To blog or not to blog…
By swilson | November 10, 2008
I’m seeing conflicting reports. There was the article I read recently from Wired that said if you haven’t started a blog, forget it. Blogging is passe. Now, it’s all about Twitter and Facebook.
A couple of weeks ago, both Ragan and Melcrum were all about blogging. Even CEO blogging. Based on the experience I’m having with two senior executives who are not CEO’s, how can a CEO make the time? Especially by him or herself? It’s a rational question.
What we’re doing with our client is create a blogging gang – at least three of them at a time, so no one person has to bear the burden alone. It’s still a challenge for them each to carve out time. Let’s face it – it is an added responsibility on their already full plates.
But, while some espouse blogging benefits as influencing the success of change and organizational initiatives, I ask how did you measure that? How do you really know it helped you knock that one out of the park?
Usage data, surveying, ranking just aren’t enough to prove the value. And, until we really prove it, we’ll continue to see disagreement among the “experts” about whether or not we should blog. On our project we are culling usage data, analyzing comments and conducting a user survey. At the end of the pilot we may also do some informal interviews. I’m still not sure it will be enough to prove the ROI.
Either way, I’m happy to say that the usage data all looks good and the blog gang is still excited.
Topics: Change Communication, Intranet and Portal | No Comments »
Blogging without RSS – recipe for non-involvement
By swilson | October 28, 2008
We have finally tested the necessity for RSS feeds with blogging in a client project. Didn’t set out to test this particular aspect. We said from the start that RSS feeds would be crucial. That is the accepted thinking in the blogosphere. No RSS feed, no attention. People cannot be expected to remember to go to your blog without a prompt.
In this case, the blog itself is running in a test environment within the client’s systems. It’s strictly for internal use. The RSS capability just isn’t available yet.
During the first two weeks, we saw a dramatic impact from the promotional e-mails we sent. No promo e-mail, no traffic. I mean the difference in traffic is pretty astounding. New posts simply went unnoticed. There was no denying the need for a more regular notification. But, we didn’t want to impose a promotional e-mail on all users for every new post.
At one point we tried wrapping the notification in with other broadcast e-mails to reduce volume. Traffic stalled. If it isn’t the primary topic, it doesn’t get noticed. Or, if it is associated with something people have already learned to ignore, forget getting their attention anew.
Luckily, the technical team was able to figure out another way to allow users to set an alert. This way, the users who care get an e-mail alerting them of a new post. Now, we’ll spend the next two weeks watching the usage data for traffic spikes on days a new post goes up, not just on the days a promotional e-mail goes out.
But, because the alert requires user involvement, not unlike an RSS feed, it still isn’t foolproof. If the organizational culture is one that doesn’t do pull, but relies on push, then you need a whole campaign designed to change that culture.
The project has been great confirmation of what we intuitively knew to be true – blogging without RSS feeds or some other notification just doesn’t work. But the real aha for me is how much the organizational culture affects usage. I’m right back to change communication!
Topics: Change Communication, Intranet and Portal | No Comments »
Employees are smart about blogging
By swilson | October 20, 2008
We don’t give them enough credit. In the process of helping two senior executives launch a blog, I’ve been reminded how truly smart and insightful employees are.
Executives often express concern about how employees might behave on a blog. This is sometimes reason alone for never going there. Generally speaking, employees manage their behavior on internal blogs with great aplomb. This has been the case in the past two weeks since this client’s internal blog launched. But, wait, there’s more.
They have really interesting things to say. That’s right, they are adding every day to the rich conversation. One shared a personal story about how social media helps her establish relationships with others: “…I found a human connection with them today…” Another shared front-line perspective about the budgeting process: “It’s hard to have a discussion about the right “number” or even the right headcount without discussing service quality in mutually-agreed terms.” Still another several discussed how blogging can help employees outside the group in question learn more about what this group does for the company.
It’s really good stuff. We’ve already far exceeded our goals for awareness and visitors among the targeted group. And an assessment of the actual comments show that employees are adding value, not just soap-box diatribe.
What’s been your experience with internal blogging relative to employee behavior?
Topics: Intranet and Portal | No Comments »
Re-framing change in the employee mind
By swilson | October 9, 2008
Can we just stop talking about change as though there is an end? As though, if we can just get through this current change, everything will settle down?
It won’t happen. We know that intuitively. We might wish for change to halt and give us a break, but does it ever? Have you noticed that everything you communicate to employees has to do with change:
- New benefits
- Different strategy
- New leaders
- The market
- Instead of talking about when “integration is scheduled to be complete,” what about engaging employees in discussion about “how can we continue the great business process improvement work spawned by integration to improve other parts of the organization?”
- Instead of just spoon-feeding how-tos on a new software tool and giving deadlines for migration action steps, how about creating a wiki where new users can share techniques they discover and things they love about the new tool?
- Instead of talking to employees about “until the market settles down,” what about conducting a web-based town hall that solicits ideas for how the organization can streamline processes and be more innovative all the time, not just in tough times?
Topics: Change Communication, Leader communication, Writing | No Comments »
Colleagues who step up
By swilson | October 6, 2008
With the 2008 IABC Southern Region Conference over, the entire volunteer team is taking a breath. It was, by all accounts, a huge success. Great feedback on the vast majority of speakers, great feedback on the conference experience. Attendees seemed to enjoy being there and left with considerable value.
During the opening reception Sunday night I chatted at length with a client who was also speaking at the conference. Patty Crowley is brilliant and has great insight – she is also a true pleasure to work with because her intellect keeps me on my toes.
She asked me “what are you most proud of in all of this,” waving her arms about the room. I had to pause. Throughout I pressed the team on keeping the budget down, meeting deadlines and paying attention to the smallest details. They achieved beyond my wildest dreams on each of these. But, these are not what I am most proud of.
I am proud of the way individuals on the team stepped up, took responsibility and delivered. As a consultant without a huge staff, I no longer lead a large team as I did in the corporate world. My leadership opportunities come in different packages now. So, I am most proud to have led a team of professionals who stepped up, took charge and produced a truly valuable and successful event.
For independents or members of very small firms this is an important way to stay connected and involved. It reduces the sense of isolation I know many of these folks feel. It also helps you keep your leadership and decision-making skills sharp – an important step when serving clients.
Next time you feel isolated or miss leading a team in your old corporate role, consider stepping up to a volunteer leadership opportunity. It’s a great way to feel energized and on top of your game!
Topics: Eloquor | No Comments »
Where’s the desire to develop?
By swilson | September 22, 2008
When did we become so entitlement oriented that we won’t pursue any professional development unless our employer pays for it? As chair of the 2008 IABC Southern Region Conference, I can’t tell you how many conversations I’ve had of late with people who say they aren’t coming, can’t afford it because “my employer won’t pay.”
Why should the employer pay in the first place? If I am developing my own skills, making myself a better communicator, doesn’t it make sense that I invest some in my own development? Isn’t it really just a bonus that my employer might pay for some of the cost? And, times like these, with a troubled economy and job losses, are really the perfect time for us to hone our skills. You never know what may be just around the corner.
Ultimately, developing my own skills means better opportunities for me: interesting assignments, promotions, completely new jobs. I am amazed at the lack of interest in investing in our own development. One young woman told me that she couldn’t pay the expense and wait for reimbursement because she “just put $2,000 on my VISA for a vacation.” I guess we know where our priorities are.
When I talked to an accredited colleague who recently spent a year as an independent consultant before returning to corporate work, he said that he is part of my choir. But, he was part of the choir before he tried consulting. He’s already demonstrated his commitment to personal development by getting accredited. Accreditation is a personal accomplishment. Your employer might pay for it, but they don’t really benefit from it the way the individual does.
We have to take responsibility for our development – take charge of improving our skills. If that means paying our way to get to the next great training or networking opportunity, then so be it.
Topics: Eloquor, IABC, Internal Consulting | 2 Comments »
The role of print in helping users of new software
By swilson | September 19, 2008
Recently, while working on a client project, the planned desk reference was called into question. Should we print it? This one deserves some brief background.
The users are executives who are launching a blog. Most in the group are very technically savvy, but let’s face it, don’t we all grab for the print when we’re on one screen and don’t want to open three more to learn how to do it? User research shows that a simple printed desk reference aids users in learning and retaining new software functions. They may not use it after a few weeks, but it jumps starts learning.
Now, this does not need to be fancy – not branded or overly designed. Just readable. It’s about the content in this case. Can I pick it up and immediately get what I need? It requires great headlines, subheads and bullets for scanning.
Such a tool can be especially useful for users who travel a lot. They may be on a poor connection and not want to access other pages for the how-tos. Just toss the small reference piece in their briefcase and off they go. Especially if they can do what they need to through their phone, such as a new blog post from their phone. Who wants to log in to get to all the how-to content?
We consider a desk-side print piece a best practice when helping users, at any level, learn new software functionality. It’s a small investment in getting productive faster.
Topics: Intranet and Portal, Leader communication, Usability | No Comments »
Words are power – pick them wisely
By swilson | September 8, 2008
Just when I needed a great new example for a client about how powerful words can be. Along comes the valiant effort by a handful of parents in our school district to get the school calendar under control.
Our children started school this year on Aug. 12. The reason for the early start is the addition of many single days off here and there throughout the school year. Some are for assessment, some are for teacher development, some actually listed as “teacher vacation.” We also have nearly one day every month when students don’t show up until 10:45 a.m. so teachers can attend a meeting.
This morning I reviewed the web site created by this band of parents pushing to revise the school calendar back to a start toward the end of August or early in September. I’m all for that, but I’ve discovered that the words this group is using don’t really give the issue full justice nor will they move people to action.
For example, they refer to the extra days off as “holidays” or “student holidays.” Not a true reflection of how the days are used or who asked for them. I’m offended at the reference holiday when I’ve got to figure out day care for my kids or struggle through the day with them home while I try to work. That is no holiday for me.
Likewise, I was a bit offended by the reference to “Christmas break.” I can deal with Winter Break. Not everyone is celebrating Christmas during this time off of school.
I was also nonplussed by the lack of focus on how these individual days of no school affect business productivity. Parents either can’t work at all or wind up working at lower productivity levels. Surely, the backing of the business community would be useful in such an effort. Instead, they use language such as “giving children their summer back.” Why should the business community care about kids having more play time?
It demonstrates to me an utter lack of stakeholder analysis and message planning. And an absence of understanding of or appreciation for the need to drive specific behavior. We face this everyday in employee communication. We have particular stakeholders who require carefully crafted messages to move them to take certain actions. It takes planning and calculated writing. Use the right words and you’ll get your desired outcome. Don’t, and you may as well not even bother.
Topics: Planning, Writing | No Comments »
Alone and ambiguous
By swilson | September 5, 2008
You gotta love Les Potter. Check out his recent post on working alone as a sole proprietor. This is one of the two questions I get asked most often by people considering going out on their own. I’ve been at it for nearly as long as Les.
So, question one is how do you stand the loneliness? What loneliness? I’m on the phone, I’m doing e-mail, I’m responding to text messages, or I’m traveling. Would everyone please leave me alone so I can get some work done?
Then, working from the fabulous home office (which I do love), there’s the dog who wants to out, the husband to want me to run to the garden center with him, the kids who blast in the door at 3:25 every afternoon “can I go play?” Oh please, bring me some loneliness.
And, Les is right about getting involved in various things. As chair of the 2008 IABC Southern Region Conference, loneliness went pretty much out the window about a year ago. I have an amazing team that I am in near constant contact with, especially as we get closer to the event. And, now the homeowner’s association fence committee is calling.
So, the second question I hear is how do you deal with the ambiguity of being on your own? This one’s much tougher. Les didn’t address this issue, but I actually think this one is harder for people than the loneliness factor.
First, this is not unique to sole proprietors any more. I got this question from a client prospect just this week. “Our environment is changing so fast and the future is really uncertain. Our people are having a hard time dealing with the ambiguity.” At it’s core, this about our inherent discomfort with change. This about our desire for certainty, for consistency, for sameness.
I think ambiguity is increasingly becoming an issue in all aspects of life: work, no matter where you work; family life; health. At work, communicators can help by constantly reinforcing that change is ok, even good. For example, communicators writing message for an organization in bankruptcy better not look to the end of the bankruptcy as the end game. “We just have to get there.” Then, there will be another change. We have to stop talking to employees with benchmark or dateline language.
Instead, use these changes as opportunities to get people more comfortable with change and with ambiguity. They can be exciting opportunities to try new things, explore new territory, innovate! Watch the language you use and make certain it always supports acceptance of change and ambiguity.
Topics: Change Communication, Leader communication | No Comments »
Controlling our communication devices
By swilson | August 20, 2008
Last night I sat on the plane next to a fellow from one of the railroads. He’d been to computer training for the railroad’s procurement software. He was marveling at all the amazing technology devices and tools available. His wife wants an integrated phone so she can keep track of the kids’ schedules.
“But it just adds so much stress,” he said. “Phones ringing all the time, people glued to their e-mail.”
It raises an important point I have often railed on. We put these great devices out there but fail to teach people how to properly use them. For example, I’ve encouraged my father not to answer his cell phone while in the men’s room. And I’ve told my mother to screen her calls using caller ID and let them roll to voicemail if she really cannot answer the phone. She’s been known to exit the shower dripping to answer the phone.
I see clients and colleagues trapped by their Blackberries in meetings. Not hearing, not responding, not being productive. I read an article just the other day about how such interruptions are hurting American productivity.
For communicators, it’s a golden opportunity. An opportunity to counsel, teach and direct. Not to mention impact the bottom line with improved productivity. Help your organization teach employees to take back control over their devices. Give them time to be thoughtful and creative. Give them the ability to actually finish something.
Particularly for our leaders, gaining control over devices is long overdue. How can we expect our leaders to be productive, visionary, insightful and good decision makers if they are constantly distracted.
As we use more and more electronic channels for employee communication, we must help our employees understand how to control these. Instant messaging, e-mail, voicemail, RSS feeds — all can and should be controlled – managed – for greater productivity.
Topics: Internal Consulting, Leader communication | No Comments »
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