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Technology isn't about technology

Editor's note: Richard Thieme's new book, Islands in the Clickstream, is a collection of over 150 reflections on the digital world. Released in May, Thieme's book has been hailed as extremely insightful and powerfully original due to his ability to explore the world of technology and present his thoughts in the context of everyday life.


Full article >>> that work.

Learning how to use e-mail is an art. Some companies have experienced disaster when people did not understand the rules that governed e-mail and how they differed from telephone or face-to-face conversations.

We call them "flame wars" on the Internet, those explosions of incivility that make life online unpredictable. We're learning that our digital masks hide real hum......

Full article >>> how to see customers as human beings worthy of respect and act accordingly.

As a young man, I remember watching a woman approach a counter in Woolworth's to make a purchase. She was greeted by a salesperson.

"How may I help you?"

The woman handed her a bouquet of plastic violets. The salesperson rang them up, accepted a bill and made change, and put the flowers in a bag.......

Full article >>> any.

"Why," I asked, "should we embrace the human dimensions of quality programs? Don't smart ruthless people really set the pace?"

Sometimes, he conceded, then said, "But I'm not that smart. I need other people. Besides, nothing else works today. Customers cross the street for a penny and just aren't loyal any more. Employees know that even if we promise them a steady job, we do......

Full article >>>
'"/> By Richard Thieme 08/11/04

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