"Integrity is simple – it means doing what you said you would. A lot of people put higher moral meanings to the word, but let’s demystify it…"—(Lisa Haneberg at Management Craft)

Employee satisfaction surveys have evolved from being something of a touchy-feely add-on to a key tool for businesses. But are they making best use of the information they collect?

Great discussion about what successful execs do, and what they don’t. (Lisa Haneberg at Management Craft)

Excellent article and questions about CEO leadership in the customer service space:

“A number of telltale signs determine pretty quickly whether a company is serious about the job or not—beginning with the CEO and leadership and cascading all the way through the ranks of the company.

“Specific leadership actions occur in companies that have taken the commitment past lip service. Understanding customer issues and what drives customer loyalty becomes the stuff of everyday conversations—not just when one soul has been lucky enough to get it on the CEO’s staff meeting agenda! The issues are trended and understood and talked about. Building customer experiences and relationships is considered the true ‘work’ of the organization—not something layered on the ‘real’ work of achieving quarterly sales goals.”—Jeanne Bliss writing for marketingprofs.com

This white paper discusses the tools the new generation of knowledge workers use to get their work done: blogs, wikis, social networks, and other collaborative technologies. (PDF version) Does your organization use these tools today? What role do they play in your IT Strategic Plan?

“What if we did not rest unless and until we found a great match for each management position? What if we never hired people who weren’t interested in managing well? What if we only let rock stars occupy our management jobs?” – (Management Craft)

“Bureaucrats write memoranda both because they appear to be busy when they are writing and because the memos, once written, immediately become proof that they were busy.”—Charles Peters (Quote of the Day)