A New Approach for the RFP Process
"Because it's the way we've always done it..." It's not the best reason for continuing a process, but it's often the most common. But what if you…
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Don’t Just Launch ‘Em and Leave ‘Em - Ongoing Support is Key
Last week, I shared my thoughts on the value of a foundational part of our support structure -- service level agreements. Today, I want to give you…
Putting the Focus on Your End User
We have a simple adage when it comes to understanding customer needs, desires, and challenges – if you want to know what they want, just ask. Yet too…
Three Social Trends; Three Valuable Lessons
OK, we are officially in 2017 now, but it still feels right to look back on the 2016 that was and continue our review of the past year -- and the…
The (Sometimes) Inexact Science of Measurement
I was at a shortlist presentation yesterday when asked about web success metrics and examples of successful metrics that we've helped some of our…
How To Proceed Without In-Person Discovery
What a difference a month, or so, makes right? The old adage states that necessity is the mother of invention -- and travel restrictions and physical…
Reviewing, Reporting, Communications - Six Foundational Items that Transcend All
A few weeks ago, I had the honour of teaching a class at Western's Faculty of Information & Media Studies. The instructor, Dan Brown, is a friend of…
There's No Such Thing as a Brand Journalist, But You Can Use Journalism to Tell Your Story
The Holy Grail for any company, when it comes to promotion, is positive earned media -- getting your story out to the masses, through a neutral third…
Snowstorm Lessons: Clearing a Path to Success
We got a bit of snow in London today. Nothing blizzard-like, mind you, but more than enough to make it tough to get around. Walking to work, I…
Sage Social Business Advice from an 11-Year-Old
My daughter and I are both at a wonderful age: she's at the age where I still matter, I'm one of her heroes, and all that fun stuff. And I'm at the…