Excellence in Business Communication, 13th Edition
Chapter 10. Writing Negative Messages
"Managing a business crisis has become increasingly challenging in the world of 24-hour news and Twitter.
"Think about the people at work who are part of your network — the individuals who help you improve your performance or provide you with emotional support when you are going through a tough spell.
"Chronically-negative people can slow down your momentum and sabotage real success.
According to Scott Meacham (photo, left), "I can't think of a single entrepreneur I've worked with who ever intended to fail.
"Two University of Louisville crisis management experts say that this week's United Airlines public relations fiasco is something that every business can take a lesson (or three) from.
"It’s not just the application, interview and hiring that brings you the best people.
"Instead of privately contacting businesses, consumers are turning to Twitter to voice their issues publicly.
"It's no secret that bad customers service drives consumers nuts.
"Pinpointing your customers’ needs better may lead to better sales—but you’ve got to do some legwork first.
Chris Lake (photo, left) offers his advice at SearchEngineWatch.
Paco Underhill (photo, left) reports on the topic of "more vs.
"Think it’s easy to leverage social media to provide customer service to customers?
"The Agnes + Day crisis intelligence team has designed an infographic that showcases the very important 10 new rules of crisis communications.
Will wearable technologies influence business and business communication?
Josh Dzieza reports on how "the rating game" has changed things.
"Everyone today realizes the importance of digital technology and social media.
From ConsumerReports.
In discussing a 2014 handling of rejection emails sent to applicants to John Hopkins University Lynn Gaertner-Johnston writes the following:
"In his excellent book On Apology, Dr.
Micah Solomon (photo, left), contributor at Forbes.
Jo Eismont covers the topic at TheMuse.
"Probably the most important reason to respond to comments—both negative and positive—is that everyone else is reading them.
"Asiana Airlines flight 214 crashed upon landing at San Francisco International Airport on June 6, 2013.
Deborah Schoeberlein (photo, left) reports.