How to Deliver Bad News to Customers
http://www.apogeehk.com/articles/HowToDeliverBadNewsToCustomers.html

Rhodes, John S.
Apogee

Abstract:

In order to be effective in the usability business, you have to face the fact that you'll have to deliver bad news. You have to talk about what's not working. You might have to bruise egos and make your client uncomfortable.