While doing some routine computer updates on one of our copywriters’ computers, I started thinking about how they manage to keep up with all the latest words or phrases. After a little digging, I was surprised to discover that my world is increasingly encroaching onto theirs.

At the end of 2011, dictionary manufacturers began their annual search for the word or phrase that best characterised the year.

‘SODCASTING’ was one of the words shortlisted (“ Somebody listening to music through the speaker of a mobile phone in a public place” if you’re wondering), as was ‘HACKTIVISM’ (“The action or practice of gaining unauthorised access to computer files or networks in order to further social or political ends”).

In case you’re wondering, ‘SQUEEZED MIDDLE’ came out on top.

Now more than ever, the world of I.T. is playing a huge role in shaping people’s lives, but perhaps surprisingly, it’s starting to shape the dictionary.

This blog post was written by IT manager and guru Mark Reid.

I want to tell you a story. It started last spring, but has only recently reached some sort of conclusion and like all good stories, it captivated my interest from start to finish.

As a copywriter, I love words, books, reading and libraries – and I’m not the only one. A mystery artist rekindled the magic of books and libraries for many people in a time when they’re increasingly under threat. They’ve done this by leaving a series of intricate, delicate and quite simply stunning paper sculptures to be found by lucky patrons of Scottish libraries. Made from books, they were created to celebrate the medium and support their spiritual home.

One of the mysterious sculptures

Many of them have a connection to author Ian Rankin, being created out of his books, leading to speculation of it being a publicity stunt. However, this link has never been supported.

Treat yourself by reading the full story of the paper sculptures as it unfolded, as more and more of these magical pieces were found across the country.

So, a clever marketing stunt backed by a famous writer, or just a passionate individual with a cause in their heart and a gift in their hands? Personally, I think it’s one mystery that doesn’t require a solution. It’s already got all the elements of the perfect story: beauty, discovery, creativity and the tantalising prospect of more that means you just can’t wait for the next chapter.

And while we’re on the subject of how amazing books are, get a load of this. You can’t do that with a Kindle.

This blog post was written by Owen Evans

Even in these hard times when we are all keeping a tight rein on our purse strings, brand loyalty doesn’t just come down to cost and quality, but it’s also about the customer experience.

I shop at M&S because of the quality of goods that they offer and the positive experience – staff are friendly and knowledgeable, paying is quick and easy and any problems I’ve ever had are quickly resolved.

I am now a member of its Premium Club – this entitles me to a number of benefits including drinks vouchers to use in the restaurant, triple points on every purchase and free holiday insurance for the whole family.

This makes me feel like they’ve gone that extra mile to make me feel valued, which in turn makes me more likely to return and talk to others about my positive experience.

But customer service isn’t just about large corporates. My butcher not only provides me with excellent personal service and high quality meat, he also has a customer newsletter highlighting the special offers available, and gives his customers a loyalty card with rewards for frequent visits.

We all know that a bad customer experience – whether that be a refusal to refund an item, slow delivery, confusing promotions or rude staff – will make us much less likely to return and more likely to talk about the negative experience with friends and on social networks such as Twitter.

With more and more consumers heading to social networks to vent their frustrations and ask questions of the brand, it’s also vital to have a dedicated customer service presence online. Brands must reply quickly, accurately and politely to show the customer, and anyone else reading the query, that they are helpful and on the ball.

Those who get the customer service right will find it forms a solid basis for trading in 2012.

This post was written by Wendy Connolly and she’d love your feedback.

Well it’s the ninth of January already and according to the Daily Mail, today is the day most people will give up on their New Year’s resolutions. If you’re still having trouble thinking of one (let alone giving up on them!), try this brilliant New Year’s resolution generator.

We did a straw poll in the office and most popular resolutions are:

1. Spend more time with family and friends.
2. Get fit
3. Be kinder
4. Lose weight
5. Stop smoking
6. Stop drinking
7. Get out of debt
8. Learn something new
9. Help others
10. Get organised

It’s Olympic Year of course and according to the Daily Telegraph Boris Johnson’s New Year’s resolution is: “To deliver a truly epic Olympic and Paralympic Games and entrench London’s lead as the greatest city on Earth”. Former MP Ann Widdecombe has a different perspective and said: “They are tedious things and life is much better without them.” TV presenter James May has a more satisfied response: “My resolution is generally not to have a resolution, because I am already pretty happy with the way I am.”

So, whatever your resolution is, if you have one, be it learning to talk Swahili, to climb Mount Kilimanjaro, to stop biting your nails or to train hard enough to become an Olympic medallist, we wish you well and hope that you all have a successful and very happy New Year.

Here’s a selection of resolutions from the team at One:

Owen Evans, copywriter:
To get all my spelling write this year.

Amy Watson, senior pr account executive:
To do something exciting like walk the Great Wall of China. Or learn sign language.

Robyn Percy, senior pr account manager:
To be less bossy and more fabulous.

Ric Turner, senior designer:
It’s boring but to booze less and get more active.

Graeme Wood, MD:
To make Pat, my PA, her lunch at least once per week.

Pat Froggatt, PA to the MD:
To try to eat the lunch which Graeme makes for me.

Chris Leigh, web manager:
To learn to cook (…but don’t tell my wife).

Sarah Knight, head of PR:
To climb a mountain in the UK.

Martin Dixon, advertising account manager:
To teach my daughter to moonwalk.

Tristan Morris, client services manager:
To get less upset when there’s so much as a piece of paper out of place in the office.

Keith Higginbotham, accounts interface:
To become an even more loveable curmudgeon.

Claudia Manns, digital project manager:
To learn Dutch, Chinese and maybe Burmese

This post was written by Jane Holgate. Tell her what you think below. Go on!

One of our favourite campaigns of 2011 from the talented teams at One Marketing Communications was the United Utilities‘ ice sculpture at Manchester Piccadilly train station.

The Get Winter Wise campaign – a drive to help North West householders beat burst pipes this winter – launched with a huge 11ft by 11ft ice lounge.

The display, which took four ice sculptors from Liverpool-based Glacial Art a whopping 60 hours to complete, included burst pipes spewing water into an everyday front room as an unsuspecting ice man sat on the sofa.

The full service campaign will also include the distribution of Winter Wise packs across the region, radio adverts, outdoor advertising and a PR campaign targeting the north west.

Wayne Silver, business development manager at One Marketing Communications, said: “The campaign will help people get ready for winter by offering lots of useful information across different channels that all lead back to the website.”

Rose Francis of United Utilities, said: “Winter weather can bring misery to people in their homes and lasts year’s extreme weather and the coldest December for 100 years resulted in our customers suffering from frozen and burst pipes across the North West.  Over Christmas and New Year we had a record 80,000 calls into our contact centre from customers reporting that they had no water due to frozen and burst pipes.

“Every year, thousands of people are caught out by the cold weather and fall victim to the misery of frozen and burst pipes which can lead to the expense and inconvenience of a flood in the home, or no water at all. Most of the time we can only give them advice, because the pipes affected belong to them, not us.

“There’s vital information on our website and we are also handing out the Get Winter Wise packs throughout the North West.”