Entries by Robert Masters

Sorry – the Contrite Contrition

The mistakes that drive cynicism and undermine redemption Saying ‘sorry’ for an incident, or issue does not ‘cut-it’ any more with affected stakeholders, or the media. Insincere apologies can make the situation even worse. Unfortunately, CEOs have fallen into contrite contrition in just using the words, but not fully recognising the importance of the sincerity […]

The digital transformation of stakeholder engagement

Communication is transitioning to a ‘new era’ in service delivery efficiency and effectiveness. It is a ‘customer-centric’ service delivery; i.e. ‘providing the best possible customer experience (satisfaction) utilising the most efficient delivery model’. This means not only new technologies, but also a new approach to personal communication. Modern Innovative government is committed to addressing this […]