A letter to my niece on her third birthday

Dear Libbie, I’m writing this the week after you turned three. Three whole years you’ve spent on this planet and what a three years they’ve been. I often use you as one of the reasons I started blogging, so it felt natural to write this as a letter blog post to you, so one day […]

A case of mistaken identity? A matter of life and death

My Dad died four months ago from bile duct cancer, cholangiocarcinoma. Since then I’ve seemed to blog less, and in a way that may be no bad thing, I’ve been doing lots of thinking and reflecting and recharging, but have had less concentration and less inclination to put fingers to keyboard. Then this week a […]

How to handle disgruntled customers – Ollie style

Last night I reached my tolerance of the First Great Western website’s new booking system and fired out a despondent tweet venting my frustration. You can read more about the concerns I have with this new system and the apparent lack of user testing (because I refuse to believe that anyone did test it) on […]

Ticket booking with First Great Western #feedback

I had a moment this evening, a little one, where my frustration peeked when I went to book my train tickets for next week. I try not to book with The <insert mode of transport>line because they are explicit in their charges of a booking fee and a credit card transaction fee. Of late I’ve […]

Twitter etiquette MT – the responses

Earlier today I posted a blog post about modified tweets, MTs. What followed surprised me no end, there was a really engaging conversation on Twitter. Lots of people agreeing, disagreeing, asking for more information, offering alternative views. I’ve done by best to capture the thoughts that people offered and group them according to themes: How […]

Twitter etiquette – modify this? #MT

I’ve been blogging recently on this site about social media and how it can support engagement if done well. This morning I posted a slightly ranty tweet that went as follows: This wasn’t particularly subtle, it wasn’t meant to be. It also wasn’t actually directly at one individual in their own right, but a small […]