If listening is half of communicating, it should be half of what employee communicators do

Listening to employees should be an internal communications responsibility

An employee at an A&W root beer stand near the airport in Washington, D.C. noticed something interesting. Some customers were dropping the meals and snacks they bought into their carry-ons. The behavior increased over time. The employee told his boss about it and his boss listened, adding a new service: delivering boxed lunches to planes on the tarmac. That led American Airlines to start ordering the prepackaged lunches for 22 flights daily. Since then, the service has expanded to more than 100 airports, bringing revenue to the franchise root beer stand it might never have seen had it not been for an observant employee and a boss… Read More »

FIR Podcast #35: Everybody hates change

Cross-posted from the FIR Podcast Network

Today’s panel features DomainSkate COO Howard Greenstein, Scott Monty Strategies founder Scott Monty, and Trafalgar Communications principal Donna Papacosta, along with host Shel Holtz, exploring these topics:

  • Facebook’s Trending Topics kerfuffle, what it means for communicators, and the broader implications of trying to get a message across to people who live in the “filter bubble”
  • Instagram’s new logo, which (if you just read tweets in the first 24 hours) everybody hated
  • The state of domain fraud, how it’s like sexually transmitted diseases, and why it means IT and marketing… Read More »

Friday Wrap #164: CEO’s hologram attends a meeting, Microsoft touts bots, bot writers are in demand

Friday Wrap #164The Friday Wrap is my weekly collection of news stories, posts, studies, and reports designed to help organizational communicators stay current on the trends and technology that affect their jobs. These may be items that flew under the radar while other stories grabbed big headlines. As always, I collect material from which I select Wrap stories (as well as stories to report on the For Immediate Release podcast, along with stuff I just want to remember to read) on my link blog, which you’re welcome to follow. If you want to make sure you never miss an edition of the Wrap, subscribe to my weekly email newsletter.


Special Notice:… Read More »

Friday Wrap #134: Snapchat deceived, Palm’s return, email’s dominance, McDonald’s beacons, and more

Friday Wrap 789
Flickr photo courtesy of Jeff Golden
I hope your New Year’s celebrations were fun and safe. Now it’s time to get on with the promise of the new year by keeping up with the latest developments, news, research, and ideas culled from around the web, notably those items that didn’t get a lot of attention. I select the items from my link blog, where I collect whatever strikes me as interesting; the link blog—which you’re welcome to follow—is also the source for stories I cover on my podcast. As you might expect, it has been a slow week, but there were still some interesting reports.


Snapchat deceived customers, FTC says—The U.S.… Read More »

Friday Wrap #131: Agency settles with FTC, Instagram overtakes Twitter, employees expand reach

Friday Wrap #131
Flickr photo courtesy of Retis
The Friday Wrap is my weekly collection of articles, posts, and reports that may not have risen to the top of your news feed but still can add value to your work as a communicator. I collect all the items I find interesting on my link blog, which you’re welcome to follow. The link blog is my source for items to appear in the Wrap as well as those I’ll report on in my weekly podcast.


FTC settles with agency whose staff tweeted about clients—It’s a standard practice in PR and marketing agencies to ask agency staff to support client activities with tweets, Facebook posts, and other missives in their own… Read More »

Friday Wrap #129: High court’s Facebook free speech case, Uber app isn’t malware, Amazon activism

Friday Wrap #129
Flickr photo of wrapping a turkey in bacon courtesy of Jennifer Morrow
A very Happy Thanksgiving to my American readers; I hope you enjoyed warmth, family, and turkey yesterday. Here’s an abbreviated Friday Wrap (since there wasn’t much news published yesterday or today); I’ll be back with a more complete round-up next week. In the meantime, be sure to follow my link blog to stay on top of all the items I collect, from which I select stories for the Wrap and for my weekly podcast.


Free speech on Facebook goes to the U.S. Supreme Court—On Monday, the Supreme Court will hear oral arguments in a case that will decide when the First… Read More »

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