Welcome to Crisis Management in the 21st Century and to Internet: The Ultimate Medium. A cross between tabloid journalism and a gladiator competition, between Pollyanna and Pandora, where minds meet and merge, clash and clamor, and where you can get more of anything you want than was EVER available at Alice’s Restaurant. The Internet has …

This Part explains the first 5 practices. Part 2 describes the last 5 strategic partnership practices. Recent and very public “white collar,” stock-fraud crimes have brought much public attention to how governance is supposed to work, but too often doesn’t. The Sarbanes Oxley Act is one example of new regulations intended to strengthen the transparency …

In Part 1, we reviewed myths 1-5. In this Part 2, we review myths 6-10 Management Consulting Myths. 6. Myth That All Consultants See the Same Problem the Same Way Each consultant brings his or her own particular view, or “lens,” through which they view organizations. Also, each has his or her particular biases and …

Purpose of this Customer Service Blog This blog helps you improve your customer service by providing articles, opinions, commentary and many related resources. The blog is for a general audience, including beginners and those advanced in customer service. The benefits of strong customer service are many, including that it ensures: Clear understanding of your customer’s …

I’m Barb Lyon and I’m the host of this blog. You can read more about me next to my picture in the sidebar. This blog will be about various aspects of customer service, will focus especially on practical tips and tools, and will include posts from guest writers. You can learn more about this blog …

Does the Pope have an in-house public relations team, or is the Vatican getting expensive, or pro bono, outside counsel to handle the latest, growing scandal over the actions — and an alleged cover-up by pre-pope Ratzinger, then a Cardinal, The Vatican’s Public Relation blunders include Hell’s 10th Circle? others — of one particularly notorious …

Impact of a Mission on Organization Development For centuries there was only one bottom line: profitability. Then people and companies interested in making the world a better place, not just making money, decided social impact should have equal billing. Fair enough. A bit later, environmental impact demanded a place at the table, so now we …

In this post, we’ll discuss one of the most important phases in strategic planning – a phase that far too often is forgotten, resulting in plans that sit untouched on shelves. The plan for a plan should be developed by a Planning Committee and should answer 15 important questions — do this before the planners …

In Part 1, we’ll review myths 1-5. In the upcoming Part 2, we’ll review myths 6-10. #1. The Myth of the “One-Way Expert” Consultant It is not uncommon that clients work from the assumption that there are consulting “experts” who can visit a client and promptly tell the client exactly what problems exist within the …

Do you have a new business, or a business that’s mature but needs some greater visibility? Are you launching a new product? If you’re a non-profit, are policy issues or board blow ups finding their way into the community you serve? Are you looking for new employees who understand what you do? These are just …