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Category Archives: management
Three ways to check your company’s health
Most chief executives think that they can understand their organisation by what is going right. They look at performance indicators to see what is green, what is delivering the best results and what offers the most profits. For an individual, … Continue reading
Posted in culture, customer service, learning organisation, management
Tagged Business, Chief Executive, Chief executive officer, corporate culture, disciplinary, grievance, learning organisation, management, organisation, Organizational culture
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When will the professional troll hunters and RAT catchers emerge?
We have seen the recent headlines that anonymous trolls have been identified on Twitter and other social media sites so that people can take legal action. In most cases, the trolls are known or do little to hide their … Continue reading
Posted in knowledge worker, management, Uncategorized
Tagged Business, consultancy, Facebook, FLAME, hackers, IP address, Knowledge Management, Snowden, Social network, troll, Trollhunter, Twitter, United States
1 Comment
Is the tech revolution helping or replacing the front-line worker?
I have noticed some trends in recent statements about the future of work that I want to explore with this post. The middle manager is now the front-line worker and is soon to be replaced. The first is that the future technological work … Continue reading
Posted in change managment, culture, information management, management, Uncategorized
Tagged Business, Frontline, Knowledge Management, Knowledge worker, Social work, technology, Wall Street, Work
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How well does your company handle a fire drill?
As a chief executive or as a senior manager, you will want to know the health of your organisation. You will want to know if the organisation can carry out your vision. Are staff engaged with the company? Will they … Continue reading
Posted in change managment, leadership, learning organisation, management
Tagged Business, Communication, Drill, Fire alarm system, Fire drill, management, Organization, Senior management
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The tide is coming in: Archives and the digital tsunami
Like all businesses, archives face the challenges from the social media economy.[1] For most people archives can seem a dusty forgotten place that only scholars or researchers would have an interest. In many ways, this is true because it is … Continue reading
To get better complaints: help the customer to complain
I read this HBR blog and thought about how it could be applied to complaints. When a problem occurs, an organisation will often wait until someone before trying to fix the issue. As most organisations do not work actively to … Continue reading
Posted in customer service, management
Tagged Company, Complaint, Customer, Customer experience, Customer Management, customer service, Facebook, Twitter
4 Comments
Systems thinking for middle managers: workplace democracy in action.
As middle manager, I have been thinking a lot about how I do my job. As a colleague explained to me, “We are the jam in the sandwich.” I liked the idea because it shows a central, sweet, and connective … Continue reading
In the age of social media, will your Chief Executive sort your mail?
The question is shocking, as it seems impossible. Yet, in today’s social media enhanced workplace, the potential is implicit within the technology. We would not expect a Chief executive to open a company’s mail, sort it and deliver it. Yet, … Continue reading
Posted in change managment, leadership, management
Tagged Business, Chief executive officer, Project manager, Richard Nixon, Senior management, social media, Strategic planning, United States
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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
Posted in culture, customer service, leadership, management
Tagged Business, Business Services, Chief executive officer, Complaint, Customer, Customer Management, customer service, Education and Training, leadership, United States
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Thoughts on management 
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