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credited business communicator until i gave up my membership in favor of prsa non members have to pay a fee to maintain accreditation i ve served on committees and task forces at all three levels of the association and i happily sang its praises to anyone who would listen until iabc lost its way several years ago so i don t take any pleasure in what is happening to iabc these days late last year it bungled the communication of a major layoff of headquarters staff and just yesterday it dropped the ball again in its announcement that chris sorek president of the association for the last 11 months has resigned as a non member i no longer have a vested interest in what happens to iabc but as someone who gave heart and soul to help ensure its success for many years it breaks my heart to see one of the world s largest associations for people in my chosen profession become a laughingstock actually there s nothing funny about what s going on the main points i ll make about this latest tragedy of errors are these iabc s staff and volunteer leaders need to update their view of how communication happens in the world claiming it wanted to inform chapter leaders first iabc delayed its own announcement of sorek s resignation and the news apparently broke on david murray s writing boots blog david used to cover iabc when he worked for the ragan report in the 90s including during my term on the international executive board so i know his journalistic prowess and it does not surprise me that he broke the news then iabc finally posted the announcement on a linkedin discussion group because it said its technology would not allow it to be posted on its own website believing that you can keep news like this secret in the age of social media is naïve at best and irresponsible at worst instead iabc leaders both staff and volunteers should have sent an alert to volunteer leaders and followed it very closely with official announcements using all the platforms available including its own website there is simply no excuse for not being able to use its own website to post such an announcement then all hands should have been on deck to respond to the initial flurry of interest by bloggers like murray and industry journalists like those at ragan com talking points are fine to ensure consistency but the point here is that leaders should have been armed and ready to talk as soon as the news broke instead of appearing disconnected and aloof iabc spokespersons should give up their defensiveness acknowledge that the association is in rough shape right now with respect to its leadership its technology and its communication processes and stop trying to control and spin the message again this is 2013 the rules if there are any have changed claire watson abc who has been hired to speak for the association defensively engaged in one linkedin conversation that included her questioning murray s ethics and those of volunteer leaders and her eventual pronouncement end of conversation that s not the way to engage media or members and it certainly sends the wrong message about how iabc might handle things going forward i sincerely hope iabc uses these crises as opportunities to look deep within and to rethink not only its strategy for growing and sustaining the association but also how it communicates and engages with members who after all own iabc filed under crisis communications iabc social media tagged accreditation chris sorek claire watson crisis communications david murray iabc leadership change linkedin ragan com writing boots 3 comments busted five plays from the crisis handbook posted on may 8 2013 by robert holland three politicians in my hometown of richmond va are learning the hard way that when you find yourself challenged on issues of ethics or any issue really it s always best to take the up front and honest route shonda m harris muhammed a richmond city school board member is embroiled in a controversy over her claim that she earned a doctorate through an online university the diploma mill denies she completed the requirements for the degree and harris muhammed can t seem to prove it but she remains defiant the story won t go away and gets more embarrassing for the school system which itself is struggling in terms of its reputation with every headline frustratingly for parents and school officials there seems to be little anyone can do to make harris muhammed and her indignation go away because several years ago richmond voters decided to elect school board members and a recall seems unlikely meanwhile at the state capitol two of virginia s top elected officials can t seem to escape the muck around gifts they received from the ceo of a richmond based company some of which they reported in accordance with the law but some of which they apparently did not gov bob mcdonnell claims some of the gifts were to his family members not to him personally attorney general ken cuccinelli also had to amend previous gift disclosures and successfully gained recusal from defending the state in a lawsuit brought by the company politics are no doubt driving how these three are responding to their ethical challenges and the world of politics often seems to spin in its own orbit separate in some ways from the business world or the rest of the world however if the school board member the governor and the attorney general want to survive these trying times with their integrity intact they could take a page from any public relations playbook that includes guidance on crisis communications or reputation management get out in front of the problem it s too late for these three but don t wait for a crisis to become a crisis before taking steps to manage it many businesses have people whose responsibilities include issues management scanning the environment for potential issues or problems that might flare up and planning how to avoid or respond to them of course if you don t believe you ve done anything wrong it might be a moot point own up to mistakes publics are intolerant of people and organizations that make excuses or try to justify actions that those publics believe are wrong on the other hand people love a good redemption story exhibit a mark sanford redirect the conversation to what you re doing to correct the problem rather than make excuses talk about specific actions you re taking to make sure you never make the same mistake again everything you say should focus on action not blame promises intentions or platitudes be truthful and transparent even when it hurts in these days of 24 hour news cycles social media and citizen journalists the truth will be found out you can either be the one who tells it or be the one who hides it while others tell their version of it clean up your act never make the same mistake again the last one seems to be the most difficult step especially for people in power filed under crisis communications ethics tagged crisis communications ethics gov bob mcdonnell issues management ken cuccinelli mark sanford reputation management richmond richmond school board shonda harris muhammed virginia attorney general virginia governor leave a comment a lesson in social media turn off the robo tweets during tragedy posted on april 16 2013 by robert holland you can forgive us americans if our nerves were a bit raw yesterday an iconic sporting event turned into another senseless tragedy when two bombs exploded at the boston marathon finish line so as people turned to social media to get updates from news organizations to console each other and even to track down friends and family who were near the scene very few were in the mood to get run of the mill marketing pitches in their twitter streams especially from a widely followed social media guru that s what happened though as guy kawasaki 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...
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