Category Archives: learning organisation

Why Facebook and Google’s strengths are their strategic weakness: privacy and search logic become their downfall.

Posted on December 26, 2011 by lawrence serewicz

Google and Facebook are similar in many ways because they both work to find ways to profit from their service users.  In their own way, they want to take advantage of their respective strengths.  Yet, in this task, they show … Continue reading →

Posted in information management, innovation, learning organisation, records management | Tagged , , , , | 1 Comment

Media response to a political crisis is different from business crisis: lessons for Microsoft

Posted on November 22, 2011 by lawrence serewicz

The difference between a political crisis and a business crisis, from a media response perspective might be small, but it is important.  The structure to a political crisis has a different focus and context. Politics is structured around wrestling in … Continue reading →

Posted in change, learning organisation | Tagged , , | 1 Comment

Does the fish rot from the head down? When organisations go toxic

Posted on November 21, 2011 by lawrence serewicz

An ancient phrase says that a fish rots from the head down.  The phrase is known in China as well as Europe in the middle ages. http://www.phrases.org.uk/meanings/fish-rot-from-the-head-down.html  What is interesting about the consistency between the meanings for the phrase is … Continue reading →

Posted in change managment, learning organisation, local government, management | Tagged , , , , , | 5 Comments

Words that kill customer service

Posted on November 5, 2011 by lawrence serewicz

When dealing with customers, the language you use can mean the difference between a satisfied customer and a lost customer.  In particular, when trying to recover a customer, such as following a complaint, it is important to avoid these words.  … Continue reading →

Posted in customer service, learning organisation, management | Tagged , , , , | 2 Comments

The Tyranny of Time: the other side of open data

Posted on October 7, 2011 by lawrence serewicz

I came across the following reference to time within the retail sector and it made me consider how local government, or any business, thinks about time. An old saying in the retail industry is that: ‘If information is available monthly, … Continue reading →

Posted in change managment, customer service, innovation, learning organisation, local government | Tagged , , , , | Comments Off on The Tyranny of Time: the other side of open data

Owning the problem: using complaints as an improvement tool

Posted on September 29, 2011 by lawrence serewicz

In books on management, there is often a tendency to look at the large or strategic issues that a company faces. The company has to have vision and a strategy for achieving the vision. Without a strategy or a vision, … Continue reading →

Posted in customer service, data protection act, information management, innovation, learning organisation | Tagged , , | 1 Comment