It's the morning after 9/11. What have you done today? 

From 2006 comes this discussion on how the smallest things can make the biggest impact when it comes to customer service.

Over the course of time, I have published more than 300 articles in professional trade journals. Many are no longer archived online. This page is designed to provide access to some of my most requested work. Thanks for visiting! 

In this 24/7 media world, attention is drawn to our problems. If we can't fix them, public opinion will.

Technological progress is often impeded by those trying to make a buck. It's people we need more of.

First published in 9-1-1 Magazine in 2011, this piece is still relevant today. Did you ever feel like a fire hydrant and the rest of the world were dogs? Read on!