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The TSM in Detail – 1 – Communication & English Today

I’ll start with the context. A report from Radicati shows that, on average, business users produced about 36 emails per day in 2014. I worked out that this is an average of about 1,800 words per day. For comparison, Stephen King recommends that writers aim for between...

The TSM in Detail – 4 – Appropriate Channel

I’ll now explain the four General Guidelines, starting with Appropriate Channel. This table shows various possibilites for communication with my client. It can be seen that email is the poor relation. Compared to most other media, there is a lot of information missing...

The TSM in Detail – 0 – Title Slide

This video is about writing email. It is based on Chapter 9 of the Clients Encounters book which contains specific guidelines and examples for Customer-Facing Engineers. However, in this video, I will focus on the Two Second Message tool and its General Guidelines....

The TSM in Detail – 6 – Be Upfront

The second General Guideline is Be Upfront. The Radicati report that I quoted from a moment ago stated that business people received an average of 85 mails per day in 2014. I know clients that receive even more than that, and so it’s obvious that they don’t have time...