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asked his 1 2 million followers ready to get your writer s edge and then linked them to the sign up page for one of his upcoming events kawasaki bills himself as the former chief evangelist of apple and now is an independent social media consultant many of his followers were incensed clearly the spam that continued from his feed as news spread about the deadly blast was auto generated but as a number of people pointed out he could have and should have cut the damn thing off for a while soon it became apparent that kawasaki himself was back at the controls but it didn t help rather than admit appearing insensitive even if due to a technological miscue kawasaki was defensive and arrogant loving how people with less than 1 500 followers are telling me how to tweet ouch the outcry only grew louder and deservedly so because that is a measure of knowledge tweeted one follower it s nice to see that having a million followers does not guarantee a person will have any sense of humanity tact or humility posted another the lessons here should be obvious but for the record technology is great but it still requires a human touch there are some decisions a computer just can t make social media is about building relationships you can t build relationships with a machine part of building relationships is not coming off as an insensitive jerk at a time when your audience calls out what it deems to be offensive behavior sheer number of followers alone does not make you an expert or automatically confer good judgment there still seems to be a mystical aura around social media even after several years of it becoming part of the business communication mainstream this is propagated in part by self proclaimed experts in the field but really the principles governing social media are essentially the same as any other vehicle including build and maintain relationships be transparent treat your audience with respect filed under crisis communications social media tagged boston marathon crisis communications guy kawasaki social media twitter leave a comment honesty is the only policy for great leaders posted on march 27 2013 by robert holland early in my corporate communications career when i was still learning what the job was really all about i did something that probably seemed brash and in retrospect looks brilliant i only wish i could say it was an original idea but i was simply drawing from the best practices i read about in professional journals i suggested that the leaders of our business should communicate honestly no spin no selective communication just tell employees the truth even when it hurts they didn t always take that advice but most of the times they did as a result i believe employees grew to trust senior management more than they used to when a layoff loomed business leaders explained why it was necessary and how it would work when major changes were coming to manufacturing operations leaders met with employees in face to face meetings to explain them when business declined senior management talked about the reasons why and the plan for turning it around employees asked tough questions leaders responded to them this seems like common sense but even in today s hyperconnected business environment many leaders choose to mislead employees rather than to be honest with them daily voice anyone still many business leaders get it last month groupon founder and ceo andrew mason wrote a refreshingly honest memo to employees about why he was leaving the company i ve decided that i d like to spend more time with my family he wrote using one of the most common cliches in business communication he quickly added just kidding i was fired today mason went on to give the reasons for his firing as ceo i am accountable he wrote then he set up his successor for success this leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness don t waste the opportunity writing in the harvard business review leadership john kotter tells of another ceo who departed with honest words it wasn t because of anything wrong jack ma had done as the leader of chinese web company alibaba however in this case ma was a popular and successful leader who knew employees would have a difficult time adjusting to a new ceo acknowledging this was not an act of inflated ego kotter says but rather an honest assessment of the situation we want the truth from our leaders kotter writes but we have become cynics accustomed to twisted messages from politicians and company marketing communications so wordsmithed that they lack meaning these things do not inspire us or pull us toward someone in a leadership position with an attitude of wanting to help they do the opposite great leaders have the ability to surprise and reassure people with their direct and honest communication this is an essential part of what makes them great and it is especially important in times of big change and uncertainty such as ceo transitions where it can smooth the way for the incoming leader in good times and bad honesty is the way to go great business leaders know this filed under crisis communications employee communication executive communication tagged alibaba andrew mason ceo communications corporate communications daily voice employee communications executive communications groupon honesty jack ma john kotter layoff communication leave a comment daily voice layoffs the lowest of the low posted on march 7 2013 by robert holland every time i think i ve seen the worst example of employee communication another one comes along that lowers the bar to new depths daily voice is the new lowest of the low i read this incredible story on ragan com which picked it up from the gossip website gawker daily voice a network of micro news sites in the northeast u s is going through some tough times like a lot of companies these days but unlike most companies daily voice chose to first tease employees with a friday afternoon promise of good news about the company s future then engage in a monday bloodbath of closures and layoffs make no mistake daily voice management flat out lied to employees monday morning we will share with you the news about where we re going and how we re going to get there wrote chairman carll tucker the news is good but you ll need to sit tight while we finalize our plans i am pumped about the prospect of working with you to build a great company management then scheduled individual meetings with employees that were in fact termination notices adding insult to injury the company gave no severance packages i m guessing this mess will stand for many years as the best example of how not to communicate and carry out a layoff critiquing it is like shooting the proverbial fish in a barrel so how should a company share such bad news i ve written about layoff communications before but let me give some tips germane to this example first tell the truth and don t lie these are two separate but equally important points hopefully talk of a forthcoming layoff is not going to be a shocker to your employees because your leaders have regularly communicated how the company is doing and what is at stake if a layoff is inevitable explain the business reasons for it and be up front about the process this all requires planning and a communication professional should be part of the layoff planning process never mislead employees never try to gloss over a terrible situation and layoffs are terrible there is no getting around it but business leaders and communicators must be forthcoming and transparent open and honest the best way to communicate that a layoff is coming is face to face that s not always possible depending on how an organization is structured but it is an option that should be discussed and considered before resorting to other communication methods in a face to face setting business leaders have a better opportunity to demonstrate sincerity and empathy through tone of voice and body language and employees have a chance to ask questions employees should hear about their specific fates in one on one meetings with their managers without question this is one of the most difficult things a manager ever has to do but it is part of the job communicators can help prepare managers for these conversations by providing information resources and even coaching remember the survivors of a layoff they are the often forgotten victims of downsizing a layoff is likely to leave them in sorrow over the loss of co workers and their confidence in the company s viability is likely to be shaken while business leaders should eventually turn employees attention forward there must be a period of time for grieving yes grieving don t try to communicate optimism for the future and a forward focus too soon after a layoff or the surviving employees may not get on board can you imagine anyone at daily voice today being as pumped up about the future as chairman carll tucker not likely it s amazing that in 2013 we hear stories as stupid as what has happened at daily voice with a still struggling economy and an increasingly competitive marketplace however there will be plenty of opportunities for other companies to get it wrong or to do it right filed under crisis communications employee communication executive communication strategic communication tagged carll tucker daily voice downsizing economy employee communications gawker layoff communication layoffs ragan com 2 comments yahoo ceo s nursery embodies the great divide posted on february 28 2013 by robert holland first came news that marissa mayer the hard charging 37 year old ceo of yahoo banned telecommuting because she feels face time means greater speed and efficiency for the aging internet icon that reversal in workplace policy was hard enough for many employees to swallow it didn t seem to matter to mayer who famously took the job when she was five months pregnant and then opted for only two weeks of maternity leave that a lot of working moms depended on the flexible arrangement to help balance their work and personal lives adding insult to injury however is the news that mayer built a nursery for her little yahooligan adjacent to her office so she could be closer to him while she works all those late hours that idea might have sounded great on paper but even if she paid for the nursery out of her own pocket mayer fails to understand the demoralizing and divisive message it sends to employees of a company that is already struggling to survive to wit you minions figure out that whole work life balance thing for yourselves as for me up here in the c suite i ll solve the problem by spending some pocket change on a private nursery next to my office at a time when employee engagement could make or break yahoo mayer s ill conceived action is not likely to inspire employees to be more productive or to feel much like working as a unified team instead it s likely to have a chilling effect on people whose passion and energy mayer is going to need in the coming months often business leaders fail to consider the message their actions not just their words send to employees this one will go down as exhibit a for quite some time filed under employee communication executive communication tagged employee engagement employee morale executive communications marissa mayer telecommuting workplace issues yahoo 2 comments how to find fulfillment as a communicator posted on february 20 2013 by robert holland when i think about the times i ve felt most fulfilled in my work as a communicator several situations come to mind one was when i managed a small team who really seemed to click thus producing some excellent work for our company at that same time i was producing a monthly employee publication that allowed us to try fresh creative things at other times i ve been fulfilled by the things i was learning or the fact that i was growing in my profession hands down however the times when i ve felt most fulfilled is when i knew my work was strategic strategic is one of those words that seems overused but is truly important if you want your work as a communicator to be meaningful and if you want job security there is a lot of discussion these days about being creative in our communications which is also important in fact the two are not mutually exclusive corporate communications can be strategic and also be engaging and even entertaining but without a connection to our organizations strategic goals our communications are ultimately a waste of resources connecting communications to strategy starts at the outset of an assignment ask yourself what organizational goal are we helping to achieve what initiative or project are we helping to advance what are the messages we will communicate how and to whom how will we know we ve succeeded that last question is vitally important failing to answer it correctly can derail the entire communication plan or set it off in the wrong direction i ve always believed that the measure of success for strategic communication equals the measure of success for the projects and initiatives our communication supports i was the sole employee communications resource in a manufacturing facility early in my career one day a process engineer came to me and said he needed me to join a team that was working on an important project for the plant a plan to become iso certified iso certification would mean that the plant meets stringent standards for quality assurance and cost effectiveness our customers demanded it so failure was not acceptable we could only achieve iso certification if everyone in the plant from the engineering staff to support functions to production employees were prepared for the inspection that was part of the certification process the need for effective communication throughout the project was obvious my goal for the communication plan was not simply to produce information about iso certification my goal was iso certification itself if my communications reached the right people with the right information through the right channels the chances of successful certification were much greater than if communications were ineffective of course communication was not the only factor but as the process engineer made clear to me it was a critical one the plant achieved iso certification on our first try customers were happy and our manufacturing processes were better than before clearly communication had made a difference that project remains one of the most fulfilling of my career what is the real purpose of your communication is it tied to a strategic goal for your organization if it is you can bet your leaders will take notice filed under back to the basics employee communication strategic communication tagged communication goals communication measurement employee communication iso certification job satisfaction manufacturing communication manufacturing floor communications organizational goals professional fulfillment str...
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