how to write an incident report
Matthew Moyle-Croft
mmc at internode.com.au
Sun Oct 21 10:46:31 UTC 2007
>
> I think you greatly underestimate how customers react to the truth.
>
Indeed - "The Cluetrain Manifesto"
(http://www.cluetrain.com/book/index.html) is probably a good starting
point to understand exactly that point.
MMC
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