My heart sank as the third letter arrived: i’ve been trying to arrange a routine doctors appointment for three months now, but with no success. When i ring them, i get an answerphone. When they want to communicate with me, they write me a letter. In an envelope. With a stamp. To say the pace of communication is glacial would be generous. At one point, i rooted around on the internet and found a contact email address: i had no response to the email.
In the Social Age, many organisations are being left behind: they are unable to respond to the new realities of communication, finance, globalisation, evolved social habits and free choice. Organisations who used to be able to rely on consumer lethargy are finding that pillar eroding out from beneath them. Organisation who are unable to become agile will be left behind.
In the older, hierarchical and…
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