If I mention the word “psycho,”, there’s a very good chance that a certain black and white image will spring to mind: water trickling into a shower drain, slowly being supplanted by a darker fluid, all punctuated by ear-piercing shrieks. There’s also a very good chance that you just shuddered a little. Assuming that image … Read more
I’d like to see more organizations put as much work into implementing their mission statements as they do in drafting them. Mission statements, vision maps, shared goals, value statements and all their frame-worthy cousins fascinate me, though I confess it’s in a cynical way. Everyone has them, but I’m not sure why. I suspect it’s … Read more
The other day, I had a Convenience Store Experience. I didn’t start the day with the goal of having a Convenience Store Experience. In fact, I didn’t even know that such a thing existed. But as I pumped liquid gold into my car, the too-loud oldies music on the PA system stopped. A perky recorded … Read more
Did you realize that medical students in New Orleans are drugging visitors and stealing their kidneys? Or that the toilets in a major U.S. airport are full of venomous spiders? Or that people don’t read anymore, so you need to keep copy as short as possible? Looking for a common thread? It’s simple — all … Read more
A recent visit to a healthcare provider provided an excellent example of how bad customer service — even before an employee opens their mouth — can undo the most carefully crafted business image. The facility for this healthcare provider is brilliantly designed. The interior décor is tasteful, with many deliberate touches and special finishes creating … Read more
Most people don’t agonize about how communication works. We simply do it. If we leave agonizing to the academics, we can break communication into three parts. There’s the composition of what’s going to be communicated, the delivery of that message, and its reception by another party. As a writer who helps companies and other organizations … Read more
Deciding how to structure white papers is important before you begin to write them. While blog posts these days are typically between 700 and 1000 words, white papers are generally between 1500 and 5000 words. That typically works out to 6 to 20 printed pages. However, you shouldn’t set an arbitrary length. Instead, focus on … Read more
If you bring a group of business owners or managers together and ask them the most effective way to promote their organizations, you’ll get a wide range of answers and little agreement. One may insist on blogging, another on radio spots, a third on coupon envelopes, and a fourth may affirm billboards are the only … Read more
We enjoyed the quick-service restaurant’s food, but their service was often way beyond poky. That evening, I called in our large order and was told it would be ready at 5:45. Arriving at exactly 5:46, I discovered that only was my order not ready; nobody had even begun to prepare my food. The manager shrugged, … Read more
Recently presented a webinar on writing for the web for Level Two Coworking in Plainfield. I appreciate the opportunity to educate businesses about making their online presence more effective!