Work Flow & Appreciation Flow

Work Flow & Appreciation Flow

What is LDAP?

LDAP, Lightweight Directory Access Protocol, is an Internet protocol that email and other programs use to look up information from a server.

Every email program has a personal address book, but how do you look up an address for someone who’s never sent you email? How can an organization keep one centralized up-to-date phone book that everybody has access to?

Differences between boss and leader

Drives employees Coaches employees
Depends on authority Depends on goodwill
Inspires fear Generates enthusiasm
Says “I” Says “we”
Places blame for the breakdown Fixes the breakdown
Knows how it is done Shows how it is done
Uses people Develops people
Takes credit Gives credit
Commands Asks
Says “Go” Says “Let’s go”

The Management Team

Very few company founders start out with management experience, so they tend to make it up as they go along. Sometimes they try to reinvent management from first principles. More often than not, they manage their startups the way that they’ve seen management work on TV and in movies. I’ll bet more entrepreneurs model their behavior on Captain Picard from Star Trek than any nonfiction human.

How a RACI Matrix Can Help Your Project Succeed

Do any of these statements sound familiar to you? If so, a RACI matrix for your project might be overdue.

  • ‘My primary stakeholder approved all of the requirements, but now the project sponsor doesn’t agree with what we implemented.’
  • ‘I elicited requirements from a large pool of stakeholders and now I can’t get anyone to take ownership of signing off on the documentation.’
  • ‘Development has informed me, after requirements have been signed-off, that one of the requirements that I documented cannot be implemented.’
  • ‘Several of my project’s requirements have not been implemented and a project deadline is coming up.  The developer who was working on those requirements says he doesn’t have time to finish them.’

Employees leave managers, not companies

Today I found out one of my good friends left their position at a well known technology company that many people would “kill” to work for. I asked him why he left, expecting an answer like “I needed more of a challenge”, or “I outgrew the position and there was no where for me to grow”, but instead he said “I couldn’t work with my boss”.

Getting Your Résumé Read

I’ve been going through a big pile of applications for the summer internship positions at Fog Creek Software, and, I don’t know how to say this, some of them are really, really bad. This is not to say that the applicants are stupid or unqualified, although they might be. I’m never going to find out, because when I have lots of excellent applications for only two open positions, there’s really no need to waste time interviewing people that can’t be bothered to spell the name of my company right.

So here are a few hints to review, if you’re sending out résumés.

How Social Media Is Changing CRM

It’s big news these days for tech watchers: CRM software stalwarts are rapidly acquiring startups that enable businesses to manage the increasing number and variety of social media platforms better. In May, Oracle (ORCL) bought Vitrue to help it publish and manage social media campaigns, and the company just announced the acquisition of Collective Intellect to help it monitor social chatter. (CRM) purchased social media performance and sentiment tracking company Radian6 last year and now is acquiring Buddy Media, a Vitrue competitor.

Customer Service: 5 Rules for Handling Complaints

The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here’s how to defend your company and defuse a crisis.

While the Internet has made global commerce a reality, the online social services it spawned have also provided a worldwide megaphone for dissatisfied customers. From Bank of America’s reversal on debit card fees to Apple’s “antenna-gate” to Netflix’s pricing plan backlash, companies have struggled to respond effectively in the social space.

Where do they go wrong? In almost every case, they forgot one of these five rules of online customer service.

Loyalty programs good, but customer service must lead

To ensure they thrive in a struggling market, companies everywhere are experimenting with a whirlwind of loyalty programs that allow them to track and gather feedback from existing and new customers. As these companies figure out what works best, observers such as Matthew Keylock — recognized as an industry leader in building winning customer strategies — weigh in on the debate.

When it’s time to grow a business, Keylock, senior vice president of new business development and partnerships at dunnhumbyUSA, suggests a word-of-mouth campaign through those loyal customers. “I generally grow my circle of friends through my existing ones, and in most cases this should be the same in business, but many companies and brands spend their time and effort chasing new customers,” he said.