Chris - Great post! The last part rang true: stop saying “join the conversation.” This applies also to speaking with clients, clients who may not know how to pick up the phone. You can’t say “join the conversation” or “pick up the phone” if they don’t know how. I keep these concepts like “conversation,” “participation” and “engaging with the customer” to a minumum when talking to clients. No, they want to see how to use tools, and it’s our job to give them the right tool kit that’s in line with their business strategy so they can make the right phone call (did I just meld together too many of these analogies?). Also, the way to join the conversation is going to be different for each person. Just like a phone call: for some conference call is best, or calling the operator, or call waiting, or *69. Whatever it is, you’re right, “joining the conversation” becomes a little meaningless! kate - Kate Brodock