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
I passed the yard sign several times before my curiosity got the better of me. Was it an abstract watercolor in shades of gray and rose? And why was it in someone’s yard? As I walked up and studied the sign, I realized that it was promoting a community event that had nothing to do … Read more
The continued explosion of social media is a clear reminder of just how badly we humans want to connect with each other. Unfortunately, too many companies completely ignore that reality when they try to communicate with customers and prospects. Doesn’t matter whether they’re using social media posts, an email, or a website – they do … Read more
Years ago, a wise boss told me that the most affordable attorney I’d ever hire is the one I called before making a decision or taking an action. I’ve since come to realize that the same holds true with writers. I’ve often seen organizations decide to tackle writing a new website, guest blog post, or … Read more
Companies and other organizations develop technical documents like white papers and blogs to explain the advantages they offer or to educate their stakeholders about situations or issues. Unfortunately, all too often, those efforts fall short of their objectives. Their target audiences come away not knowing any more, so the organization’s team has essentially wasted the … Read more
Not so long ago, we thought of information as a prized possession that was to be guarded closely. Today, those who are willing to share their knowledge can gain a competitive advantage. As with so many things, the arrival of the digital universe changed everything. Now, when we want to know about nearly anything, a … Read more
Have you ever wondered why customers go away? Maybe it’s all about romance. Most businesses and organizations devote a substantial amount of effort and investment to landing new customers. Interestingly, very few pay attention to the other end of that process. That’s the point at which existing customers disappear. And each time that happens, you … Read more
Time after time, I’ve watched owners of reputable, high-quality businesses walk away from their hard-earned reputations and present themselves as something other than what they are. I’m not talking about deliberate deception with intent to defraud. At the risk of sounding like an amateur psychologist, it really sounds more like a problem with self-esteem. It’s … Read more
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