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Randall's Resources
Whenever I speak or write, I often prepare extra "bonus" materials.
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Six Top Thought Leadership Articles

For most people in senior roles, the holy grail of recognition is embodied in two terms: Thought Leadership and Trusted Advisor.  Yet too often, these very terms are thrown around, overused, and just perhaps, may be losing their value. Notwithstanding this, the underlying concepts are powerful - with a matching value in the marketplace.  Here are six posts that explore these concepts: This first article describes the intersection between Price/Expertise/Trust. http://www.randallcraig.com/cheap-smart-and-trusted/ This next article revisits the concept, but asks what happens [...]
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Bloated Websites: Transparency vs. Accessibility

How often are you frustrated by websites that have so many pages, it is impossible to actually find anything? Unfortunately, this is all to common of a complaint.  Websites are often used as corporate dumping grounds for every bit of information from every new initiative, often spanning backwards into the decades.  And every time the website is redeveloped, the old content continues to be dressed in shiny new clothes; rarely is any time spent cleaning the closet of older, no longer relevant content. Why is this?  Here are five reasons: Internal political pressure [...]
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Customer Service: Automated, Templated, or Customized

Many organizations struggle with setting up a social media (or email) response strategy.  How do you trust front line staff to answer properly, if they don't know the policies?  How do you have a consistent response, no matter who responds, or when?  And how do you minimize service costs, while maintaining service quality? One thing is certain: if you don't get your social media (or email) response strategy right, there will be complaints: they don't care about me.  They are unfair. Why were you able to do it for so-and-so, and not me? And worse, these complaints will be made publi [...]
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About 

Randall has been advising on Web and Social Strategy since 1994 when he put the Toronto Star online, the Globe and Mail's GlobeInvestor/Globefund, several financial institutions, and about 100+ other major organizations. He is the author of seven books, including the recently released "Everything Guide to Starting an Online Business", and speaks across North America on Social Media and Web Strategy. More at randallcraig.com and 108ideaspace.com.