TWO GREAT ARTICLES IN ONLINE

I want to call your attention to two articles in the January/February 2008 issue of Online (v. 32, no. 1). The first is When Internet is InterNOT (pp.32-36), by Arno H.P. Reuser [Ministry of Defence, the Netherlands]. Reuser writes that the Internet is NOT: international, easy, just like Google, large, objective, or anonymous. This is a good article to send to your boss (and his or her boss, too).

The second article is Put the “Service” in Self-Service (pp.55-57) by Darlene Fichter [University of Saskatchewan, Saskatoon, Canada] and Jeff Wisniewski [University of Pittsburgh, Pennsylvania, United States]. “To improve online customer service, be willing to do two things: Act quickly and fail.” They really “get it.” Unfortunately, neither is available for free online.