February 21, 2018

The internet is awesome!

I know that the online world is no longer new but I recently had an experience which reminded me of how *cool* some of the things you can do online are.

I should point out that my relationship with online ‘stuff’ is incredibly functionally driven. I have been an early and committed adopter of some internet possibilities – for example I started banking online twenty years ago, I have been regularly ordering all my groceries online for 12 years and now probably make over three-quarters of my other purchases online too. However, I haven’t been a major social media user (my life is too boring to describe to others) and still do very little on my phone (I just really prefer a proper keyboard and bigger screen).

So what are my internet ‘wow’ moments?

Well, the most recent one was when I finally decided to do something about getting rid of the two rabbit hutches that have been littering our garden unnecessarily for several months. The hutches are not in good condition and so not appropriate for selling on eBay. I just wanted to get rid of them but wasn’t sure they would fit in the boot of my rather small car to take to the tip. So after a quick search on Google, I found Freelywheely, which seemed much more friendly and easy to use than Freecyle, and within 15 minutes of the hutches being posted on their site, I was amazed to find I had requesters. By the end of the day, I had eight interested people, ready to drive almost an hour to pick up these rather battered hutches! And now they are gone, which is amazing. But perhaps I was just lucky and rabbit hutches are actually the most sought after freecycle item!

Rabbit hutch

Whilst I am at it, here are two other internet ‘wows’.

Second on my list is Airbnb, which I first starting using four years ago and now have clocked up 11 trips. I just really like the fact we can rent out something for the number of days we want and not stick to the old limited arrangement of a week and Saturday to Saturday or equivalent.

My third item is not so much an internet business but picks up on the transparency that the internet allows. I am someone who gets frustrated with waiting for things and I also like to know as much as possible about how long things might take. So the opportunity to track – in absurd detail – where your packages are is brilliant as far as I am concerned.

Delivery details

However, it does set expectations rather high. I have recently ordered items off Amazon which I think are being shipped directly from China, rather than coming from a reseller based in the UK. These items have what now seems like remarkably long delivery times of four weeks. In addition, once they are dispatched, there is no further information about the item until it appears in your letter box, more often than not several months late, by which time I have already complained and been reimbursed for said item! I’m waiting for everything to be RFID tagged so I track its global journey. That would definitely be awesome.


December 19, 2017

No, you don’t see it


What do you make of the rather enigmatic image above? Any clues as to what it might represent or where it could have been taken?

Well, it’s a photo I took from a visit to the Perfume exhibition on at Somerset House over the summer – which turned out to be surprisingly interesting and entertaining. Going round the exhibition made me realise how much of a construct perfume is – an insubstantial experience onto which we can overlay our own memories, prejudices, preferences etc. Obviously, this trait is exploited in order to create branded perfumes, where the constructs have been determined by the marketing bods at big commercial perfume houses.

Looking at the packaging used for perfume bottles over the past couple of decades makes clear how perfume is ‘of its time’ – a thing created for ‘then’ . A bottle from the 1950s looks as though it is a prop for one of the early seasons of Mad Men, whilst the ck one bottle appears pale and dated.



The only bottle on display to stand the test of time is the one below – quite resolutely a timeless classic.


The rest of the exhibition was organised through ten rooms, each of which ‘housed’ a scent created by a different modern perfumer, which we were encouraged to ponder over and capture our thoughts on using special little notes postcards.

What was most interesting was how far the set-up / design of the room influenced my interpretation of the smell. Some rooms were almost heavy handed in how they introduced the scent: one had a film of laundry flapping on a washing line against a blue sky with seats draped with white sheets.


Others gave more clues but still left you space to create stories. For this scent, there two couches decorated with rather florid fabric. Was this meant to be a psychotherapist’s study? I could easily imagine a Brooklyn lady in her late 50s, with frizzy black/grey hair, big earrings, hundreds of books lining the walls, and her heavy scent in the background.


And what would you make of the below?


It was all too easy to fear the worst and I hesitated to approach and sniff. It turned out to be fine: a rather sickening, cloying smell, but distinctly more in the realms of perfume as oppose to just bodily odours.

There was one particular scent where the set-up was ambiguous. The friend with whom I visited the exhibition picked up on the black leather pouches and dark wood and thought of a boxing gym, and found the smell deeply masculine and sexy. But it turned out the intimate closed space and heavy sandalwood scent was meant to recall confession boxes!

These different scents were created by what would be described (unavoidably!) as the ‘new generation’ of perfumers – those who are ready to break with convention and take a different and often unorthodox approach to scent. Though I may use a mocking tone, on reflection, it did strike me that perfume and commercial scents are really still very conservative. Gender-neutral perfume actually isn’t really that ground-breaking; read the below blurb introducing a more ‘cutting edge’ perfume.


Such perfumes come across as experimental, deliberating courting controversy, perhaps comparable to how art behaved a century ago with artists such as Marcel Duchamp taking a urinal and making it into an artwork called ‘Fountain’. I wonder how the world of perfume will settle down once it has got past this rebellious phase.

In the interim, we can enjoy the inventiveness. Fancy a perfume inspired by Nutella?

Or theme park rides? You can even get the smelly postcard of it.


November 19, 2017

By floral design

Can you think of any place or occasion when you have been able to go into a shop and order the same thing that you found there six years ago? Well, this is what I was able to do when I went to Laura Ashley to get some fabric to replace some curtains, once gently glowing and resplendent, but now sadly frayed and tatty.

Making this purchase gave me the opportunity to experience some more of what Laura Ashley is about. To be honest, I must confess that I am surprised it is able to survive in a world where lots of design is about either minimalist clean-lines Scandi or cosy hygge-inspired Scandi. A quick check online reveals that it is struggling and looking for better opportunities in emerging markets where British floral fancy might have more appeal.

The main part of my time in the store was spent getting through the process required to sign up to the store card. I only consented as it seemed silly to throw away the opportunity to get a 10% discount, but it ended up being rather complicated. How come? Well, I blame the checks and balances put in place to ensure consumers are not being mis-sold. Legal requirements they may be, but from a customer experience perspective, they are not positive. This is why:

  • I had to watch a video which explained my rights and what I was signing up to. But as this was a shop, I effectively had to sit at the desk in the corner where they check orders. It just felt really odd and uncomfortable.
  • Worse still was providing all the personal information needed to apply for a store card. It wasn’t just stating one’s age but also one’s annual household income – all on the shop floor.
  • Doing the above and filling in lots of forms end up taking 30 minutes. I am not sure it is worth spending half an hour to get back £20. It raises the question of what is the balance of saving time vs money…

And obviously, I cancelled the card as soon as I got home. It had not been even explained to me that there were incentives beyond the initial purchase discount.

But all that being said, to go back to my opening question, I was really rather pleased that Laura Ashley are ‘consistent’ in their stock. Fingers crossed my duck egg Villandry will still be there when I need to replace curtains again in the years ahead.

Laura Ashley

October 18, 2017

Domestic time travel

Filed under: Consumer Trends,Marketing,Uncategorized — by xrematon @ 9:05 am
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I work from home and thus tend to think rather a lot about domestic spaces. So perhaps it’s no surprise that my latest blog post here will relate my experience of going to a museum which is all about homes through the ages.

A couple of months ago, I finally had the chance to visit the Geffrye Museum. It’s in achingly cool Shoreditch, which in reality means tramping along very busy and grimy roads as the public transport connections are rather limited. The museum itself is situated in restored and refashioned almhouses and an oasis of calm and greenery in the midst of the urban bustle.



Unlike many museums and exhibitions, which seem to eschew putting things forward in chronological sequence in favour of following themes, the Geffyre Museum solidly set out its rooms in historical order. We travel from the 1600s up to the twentieth century, going through halls, parlours, living rooms and kitchen-dining rooms.  Below are a selection of images from these different eras.





As I walked through the rooms, admiring how our tastes in wood, flooring material, upholstery and other such delights have changed over time, a number of observations struck me.

In reality, I doubt whether many houses would have looked as laid out in the museum at the period specified. Furniture tends to hang around for a long time. Speaking from personal experience, I know that I have a table and chairs that belonged to my husband’s grandmother, as well as items that have only appeared within the last year or two. The reality of homes is that they are less aesthetically coherent with a mish mash of items from many different eras.

The impact of changing patterns in work have fed through into how spaces are used and owned within the house. Over the past century or two, as the idea of going to a factory or office for employment (rather than running one’s business or trade from home) has become more common, it means that living rooms have become more ‘feminised’. They became more clearly places where women and children spent most of the time with room for games and instruments, and more ‘cosy’.


There is lots of discussion about the growing importance of China on the world stage today – think not just of its economic might as the second largest global economy, but also its growing political leadership, for example in committing to the Paris climate change Accord whilst America has not. It was interesting to see evidence of when China was also influential earlier. However, it was seen more as an exotic place full of interesting and beautiful art, culture and history. In the early eighteenth century, drinking tea from China was a novelty and also a luxury. You would not find the big clunky mugs from which we slurp our ‘builders’, but instead tiny porcelain bowls and saucers to make the precious drink go further. Cupboards were inspired with intricate ‘Oriental’ designs made to look like Japanese lacquer (but actually made in Europe).


Perhaps what was most distinctive about the museum was the fact its focus was on middle class households. When we admire rooms and furniture from the past, it tends to be within the setting of big posh stately homes and thus reflecting the lifestyles of the very rich and very privileged. Instead, the Geffyre Museum lets us see what those in the middle experienced. Though you don’t get the sumptuous décor and extraordinary attention to personal comforts, as for instance found at Eltham, looking round is more engaging as it is more accessible.

I wonder what ‘my era’ will look like when it is put up to visit?!

August 14, 2017

A duo of posts on physiological introspection – Part I

Filed under: Consumer Trends,Uncategorized — by xrematon @ 7:48 pm
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Health and wellbeing are topics that you cannot ignore if interested in consumers and societies. At the level of the individual, feeling good in mind and body is now often more than just not being ill but part of a broader aspiration to positive health and a way of showing that we can invest time and money in taking care of ourselves, important both in developed and developing economies. And from a societal perspective, there are important new public health issues rising up the agenda: obesity and the associated conditions, and an ageing population to pick up on two of perhaps the most obvious issues.

It was these thoughts in mind that I decided to read two books which aim to tell their readers more about areas in health where there is a lot of energy and excitement. I started with Gut by Giulia Enders and then launched into Gene by Siddhartha Mukherjee. I will discuss my thoughts on each in a pair of posts.

I must confess to not having a great first impression of Gut – thanks to the book cover. As you can see from the image below, in the edition I read, there is a large photo of the attractive young blond German scientist who wrote the book. I cannot recall having come across other science books, or indeed any type of book bar autobiographies, which put their author so prominently on the front.

The impression of youthfulness continues. The inside blurb opens with the following perhaps somewhat patronising sentence (my italics), “In this charming book, young scientist Giulia Enders takes us on a fascinating tour of our insides.” My more objective verdict of youthfulness/immaturity of thought comes from the relatively superficial/narrow scope of discussion: Gut gives us only an overview of the basic science behind the organ and our current understanding of what is going on. Gene is very different – deliberately so – as the latter sets itself up as a history and thus has a very broad scope in terms of chronology, revealing along the way changing cultural attitudes as well as the scientific discoveries linked to the genome. I would have liked to know more what ‘we’ (in a societal/cultural sense) think about how to understand the gut and what it does for us as much knowing the hard facts.

For example, I would have been interested in knowing more about how other cultures ‘engage’ with their gut and how their diets intuitively work with guts better. For example, I know that in Turkey, women will often drink a tiny bit of apple cider vinegar before their meal and kefir, fermented milk drinks, are an important of a region’s traditional cuisine. Both these products will encourage the development of gut flora, but how and why did these customs come about? And what else is there like this?

And we find out that there is scientific validation for relying on ‘gut instinct’ – we are simply reflecting how closely our guts and are brains are entwined. The gut is connected to our main brain via the vagus nerve, a superfast broadband connection along which messages travel in both directions. But it would have been good to know more about how this metaphor arose.

I obtained my copy of Gut from the library but I wonder on what shelf it would be found as its classification is not obvious. The blurb describes it as an ‘entertaining, informative health handbook’ – a bit of a fudge if you ask me.  Is it a popular science book or is a self-help book? For a clearer example of the latter, look no further than the latest tome from Dr Michael Moseley (of 5:2 diet fame).

However, despite the above observations, Gut did inspire me to action. I have been tucking into the below on a regular basis. Not sure I can tell the difference yet!


July 14, 2017

On watching birds

I’ve got a confession to make: I’m into bird watching.

Now, what are you thinking?

That I am perhaps a bit weird, a bit of a geek, a fuddy duddy nerd…?

Let me try again. Since the start of this year, I’ve picked up an old interest in earnest and it delivers on some different levels.

It’s good for mental and physical wellbeing.

It makes me get out and about, walking in the fresh air. I have to focus and concentrate, so it keeps me ‘in the moment’, and I naturally end up appreciating tiny little details of the environment around me, so easy to miss otherwise.

It involves learning, goals and targets.

This is important for continued motivation and means that there is more than a one-off high or moment of excitement. This new hobby keeps you coming back as you pick up more expertise and uncover new ways to stretch yourself and discover new horizons (literally) to explore.

There are low barriers to entry: it’s cheap and easy to do.

Apart from upfront investment in some good equipment, I really don’t need much to participate. There are no real membership or access fees, I can travel but don’t need to: just being in the garden can be surprisingly rewarding.

I don’t need to look good and so won’t get distracted with dressing up and fancy clothes. Comfort and practicality are the guiding priorities.

And often being in the middle of woods, on clifftops, tramping through fields or round wetlands means no temptations of artisanal foodie options. Packed lunches are the way forward. I have even dusted down the thermos flask for some expeditions.

It helps build valuable social capital.

This is at several levels. It is one of the rare and precious activities that we all enjoy as a family and thus do together as a family. It is something we all can share and discuss together, adding to the stock of memories and anecdotes of adventures in which we have taken part.

In addition, we often chat with other people on our trips, sharing sightings etc. Many reserves are staffed by volunteers and I have a sneaking suspicion that we might be giving back/volunteering ourselves later.

It’s a planet-positive interest.

My family and I have developed increased respect for nature and have become more willing to invest in conservation and other forms of support. I am sure it will have influenced how my children, the next generation, think about the world around them.

It’s a future-proofed hobby.

By this, I mean that it is an activity which can see me through into retirement. It doesn’t require an excess of physical exertion – you can take it nice and slow if you want – not like triathlons. And though fading eyesight will take its toll in later years, I’m hoping this will be compensated for by more knowledge and expertise.

And finally, the icing on the cake: though it has always been popular (one survey puts the number of those who regularly go birdwatching at close to 3m), it’s suddenly getting rather cool. I have come across various articles heralding the rise of the hipster, urban or Millennial birder who makes use of the latest tech and apps to bring new energy into spotting.

What do you think now? Not such as a geek or fuddy duddy nerd I hope!


June 16, 2017

Through the keyhole

Filed under: Consumer Trends,Technology,Uncategorized — by xrematon @ 8:04 pm
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Time for another photo essay. This time I have some images from a visit to Eltham Palace. Eltham has a fascinating history: in its original incarnation, it was a place where royalty resided, from Edward III at the start of the 14th century to being where Henry VIII spent his childhood. However, it fell into disrepair during the Civil War and then rumbled on as a farm. Like a phoenix that rises from the ashes, Eltham Palace’s new heyday came when wealthy socialites Stephen and Ginnie Courtauld gave the house and gardens a lot of TLC. The Courtaulds restored the medieval Great Hall and then added in a splash of modernity: Art Deco extensions and cutting edge innovations from that time. It was this angle – the latest technology from eight decades ago – that most intrigued me.

Time for the first photo: an image which shows how the building combines old and new. Here we can see the medieval Great Hall on the left, and then the new extension on the right.


And what about these new technologies? Well, there are some similarities in the approach taken to integrating tech then and how it is done today. One is the desire to make technology invisible: lights were put in alcoves out of sight but with their glow would spread out over the ceiling, often made to ‘go further’ with carefully positioned mirrors. Music would float dreamily throughout the room from hidden speakers – obviously not really visible in this picture!


Now, how does that compare to these speakers from today disguised as anodyne wall decorations?

Another quirky feature was the centralised vacuum cleaner, powered by a motor in the basement. Better than a robot cleaner surely?


And there were plenty of other features, such as electrical clocks built into the walls, phones (very new then), underfloor heating, and more. These features were reflective of owners’ concern to make sure that everything was just right. Apparently Ginnie chose the colour of the leather on the seats in the dining room (a soft pink) as this set off ladies’ evening wear best…

The central hall was the most stunning space – Art Deco with lots of lovely warm wood (for both furniture as well as wall decoration). The design here, as in much of the rest of the Palace, was reminiscent of the décor for luxury liners with furniture integrated into the walls and circular shapes (think port hole windows and curving walls).




I have included a set of final pictures to show another surprising aspect to Eltham Palace. Though the Palace is in London (zone 4), it is surrounded by gardens and fields, and thus walking round outside feels surprisingly green and non-urban.


The towers and spires of London can be spied as a distant memory on the horizon.



April 18, 2017

When something goes wrong at work, what happens?

The answer to this question is explored in Matthew Syed’s book, Black Box Thinking, which proposes that we could benefit from embracing our mistakes and learning from them in order to improve our performance. As with many of these books, the ideas they put forward are, on the surface, very compelling. Who could argue with the need for pompous senior health care professionals to accept they make errors, that hierarchy can be challenged, and the system reformed to ensure that people do not die from what are avoidable mistakes? The airline industry has shown that it is possible.

This is all well and good, but there is more to say about the process behind which we make decisions. Just pick up something by Malcolm Gladwell for instance. In Blink, as well as Outliers, we are introduced to people who are altogether brilliant at knowing what to do: they can make amazing snap decisions better than others who might spend hours on analysis and evaluation; and it’s often because they have in fact spent thousands of hours becoming expert in the area. That to me sounds a bit like what you want from a senior surgeon. So, it seems that it’s acceptable to work something out super quickly and trust your instincts, except for when it goes wrong. The key learning that comes out sounds surprisingly moral: avoid complacency and hubris.

But let’s go back to question in the title to this post: what happens if things go wrong at work. In my area of consumer trends and insight, I am not sure! This is both in terms of knowing whether things do go wrong or not, and if they do, what the implications are. Unlike in surgery or aviation, when a mistake can lead to the loss of human life, in marketing, the consequences are less clear cut.

Though it might be possible to argue that product sales or the loss of a client account are indicative, the more significant issue is that there is a lack of a clearly agreed metric or consensus over how such evaluations are to take place, let alone an obvious path or process for acknowledging these situations and actively learning from them. To be fair, I have known some agencies that carry out review sessions after big pitches or projects in order dissect what worked well and what didn’t. However, this is rarely consistently done, even within the same place, more often than not it is at the whim of how agency culture and priorities ebb and flow over time.

But the space where there is some energy and debate as to what is the right thing to do in marketing is not quite around learning from mistakes, but another form of improvement/trying to make things better: innovation. In a piece on Branding Strategy Insider, Geoffrey Colon argues that the challenge in marketing lies not so much in accepting that mistakes represent learning opportunities, but in being ready to have an open mind as to whether ideas might come from.

Teams of “experts and insiders” can be marketing’s worst enemy. Because they believe there is only one approach to finding a solution, they tend not to accept outlying ideas. When marketing teams represent a cross section of disciplines, the problems are quickly solved and the solutions are often applicable to other areas of business as well. One reason industries are being overthrown is that they don’t allow outsiders into their inner circle to provide new ways of thinking.

It seems the challenge for marketers lies not so much in removing the boundaries of hierarchy, but those of subject matter and discipline. But, at the end of the day, it is still about humility and being ready to accept that you don’t have all the answers – even if we can’t be too sure when it’s not right!


March 19, 2017

Weapons of Math Destruction

Filed under: Business,Coaching,Consumer Trends,Marketing,Sustainability,Uncategorized — by xrematon @ 8:50 pm
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There is much chatter about corporate social responsibility but little deep thinking about more complex moral concepts. This is what struck me as I read a polemical book about the troubling implications of living in a world ‘controlled’ by algorithms – Weapons of Mass Destruction: How Big Data Increases Inequality and Threatens Democracy by Cathy O’Neil.

The author’s Big Message is to highlight how the clever models that sit behind how decisions to evaluate teachers, job candidates, prospective customers for insurance, consumers etc, are not as objectively fair as we might think, often capturing the biases of their creators, as well as more importantly creating negative feedback loops reinforcing social divides. Poor people living in bad neighbourhoods pay more for insurance as they are higher risk; thanks to accurate targeting, they can be more easily identified to be sold payday (or equivalent high cost/poor value) loans.

Whilst this is indeed troubling, my overall response to the book was to feel glad that I don’t live in the US and that, in the UK (I think!), there are more checks and balances in place to stop the level of exploitation seen across the Atlantic occurring.

However, after reading the book, I did start to notice other examples of concerns being raised about the moral implications of business approaches.

First example: an article widely circulated among the senior management at a major international marketing powerhouse. This article raises far more worrying concepts – how search engines are effectively being ‘gamed’ by organisations who wish to propagate ideas that would normally be dismissed out of hand in a liberal democracy. The journalist tried seeing what happens when you start typing in “are muslims…”, and seeing what comes up in Google Instant (though I must confess, I didn’t get anything as bad), she observes, “I feel like I’ve fallen down a wormhole, entered some parallel universe where black is white, and good is bad.”

Second example: an interesting piece in a recent edition of 1843. A writer for the magazine went to California to ‘meet the scientists who make apps addictive’. In a way, this article provides a much-needed human face to the O’Neill book. It seems that the clever people behind all the clever new apps and algorithms are not actually evil. They are described as ‘hipsters from San Francisco – all nice people’.

However, some of them have realised that what they are unleashing on the world may not be so straightforwardly ‘good’ after all. The founding father of ‘behaviour design’, B.J. Fogg, is quoted as saying, “I look at some of my former students and I wonder if they’re really trying to make the world better, or just make money. What I always wanted to do was un-enslave people from technology.” Let’s see what some of these students have been up to:

  • One of Fogg’s alumni, Nir Eyal, went on to write a successful book, aimed at tech entrepreneurs, called “Hooked: How to Build Habit-Forming Products”.
  • Another, Tristan Harris, resigned after working for Google for a year in order to pursue research into the ethics of the digital economy. “I wanted to know what responsibility comes with the ability to influence the psychology of a billion people? What’s the Hippocratic oath?” Whilst Harris was convinced to stay on temporarily as design ethicist and product philosopher, he soon realised that, although his colleagues were listening politely, they would never take his message seriously without pressure from the outside. He left Google for good to become a writer and advocate, on a mission to wake the world up to how digital technology is diminishing the human capacity for making free choices.

My final example is a film, but it succeeded in make me think the most as it captured my imagination and brought to life the moral dilemmas at play most powerfully. Eye In The Sky explores what happens when a drone is to be used to launch a bomb into a crowded street in Kenya in order to kill a wanted terrorist. Clever algorithms make use of Big Data to calculate what is the likelihood that a small girl selling bread on this street might be killed too by this bomb. For the minsters approving the mission, it is only acceptable for the bomb to be launched if the likelihood is below 50%. Initially calculations suggest the risk is over 50% (that’s what the model says), but in the film we can see how human actors can override and manipulate models. It is clear that ultimately humans need to be ready to make difficult decisions – and live with the consequences.


February 15, 2017

Going fast and slow

Streamlined, friction-free, hassle-free, speedy, smooth.

The list could go on – what I hope these adjectives capture is how, in some elements of retail, there is an increasing focus on making the process of purchasing and acquisition simpler and quicker. Amazon is the prime example of this (inevitable pun), with various initiatives coming in thick and fast. There is Amazon Echo, through which you can place orders for music and Prime-eligible physical products; and then there are the new shops, Amazon Go, where customers can walk in, put what they want from the shelves straight into their bags and then walk out again.

Now I must confess that neither of these options has particular appeal. However, I have been tempted by the simplest of all the Amazon efficiency offers: Prime delivery. As a household, we accidentally signed up for a month’s subscription, and in the interests of research, I ordered and successfully received a same-day order, with an eight hour gap between putting in my request and tearing open the package. It was probably the quickest way to get these books. I would have otherwise been obliged to go into a big bookshop in London to be sure of finding them, but it all felt rather anti-climactic in the end. Drone delivery will be more exciting.


But what about the idea of going slow? Yes, I will acknowledge that this is getting attention in its own right, but in a way that is all aspirational and fetishised – think slow food, slow living, mindfulness, hygge etc. But what about slow as a practical approach to life?

Communication, like shopping, has all got much easier, in particular thanks to smart phones, which means we can pick up calls, texts and emails, whenever and wherever. I would like to share with you a recent example of a surprisingly simple but highly effective way to slow down communications. This example came from a colleague who is the head of an important public institution, and thus on the receiving end for complaints and concerns from users. As most of us will have no doubt experienced, it is all too easy to get bogged down in a long and ever expanding spiralling email thread. Here is what this CEO did: in response to a ‘difficult’ email, they sent a letter back. Why it was so successful?

It stopped the discussion at once: no one could be bothered to write a letter back and it seems rather odd to reply to a letter with an email.

It stopped any forwarding and copying in additional individuals, as is very easy to do with emails, thus ensuring that the discussion could be tightly controlled/managed, in a perfectly acceptable way.

And finally, and this is the sweetest part, the recipient was happy and no longer aggrieved. Who could fail to be pleased with a letter which is on nice, thick, headed note paper and which shows that the original comments have been reviewed and reflected upon, and have prompted a carefully considered response?

Now the challenge is to think about how this tactic can be deployed equally effectively in other contexts. Not sure it would work as a means of dealing with edits to Powerpoint decks – shame!


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