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Why Words Matter Newsletter July '20

Hi there,

How are you today? We hope you’re holding up at the moment.

When we thought the world couldn’t get more remarkable, June proved us wrong. Again.

As Black Lives Matter protests continue against the backdrop of the pandemic, we’ve seen statues toppled, hate-spouting racists banned from Twitter, and black authors topping the book charts as the world wakes up and protests against structural racism.

So let’s jump straight into our resources this month, and remember to let us know if you rather not receive our emails - we won’t take it personally!

1. A dictionary changes the definition of racism - Forbes - Merriman-Webster has changed its definition of racism to reflect the systemic meaning of the world away from just prejudice. For more on the language and nuance of race, ethnicity and racism, see also:

2. Brand and marketing in the time of coronavirus (part 1) and What next? (part 2) - Hug London - combining fresh thinking and insights from business owners to offer dozens of ideas to re-evaluate what your brand means to your customers throughout and beyond the pandemic.

3. How to write emails in a pandemic - BBC - the words we use have the power to form connections or alienate people. Putting yourself in your customers’ shoes, recognising their needs and feelings, and writing as a human being is now more important than ever.

4. Words are also actions - Nia Campbell, Tidy Content - during a lively Twitter debate, we were asked ‘does it matter what words you use if they mean the same?’, and we thought it was time to blog about why words matter.

5. Customer support is being turned upside down - here’s what you need to do about it - Intercom - an in-depth exploration of the state of customer support, and what you can do as the internet and customer expectations change.

Have any interesting ideas or resources we can share? Or fancy a chat about language and communication? Just reply to this email to let us know!

Stay safe, take care of your loved ones, and get in touch if we can help.

Nia and Adrián

Tidy Content

(If you enjoy this email and know someone who would get a lot out of it, please consider forwarding it to them. Or if you were forwarded this email, maybe sign up so you can receive it each 1st of the month - it’s on us! ;-) )


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