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…

Fake it 'til you make it? It's debatable as to whether or not it works. But when it comes to creating content that resonates, it's better to wait for…

Deterring abuse is good. Deterring disagreement is not. And the key for businesses is learning to understand that the latter does not equal the former…

It’s election season in our hometown of London, ON -- actually, it’s been election season since May 9th (we just seem to go from one [provincial] to…

When it comes to developing content for your business’ Web site, does sex matter to you? Should it? Only if you believe the hype. Before I go any…

Sometimes the most valuable conversations about your business don't even involve you. If you're not aware about how to effectively eavesdrop on these…

Does a document have to be weighty to carry weight? Does the more syllables used in a word add more gravitas to the statement? Or is an abundance of…

Here's the thing about trends -- they tend to fizzle out. So instead of trying to catch a wave of popularity, businesses should focus on providing…

While it is unfortunate enough when a process is inaccessible, it is far more frustrating when those in charge of the process expect users with…