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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 »

A Case for Involvement & Ownership

By swilson | August 7, 2008

My daughter starts kindergarden on Tuesday. Last night I attended the ubiquitous parent orientation. Mostly a repeat from my son’s session four years ago, with one singular exception. The class lists are still unset.

That’s right, just two days before the students are to show up for a meet and greet with their teacher, the teachers don’t even know who will be in their classes. It was a clear embarrassment for the three kindergarden teachers. They emphasized that they “really are organized,” and that “the principal will provide the lists.”

What I heard was that the teachers had not only not been properly involved in the process, they also had not been properly prepared to talk about the matter with parents. Their own uncertainty and confusion led to the same in many of the parents in attendance. Had they been prepared with talking points and drilled on potential questions, they would have presented a more confident message.

Instead, they blamed the principal, and offered up a less than capable impression. Not what you want to communicate to the nearly 50 new families represented in the room. 

It’s a terrific example of why we need to better prepare leaders to communicate key messages. In this case, the teachers are the leaders, the stakeholders the parents, and the principal the CEO. What’s clearly missing is the communication professional who can deliver great counsel, messaging and tools.

Topics: Leader communication | No Comments »

Culture fascinates

By swilson | July 28, 2008

About 10 days ago I put out a query to some colleagues asking what they would like to know about regarding my experience training in the Middle East. I am trying to decide if I should write an article. Wow, did I receive (and am still receiving) a lot of feedback.

Consensus? Everyone wants to know about the differences between cultures and internal communication approaches. I find it really interesting that culture is so fascinating. I think it is a very good thing that we want to learn about cultural differences and influences because culture does affect how we communicate with employees.

When I interview some of the participants from the Dubai workshop, I’ll ask them how culture influences their channel choices, language decisions (such as direct or indirect), and the roles of senior leaders in communication. 

Several colleagues specifically mentioned that their employers are opening offices in the Middle East. They wonder how they can best serve the needs of those new employees in the Middle East. They want to learn what to be aware of, what barriers they might encounter and how to enable those employees.

Some also asked about my own impressions, many of which I’ve already written about here. We want to know what others thought, felt, experienced, in places we’ve never been ourselves. “Can you characterize what surprised you about the experience?” one colleague asked.

While I’m not sure where the piece will be published, I hope to offer insight and perspective when it does get published. Not just my own, but also that of communicators living and working in the Middle East. Meantime, I welcome questions and suggestions on the topic.

Topics: Eloquor, International | No Comments »

Unresponsiveness: The new fashion

By swilson | July 11, 2008

I think I missed the memo. When was the decision made that we’re no longer supposed to return calls or respond to e-mails? Is it just me, or has business become ruder in the past six months?

Truly, I am finding it difficult to get people to call me back. At least send me an e-mail telling me you don’t want to talk to me. Courtesy. That’s all I expect. 

For example, after having fruitful and productive conversation about potential work at a new client, I’m left with the impression that they need and want our assistance. Then, suddenly, no word, no replies, no return calls. Is it the economy? The degradation of society in general? Or, is it that we are unlearning how to communicate effectively? Inside and outside our organizations.

Another example: when things change at a client organization, is it my responsibility to intuitively know what changes have occurred and how they affect me? I don’t think so. Courtesy demands a communication to inform me of new people, different processes, etc. Particularly if you want me to behave differently – say use a different billing process or call different people with questions.

So, as it turns out, this is a great internal communication topic! Courtesy demands that we tell our employees and other stakeholders what in the heck is going on. As long as there is a shred of common courtesy left on the planet, there are certain communications that must be undertaken.

Like returning phone calls.

Topics: Eloquor, Uncategorized | No Comments »

Working with pride ensures our strategic role

By swilson | July 8, 2008

Today I’m a little hot under the collar. I’ve had a disappointing interaction with someone at an organization I don’t respect. I know this organization doesn’t value strategic communication, relationships with vendors or the contributions made by either vendors or employees. It also doesn’t value differences in ideas and approaches – new directions.

I have made it one of my passions in recent years to encourage communicators to take a consulting role within their organizations. One of the reasons for this is that I believe strongly that in doing so, we all better position communication functions and communicators individually as more strategic contributors.

I am reminded of a participant in a workshop who was frustrated with her leadership and organization and didn’t see them changing any time soon. What should she do? “Perhaps you will have to change – take your talents to a different organization.”

So, today, my thinking has crystalized on this topic. It is the responsibility of strategic communicators to make good choices about who we work with and who we work for. All in the name of ensuring our profession is accepted as a truly strategic contributor, we should shun those organizations who don’t “get it.” Vote with your feet – take your skills and your business elsewhere.

I realize this is pretty idealistic, particularly in these tough economic times. And, it’s tough medicine for independents and small business owners, I know. But, we’ve walked away from work before and I’ll probably do it again to ensure that our strategic contribution is welcomed, appreciated and recognized. I refuse to be an order-taker.

So, don’t check your pride at the door.

Topics: Eloquor, Internal Consulting | No Comments »

Feeling welcomed in Dubai

By swilson | June 30, 2008

Everyone I talk to about our recent Dubai trip asks two questions:

I’ve never felt more welcome anywhere. In fact, I’ve felt more afraid and unwelcomed in Chicago and New York than in Dubai.

My husband, Allyen, and I walked through the spice souk (Arabic for market). A friendly shopkeeper struck up a conversation and asked where we were from. When we said “America” he brought his fist to his heart and said “brothers”! He’s Iranian. He gave me three dried lemons as a parting gift.

We found that conversation opened doors, minds and opportunities for understanding. I was reminded that perception is everything and that, as it is with many Americans, people everywhere have a challenge understanding politics, culture and the complexities of life in other parts of the world.

Many in Dubai joke that the official language of the United Arab Emirates should be English, rather than Arabic. We had no problems communicating. No experiences like I had in New York last week with a crazy cab driver who did not speak English, drove me around the block and back to my hotel and wanted $8.

Even when language is a barrier, patience and a calm demeanor win out. Even with patience, language is a challenge in global employee communication. Sometimes, you just need someone local. That’s what we’re planning to do for a client in the fall – find some local communicators who speak the local language in Asian countries. In those places and organizations where a single language isn’t so prevalent, employee communicators need to find support resources and lean on employees to deliver great solutions. Employees can serve as your best ambassadors for a great translation.

Topics: International, Uncategorized | No Comments »

IABC conference observations

By swilson | June 27, 2008

Spending four days with communicators from around the world always causes me to pause and consider the dynamics of a worldwide association. IABC, and other associations like it, allow you to:

Such associations are not without their downsides and points of frustration. For example:

I saw some IABC conference attendees last week in a frenzy to get here and there. Trying to take in every last little bit. I used to be there too, but I’ve had enough time now to adjust. I take a more relaxed approach, getting to what I can or really want to, catching up with people who are important to me, and securing 3-4 new friends.

Then, work on those new relationships during the year. Stay in touch. Don’t let conference be the single connection point. Stay connected year round, so when that one face-to-face chance comes at conference, you can truly enjoy.

I find the toughest part of conference is that if you are focused on learning and connecting, there is little time left over for work. Plan on not doing any. Treat it like vacation. You are away with purpose. Let others take care of the ranch for a few days.

See you in San Fran.

Topics: IABC, Uncategorized | No Comments »

Stage those “informal” communications

By swilson | June 26, 2008

I just returned from the IABC International Conference in New York City. As always, it was a busy week of learning, catching up, walking and shopping.

This year, the content was primarily focused on employee engagement and change – a sign of the times. I attended many of the change-focused sessions and one really sparked my attention.

Russell Grossman, director of communication for the U.K. Department of Business and Enterprise, gave a great presentation on change communication. Among other things, he mentioned that in change communication, 90% of our effort goes into “formal” communication. But the research shows it is the informal that actually changes behavior.

While I agree, I would clarify that communicators still need to take a structured approached to driving the “informal” communication. If we leave the informal to chance, we won’t get the results. We have to stage everything to get the desired outcome. For example:

Eloquor is working with a client right now that has long handled its annual strategy discussion as one-big-hoopla, then nothing on the topic the rest of the year. The hoopla has included video and a package of materials for managers, including the ubiquitous Microsoft PowerPoint®. They know it’s not working. They don’t want it to be one-big-hoopla once a year. They want ongoing dialogue and behavior change. They want engagement.

So, we’re recommending a few ideas to make the experience less formal and more embedded in the culture:

Remember, even a less formal approach takes time and attention. So if your next change communication plan seeks to leverage informal communication, make sure you plan just as carefully for that as you do the formal communication.

Topics: Change Communication, Eloquor | No Comments »

Communicators worldwide looking for the table

By swilson | June 20, 2008

It doesn’t matter what country you work in, what industry you’re in, whether you focus on external or internal communication. Every communicator is wondering “how can I get to the table earlier,” or “how can I get involved in projects earlier.”

I taught a workshop in Dubai a few weeks ago and this was a primary concern among the 26 Middle Eastern and European communicators in the workshop. They were desperate to know the secret.

A week later I did a webinar about change communication. Someone sent a text message begging for insight about how to “get to the table sooner.”

Here is the counsel I gave both of these groups and will repeat this Monday in New York at the International Conference of the International Association of Business Communicators.

First, you have to market your capabilities internally. You have to sell yourself, educate others about what you and your team can do. Executives don’t yet think intuitively about how communication can serve their strategic needs.

Second, you must promote successes. Get the stories out there. Write them up and get them published or shared with executives. These battle stories become part of your arsenal of internal marketing tools.

Finally, think like a great internal consultant. If more of us thought in this way, the role of communication would be perceived very differently. We have to push back, give counsel, get comfy with ambiguity, take unexpected responsibilities, spring back from disappointment easily, and actively engage others in our work.

Three things. If we did more of these three things, executives would begin to see the value communication can, and frankly should, deliver.

Ok, I’ll toss in a fourth. Be courageous. 

Topics: Internal Consulting | No Comments »

Blogging to share

By swilson | June 20, 2008

For years now I didn’t think I had enough to say to warrant having a blog. After going to Dubai to teach a workshop, I changed my mind. The experience helped me to see that any sharing was better than none.

There are so many minds out there eager to soak up knowledge. People who want to learn and don’t have the advantage of being surrounded by super talented people. People who haven’t met some of communication’s greatest minds and had the chance to chat with them.

So, I decided I have some things to share. I’ll try to keep it on the straight and relatively narrow topic of internal communication. Don’t be surprised if cooking and sewing creep in now and then. Or, if I offer up observations inspired by my two children or dog.

Hopefully, enough of you will participate that it will be more than just my voice. The more the merrier. And goodness knows we need as much merry as we can get these days.

Topics: Uncategorized | No Comments »