Customer service communicates values, part 2

Actions speak louder

Last week we talked about how customer service (as in actions) communicates a company’s values far better than any fancy slogans, and we gave an example of a business that was doing it right.

I also promised to talk about a different experience. Continue reading “Customer service communicates values, part 2”

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Censorship just boosts message spread

Despite the title, I know that not all censorship boosts communication. Repression and violence coupled with censorship can prevent a message from getting out. Nevertheless, it strikes me that censorship attempts in a free (or at least semi-free) society usually backfire.

Thanks to Learning with ‘e’s for pointing this one out.

A Scottish local authority thought a 9-year-old’s blog was making them look bad, and tried to shut her down. The result: her blog has now registered nearly 4 million hits, which means that a ton more people know how bad the food in her school is than otherwise would have. Continue reading “Censorship just boosts message spread”

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Customer service communicates values, part 1

 Actions speak louder

Remember that old saying? Attributed to Ralph Waldo Emerson, but probably a simplification of the original, the saying is, “What you do thunders so loudly, I can’t hear what you’re saying.” Lost to history is the origin of the underlying principle, “Actions speak louder than words.” Modern communication scholarship confirms that when behavior and words contradict, we believe the nonverbal communication.

That’s why customer service communicates so clearly. When companies declare how important their customers are, and yet their policies and actions say otherwise, then guess what? Continue reading “Customer service communicates values, part 1”

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A new look at journalism

Kristen King (no relation to me, as far as I know) attended the Region 2 conference of the Society of Professional Journalists, and shared her summaries of several of the sessions. This is very useful information for information workers of any sort, but particularly for journalism and even PR students. This is boiled-down, pure, cutting-edge information. Take the time.

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Thinking in terms of benefits

Speech and PR students, listen up: “Website Copy with Benefits: James’ Take” gets at a critical component of persuasion concretely. Unsurprisingly, it gets at audience analysis, in the sense of “understanding your audience, look at it from their point of view.” Go, go, read it all. Please, before your next persuasive speech or copywriting exercise.

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