The Times’ passive-voice innuendos about Hillary Clinton

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If you opened your New York Times on Friday, you got the impression that the Justice department was opening a criminal investigation into Hillary Clinton. Actually, it isn’t. After the newspaper recognized its errors, it papered over the original article and headline with passive voice. You’d expect this sort of innuendo from outlets with a conservative … Continued

Avaya should learn the buzzword lesson of its own parody video

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Avaya put out an amusing video (embedded below) that pokes fun at all the buzzwords we use around the office (“disruptor,” “hit the ground running,” “seamless”). It’s embarrassing, since we all use these buzzwords. Including, unfortunately, Avaya. Here’s an excerpt of what it says on Avaya’s “Company Overview” page (I’ve highlighted the buzzwords and meaningless claims … Continued

Improving the customer experience of the surgery waiting room

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My son, who is 19, had surgery two days ago at Emerson Hospital in Concord, Massachusetts. I was impressed with the ways in which Emerson improved the experience of waiting for a surgical patient. I also have a few suggestions. The surgery was successful and my son is recovering nicely. Everybody is fine. The surgical’s team’s number … Continued

Please stop french-kissing your site visitors

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I’ve begun to resent the efficiency of Web marketing. Specifically, I’m annoyed with how intrusive sites have become as they treat visitors like leads instead of people. I was talking to my friend and marketing expert Jeff Ernst about it. Here’s my problem, as I described it to him. Marketing automation now requires knowing and routing … Continued

Donald Trump is no idiot; he’s executing the blowhard gambit.

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A trusted correspondent objected to my characterization of Donald Trump as an idiot. He’s right; I was wrong. Trump didn’t succeed by being stupid. Not only that, his blowhard gambit has been remarkably effective at shifting the debate. Donald Trump continues to make bunches of patently inaccurate statements. But in yesterday’s post, I forgot the first rule of analysis, … Continued

On Donald Trump and when a politician shouldn’t tell the truth

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It’s refreshing when a politician tells the truth. But what does that mean? And is it always a good idea? Donald Trump’s latest statements have me wondering. He said all these things recently: The Islamic State built a hotel in Syria. The Mexican government forces “bad people” into the United States. The Gross Domestic Product of … Continued

Do we choose our future, or does it choose us?

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Do you choose your path? Or are you making choices with consequences you can’t imagine? I was thinking about the choices that got me hired at Forrester, a 20-year job that determined my career and my future as an author. I’d like to tell you it was a deliberate and intelligent choice, but it’s way stranger than … Continued