There is no escaping modern communication technology. In business, you must use email, a smart phone and some sort of online meeting program. These tools certainly can be more directly cost-efficient than conversing and meeting the old-fashioned (human) way. But unless they are used with some balance, [...]
Last month, The Globe & Mail ran an opinion piece on the state of today’s world, “Information-rich and attention-poor.” The basic idea, as you can guess from the appropriately descriptive title, isn’t ground-breaking news. But the author, Peter Nicholson, is President of an organisation called [...]
I understand the need to make businesses more efficient, but I get the uncomfortable feeling that there is a head-long rush to cut people out of customer contact at every possible opportunity. Even in customer service, and that can never be good for the customer. [...]