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Send: Why People Email So Badly and How to Do It Better

Employment law attorney Michael Maslanka comments on the book Send: Why People Email so Badly and How to Do It Better by David Shipley and Will Schwalbe, highlighting the book’s advice on making business e-mail more personal. I just finished an interesting book, Send: Why People Email So Badly and How to Do It Better, […]

Incentive Compensation: Customer ExperienceTranslates to Cash for Airline Employees

American Airlines made the decision to keep flying, too. But employees weren’t happy, and customers complained. The airline needed to find a way to solve both problems. Mark Mitchell, managing director of American’s Customer Experience area, takes us back: “In the middle 2000s, maybe 2003 to 2006, as American worked very diligently to take the […]

Faces of HR: Stephanie Manzelli: The HR Maestro Orchestrating Business Harmony

With a career trajectory that veered from finance to HR, Stephanie Manzelli is a seasoned professional who has mastered the art of aligning people and business goals. Her journey, marked by a stint as a temp worker and a pivotal moment in the world of mergers and acquisitions, has shaped her into a strategic leader […]

How Do You Train the Graveyard Shift?

If you keep the lights burning 24/7 for round-the-clock service or production, you know that providing adequate training for your shift workers is a formidable challenge. Your key to success? Accessibility.