The language of apology without accountability is also its own form of dishonesty.
Sincerity and authenticity in copy
If you’ve ever had to get sign off on a press release from a non-communications leadership team, you have probably played strikeout bingo. The red pen has deleted many a ‘delighted’, ‘strength to strength’, and ‘game-changing’. There are many, many more, that give us...
Why verbing nouns needs to stop
I like, because it makes me smile, that some Australian towns thank you for visiting as you drive out by farewelling you - there are signs that say ‘Porpoise Spit farewells you’ at the edge of town. The first time I saw one of those signs I thought it sounded clumsy...
Speak human: Clearer language = better customer experience
What do you tend to do when/if you get rubbish customer service? You switch allegiance as soon as humanly possible, and probably tell your friends. ‘Your message/call is very important to us’ ‘We are experiencing a high volume of calls at the moment’ ‘Please do...
Plain English Website Audit – A how-to for clearer communication
I’m currently looking for a very specific service provider locally. I found a most excellent candidate via his most excellent website. It was written in plain English. It directly addressed my needs. I instantly knew he offered the services I needed. Unfortunately,...
Accessible digital content – Alt text
Alt text, or alternative text, is a brief description of an image or other visual content that's read aloud by screen readers to help people with visual or cognitive disabilities understand the content. Alt text is an essential part of making digital content...
Room 101 of words and phrases that make my insides squirm
Language is fluid and subjective—what irks one person might delight another. Still, there’s something cathartic about naming and shaming the words that make you cringe.fd
Inside-out comms
Your customers are not your employees. Well, in some cases they might be, but as a general rule, especially when it comes to comms they are distinct and disparate. Why am I telling you this? I’m seeing an increasing number of external comms full of internal comms. By...
Sorry not sorry – The corporate apology
Us Brits are becoming globally renowned for failing to deliver sincere and effective corporate apologies.
Grab a brolly…
I can remain both fascinated and a tad confused by the language of weather