Welcome to my blog.
I'll be updating it frequently and share views and ideas that I hope you'll find interesting.
“You can’t just ask customers what they want and then give that to them. By the time you get it built, they’ll want something new”.
The death of Steve Jobs, and the impact he had on society and business has filled vast areas of the media in the last week. I’m not going to talk about that – others are more capable – but will look at an aspect of his approach and philosophy that can apply to every organisation, not just Apple.
Jobs’ quote above demonstrates his belief in always looking ahead.
“Making the new familiar and the familiar new”.
According to Stephen Fry this is a definition of poetry, but it’s also absolutely true of good marketing.
A new product, organisation or service will each be an unknown quantity. The unfamiliar organisation or service or, indeed, situation makes us less likely to feel comfortable
I confess. I’ve got Olympics tickets. Not sure which ones but I know I’ve had some success in the ballot. Those of you who haven’t been lucky may start hissing now but I think the process was as fair as possible. Would I feel the same way if I hadn’t been fortunate? I honestly can’t say but the whole communications process around Olympic ticketing should have had some affect.
“Four hundred years ago you were executed as a witch if you said you’d had a vision, now they’re compulsory”. I heard this at a conference and it’s stayed with me when working with clients. It seems that every organisation has articulated, or wants to develop, its “vision”. Interestingly, many of them struggle to describe what they see.
First impressions are definitely important. Sometimes later experience causes us to revise our assessment of a person or organisation but not always. That’s why getting off on the right foot is a key part of building reputation, trust, and custom.
Posted on: 6th March 2011.
Surely it’s time for BAA (or any airport operator) to get all their airlines together and construct an unambiguous communications plan that spells out who is responsible for what? Total clarity on the frequency of updates, who communicates about specific flights, who about passenger facilities for those delayed, etc. It’s a sensible pooling of the expertise and resources that exist.
Posted on: 22nd December 2010.
I have a big sense of déjà vu about the government’s claim that it will bring new openness to public services. That it will somehow create a new “citizen accountability” on the part of schools, hospitals, councils etc. I can’t help but feel that it’s been done before and that some of the new proposals are more about being seen to do something rather than actions that will deliver great benefits to anyone.
Posted on: 10th November 2010.
Regardless of our individual political or philosophical stances, we will have to look for the best way to identify and maximise opportunities in the new financial and policy arena. Rightly or wrongly this is the future we have to work in. It is the future in which all those committed to public service must still explore ways of delivering the best possible outcomes for students or patients, and for colleagues and staff.
Communications can be a soft target. But a slash and burn approach to them can be very counterproductive
Posted on: 29th September 2010.
“Made from real ingredients”. So read the packet of Walkers Thai Chilli crisps I bought this week. It took me a few moments to check whether it was me being thick or the manufacturer spouting words that had no value. On this occasion it was definitely the latter.
Posted on: 9th September 2010.
Has Michael Gove got it right? The usual answer to this question , certainly amongst educators, would be an overwhelming “no”.
But on this occasion I’d say, and not in a grudging way, he’s bang on with a pronouncement. The Secretary of State has told his civil servants to mind their language when writing letters. To make them clear, straightforward, and without waffle.Read more ...