It’s possible to have a better experience at a budget motel than a five-star resort, purely because one meets our expectations and another doesn’t. Yet organisations typically do not model the ...

I often hear from frustrated landlords and tenants, and the cold weather across the country has many people facing unusual situations. Here are some excerpts from letters I've gotten in the last few ...

Seasoned project managers and experienced software engineers know that expectation management is an important part of any successful software development project. And managing expectations dictates ...

It’s a new semester, so I briefly want to revisit a perennial topic among academics: the increasing demands on our time from e-mail, social media, and the internet more generally. I often hear this ...

Let us face it - the expectation from our faculty, student, staff and alumnae in terms of technology and library services is sky high and all of us are struggling to figure out how best to support ...

As the downturn bites, everyone is updating their plans, writes Chris Tarry. Analysis from Antonio Panariello of Flight Insight In the January issue of Airline Business I touched briefly on issues of ...

My patient sat across the desk from me. The setting was military — both officers, we were nearing the end of our year-long duty in Afghanistan — but the essence of the encounter is common in many ...