After a quick break for coffee (Harold paid!), we began to explore ways to improve the quality of Harold’s email. I handed Harold a printed email.

“I’d like you to read this email and stop when you understand the action required.” I took out my stopwatch, “Ready, set, go!”

Harold quickly began reading the email, which was titled One More Thing.

To: Tiger Team National Distribution List

Cc: Ed Henry, Tyler Banks, Sheila Mehta, Cindy Wu

Attachments: NhddMtgNotes.doc, NatSls07.xls

Subject: One More Thing


I wanted to thank you all for your participation in last week’s meetings. It was great seeing you all in sunny Florida. The information that you shared was really helpful and it will help us all to better service ...

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