Greg James punched the button on the Lexus’s stereo, scanning the stations for the morning news story he didn’t want to hear. Sure enough, 101.7 was in mid-broadcast, playing that scratchy, dramatic 911 recording. “Help! The baby!” a young woman shrieked. “She’s—oh, she’s hurt her head! She’s bleeding all over! Oh, my God—it’s not my fault!”
A version of this article appeared in the April 2001 issue of Harvard Business Review.
