Dealing with email overload

Email is amazing. I can send a message to anyone in the world in seconds, for free, regardless of which application, platform or device we are both using. But it’s been so effective at removing barriers to communication that it’s become a barrier to productivity (and wellbeing). Sound familiar? Over the last twenty years I’ve […]

Breaches – the inevitable reality

Whether you’re a consumer or employed in the public, private or third sector, the inevitable reality is that you will eventually experience an information security breach. Like death and taxes it’s not a question of if you will be breached, it’s a question of when. So how should this inevitable reality change the way we […]

Quantifying service quality

Service quality is generally typically using Key Performance Indicators (KPIs), defined in a Service Level Agreement (SLA). Not exactly an approach destined to explore the depth and breadth of the human emotional experience, is it? But if numbers don’t matter to the individual and their experience, how do you quantify service quality? I’ll start with […]

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