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Is your web site a Lisa or a Nelson?

Why you should help users recover gracefully from their mistakes

15 March, 2012
2
by Rob Cottingham

We all like to talk about how organizations can recover from their own customer service failures: the gadget that won't connect, the handle that snaps off, the delivery that never arrives.

But how about when the customer screws up? How easy do you make it for them to recover lost information, correct a mistake or get out of a dead end?

Put it this way: if the web is like an episode of The Simpsons, is your site more like helpful, compassionate Lisa, or Nelson "Haw, haw" Muntz?

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Zero patience? You can still have inbox zero

10 steps to get your e-mail inbox to zero every day

8 March, 2009
3
by Alexandra Samuel

Tired of drowning in e-mail? After many efforts and declarations of e-mail bankruptcy, I've finally found a system that lets me get my inbox to zero every single business day. It accommodates my desire to send and respond to e-mail throughout the day -- I've never been able to stick to a "only hit receive if you have time to process" rule -- and keeps my total incoming messages to about 20-30 (down from 200+). Most crucially, it allows me to respond to all key client and prospect inquiries within 24 hours.

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A perfect zero

How I got to inbox zero

8 March, 2009
1
by Alexandra Samuel

I've aspired to inbox zero for years, but it took a new member of the Social Signal team to help bring that aspiration into focus -- a team member who has utterly transformed my personal productivity. As our operations manager and my executive assistant, Morgan Brayton has reorganized our financial record-keeping, moved us into our swanky new digs, taken over our invoicing, and booked me within an inch of my life.

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Project management and workflow with Basecamp

25 September, 2007
30
by Alexandra Samuel

How can online collaboration tools like Basecamp support effective project management? That's one of the questions that came up at the values-based project management session I attended at Web of Change, led by Rob Purdie of Important Projects.

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