Category Archives: management

Outsourcing Records Management and Archives: A hypothesis in search of evidence

Posted on November 26, 2011 by lawrence serewicz

In today’s financially constrained times, there is a search to find ways to do more with less yet increase efficiency and effectiveness with records management.  One area where savings and efficiencies have been promised is in records management.***  In particular, … Continue reading →

Posted in knowledge worker, local government, management, records management | 4 Comments

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 future of the Middle Manager: sense making in a social media age

Posted on October 23, 2011 by lawrence serewicz

There is a debate over the future of middle managers. (See for example Lynda Gratton’s article) http://hbr.org/2011/01/column-the-end-of-the-middle-manager/ar/1 at its heart, the question is whether middle manager still have a role. If their tasks are changed or replaced by technology, are … Continue reading →

Posted in change managment, knowledge worker, local government, management | Tagged , , , , | 3 Comments