Last year, I started using a Web application for my to-do list, Gootodo. It's a brilliantly simple little tool that has streamlined my work life. Simple but useful tools are difficult to find.

The creator of this tool, Mark Hurst, has an e-newsletter I subscribe to called Good Experience. His latest newsletter (and blog post) discusses the No. 1 requirement for a good experience, which goes against the grain of most business thinking: empathy.

Empathy - the driving force behind good listening - is the number one requirement for anyone who wants to create a good experience. Not a long list of methods, not a scholarly knowledge of one's niche field - but empathy. Anyone can learn a method; but people who can listen, can pay attention, can see the experience from someone else's perspective, are rare and valuable.

Writing a book, for example, requires the author to constantly read and re-read the text from the perspective of the readers: will this make sense to them? Not to me, the author, but to someone who's coming at this fresh?

Throughout the years, my own company has been fairly good at this. We conduct surveys, focus groups, and make it easy for customers to contact us. Our editors are not protected from the random calls coming into reception from people who want to know how to get published. I believe we do listen. While F+W may not always succeed in delivering a good experience, at the very least we know what that good experience looks like, even if our own internal systems prevent us or limit us from delivering it! (One example is WritersMarket.com, which is an excellent tool, but still needs improvement—and that's a task we've been undertaking intensively for more than two years now.)

But back to writers specifically: If you're writing a book, are you really focusing on the reader, or are you more concerned with publication or "spreading your message"? Of course there's nothing wrong with being motivated to spread a message, but what I find unique is when a writer wants to help or benefit others, and asks that question first and foremost. Then the writer has his focus on the right place: the marketplace. In fact, if more writers honestly asked themselves this question, would they still conclude that writing, publishing, and promoting a book is the best course of action?