It's hard to keep a stiff upper lip when inside you're ready to snarl and snap. But for businesses dealing with legitimate trolls, it's what you have…

Many of you will likely be familiar with the United Airlines mistake. I'm not going to get into what happened -- and lord knows that there have been…

If you only know my from my written communications, you may not know that I have a tendency to be a bit blue in my language choices amongst friends…

We're just under three weeks away from ringing in the New Year. With the holidays approaching, this is the perfect time to reflect upon the year that…

Sometimes we use words with the best intentions but those words can lose their power and their meaning through neglect. Whether you're talking about…

Thanks to our always-connected North American business environment, our personal lives often include business – but how often should your business get…

In business and in politics, emergencies can flare up that require immediate response – but not all equal responses are created equally. Yesterday’s…

You’ve likely heard the saying, “a picture is worth a thousand words.” It’s a saying that sends writers into internal Linda-Blair-esque, head-spinning…

Yesterday, I discussed my top five negative trends in social networking, but that’s no way to end a year. Today, for my final post of 2012, I want to…

In my prior post I discussed the forbearance required of accessibility complainants. I will now cover the other side of the coin: the response I'd…