Exploring best practice in customer-centric web content management since 1996
New Thinking is a weekly email newsletter which focuses on web content management, information architecture and writing for the Web. It has been published since 1996 and has over 14,000 subscribers. More
June 29, 2009: Secrecy versus openness in communication
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Reader Feedback
I have enjoyed reading Gerry McGovern's New Thinking newsletter since 2004. As part of an in-house web team, I feel that Gerry is consistently right on the spot in highlighting the potential issues caused by senior management, and the negative impact that they can have on the customer's experience of a corporate website.
Gerry is a web luminary and passionate advocate for quality content on websites. His New Thinking newsletter is written in simple business language without parlance, therefore it's suitable for managers, technologists, and designers alike. It can easily be read from a computer screen, unlike typical user experience newsletters often written in an academic format.
Clint Neilsen, RACQ.com
"I really enjoy your newsletter. It helps to keep my web direction on track and resist all the diversions that get in the way from the previous Tuesday. I agree that you cannot separate web content from customers - I have a constant conversation with colleagues explaining that just because an action involves technology - it does not mean it is best done by a technician.
"The perception that IT knows it all , means months spent changing it. I ask colleagues - would they ask the plumber who is fitting the kitchen where should they keep the cutlery? Or would they leave the joiner to fit the kitchen by himself without ever asking you, the customer?
"It is very refreshing to get that customer focus reminder every week- long may it continue!"
Cathy Gormal, Information E-learning and web support co-ordinator, Renfrewshire Libraries, UK
"While I have been to a number of your seminars over the past two years and read numerous publications you have written, the New Thinking subscription is probably the most valuable information you give. It is the follow-up to your teachings and always timely.
"Understanding web publishing requires re-iteration without inducing boredom. New Thinking is consistently re-enforcing and always "hits the nail on the head"."
Dean Cobussen, Director, Cobussen & Cobussen Ltd, New Zealand
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