November 27, 2011
To talk, both people must be free at the same time. This is rarely the case in business. Only one-half of business phone calls find the intended receiver in the office on the first try. But when you send a letter or memo, the recipient can read it when it’s most convenient. Even more important, [...]
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October 18, 2011
Few organizations exist in order to communicate. Most have another purpose: to sell a product or service, to supply a social need, to implement plans and policies. Yet to do these things, organizations spend an enormous amount of time, energy, and money communicating. People in organizations communicate in many ways: face-to-face in two-person discussions, in [...]
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Making Things Happen
September 20, 2010After reviewing the operations of the department and collecting data from internal and external customers, Bob worked up a checklist of things that would need to be done to bring the organization up to a world-class level of performance. At the heart of Bob’s plan was a complete revamping of the department’s system of measuring [...]