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Articles for May 2011

Service is a matter of design, not ownership

Industrialised service designed to satisfy shareholders rather than customers is obsolete and unfit for purpose anywhere
Why Twitter is not just for the birds

Twitter hasn't yet found a convincing business model but there's plenty worth paying for
Swap the management-speak for plain English

The cacophony of modern communciations hides the truth and misleads the customer. So why can't management tell it like it is?
The high price of cheap labour

First career, then pensions, now basic wellbeing at work are being stripped out of the employment contract