leadership
« Previous EntriesWhen communication policies limit progress
Friday, February 26th, 2010I really tried not to write about the recycling debacle we’ve been dealing with. But, it crept out in my last post and I’ve uncovered a truly valuable lesson for corporate communicators. Some background is required.
Acting upon the suspicions of a family member with the same trash and recycling collector that the collector is mishandling [...]
Perception is everything
Thursday, February 25th, 2010The perception a company creates in the minds of customers and employees alike can make or break the relationship. Communicators work so hard to build perception – call it the brand promise – but are we spending enough time ensuring that actual behavior matches the perception?
United Airlines tries to create a perception of value, as [...]
Teach others by doing
Tuesday, January 26th, 2010We talk a lot in communication about behavior. My focus is on the behavior of internal stakeholders. I don’t really think there is much reason for internal communication to exist beyond driving desired and necessary behavior.
Sometimes the best way to help internal stakeholders, namely employees, to understand what behaviors are required is to show them. [...]