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New research on communication from Harvard Business School faculty on issues including intentiona nd meaning, communication technology, and communication strategies.
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How To Ask Better Questions

by Kristen Senz

To make the best decisions, managers must ask the right questions. This collection of past studies by Harvard Business School researchers will help you gather the critical information needed to prepare for action. Open for comment; Comment(s) posted.

Infographic: Can I Please Speak to an Actual Person?

by Katherine Vizcardo and Danielle Kost

Customers still want the option to access human help in automated service—even if they don't use it, says research by Michelle A. Shell and Ryan W. Buell. Open for comment; Comment(s) posted.

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

by Michelle A. Shell and Ryan W. Buell

Firms increasingly deploy self-service technologies (SSTs) to manage customer interfaces that are inherently stressful. For example, patients may be asked to use kiosks to check themselves into hospitals. This study finds that customer anxiety during SST transactions can reduce customers’ trust in the service provider. Operational design choices may help.

Ignore This Advice at Your Own Peril

by Dina Gerdeman

Refusing to act on advice from a respected colleague or mentor can backfire and damage your working relationship, a new study says. Hayley Blunden explains the career implications of seeking counsel from others. Open for comment; Comment(s) posted.

Branding Sells Cereal, Handbags, and Vacations. Can It Sell a Country?

by Danielle Kost

Countries such as Israel now realize they need to engage in public diplomacy as well as foreign diplomacy, and in place branding, not just political advocacy, says Elie Ofek. Open for comment; Comment(s) posted.

Gender Stereotypes in Deliberation and Team Decisions

by Katherine B. Coffman, Clio Bryant Flikkema, and Olga Shurchkov

Professional success requires the ability to contribute ideas, and receive credit for them. This paper explores gender differences in how men and women communicate and reward each other in team decision-making problems. We find that women are recognized less often for their contributions in male-typed domains.

Oral History and Writing the Business History of Emerging Markets

by Geoffrey Jones and Rachael Comunale

Oral history is a valuable resource to explore how businesses developed and functioned in Africa, Asia, and Latin America, regions with a growing share of global economic activity and the majority of the world’s population. While oral history is not uncritical, it provides openings for opinions, voices, and judgements on events on which there was often silence.

The Salary Taboo: Privacy Norms and the Diffusion of Information

by Zoë B. Cullen and Ricardo Perez-Truglia

Barriers to the diffusion of salary information have implications for a wide range of labor market phenomena. This study of employees of a real organization shows that individuals significantly misinterpret their peers’ salaries, partly due to pervasive preferences for concealing own salary, and a potentially strategic decision of high earners to withhold their personal information.

How Companies Can Increase Market Rewards for Sustainability Efforts

by Rachel Layne

There is a connection between public sentiment about a company and how the market rewards its corporate social performance, according to George Serafeim. Is your company undervalued? Open for comment; Comment(s) posted.

Make Your Employees Feel Psychologically Safe

by Martha Lagace

To do their best work, people need to feel secure and safe in their workplace. In a new book, Amy C. Edmondson details how companies can develop psychological safety. Open for comment; Comment(s) posted.

Lazy Prices

by Lauren Cohen, Christopher J. Malloy, and Quoc Nguyen

The most comprehensive information windows that firms provide to the markets—in the form of their mandated annual and quarterly filings—have changed dramatically over time, becoming significantly longer and more complex. When firms break from their routine phrasing and content, this action contains rich information for future firm stock returns and outcomes.

'Always On' Isn't Always Best for Team Decision-Making

by Roberta Holland

Is it possible for teams to communicate too frequently? Research by Ethan Bernstein and colleagues suggests that groups that meet less often may be better at problem-solving. Open for comment; Comment(s) posted.

Think of it as Professors in Cars Having Coffee

by Sean Silverthorne

Has the art of civil debate returned? In the new Harvard Business School podcast series After Hours, professors Youngme Moon, Felix Oberholzer-Gee, and Mihir Desai discuss issues ranging from gun control to voice-activated digital assistants. Open for comment; Comment(s) posted.

Sexual Harassment: What Employers Should Do Now

by Dina Gerdeman

Organizations are realizing they are not doing enough to stop the inappropriate behavior that can lead to an awkward office environment, lawsuits, and reputation damage. Open for comment; Comment(s) posted.

Thanks for Nothing: Expressing Gratitude Invites Exploitation by Competitors

by Jeremy Yip, Kelly Kiyeon Lee, Cindy Chan, and Alison Wood Brooks

Think more carefully and strategically about expressing gratitude while negotiations are still underway. Even if negotiators feel grateful for concessions from a counterpart, it may not help them, and it might even hurt them, to express it then and there. Wait until the deal is done before saying thanks.

Amount and Diversity of Digital Emotional Expression Predicts Happiness

by Laura Vuillier, Alison Wood Brooks, June Gruber, Rui Sun, Michael I. Norton, Matthew James Samson, Emiliana Simon-Thomas, Paul Piff, Sarah Fan, Jordi Quoidbach, Charles Gorintin, Pete Fleming, Arturo Bejar, and Dacher Keltner

Emoticons might seem trivial because they require just the tap of a finger, but this study shows how emoticons make a difference in overall emotion expression. People use emoticons to highlight the emotions they intend to convey, and emoticons also serve as predictors—and causes—of happiness and well-being.

Backhanded Compliments: How Negative Comparisons Undermine Flattery

by Ovul Sezer, Alison Wood Brooks, and Michael I. Norton

Backhanded compliments seem like praise but can leave a sting. This study explores the psychology of backhanded compliments. Flatterers deploy backhanded compliments to garner liking while conveying social status. Recipients view praise of this kind as strategic put-downs and penalize would-be flatterers even as the backhanded compliment undermines their motivation and perseverance.

Feeling Stressed? Try Sniffing Your Romantic Partner's Shirt

by Carmen Nobel

Attention business travelers: Reducing on-the-road stress might be as simple as tucking a loved one’s t-shirt into your suitcase, according to new research by Marlise Hofer, Hanne K. Collins, Ashley V. Whillans, and Frances S. Chen. Open for comment; Comment(s) posted.

Language and Globalization: The Mandate to Speak English at Rakuten

Re: Tsedal Neeley

Japan’s largest online retailer, Rakuten, is rapidly expanding into global markets and requiring all employees, where ever they are located, to conduct business in English. Tsedal Neeley discusses the strong connection between language and globalization. Open for comment; Comment(s) posted.

Asking Questions Can Get You a Better Job or a Second Date

by Rachel Layne

Knowing how to keep a conversation going can improve your career as well as your social life, according to research by Alison Wood Brooks and colleagues. Open for comment; Comment(s) posted.