … Continue reading
