Mark Twain’s take on prevarication remains as accurate today as when he penned it: “There are three kinds of lies: lies, damned lies, and statistics.” We live in an age in which we’re overwhelmed by information, and a large share of what we consume is in the form of statistics. A key reason for that … Read more
I’ve stated many opinions in this space, but few are as likely to trigger as intense a reaction as the headline of this article. Among many executives, mission statements are a sacrosanct cornerstone of corporate governance. But I’ll stand by my statement. Now, I’m not saying that your mission statement is unimportant. After all, a … Read more
As a writer, I tend to become involved in the graphic design process only peripherally, but I still manage to learn useful lessons from it. One of the most instructive design lessons came from someone who knew absolutely nothing about typography and color theory. I’m fascinated by the process of logo design – not the … Read more
No, you didn’t read that wrong. I have a new gas meter … and I’m kind of proud. It’s not like I picked it out or anything. One day I walked into my back yard and startled a woman wearing a gas-company vest. Three days later, I received a letter informing me my ghastly, archaic … Read more
We’ve all sat in our share of frustrating meetings, but I can still remember the meeting that very nearly did me in. It took place in 1987 in a Chicago boardroom. A group of automotive industry CEOs (you’d recognize most of the company names) was meeting with a pair of representatives from a social services … Read more
Few phrases frustrate me as much as “dumbing down.” Usually, I hear it as a command (“This is technical, so dumb it down for our customers.”) or a protest (“I don’t think I should have to dumb this down!”) Both uses are offensive. Both are also clear signs the speaker doesn’t understand human communication. Years … Read more
Businesses invest quite a bit of time and money into sending messages to their customers. Unfortunately, most don’t realize that many of their actions result in other messages that may be inadvertent, but are also pretty dangerous. Financial institutions are particularly adept at delivering the wrong messages. After going through the semiannual ritual of gathering … Read more
Freelance writers and other creative suppliers are accustomed to taking calls about the services we deliver. While the calls I receive focus on learning more about what I do, they also give me great insight into the sophistication of the callers and whether I really want to do business with them. Prospects often lack experience … Read more
If you think that sending a more powerful message is the best way to get a rise out of your audience, you’re probably wrong. Oh, it’s a popular request, and people tend to equate popularity with effectiveness – just look at most presidential elections. But following the herd is rarely the most intelligent approach, and … Read more
We all have to share news we’d rather avoid now and then. Could be a cost increase. Perhaps it’s a layoff. A cutback in business hours. A product upgrade that’s been pushed back. Worse-than-expected earnings. Or a security breach. How you communicate bad news has a significant impact on your organization and its reputation. In … Read more