Category Archives: culture

Is augmented reality the future for archives in a digital age?

I have been thinking about the future of archives for the next 20 years and how services will be delivered.  I am interested in how the public (archive users) will access the archives. In particular, I am interested in how … Continue reading

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Need to improve your customer service? Have your Chief Executive sign the complaint responses

Sometimes you have trouble with customer service. Try as you might, you cannot find a way to improve it. What may exist is a gap between the senior management and the frontlines regarding customer service. In many ways, the senior … Continue reading

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Four questions for George Entwistle at parliament on 23 October 2012

When George Entwistle answers questions before the Culture, Media, and Sport Committee on Tuesday 23 October 2012, the committee will face several challenges.  First, the committee will show the public’s interest about the withdrawal of the Newsnight programme.  On the … Continue reading

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Are you aware of how your solution has unintended consequences?

In trying to manage, it is important to start by understanding the issue or the problem before trying to solve it. As Peter Drucker wrote, an effective executive asks, “What needs to be done?” Often times, a manager may believe … Continue reading

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What you allow to interrupt you defines your priorities

We often hear management gurus advising us that effective and successful leaders know how to prioritise their work and the work of their company. To an extent, they are correct. What is left unsaid and not discussed is how those … Continue reading

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Three reputation management reasons explain why Penn State and the NCAA settled so quickly

In the United States, the Jerry Sandusky scandal has gripped college sports unlike any scandal it has ever faced. The story centres on his criminal convictions for sexually assaulting young boys when he was a coach at Penn State and … Continue reading

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Are we all managers now?: the rise of the self-organising organisations.

The future of manager is connected to the future of work.  There has been talk of the self-organising organisation, which would cut or end the need for managers.  Instead, we are all managers now. The future of work will be … Continue reading

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Do corporate integrity programmes work or does culture eat them too?

  The Barclays fine for the LIBOR scandal and Glaxo Smith Kline (GSK)’s massive fine by regulators raises the question whether corporate integrity programmes work. All major firms have the programmes in some form either as a corporate social responsibility programme or as an … Continue reading

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Are there Good Samaritans on Wall Street if you can be taken for 9 Billion

When JP Morgan lost 9 billion dollars on a derivatives trade, many people saw it as the market functioning properly.  What made the story interesting is the scale of the losses, 9 billion dollars at last estimate.  Yet, the story … Continue reading

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The Bureaucrat and the Banker: Bob Diamond’s downfall

Bob Diamond is a shrewd, powerful, deal maker who does not understand bureaucratic politics. On Wall Street, or in the City, your word is your bond. If you cannot keep your word, you cannot do business. Lehman Brothers collapsed in … Continue reading

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