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Category Archives: Government Regulation

Southwest Air Gets A Customer Service Win

17 Friday Aug 2012

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Government Regulation, Information Technology, Internet, Public Relations, Respect, Social Media Relations, Travel, Website

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airfares, Airlines, free market system, Public Image, Southwest Airlines, SWA

Failure is opportunity.

Success is determined by how you respond to failure.

Southwest Air ‘Shamu’ plane

On August 3, Southwest had a big problem. In celebration for reaching 3 million fans on Facebook, Southwest offered a one day ‘flash’ sale of 50% off certain flights for seven specific days this Fall. Unfortunately, their reservation computers decided to take that day off. Apparently the crush of ticket buyers caused their automatic reservation system to lock up. That was bad.

What was worse is that customers who kept hitting the ‘SUBMIT’ button ended up with a ticket purchase each time it was hit. Rumor has it that some people had as many as sixty tickets or more charged for the same flight. Ooooowwww!

I was one of those customers. I didn’t have the multiple ‘submit-hit’ issue, because my ‘SUBMIT’ button went away after I clicked it; however, I didn’t get a confirmation page, and when I checked my account the flight was not recorded. My mistake was repurchasing the ticket when I thought it wasn’t recorded. It was not until the next day that I received two confirmation emails from Southwest Airlines with different confirmation numbers for the same flight. I called 1-800-I-FLY-SWA immediately.

The person who answered patiently waited while I tried to explain the problem and then she explained what happened and apologized profusely. She explained what Southwest was doing to rectify the issue and canceled one of the tickets and refunded the money. She explained that Southwest would be responsible for any overdraft charges, which there weren’t.

At this point Southwest had met my expectations in resolving the issue. They, 1) admitted they made a mistake, 2) took quick action to resolve the basic issue, and 3) offered to resolve any secondary issues caused by the mistake.

Southwest then went one step farther. Three days later I received a $150 voucher towards a future ticket. This is not unheard of in the airline industry; however, it was not required. It reflected the depth of Southwest’s apology. That makes this incident a customer service win for Southwest Airlines.

A customer service failure is never good, but it is only a failure as long as the business fails to respond appropriately.

This situation may also be a good lesson for the airlines. I’ve been watching the airfare rates all summer and they have been outrageously high. The reason there was a rush of people after these ‘one-day-only’ rates is because the airlines have boxed out customers who can defer travel rather than pay inflated ticket prices. The airlines may be comfortable with cutting back seat inventory to keep prices high, but I’m irritated that they are playing games with the free market system to artificially keep the supply low in order to keep demand high.

It brings up the question of whether it’s time to reimpose government regulation on the airlines in order to restore fairness to the customer. 

Nevada’s Death By Stupidity: The Business Friendly Myth

11 Monday Jun 2012

Posted by Paul Kiser in About Reno, Business, Crime, Ethics, Government, Government Regulation, Higher Education, Politics, Public Relations, Taxes, Technology, Travel

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business friendliness, business friendly, Conservatives, Nevada, smaller government, spending

A shuttered grocery store sits in the shadow of one of Reno’s largest Casino’s

Nevada is the poster child of what not to do to save an economy. Politicians who promote failed policies continue to be elected in the State that leads the nation in being the worst at everything (unemployment, foreclosures, violent crime, education, etc.)  Voters have been little more than Pavlov’s dogs in Nevada politics and are roped in by the claim that all Nevada’s problems can be solved by lower taxes and smaller government, which allegedly will make the Silver State more ‘business friendly.’ 

Once Reno’s 2nd largest Mall, Park Lane Mall is now just a sign in front of a vast empty space.

The problem is that Nevada is one of the most business friendly States in the nation and yet Nevada’s economic and social ills continue to spiral downward. Nevada has no income tax, no corporate or capital gains tax, and is one of the easiest States in which to establish a business. Yet, politicians win elections through promises of more jobs by making Nevada what already is: business friendly.   

Nevada leads the nation in unemployment at 11.7% (April 2012). Ranked 50th out of fifty States in 2011 and 2010, and 49th in 2009, jobs¹, or the lack of them, is certainly a major issue for Nevada; however, Conservatives rank Nevada in the top three States as being the most ‘business friendly.’ The data used for this ranking is based primarily on low taxes and low business fees. So if Nevada is business friendly, why is the unemployment the highest in the nation?

Stores that relocate leave vacant commercial space, sometimes for years

(¹Unemployment for Nevada 2011 – 13.5%, 2010 – 14.9%, 2009 – 11.6%, 2008 – 7.0%. Note that in 2006, Nevada’s unemployment was only 4.2%.)

CNBC also has a business friendly ranking, but low taxes and business fees are only part of the factors considered. CNBC’s 2011 ranking placed Nevada as 45th in Business Friendliness. Among the major factors in the State’s poor ranking were Education (50th,) Economy (50th,) Quality of Life (44th,) and Technology and Innovation (37th.)

Nevada’s fate will be determined by the voter and if CNBC’s rankings are more indicative of business friendliness then Nevada voters must elect politicians willing to invest more money in quality of life issues and infrastructure. Revenue will have to be found to address the real issues or else the Silver State will continue its death spiral.

Next:  Poor Quality Jobs and Education Killing Nevada

Massive Use of Hydroxic Acid In Animal and Crop Production

16 Wednesday May 2012

Posted by Paul Kiser in Business, Communication, Ethics, Government, Government Regulation, Health, Public Relations, Science, Technology

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cattle, crops, dihydrogen monoxide, FDA, food production, food safety, hydroxic acid, water

Potatoes sprayed with Hydroxic Acid

Animals and crops in American food production are given massive doses of hydroxic acid. Hydroxic acid is a colorless and tasteless liquid that is used in animal production externally as a sanitation agent, but it’s also ingested in major quantities by animals that end up on your dinner plate. It is a naturally occurring compound that usually does not harm humans unless exposed to the lungs, but it tends to absorb other toxic and non-toxic compounds easily making it potential dangerous to humans.

Hydroxic Acid application system for cattle

Cows are exposed to hydroxic acid externally to fight off disease inducing bacteria and viruses; however, cattle have evolved to be completely dependent on internal use of hydroxic acid for normal bodily functions. All fish and shellfish are immersed in hydroxic acid before they are processed and the compound is typically used in the cleaning and preparing process.

Hydroxic Acid has become so significant to food production that the University of Nebraska is hosting the fourth annual World Conference beginning on May 30th to discuss the use of it for food production. Among the topics to be discussed are the future of hydroxic acid in food production and creative application of the compound in various food production environments.

Paul Kiser – author and consumer of hydroxic acid

The Food and Drug Administration (FDA) has specific guidelines on the use and quality of hydroxic acid; however, there seems to be no effort to curtail its use in food production other than to avoid the waste of the compound. It is apparent that hydroxic acid will continue to be a part of America’s food chain whether we understand it or not. 

For further information regarding hydroxic acid click on link.

Romney Defending Women? Who is He Kidding?

14 Saturday Apr 2012

Posted by Paul Kiser in Ethics, Government Regulation, parenting, Politics, Religion, Respect, Women

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Ann Romney, Conservatives, GOP, Mitt Romney, Planned Parenthood, Republicans, Romney, Rush Limbaugh

“the Democratic Party has done an effective job trying to mischaracterize our views”

Mitt Romney, regarding  women’s issues. April 2012

Romney keeping his hands clean from touching women's issues

According to Mitt Romney the reaction of women to the Republican view of issues important to them (women’s health choices, birth control, education, social justice, etc.) is part of an evil plot by the Democrats. Romney seems to feel that the GOP’s well-documented misogynistic views would not be an issue, if only women and the other political party would conveniently ignore them.

Among the many alleged ‘mischaracterizations’ was last month’s tirade by Rush Limbaugh who made a horrific personal attack on Sandra Fluke, a Georgetown law student, calling her a slut and a prostitute because she voiced her support to require mythological-based institutes to offer physician ordered pharmaceuticals even if it was contrary to their mythology. 

If Romney was not just another Conservative Pig-in-a-Suit he COULD have said:

Mr. Limbaugh’s characterization of Sandra Fluke was slanderous and outrageous. His attack on this honorable American was absolutely and unequivocally inappropriate for in any decent society. Mr. Limbaugh should immediately apologize to Ms. Fluke and to women in general. This type of discourse should never occur in the media or on the street as it lessens the moral character of every citizen of this great country.

Instead Romney’s reaction was:

“I wouldn’t have used those words.” 

What words would Romney used? Would he rather Limbaugh called her a whore or a bitch? Romney inferred his approval of Limbaugh’s statement in general, just a difference of verbiage.

In addition to his impotent reaction to Limbaugh’s remarks, when asked about Planned Parenthood, a program that provides a wide range of low and no cost health care for women, Romney has been quoted as saying:

“…we’re going to get rid of that!” (Romney, March 2012)

Despite his clear views against women and issues they care about, multi-millionaire, jean-clad Romney is now trying win women back. His campaign is surrounding him with women at political events where, rather than listening to them, he talks down to them. He tells women that the economy is what they care about and that a recovering economy under Obama is bad for women. Romney wants women to support him in his bid to return to the Republican policies of deregulation that destroyed our economy at the hands of Conservative business men who decided “Greed is Great” even when it put our country at the brink of disaster.

Ann Romney betraying American women with a kiss

Ann Romney, Mitt’s spouse, has been put front and center as the face of ‘the average’ woman. As a homemaker raising five boys she would seem to be a great image to counter the chauvinism of the Republican party; however, there is a disconnect between the difficulty the spouse of a multi-millionaire might have raising five boys and that of a woman of five boys whose husband has just laid off because Mitt Romney’s investors have just purchased his company and sliced it up and sold it off for the capital. Somehow the challenges Ann Romney may have had in deciding which SUV to take to the boy’s soccer game just doesn’t seem to be a fair portrayal of women.

Romney’s campaign was up in arms about one Democrat who said that Ann Romney “has not worked a day in her life.” While that remark was  poorly worded, there is no comparison between the resources Ann Romney had with millions of dollars at her disposal and the average American woman. If Romney feels that is a ‘mischaracterization’ he can kiss my Karl Rove.

Romney is Wrong

06 Friday Apr 2012

Posted by Paul Kiser in Business, Ethics, Government, Government Regulation, History, Management Practices, Politics, US History

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Airlines, banks, Conservatives, Mega Oil Companies, Mitt Romney, Romney, steel industry, US Steel

“Liberals don’t like business.”

Mitt Romney, April 2, 2012

Mega-millionaire Mitt Romney trying to look 'common' to the little people with Senator John McCain

Mitt Romney is wrong…in so many ways,…but this week Mr. I-wear-jeans-so-I’m-just-like-you got it wrong at a political event in Wisconsin. Romney claimed to know what liberals think, and he thinks liberals don’t like business. That fodder is being served up to Conservatives who have spent years characterizing liberals as the spawn of Satan, but per normal, the truth is far from the five cent analysis offered by the Republican Presidential nominee (stick a fork in the GOP selection process, the wanna-bes are done.)

Liberals don’t trust business, but liberals do respect the importance of business in a healthy society. Not trusting business does not equate to not liking business.

Liberals are justified in their skepticism. Business is driven by profit. It is the alpha and omega of all enterprise. Business typically doesn’t believe in fair play, sympathy, or what is right for America. In fact, business has little interest in doing what is right even for its own customer. In publicly owned companies, the investor and next quarter’s profitability usually trumps the wants and expectations of the customer. Consider banks, airlines, and oil companies. Those are three major industries that have proved over and over that the individual customer is a piece of meat to be used and abused. Airlines fight even basic human rights for their passengers.

The fact is that business can’t be trusted. Business fails…. a lot, and they fail, not because government drove them to failure, but because the leaders of those companies were greedy, stupid, or both. Most companies last a few decades before they do something stupid, or fail to be smart about the future. A recent example is Kodak. For decades it was the dominant players in the camera film industry, then it had competition, and then it failed to adapt to a digital world. Where is Kodak now?

On Monday, Romney singled our the United States steel industry as an example of how government regulation has killed business. Again, Romney was wrong; however, he gave a classic example of how greed and stupidity by business executives destroyed their own companies. During the 20th century America’s steel industry failed to reinvest and upgrade their steel plants, believing that they were too big to fail. They were wrong.

There is no doubt that labor unions also played a role in escalating costs of United States steel; however, even an executive of US Steel admitted it was the shortsightedness of management that opened the door for competition to challenge and overtake the domination of the United States in steel production in the 1970’s and 80’s.

There is no doubt that private business is important to America’s economy. Yet, business needs oversight to keep them honest and to save America from the greedy and the stupid.

Mitt Romney might think that pandering to the myths of the right will make him a good President, but he would be wrong.

Will The Supreme Court Hand The Election To Obama?

30 Friday Mar 2012

Posted by Paul Kiser in Ethics, Government, Government Regulation, Health, Politics, Public Relations, Women

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Affordable Care Act, Conservatives, Healthcare, insurance, Mitt Romney, Obamacare, Supreme Court

This week the Supreme Court became Hand of God regarding the fate the Affordable Care Act of 2010. Conservative Justices seemed to indicate that they were heading to a decision that would at the very least gut the heart of the law and void mandated health coverage for all Americans. This legislation has been one of the few new laws that Conservatives have allowed to pass during the Obama administration and they are panting over the possibility that they may be able to thwart it before it fully takes effect.

Equal Justice?

The irony is that if the Supreme Court rules against the law, they will likely be handing the 2012 election to President Obama. The ramifications of their ruling might even end Republican domination of Congress.

Why?

Conservatives desperately need an issue to unite the Republican party and bring moderates to their side; however, the key issues that they hope will sway the majority of voters are wearing thin:

  • Illegal Immigration is going to be a hard sell in an election year where racism has become a central issue in the country. Recent state laws regarding illegal immigration have been proposed and voted into law almost exclusively by Conservative, white males. The issue is becoming more about the motivations of the white politicians and less about the non-existent threat they have tried to create.
  • Abortion and contraception has become an issue that is so toxic to Conservatives that women are rallying together to take on the Taliban-like Church stance on the issues. Even Christians are beginning to question the extremism of the issue.
  • The cry to kill government is getting old and some people are beginning to link government with jobs and economic prosperity, especially since every effort to reduce government has consistently resulted in higher unemployment and major economic recessions.
  • The flat tax concept inherently raises taxes on everyone but the rich and the more people discuss it, the more people see the stupidity of it.
  • The rich, oil companies, big banks, etc. are our saviors. Is anyone but Conservatives really buying it?
  • Gay marriage is an issue that has turned on Conservatives and bitten them right in their own family. The whole ‘save marriage’ campaign has run its course and is now looking as stupid whoever it was that came up with the idea in the first place.
  • It’s hard to justify changing Presidents when the economy is growing, and even harder to argue that considering the economic disaster of 2007-09 was caused by Conservatives, that they should be the ones to make it better. Sure oil prices are outrageously high and the economy might suffer, but since Conservatives run the oil companies and the speculation market, how is that President Obama’s fault?
  • The National Debt is certainly an issue that Conservatives would like to use, but the reality is that America’s debt is not at 100% of our Gross National Product (GDP,) which is where Franklin D. Roosevelt had to take it (actually he exceeded 100% of GDP) to get America out of the Great Depression. We recovered from that and enjoyed some of the most prosperous years in our history.

So what is left?

The Affordable Care Act. By labeling it, “Obamacare” and seeding the media with wild statements of doom if it is allowed to be fully enacted, it has become the only issue in which almost all Conservatives can come together; however, if the Supreme Court takes that issue away by gutting the law then there is no rallying point for Conservatives.

Yet, for Americans in general, the blatant use of political power by the Conservative Justices on the Supreme Court to take away affordable healthcare may serve as a banner for the opposition. Republicans already have a reputation for acting with America’s worst interest at heart (unregulated banks, unbridled greed, laws targeting Hispanics, and obstruction of legislation and federal appointments) and the death of the Affordable Care Act may breathe life into America’s growing dislike for Conservative destructive meddling. In a year when Republican Presidential candidates are not exciting anyone in large numbers, the Supreme Court could eviscerate any hope that Romney might have of winning the White House.

Conservative Pig Influenza of 2012

24 Saturday Mar 2012

Posted by Paul Kiser in Aging, Ethics, Government Regulation, Health, Politics, Public Relations, Women

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Conservatives Rick santorum, contraceptives, fertility, Mitt Romney, Newt Gingrich, Republicans, Rush Limbaugh, Sandra Fluke

Conservative Pig Influenza Outbreak Shows Its Ugly Face

I’ve been out of the loop for most of February and early March, but it seems that while I was otherwise occupied, a major illness struck America, which caused a rash of insanity to Conservatives. Prominent people representing the conservative ideology seem to be infecting each other with special type of pig flu.

I guess I should have had some clue of what was to come in January when the Susan G. Komen Race For the Cure foundation decided to carve out their heart with a spoon by cutting funding to Planned Parenthood. Komen’s CEO spun the organization’s rationale with all the sincerity of a Botox injection by saying that it wasn’t a political decision….no, it was a…a….procedural decision…yeah, yeah,  that’s the ticket.

The Komen fiasco seemed to be just an isolated incident of self-inflicted madness. Who would have known that the Conservative pig flu was just getting started.

Rick Santorum is not looking well these days.

The Republican Presidential candidates have been subject of several outbreaks of stupidity, but Rick Santorum demonstrated that something more than a minor bug was going around in Conservative circles when he expressed his desire to throw up.

Why? 

Almost a half a century ago the late President John F. Kennedy said that church and state should be separate to protect the right of religious freedom. That was the idea made Santorum want to vomit. Apparently, Santorum wants a Taliban-type government where a single, tyrannical church rules the government rather than a government that safeguards freedom for all citizens from the mythological dogma of a single church.  Apparently Conservative pig flu can be intestinal in nature.

God's Witnesses to the Conservative Inquisition

The 2012 strain of Conservative Pig Influenza obviously impairs good judgement as House Conservatives held a hearing on the issue of impregnating women. The panel of expert witnesses for the hearing consisted primarily of celibate, religious males. The hearing focused on singling out physician-prescribed pharmaceuticals that have been used for decades for a variety of female-related health issues, one of which helps women to control their personal fertility.

At issue was whether or not religious institutions could force their religious beliefs on those women (of any faith) involved in their institutions by denying availability of those pharmaceuticals to them. With all the impartiality of the Spanish Inquisition the Conservatives concluded that women and their highly educated, licensed physicians should not be allowed to make reasonable personal health choices. The Conservative Pig Influenza was now an epidemic.

Paul Kiser

Non-Conservatives held an unofficial hearing to allow testimony by those barred from speaking in the Republican Inquisition on contraceptives. This unofficial hearing was the trigger event that caused Conservative talk-show host Rush Limbaugh to fully succumb to the Conservative Pig flu and begin a two-day personal attack on Sandra Fluke, a female Georgetown law student. He called her a slut and a prostitute because she testified in support of allowing women and physicians to have access to traditional fertility-controlling pharmaceuticals from religious affiliated institutions.

Limbaugh also made the bizarre leap of logic that if the government was protecting women’s access to fertility pharmaceuticals, that he must be paying for their private health care coverage. He then demanded that since (in his mind) he was paying for fertility pharmaceuticals, he should be allowed to have a video of any sex act performed by her or anyone else who used contraceptives.    

Rush Limbaugh Wants Sex Videos

Limbaugh eventually apologized by saying he was only trying to be humorous. Conservative Presidential candidates responded to Limbaugh’s rampage accordingly. Mitt Romney said that he ‘wouldn’t have used those words’ in describing Ms. Fluke. Santorum said Limbaugh was only being entertaining and Newt Gingrich said that it was all the fault of the ‘elite media’ for making a big deal of Limbaugh’s character assassination of a private citizen voicing her First Amendment Rights. The Conservative Pig Influenza of 2012 has gone pandemic.

The CDC has made no official announcement, but it is expected that the Conservative Pig Influenza of 2012 will last through the summer and into the Fall. Fortunately, the most susceptible to the disease are white males over 40. The public can protect themselves by avoiding any contact with them.

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What Conservatives Won’t Acknowledge: Smaller Government = Smaller Economy

12 Monday Sep 2011

Posted by Paul Kiser in Business, Ethics, Government, Government Regulation, Politics, Taxes

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Big Government, Ethics, small government

USA PDT [Twitter: ] [Facebook] [LinkedIn] [Skype: 775.624.5679]

Paul Kiser

Smaller government.  It sounds great.  Less taxes, less regulation. It’s the song that conservatives and Tea Partists have been singing for over a decade. The problem is that the conservative tune is exactly wrong for what our country needs.

Government is the basis good business in America. Regulation creates the level playing field that keeps commerce from becoming a cesspool of corruption and unethical greed, where the ones on top are the ones that play the dirtiest games. Recent history has shown us that when government regulation is not present, businesses (e.g.; Lehman Brothers, Goldman Sachs, etc.) will sacrifice the entire nation’s economy for their own bonuses and dividends. Government regulation is absolutely necessary for ethical business to rise above the base nature of men and money.

As far as taxes, they are the dues we pay to live in the greatest country in the world. More importantly, unlike private business, almost every dollar we pay to the government flows back into the economy through, 1) private businesses for services to the people of our community and country, and/or, 2) jobs for government employees who provide vital services and infrastructure (fire, police, roads, teachers, etc.) for the American people. Despite the slanderous statements made by conservatives, most public employees meet or exceed the quality of work and productivity of private business employees, and far exceed the value per dollar of  executives in major corporations. Government employees often do the work that private business wouldn’t do because there is no profit in providing honorable service for America.

Less government has only one effect…it makes our economy smaller and increases unemployment. That is exactly why America’s economy is not growing and why unemployment is so high. A smaller government is a stupid idea, but conservatives and the TP people seem to have a corner on the stupid market.

Social Media ‘Evolution’ At Nation’s Investment Firms

26 Thursday May 2011

Posted by Paul Kiser in Branding, Business, Communication, Customer Relations, Ethics, Government Regulation, Information Technology, Internet, Management Practices, Public Relations, Social Interactive Media (SIM), Social Media Relations

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Blogging, compliance, FINRA, investment firms, New Business World, New York Life, Public Image, Regulatory Notice 10-06, Rule 10-06, SEC

USA PDT [Twitter: ] [Facebook] [LinkedIn] [Skype: 775.624.5679]

Paul Kiser

Can your investment advisor write a blog about his or her job? Can they Tweet that they just read a great article on oil futures and add a hyperlink? Can they post that they had a big day in the market? Prior to January 2010, the answer was no…not unless they wanted to risk her or his job.

Securities Exchange Commission (SEC) and Financial Industry Regulatory Authority (FINRA) rules didn’t specifically prohibit business-related Social Media participation, but SEC regulations on advertising and communications have been presumed to extend to online engagement and in a vacuum of good guidance, most major firms took the position of forbidding their representatives from participating in Social Media formats. This removed the fundamental aspect of Social Media that benefits commerce on the Internet, the one-on-one connection.

In January 2010, FINRA issued Regulatory Notice 10-06, which gave investment firms parameters for allowing their representatives to use Social Media within the bounds of SEC and FINRA regulations. The reaction was not instantaneous because firms had to solve the issue of how to supervise agent’s online communication. Protocols had to be established, software had to be adapted and installed, and training of agents had to be implemented; however, there has been a rapid Social Media ‘evolution’ in investment advising during the past 12 months.

For some firms, a deliberate, but ‘conservative approach’ to implementing Social Media engagement is being employed. One industry representative said, “…we had to help agents know what they can talk about and what they can’t talk about.” But she added, “…I’d rather be doing this now than wait three years and try to figure it out…Social Media exists and it’s not going away.”

For New York Life the direction was made very clear according to Ken Hittel, Vice President, Corporate Internet, who said, ” Our CEO, (Ted Mathas) made it very clear that agent participation (in Social Media) is a requirement.” New York Life uses a software program to meet SEC and FINRA regulations of supervising agent’s Internet interactions. Hittel said that the implementation of the program, “…went smoothly and was completed in a couple of months.”

The SEC regulations on advertising and adviser/investor communications are not new and apply to all methods of interactions, including those performed via the Internet. A FINRA podcast outlines five issues that apply to all forms of investment communications. All statements made by an agent must:

  • not be exaggerated or misleading and all material facts must be disclosed
  • clearly identified the firm and agent
  • not include or imply any forward-looking statements
  • provide the customer/investor a sound basis to evaluate the services or market
  • file any statements regarding mutual funds, variable products, and/or exchange traded funds within 10 days of being published

Each investment firm is expected to train their agents on how to comply with SEC and FINRA requirements. Hittel said that the New York Life agent training program is “..not just compliance.” He pointed out that Social Media creates 12,000 “Brand Ambassadors” for the company and they based their Social Media training on a “best practices” approach. Hittel said that there is a saying at New York Life, “…that you can do anything, not everything,” which is reflected in New York Life’s approach to Social Media engagement. The firm has established a progressive program for Social Media participation by their agents…within the scope of SEC and FINRA regulations.

FINRA Clearing a Path for Investment Firms to Engage in Social Media

25 Wednesday May 2011

Posted by Paul Kiser in Business, Customer Relations, Ethics, Government Regulation, Management Practices, Public Relations, Social Interactive Media (SIM), Social Media Relations

≈ 3 Comments

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compliance, deregulation, FINRA, investment, investment firms, SEC

USA PDT [Twitter: ] [Facebook] [LinkedIn] [Skype: 775.624.5679]

A version of this article first published as
Investment Firms Allowed to Use Social Media Under SEC/FINRA Rules
on Technorati.com

Paul Kiser

Eighteen months ago a game launching bird heads at pig heads didn’t exist.

Eighteen months ago Tony Hayward was a star as CEO of BP.

Eighteen months ago most people thought Charlie Sheen was an actor.

Eighteen months ago most investment firms thought that financial advisors were prohibited from using Social Media in business.

Now Angry Birds is near world domination, now Tony Hayward is a footnote in public relations infamy, now we know Charlie Sheen is Charlie Harper…the possessed version of him, and now Social Media is not taboo in the investment business.

…in the world of investing, the Social Media ‘evolution’ has had to meet the compliance issues of the regulatory agencies meant to protect the investor from unethical advisors…

The world is evolving faster than most people can absorb, so it’s not surprising that some industries are adapting to new technologies faster than others, but in the world of investing, the Social Media ‘evolution’ has had to meet the compliance issues of the regulatory agencies meant to protect the investor from unethical advisors.

Social Media tools like blogs and Internet-based social networking tools have opened up a new environment for business by allowing a rapid-response connection between the customer and the seller of a product or service. In most Internet commerce it is a caveat emptor (let the buyer beware) situation, where the buyer must pursue legal remedies for a broken contract or unethical representation of a product or service after the fact. In investment advising the company or firm is expected to protect the buyer before, during, and after the fact, which requires the firm to intercede and supervise interactions that involve investment advice. That has led many firms to prohibit all Social Media involvement by its representatives.

However, seventeen months ago the largest independent financial regulator stepped forward with a road map for investment firms on how Social Media could be used by their representatives while meeting the need to protect the investor.

…the regulations only effect business communications that involve investment advising and promotion. Personal blogs, Twitter, Facebook, and other Social Media tools are not a concern for the regulators…

Joseph Price, Senior Vice President of Advertising Regulation/Corporate Financing at FINRA (Financial Industry Financial Authority) discussed the issues with investment firms and Social Media with me earlier today. Price is one of the authors of Regulatory Notice 10-06 titled Social Media Web Sites – Guidance on Blogs and Social Networking Web Sites that was published in January 2010. Price said that using Social Media, “..depends on the firm’s business model,” and that it, “..has to make sense for the firm.” He confirmed that the regulations only effect business communications that involve investment advising and promotion. Personal blogs, Twitter, Facebook, and other Social Media tools are not a concern for the regulators even though individual firms may have policies prohibiting personal on-line interactions.

Price said that a common question he hears from firms is from those who prohibit all Social Media involvement by their representatives. Their concern is whether a firm is meeting the regulatory requirements when they have no Social Media supervisory functions in place because they have prohibited the activity.

Another question that FINRA has had to deal with involves deleting inappropriate user comments in chat rooms and on blogs. Price asked, “..by selective deletion, has the firm adopted the posts they haven’t deleted?” His suggestion to firms is that they have a policy in place that outlines the approval/deletion of comments. As long as a firm follows the policy and doesn’t prejudice the comments to favor the firm and its products, the company will likely not be considered to have approved and adopted the user comment.

Regarding investment business blogs, Price explained that they “require prior approval” by a firm before they are published because they fall into the category of a static communication that includes any form of advertising.

The Regulatory Notice 10-06 answers ten questions for firms about guidelines for using Social Media in the industry of investment advising.  FINRA has followed up that document with webinars, podcasts, and seminars to assist their member firms in the ongoing process of adapting regulatory requirements to Social Media tools available to the rest of the business world.

Firms now the option of fully engaging in Social Media, which is rapidly becoming less an option and more a matter of survival.

FAA + Airlines + Personal Electronic Devices = Public Mistrust

03 Tuesday May 2011

Posted by Paul Kiser in Communication, Customer Relations, Ethics, Government Regulation, Information Technology, Management Practices, Public Relations, Travel

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airline safety, cell phones, Commercial Airlines, electromagnetic interference, FAA, FCC, Federal Aviation Administration, GPS, iPod, PED, PED's, Personal Electronic Devices, WiFi

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

Paul Kiser

Recently, a 73 year-old man flying from Minneapolis, Minnesota to Winnipeg, Canada was ordered by the flight crew of an unnamed airline to stop using his Global Positioning Satellite (GPS) device during the flight. The GPS device tracks the user’s current position by receiving (not transmitting) a signal from orbiting satellites. Currently over half the world’s airlines allow it to be used during a flight, but not this airline. The man was arrested and fined for not obeying the flight crew instructions to turn it off and also refusing to buckle his seat belt. Not surprisingly his last name was, Ego…I’m not making this up…his name was Michele Ego (See article in Winnipeg Free Press.)

…the incident was based on the Flight Attendant enforcing an 18 year-old policy of restricting the use of  personal electronic devices (PED’s) that has little or no real experimental data to justify it…

Are these really a threat to airline safety?

Clearly Mr. Ego was in the wrong by refusing to obey the instructions of the flight crew; however, the incident was caused by a flight crew enforcing an 18 year-old policy of restricting the use of personal electronic devices (PED’s) that has little or no experimental data to justify it. The zeal of some flight attendants in following this baseless policy creates a source of conflict and mistrust between the flying public and the flight crew, all of which could be avoided, if not for the Federal Aviation Administration (FAA) and the airlines.

…the policy uses decades old research that could only pose a theoretical threat by PED’s, without any experimental proof…

The lack of evidence for the restrictions on PED’s (such as MP3-4 players, GPS, cell phones, etc.) is well-known, and yet, airlines stick to a policy of restricting them, especially during takeoffs and landings because of the FAA’s order issued in 1993, that each airline must prove a PED will not interfere with the plane’s avionics before passengers are allowed to use them during a flight. The reasoning for the policy uses decades old research that concluded that PED’s pose a theoretical threat.

During a Congressional Hearing on the issue in July of 2000, over a year before the first generation of Apple’s iPod was sold, the issue of PED’s impact on a plane’s avionics was discussed. During the hearing a National Aeronautics and Space Administration (NASA) database of anonymously submitted in flight incidents was presented. Of 69,000 reports, 52 flight crews blamed passenger PED’s for the plane’s avionics problems. In most of the cases from 1992 to 1998, incidents on planes as small as a Cessna and large as a Boeing 757, related problems in navigational readings that seemed to be corrected when passengers were asked to turn off the devices.

…In each case the problem could not be duplicated under controlled test conditions…

In several of those cases, the alleged offending PED was purchased from the passenger and attempts were made to reproduce the problem. In each case the problem could not be duplicated under controlled test conditions. These results were fortified by two commissioned studies of PED’s, including cell phones, in 1983-8, (a study for the airlines,) and 1992-6, (a study for Congress.) Both studies offered no real evidence of avionics interference caused by PED’s.

(See Blog article: Why Your iPad Won’t Kill You)

Regardless of the lack of evidence, neither study could prove that PED’s were absolutely incapable of interference, and in a British study on cell phone transmissions, it was determined that the threat from PED’s was from pre-1984 devices that could theoretically cause interference with a plane’s avionics. Despite a lack of real evidence of a threat, the FAA issued its 1993 ruling that said that airlines should restrict the use of all PED’s below 10,000 feet (for takeoffs and landings) and only allow use of PED’s above 10,000 feet if they could prove it didn’t interfere with the plane’s avionics.

The fact is that today’s commercial airliner has been designed with shielding on all electronic systems to protect it against all types of electromagnetic radiation, including a strike from a lightening bolt, which seems far more likely to happen than an incident of electromagnetic interference caused by a PED like an iPod, GPS device, or cell phone*.

(*Interestingly, it was not the FAA, but the Federal Communications Commission (FCC) who issued a rule in 1991, that cell phones could not be used by any aircraft –including private planes and lighter-than-air balloons– because of the fear that phones in a line of sight of multiple cell phone towers could cause problems with ground-based cell phone traffic.)

With the airlines blessing, both the FAA and FCC have created an environment that forces flight attendants to be the voice of ‘Chicken Little’, by enforcing flight rules governing PED’s that make no sense in 2011. The ineptness of the FAA and the airlines in their handling of the issue of PED’s undermines the relationship of trust that passengers must have in the flight crew if they are to be believed and obeyed during critical situations involving a real threat to passenger safety.

The question that remains is whether or not the mythological threat of PED’s to aircraft safety is greater than the loss of trust of the flying public.

The Quality of Mercy: Tea Party looking for a pound of flesh

29 Friday Oct 2010

Posted by Paul Kiser in Ethics, Government, Government Regulation, History, Passionate People, Politics, Pride, Respect, Rotary, Taxes, US History

≈ 5 Comments

Tags

2007-09 Recession, Blogging, Blogs, Democrats, Ethics, GOP, Illegal Immigrants, Political Parties, Recession, Republicans, Sharron Angle, Tea Party

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

Paul Kiser

Article first published as The Quality of Mercy on Technorati.

William Shakespeare’s play, The Merchant of Venice, tells the tale of Antonio, a wealthy merchant who can’t lend money to a friend in need because his money is leveraged until his ships return to Venice. To help his friend, and having no other options, he goes to a moneylender named Shylock who despises Antonio, but surprisingly he agrees to lend the money without interest. The only condition is that if the money is not paid back in full by a certain date, Shylock will be allowed to take a pound of Antonio’s flesh.

In Act V, Antonio’s ships have apparently been lost as sea and he is arrested and brought before the Duke of Venice and Shylock. The moneylender is adamant that the contract is valid and he should be allowed to collect on his debt by taking the pound of flesh ‘nearest Antonio’s heart’. The root of the issue is not about the loan contract, it is about the long-standing conflict between Antonio and Shylock.

The Tea Party is playing the role of Shylock in American politics. Feigning some fictitious abuse in order to convince others that something horrible has happened to them, when in fact the Tea Party doth protest too much. Next Tuesday they seek their pound of flesh from the rest of our country and unfortunately they will likely get it. Sadly, the village idiots have told their lies enough that many people are starting to believe them.

It strikes me that our political uproar caused by the alleged ‘anger’ of the Tea Party and other extreme conservatives has nothing to do with the state of the economy, healthcare reform, higher taxes, immigration, nor government regulation. Like Shylock, it is the desire to destroy that drives the Tea Party, not rational thought. No rational person would accept:

  • That our economy is worse today because of a Democratic majority.
    • We were on the brink of complete economic disaster 18 months ago. Through brilliant use of tax money and government intervention disaster was averted. Ironically, we are making interest from some of the money invested.
  • That the 2007-09 Recession was caused by government regulation.
    • The 2007-09 Recession was caused by unethical business men and their practices, NOT because of a lack of government regulation.
  • That healthcare reform is bankrupting businesses.
    • Most of the reforms passed will not even take effect until 2014 and no one can offer a rational argument to support the doomsday prediction.
  • That the Democratic majority has increased taxes.
    • Wow. Taxes have been lower for 95% of Americans in 2009 and will be again in 2010, if the Republicans stopped holding the rest of us hostage unless the richest Americans are allowed to only pay tax equal to the poorest Americans.
  • That illegal immigrants are destroying our country.
    • Where’s the proof? I have heard the same ‘incidents’ used over and over. Undocumented workers lead a quiet, low profile life in this country… they have to. Yes, there are a few incidents that involve undocumented workers, but when a 21-year old, white, male attacks a woman in Denver because he ‘thinks’ she’s a Lesbian it is obvious we have bigger problems with stupid white men.

      Angle: Manning up in stupid

I don’t mind a good debate and reasoned argument, but there is nothing I have heard out to the Tea Party rhetoric that is based in reality. US Senate candidate Sharron Angle runs from the media. She and her supporters make baseless and absurd accusations of voter fraud, puts out flyers saying her opponent voted for death panels, and send out fake emails saying that her opponent’s great Uncle was hanged as a horse thief. It’s as if Richard Nixon’s ghost has returned.

At the end of Shakespeare’s play a character makes a plea to save Antonio with a speech known as the ‘Quality of Mercy‘ speech. Shylock is unmoved, but in the end Antonio is saved and the moneylender’s plan is thwarted by rational people. For us, not so much.

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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

Tags

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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I’m not angry, nor am I stupid…and I voted

25 Monday Oct 2010

Posted by Paul Kiser in Branding, Business, Communication, Ethics, Government, Government Regulation, History, Internet, Lessons of Life, Passionate People, Politics, Pride, Public Relations, Random, Relationships, Respect, Rotary, Social Interactive Media (SIM), Taxes, US History, Women

≈ 3 Comments

Tags

Blogging, Blogs, Chairman of the Republican National Committee, Christine O'Donnell, Democrats, Election, Election 2010, Elections, Meg Whitman, Mike Steele, Nevada, New Business World, Politics, Public Image, Public Relations, Publicity, Republicans, Sharron Angle, Social Media, Tea Party, Vote, Voting, Wackos

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

Paul Kiser

I have seen the ads for the Democratic candidates that make the claim that their opponents are ‘extremists’. I disagree with this assessment of some of the Republican/Tea Party candidates. They are not extremists, they are just stupid.

  • When the Nevada Republican candidate for Senate, Sharron Angle, suggest’s that ‘some people’ are angry enough to “invoke their Second Amendment Rights”, in an attempt to scare people into voting for her, that’s just stupid.

  • When California Republican candidate for Governor, Meg Whitman, is blaming illegal immigrants for all the problems in her State, but then it’s revealed that she employed an undocumented worker, that’s just stupid.

    Angle: Manning up in stupid

  • When Delaware Republican candidate for Senate, Christine O’Donnell, uses campaign contributions to pay for her personal household expenses that’s just stupid.

  • When Sharron Angle says her opponent should ‘man up’ as if she is some tough cowboy out on the range, it sounds silly, and it’s just stupid.

  • When Meg Whitman, a multi-millionaire and former CEO, is called a ‘whore’ by an unknown person in her opponent’s party and milks it as if she is some poor, defenseless, innocent Southern Bell, whose honor has been violated, that’s just stupid.

O'Donnell: God's Chosen messenger to the US Senate

  • When Christine O’Donnell, who ‘dabbled’ in witchcraft says that she ‘prays God will open people’s eyes’ so they will vote for her that’s just stupid.

  • When the Michael Steele, Chairman of the Republican party, expenses his trip to a West Hollywood strip club to party funds, that’s just stupid.

    Michael Steele: RNC Chairman

  • When Republican party candidates blame the economy on our government, instead of the unethical business men who traded our country’s future for profit for themselves and their investors, that’s just stupid.

Today I voted, and I didn’t vote for stupid. I voted for Harry Reid who serves as a statesman for Nevada and for our country and who will be the best possible representative Nevada could hope for in the difficult times ahead.

I voted for Rory Reid because I believe that Nevada must change direction from the low/no tax strategy (no income, corporate, capital gains, inventory taxes) that we have had for decades and now we are the 1st in unemployment, crime, and foreclosures, and among the worst in education.

I also voted YES on all four State Amendments and two local Advisory Questions.

I voted to have the Governor appoint Supreme and District court judges because I don’t like it when judges campaign. The electorate rarely pays attention to judicial offices and I would rather they be vetted in a formal process, not paraded in public like beauty candidates.

I voted YES to have an intermediate court established. In a conversation with a Supreme Court Justice it became apparent that Nevada’s Justice system has a major bottleneck of cases that could be cleared out if we had a system similar to other States.

I voted YES to allow the Legislature to resolve minor conflicts of our tax code with Federal law.

I voted YES to repeal/revise the knee-jerk eminent domain law. It has problems and it needs to be fixed.

I voted YES to ‘beg’ the State to seek the consent of local governments before raiding their revenues.

I voted YES to encourage the consolidation of the Reno/Washoe governments. I wish Sparks was included. We have three government entities in this valley and it is a ridiculous duplication of services.

This year we will learn whether stupid wins the day or not. John F. Kennedy put it the best: ‘you can fool some of the people all the time and you can fool all the people some of the time’. If stupid wins this year, the fools will be running the village. Heaven help us.

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  • 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
  • Social Media 2020:  Public Relations 2001 vs Social Media Relations 2010
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  • One Rotary Center: A home for 1.2 million members
  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
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  • Rotary Public Relations and Membership: Eight Steps to a Team Win
  • Rotary: All Public Relations is Local
  • Best Practices:  Become a Target!

Science Related

  • Negative Time: The Self-fulfilling Prophesy a Scientific Possibility?
  • 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
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Our Country and History Related

  • Point of Confusion
  • What I’m not buying this year
  • Nevada: State of Disaster
  • Thank you, Mr. President
  • America’s Hostile Takeover of Mexico

What I’m Not Buying This Year

13 Wednesday Oct 2010

Posted by Paul Kiser in Branding, Business, Communication, Ethics, Government, Government Regulation, History, Honor, Internet, Lessons of Life, Management Practices, Passionate People, Politics, Pride, Public Relations, Random, Re-Imagine!, Relationships, Respect, Rotary, Taxes, The Tipping Point, US History

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Blogging, Blogs, Christine O'Donnell, Conservatives, Crime, Depression, Ethics, Executive Management, Good Government, Hispanic, Illegal Aliens, Illegal Immigrants, LoCOS, Management Practices, Mexican Nationals, Mexico, Nevada, New Business World, Political Parties, Politics, Public Image, Public Relations, Publicity, Re-Imagine!, Recession, Republicans, Rotary, Sharron Angle, Tea Party, Unemployment, Unethical Business Practices

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

Paul Kiser

Tis the season and there are a lot of political candidates out there selling their version of what is wrong with this country/state/county/city and how they are going to fix what ails us. This year is different from most because it seems that a lynch mob has taken over a prominent role in politics and like most lynch mobs they don’t need facts, they just need someone to be angry at and someone to blame.

It would be easy to label the people behind this political lynch mob as ‘stupid’, but that is probably overly harsh. These people are driven by emotions, not a lack of intelligence, so stupid is not the correct term. I prefer to describe the lynch mob as people who have a Lack Of Critical Observation Skills (LoCOS for short.)  This year the LoCOS are trying to sell a lot of garbage and I’m not buying it. For example:

Nevada: The best at doing it wrong

LoCOS:  Lower taxes will improve the economy
To the LoCOS who are selling the load I have one word. Nevada. Nevada has no Income tax. Nevada has no Capital Gains tax. Nevada has no Corporate tax. Nevada has no Inventory tax. Even conservative business groups rate Nevada as one of the most ‘business-friendly’ states. Nevada is to business what the Bunny Ranch was to male ego.

According the LoCOS argument, Nevada should be awash in new business. Nevada’s economy should be booming. Nevada should be the poster child of the low tax concept.

The fact is that the State exposes the Lo Tax/Mo Biz as a myth. Nevada is Number ONE in unemployment (2nd place Florida is over a full point better than the Silver State.) Nevada is Number ONE in crime. Nevada is Number ONE in housing foreclosures. Nevada is consistently among the lowest in unbiased education rankings. Nevada is proof that lower taxes does not make for a better economy.

(Article: Nevada’s State of Disaster)

LoCOS: Business is better at running our government
Let’s remember that it wasn’t government that put us in a recession but business…BAD business. Government was an enabler, in that it stopped regulating and monitoring the unbridled greed of the incestuous investor-run business world, but at the end of the day it was business people who made all the decisions. The corporate executives chose to ignore the obvious result that would happen from their greed and dove head on into unethical practices that doomed our economy.

Greed is inherent in business. Greed is why business exists. There is no ‘care for fellow citizen’ in the business world. Business is based on competition, winners and losers, and often the losers are not the weakest, but rather loser’s are the one’s with morals. Business only keeps to a moral compass when there is an unbiased arbiter oversees its activities. That is the role of government.

This year we are seeing the perversion of investor-run business with clearer eyes. The Chamber of Commerce has abandoned their mission of promoting good business in the community in favor of attacking local governments and promoting only those candidates that will remove the protections for honest business and our citizens. It is ironic that anyone would suggest that business, with its greed-driven motives and proven track record of unethical practices, should replace good government.

Don’t get me wrong, a strong economy needs good, healthy businesses, but good, healthy businesses need a strong government to create and monitor the rules for which guide and protect all. The leap of logic of the LoCOS, that our government should be run as a business, is as absurd as saying that FIFA needs fewer referees on the soccer field.

LoCOS: The trillion-dollar debt is bad
The LoCOS must have Alzheimer’s.

I’m not in favor of a large deficit, especially when it involves sending US dollars to finance the destruction of another country …. but I’m really not in favor of is a Depression. That is what we faced in early 2009. Business had raped our economy through outrageous, unregulated practices and we were on the brink of an abyss that had no bottom. Again, business, not government caused our economy to fail. Initially, our country let big banks suffer the consequences of what they had done, but it quickly became apparent that what was about to happen was the massive collapse of the entire economic system, which would have forced the United States government to take over the day-to-day operations of almost all of our major financial institutions.

Cheney's Folly: The start of our debt problems

The alternative to a nuclear meltdown of our economy was to lend money to those institutions, help initiate controlled purchases of ailing banks, and invest government money in key assistance programs. Was it a bailout? Yes, but it was investing, not buying, which meant we would get the money back in almost every case.

The government also invested money in the mismanaged auto industry that, if not preserved, would have sent us into Depression-era unemployment overnight. Yes, it increased our nation’s debt. A debt that had gone from surplus in President Clinton’s years, to a deficit under George Bush. It would have been better if we had not spent so much money on Cheney’s overseas folly and already been in the hole when the house of cards of bad business fell, but there was no choice. The decisions made in late 2008 and early 2009 were necessary and save our country from disaster.

Have we recovered? No. But the LoCOS rage over a big deficit is being driven and financed by the major corporations that would prefer the citizen forget what really happened. I wish business hadn’t forced us to use trillions of taxpayer’s dollar to remedy their greed, but we had no choice.

LoCOS: Government is bad
Government is really, really good providing it is run by reasonable people who truly care for the citizens … all the citizens. There is one difference between civilization and anarchy and that is government. Every time I hear the LoCOS point out an example of bad government I can think of a hundred ways that government has made our country great. I mentioned to a person that the airlines need to be regulated again and they pointed out how, under government regulation, an airline was forced to maintain a route to a small city that was not profitable. Yes, that is tough, but what about the scores of lucrative routes that government regulation handed that same airline on a silver platter? I’m really weary of the single exceptions to how great government has been in making this the strongest country in the history of the world. Single exceptions do not make an argument for destroying our country.

Government is the foundation of our society and the only people who don’t benefit from a strong government are the greedy and unethical. When we were in school we would have rather had no teachers telling us what to do, but that wouldn’t have made our education better. It’s time we stopped making the argument of a 5th grader…and time we started respecting what a blessing it is to have a government that keeps our society from devolving into anarchy.

The Face of the LoCO People

LoCOS: Electing stupid people is smart
This one mystifies me. A candidate from any other party would be laughed out of politics for saying or doing something stupid and yet candidates for the LoCOS wear their stupidity like a new hat.
LoCOS candidates are avoiding the media, saying one thing, then changing their story. They scream about illegal aliens and how they are destroying our country, then it’s revealed they were employing them. They dress in Nazi uniforms. They steal other people’s work and claim it as their own. They take campaign money and pay their personal bills with it. They have to explain to people why they are not a witch. They threaten violence on people, yell about almost anything, deceive, and often outright lie…and the LoCOS cheer on.

I know that the quality of candidates of the LoCOS is a reflection of the lack of respect they have for our country and government, but isn’t prima facie evidence that the LoCOS can’t really be trying to improve our country when they are represented by the worst of the worst?

LoCO S: Illegal aliens (=Hispanics) are destroying this country
First, let’s remember that a major portion of the United States (California, Nevada, Utah, southwestern Wyoming, western Colorado, Arizona, New Mexico, Oklahoma, and Texas belonged to Mexico until the mid-1800’s. We took the land from them at gunpoint and paid fifty cents on the dollar for the land. I could make a strong argument that Mexican nationals are not really the illegal aliens in Alta California, Nuevo Mexico, and Tejas, but I will let that dog rest.

(Article: America’s Hostile Takeover of Mexico)

Regardless of the history of Mexico and the United States, the fact is that a typical tactic of a lynch mob is to find a symbol (person or group) that has little or no opportunity to defend themselves and present them as evil. This is a tactic used by the KKK, the Nazis, and every ultra-right wing, nationalistic, racist group. It doesn’t matter of whether the targeted group is guilty of anything, just that they, or no one else, is able or willing to stand up and challenge the accusations. Mexican immigrants are the perfect target for a group like the LoCOS.

The facts are that:

  • Most Mexican undocumented immigrants lead quiet, peaceful, law-abiding lives in the United States (a fact that the LoCOS lie about)
  • Mexican undocumented immigrants are working jobs that no American citizen wants to do
  • That the United States is the primary enabler of the drug wars in Mexico (we buy the product and sell them the arms)
  • Mexican undocumented immigrants can’t file for Income Tax refunds (which most would get if they were citizens) so the United States collects and keeps all the money deducted from their pay.

But according to the LoCOS, they are pure evil and responsible for our all our economic and societal ills. In Arizona, a sheriff’s deputy called that he was under attack by Mexican drug smugglers and was shot. He became the hero of the LoCOS.

Deputy Puroll's wound

Despite a massive effort, no drug smugglers were found. Now it turns out that the wound was from a bullet fired at close range (not from 25 yards as he claimed) and likely self-inflicted. Almost no one questioned the story of the deputy at the time, despite the inconsistencies in his account. Why should they, blame it on the Mexicans. Naturally, the story has to be true!

To me, the whole issue of ‘illegal aliens’ is a tornado in search of a trailer park. The damning terminology, the use of single examples, and falsified facts all indicate that the LoCOS need to create a threat and it the Muslims are too far away to pick on so the target is Mexican nationals.

The New Testament of the Bible has clear instructions on how a Christian is behave. Jesus said to love thy neighbor as thyself. The Apostle Paul says, “…as touching brotherly love ye need not that I write unto you: for ye yourselves are taught of God to love one another..” (1 Thessalonians 4:9). The LoCOS often boast of their devotion to Christ and then desecrate his teachings by their un-Christian attitude towards those of Hispanic descent.

I’m not buying it.

LoCOS: Threatening our government and the electorate with armed rebellion
Several members of the LoCOS, including LoCOS candidates have indicated that ‘some people’ may be mad enough at our government to invoke ‘their Second Amendment Rights’. I don’t care how you say it, to suggest that some people are going to take up arms against their fellow citizens (if the LoCOS don’t get their way) is wrong. In this country we vote, and we don’t take up arms to enforce the LoCOS will on the majority. Anyone who suggests this is a threat to our Constitution and to this country. Mad or not, there is a line that cannot be crossed over.

I know that everything I said here will not make any difference to the LoCOS. In fact, they will be outraged that I spoke out against their unbridled illogical arguments. You can’t reason with a lynch mob. But sometime in the future we will all look back on this and say, “What were the LoCOS thinking?” The problem is that they are not.

More Articles

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  • 2Q 2010 Social Media Tools: Facebook/Twitter sail on, LinkedIn/MySpace don’t
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  • Twitter is the Thunderstorm of World Thought
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  • How Social Interactive Media Could Transform Higher Education
  • How to Become a Zen Master of Social Media
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  • 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
  • Social Media 2020:  Public Relations 2001 vs Social Media Relations 2010
  • Social Media 2020: Who Moved My Public Relations?
  • Publishing Industry to End 2012
  • Who uses Facebook, Twitter, MySpace & LinkedIn?
  • Fear of Public Relations
  • Dissatisfiers: Why John Quit
  • Facebook, Twitter, LinkedIn…Oh My!
  • Does Anybody Really Understand PR?

Rotary Related

  • What most non-Rotarians don’t know about Rotary
  • Rotary@105: Making Rotary Sexy
  • Rotary@105: Grieving change
  • How Rotary can..must..will plug into Social Media
  • Rotary PR: Disrespecting the Club President is a PR/Membership issue
  • Rotary Membership/Public Image Challenge
  • Rotary New Year: Retread or Renaissance?
  • Rotary@105: A young professionals networking club?
  • One Rotary Center: A home for 1.2 million members
  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
  • Rotary Magazine Dilemma Reveals the Impact of Social Media
  • Rotary@105:  April 24th – Donald M. Carter Day
  • Rotary@105:  What kind of animal is Rotary International?
  • Rotary:  The Man in the Yellow Hat as the Ideal Club President?
  • 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!

Science Related

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Personal Experience Related

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  • 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

  • Nevada: State of Disaster
  • Thank you, Mr. President
  • America’s Hostile Takeover of Mexico

Dear Business Person: It is 2010. Please update your brain.

17 Friday Sep 2010

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

≈ 3 Comments

Tags

Bloggers, Blogging, Blogs, Business, Customer Loyalty, Education, Executive Management, Facebook, Internet, LinkedIn, Management Practices, Membership Recruitment, Membership Retention, MySpace, Networking, Nevada, New Business World, Newspapers, Public Image, Public Relations, Publicity, Re-Imagine!, Referrals, Rotarians, Rotary, Rotary Club, Sales, Selling, Social Media, Social Networking, Twitter, Value-added, Year 2002, YouTube

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

Paul Kiser

Recently I listened to a presentation on how to network to increase referrals of potential customers. The speaker made her living by teaching people how to do this, so there is no doubt she knew her subject. Personally, I agree that face-to-face networking skills are critical if you are going to be in business, especially if you have direct customer contact.

However, she quoted statistics from a 2002 study done by the Chamber of Commerce on referral effectiveness based on the method of contact. 2002. That is where she lost me.

How far back is 2002? In 2002, the Department of Justice announced it was going to investigate Enron, the UN Security Council froze the assets of Osama bin Laden, Al-Qaeda, and the Taliban, the Winter Olympics were held in Salt Lake City, Utah, The US Secretary of Energy declared Yucca Mountain, Nevada to be a suitable nuclear waste depository, the Space Shuttle Columbia completed a mission to update the Hubble Space Telescope…it’s last before it would be destroyed on re-entry from it’s next mission in 2003, the United States led coalition invaded Afghanistan, A Beautiful Mind won Best Picture, United Airlines and WorldCom filed for bankruptcy, Congress approved a resolution to go to war with Iraq, and President George W. Bush created the Department of Homeland Security.

Columbia Space Shuttle Breakup in 2003

To some, it may seem like 2002 was yesterday, but when discussing a topic on how business referrals are made in 2010, quoting data from a single, eight year-old study makes me question the relevancy of any of the information provided. Note that the Internet was only eleven years old in 2002. The first Social Media site, Friendster was started in 2002. It wasn’t until 2003, that the more known sites of LinkedIn (May) and MySpace (August) were introduced. Facebook didn’t come on-line until February 2004, YouTube began a year later, and Twitter didn’t start until July 15, 2006.

The world of communication and business have changed dramatically in the past 36 months, let alone the changes over the past eight years. To discuss ‘networking’ from a perspective of the world in 2002 is to be in Denial* of the world of 2010. While ‘more experienced’ business people scoff at “these young people” and their Social Media, the reality is that referrals are being replaced by customer recommendations read off of blogs and other Internet sources. ‘Experienced’ business people can be angry, condescending, and ignorant all they want about the impact of Social Media on business…but it won’t change what has happened. Many people blame government regulation for business failures, but more businesses fail because of outdated business minds and practices than anything other cause and we are neck-deep in 2002 business thinking.

(*See Rotary@105: Grieving Change)

Face-to-face networking is important, but compare the number of face-to-face interactions/connections that a person can make in a day with the number of interactions/connections that can be made through blogs, LinkedIn, Facebook, and Twitter in an hour, and it becomes apparent that dismissing the power of Social Media makes a business person appear uninformed and outdated…sort of like a man who wears shorts, sandals…and black socks. That analogy may not make sense to some people, but then again, those people probably aren’t reading this blog…or any others.

More Articles

  • Riding Reno: The Ladies of Reno
  • America’s Hostile Takeover of Mexico
  • Selling watered-down beer: The best spin campaign in advertising
  • Rotary@105: Grieving change
  • Communication: Repetition of message does not increase awareness
  • Millennium Hotel: Go away, spend your money elsewhere
  • Is it time to fire yourself?
  • Up in the air down in Texas
  • I mow my lawn because…
  • Rogue Flight Attendant shows his arrogance, Airlines dislike for the customer
  • Nevada I-580: An Interstate by any other name
  • How Rotary can..must..will plug into Social Media
  • Physics in 2010: The more we understand, the less we know
  • Nevada’s oldest brewery opens a Reno location
  • Rotary Membership/Public Image Challenge
  • 2Q 2010 Social Media Tools: Facebook/Twitter sail on, LinkedIn/MySpace don’t
  • Epic Fail: PR ‘Experts’ don’t get Twitter
  • King of Anything: Social Media vs Traditional Media
  • Rotary PR: Disrespecting the Club President is a PR/Membership issue
  • WiFi on Southwest Airlines: Is it ‘Shovel Ready’?
  • Starbucks makes a smart move: Free WiFi
  • Two Barbecues and a Wedding
  • Foul Play: FIFA shows what less regulation offers to business
  • Rotary New Year: Retread or Renaissance?
  • 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
  • Rotary@105: A young professionals networking club?
  • One Rotary Center: A home for 1.2 million members
  • 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
  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
  • Twitter is the Thunderstorm of World Thought
  • Signs of the Times
  • Rotary Magazine Dilemma Reveals the Impact of Social Media
  • How Social Interactive Media Could Transform Higher Education
  • How to Become a Zen Master of Social Media
  • Car Dealership Re-Imagines Customer Service
  • 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
  • Social Media 2020:  Public Relations 2001 vs Social Media Relations 2010
  • Social Media 2020: Who Moved My Public Relations?
  • Publishing Industry to End 2012
  • Who uses Facebook, Twitter, MySpace & LinkedIn?
  • Fear of Public Relations
  • Dissatisfiers: Why John Quit
  • Facebook, Twitter, LinkedIn…Oh My!
  • Does Anybody Really Understand PR?
  • Rotary@105:  April 24th – Donald M. Carter Day
  • Rotary@105:  What kind of animal is Rotary International?
  • Rotary:  The Man in the Yellow Hat as the Ideal Club President?
  • 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!

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

  • Millennium Hotel: Go away, spend your money elsewhere
  • Is it time to fire yourself?
  • Up in the air down in Texas
  • I mow my lawn because…
  • Rogue Flight Attendant shows his arrogance, Airlines dislike for the customer
  • Nevada I-580: An Interstate by any other name
  • How Rotary can..must..will plug into Social Media
  • Physics in 2010: The more we understand, the less we know
  • Nevada’s oldest brewery opens a Reno location
  • Rotary Membership/Public Image Challenge
  • 2Q 2010 Social Media Tools: Facebook/Twitter sail on, LinkedIn/MySpace don’t
  • Epic Fail: PR ‘Experts’ don’t get Twitter
  • King of Anything: Social Media vs Traditional Media
  • Rotary PR: Disrespecting the Club President is a PR/Membership issue
  • WiFi on Southwest Airlines: Is it ‘Shovel Ready’?
  • Starbucks makes a smart move: Free WiFi
  • Two Barbecues and a Wedding
  • Foul Play: FIFA shows what less regulation offers to business
  • Rotary New Year: Retread or Renaissance?
  • 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
  • Rotary@105: A young professionals networking club?
  • One Rotary Center: A home for 1.2 million members
  • 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
  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
  • Twitter is the Thunderstorm of World Thought
  • Signs of the Times
  • Rotary Magazine Dilemma Reveals the Impact of Social Media
  • How Social Interactive Media Could Transform Higher Education
  • How to Become a Zen Master of Social Media
  • Car Dealership Re-Imagines Customer Service
  • 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
  • Social Media 2020:  Public Relations 2001 vs Social Media Relations 2010
  • Social Media 2020: Who Moved My Public Relations?
  • Publishing Industry to End 2012
  • Who uses Facebook, Twitter, MySpace & LinkedIn?
  • Fear of Public Relations
  • Dissatisfiers: Why John Quit
  • Facebook, Twitter, LinkedIn…Oh My!
  • Does Anybody Really Understand PR?
  • Rotary@105:  April 24th – Donald M. Carter Day
  • Rotary@105:  What kind of animal is Rotary International?
  • Rotary:  The Man in the Yellow Hat as the Ideal Club President?
  • 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!

Is it time to fire yourself?

27 Friday Aug 2010

Posted by Paul Kiser in Business, Communication, Consulting, Customer Relations, Customer Service, Employee Retention, Government Regulation, Higher Education, Human Resources, Lessons of Life, Management Practices, Passionate People, Public Relations, Re-Imagine!, Relationships, Rotary, Tom Peters, Universities

≈ 1 Comment

Tags

Blogging, Blogs, Employee evaluations, Employment, Executive Management, HR, Management Practices, New Business World, Public Relations, Re-Imagine!, Rotary, Tom Peters

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

Paul Kiser

One thing I have observed in government, hospitals, universities, and small business management is that all of those fields tend to be people collectors. What I mean is those particular fields have a high incidence of people who have passed their expiration date.

Why?

Government, hospitals, and universities tend to: 1) pay their employees well, 2) offer good to great benefits, 3) offer prestigious positions, and 4) have incompetent human resource professionals. A person who lands in any of these three fields may be an excellent performer for several years; however, every human being needs new challenges and after five to seven years they lose the excitement of the job. The problem is that because they have moved up to the top of the pay scale (pay scale: an example of HR incompetence) the person discovers that if they were ever to leave that job they would have to: 1) take a pay cut, 2) risk losing their excellent benefits, and 3) not find as prestigious position as what they have in their comfy current job.

Now that excellent performer is trapped like a caged animal in a job that has no challenges for them. The result is what we have in America today. Government services, hospitals, and universities that are operated by uninspired people who’s most important priority is to go home at the end of the day. And where is the human resources professional? Standing there preaching that all those systems they created that cause employee burnout are absolutely vital for retaining employees.  People collectors.

Show me an organization that prides itself on long-term employees and I’ll show you a group of people who shoved innovation and creativity into a file drawer decades before.

So why did I include small business owners in with this unhappy, unproductive group of people?

For small business owners the trap of mediocrity is different, but it has the same result.  Initially, a new business owner is excited by the challenge of creating a business from nothing. If they are successful they find the satisfaction of beating the odds, which is like a drug to a business owner. Then comes the fear of losing everything they built. That fear always, always, always leads to becoming conservative. Don’t take chances and don’t risk failure. But it doesn’t stop there.

Eventually, the intelligent business owner realized that his/her business has become stagnant. He/she then tries a series of half measures that stirs the pot but doesn’t make anything new happen. They shake up their sales team, join a peer group (they serve the same function as HR), purchase clever productivity software, or…God forbid, hire a consultant. The result is a temporary change in activity that fails to address the real problem. Fear of failure. Thus, the small business owner becomes a people collector, and they are the one collected. Stuck in a place they can’t get out of and yet, don’t want to be.

My best advice I can give to a small business owner who is stuck in this trap? Fire yourself. Put someone in charge of your company, expect that they will drive it into the ground, and go out and build a new business. At the very least you will no longer live in fear, but you will more alive than you have been in years.

More Articles

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Up in the air down in Texas

19 Thursday Aug 2010

Posted by Paul Kiser in Branding, Business, College, Customer Relations, Customer Service, Ethics, Government Regulation, Higher Education, Lessons of Life, Passionate People, Public Relations, Rotary, Travel, Universities

≈ 1 Comment

Tags

Blogging, Blogs, Dallas, Employment, Executive Management, GPS, HR, Management Practices, New Business World, President George Bush Turnpike, Public Image, Public Relations, Re-Imagine!, Rotarians, Social Media, Texas, Toll roads, traveling, turnpike, Value-added, WiFi

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

Paul Kiser

I’m traveling a lot for my corporate acting/role-playing gigs lately and that has kept me out of my normal routine. During the last two weeks I have been traveling for The American College and playing multiple roles with students in their Master’s degree program.

I love traveling, but hours on a plane, all day seminars, and a quirky Microsoft Outlook/firewall issue (it conflicts with most hotel WiFi) puts me in a position of scrambling to stay up with email. Everything else begins to fall behind and my blog is one of the victims.

I spent three days in Dallas, Texas and I learned that they like to name their roadways after people. They also like toll roads. The problem with naming roads after people is that the President George Bush Turnpike is a lot for the GPS to spit out before it says, “exit right now”.

Lover's Lane in Dallas

Toll roads are not as common in the western United States, but over the past two decades Denver has been joining their eastern sister cities with pay-to-use roads. Both Denver and Dallas are going over to the dark side with cashless toll roads. The concept is that you don’t have stop and pay to use the roadway. Instead you obtain a transmitter that records your car and deducts the toll from your account.  Great idea, but it has a wicked ‘gotcha’.

The “gotcha’ is that if you don’t have a transmitter, they just take a picture of your license plate and send the bill to the owner. The problem is that rental car companies are making a killing heaping fees on renters who are caught unaware by the cashless toll roads. I went to downtown Dallas for dinner when I left my GPS took me to a toll road. I didn’t know it was cashless until I was on it and it was too late to exit. GOTCHA!

Dallas is the only city I know that will charge you $2 to drive by the airport. I understand that this road is the access to all the terminals at the Dallas-Fort Worth (DFW) airport, but it also continues past the airport and if you are using the road to get from south of DFW to north of DFW it will cost you $2. Ironically, I dropped someone off at the airport and it only cost $1 even though I spent longer in on the DFW property.

Thanksgiving Square in Dallas

Despite my negative comments, I liked Dallas. It reminded me of Denver, without the mountains…and warmer…a lot warmer. I spent just enough time in Dallas to get a 10,000 foot view and that is not enough to really know the city. The next time I’m back I will have a better plan to ferret out the cool things to do in Dallas.

I met with the District Governor and District Membership Chair for the Dallas/Fort Worth region and discovered that Rotary clubs in Texas are not that much different from the clubs in northeast California/northern Nevada. We face similar challenges in membership recruitment and the adaptation to using Social Media tools is on a similar pace; however most of their clubs have an existing website. I appreciated the opportunity to meet with them and learn about Rotary Texas style.

I was in Chicago last week and I have trips to Minnesota and Richmond, VA coming up. Might as well make this a travel blog…or not.

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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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WiFi on Southwest Airlines: Is it ‘Shovel Ready’?

09 Friday Jul 2010

Posted by Paul Kiser in Branding, Customer Relations, Customer Service, Ethics, Government Regulation, Information Technology, Internet, Management Practices, Public Relations, Re-Imagine!, Relationships, Rotary, Social Interactive Media (SIM), Social Media Relations, Travel, Website

≈ 1 Comment

Tags

Air travel, Blogging, Blogs, Customer Loyalty, Executive Management, Management Practices, New Business World, Public Image, Public Relations, Publicity, Rotary, Social Media, Southwest, Southwest Airlines, Starbucks, SWA, Value-added

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

Paul Kiser

In the July edition of Southwest Airlines ‘Spirit’ in-flight magazine SWA takes a swipe at “President Obama’s” Recovery Act (I’m pretty sure that more than one person put together the program that pulled us out of economic disaster) and informs the passengers that the definition of ‘Shovel Ready’ is also associated with a project that has failed. Obviously, there is no LUV coming out of Texas for our 18-month old administration, but I was surprised that they would put a political biased slam in their customer publication.

Regardless, I will take their lead and use their definition to ask if the Southwest Air WiFi program is ‘shovel ready’?

Southwest was testing WiFi on four planes (I’ve also heard that only one plane had/has the service) as early as March 2009. I flew a WiFi-enabled plane from Denver to Reno a several months ago when they had to replace the plane we were supposed to fly. After boarding the plane several hours late the flight attendant announce that to make up for our delay we at least would have WiFi because we were on the ‘special’ plane. She then immediately said that we would not be able to use the service, but didn’t say why. That seems to typify Southwest’s efforts to get WiFi off the ground.

Southwest has a page on their website that announces the new WiFi service to begin in early 2010. Is July early? Note that you can only find this page by a Google search or by going directly to the page at:

Southwest Air WiFi Page

If the link is dead that will mean that Southwest read this post and someone in IT probably got chewed on for not killing the page. In case they update the page, here is what it said as of today (July 9, 2010):

“Southwest Airlines is excited to offer satellite-enabled Wi-Fi internet access onboard. The service is currently on four aircraft, but we hope to begin equipping more of the fleet with this cutting-edge technology in early 2010.”

In Gary’s Greeting on the SWA website titled “Technology is Our Friend,”  CEO Gary Kelly spends two sentences on the WiFi service:

“Many Customers want to stay connected while aloft, and your chances of flying on a Southwest Wi-Fi-equipped jet improves as the year progresses. In April, we began a two-year process of installing this state-of-the-art connectivity on our entire fleet.”

Other than that Southwest is making no effort to publicize the new WiFi service, which begs the question “Is there a problem?” Early 2010 has come and gone, April 2010 was three months ago, where’s the WiFi? I understand that it will take some time to install it on all the planes but this is a marketing opportunity and a major addition to in-flight service. Is SWA just unenthusiastic, uncaring, or embarrassed about offering WiFi, or is there a problem? If it was meant to be a secret it was not the smartest move to build a webpage to announce the service. My guess is that there have been major problems and the corporate PR people are hoping no one will notice. If that’s the case then they would be wrong.

LUV is the SWA Way, but you pay for WiFi

They have said that the service will not be free. That’s disappointing from a business standpoint. For an airline that is full of LUV’ it would seem that one inexpensive way to build customer love would be to offer free WiFi like Starbucks. I published an article today praising the wisdom of free WiFi and rather than repeating here I’ll offer the link to the article.

(The business benefits of free WiFi)

I admit I am biting the hand that feeds me. I will only fly SWA unless I can’t get to a city with their routes. But between the political jab in Spirit magazine and the noticeably absent WiFi service I am not feeling the LUV right now. I’m sure I’ll get over it and in a few weeks I’ll be flying to Dallas on SWA and I’ll be happy to do it … but just in case Gary Kelly reads this please note that ‘thump’ you hear outside of Las Vegas or Austin might be me landing a few minutes before the plane does. You never know, some people have no sense of humor.

More Articles

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Foul Play: FIFA shows what less regulation offers to business

29 Tuesday Jun 2010

Posted by Paul Kiser in Ethics, Government Regulation, Lessons of Life, Management Practices, Public Relations, Random, Rotary, Sports

≈ 3 Comments

Tags

2010 World Cup, Blogging, Blogs, deregulation, Fair Play, Fédération Internationale de Football Association, FIFA, Football, Foul Play, Game, Government oversight, Management Practices, New Business World, Officiating, Public Image, Public Relations, Publicity, Referees, Rotary, Soccer

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

Paul Kiser

Up until today the Fédération Internationale de Football Association (better known as FIFA) believed in fate, not fair play. In FIFA soccer (better known as football) four referees are charged with monitoring non-stop activity on a ‘pitch’ that is a larger field than the USA’s National Football League (better known as the NFL) The position of FIFA has been that mistakes have been ‘part of the game,’ but today they announced that they would study the problem….which begs the question, do they know what the problem is?

Compare FIFA officiating to that of the NFL where seven referees focus on plays that take place in short time segments of action (a typical play takes 15-seconds or less.) In addition, each play is usually contained in a small area of the field. The result is that NFL referees are so reliable that they rarely make a mistake…but if they do they are backed up by instant replay.

Occasionally, the losing team will say that an NFL referee cost them the game, but in reality few have a legitimate argument to base the outcome on anything other than the players on the field and the leadership on the sideline. Officiating in the NFL creates an environment of fair play for both teams, that’s the sole reason for their existence.

FIFA's View of Sports Officiating

In South Africa the 2010 FIFA World Cup is being played and not only are the referee’s making mistakes, they are determining the outcomes. But up until today, FIFA liked it that way. Somehow the sense of fair play is optional under FIFA officiating and the skills and dedication of the players is secondary to keeping the matches subject to the whims and errors of the non-players on the field. The situation is so bad that this year’s winner of the World Cup will likely owe a debt of gratitude to some FIFA ref that helped them win a game in the ‘knockout’ rounds. No team can fully claim credit of superior gamesmanship because of the excessive, gross errors made by the referees. I do not fault the referees, because four people cannot possibly track all the action on the field for 93 continuous minutes (90 minutes? Who are they kidding?) In FIFA, foul play reigns supreme because of a lack of regulation.

A Lesson For Business
This is a good lesson for those who preach that less regulation is good for business. We have seen what happens when government is stripped back to allow business to do as they will to their customers and the market. Too little regulation leads to foul play. It always has, always does, and always will. Greed is bad, but that is what reigns supreme in unregulated business. Business ethics become an unacceptable expense in unregulated business. Good business people are forced to abandon their ethics or get out of the industry in unregulated business environment because of their competitors who sacrifice fair play in order to win at all costs. Whether it is an exploding oil platform in the Gulf of Mexico, a lead-based paint on a child’s toy, or unsustainable lending practices that will eventually destroy an economy, the cause is a lack of government oversight.

Whenever I say this to one of my conservative acquaintances they immediately quote me some instance that they heard from some source of an example of government abusing power. Yes, there are bad inspectors and absurd rules and laws that increase the cost of doing business, but I’ll take an occasional problem with government oversight to the perversion that unethical business people always devolve into when government is not there to protect us from greed. Regulated business is fair play for all and that’s what has made American business great.

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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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