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If you spend any length of time away from email, it becomes pretty evident that you don’t need to react to (or even see) the bulk of the messages hitting your inbox. Like most people, my email blends important messages with stuff that’s interesting, but can be read later, with quasi-spam messages that I can [...]

Almost every company talks about the importance of customer service, but aligning that talk with action is often a different story. The gap is even larger if you consider the way companies act toward people who aren’t customers. Many companies surprisingly aren’t especially inviting toward people who may be considering doing business with them. Take [...]

Had an interesting reminder this week that the tool you’re using to create online copy can influence on how well your audience can understand that text. Armed with a shiny new netbook, I was happily sitting in the local library drafting copy with the Google Docs online word processor. As I checked the text, I [...]

Start by Listening Just like any offline club that has unofficial customs, social networks such as Twitter have expectations about the right way to behave that extend beyond obvious suggestions such as, “Don’t be a jerk.” As we mentioned in Part 1, effective Twitter use revolves more around conversation than promotion, which means its main [...]