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American Management Association
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White Papers
A "Sure" Thing: How Empowering Customer Service Reps Leads To Increased Revenue
January 1, 2010, 12:00am PST
In an online world, there's no hiding poor customer service. With instant access to information and the ability for customers to easily share their experiences with millions of others through...
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Leading Change, One Move At A Time
October 23, 2007, 12:00am PDT
Which is exactly what the most successful leaders do today in response to the constantly shifting and always uncertain facts of life in the modern business world. They work out a general plan for...
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Shifting To A Customer-Centric Focus
August 18, 2009, 12:00am PDT
If there's a thread linking Best Buy, Staples, Walmart, and any number of other great businesses, it's this: they share a common basis for decision-making in every functional area, and that basis...
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Learning To Just Say NO
March 4, 2010, 12:00am PST
First, let's set some ground rules. Let's agree that 80 percent of the time you'll say a resounding yes to your obligations at work, at home, and in the community. Beyond that, you may also...
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Minor Changes Can Lead To Major Improvements
July 12, 2007, 12:00am PDT
Build a comprehensive model of your customers' purchase decision process. You can only optimize your company if you know what factors trade off when you customer is choosing among competitive...
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White Papers
Who's Afraid Of Deadlines?
November 1, 2007, 12:00am PDT
Every deadline, big and small, requires a map. How one is going to get to the end state, and in what order, must be plotted out on a piece of paper, not etched in stone. The Turner timeline is a...
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Welcome Some Disruption In Your Life
August 22, 2007, 12:00am PDT
The single biggest human fear, experience tells, is the fear of change. We tremble at the prospect of change on the horizon: starting a new school as a small child or, later, going to college, or...
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Innovators In Name Only
January 1, 2010, 12:00am PST
Innovation has a dark side: innovators who do not increase productivity, provide revenue, or reduce overall costs. What makes these individuals people you want to avoid? The Ladder Climber, This...
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White Papers
Making Employee Orientation Count
May 15, 2007, 12:00am PDT
Face it. First impressions last a long time, yet employee orientations can be pretty dull stuff. The goal is usually to get new hires up to speed on work rules and environment. Most companies try...
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White Papers
Social Media Made Easy
May 6, 2010, 12:00am PDT
Nothing's ever easy, right? Wrong. There are ways to ease into social media without it taking up your entire business life. If you've created a Facebook fan page, update it with something once a...
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Operation Employee Loyalty
September 18, 2007, 12:00am PDT
Employees of small businesses are often asked to go way beyond the call of duty, most often without the benefit of a large paycheck. Fortunately, there are many low-cost ways small business owners...
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Old People Need "Friends," Too: Using Social Networking Sites For Business
September 17, 2008, 12:00am PDT
Some businesses, worried that networking too often translates to "Not working," have blocked employee access to social networking sites in the workplace. The bottom line is that social networking...
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How To Win Over Your Enemies
May 28, 2008, 12:00am PDT
All employees need cooperation from their co-workers in order to succeed at their jobs. Without respect, they won't receive the cooperation they need to be effective. Senior management can promote...
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Let's Get Engaged And Motivated: How 20 Minutes Can Make A Difference In Your Relationship With Your Employees
January 1, 2010, 12:00am PST
Being a leader does not mean being the right person for every job - - or every situation. Suggesting someone with more expertise in a certain area is not passing the buck - - it's just being...
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"Learn It Anyway!" 11 Lessons From Grade School (That Still Apply)
December 16, 2009, 12:00am PST
People are watching, whether you know it or not. They are sizing you up to be on their team, to associate with you, to take advantage of your skills. Even if you're chosen last or not at all,...
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Using Executive Emotional Intelligence (EEI) For Leadership Success
March 16, 2010, 12:00am PDT
We know that Emotional Intelligence (EI) is a core component of success but the problem with EI models is that they were not designed to help people navigate the challenging systems of business...
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Break Free From The Status Quo
January 8, 2008, 12:00am PST
To create space for management innovation you will need to systematically deconstruct the management orthodoxies that blind you and your colleagues to new possibilities. Pick a big management...
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Get It Right, Not Just "Right Enough"
December 14, 2007, 12:00am PST
The people who participate in wildly successful initiatives search for answers and learn incessantly until they break the code. Remember when your primary school teacher gave you credit in...
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Ethics: An Old-Fashioned Soft Skill For A Modern World
July 1, 2010, 12:00am PDT
If ethical behavior had been taught to employees and reinforced as a must-have soft skill, could we have prevented the current economic meltdown? The authors explored this question in a recent...
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Make The Most Of Your Time
June 18, 2010, 12:00am PDT
With the continuous layoffs, those who remain employed may be grateful, on the one hand, but, on the other hand, may have become too much for one person to bear. In fact, many people are now doing...
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Executives Say The 21st Century Needs More Skilled Workers
April 29, 2010, 12:00am PDT
As the U.S. economy begins to show signs of improvement, executives say they need a workforce fully equipped with skills beyond just the basics of reading, writing and arithmetic (the three Rs) in...
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Answers To Collegial Conflicts
December 9, 2008, 12:00am PST
What can you do to address conflicts with other managers within your organization? American Management Association hears this question often - and given today's stressful work environment, it is...
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Leveraging Power
June 30, 2010, 12:00am PDT
Our society is knee-deep in people who misuse power. While their aims are often selfish, as we have seen with managers at corrupt companies, their power is nonetheless substantial; they hurt...
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White Papers
The "New Normal" For Innovation
June 5, 2010, 12:00am PDT
There is no doubt that innovation in the form of new product and service introductions slowed over the last two years. New food and beverage product introductions, normally a very active area for...
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Everything You Need To Know About Running A Project Meeting
July 7, 2009, 12:00am PDT
It's a fact of business life: every project requires periodic meetings where the stakeholders get together to discuss the project's goals, assigned tasks, and progress. It's up to the project...
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Peter Drucker On The Value Of Ignorance
October 2, 2007, 12:00am PDT
Drucker began to reminisce about his work with various corporations both here and in Japan. He told that it was often very simple things that an outsider could do which would have a major impact...
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The Four Ps Of Strategy Creation
January 1, 2010, 12:00am PST
When it comes to creating a strategy for your business, it is rarely wise to move forward with just one carefully thought-out course of action. Instead, it is wiser to encourage vigorous debate...
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Liberating Passion In The Workplace
July 23, 2008, 12:00am PDT
The best organizations seek passionate people. Why? Because passionate commitment converts talent into stellar performance. And apathy, as passion's antithesis, directly decreases any return on...
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Passionate Employees Are The Fast Track To Revenue Growth
September 10, 2007, 12:00am PDT
The business implication of reluctant employees - those who did not win the lottery - is very serious one. At a time when employees create differentiation for your business, as products and...
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The Case For Speeding Up...
October 1, 2007, 12:00am PDT
Our need for speed has become stronger, more pervasive, and harder to escape because today we can pursue more options - and we can pursue more options because our culture has flourished. According...
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The Rise Of Soft Skills- A Paradigm Shift Worthy Of Copernicus
September 17, 2008, 12:00am PDT
Paradigms are simply agreed-upon models of the way things appear to work. But as the Copernican revolution demonstrates, they are not immutable and they are not eternal. Paradigm shifts occur...
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The Five Attributes Of Authority
June 22, 2010, 12:00am PDT
Authority does come from title, but it is earned through actions. Inept executives fritter away their authority by their behavior, taking the counsel of none but themselves and failing to listen...
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...Vs. The Case For Slowing Down
October 1, 2007, 12:00am PDT
It is conventional wisdom that America's attention span is shrinking. A couple of decades ago, we cut our 60 second TV ads down to 30, and now apparently the "Right" length of an Internet ad is 15...
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No Plan Is A Plan To Fail!
May 17, 2010, 12:00am PDT
To create a game plan, the first step is to truly understand the difference between a business plan and a game plan. A business plan is something that a company would give the bank to get a loan,...
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Increase Your Profits With Online Marketing
October 8, 2009, 12:00am PDT
There are many reasons that you should focus on Internet marketing to increase profits. The single most important reason is this: online marketing is 100% measurable and accountable. When you...
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Hang Out The Lifelines
January 1, 2010, 12:00am PST
One of the black arts of office politics is saying what the boss wants to hear. It's human nature to please, but it's not a good way to run a business. If you are not telling the truth, or more...
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Why Jane Doesn't Lead
August 5, 2010, 12:00am PDT
In the very near future, women will cross the 50% threshold and become the majority of the American workforce. Females already make up the majority of university graduates in the Organization for...
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Ten Smart Leadership Questions For 2010
February 4, 2010, 12:00am PST
If you're like most business leaders, you spent much of 2009 feeling down and just about out thanks to the dire economic situation. Odds are, you grappled with many new challenges, uncertainties,...
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New Managers: Alone And Out Of Their Depths
August 18, 2009, 12:00am PDT
Being a new manager is a lot like learning how to swim. You can watch others, study a chart about it or even read a book on it. But ultimately, you learn by doing. That's not to say that you just...
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Want Different Results? Do Something Different
December 10, 2009, 12:00am PST
Data on CEO turnover indicate that during a downturn, boards tend to hold off terminating underperforming CEOs and other executives until recovery is in sight. This way the "Bad news" is...
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Why Zappos.com Pays New Hires $1,000 To Quit
July 7, 2008, 12:00am PDT
Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the...
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The Googlification Of Innovation
May 7, 2008, 12:00am PDT
Call it Google creep. The minimalist little search engine you loved when the Net was still young - the one with the sly sense of humor backed by a devastatingly fast and effective search engine -...
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What Do Leaders Need To Know About Generation Y To Lead Successfully?
January 1, 2010, 12:00am PST
Generation Yers have grown up in a culture of praise, raised by active, involved parents who often interceded on their behalf, protecting them and ensuring that they were treated well and grew up...
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Pay Attention!
May 7, 2008, 12:00am PDT
One reason many people have trouble remembering something is that they don't make a clear picture of what they want to remember, because they don't pay enough attention in the beginning. The...
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The Art Of Subtraction: Less Order, Better Organization
January 1, 2010, 12:00am PST
Conventional wisdom says that to be successful, our ideas - be they strategies, products, performances, or services - must be concrete, complete, and certain. And when it comes to leading people,...
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Failing Your Way To Success
August 14, 2007, 12:00am PDT
In a recent television interview Whoopie Goldberg described how she got her first one-woman show in New York: Whoopie was performing her nightclub act and director Mike Nichols was in the...
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New Survey Finds Little Enthusiasm For Free Market Capitalism
October 23, 2007, 12:00am PDT
A new Financial Times/Harris Poll in the United States and the five largest European countries does not make for cheerful reading. A broad overview of the results suggest that there is little...
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Take The Risk, Make The Move
March 13, 2008, 12:00am PDT
Have you ever been stopped in your tracks by risk? Balancing the odds of success, the investment you've made in relationships, the value of the win - how do you make your choice? Often it is the...
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Thinking Out Of The Box: The Projected Mind
January 1, 2010, 12:00am PST
How the projection of the mind to a uniquely productive imagination space happens is a subject of a lot of conjecture. One school of thought says much more information is stored in our unconscious...
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Leadership Lessons From The Hive
January 3, 2010, 12:00am PST
In the corporate world, executives must exercise self-restraint to remain focused on long-term goals. Personal temptation, coupled with social pressure to grow the balance sheet, make it all too...
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Measure Your Progress Toward Your Vision
February 15, 2008, 12:00am PST
Leaders who are serious about driving their organizations to realize its vision need to take the visioning process further. It is not enough to produce a carefully crafted vision statement, even...
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Are You Assertive Enough?
July 12, 2007, 12:00am PDT
Everyone wants to be liked. Everyone also wants to be treated with respect. Unfortunately, sometimes those two impulses are difficult to balance - but not impossible. You can be both liked and...
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What Americans Need To Know Before Working In China
September 23, 2008, 12:00am PDT
Today is a good time to become more educated about China, given its increased openness to foreign investors and multinational joint ventures. There are, after all, significant costs associated...
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You And Your Company: Making The Corporate Brand/Personal Brand Connection
January 1, 2010, 12:00am PST
Corporate branders need to know their competitors well in order to understand why a customer would choose their brand over another. Similarly, personal branders must know something about the other...
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Delegate (And Execute) For Results
January 1, 2010, 12:00am PST
"Delegate for results, not tasks" is a phrase a colleague of mine uses when coaching senior leaders. So often leaders come up through the ranks and think they have mastered delegation, and largely...
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Taking A Meeting With Doc, Happy, Grumpy, et al
August 14, 2007, 12:00am PDT
Although you have to stay grounded in reality when running a meeting, savvy leaders can learn a lot from a classic Disney tale, according to one psychologist. Sharon Livingston, Ph.D. says that by...
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Understanding The Ecosystem Of Consumer Demand
February 5, 2008, 12:00am PST
Want to nail down your consumers' wants and needs? Then don't just listen to them. That's because just listening to them won't reveal what you're looking for. Observing them won't either. And if...
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The Secret To Stellar Success: Be A Connector
April 20, 2010, 12:00am PDT
It's a question most of them have asked themselves: What makes successful people so, well, successful? It's tempting to think that those at the top of their fields know something the rest of them...
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Managing Up The Age Ladder
August 5, 2010, 12:00am PDT
Most Baby Boomers are at a point in their careers where they don't need much direct supervision. However, for the young manager/older employee relationship, it's important to have a frank...
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How To Succeed During The Recession: Act Like An Entrepreneur
February 4, 2010, 12:00am PST
Anxiety is running rampant: anxiety about job security (or lack thereof), about the current economic climate, about the future of the country, and even the world. One probably don't need a career...
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Sharpening Customer Focus
May 6, 2010, 12:00am PDT
What's the key to creating a customer-focused organization? Here's one of the answers from the trenches of a high-performance company: "A culture of accountability makes a good organization great...
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Why Managers Should Care About Employee Loyalty
August 18, 2009, 12:00am PDT
Most executives would agree that the long-term success of any company depends on the quality and loyalty of its people. The problem is that when the going gets tough, managers focus on the hard...
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No Excuses: Being Accountable For Your Own Success
July 20, 2010, 12:00am PDT
How much of your success would you say is up to you - your choices, your actions, your behaviors - versus outside conditions? If your mind-set is that you're at least 85% responsible for your...
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Anger Management 101
June 25, 2007, 12:00am PDT
Anger is an emotion; all experience from time to time. Different people react to anger in different ways. Some people use their anger as motivation, to get them moving in the right direction. For...
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Key Leadership Behaviors That Improve Sales Force Performance
January 1, 2010, 12:00am PST
No industry or business function has been immune to unprecedented conditions that have engulfed the economy. Most sales teams are faced with conditions they've never experienced before. New...
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Raising Well-Adjusted "Generation Texters"
August 20, 2008, 12:00am PDT
A teenage boy goes shopping on the Internet, sees something he likes, immediately reaches his mother via cell phone, and in a few short keystrokes, types in her credit card number and gets a shiny...
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How Not To Ruin Social Media For Your Brand
May 11, 2010, 12:00am PDT
Social media is experiencing exponential growth and it seems that everyone, from managers, executives, CEOs to companies, have a social media presence. One might be wondering if it's time the...
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How To Overcome Start-Up Fears
January 1, 2010, 12:00am PST
Here's a question to consider if one is contemplating starting a business. What would be worse: never leaping into an idea one is passionate about because one is afraid to fail, or leaping into...
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Keeping Your Cool: Dealing With Difficult People
January 1, 2010, 12:00am PST
People today have a short fuse-everyone is stressed. And when people are stressed, they can become difficult to be around. Chances are, one has worked with at least one difficult person in the...
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The Power Of "No"
July 23, 2008, 12:00am PDT
Most of us were taught that whether in school, at home, or at work, to gain the cooperation of others we have to compromise, that is, offer to give something up. We're told that every negotiation...
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Common Lies Companies Tell Themselves
May 28, 2008, 12:00am PDT
The author has seen great ideas wither and die because companies tell themselves lies that are ingrained in their corporate makeup, and thus they fail to fix problems. This is why one of the...
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How To 10x Your Influence
January 1, 2010, 12:00am PST
Leaders frequently make miscalculations in trying to influence change. Often, they bet on a single source of influence rather than tap into a diverse arsenal of strategies. The latest research...
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Credibility Busters That Could Ruin Your Career
August 18, 2009, 12:00am PDT
Whether you're an employee, leader, or entrepreneur, personal credibility is truly a "magic bullet" for success. It's simple: if you have no credibility, people won't trust you. If they don't...
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The Power Of Keeping Promises: How To Create Customers For Life
June 25, 2007, 12:00am PDT
Too many business owners treat their customers like widgets on an assembly line. They move them along, take their money, then make way for the next one. They reel their customers in with flashy...
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Mission Statements: Vital Or Vacuous?
October 28, 2008, 12:00am PDT
On an organizational level, mission statements are also about meaning. They aren't necessarily symbols per se, but they help answer the question "Why are we here?" Great mission statements are...
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Ten Pitfalls Of Pitiful Meetings And How To Fix Them
January 1, 2010, 12:00am PST
It's Friday afternoon, and the team is filing into the conference room, mumbling and grumbling as they take their seats for yet another meeting. An hour passes and the meeting comes to a...
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Dealing With Difficult People
May 28, 2008, 12:00am PDT
Researchers have found that each one falls into one of four major behavioral functions: Controller, Analyzer, Supporter, or Promoter. Once one has identified a person's style one can adopt a...
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So You Want To Launch An Online Forum
May 28, 2008, 12:00am PDT
To start the community off right, one must have the mind in the right place. One should know what the community is, what one is trying to accomplish, what one will need to do to accomplish it, and...
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When Not To E-mail
September 10, 2007, 12:00am PDT
Just because e-mail is good for some things doesn't mean it's good for everything. What follows is a list of the times and occasions one absolutely, positively should not send e-mail. The aim...
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Does Your Firm Know What It's Getting From Corporate Giving?
December 17, 2009, 12:00am PST
Most corporate leaders say they believe in the social and business value of employee volunteer programs (EVPs), but it'd be nice if there were some good evidence. After all, one is living in an...
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