Finding the Essence

One of my clients is going through the process of redeveloping their website. I’m quite fortunate to be involved at ground level, working alongside their Communications Manager to provide input to the scope and also the design brief. This is kind of remarkable in...

The Quest for the ‘One’ Word

Everyone loves, a good quest, right? This is about my quest for a single word to guide me through the year. Something to help keep me focussed on my big picture goals, but making sure I’m still receptive and open to opportunities that might come up along the way.

Less is more

We’ve all heard the minimalist platitude ad nauseum – in so many contexts. This was just a pause for thought in the midst of turning some complex concepts into plain English.

Customer service: where is the love?

Why don’t we get good customer service as a matter of course? It seems so easy … it’s about empathy. And not settling for anything less than you’d want for yourself. It’s about understanding what your customer really needs; putting yourself in their shoes (or in their head, and giving a little more than expected.

Referrals – is there a downside?

Referrals can almost seem to be a double-edged sword, Can we wholly trust a recommendation from a mate or family member? Despite the obvious compliment, could there be disadvantages to receiving a recommendation?

The journey of communication excellence – how do corporate communicators get on board?

The Conversation Evolution series started as a personal articulation of recent developments in corporate communication and what would now be considered best practice in the area. This third post is intended to discuss what the new rules, models, and new ways of thinking and conversing in a hyper-connected world might mean for corporate communicators.

Models of organisational communication: why do our businesses speak the way they do? (A chicken-or-egg discussion)

Do businesses communicate in the ways that they do due to the model or style of business they are based upon, or is the business model established due to the types of conversations that were taking place as the business was being built. Does the business grow out of the communication style or does the dialogue reflect the nature of the business?

The evolution of conversation in business

The first in a series of posts about the execution of corporate communications excellence. How do organisations and their conversation models evolve? How does an organisation with a uni-directional conversation model evolve into multi-directional conversations – and does it even need to?