From an early age, we’re taught to put on a happy face, no matter what happens. So when I reference something in copy that could be perceived as negative, many clients are quick to request its replacement by something with a bigger smile. Generally, that’s not a good idea. Sometimes, what’s negative is actually far … Read more
From time to time, I get requests to write something that clarifies a client’s existing instructions or procedures. When I ask the reason, I’m nearly always told that the customers or other audience just doesn’t understand. They aren’t doing what we want them to do or following the steps in the order we prefer. My … Read more
Singer/guitarist Kurt Cobain had a profound and positive impact on rock music, but I blame his band’s second album for perpetuating a spelling error that is becoming increasingly common. That album was 1991’s “Nevermind,” a title Cobain chose in part because he knew it was incorrect. How so? “Nevermind” isn’t a word. The expression is … Read more
Are you unique? That’s good. Are you very unique? Probably not. No, I’m not suggesting that individuality is a bad thing. In fact, it’s a very good thing. And the word “unique” should be a very good word. Unfortunately, it’s misused so often that it is losing its uniqueness. In simple terms, “unique” means “singular” … Read more
Have you ever attended a spouse’s office party and not been sure how to react when someone’s comment sends the room into gales of laughter? Someone says something like, “Yeah, but don’t ever hand Karen a glass of milk,” and everyone but you collapses into convulsions of hysterical laughter. You glance at your spouse, who … Read more
Imagine the average math professor being asked to lecture to kindergartners. As he described chaos theory, the group would become so baffled and bored that it would revert to real chaos. Now imagine that one of your company’s engineers is sitting across the table from one of your product’s end-users. Would they have a mutually … Read more
One of my most successful projects began when I received an assignment to rescue a doomed newsletter for companies providing towing services to a motor club’s members. The newsletter wasn’t being read and the motor club didn’t understand why. It was full of valuable and important information, but nobody seemed to be paying attention, and … Read more
There’s a common misconception about what people like me do for a living: that when our fingers make that initial contact with the keyboard, brilliance flows forth, creating first drafts that are truly works of art. The reality is quite different. If you read my typical first draft of copy for an article, a website, … Read more
Worried that you might lose a customer, client, or supporter because of something you do? My experience has taught me that more losses are caused by what you don’t do. Lousy customer service will certainly lose a piece of business now and then. But what I call benign neglect is one of the most consistent … Read more
About what you say in your marketing materials, that is. I wish that weren’t the case, but it’s absolutely true. I may spend hours trying to get a paragraph just right, even though I know that the audience is only going to glance at it for a couple seconds. You’d never know that from the … Read more