Page 206 - The Voice of Authority

Page 75, . . . here’s the drill . . . Speculand, Robin.“Getting Em-
ployees Behind Strategy,” Strategic Communication Manage-
ment, February/March 2006, Vol. 10, Issue 2, p. 5.

Page 121, . . . identify with their future patients. Thornburgh,
Nathan. “Teaching Doctors to Care,” Time Canada, 6/19/2006,
Vol. 167, Issue 25, pp. 46–47.

Page 121, . . . emotional concerns of people. Martin, Dick.
“Gilded and Gelded,” Harvard Business Review, October 2003,
Vol. 81, Issue 10, pp. 44–54.
Page 131, . . . to sue have fallen dramatically. Soll, Roger, MD.
“ ‘Sorry’ Seen as a Magic Word to Avoid Suits,” Associated Press,
November 15, 2004.
Page 135, . . . to e-mails within 24 hours. iMediaConnection.com
by eMarketer, May 4, 2005.

Page 135, . . . response in less than an hour . . . Greenspan,
Robyn. “Customer Service Lags, CRM Spending Expectations
High,” E-Commerce Guide, April 4, 2003.

Page 136, . . . before having his or her issue resolved. Jekl, Jason.
“Putting Customer Back in Customer Service,” Supplement to
KM World, November/December 2005, p. 58.

Page 136, . . . in response to some crisis. Holland, Robert J., and
Katrina Gill. “Ready for Disaster?” Communication World,
March/April 2006, pp. 20–24.
Page 137, . . . face-to-face time with employees. Cagle, Jimmy.
“Internal Communication during a Crisis Pays Dividends,”
Communication World, March/April 2006, pp. 22–23.

Page 141, . . . made USA Today. ——“Irreverent Blogger Leav-
ing Microsoft.” USA Today, June 12, 2006.
Page 153, . . . that they temporarily ‘own.’ ” Bezos, Jeff. Letter to
Shareholders, Amazon.com, l998.
Page 161, . . . with the worst writing skills make. Fisher, Anne.
“The High Cost of Living and Not Writing Well,” Fortune, De-
cember 7, l998.
Page 175, . . . even if it’s bad news. ——“Bad News Gets Easier,”
T+D, November 2005, p. 16. (Staff written)

194 The Voice of Authority