'Small', we hasten to add, does not mean 'unimportant'. Some of the smaller projects we undertake for BT are extremely important - a well-worded letter that wins over customers, for example.

Talking of letters, we've done sales letters, customer welcome letters, internal 'rally the troops' letters... We've also done postcards, case studies, product description nuggets... 

It all matters. It all makes a difference.