be-forgotten.pdf.
2. Chris Palmer, phone interview with the author, August 25, 2017.
3. Chris Palmer, “Personal Mission Statement,” Chris Palmer Online, personal web page, July 17, 2017, www.chrispalmeronline.com/s/Personal-Mission-Statement-kjlf.doc.
4. Amy J. C. Cuddy, Susan T. Fiske, and Peter Glick, “Warmth and Competence as Universal Dimensions of Social Perception: The Stereotype Content Model and the BIAS Map,” in Mark P. Zanna, ed., Advances in Experimental Social Psychology 40 (2008): 61–149.
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Notes 251
5. Susan Fiske and Chris Malone, The Human Brand: How We Relate to People, Products, and Companies (San Francisco: Jossey-Bass, 2013).
6. Wikipedia, s.v. “Disappearance of Morgan Nick,” updated March 21, 2018, https://en.wikipedia.org/wiki/Disappearance_of_Morgan_Nick.
7. David Meerman Scott, The New Rules of Marketing and PR: How to Use Social Media, Online Video, Mobile Applications, Blogs, News Releases, and Viral Marketing to Reach Buyers Directly, 6th ed. (Hoboken, NJ: John Wiley & Sons, 2017).
8. Carmen Simon, phone interview with the author, September 2016.
9. Carmen Simon, Impossible to Ignore: Creating Memorable Content to Influence Decisions (New York: McGraw-Hill, 2016).
Chapter Four
1. Eric Jaffe, “Why It’s So Hard to Detect Emotion in Email and Texts,” Co.Design, October 9, 2014, www.fastcodesign.com/3036748/
why-its-so-hard-to-detect-emotion-in-emails-and-texts.
2. Nick Morgan, Trust Me: Four Steps to Authenticity and Charisma (San Francisco: Jossey-Bass, 2008).
3. Derek Thompson, “Study: Nobody Is Paying Attention on Your Conference Call,” Atlantic, August 21, 2014.
4. Global Workplace Analytics, “Latest Telecommuting Statistics,” updated June 2017, http://globalworkplaceanalytics.com/telecommuting-statistics.
5. Giacomo Rizzolatti and Corrado Sinigaglia, Mirrors in the Brain: How Our Minds Share Actions and Emotions, trans. Frances Anderson (New York: Oxford University Press, 2008).
6. Luke Dittrich, “The Brain That Couldn’t Remember,” New York Times, August 3, 2016.
7. Nick Morgan, Power Cues: The Subtle Science of Leading Groups, Persuading Others, and Maximizing Your Personal Impact (Boston: Harvard Business Review Press, 2014).
8. Ibid.
9. Stanford Gregory, phone interview with the author, April 16, 2012.
10. Joshua Feast, CEO of Cogito Corporation, phone interview with the author, January 2017.
Chapter Five
1. Jim Harter and Annamarie Mann, “The Right Culture: Not Just About Employee Satisfaction,” Gallup Business Journal, April 12, 2017.
2. Jacques Bughin and Michael Chui, “Evolution of the Networked Enterprise: McKinsey Global Survey Results,” McKinsey & Company, Notes.indd 251
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252 Notes
March 2013, www.mckinsey.com/business-functions/digital-mckinsey/our-
insights/evolution-of-the-networked-enterprise-mckinsey-global-survey-results.
3. Lynn Wu, “Social Network Effects on Productivity and Job Security: Evidence from the Adoption of a Social Networking Tool,” Information System Research, November 1, 2012.
4. Lynn Wu, phone interview with researcher Sarah Morgan, April 2017.
5. Simon Sinek, Start with Why: How Great Leaders Inspire Everyone to Take Action (2009; repr., New York: Portfolio, 2011).
6. Robert B. Cialdini, Influence: The Psychology of Persuasion, rev. ed. (New York: Harper Business, 2006).
7. Susan Fiske, phone interview with the author, June 2017.
8. Ibid.
Chapter Six
1. Vanessa K. Bohns, “A Face-to-Face Request Is 34 Times More Successful Than an Email,” Harvard Business Review, April 11, 2017.
2. Nicholas Epley and Justin Kruger, “When What You Type Isn’t What They Read: The Perseverance of Stereotypes and Expectancies over E-mail,” Journal of Experimental Psychology 41, no. 4 (July 2005): 414–422.
3. Huma Qureshi, “You’ve Got (Offensive) Mail,” Guardian, July 27, 2009.
4. Rowena Brown, “Email Communication in the Workplace: Investigating the Impact of Email Stressors, Normative Response Pressure, and Stress Appraisals on Employee Adjustment Outcomes” (PhD diss., School of Psychology, University of Queensland, Australia, 2011).
5. Lea Winerman, “E-mails and Egos,” American Psychological Association Monitor on Psychology 37, no. 2 (February 2006): 16.
6. Nicholas Epley et al., “Egocentrism over Email: Can We Communicate As Well As We Think?,” Journal of Personality and Social Psychology 89, no. 6 (2006): 925–936.
7. Paul Aurandt, Paul Harvey’s The Rest of the Story (New York: Bantam, 1984).
8. Maria Wimber et al., “Retrieval Induces Adaptive Forgetting of Competing Memories via Cortical Pattern Suppression,” Nature Neuroscience 18, no. 4 (April 2015): 582–589.
9. Eugene Kim, “Slack, the Red Hot $3.8 Billion Startup, Has a Hidden Meaning behind Its Name,” Business Insider, September 27, 2016, www.
businessinsider.com/where-did-slack-get-its-name-2016-9.
10. The quotes and observations in this section are from the author’s Skype interviews on September 7, 2017, with various Klick Health personnel, including Keith Liu and Yan Fossat.
Notes.indd 252
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Notes 253
Chapter Seven
1. Jessica Digium, “Craziest Thing You’ve Heard on a Conference Call?,” Spiceworks, March 19, 2015, https://community.spiceworks.com/
topic/849475-craziest-thing-you-ve-heard-on-a-conference-call.
2. Ibid.
3. John Medina, Brain Rules: 12 Principles for Surviving and Thriving at Work, Home, and School, 2nd ed. (Seattle: Pear Press, 2014).
4. Rob Matheson, “Watch Your Tone: Voice-Analytics Software Helps Customer-
Service Reps Build Better Rapport with Customers,” MIT News, January 20, 2016.
5. Karin Ulbrich, Stefan Klotz, and Josef Settele, “Combining Computer and Real Environment: Experience from Implementing Biodiversity Research in the Classroom,” Proceedings of EDULEARN14 Conference, July 7–9, 2014, Barcelona, Spain.
6. Shashank Nigam, CEO of SimpliFlying, phone interview with the author, May 15, 2017.
Chapter Eight
1. Pew Research Center, “Mobile Fact Sheet,” January 12, 2017, www.
pewinternet.org/fact-sheet/mobile/.
2. Tom Rogers, “How to Design Small Decision Making Groups,” www.
intuitor.com/statistics/SmallGroups.html.
3. R. I. M. Dunbar, “Neocortex Size As a Constraint on Group Size in Primates,” Journal of Human Evolution 22, no. 6 (1992): 469–493.
4. D. Roland et al., “Will Social Media Make or Break Medical Conferences?,”
British Journal of Hospital Medicine 76, no. 6 (2015): 318–319.
5. David Meerman Scott, cofounder of Signature Tones, phone interview with the author, June 2017.
6. Roger Courville, phone interview with the author, May 2017.
Chapter Nine
1. Robert Kelly, “Robert Kelly BBC World Interview: On South Korea,”
YouTube, posted by David Waddell, March 10, 2017, www.youtube.com/
watch?v=0M7679g1Bew.
2. John Medina, phone interview with the author, August 31, 2017. See also John Medina, Brain Rules: 12 Principles for Surviving and Thriving at Work, Home, and School, 2nd ed. (Seattle: Pear Press, 2014).
3. Kathleen L. McGinn and Eric J. Wilson, “How to Negotiate Successfully Online,” Harvard Business Review, March 2004.
Notes.indd 253
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254 Notes
4. Nikki Blacksmith, John C. Willford, and Tara S. Behrend, “Technology in the Employment Interview: A Meta-Analysis and Future Research Agenda,”
Personnel Assessment and Decisions 2, no. 1 (2016): 12�
�20.
Chapter Ten
2. Denis Campbell, “Facebook and Twitter ‘Harm Young People’s Mental Health,’” Guardian, May 19, 2017. See also Tara Bahrampour, “Teens Who Spend Less Time in Front of Screens Are Happier—Up to a Point, New Research Shows,” Washington Post, January 22, 2018.
3. Barry Levinson, dir. and writer, Tin Men, Touchstone Pictures, 1987.
4. Hafeezullah Amin and Aamir S. Malik, “Human Memory Retention and Recall Processes: A Review of EEG and fMRI Studies,” Neurosciences 18, no. 4
(2013): 330–344.
5. Kathy Benjamin, “11 Simple Ways to Improve Your Memory,” Mental Floss, November 16, 2016.
6. Steven MacDonald, “21 Science-Based Selling Techniques,” SuperOffice, October 23, 2017.
7. Ryan Estis, phone interview with the author, July 2017.
Conclusion
1. Judith E. Glaser and Richard D. Glaser, “The Neurochemistry of Positive Conversations,” Harvard Business Review, June 12, 2014.
2. Jeffrey D. Karpicke, “A Powerful Way to Improve Learning and Memory,”
Psychological Science Agenda, June 2016.
3. Ray Sanchez, Natisha Lance, and Eric Levenson, “Woman Sentenced to 15 Months in Texting Suicide Case,” CNN, August 3, 2017.
4. Michael Krigsman, “HR Millennial Report: ‘We Want Transparency, Honesty, and Opportunity’—A Conversation with Two Successful Millennials Reveals Important Advice for Employers,” CXO Talk, September 26, 2015, www.
cxotalk.com/article/hr-millennial-report-we-want-transparency-honesty-opportunity.
5. Kristopher Blom, interview with the author, September 2017.
6. Janet Caldow, “Working Outside the Box: A Study of the Growing Momentum in Telework,” Institute for Electronic Government, IBM Corporation, January 21, 2009.
Notes.indd 254
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INDEX
active listening, 177, 201, 206–207
authenticity, 32, 75, 109, 136, 139
agenda
autism, 95
for Skype calls, 195
for videoconferences, 201
for webinars, 172
behavior standards, 65–67, 82
Amazon, 36
betrayals, 119–120
anxiety
blog posts, 73, 225
about loss of cell phone, 32–34
Blom, Kristopher, 240–241
as contagious, 96
body language
and lack of sensory information, 9
communication via, 21, 29, 45,
social, 243–244
58, 59, 86–87, 173
ARPANET, 15
mirroring, 222–223
asymmetrical information, 168
reading, 27–28
asynchronous communication, 15,
bonding, 153–154
17, 85–86
boredom, 20, 100, 169
attention, 235
brain
attention spans, 9, 210
knowledge about the, 11
attraction, 96
processing by, 7–8
audience
and sensory feedback, 27–42, 193
connecting with, 54, 75
See also unconscious mind
and credibility, 74
branding, 67–68, 72–75, 78, 80–82, 178
doing hierarchical thinking for,
business relationships, 50–53
137–138
buzz, 79
target, 116
webinar, 173, 174, 175, 180, 182–183
audioconferences. See conference calls Carter, Michelle, 238
augmented reality, 245
celebrations, 112–113
Index.indd 255
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256 Index
celebrities, 32
conference calls, 149–166
cell phones. See mobile phones
active listener role for, 152–153
chat programs, 141–145
agenda for, 152, 157
chat sessions, 191–211
boredom of, 20
clarity, in written communication,
case study of successful, 160–164
132–134, 136–137
cheat sheet for, 165–166
clichés, 206
client, 150, 152
client conference calls, 150, 152
distractions during, 6, 85, 149
closeness, 44
dominance issue in, 158–159, 160
closure, 105–106
emotional void of, 88–89
cold calls, 224, 226–228
equal time during, 153–155
collaboration
follow-up after, 152
and virtual communication, 199
formal remarks during, 152
in webinars, 173–174
group input during, 237
commitment, 11, 105–106, 115, 116
interactive, 156–157
communication
as interviews, 157
asynchronous, 15, 17, 85–86
last speaker, 160
via body language, 21, 29, 45, 58, 59,
length of, 154
86–87, 173
MC for, 151
conscious cues in, 101–102
participation in, 45–46
consistency in, 45–46, 74–75, 110,
problems with, 194
116, 139
public, 150
email, 127–148
rules and customs for, 155
and emotions, 99–100, 215
silence during, 154–155
evolution of, 12–13
temperature check during, 102–103
eye contact in, 5, 14–15, 100
timeliness of, 102
last minute, 129
tips for engagement during, 156–158
nonverbal, 14, 35–36
types of, 150–151
styles, 114
using emotion-laden words in,
on teams, 45
157–158
written, 15, 86, 131–140, 146–148
voice quality during, 151, 153, 159
See also digital communication;
ways to improve, 151–153
face-to-face communication;
weekly staff call, 151, 153–155
virtual communication
conferences, 242–243
community
confidence, 160
building, 79, 245–246
connection(s)
identifying, 80–81
and availability, 140
companies, and social issues, 118–119
craving for, 22, 86, 106
competence, 53, 75
creation of, 31
Index.indd 256
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Index 257
with customers, 215
detachment, 4
and job security, 108–109
digital communication
lack of, 10–11, 53–55, 105–124
beginnings of, 15
personal, 111–112
cheat sheet for, 210–211
in webinars, 173–176
evolution of, 18
See also emotional connection
flatness of, 21–22
consciousness, 57–58
lack of nonverbal communication
in, 35–36
content marketing, 79–80
missing emotions in, 3–4, 18
control, lack of, 65–84
opportunity cost of, 5–6
conversations
&nbs
p; problems with, 3
face-to-face, 100–101
See also virtual communication
negative, 234
digital confusion, 34–35
online, 73, 100–101
digital persona. See online persona two-way, 35
digital tracks, cleaning up your, 77
Courville, Roger, 178–182
distance, online, judging, 21–22
credibility, 52, 74, 216–217
distractions
criticism, 89–90
during conference calls, 6, 85, 149
crowdsourcing, 184, 245
and memory, 138
cultural differences, 113, 114, 201–202
online, 53–54, 56–57
cultural questionnaires, 122–124
dominance, during conference calls,
customers
158–159, 160
and decision-making process,
doodling, 6
217–218
double standards, 65–67, 78, 82
exceeding expectations of, 225–226
Dunbar’s number, 175
improving memory of, 221–222
interaction with, 220
needs of, 215
egocentrism, 133
relationships with, 118–120, 214–215,
email, 127–148
218–219, 224
alternatives to, 141–145
as asynchronous communication,
85–86
decision making
beginning of, 14–15
based on emotions, 10, 94–95
cheat sheet for, 146–148
by customers, 217–218
clarity in, 132–134, 136–137
fear of loss to precipitate, 116–117
downsides of, 5–6
group, 94
emojis in, 130–131, 146
unconscious, 10, 15–17, 56–58
emotions in, 130–131
depression, 14, 47, 50, 213
evolution of, 127–128
Index.indd 257
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258 Index
email ( continued)
connection between physical
grace of expression in, 139–140
experiences and, 49
having main point in, 136–137
and connections, 10–11
hierarchical thinking in, 137–138
conveyed by human voice, 97–98
hot, 130
decision making based on, 10, 94–95
including headlines in, 146
in email, 130–131
keeping up with, 196
in face-to-face communication, 6,
lack of emotion in, 17, 193–194
12–13
lack of nuance in, 46
in human voices, 19–20, 102
message hierarchy for, 130