Earlier this month, I gathered with colleagues to review updates to a brand guide. We were deep in the language preferences section of the guide when the team came upon a point of tension. All agreed to capitalize racial, ethnic, and cultural identities such as Black, Asian, Latino, and Navajo. Still, there was disagreement among those who wished to capitalize White and those who wanted to lowercase white.

Last November, Apple released a short film titled “The Greatest,” which follows seven people throughout what is considered an average day, with an all-disabled cast, representing the authentic experiences of each cast member as they engage in various daily tasks, showcasing how Apple’s suite of accessibility tools enables them to, as Forbes writes, navigate a world that wasn’t designed with their needs in mind. It gives us a lot to thinking about.

You probably know the name Craig Newmark. You probably know his name as the founder of Craigslist, a web pioneer, a philanthropist, and—depending on your line of work—a staunch advocate on behalf of trustworthy journalism. But there’s one equally important part of his bio you may not know: Customer Service Representative.

A couple of years ago, a well-known and well-loved nonprofit organization contacted our team with a bit of a problem. The organization had been sustained by a loyal following of recurring donors, but their leadership had noticed a concerning trail off in contributions. They had lost some of their most important donors and they needed to figure out why.

This week, we offer a preview of Carrie’s new book, an excerpt from chapter one, and an invitation to explore what it means to use communication to drive change in the world.