Business Communication Today, 15th Ed.
Chapter 11. Writing Negative Messages
"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.
Josh Dzieza reports on how "the rating game" has changed things.
"Everyone today realizes the importance of digital technology and social media.
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.
Deborah Schoeberlein (photo, left) reports.
Ash Roy (photo, left) weighs in on the topic.
"No one likes getting criticism," states Sue Shellenbarger in a piece at WSJ.
"Loose lips sink relationships.
When you heard that Malaysia Airlines texted loved ones of MH370's passengers that the passengers had likely perished in the South Indian Ocean, what was your reaction?
Ric Dragon (photo, left) gives a report on his conversation with Christi McNeill, project lead of social business and listening at Southwest Airlines.
Steven Gaffney (photo, left) talks about honest communication in this CommPro.
"This is the first in a three-part Business English Pod series that explores the use of many different language techniques in the context of a merger.
"Crisis communications practitioners don’t have a choice: they must integrate social networks into their planning or risk having their response to any incident become totally irrelevant," declares Patrice Cloutier (photo, left) in a guest blog at The Crisis Intelligence Blog.