“Opinion: When things go wrong, the truth shall set you free” by John D. Halamka (ComputerWorld Mag, 15 June 2009). It’s never easy when things collapse. What makes it even more difficult is that as emotions increase rational thoughts get shoved aside. In short, being human isn’t easy. Lucky for the rest of us Mr. Halamka isn’t ready to give up yet. Here he offers five steps to take out some of the sting. We recommend commiting these five to memory. They will come in handy no matter what your role / profession. The bonus is, they have value off the clock as well. If necessary, look in the mirror and practice them. Because as we all agree, practice makes perfect.

“Customer Loyalty Program Goes Beyond Discounts and Coupons” By Jarina D’Auria (CIO Mag, 15 June 2009). This is brilliant! Stop whatever you’re doing and read it now. Read it twice, it’s short. As a teaser here’s a pull quote from Haggen’s Chief Information Officer Harrison Lewis:

“We wanted to redefine the game because we believe this is a competitive advantage for us and we wanted things that really would benefit our guests,” Lewis says. By creating an experience different and easier than that of other supermarkets, Lewis believes customers will bring in more business for the company.

and another bit from the last paragraph:

Members of the Haggen staff took the time to hear the opinions of customers before implementing the program by holding a panel to discuss their preferences about supermarket shopping. “We wanted [the program] to make the experience easier for them to shop in our stores,” says Lewis. “We respect our guests and their time.”

Makes you want to pick up and move to Bellingham, Wash.