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Category Archives: Crisis Management

Major Earthquake Hits Eastern California

18 Thursday Oct 2012

Posted by Paul Kiser in About Reno, Crisis Management, Fiction

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Tags

Earthquake, Great Nevada ShakeOut, Nevada, ShakeOut, Sierra Nevada mountains, USGS

(NOTE:  Today at 10:18 AM PDT Nevada held the 2012 Great Nevada ShakeOut as part of the larger Great ShakeOut program. It is a simulation of a major earthquake. What follows is a fictional account of a massive earthquake near Reno, Nevada. This blog is not associated with the Great Nevada ShakeOut program. The location of the fault, scale, and timing have little geologic or scientific basis except to note that the Sierra Nevada mountain range is currently being pushed up by slow geologic forces. The fault line of this fiction earthquake roughly follows the eastern boundary of the Sierra Nevada batholith.)

Reno, Nevada, October 18, 2012, 6:42 PM 

At 10:18 AM it struck. Four hundred miles along the Sierra Nevada mountain range suddenly jerked up 15 to 20 feet along a newly discovered fault line that runs 400 miles from near Susanville, California south to a point 40 miles southwest of Bakersville, California. The 7.9 earthquake lasted for 3:23 minutes and was an apparent upward movement of the Sierra Nevada block.

Damage included the loss of several dams in the Sierra Nevada range that caused downstream flooding. The worst of this flooding occurred in Reno, Nevada and along the Truckee River. Severe damage to Interstate 80 and roads through the Sierra Nevada range will prevent any travel between northern Nevada and northern California for at least several days, if not weeks. Multiple bridges are damaged or destroyed and rock falls and ground shifting will require rebuilding significant sections of many roads.

Reno and Carson City have the worst damage in populated areas with many homes and buildings uninhabitable. Damage to power, water, gas, and sewer lines will cause those services to be out for several weeks in many areas. Reno has become the most isolated as all roads into Reno have been damaged to the point they are not passable at this time. US 50 is reported to be open with some buckling and cracking east of Carson City, but still passable.

Several fires occurred as a result of the earthquake. Most were localized; however, one structure fire near the National Forest west of Reno and one near Carson City did ignite grass and brush that eventually grew and currently is burning on the slope of the eastern Sierra Nevada range. Emergency crews are already overtaxed in addressing the immediate needs of  the people in the Reno and Carson City areas and the forest fires will be allowed to burn until cool weather extinguishes them. Smoke from the fires is expected to fill the valleys tonight as temperatures drop and the mountain air moves into the lower elevations.

The Reno-Tahoe airport has been closed as damage is assessed. The terminal and parking structure were heavily damaged; however there is no visible damage to the runways that can be seen from the fence bordering the airport.

There are no official reports of casualties; however, several news agencies have reported that at least 21 people are dead and that number is expected to rise over the next few days as rescue and emergency services reach the area. Multiple accounts of survivors rescuing victims trapped in collapsed structures are being reported and construction equipment has been brought into the downtown area of Reno as multiple buildings have partially or completely collapsed.

The University of Nevada, Reno is closed and has multiple damaged buildings; however, no deaths have been reported even though many classes were in session. Damage at several elementary, middle, and high schools have been reported, but earthquake training has been credited with preventing many injuries and death.

4 Lesson’s Yahoo’s CEO Marissa Mayer Has Taught Us

10 Monday Sep 2012

Posted by Paul Kiser in Business, Communication, Crisis Management, Customer Relations, Customer Service, Education, Employee Retention, Ethics, Human Resources, Information Technology, Internet, Lessons of Life, Management Practices, Opinion, Public Relations, Respect, The Tipping Point

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Tags

CEO, employee morale, Google, Kathy Savitt, leadership, management by intimidation, Marissa Mayer, Mollie Spillman, Yahoo

Marissa Mayer: Management by Destruction

On July 16, Yahoo announced that they hired 37-year-old Marissa Mayer, a former Google Vice President (VP), as the new Chief Executive Officer (CEO) to turnaround the company. A little over a month later Mayer hired a new Chief Marketing Officer (CMO), which should not be surprising. How she did it tells us a lot about her management capabilities and about Yahoo’s Board of Directors.

Often a change in direction for a company will require new leadership in key management positions. Anyone who doesn’t know their job is in jeopardy when a new CEO walks in the door is kidding themselves. Sometimes a new CEO will ask for the top management to resign. Sometimes a new CEO will just give the old management team a severance package. Sometimes a CEO will take six months to get to know the company and then make changes. All these options a part of nominal business operations.

However, Mayer reportedly fired Mollie Spillman, her old CMO 1) by phone, 2) while she was on vacation, and 3) ten minutes before Yahoo’s official announcement that the new CMO would be Kathy Savitt.

Wow. Apparently, Mayer like burning all her bridges before she blows them up.

It’s important to note that Mayer’s age and/or gender are not at issue. Man or woman, old or young, what Mayer did was ethically questionable and has far reaching implications for Yahoo. Her slam-bam-you’re-fired-ma’am stunt is worthy of analysis for what it says about Mayer, Yahoo, and management-by-intimidation.

Lesson 1:  Mayer’s Questionable Ethics and Leadership
It doesn’t take guts to fire somebody. Firing someone is easy. Firing someone is a power trip. If you walk up to person on the street and say, “You’re Fired!,” it will probably only get you a confused stare followed by a laugh, but if you say, “You’re Fired!” at an underling employee, you have shown you are dominant and all powerful. To fire someone is a rush to the sadist.

Separating an employee from an organization with dignity and respect takes sensitivity, experience, and humility. It requires that the manager talks with (not at) the employee, and it requires the manager check their need for power at the door. Firing someone over the phone while they’re on vacation demonstrates a lack of experience and a lack of humanity.

In her defense, Mayer may have been reacting to another executive who left Yahoo one week before. It is possible that Mayer thought that Spillman might also leave and decided she would exercise a preemptive strike by replacing her before she could find another job. Still, that’s a weak reason to behave like a tree house club President.

Lesson 2:  How to Destroy Morale
When the CEO trash-n-bashes an employee it sends a message to everyone else in the company: Time to look for another job. How can any employee at Yahoo avoid wondering if they will be fired the next time they’re on vacation? How can any manager at Yahoo not believe that Mayer’s questionable ethics is now the model they should be following?

No Reason to Yahoo Behind This Sign

No Reason to Yahoo Behind This Sign

Mayer did make a peace offering to her employees soon after she took over by offering free food to full-time employees and a free iPhone. But her offerings weren’t free. In return for free perks she put extreme pressure to perform. She pushed a new product up by months and gave the development team one week to prove it could be done. When the team came back a week later and said it couldn’t be done on the schedule she demanded she said she would find another team that could do it.

This shows the classic fatal error in management-by-intimidation (MBI): Failing to trust and listen to the people you have working for you. It may be great to tell the investor a tale of tough-love while scratching your balls and dining on the company’s dime, but it really means that the customer is going to get a rushed, half-baked product that shows how mediocre your organization can be when it comes to innovation. Don’t get me wrong, some people…okay most people, need to be pushed, but most people don’t like to work in a threatening environment.

This shows the classic fatal error in management-by-intimidation:  Failing to trust and listen to the people you have working for you.

The result of MBI is that all your employees start looking for other employment options. The people with great ideas and skills are grabbed up by the competition and Yahoo will be left with the people who nobody else wants. Now you have an organization consisting of the worst performers.

Lesson 3:  Yahoo’s Future is in Doubt
In the past five years it has averaged a new CEO each year. That says more about the Board of Directors than it does about the CEO’s. The problem is that there is no quick fix and it is likely that Mayer management style is being encouraged by dysfunctional leadership in the Board room. Yahoo needs positive, creative, loyal, and happy employees if the company is to dig its way out of the hole its in. Creating an environment of fearful, anxious, angry employees is guaranteed to keep them noncompetitive now and in the future.

Throwing money, free food, or free iPhones may appease employees temporarily, but people want and need to be valued and treated with respect. The moment an employee feels that their neck is on the line is the moment they are no longer have ownership in the company, and when employees don’t have ownership, they stop caring. Uncaring employees are saboteurs in an organization. Yahoo likely has almost 15,000 saboteurs with intimate knowledge of the company’s secrets, weaknesses, and plans. That doesn’t bode well for customer satisfaction, nor company stock price.

Lesson 4:  Inexperience Does Not a Good Manager Make 
Of the Fortune 500 club, Mayer is the youngest CEO. Publicly, she has been a celebrated rising star at Google since she joined as employee #20 in 1999, and was Google’s first female engineer. Privately, some accused her of being a glory-hound seeking attention and fame. Despite having no business degrees (her bachelor’s and master’s degrees from Stanford are in computer engineering specializing in artificial intelligence,) she rose through the company to be a Vice President.

It was appropriate for Yahoo to hire a young executive. There are many people under 40 who are wise beyond their age, or have solid experience in people and resource management; however, Mayer’s lack extensive executive management experience seems to be demonstrated in her immature behavior.

Bonus Lesson:  Micromanagement – Slapping Your Team in the Face
It was reported last week that Mayer is now reviewing the candidates for every open position at Yahoo. That’s correct, Mayer is overseeing every potential new hire for every opening in a company of 15,000 employees. Nothing says you’re a ‘stupid ass’ to your management team quite like taking away their ability to choose who will work for them. If anyone at Yahoo didn’t know that they are valueless, Mayer and the Board of Directors have certainly removed all doubt.

Every business school should be studying Yahoo. Studying successful management is important, but studying an organization that is in a meltdown can teach future would be leaders why you can’t build up your organization by tearing apart your employees.

Taco Bell beefs up its response: Our taco meat is real, the lawsuit is bogus

27 Thursday Jan 2011

Posted by Paul Kiser in Branding, Communication, Crisis Management, Customer Relations, Ethics, Management Practices, Pride, Public Relations

≈ 3 Comments

Tags

beef, false advertising, fast food, lawsuit, response statement, Taco Bell, taco meat

by Paul Kiser
USA PDT [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

(NOTE: Below is a statement by Taco Bell Corp. made yesterday regarding the lawsuit filed against them for false advertising stating that their taco meat was only 36% beef. I am publishing this statement now with an additional article on the issue to follow.)

From: Greg Creed, CEO and Chief Concept Officer of Taco Bell Corp.

UPDATED STATEMENT REGARDING CLASS ACTION LAWSUIT

“The lawsuit is bogus and filled with completely inaccurate facts.  Our beef is 100% USDA inspected, just like the quality beef you would buy in a supermarket and prepare in your home.  It then is slow-cooked and simmered with proprietary seasonings and spices to provide Taco Bell’s signature taste and texture.  Our seasoned beef recipe contains 88% quality USDA-inspected beef and 12% seasonings, spices, water and other ingredients that provide taste, texture and moisture.  The lawyers got their facts wrong.  We take this attack on our quality very seriously and plan to take legal action against them for making false statements about our products.  There is no basis in fact or reality for this suit and we will vigorously defend the quality of our products from frivolous and misleading claims such as this.”

What is in Taco Bell’s recipe for seasoned beef?

“We’re cooking with a proprietary recipe to give our seasoned beef flavor and texture, just like you would with any recipe you cook at home.

For example, when you make chili, meatloaf or meatballs, you add your own recipe of seasoning and spices to give the beef flavor and texture, otherwise, it would taste just like unseasoned ground beef.  We do the same thing with our recipe for seasoned beef.

Our recipe for seasoned beef includes ingredients you’d find in your home or in the supermarket aisle today:

  • 88% USDA-inspected quality beef
  • 3-5% water for moisture
  • 3-5% spices (including salt, chili pepper, onion powder, tomato powder, sugar, garlic powder, cocoa powder and a proprietary blend of Mexican spices and natural flavors).
  • 3-5% oats, starch, sugar, yeast, citric acid, and other ingredients that contribute to the quality of our product.

Our seasoned beef contains no “extenders” to add volume, as some might use.  For more information about our ingredients go to http://www.tacobell.com/”

Nevada Best Kept Secret: #1 in Crime

05 Friday Nov 2010

Posted by Paul Kiser in Branding, Business, Communication, Crime, Crisis Management, Ethics, Government, History, Politics, Pride, Print Media, Public Relations, Rotary, Taxes, Traditional Media, Travel, Violence in the Workplace, Women

≈ 2 Comments

Tags

auto theft, Blogging, Blogs, crime rate, crime statistics, Employment, Executive Management, HR, Management Practices, Nevada, New Business World, Newspapers, Public Image, Public Relations, Publicity, rapes, robbery, Rotary

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Article first published as
Nevada #1 Crime Rate Not Acknowledged
on Technorati

On a late October morning a Wal-Mart employee was ‘disgruntled’ and he decides it’s time to take action. He smuggles a gun into the store and buys ammunition for it in the Sporting Goods department. He then goes to the restroom where he hides in the handicapped stall mulling his decision. He makes a final commitment to confront his bosses and leaves the restroom, straight toward the manager’s office. Once there he confronts the manager, the one he likes, and, at gunpoint, orders him to call two other managers to the office. When they arrive they find an angry man with a gun. At some  point the three managers make a run for it and all three are shot. All three live, but their lives will never be the same.

Last week’s shooting of three managers in a Wal-Mart in Reno (Nevada, USA) should not be surprising in a State that has the worst crime rate in the United States. Nevada has been ranked as the Most Dangerous State for the last four years (2006-09) by Morgan Quitno’s (morganquitno.com) annual crime rate report.

Nevada’s Crime Story

  • Nevada ranks #1 in women being killed by men (1)
  • Nevada ranks #1 in stolen cars per capita (2)
  • Nevada ranks #1 in robbery per capita (2)
  • Nevada ranks in the top 10 for assaults per capita for the last 4 years (3)
  • Nevada ranks in the top 10 for forcible rape per capita for the last 4 years (3)

What is a surprise is the deafening silence about the State’s notorious ranking by local media. The top 50 hits of a Google search of ‘Nevada High Crime Rate News Media’ offer no mention of the issue among the State’s primary television and print media resources. It also was not an issue discussed in most of the major political contests this year despite the fact that Nevada’s #1 status in unemployment, foreclosures, and bankruptcies were all fodder for candidate mud-slinging.

It should be noted that Nevada’s crime rankings are not an artifact of the 2007-09 Recession. The State has been a leader in crime independent of the economic environment. It is unknown if Nevada’s out of control crime issues are effecting tourism because for over half a decade the State has experienced a steady decline in gaming revenues because of increased competition due to Indian gaming in California and other States. Any impact of Nevada’s high crime reputation would be masked by the larger trend; however, as there seems to be little awareness of the State’s crime issues, it is unlikely that it has had an impact…yet.

Nevada’s gaming industry would likely suffer more revenue losses if the crime woes were widely publicized and lower gaming revenues would have a trickle down effect on newspaper and television advertising revenue but, there is no evidence that the local media intentionally avoids the subject to risk offending their advertisers. Gaming also plays a significant role in Nevada politics but, there is no evidence that politicians avoid discussing the issue for fear of offending potential major contributors to their campaigns.

However, the lack of discussion seems to only be feeding the problem. If any effort is being made to turn around Nevada’s position as the Most Dangerous State it is being done without fanfare ….and without success.

NOTES:
(1) – Statistic for 2008 (from crimeinamerica.net)

(2) – Statistic for 2009 – #2 in 2005-08 (from disastercenter.com)
(3) – Statistic for 2006-09 (from disastercenter.com)

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The Vultures Start Circling on Election Day

03 Wednesday Nov 2010

Posted by Paul Kiser in Communication, Crisis Management, Ethics, Government, History, Honor, Politics, Pride, Print Media, Public Relations, Respect, Rotary, Traditional Media, US History

≈ 1 Comment

Tags

Blogging, Blogs, Let Freedom Ring, Newspapers, Public Image, Republicans, Tea Party, USA Today

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Article first published as
Vote Brings Out the Vultures
on Technorati

Tuesday’s vote put the Republican Party back in charge of the House and significantly reduced the Democratic majority in the Senate. The polls prior to Tuesday had already signaled that the Democrats would face near historic losses and that news brought out the vultures (hawks is too nice a metaphor). A full-page ad in USA Today by Let Freedom Ring used the opportunity of a Democratic blood-bath to promote their fear-mongering agenda.

The unknown author(s) titled the ad with: “When will President Obama Accept Reality?” They use the recent incident of two printer bombs (not to be mistaken with any products sold by Hewlett-Packard) addressed to synagogues in Chicago to argue that we “..clearly remain under attack.”

The ad proclaims that they:

…will seek out candidates that a not afraid to praise and defend America. We will elect those who are not afraid to put a strong America first.

Who is the terrorist?

Clearly the fact that we did not respond with a nuclear bomb in Yemen last weekend has offended these people. I say these people because they seem to wish to remain unknown. Not only do they avoid listing any names in the advertisement, their website is absent of any responsible party.  As typical with this type of propaganda, the people behind this effort don’t stand behind the statements. The anonymous statements have the same value to our country as gang graffiti on a dumpster.

However, this ad is a big win… for those who are responsible for shipping the printer bombs from Yemen last week. A handful of criminals who wanted to make a name for themselves could not hope for a better result from two failed bombs that never came close to a target. They got a full-page ad in USA Today and they didn’t have to pay a penny for it. They are now the toast of every other criminal out there who wishes people would pay attention to them.

Who is the real terrorist? The nameless person who made the bomb, or the nameless people who try to take an incident and use it to promote fear for their political agenda?

I know who has my vote.

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  • Relationship Typing: 3 factors that affect the quality and depth of friendship (Part I)
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  • Millennium Hotel: Go away, spend your money elsewhere
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  • 2Q 2010 Social Media Tools: Facebook/Twitter sail on, LinkedIn/MySpace don’t
  • War Declared on Social Media: Desperate Acts of Traditional Media
  • Pay It Middle: The Balance between Too Much and Too Little Compensation
  • Mega Executive Pay Leads to Poor Performance
  • Relationships and Thin-Slicing: Why the other person knows what you’re really thinking
  • Browser Wars: Internet Explorer losing, Google Chrome gaining ground
  • WiFi on Southwest Airlines: Is it ‘Shovel Ready’?
  • Starbucks makes a smart move: Free WiFi
  • Foul Play: FIFA shows what less regulation offers to business
  • The Shock of the McChrystal Story: The story is over before the article is published
  • Tony Hayward: The very model of a modern Major General
  • Epic Fail: PR ‘Experts’ don’t get Twitter
  • King of Anything: Social Media vs Traditional Media
  • Twitter is the Thunderstorm of World Thought
  • Signs of the Times
  • How Social Interactive Media Could Transform Higher Education
  • How to Become a Zen Master of Social Media
  • Death of All Salesmen!
  • Aristotle’s General Rules on Social Media
  • Social Media:  What is it and Why Should You Care?
  • Social Media 2020:  Keep it Personal
  • Social Media 2020:  Who Shouldn’t Be Teaching Social Media
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  • Social Media 2020: Who Moved My Public Relations?
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  • Physics in 2010: The more we understand, the less we know

Personal Experience Related

  • Knowing when it’s over or beyond over
  • Dear Teresa Laraba, SVP of Southwest Airlines Customer Service
  • Things I didn’t know about being a Father to a four-year-old boy
  • Riding Reno: The Ladies of Reno
  • Up in the air down in Texas
  • I mow my lawn because…
  • Nevada I-580: An Interstate by any other name
  • Nevada’s oldest brewery opens a Reno location
  • Two Barbecues and a Wedding
  • Car Dealership Re-Imagines Customer Service

Our Country and History Related

  • A Question of Ethics
  • The Quality of Mercy: Tea Party seeks its pound of flesh
  • I’m not angry, nor am I stupid … and I voted
  • Point of Confusion
  • What I’m not buying this year
  • Nevada: State of Disaster
  • Thank you, Mr. President
  • America’s Hostile Takeover of Mexico

A Question of Ethics

02 Tuesday Nov 2010

Posted by Paul Kiser in Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Employee Retention, Ethics, History, Honor, Human Resources, Management Practices, Passionate People, Pride, Public Relations, Relationships, Respect, Rotary

≈ 3 Comments

Tags

Blogging, Blogs, Employment, Ethics, Executive Management, Management Practices, Public Relations, Rotary, Seminars, speakers

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Business ethics have waxed and waned over the centuries, but recently we have observed a severe lack of ethical conduct on a large-scale in recent years. The most recent world-wide economic crisis was triggered by years of unethical business practices that nearly put the United States in its first depression in almost a century. In hindsight the questionable business practices were often created by a subtle system of pressuring employees to take actions that were demanded by executives and managers in order to improve earnings for stockholders. This type of ethical dilemma often leaves no one person to blame, and even those involved sometimes do not realize that they are participating in inappropriate and/or unethical acts.

I have been caught in ethical dilemmas that created a moral challenge for me and in one situation I lost a stream of revenue in a seemingly no win scenario.

For a time I assisted a seminar speaker who was considered to be an expert in his field. He hired me to participate in group activities during his seminars.  Occasionally, he would ask me to update or write scenarios for his seminars. In one case I based the scenario on someone I knew, but I added the possibility of suicide.  The scenario was also combined with a possibility of doing harm to someone else.  We used the scenario in one of his seminars and it went very well.

Bigger horns make the bull seem smaller...just like some consultants

A few weeks later we used the same scenario, with minor revisions, with another client. Interestingly enough, the night before the seminar, the speaker  told me that someone else had just written the scenario. However, when I read it I realized that it was the same one I had written for him a few weeks earlier. When I mentioned to him that I was familiar with this scenario and tactfully reminded him that I had been the original author he quickly acknowledged it and moved on.

The next day exercise went well and afterward the participants were given the opportunity to discuss the activity. Participants began asking him about what happened in real life to this person.  Instead of explaining that this was a fictional scenario based on a combination of multiple real situations, the speaker began explaining that in the real life situation that the person did indeed kill himself.  He continued to answer more questions that were also fabrications, but passed off as his ‘research’.  Afterwards I did not mention anything to him about his handling of the post-activity questions.  He was hiring me to assist him, not criticize him and so I did not pursue it with him.

He had already hired me to work with two more clients in the next few weeks and at both he insisted that I stay out of the room, except during the group activity. He stressed that it was not good for his clients to ‘get to know me’ too well.  He also did not schedule me for any more work with his clients.

Later I tried to understand what I might have done to cause an abrupt end to our relationship. He and his clients raved about my work. I then realized that the sudden changes occurred after I witnessed his unethical handling of questions in the previous seminar. Apparently it had a significant impact on him that I observed his breach of trust with his client and that earned me a permanent seat on the bench.

Perhaps I should have confronted him, but I think that would have just made him mad, with the same result.  It was a good lesson: A lack of ethics by one person…sucks.

More Articles

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  • Relationship Typing: 3 factors that affect the quality and depth of friendship (Part I)
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HR/Security Hot Topic: Should you watch your employee’s personal Internet activities? (Facebook, MySpace, Twitter, etc.)

28 Thursday Oct 2010

Posted by Paul Kiser in Branding, Business, Communication, Consulting, Crisis Management, Customer Service, Employee Retention, Ethics, Government Regulation, Honor, Human Resources, Information Technology, Internet, Management Practices, Pride, Privacy, Public Relations, Re-Imagine!, Recreation, Relationships, Respect, Rotary, SEO, Social Interactive Media (SIM), Social Media Relations, Violence in the Workplace, Website

≈ 1 Comment

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background checks, Blogging, Blogs, case law, Employee evaluations, Employee privacy, Employer liability, Employment, Employment Law, employment verification, Executive Management, Facebook, HR, Human Resources, Internet, lawsuit, LinkedIn, Management Practices, monitoring employees, New Business World, performance reviews, Privacy, Privacy on the Internet, Public Image, Public Relations, Publicity, Rotary, security, Social Media, Social Networking

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

One of the hottest topics in the world of employment is whether or not an employer should monitor his or her Internet activities. This is a subject I’ve written about before, but it is an issue that is still emerging and has yet to have any significant case-law to provide guidance to employers.

It is well-known that a large number of employers perform a ‘Google’ search on the Internet before they hire an applicant, but now companies are feeling the need to continue to monitor an employee’s Internet activities after hire. Many experts, especially those involved in employee liability prevention support an employer’s right to monitor an employee’s Internet activities even when those activities occur off-duty and offsite. The logic is that it is prudent to aware of anything an employee might say or do that could embarrass the employer, or any indication that the employee might take an action that might involve the company and its facilities.

These are rational arguments, but I believe that monitoring an employee’s activities is opening the door to bigger liability issues. Sound odd? Here’s the scenario I see happening in three Acts.

Should the Employer be Big Brother?

Act One: A busy-body employer or manager casually checks his or her employee’s Facebook, MySpace, and/or Twitter accounts. The employer might even do a Google search on an employee from time to time. When the employer or manager finds something that they see as objectionable they confront the guilty employee and take the proper action. It becomes known throughout the company (and the employee’s family) that the employer monitors its employee’s personal Internet activity.

Act Two: An employee has been reprimanded for content they have posted on the Internet. Six months later the same employee posts information on the Internet that he  is considering suicide and describes in detail how he is going to kill himself. Two weeks later the employee carries out the suicide as described. The family is aware the employer monitors the employee’s Internet activity and sues the employer claiming that the employer should have reasonably been aware of the planned suicide and taken action.

Act Three: Companies find themselves with two polar opposite choices. Either the company does not monitor their employee’s Internet activities or the company assigns resources to constantly monitor the Internet on every employee to insure they capture any relevant data for which the company should take action.

I was trained in Human Resources under the policy that what the employee did on her or his own time was off-limits to the employer unless it had a direct impact the job performance. That policy has had to be adjusted in a world where work and off-duty time can often be hard to differentiate, and where drug testing, researching credit scores and background checks have become standard operating procedure for many companies. However, an employee’s personal Internet activities is almost impossible to track in a society that is increasing involved in hours of daily online social networking. The question is whether an employer wants to be liable for monitoring its employees 24/7/365 and being held responsible for taking the appropriate action, or whether the employer would be better served by not being sucked into liability issues that can be avoided by simply not playing the role of Big Brother ?

I know which strategy I would recommend to my clients.

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Dear Teresa Laraba, SVP of Southwest Airlines Customer Service

20 Wednesday Oct 2010

Posted by Paul Kiser in Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Information Technology, Internet, Lessons of Life, Management Practices, Passionate People, Pride, Public Relations, Relationships, Respect, Travel

≈ 1 Comment

Tags

Blogging, Blogs, Boarding Groups, Cattle Boarding, Customer Loyalty, Executive Management, Internet, Management Practices, New Business World, Open Seating, Public Image, Public Relations, Publicity, Senior Vice President, Southwest, Southwest Airlines, SWA, Teresa Laraba, Value-added

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Teresa Laraba
Senior Vice President Customer Services
Southwest Airlines

Dear Teresa:

Last Friday I felt betrayed by Southwest Airlines and while the outcome of the event was not horrible, the stress it caused me has profoundly effected the trust I place in your airline. I also felt that some of your key people failed in their duty toward customer service.

I have been on 28 Southwest flights since the beginning of August and the one that was the longest was last Friday’s flight from Boston to Reno. I was on the flight for almost eight hours. I knew it was going to be a long flight, but I always pay for Early Bird boarding so that I can get a window seat and settle in. I have relied on this service to make the ‘open seating’ policy less of an ordeal, especially on long, full flights where the last to board are the Big Losers who have to sit in the middle seat.

The Boarding Pass of Shame

The day started out stressful as a major storm hit the northeast and I had to drive through heavy rain, in the dark to get to the airport. After getting to the airport, gassing up the car, and turning it in, I took a sigh of relief as I went to get my boarding pass. I had early boarding, which was critical on a flight that would be five minutes short of 8 hours on the same plane. I finally found the TSA line and as I stood there I looked to see where I would be in the ‘A’ Boarding Group. I was shocked to see that I was in the ‘B’ Boarding Group, and that I was at the end of the ‘B’ Group.

I got through the security line and went to the Gate Counter. I asked the gate agent at the counter, (who seemed like she was in a bad mood at 6:30 AM in the morning,) if this was a mistake. She said that there was a ‘computer glitch’* and that all Early Boarding passengers lost their Early Boarding status. She told me I would be refunded $10.

(DEFINITION: Computer Glitch – One of our computer programmers applied a change to the system that screwed everything up, and while it was human caused, we’re going to make it sound like a mechanical problem, so we don’t have to take responsibility for the error and actually do something to make it right.)

Southwest Airlines doesn’t seem to understand that when you fail to do what you promise, giving back the money you took in exchange for that promise is not making it right. Giving money back for a service not performed is what you are legally obligated to do, it’s not doing me a favor. It is essentially saying, “We’re not going to try to screw you out of your money for our failure to do our job.”…thanks a lot.

So I was going to sit in the middle seat for an eight-hour flight because Southwest screwed up and that was your ‘best’ customer service response. I complained further and the gate agent reluctantly said she would let me board at the end of the ‘A’ group. That was a good half measure at a solution, but I still don’t know why she didn’t offer it when she first admitted the error.

I was still frustrated so I called your Customer Service line. I was met with the same cold, uncaring, “..we’ve had a computer glitch and you’ll be refunded your $10.” When I told her that I was going to be stuck on the same plane for eight hours she acted like she didn’t believe me. I then helped her with the math and explained the three time zones we would be crossing, to which she said, “Oh, yes, that is eight hours.” In her defense she did suggest that I could talk to the gate agent, but I had already done that with little results.

I’ve flown SWA a lot recently, and I’ve come to trust the Early Bird boarding system. I used to try to pull my boarding pass at 24 hours before boarding in order to get a decent seat with limited success. The Early Bird boarding option has made all the hours in a loud aluminum tube where I have no rights, no say, and no real food, … bearable. BUT, on the longest flight of 29 (tomorrow is #29), the system failed me…big time. What I’ve learned from this not only is the Early Bird boarding system unreliable, that when there is a problem, Southwest does not, 1) recognize the significance, or attempts to minimize the problem, and 2) offers no reasonable solution unless you really complain.

I do have three positive experiences to report that kept this flight from being a disaster. First, I was able to get a window seat and that kept me from going over the edge. Second, another SWA employee, (Mark, I think) who actually loaded the passengers on the plane, recognized that the loss of the Early Bird boarding passes was a major problem. He made it clear that anyone with Early Bird boarding would be allowed on the plane at the end of the ‘A’ Group. He admitted that it was a big problem and he apologized several times for it.

That was it! Admitting it was a major problem, apologizing for it, and then attempting to make it right was the key to showing that someone cared. The gate agent and the phone ‘customer service’ showed a lack sympathy or concern. Your ‘customer service’ staff has become too good at minimizing the problem and being ‘professional’ by not caring.

The third positive came from the flight deck. We boarded the plane to sit there for an hour so someone (a professional mechanic) could come and tape up an exit sign that was hanging down. However, the pilot (possibly the co-pilot) came out and personally explained, multiple times what was going on and during the flight he came out and walked the plane explaining where we were in the flight. He cared enough to show his face and give us the news, bad and good.

I don’t understand why your customer service staff is so uncaring, leaving the rest of the employees at SWA to pick up their slack? I will likely continue to fly SWA because we really don’t have a choice anymore, but I will go back to pulling my boarding passes 24 hours in advance, even with my Early Bird boarding fee, just because I can’t trust your system to do what it supposed to do, and because when it fails, your CS staff could care less.

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Your Privacy Rights on the Internet: Read before you write.

11 Monday Oct 2010

Posted by Paul Kiser in Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Honor, Human Resources, Information Technology, Internet, Lessons of Life, Management Practices, Passionate People, Pride, Privacy, Public Relations, Re-Imagine!, Relationships, Respect, Rotary, Social Interactive Media (SIM), Social Media Relations

≈ 1 Comment

Tags

Blogging, Blogs, Facebook, Internet, LinkedIn, New Business World, Privacy on the Internet, Public Image, Public Relations, Re-Imagine!, Rotary, Social Media, Social Networking, Twitter, Your Rights

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

I have had several discussions with people who have a fear of the Internet and Social Media tools. The common issue that arises is regarding privacy, which to me is an interesting concern. Being concerned that you’re giving up your privacy if you use the Internet is, to me, a Homer Simpson moment.

I’m not sure where anyone got the idea that writing something and sending it out over a public system of servers, visible to almost anyone, and recorded for all time would be private, but for those of you who have that impression, let me read you your rights:

Your Right to Privacy on the Internet

  • You have a right to stay silent.
  • You have a right to not participate in Internet/online activities.
  • You have a right to consult an attorney before you participate in any Internet/online activities.
  • You have the right to stay in your house, block up the windows and never go out into public.
  • If you choose to participate in any Internet/online activities, anything you say can and will:
    • be considered a reflection of your public image
    • be available for anyone in the world to access
    • be recorded for the remainder history of the civilized world
    • be used against you now, or in the future
  • If you choose to NOT participate that will NOT prevent:
    • People from talking about you on the Internet
    • People using your image for almost any purpose
The Internet, and Social Media tools like Facebook, Twitter, MySpace, and LinkedIn allow people to communicate in a way we’ve never been able to communicate before. It is not intended for private discussions, but it is an open forum. That makes some people uncomfortable, and while I understand that, I also have to wonder why people have a need to say something they are not willing to say publicly?

There is still a time and place for a personal, one-to-one conversation to discuss matters between the two people, but isn’t that better to be done in person? Privacy is not what one should expect when using the Internet, but it is the place for ideas and concepts to be discussed in an open environment that values the input of all. Yes, sometimes the stupid people have louder voices and win the day, but at some point people will look back and learn who was behaving stupidly and who was really correct.

Here are four things I try to keep in mind when participating in online activities:

  1. Sometimes I’m going to say something stupid. I’m human and I will have to buck up and take responsibility for it.
  2. Sometimes people are going to ridicule what I have to say. That doesn’t mean they are correct and it may be a reflection of their poor judgement, not mine.
  3. By participating I will learn more than I could if I did not participate. Sometimes the lesson will be difficult, but that will usually mean I will learn more.
  4. Social Media is not the alpha and omega of life, but it is one of the most powerful communication tools ever conceived.
Now you have been read your rights… you can take it from here.

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  • Rotary Membership/Public Image Challenge
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  • Rotary@105: A young professionals networking club?
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  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
  • Rotary Magazine Dilemma Reveals the Impact of Social Media
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Our Country and History Related

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Nevada: State of Disaster

30 Thursday Sep 2010

Posted by Paul Kiser in Branding, Business, Crisis Management, Ethics, Government, Higher Education, History, Lessons of Life, Management Practices, Passionate People, Pride, Public Relations, Random, Respect, Rotary, The Tipping Point, US History

≈ 4 Comments

Tags

Blogging, Blogs, Executive Management, Management Practices, Nevada, New Business World, Public Image, Public Relations, Publicity, Rotary, Rotary District 5190

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Among our Country’s 50 States, Nevada has been imploding for several years and is on the brink of complete collapse. Nevada ranks:

  • 1st in Unemployment at 14.4% (over a point higher than the next highest State)
  • 1st in Foreclosures (1 in 84 homes)
  • 1st in Crime (2009 – CQ Press)
  • 44th in 8th Grade Math Scores (2009)
  • 48th in 8th Grade Reading Scores (2009)
  • 49th Smartest State (2004, 2005, and 2007 – based on 21 factors)
  • 45th Healthiest State (2009 – United Health Foundation)

Nevada has managed to take advantage of traditional and non-traditional industries to keep its economy viable, but it has typically been dependent on easily exploited, non-competitive markets (gaming, quickie marriage, quickie divorce, and …quickies.) Unfortunately, in the past decade the strategy of taking advantage of human vices and lusts has failed as other States have decided they’re not as moral as they thought. As one might expect, Nevada’s government has been as precariously designed on a Natural Law type framework where accommodation of business needs supersede governing for and by the people.

Clouds on the Nevada horizon

As the statistics show, all that has now caught up with the Silver State and the result is a failing, under-funded, dysfunctional society that is so deep in a hole that they can’t see the way out. But to understand Nevada, a person needs to understand the history of a State that had a premature birth and since then it has behaved like the bastard child of our Country.

Nevada’s Sordid History
Nevada was founded in 1864, not because it met the minimum requirements for Statehood, but because of a marriage of convenience when; 1) President Abe Lincoln needed more political support and, 2) the residents were trying to rid themselves of Mormon control.

The re-election of Abe Lincoln eight days after Nevada became a State was not a coincidence as the political powers in Nevada openly favored President Lincoln. By giving Nevada Statehood, President Lincoln was assured that his Administration would maintain control as the Civil War reached a crucial stage in the last year of the conflict.

Nevada's State Flag

At the same time, many of the residents of the region were motivated by a distaste for the governance by the Utah Territory authorities as it was being handled by the Church of Latter-Day Saints where all positions were filled by faithful Mormons. Fortunately for the soon-to-be Nevadans, the Church was not in good graces with the U.S. Government and the Mormon Rebellion in 1857-8 (a saber rattling affair) led to the Mormons retreating back into the Salt Lake area, leaving the door open for residents to split off the western two-thirds of existing State as the Nevada Territory. They then pursued Statehood ensure a local government free of Mormon domination.

Although initially rejected, Nevada’s application for Statehood became seductive to the Republicans who sought to outmaneuver political opponents in Washington, D.C. Thus, Nevada’s motto, “Battle Born” is probably more reflective of the political games of the time, rather than the State’s birth during the Civil War.

Open For Business
Though it is the nation’s 7th largest State by area, it is in the bottom third of the Country as measured by population. Eighty-five percent of Nevada’s 2.5 million people live in either Las Vegas or Reno and only 14% of the residents were born in the State.

Because Nevada’s population has always been small and transient, it has been easy for the State government to be controlled by business interests. In the early years mining, ranching, and railroad interests heavily influenced the government and while Railroad owner’s power has faded, the gaming industry has stepped in to take their place.

One example of how the State has been run by and for business men is John Sparks, for which Reno’s sister city is named. John Sparks was a shrewd, unethical man who purchased small parcels of land in Eastern Nevada around water sources and then denied access to other ranchers. In this way he could use public land for grazing his cattle but prevent other ranchers from having access to water for their cattle. He and a partner eventually became mega-land owners through shady manipulation of Homesteading laws.

Although he lost most of his wealth when his company’s cattle died in a severe winter near the end of the 19th Century, he was elected Governor in 1902. In political office he became the darling of the Railroad owners who gave him free train travel from his home south of Reno to his office in Carson City. Governor Sparks political legacy is measured by the favorable railroad legislation produced during his administration. In 1905, the City of Sparks was founded soon after his death and to this day associates itself with its ‘railroad heritage’.

The Road Not Taken

The mining industry has the longest association of political clout with the State and even today enjoys an unusually favorable tax status in Nevada as they pay taxes on net profit. Because the taxes are calculated on net instead of gross profit, the mining corporations can avoid paying taxes in years of high revenue by spending more money on equipment and services. Much of the money spent goes to companies outside the State, leaving the Silver State holding the bag, not the money. Mining companies have major lobbying forces in Nevada that not only promotes their interests with State legislators, but also have been rumored to aggressively go after citizens and groups who oppose their favored tax status.

How favorable is Nevada’s mining tax status? This year mining is projected to contribute on 1.4% of the State’s revenue. That is roughly equal to the total tax paid for renting a car in Nevada OR the tax paid on liquor purchases. It is half the tax collected on cigarette and tobacco sales. Mining is a $1.5 Billion dollar industry in Nevada and contributes one of the smallest portions to the States revenue, but is voraciously defended by senior legislators of both parties at both the State and Federal levels.

In the last half of the 20th Century, gaming interests have assumed a share of influence as almost 25% of the State’s budget is financed by gaming taxes. Because of the massive lobbying efforts of mining, gaming, and Chamber of Commerce groups, the State government is run predominantly by and for conservative business interests. Nevada is ranked as one of the top business-friendly States and is a safe haven for wealthy individuals and corporations who seek to take advantage of Nevada’s lack of corporate, inventory, income and capital gains taxes.

The Failed Argument
Conservatives across the nation have suggested that taxes are killing the free market and all economic ills would disappear if not for the evil of a government-created fair playing field. That argument is proven wrong in Nevada. Despite the State’s business-friendly environment, it has the highest jobless rate in America and businesses are not thriving, but dying. There is no spin anyone can put on Nevada’s grand experiment. Government is not the source of our economic ills.

In a recent political debate in California, the Republican candidate for Governor argued that businesses were leaving California because of more favorable business environments in neighboring western States. She even went so far as to name them. Ironically, the one State she couldn’t add to her list, Nevada, has a more favorable businesses environment than any of the State’s named. If her argument were true, why aren’t businesses flocking to Nevada?

The Disaster Brewing for Decades
Politicians have known for decades that the economy of the Nevada was unsustainable and that economic disaster is a matter of ‘when’, not ‘if’. Dependence on only a few industries for the State’s economy has always kept Nevada vulnerable to significant changes in economic and/or business conditions. For years, Nevada’s main source of tourism and gaming revenue have been consistently in decline because of California Indian gaming.

2010 Projected Nevada Tax Revenue

Over reliance on the gaming tax revenue coupled with the lack of traditional tax revenue sources like income taxes have pushed the State to make up for it by having among the highest sales and gasoline taxes in the nation. The lack of corporate and capital gains taxes on wealthier tax payers has pushed the burden on those who are least able to pay.

Epic Failed State
Last year, like many States, Nevada felt the crushing blow of the 2007-09 Recession. Massive cuts (Higher Education was presented with a 36% cut in the Governor’s budget) and a few minor tax increases made it possible for the 2009 Legislature to finalize a budget. But in 2011, the well is dry. No one can predict how the politicians will come up with a budget, but with the Tea Party’s domination of Nevada politics and a hysteria over cutting taxes that don’t even exist it is obvious that any solution will involve gutting programs and shredding the State’s infrastructure. As Nevada is already No. 1 in crime, unemployment, and foreclosures, the continued devolution of the State’s government will mean we can only watch the situation go from worst to Epic Fail.

Poor Role Models: Governor's Dinner in Washington, D.C. - image thanks to 8NewsNow.com

Political Wackos Rule
A rational person would probably look at the current situation in Nevada and determine that this would be the time to find people of high moral character and great thinkers to take control of the crisis. This would also the time to capitalize on those people who are in positions to use their influence and power to act on behalf of the State at all levels of government. Unfortunately, a lynch-mob mentality has besieged the electorate and a blood-hunt by the national Republican Party has poured millions of dollars in an effort that will eviscerate Nevada’s voice in American politics.

There is little reason to believe that anything can prevent Nevada from an economic meltdown along with a catastrophic failure of government infrastructure. The cities and counties will experience the full brunt of the disaster as the Nevada constitution prohibits Home Rule, which means that they cannot take independent action to preserve themselves by isolating and controlling their revenue sources.

There is one positive aspect of this situation. As the nation works to recover from the Recession of 2007-09, every other State in the nation will be able to say, “Well, at least we’re not Nevada.”

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Rotary@105: Grieving Change

07 Tuesday Sep 2010

Posted by Paul Kiser in Book Review, Branding, Business, Club Leadership, Communication, Crisis Management, Customer Relations, Customer Service, Information Technology, Internet, Lessons of Life, Management Practices, Membership Recruitment, Membership Retention, Passionate People, Print Media, Public Relations, Random, Re-Imagine!, Relationships, Rotary, Rotary@105, Science, Social Interactive Media (SIM), Social Media Relations, The Tipping Point, Traditional Media, Website

≈ 1 Comment

Tags

Acceptance, Anger, Bargaining, Blogging, Blogs, Book, Change, Club Members, Customer Loyalty, Denial, Depression, Elisabeth Kübler-Ross, Executive Management, Facebook, Grief, Grieving, Grieving Loss, History of Rotary, Internet, LinkedIn, Loss, Management Practices, Membership Recruitment, Membership Retention, New Business World, On Death and Dying, Paul Harris, Public Image, Public Relations, Publicity, Re-Imagine!, Rotarians, Rotary, Rotary Club, Rotary District 5190, Rotary International, Social Media, Tradition, Twitter, Value-added

by Paul Kiser
USA PDT  [Twitter] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

On October 16th, our Rotary District (5190) will hold the second annual Public Relations (PR) seminar. It is a difficult topic because PR is a vital component to all aspects of Club operations, especially Membership recruitment and retention; however, for very ‘human’ reasons many members/clubs may not ready to listen to many of the key concepts because they are not ready to face the reality of the current situation.

To understand the resistance to the topic I need to refer to the 1969 book by Elisabeth Kübler-Ross, On Death and Dying and her model of the grieving process. Her book became a major work in the fields of psychology and counseling for decades and while many experts now reject the idea of ‘stages’ of grieving, her model serves to remind us that people are influenced by their emotional state and some information will not be easily accepted when change intersects with tradition.

On Death and Dying by Elisabeth Kübler-Ross

In the book, Kübler-Ross proposes that the grieving process involves five stages that help us recover from personal crisis back to a more balanced life where the incident or loss does not rule our lives and influence our decision-making. The stages are: 1) Denial, 2) Anger, 3) Bargaining, 4) Depression, and finally, 5) Acceptance.

So what is happening in Rotary that would cause a member or a club to be in crisis? Two issues come to mind.

Membership in Crisis
First, Rotary has been battling a significant membership issue for almost 15 years. For example, in 2005, Rotary Zone 23 (now re-zoned as Zone 25) had 568 clubs consisting of 33,921 members and five years later (2009) Zone 23 consisted of 33,304 members in 588 clubs.  While the number of clubs had increased by 20, total membership had decreased by over 600 people. This is only about a two percent loss over five years; however, the problem is that, 1) this has been a consistent trend for most of the last 15 years, and 2) every Rotary International President for the last nine years has pushed for increased membership as part of the key programs for his year.

The facts are simple: Rotary is bleeding membership and clubs are getting smaller (in Zone 23, an average of 3 members smaller over five years.) In seven years Rotary has brought in 1.2 million members…and lost 1.2 million members. Membership in North America, and many other western countries is on the decline. If current trends continue, over the next 15 to 20 years many community Rotary clubs will shrink until they are no longer relevant and then disband. Many small clubs are already facing this problem today and have less than five years to solve their membership crisis.

A New Business World
The second issue is external to the Rotary club. Business and communication is undergoing a rapid change and all the rules are changing. The Internet and, in particular, Social Media have challenged how business operates in a world where one person can be heard by millions, and if that person is talking about your product or service you have to be plugged in and listening or be lost in ignorance of what your customers and potential customers know about you. This new world demands personal involvement, yet many people (especially older business people) don’t want to be forced to participate in Social Media tools that put them and their company up for public scrutiny. There is a growing division between older professionals that tend to reject Social Media tools and younger professionals that tend to accept them. Guess in which category most Rotarians fit?

Action Obstructed by Grieving
Public Relations offers potential solutions to both issues. By becoming aware of the Club’s public image (how non-members perceive Rotary) the members can adapt their PR plan to maximize the value of the club projects and programs to help non-members understand the purpose and scope of Rotary. Members can also be aware of behaviors and information that reinforce negative stereotypes that non-members may have about Rotary, then avoid situations that might damage the reputation of the club. P
R can also help members understand and adapt to the Social Media tools and use them to the best advantage for the club…and their business.

The problem is that discussion of these solutions is premature when someone is grieving. It is akin to telling the man who just lost his wife that, “there are plenty of fish in the ocean.” The combination of scrambling to understand a new business environment while facing a slow bleed of Rotary club members has many Rotarians in the one of the stages of grieving.

For some it is the first stage: Denial:

Stages of Coping with Loss

“There is no membership crisis. The world is the same today as it always has been. Our club is fine, we’ve been around for decades and we will continue to be here for decades to come.”

For others it is Anger:

“This is our club! We don’t need to change, if someone wants to belong to our club they need to change to our way of doing things! Don’t tell me what to do, I’ve been around a lot longer than you! Most of our members aren’t even on Facebook!”

For some it is Bargaining:

“We need QUALITY members, not more members. What help are we going to get to make these changes? How do you know this will work? How do I know this is not just a waste of time?”

And for some it is Depression:

“….”

Of all of the stages, a club should fear depression the most. Apathy and membership are never good combinations; however, for some members who are overwhelmed by change, the depression over the issues will open the door for them to quietly leave Rotary. In some cases, a member who is entrenched in tradition may not be able to accept change and leaving Rotary is the only option, but hopefully we can be aware that grieving change is part of the process and present the message in a way that will help members to the final stage of grieving, Acceptance.

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Communication: Repetition of message does not increase awareness

03 Friday Sep 2010

Posted by Paul Kiser in Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Government Regulation, Information Technology, Internet, Lessons of Life, Management Practices, Passionate People, Public Relations, Relationships, Rotary, Social Interactive Media (SIM), Social Media Relations, Traditional Media, Travel

≈ 1 Comment

Tags

air safety, Blogging, Facebook, flight attendant, Internet, LinkedIn, Management Practices, New Business World, pre-flight briefing, Public Image, Public Relations, Publicity, Rotary, Social Media, Social Networking, Southwest Airlines, SWA, Twitter

by Paul Kiser
USA PDT  [Twitter] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

“….Welcome to Flight 2333 to Norfolk….”

August was a busy month of travel for me. On four round trips in one month I spent over 40 hours on sixteen Southwest Airline planes and heard the pre-flight safety briefing 19 times. That would theoretically make me one of the most knowledgeable passengers on flight safety. One would think that I could repeat the flight attendant patter verbatim by now. But I can’t. I travel enough that the safety briefing is merely spam to me.

“…We would like to point out a few of the safety features on this Boeing 737. To fasten your seat belt slide the metal tab in the buckle. To release the belt pull up on the tab on the top of the buckle…..”

Attention will be paid to that which is unique

I know that this briefing is intended to provide a safe traveling environment and maybe there is someone who is allowed out in public who doesn’t know how to buckle a seatbelt, but really, does mindless repetition make us safer? The answer is ‘no’. Repetition can be useful in helping the brain hardwire complex information, but when the information is perceived to be too basic most people stop listening.

The failure of the passenger pre-flight briefing to inform serves as a good lesson for business people. A lot of smart people should know this, but I still find business men and women who live by the erroneous assumption that the more they get their message out, the more successful will be their endeavor. I have one group that sends at least one email to me everyday, and sometimes more than one email. I support the purpose of this organization, but I am considering blocking their emails because they have become spam to me.  When I open their email I read a few words and I file it away.

A ‘Hoser’ is what I call people who flood a Social Media tool with posts. On Twitter, I never read Tweets from someone who has multiple posts in quick succession. Sometimes people use applications that allow the Tweets to be posted on a schedule, which I think is a mistake.  When I see the same face on five consecutive posts I consider ‘unfollowing’ them over reading what they have to say. The same is true on Facebook and LinkedIn.

More about using Social Media in Aristotle’s Rules of Social Media

To be successful Public Relations and Marketing professionals must accept that a message must be more than a pre-flight briefing. If the message is just about repetition then not only will the audience not get the information, they will be annoyed by it. This is a hard lesson for traditional media ‘experts’ because they lived through a time when the audience had to get spam to get the entertainment (commercials embedded in television shows or ads embedded in magazine/newspaper articles.) Traditional media was designed to force the audience to accept the spam, but the Social Media is oriented to the audience, not the advertiser, and this means the reader has the power of the ‘off’ switch. To be heard, and understood PR/Marketing professionals must reject the old annoying ways of the past and use style, not repetition to get the message out.

As for the airlines, the pre-flight briefing will never go away even though it is completely ineffective. The briefing has little to do with informing people and everything to do with asserting the authority of the flight attendants. By standing up and lecturing the passengers on what passengers can and can’t do, they are identifying themselves as the people in charge, which is important in the unlikely event of a crisis on the plane.

However, the problem is that when your message is largely being ignored because it lacks content, the risk is that passengers won’t listen to other announcements. That’s another important lesson for PR professionals.

More Articles

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  • Epic Fail: PR ‘Experts’ don’t get Twitter
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  • Starbucks makes a smart move: Free WiFi
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  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
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  • Signs of the Times
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  • How to Become a Zen Master of Social Media
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I mow my lawn because…

17 Tuesday Aug 2010

Posted by Paul Kiser in Branding, Business, Club Leadership, Communication, Crisis Management, Customer Relations, Customer Service, Employee Retention, Ethics, Government Regulation, Higher Education, Lessons of Life, Management Practices, Membership Recruitment, Membership Retention, Passionate People, Public Relations, Random, Re-Imagine!, Recreation, Relationships, Rotary, The Tipping Point

≈ 1 Comment

Tags

Agent Smith, Blogging, Blogs, Club Members, Customer Loyalty, Executive Management, HR, inevitability, lawns, Management Practices, Membership Recruitment, Membership Retention, movie, mowing, mowing the lawn, Mr. Anderson, nature, Neo, New Business World, overcoming the odds, parenting, Public Image, Public Relations, Publicity, Re-Imagine!, Rotarians, Rotary, Rotary Club, Social Media, The Matrix, Value-added

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Mowing the lawn is a futile task.

It’s like Agent Smith said to Mr. Anderson (Neo) in The Matrix as he held him as the subway train rushed toward them:

Do you hear that Mr. Anderson? That is the sound of inevitability. It is the sound of your own death.

That is what my lawn says to me everyday as it smirks and says, “Do you hear that Mr. Kiser? That is the sound of inevitability. It is the sound of nature winning.” It doesn’t stop with the grass. Everyday we face the battle against the march of  time. We live in a reality that will always have the last word…and last laugh. We cannot win….

Agent Smith: The sound of inevitability

…but I don’t see it that way.

I mow my lawn and I do it as an act of defiance. Yes, it is going to grow back, and yes, I could spend my time some other way than weekly harvesting my valueless grass, but that would be giving up.

We can have small victories. We can defy the odds and make nature work for her ‘inevitability’. Yes, the grass will grow, but look at my lawn and today… it didn’t win. The day belongs to me and my lawnmower. Take your inevitability and chew on it, Mother Nature, because today I own you.

In the past few years I have noticed that many people have given in to Agent Smith. They see only the inevitability. Everything will only lead to failure, so why try? The only problem is that everything great that humans have accomplished have been done by defying inevitability. bridges, tunnels, interstate highways, monuments, dams, water systems, sewer systems, powerlines,….the list goes on. It is in our nature to defy nature…and win….even if it is only for today.

Whether it is the start of a new school year, greeting the 833rd customer of the day, inviting the 18th prospective new member when the first 17 didn’t join, planning the fundraiser…again, walking around and talking to the employees for the third time today, or convincing someone that a new creative idea really can work, we beat the odds and make inevitability wait and that’s why we exist.

Beating inevitability

So I will continue to mow my lawn…until Alexander is old enough to do it.

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Rogue Flight Attendant shows his arrogance, Airlines dislike for customers

16 Monday Aug 2010

Posted by Paul Kiser in Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Government Regulation, Lessons of Life, Management Practices, Passionate People, Public Relations, Rotary, Travel, Violence in the Workplace

≈ 5 Comments

Tags

Air travel, airline rules, Airlines, avionics, bad behavior, Blogging, Blogs, cell phones, Customer Loyalty, drama queen, electronic devices, Employment, FAA, flight attendant, hero, HR, jetBlue, Management Practices, New Business World, petty behavior, Public Image, Public Relations, Publicity, Southwest Airlines, Steven Slater

by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Last week Steven Slater was anointed as the working person’s hero by CNN and based on Internet response it would seem that most admire this jetBlue flight attendant and his dramatic act of quitting his job over the intercom, grabbing two beers, opening the plane door, inflating the emergency escape slide, and leaping into history. His behavior was allegedly in response to a passenger that refused to listen to his order to sit down as the plane taxied to the gate, and it has somehow elevated Slater to fame and offers of mega-financial deals.

Yet, the facts indicate that he is anything but heroic, and more accurately described as an arrogant, customer-loathing, self-obsessed man who betrayed the passengers on his plane and showed how control-obsessed some flight attendants have become in putting their petty desires over customer service.

Steven Slater - It's all about him

First, the facts of the alleged incident that supposedly drove him to his tantrum are in dispute. He claims that while the plane was taxiing to the gate a passenger stood up to get his bag and that while confronting the passenger the bag came down and hit him in the head. Yet, passengers claim the injury to his head was there earlier in the flight and no one can validate his fight with a passenger. By his own admission, Slater said he has thought about doing this act for 20 years.

Also, when Slater opened the starboard door and blew the slide, the plane was at the gate with the jetway in place. If the port side external door was not open, it could have been easily opened and he could have exited without the big show that took a plane out of service….but it wouldn’t have been as dramatic.

I do not doubt that there was some incident, but it seems that the facts according to Steven Slater don’t quite match the story. If a passenger stood up and began getting his bags before the plane had made a complete stop then that passenger was certainly in the wrong, but here is the catch, flight attendants have almost unlimited authority and if there was a major issue Slater only had to report the incident and the passenger would be spending some quality time with the New York Police. The passenger has no such power over the flight attendants, so why would Steven Slater portray himself as some beaten down victim at the mercy of a passenger?

Note that Steven Slater’s drama not only disrupted and punished the passengers on his flight, but his act also affected the passengers waiting to board that plane when it left New York. The plane had to be taken out of service leaving hundreds of people stranded. Slater’s co-workers were left to clean up his mess and he is a hero? To whom? What possible positive example does this petty, childish, little boy set for anyone? That bad behavior is rewarded?

Of course there are problem passengers. I have witnessed people who are rude, offensive, and ignorant of everyone around them. I will not defend these people, but I will say that most passengers are well-behaved even when they are dealing with a ground staff or flight crew that has belittled and/or humiliated them.

What I see more often on planes is not rude passengers, but rude flight crews that revel in power over their customers. No where in the business world do employees hold more power than flight attendants have over their passengers. Bizarre rules that have no meaning are enforced beyond common sense.

My favorite rule is turning off all electronic devices. Most Southwest flight attendants use the phrase, “..anything with an on/off switch must be completely turned off.” The rationale is that electronic devices will interfere with the plane’s ‘sensitive’ avionics, which is not true. Every urban area is blanketed with cell phone towers, microwave towers, and millions of electronic devices that transmit electromagnetic signals. Below 10,000 feet are electromagnetic waves that are far more powerful than anything a passenger can carry on a plane. If there were a danger of electronic interference it is more likely to come from external signals, rather than internal signals. In addition, the FAA and the airlines have yet to re-create an avionics problem that they could trace back to a mobile phone or an passenger’s electronic device. However, every airline enforces these rules even though they are only FAA advisories, NOT requirements.

The mix of petty rules and petty flight attendants, along with airlines that see passengers as the evil that they must deal with in order to gain a better dividend for their investor has created an abusive situation in the skies and on the ground. It’s not an excuse but passengers are reacting to the way they are being treated. I don’t condone bad behavior by passengers, but I’ll be damned if some drama queen* should be glorified for being the worst customer representative in an industry that hates their customer but still wants their money.

(*I know Steven Slater is openly gay and I am not slamming gays with the ‘drama queen’ remark. In theatre, and in life, there are drama queens, both male and female, and if the shoe fits…)

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The shock of the McChrystal story: Story is over before the article is published

24 Thursday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Communication, Crisis Management, Ethics, Human Resources, Internet, Lessons of Life, Management Practices, Print Media, Public Relations, Rotary, Social Interactive Media (SIM), Traditional Media

≈ 1 Comment

Tags

Afghanistan, Army, Bloggers, Blogging, Blogs, David Pertraeus, denver post, Executive Management, Facebook, General Stanley McChrystal, latimes, Magazines, Management Practices, McChrystal, Military Command, New Business World, Newspapers, npr, nytimes, President Obama, Public Image, Public Relations, Publicity, Rolling Stones Magaizine, Rotary, scandal, Social Media, Social Networking, traditional media, Twitter, US Military, War

by Paul Kiser [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser - CEO 2020 Enterprise Technologies

Today is an amazing day! It may not seem that different to some people, but they just don’t realize what today signifies in the world of social and traditional media. Still, not clear? Think about this:

General Stanley McChrystal

  • Monday, June 21 – Reports surface that President Obama is angry about an article that would be appearing in Rolling Stones magazine. The article has several remarks by General Stanley McChrystal that were derogatory in nature about several people in the Administration. It is announced that McChrystal has been ordered to appear in person at the White House for Wednesday’s staff meeting, normally done via a secure video transmission.
  • Tuesday, June 22 – Thousands of articles, blogs, and news stories on television and radio discuss the article, the General and what should be done. All this happens while the General is in transit to Washington, D.C.
  • Wednesday, June 23 – General McChrystal reports to the White House, his resignation is accepted and it is announced that General David Petraeus will assume his command.
  • Thursday, June 24 – Continued discussion around the world about the article, the General, and President Obama’s solution to the issue. A Google search of the terms ‘McChrystal runaway general Obama’ nets 464,000 hits (many refer to another situation in October 2009) and the same terms appearing in blogs nets 92,000 hits.

So why does this make today an amazing day? The article that is the cause of bringing down the US Commander of the war in Afghanistan, the President making a swift, major change in his top military administrative staff, and has been the subject of discussion around the world for days…isn’t published in print until tomorrow.

But that isn’t even the best part! The best part is that no one is amazed by this bizarre situation. We have become so accustomed to the Internet trumping print media that no one sees the significance of the reaction to a news story superseding the news story actually being published.

What does it mean?
There is no better example of what has happened in the worlds of Social and Traditional Media than the events of this week. Print media used to ‘be’ the news but now print media is only a historical account of news. It is impossible for print media to have any impact on the world because it is too slow. Yes, television and radio were leaders in promoting the story; however, it was the Internet that provided the mechanism for so many ‘civilians’ to react to the story. The story was discussed in blogs, on Facebook, and on Twitter…all in real-time, not on a news cycle.

For the business person it is simple. If you think that Social Media is a waste of time and that it has no ROI (return on investment) for your company then know that your business could be dead before you even know why. If you are not plugged in and aware then you are flying blind in a world that quietly watches you and everything you do. The Google search will give your customer access to the good, the bad, and the ugly about you.

Think about this: a very powerful and successful military man was brought down by one reporter through some inappropriate remarks. In this situation he worked for a major publication, but it could have been a blogger with a video and the impact would have been the same. Social Media is not about how much time it will take out of your day, nor is it about the return on your investment. It is about your survival.

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Tony Hayward: The very model of a modern Major General

23 Wednesday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Lessons of Life, Management Practices, Passionate People, Public Relations, Rotary

≈ 1 Comment

Tags

Blogging, Blogs, BP, British, British Petroleum, CEO, Conservatives, Deep Water Drilling, Disaster, England, Executive Management, Great Britain, Gulf of Mexico, King George III, Management Practices, Mega Oil Companies, New Business World, Oil Companies, oil leak, oil spill, petrol, Public Image, Public Relations, Publicity, Republicans, Social Media, Tony Hayward

by Paul Kiser [Twitter: ] [Facebook] [LinkedIn] [Skype: kiserrotary or 775.624.5679]

Tony Hayward - Modern Major General

Enough with the BP CEO bashing! Regardless of any verbal gaffs, or ill-advised yacht racing, if Tony Hayward, the shining star of BP, is guilty of anything he is only guilty of being the perfect CEO. A corporate executives first and last duty is to his investors and when we measure up Mr. Hayward he is, in fact, the very model of a modern corporate executive. If it please the court of the business world I’ll present my case:

POINT ONE: When he took the reins of BP (that does not stand for Bloody Petrol) he immediately weeded out all those people who, and I quote, “….wanted to save the world.” Saving the world is not the goal of business, making money is, and no one can say that Mr. Hayward didn’t make money for the investors of BP. Score one for the British! They’ve become as obsessive about profit as the an American conservative!

The Public Image of Tony Hayward...but it doesn't count

POINT TWO: After the fire and rescue of the victims from the platform Mr. Hayward’s legal team leapt into action to detain the survivors until they signed a release saying that they were not injured…which, in legalese is to say they were signing a waiver of all liability, not a just that they were not physically injured, but that BP could not be sued for any mismanagement, negligence, etc. This reflects devotion that Mr. Hayward and his team have for the investor. Duty first and last!

POINT THREE: Within hours of the disaster BP’s crack crisis response team sprung into action securing all information and potential access to protect the corporation from negative portrayals by the world media. First  there was no oil leaking, then only 5,000 barrels, then, well, no comment. Carefully crafted statements were released to reassure the investors, (not the public,) that the event was a minor setback and the amount of oil would have a minimal impact on the excessive amount of water in the Gulf of Mexico. Textbook Public Relations work!

POINT FOUR: Unfortunately, BP could not hide massive oil slicks from the cameras of the media and that could scare the investors…but wait a minute…they could hide them by pouring millions of gallons of toxic dispersants on the oil at the point of origin! Yes, it would make collection the oil impossible, but that was save-the-world thinking, and this was not the time to shirk the duty to the investor with ethics. Again, Mr. Hayward shows us his stuff!

POINT FIVE: The pièce de résistance (my apologies to the British for resorting to French) was the yacht race that Tony Hayward took leave of the United States to attend. As outrage among the American public reached a fever pitch it was a stroke of genius by a perfect corporate executive to again restore order with the investors by demonstrating that this oil spill event is all much ado about nothing and normal aristocratic life is alive and well in this man’s corporation.

It is true that not since King George III have the average, non-conservative American been so incensed with a British national, but the public is passé (again my apologies for using French) in the corporate world, especially in the world of big oil companies. The public will trade ethics for petrol (I’m trying to compensate for using French by using British words) any day of the week. The public’s role is to buy their product, not tell them how to obtain it. Tony Hayward has been true-blue to the investors…I wouldn’t be surprised if his urine is blue! No one can dispute that as a model of the corporate executive, Tony is the best of the best.

I rest my case.

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Public Relations and Ethics: Cover up or come clean

18 Friday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Management Practices, Public Relations, Relationships, Rotary, Social Media Relations

≈ 2 Comments

Tags

Blogs, BP, Management Practices, New Business World, Public Image, Public Relations, Publicity, Rotarians, Rotary, Social Media

by Paul Kiser [Twitter: ] [Facebook] [LinkedIn] [Skype: kiserrotary or 775.624.5679]

Paul Kiser - CEO 2020 Enterprise Technologies

In an ideal world a Public Relations person would be the liaison between the organization they represent and the community. The problem with that concept is that the community doesn’t pay the salary of a Public Relations person. If someone wishes to be paid in a PR career they have to serve the interests of the organization, not the community. In the world of publicly owned corporations the interests of an organization are always about profit, not what is right or wrong. The job of the PR person is to protect the public image of the corporation….sometimes even if it sacrifices a person’s ethics to do it, and there’s the rub.

Public Relations should be exposed to full light

Public Relations is not inherently evil. The purpose of PR in any organization should be to educate the public on the organization and address any misperceptions or misunderstandings that would put the company in a negative light. Unfortunately, corporate executives don’t always stop at misunderstandings. They want the company to look good even when they have screwed up. The pressure on the PR staff to cover up or mislead the public can be oppressive, including requiring employees to sign non-disclosure agreements that extend beyond employment (even though they may not be legally enforceable.)

The difference between ethical and unethical PR tactics is not always clear. In the case of criminal situations, such as a violent employee, an organization has an obligation to withhold certain information to protect the dignity and privacy of the victims and the rights of the accused. At the same time a company has an obligation to inform the community of any potential danger, even if it may reflect negatively on the company or reveals corporate negligence.

A good example of questionable ethics is the PR strategy that BP has used during the Gulf of Mexico oil spill disaster. They have clearly sought to minimize the scope of the spill and kept information closely guarded. It will be years before we know the truth, but the use of massive amounts of toxic oil dispersants seems more of an intent to hide long, black, visible oil slicks from news media cameras than a logical strategy to mitigate the problem. This is textbook example of an unethical PR tactic of deferring the bad news from being today’s feature story on CNN in the hope that it will be a footnote in history when the truth surfaces.

Tony Hayward - BP CEO

Many people may think that Tony Hayward is the bumbling fool responsible for the PR mess at BP; however, anyone in our field knows that the PR staff will be radioactive when they apply for a position at another company. For the person in Public Relations, how the organization responds to a major PR crisis could end her or his career. This may not seem fair, but it is appropriate. People who work with unethical executives always have the option of saying no, and if needed, resigning before they sacrifice the truth or the well-being of the public or their fellow workers.

How to Draw the Line
So how can you decide when your ethics are being compromised by your organization? Here are four tests used in Rotary to determine if what you are doing is ethical or not:

Is it the truth? – Truth can be elusive, but in this context it means are you not lying and you are not attempting to be deceptive by what you are saying or not saying.

Is it fair to all concerned? – A company wants to be treated fairly by the media and public, but there is an obligation for the company to do the same.

Will it build goodwill and better friendships? – This is the best part of public relations and should be the foundation of every organization’s efforts with the community. Goodwill and an offer of friendship may be interpreted as manipulation at first, but by being consistently genuine will eventually dispel the cynicism.

Will it be beneficial to all concerned? – This is not for the short-term, but for now and into the future. There is no reason that a difficult public relations issue cannot be made into a win-win for everyone…providing the company is willing to act responsibly and look out for the public’s interest as well as that of its shareholders.

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Rotary@105: What BP Could Learn from the 1914 Rotary Code of Ethics

25 Tuesday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Communication, Crisis Management, Customer Relations, Customer Service, History, Lessons of Life, Management Practices, Membership Retention, Passionate People, Public Relations, Rotary, Rotary@105, Science, Social Media Relations, US History

≈ 2 Comments

Tags

Blogs, BP, British Petroleum, Club Members, Greed, Greed is good, History of Rotary, Management Practices, Michael Douglas, New Business World, Paul Harris, Public Image, Public Relations, Publicity, Rotarians, Rotary, Rotary Club, Rotary International, Value-added, Wall Street

by Paul Kiser

One of the BP oil leaks in the Gulf of Mexico

BP…formerly known as British Petroleum, has a disaster on their hands and it is not just the disaster caused by millions of gallons of crude oil spewing out in the Gulf of Mexico. They have a public relations disaster that is re-establishing the oil industry’s reputation as the sleaziest in a business world that is not known for its ethical choices. Among their biggest mistakes has been to minimize the estimates of how much oil is leaking into open water. It is obvious that at best BP executives are completely incompetent or at worst they have intentionally deceived the public. In either case, they confirm in the public’s mind that business is all about greed and that business ethics is an oxymoron.

Greed is Good

Unfortunately, business often fails to be good custodians of our society because for profit enterprise is inherently based on a motive of greed. In the 1987 film, Wall Street, Gordon Gekko (performed by Michael Douglas), says, “Greed is good.” Gekko is merely pointing out that while greed is a selfish, dishonorable emotion, it is the fuel that drives business.

The fact that business is riddled with unethical people is not new. When Rotary was born in 1905, Chicago business people were more like Gordon Gekko than like Paul Harris, the founding father of Rotary. Business was riddled with corruption and fraudulent practices.

However, those that joined Rotary created an environment that rewarded honor in business. A Rotarian sought out his fellow Rotarians with which to do business. Each member knew that business transactions became personal when you had to sit down with the customer at the next club meeting. But Rotary didn’t formally commit to a philosophy of ethics until several years after the first club was chartered, and it wasn’t Paul Harris that led the charge.

By 1912, Paul Harris had served as President of the International Association of Rotary Clubs for two years and had spent many long hours during the past seven years nurturing the birth and growth of Rotary into a major organization. As he passed the gavel to Glenn Mead, Mr. Harris stepped away from Rotary for what would be a 10-year hiatus. Had Rotary consisted of followers, the absence of a major figure like Paul Harris would have left the organization in dismay; however Rotary consists of business leaders and President Mead stepped up to the challenge and launched a new emphasis on establishing a Code of Ethics for Rotarians to follow.

It took two years and a long train ride to the 1914 Rotary Convention in Houston, Texas to put together a formal declaration of business ethics for the organization, but both the 1914 and 1915 Rotary Conventions voted to adopt eleven articles of ethical business standards. After almost 100 years, BP as well as every business person could learn several lessons that would help them avoid disasters and Public Relations nightmares by following the 1914 Rotary Code of Ethics:

The 1914 Rotary Code of Ethics For Businessmen of All Lines

My business standards shall have in them a note of sympathy for our common humanity. My business dealings, ambitions and relations shall always cause me to take into consideration my highest duties as a member of society. In every position in business life, in every responsibility that comes before me, my chief thought shall be to fill that responsibility and discharge that duty so when I have ended each of them, I shall have lifted the level of human ideals and achievements a little higher than I found it. As a Rotarian it is my duty:

I

To consider any vocation worthy and as affording me distinct opportunity to serve society.

II

To improve myself, increase my efficiency and enlarge my service, and by doing so attest my faith in the fundamental principle of Rotary, that he/she profits most who serves the best.

III

To realize that I am a business man and ambitious to succeed; but that I am first an ethical man and wish no success that is not founded on the highest justice and morality.

IV

To hold that the exchange of my goods, my service and my ideas for profit is legitimate and ethical, provided that all parties in the exchange are benefited thereby.

V

To use my best endeavors to elevate the standards of the vocation in which I am engaged, and so to conduct my affairs that others in my vocation may find it wise, profitable and conducive to happiness to emulate my example.

VI

To conduct my business in such a manner that I may give a perfect service equal to or even better than my competitor, and when in doubt to give added service beyond the strict measure of debt or obligation.

VII

To understand that one of the greatest assets of a professional or of a business man is his friends and that any advantage gained by reason of friendship is eminently ethical and proper.

VIII

To hold that true friends demand nothing of one another and that any abuse of the confidence of friendship for profit is foreign to the spirit of Rotary, and in violation of its Code of Ethics.

IX

To consider no personal success legitimate or ethical which is secured by taking unfair advantage of certain opportunities in the social order that are absolutely denied others, nor will I take advantage of opportunities to achieve material success that others will not take because of the questionable morality involved.

X

To be not more obligated to a brother Rotarian than I am to every other man in human society; because the genius of Rotary is not in its competition, but in its cooperation; for provincialism can never have a place in an institution like Rotary, and Rotarians assert that Human Rights are not confined to Rotary Clubs, but are as deep and as broad as the race itself; and for these high purposes does Rotary exist to educate all men and all institutions.

XI

Finally, believing in the universality of the Golden Rule, all things whatsoever ye would that men should do unto you, do ye even so unto them, we contend that Society best holds together when equal opportunity is accorded all men in the natural resources of this planet.

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Rotary: The Man in the Yellow Hat as the Ideal Club President?

07 Wednesday Apr 2010

Posted by Paul Kiser in Crisis Management, Human Resources, Lessons of Life, Management Practices, Membership Retention, Public Relations, Random, Rotary

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Curious George, Management Techniques, Membership Retention, Rotarians, Rotary Club

Paul Kiser - Public Relations Chair - Rotary District 5190 (Northeast CA/Northern NV

The Man in the Yellow Hat seems to be overwhelmed by the adventurousness of his pet monkey, better known to the world as Curious George, but at closer inspection George’s owner has a style about him that allows the little monkey to have the freedom to be creative, while not stifling his enthusiasm.  It is a model that could help every Rotary Club President understand that individual members need the freedom to fail if a club is to be successful.

If you are blessed with a four year-old you probably have some screen time with the Public Broadcast Service (PBS) young children’s programming known as PBS Kids.  Among the many children’s programs offered by PBS Kids is the Curious George series that began in 2006 and based on the Curious George books.

Most people over 50 may remember Curious George from the seven children’s books written from 1941 to 1966 by Margaret and H.A. Rey.  In both the book series and the PBS Kids program the owner of Curious George is the Man in the Yellow Hat (let’s abbreviate that to MITYH) who is never identified by a name.  (A 2006 animated movie did name him, but I’m not going to acknowledge that feeble attempt to put a name on a character that the original authors intentionally left unnamed.)

What I find fascinating is the relationship between Curious George and the MITYH.  For those who have not watched the PBS Kids program, The MITYH and Curious George live in a flat (presumably in New York) and George is the MITYH’s pet monkey.  As an animal owner he would likely be arrested for not controlling his animal.  George is often left alone for vast stretches at a time and he always get into mischief when the MITYH is absent.  Fortunately for the MITYH, it seems that the cartoon world has no Humane Society or ASPCA to interfere with the relationship between a man and his monkey.

(Link to PBS Kids)

Curious George - Monkey making mischief

If you watch the show you will see a pattern of disaster that is always preceded by the MITYH leaving the flat and saying, “Be a good little monkey.”  George then proceeds to solve a problem, understand how something works, or tries to be helpful, which always results in a mess.  What is surprising is the tolerance level of the MITYH and his neighbors and friends.  They always seem to understand that George will be George and all is forgiven.  At the end of each episode George has a new understanding of how the world works and all problems are fixed and everyone ends up happy.

So what does this have to do with a Rotary Club?  First, let me be clear, I’m not trying to infer that Rotarians are a bunch of monkeys…although I have been involved in some meetings where it seemed that the behavior of the members could be best described as Simian in nature.  Rotarians are all human and typically a creative group of people.  But because we all come from a business-related background our first thought as a Club President is to ‘manage’ the members.  I would suggest that it is not the best strategy.

As volunteers, Rotarians represent a vast resource of knowledge, skills, and creativity that is unique in the world.  Few organizations can put together the quality of people that Rotary attracts without offering significant compensation and benefit packages.  Rotary’s only asset is its members, but it is an asset that is more valuable than gold regardless of the current market price.

But our members are an asset, not a commodity.  Each day as a Club President is a gift.  The Club President represents a group of people who belong to the Rotary Club simply because they want to be, and not because of any quid pro quo.  It is a mistake to belief they belong because they want to be managed.

That is the magic of the MITYH’s style can be applied to the Rotary Club.  He doesn’t try to ‘manage’ his monkey.  Indeed, the MITYH acts as if it his pleasure to be able to simply be associated with George.  Sometimes it almost seems that he intentionally finds reasons to leave George alone to explore his world and create mischief with the understanding that all will work out in the end.

Often the MITYH is embarrassed by George’s actions, but his embarrassment is short-lived, and never does the MITYH decide that he needs to control George more to save face.  Nor does the MITYH decide that George must become more involved and assign George to a committee.  The MITYH offers opportunities and then walks away.  Never does he judge or attempt to manipulate…but he is always there to help clean up.

The Man in the Yellow Hat has a style that is unique in a world that values and teaches ‘managing’ other people in order to achieve his or her goals , but I think we could all learn a lot about working with talented volunteers from the example of empowering without fear of failure.   Our members deserve no less.

Other Paul Kiser Rotary Blogs

Rotary@105:  Our 1st Rotary Club Dropout

Rotary Public Relations and Membership: Eight Steps to a Team Win

Rotary: All Public Relations is Local

Best Practices:  Become a Target!

Fear of Public Relations

Fear of Public Relations

21 Sunday Mar 2010

Posted by Paul Kiser in Crisis Management, Human Resources, Information Technology, Lessons of Life, Management Practices, Passionate People, Public Relations, Re-Imagine!, Rotary, Social Interactive Media (SIM), Tom Peters

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New Business World, Re-Imagine!, Social Media, Tom Peters

The fog of Social Interactive Media is burning off

There are two approaches to Public Relations. The first is to live in fear of it and tremble at the prospect of screwing up. Take only measured steps that are carefully calculated and planned.

The other approach is to dive in. Risk mistakes and live and breathe being real and human.

The old school of Public Relations is the former. It is controlled by the Chain of Command. No one is authorized to speak unless cleared by multiple levels of authority and even then, to say or do anything that is nothing less than perfect is to fail. It is that Public Relations of which the world has become accustomed. Anyone who mars the perfect image risks banishment from the corporate world. Nightmare situations such as the current Toyota recalls reinforce the fear that Public Relations is a beast that must be closely guarded and heavily controlled.

This is why the new world of social media terrifies the old school. The unprecedented access to expressing our individuality on Facebook, Twitter, or even our own blog is the worst possible situation for those who believe that control of the message is the alpha and omega of Public Relations. Many companies are establishing strict policies for their employees on using Facebook, blogging, and all other avenues of professional or personal expression. Most of this comes from the management attitude that employees are a necessary evil and potentially a major embarrassment to the company.

What the old school of Public Relations doesn’t understand is that social interactive media (SIM) is creating a new model of business that is being driven by a desire of the consumer to do business with real people, not corporations. In today’s interactive world the branding of the individual is now becoming a driving force to he branding of the corporation. This is 180 degrees from the mission of most Public Relation professionals in major companies and it gives indigestion to old school managers that live in fear of employee self-expression.

Re-Imagine! Business Excellence in a Disruptive Age

In 2003, Tom Peters came out with a book called Re-Imagine!: Business Excellence in a Disruptive Age. If you understand that the book was published before Twitter and Facebook were available to the public, you have to wonder if Tom Peters can travel into the future and back again. Today everyone throws around the term ‘Branding’ but few know that today’s usage of the term originated from Peter’s 2003 book. On page 232 of Re-Imagine! Peters explains a new world of people who develop her or his individual brand separate from the corporate world. Now, in 2010, social interactive media has provided the vehicle for individuals to show off who they are and what they know and Peters has become the Moses of the new business world.

Like all business, the winner will always be the one who can embrace change before others. Companies that can adapt and use social interactive media to promote and showcase the quality and expertise of the individual within their ranks will have the advantage over the competition. In those companies the new role for the Public Relations professional is to help employees brand themselves instead of trying to muzzle them.

Still, the old school will loudly point out every slight misstep or mistake made by an employee that may reflect poorly on a company’s reputation. What they don’t understand is that errors make us human and that can deepen the bond between the company and the customer. An error is the opportunity to make things right and that is the key to all long-term relationships.

Training for the Worst Case Scenario

16 Tuesday Mar 2010

Posted by Paul Kiser in Crisis Management, Human Resources, Lessons of Life, Management Practices, Violence in the Workplace

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Crisis Management, Dr. Larry Barton, Education, Seminar, Violence in the Workplace

Tomorrow I fly to Philadelphia to put 26 Master’s degree students in a worst case scenario.  I’ve been doing this for over 10 years with Dr. Larry Barton, who is an expert in Crisis Management and Violence in the Workplace issues.  Dr. Barton and I have worked together for Disney, ABC, ESPN, Target, Nike, Merck, and several other companies.

Larry Barton - Crisis Management Expert (www.larrybarton.com)

Dr. Barton has written several books and has an endless number of case studies of workplace violence.  As the expert, he organizes the seminars and is the instructor.  I try to make it real.

In each case my job is to give the person or team the worst case scenario.  Sometimes I am the troubled employee that is ready to commit a violent act and take them with me.  Sometimes I am one of two ’employees’ that are in conflict the Threat Assessment Team has to figure out who is stalking whom.

In Philadelphia I get to do the fun role.  I am the CEO who has just taken over a company and the students, (all of them have jobs in the real world), have to interview with me to keep their job.  At the end of the day we debrief and I let them know who goes, who stays, and why.  I try to make the scenario as real as possible.  To do that I have to create a back story in my mind of what type of person my character is, his management style, what he values, and what he dislikes.

Like all worst case scenarios, the students are never told in advance what they will be undergoing.  It is safe to say if you’re in a seminar with Dr. Barton and I walk in, the day is going to be stressful.  It used to be stressful for me also, but I have gotten to a comfort level with challenging people in an educational setting.

Paul Kiser

As a potential violent employee I control the situation, which is similar to real life, but I always hope that I truly am the worst case they will ever experience in simulation or in real life.  The goal of the seminar is to help the participants recognize a problem and deal with it before it becomes a crisis.

As the take-over CEO I ask the probing questions, but the student must present themselves in a manner that they feel will help preserve his or her job….or not.  I always try to keep the scenario positive and give the students reasons to want to stay with the new company, but in order to keep it real I let them know that my expectations will not be the same that they had with their old company.  I have had situations where the student didn’t even care if they kept their real-life job, so pretending to keep a job in a simulated environment was impossible for them.

The interesting thing about the exercise is that I get to know the students as real people and often I find myself wishing that I would have the opportunity to work with them in a non-simulated environment.  Going through a stressful situation brings people closer, just like real life.

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Other Pages of This Blog

  • About Paul Kiser
  • Common Core: Are You a Good Switch or a Bad Switch?
  • Familius Interruptus: Lessons of a DNA Shocker
  • Moffat County, Colorado: The Story of Two Families
  • Rules on Comments
  • Six Things The United States Must Do
  • Why We Are Here: A 65-Year Historical Perspective of the United States

Paul’s Recent Blogs

  • Causes of Covert Narcissism
  • Covert Narcissism in Relationships
  • Divorce Without Mercy Part 9 – Epilogue
  • Divorce Without Mercy Part 8 – June/July 2026
  • Divorce Without Mercy Part 7 – May 2026
  • Divorce Without Mercy Part 6 – April 2026
  • Divorce Without Mercy Part 5 – March 2026

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