Somewhere along the way, markets latched on to mass production, “characterised by alienation and mystery (p. 10).

Just about all the concessions we make to work in a well-run, non-disturbing, secure, predictably successful, managed environment have to do with giving up our voice (p. 42).

The internet is inherently seditious. It undermines unthinking respect for centralized authority, whether that 'authority' is the neatly homogenized voice of broadcast advertising or the smarmy rhetoric of the corporate annual report (p. 8).

But many businesses, especially large ones, still refuse to acknowledge these radical shifts affecting internal workforces and external markets. They don't want to relinquish hierarchical control... it's what they know (p. 18).

The question is whether, as a company, you can afford to have more than an advertising-jingle persona. Can you put yourself out there... Can you deal with such honesty? Human beings are often magnificent in this regard, while companies, frankly, tend to suck (p. 25).