Our EOS Journey To Date: 5 Things To Know
Last week, the management team participated in their last EOS® planning session, thus ending our two year engagement with implementer, Preston True…
The Case for Treating Your Students Like Customers in Higher Education
One of the ideas that we face the greatest resistance to when working with higher education clients is understanding that students are customers. But…
A Day (or Two) in the Life of a Drupal Camp
Last week I shared with you some high-level thoughts about why I enjoy attending Drupal events. Now, for those of you who haven't had an opportunity…
Where Tech Fails, Humans Can Prevail
When you’re a company that deals in products and/or services, customer service is key to ongoing sustainability. And one key to delivering superlative…
Flight Sends Grounded AODA Expectations Soaring
My expectations about AODA and its real-life implementation may have been grounded in a frustrating reality lately, but a recent travel experience has…
Passionate Neutrality -- Biz Writing at its Finest
It’s a fine line between telling a story and being a shill – and, for business writers and media-types alike, I define that line using the following…
Real Talk on Plain Language
Why does plain language matter? Especially in Canada where we have such a high literacy rate, doesn’t everyone know how to read and comprehend content…
A Tale of Two Keynotes
A recent story about the iRobot Roomba vacuum collecting and selling data about their owners homes reminded me of two different presentations I was…
COPE-ing with Copy 101 – The Long and the Short of It
There’s one question people invariably ask when it comes to copy: “How long should I write?” You can ask a hundred different people and you’ll likely…
More Messaging Lessons from the Fringes
Word of mouth is incredibly powerful. And with the importance of social media in our lives, it's essential to your success that those words are the…