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A resort in the Arizona desert hardly seems the logical setting for an exercise in crisis management. But that was the dominant theme set forth by most of the speakers at the recent annual meeting of the American Association of Advertising Agencies in Scottsdale.
To hear clients, agency executives and representatives of the new-media elite tell it, agencies are dysfunctional. They don’t listen to or respond to their clients; they don’t deliver enough big ideas; and they charge for their services in a manner that skews solving clients’ problems to a TV screen.



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