Excellence in Business Communication, 13th Edition
Chapter 10. Writing Negative Messages
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.
"It seems like every Crisis 101 playbook now includes taking out full page ads in a cross section of national and metro dailies to publish an open letter from the CEO," writes Lou Hoffman (photo, left).
"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.
"Just ask the organizers of the Boston Marathon or the mayor of Moore, Okla.
"Social media PR crises hit companies like tornados—out of nowhere and with deadly force," observes Peter Friedman (photo, left).
"Apology speeches are best when they actually include an apology," says Leslie Ungar, president of Electric Impulse Communications.
This flowchart embodies the rumor-response process used by the U.
More and more companies rely on the social web to influence customers before the sale and support them after; these statistics explain why social help is becoming so pervasive.
"People are taking to your digital properties with pitchforks and lit torches.
"If you or your CEO has been called upon by a TV news reporter to comment on a mass layoff, product recall or other urgent news situation, you know the feeling that this old Wide World of Sports adage can evoke: 'The thrill of victory and the agony of defeat,'" writes Gwen Chynoweth (photo, left).
"In a decision that could reshape the rules for online consumer reviews, a Virginia court has ruled that the popular website Yelp must turn over the names of seven reviewers who anonymously criticized a prominent local carpet cleaning business.
Professor Timothy Coombs talks about the relations between social media and crisis communication.
A well-crafted rejection letter can deflect a customer’s anger, restore their faith in your company, even encourage them to give you another chance.
I just finished reading an interesting book titled Annoying by science writers Joe Palca and Flora Lichtman (2011).
On any given day we're lied to from 10 to 200 times, and the clues to detect those lies can be subtle and counter-intuitive.
Your colleague Jim calls you “honey,” makes cracks about women drivers, and suggests that you be the one to shop for the retirement gift for Bob because “women like that sort of thing.
Simon Dumenco (photo, left) sees a market for a YouTube corporate apology channel to go along with the 100 new YouTube channels "born of just-announced partnerships with professional content producers.
This is the second of a two-part Business English Pod series on giving bad news and and discussing layoffs.