Eva Stefanidou
Richard Hall
Peter Friedman
Stephen Walters
Jonathan Friedman
Gabriel Fitzpatrick
Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
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Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
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Tomorrow’s NHS advice: Chase us, or die trying
Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
A Law Firm’s First Impression? Uncannily Warm and Cuddly. But It Just Doesn’t Last
Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and...
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
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Tomorrow’s NHS advice: Chase us, or die trying
Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
A Law Firm’s First Impression? Uncannily Warm and Cuddly. But It Just Doesn’t Last
Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and...
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Layout C (4 columns)
Tomorrow’s NHS advice: Chase us, or die trying
Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
A Law Firm’s First Impression? Uncannily Warm and Cuddly. But It Just Doesn’t Last
Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and...
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams...
The 42 Hour Paradox: Why We Keep Making Our Responses Slower
We are currently living through a bizarre operational paradox. In the last two decades, corporate technology stacks have evolved exponentially. We have transitioned from basic email servers to complex CRMs, intelligent...
Today’s Zero Trust Frameworks Are Creating Inbox Paranoia
Here at ReplyResearch, we’re constantly on the lookout for insights impacting your corporate reachability and responsiveness. We just uncovered a truly fascinating piece of academic research that comes up with a brand...
Is Customer Service having a Hotel California Moment?
You can checkout any time you like, but… What The Atlantic’s article about sludge reveals when we look at who can reach an organisation, who gets a response and who is left chasing… forever? Chris...
Dr. Mark FriedmanLayout D (3 columns)
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