Customer insight - hearing their stories, their complaints their way
by Tony Quinlan on Feb 15, 2011 3:08:19 PM
Customers (or clients or patients or...) are naturally full of stories about services that an organisation offers. And they regularly share them, particularly the stories from which we can find opportunities for improvement - complaint stories or call-centre phone calls.
Egyptian reflections
by Tony Quinlan on Feb 2, 2011 4:54:10 PM
Slightly brain-fried after two and a half days of an excellent conference - great minds, lots of challenge, but just enough gaps between the discipline/subject experts for me to ask questions. And now on my way to the House of Lords for a lecture by the excellent Peter Hennessy (now L …
Solitude standing
by Tony Quinlan on Feb 1, 2011 11:47:00 AM
A colleague in an organisation I partner with recently asked me for a CV for the website. So far, so normal. Then they asked for a list of presentations - something I've never really pulled together before. So I delved through the conference folders to find those times when I've stood …
You did that on purpose!
by Tony Quinlan on Jan 31, 2011 9:34:05 AM
I'm on the train to Gatwick Airport for an interesting conference over the next three days. The topic's going to be interesting - covering social media, behaviour change and, one of my current interests, how you work with a group who have a fixed narrative - a conspiracy theory of one …
It's not the information, it's not the overload, it's not even trying to be rational
by Tony Quinlan on Jan 24, 2011 1:03:42 PM
Interesting article from the New York Times surfaced yesterday - "In New Military, Data Overload Can Be Deadly". It paints a picture of a difficult situation in Afghanistan where 23 Afghan civilians died as a result of a mistaken attack by US helicopters. In some ways, it reminds me o …
False images of the world
by Tony Quinlan on Jan 17, 2011 3:23:00 PM
Great conversations at a two-day meeting in Miami. On the flight on the way over, I finally got around to starting Joshua Cooper Ramo's The Age of the Unthinkable (subtitled "Why the New World Disorder constantly surprises us and What we can do about it"). It looks to be an interestin …
Rules should define the space, not fill it
by Tony Quinlan on Jan 12, 2011 5:17:00 PM
John Kay's column in the Financial Times today chimes with a quote that struck me recently:
Punishment, deterrence, what about reconciliation?
by Tony Quinlan on Jan 5, 2011 10:49:45 AM
Catching up and closing down some of the tabs I opened a while ago, I came across this piece from the FT. The interesting bit is the first few paragraphs:
Story branding - Storytelling in Communications 2
by Tony Quinlan on Dec 1, 2010 6:49:32 PM
The second part of the series I promised on using narrative and storytelling from the slide I showed the LGComms conference earlier this year. (Part 1 was Get the Story Straight).
In-depth looks at Complexity, Narrative and Children of the World
by Tony Quinlan on Nov 30, 2010 3:24:24 PM
The pilots for Children of the World have been fantastic - collecting over 7,000 stories around the world. Working on them with Cognitive Edge was fascinating, challenging and fun - the ideal project!