How Customers Can Energize Your Employees

Adam Grant writes in the June 2011 issue of Harvard Business Review that research shows that customers themselves are “surprisingly effective in motivating people to work harder, smarter, and more productively.” I’ve seen this phenomenon at work in government, as well as in private industry.
 

Middle Managers in a Web 2.0 World

Eliminating middle managers was the vogue in 1990s-style reforms. Flatten the organization! After all, it was the middle managers who “sucked the life out of an organization” by filtering information, gatekeeping decisions, and smothering innovation.

But today, we’re beginning to hear praise for middle managers as being the connecting glue and the nodes of cross-organizational networks.

What’s going on here??

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