We remember moments… “We do not remember days, we remember moments.” – Cesare Pavese Another way of looking at this is that it’s the small things people remember, not the big ones. For example: Your members and customers won’t remember the roll out of your new AMS, but they will remember that their contact information …

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Acknowledging problems is part of managing expectations Research was done some time ago that suggested that the best way for doctors and hospitals to avoid costly litigation for malpractice was simply to apologize. The vast majority of people who sued their doctor or hospital just wanted someone to admit that mistakes were made! I find …

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Need data? Consider third-party sources I always tell my clients, only collect data that you’re actually going to use. A corollary to that rule might be “If you’re really going to use the data, you don’t have to collect all the data yourself; consider third party sources for data you need.” It’s not unusual for …

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Action must follow the decision When I work with my clients on their projects (whether system selection, system implementation, or other data management projects), I emphasize to them how important decision-making is. We can’t move if we don’t make choices, and if we don’t move, we can’t make progress/improve things. But the key to any …

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Everything should be focused on improving user adoption Your AMS is a tool, and a tool is only as good as the person using it. And if the tool isn’t being used at all, then the tool is useless, by definition. This is why everything you do related to the AMS has to answer this …

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