Raging Employee: A Case Study For Today’s Business

26 Tuesday Feb 2013

Posted by Paul Kiser in Business, Communication, Crime, Crisis Management, Customer Relations, Employee Retention, Ethics, Government, Human Resources, Information Technology, Internet, Management Practices, Opinion, Politics, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations, Technology, Violence in the Workplace, Women

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denver post, Frank Sain, Franklin Sain, gun, gun magazine, gun violence, NRA, Public Image, rifles, Softec Solutions

Frank Sain’s Mug Shot

Last Tuesday (February 19,) police detectives visited Frank Sain at his office at SofTec Solutions in Englewood, Colorado. Sain was hired as the Chief Operating Officer for the technology company in the Fall of 2011.

As reported by the Denver Post, they questioned him about six emails he sent between February 13 and 15, in addition to voicemails left to Colorado State Representative Rhonda Fields. Representative Fields has proposed legislation to limit gun magazine capacities in Colorado. The emails and voicemails were said to be sexually and racially offensive and indicated he was enraged by the proposed legislation.

“Hopefully somebody Gifords both of your asses with a gun….”

per The Denver Post – In an email from Frank Sain to Representative Rhonda Fields

Two days after the police interviewed him (February 21) an unsigned letter was received by Representative Fields that threatened harm to both her and her daughter.

The next day Frank Sain was arrested and this past Monday the arrest was reported in the Denver Post. According to the Denver Post, Sain admits to the emails.

The situation is an important case study for business because it is the type of crisis that every business must be prepared for in today’s social media, politically charged world.

Company Public Image Issues

Frank Sain’s headshot before he was erased from the company’s website

The obvious issue is public relations. A rank-and-file employee who acts out in a public forum out can damage a company’s reputation, but to have a manager, and in this case, a company executive, who acts out creates an impression that the organization might have been involved, or at least, enabled the behavior of the person.

In addition, an organization’s website typically boasts about its executives and when one of them misbehaves it makes the company look incompetent. It is important for a company to not prejudge an accused employee; however, when the basic allegations are admitted to by the employee the organization must take quick action to divorce itself from the actions of the employee. In this situation, with the allegations reportedly admitted to by the employee, SofTec Solutions quickly responded by removing Frank Sain from their website within 24 hours of the Denver Post story.

One issue is whether or not the organization should speak out publicly regarding the employee. Many companies might choose to not create any more public exposure regarding the situation, but I feel that would be the wrong choice. Both the public and customers/clients of the company will have a negative impression of the company that will be left in everyone’s mind if not addressed. It is important that the company make it clear that the acts and opinions of their executive were not enabled, endorsed, nor condoned by the organization and some type of heartfelt statement should be made with apologies to the appropriate people.¹

SofTec Management Team webpages – Monday versus Tuesday

Human Resources Issues
Separating an employee is never easy. Separating an employee who has demonstrated rage and flaunts his gun ownership is even harder.

An organization cannot have an executive who makes derogatory sexual and racial statements and threatens to do violent harm to others. Of special concern is that in this situation the person seemed to escalate in his bad behavior after being questioned by law enforcement, signaling the potential of underlying, uncontrolled rage.

If the person can be reasoned with, it would be best to sit down with the employee and discuss the situation. Allowing the person to resign might be appropriate; however, in some cases an organization may have a duty to inform other potential employers of the circumstances of the separation. Making the employee someone else’s problem is not a smart move, especially if the company failed to warn the new employer of potential violent behavior.

The best practice in this situation might be to put the employee on paid leave for a period of time and require he seek counseling to address his behavior issues. There should be an understanding that separation with some type of severance package would occur upon compliance with the counseling requirement.

The organization should discuss the situation with legal counsel that is experienced in employee law as local, state and/or federal laws may dictate what an organization can, must, and can’t do in these types of circumstances. Engaging an expert in crisis management and/or violent employee situations should be part of separation planning.

In House Investigation
Under these types of circumstances an organization should conduct a thorough investigation of the employee’s co-workers, clients, etc. The purpose is to identify the scope of the issue. Did he confide in people who should have informed the company? Are there others who are sympathetic to him and might have behavior issues of their own? Does the company foster extreme political anger and if so, how should it be addressed? Did he act out among customers/clients and, if so, what is the impression they have of the company? Did he have an abusive email style with employees and/or customers.

There are many questions that must be answered if an organization hopes to move out of the crisis. Burying the incident may make everyone feel better, but it may turn out that the problem was just the tip of the proverbial iceberg. Training, counseling and other remedial efforts for all employees may be required to heal the damage caused by the executive who put the company into the crisis.

¹(UPDATE: Just before publishing this article, the Denver Post announced that SofTec Solutions had suspended Frank Sain and issued a strongly worded statement condemning his behavior.)

Public Relations Techniques That Kill Organizations

06 Wednesday Feb 2013

Posted by Paul Kiser in Branding, Business, Communication, Crisis Management, Customer Relations, Customer Service, Ethics, Generational, Information Technology, Internet, Management Practices, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations, Technology, Traditional Media

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anti-listening, Conservatives, Managing the message, Nancy Brinker, Planned Parenthood, PR, Race for the Cure, sim, sm, Susan G. Komen

In Part I, “Why ‘Managing the Message’ Doesn’t,” we discussed the dangers of trying to ‘manage the message’ in a Social Media world. Part II looks at the techniques used by organizations to manage the message and why they fail.

Organizations that adopt a manage the message policy for Public Relations (PR) assume that they are the controllers and manipulators of the public image of their organization, which demotes the public to the role of a mindless zombie. If that doesn’t sound stupid enough, let’s look at the methods that organizations use to manage the message.¹

[¹ I realize that I’ve used the words Manage the Message five times in the first two paragraphs; however, “insulting PR techniques” isn’t quite specific enough as there are so many of them. 😉 ]

Corporate PR: We manage the message by not listening

Anti-listening Techniques
The subtle use of anti-listening techniques is one strategy used by organizations who seek to manage the message. The concept is simple: an organization can’t be held accountable for issues that don’t exist. By not listening an organization can effectively deny existence of an issue because they can claim ignorance, therefore can deny accountability.

One example is the use of formalized procedures for communication from the stakeholders, including the public. An organization might ignore or restrict communication on their Facebook page, requiring complaints and comments to be made through a process that is more complex or requires greater risk to complainer.

EXAMPLE: From the Facebook page for a Parent/Teacher group of an Elementary School after parents discussed concerns about major changes in the school calendar:

“Please remember that this page is used for the PTC to share PTC sponsored fundraising events and activities. If anyone has comments/complaints about the school they need to be addressed with the administration.”

(From the School’s Marketing Director)

The strategy of denying open discussion of issues allows an organization to divide and conquer people who may object or have a strong reaction to negative events or significant changes. By restricting public comment on their website or Social Media formats such as Facebook, an organization can prevent all but the most committed people from voicing their opinion or concern. For those that do comment, the organization can hide dissent and concerns behind a veil that only they have access to, so the true scope of the issue is hidden from public.

The problem with this technique is that issues or concerns do not go away by ignoring or hiding them. Whether expressed or not the reaction exists and it impacts the public image of the organization. A divide and conquer strategy increases the reaction once people discover that others share their concerns. In the Social Media world, the truth will eventually come out through a disgruntled customer, employee, or other source. Once the full scope of the deception is exposed the organization will lose all credibility and once the organization loses credibility the public image is also lost.

In January of 2012, the Susan G. Komen Foundation was receiving massive condemnation for a politically charged decision to defund Planned Parenthood. Rather than accepting that the public voice was valid, CEO Nancy Brinker attempted to double down on their position by claiming a bogus conservative-initiated Congressional investigation was reason to deny the grant requests by Planned Parenthood. Her efforts to paint an obvious conservative-motivated action as justified left her and the organization looking like right-wing wackos who had no clue that the organization depended on the perceived goodwill of the public.

By the time they tried to back peddle and fix the problem it was too late. Race For the Cure events in 2012 lost as much as one-third of the participation from the previous year and many donors question the use of their money by the Foundation. The irony is that Nancy Brinker had founded the organization thirty years earlier in her sister’s memory and now the Susan G. Komen name is not so much a symbol of fighting breast cancer as it is a reminder of conservative attempts to use backdoor methods to inflict their religious beliefs on everyone else.

MONDAY: The Dark Side of PR: Distraction and Deception Or ‘Armstronging’ the Public. When ethics are not a consideration, an organization is headed into a downward spiral that will almost always end with a public image that can be fatal.

Why ‘Managing the Message’ Doesn’t

05 Tuesday Feb 2013

Posted by Paul Kiser in Business, Communication, Crisis Management, Customer Relations, Customer Service, Employee Retention, Ethics, Information Technology, Internet, Management Practices, Opinion, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations, Technology, Traditional Media

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BP, Cool Hand Luke, Managing the message, Mitt Romney, PR, Public Image, Race for the Cure, Susan G. Komen, Tony Hayward

“What we got here….is a failure…..to communicate” Captain, the Prison Warden in Cool Hand Luke

Captain (Strother Martin) in 1967 film, Cool Hand Luke knew how to manage the message

If you are a business professor teaching students the importance of ‘managing the message,’ or a Public Relations (PR) firm telling your client how to ‘manage the message,’ would you please stop. No, I mean stop right now. In fact, contact everyone you have taught or advised and tell them you were wrong then refund their money.

CEO Tony Hayward got his ‘life back,’ but BP is still in PR clean up mode in the United States

‘Managing the message’ cost Mitt Romney the Presidential election. It severely damaged Netflix in 2011. It cost a BP CEO his job. It took the Susan G. Komen Foundation from being a major player in non-profit foundations to one that has to hide its name in shame.

Why?

First, ‘managing the message’ doesn’t work. Second, it’s a cowardly way to approach public relations. Third, it’s stupid advice. Fourth, it will end up causing major problems up to and including the end of an organization.

‘Managing the message’ assumes a person has control over the message. That would be a stupid assumption in a world driven by Social Media. John F. Kennedy’s words should be amended:

You can fool all of the people some of the time….until Social Media picks it up and then you’re screwed.

PR is no longer about creating an image. That was true back in the day individuals had no voice and people were subjected to mass advertising in every thing they watched, heard, and read. That was yesterday. Today an organization’s image is created by everyone who comes into contact with the organization. Customers, especially angry ones have as much of a voice in an organization’s public image as the Vice President of Marketing. Today PR is about listening and being honest and real in everything you say and do. That is something that can’t be faked or managed.

Reaction Avoidance
Managing the message is mostly about reaction avoidance. The idea is that if an organization handles it correctly, any negative situation will be minimized. The technique acts like a dam that has a short-term benefit, but a long-term disaster. When a PR crisis occurs the first instinct is to pretend there is no major problem. That is the start of a PR death spiral that only leads to bigger and bigger denials until the organization appears to be run by fools. By then executives turn and blame the PR staff for not ‘managing the message’ better.

TOMORROW: Public Relations Techniques That Kill Organizations. The two common techniques that characterize an organization who is trying to manage the message and why they fail.

Why You Hate Facebook and Can’t Stand Twitter

04 Monday Feb 2013

Posted by Paul Kiser in Aging, Business, Ethics, Generational, Information Technology, Internet, Lessons of Life, Pride, Public Relations, Relationships, Social Interactive Media (SIM), Social Media Relations, Technology

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Facebook, personality, Privacy, Privacy on the Internet, Twitter, work behavior

Social Media Violates the Dual Work/Home Personality

You hate Facebook and can’t stand Twitter. You are mystified as to why anyone would want to share their personal information on the Internet and you probably make fun of people who do. The surprise is that it’s not because you’re male or because you’re over 40. But you are.

The reason Social Media is such an annoyance to you is because it goes against everything you were taught as you grew up. Social Media exposes your private persona and violates the boundary between your professional and personal identities.

Self Identity Devoured By The Corporation
Industrialization in the 19th and 20th centuries changed reshaped the life of the American male. As employment opportunities switched from being primarily farmers and small business owners to employees of the factories and corporations, workers found that their on-the-job behavior had to conform to company expectations. Job advancement within the company structure depended on a bosses perception of the perceived professionalism of the employee and not who they were in real life. That transformed the American worker into an actor who performed by the company script while he was under the watchful eye of his employer.

This division of a person’s life between home and work created a dual personality in men. At home a man was relaxed, caring, and spontaneous, or ‘unprofessional.’ At work a man was controlled, self-conscious, and unemotional, or ‘professional.’ As corporations became bigger, the division between the home and work personas became deeper to the point that a man might not be recognizable to his co-workers if their paths crossed outside of the work day.

Enter Social Media
Social Media tools like Facebook and Twitter have no work/home boundaries. The idea that a man should have a two personas is laughable in a Google searchable world that exposes the smallest of lies. That cold and tough business man doesn’t look so tough or cold when he posts pictures of his family activities on Facebook and that strips a man of his power base. The fake professionalism at work that empowers him can’t compete with the real person revealed on-line. The more a man’s power is dependent on his ‘professional’ persona, the more likely he is to abhor Social Media.

However, men who are angry about the lack of privacy in Social Media are trying to wage a hopeless battle to protect the nurtured idea that they must maintain two separate personas. The problem is that humans were never meant to divide their lives. Who we are at home is who we should be at work and vice versa.

It is understandable why you hate Facebook and can’t stand Twitter. They expose your greatest vulnerability…the real you. Perhaps someday that won’t seem like a vulnerability to you. And perhaps someday you’ll understand that the real you is not your weakness, but your strength.

Perhaps.

Coming This Week

03 Sunday Feb 2013

Posted by Paul Kiser in Business, Communication, Crime, Crisis Management, Customer Relations, Customer Service, Ethics, Generational, Information Technology, Internet, Management Practices, Privacy, Public Relations, Social Interactive Media (SIM), Social Media Relations

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Facebook, PR, Social Media, Twitter, Upcoming

My apologies for those of you who received an email alert regarding the article titled: Why ‘Managing the Message’ Doesn’t. It will be published this week; however, due to an error on my part it was briefly available late on Friday.

Currently I have three articles that will be published this week. They are as follows:

Monday: Why You Hate Facebook and Can’t Stand Twitter
Tuesday: Why ‘Managing the Message’ Doesn’t
Wednesday: Bad Public Relations Techniques That Kill Organizations

These articles should be available by 6:30 AM PST on the day it is published. I am also working on an article regarding ‘Grievance Collectors’ that I hope to publish be the end of the week.

Thanks for reading!

Paul

Conservative Credibility Account is Bankrupt

05 Wednesday Dec 2012

Posted by Paul Kiser in Business, Communication, Ethics, Government, Honor, Internet, Opinion, Politics, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations, Taxes

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fiscal cliff, John Boehner, President George W. Bush, tax hike, wealthy

To be relevant you have to be credible and conservatives have spent all their credibility:

Bush Logic: Trust me. I know what I’m doing

George W. Bush was going to force government to be smaller by taking revenue away via massive tax cuts. Then he made government even bigger and spent our country into debt.
Mitt Romney changed his position on issues on a weekly basis resulting in a trust deficit that he couldn’t overcome.
Oil companies and wealthy business men paid millions of dollars to finance conservative candidate’s political campaigns filled with deception and lies that were exposed within hours through Social Media.
Republicans vowed to obstruct President Obama efforts at all costs and blocked any legislation or appointments for two years, then tried to blame Democrats for not being able to ‘reach across the aisle.’
Republicans concept of smaller government and less regulation resulted in higher unemployment and unethical business practices that destroyed our economy.
Conservative Investigation: Celibate males testify about women’s contraception
Elected conservatives males demonstrate the absurdity of their positions on abortion and contraceptives exposing an underlying misogynistic attitude.
Conservative white state legislators in the South pass laws targeted at Latinos and minorities to discourage them from voting revealing a racist attitude.
Conservatives ironically insult minorities and Liberals as lazy, ‘takers’ who only seek handouts from the federal government while they seek to live in the United States of America without paying taxes for the privilege of living and working in this country.
Boehner Math: 7.5% = 50%

Now conservative House Representative John Boehner is pushing the deception that a tax hike on the wealthiest 2% will impact fifty percent of small businesses. The fact is that a tax hike on those who have over $200,000 of personal income ($250,000 for married filing jointly) will affect only 7.5% of small business owners.

What is shocking is that the small percentage of wealthy small business owners pay themselves $200,000 or more out of their business account for fifty percent of all small business revenue. Note that the money is going into their pocket, not reinvested into the business, nor used for hiring more people, but into their personal account. Boehner is trying to protect the interests of the greediest of small business people.

92.5 percent of small business owners will not be impacted by this tax hike, but Boehner continues to try to deceive America into the belief that he is protecting small business owners.

The Republicans have exhausted their credibility and still they continue to try to deceive rather than serve America. It’s hard to understand conservatives pursuit of deception as a political tool. If the last election demonstrated anything it was that the majority of America could not be bought or deceived. Social media quickly exposes lies and deceptions and yet Republicans continue to behave as if they live in an Orwellian 1984, and people will believe whatever they want them to believe.

A Liberal Response to Conservative Secessionists

19 Monday Nov 2012

Posted by Paul Kiser in Ethics, Government, Government Regulation, Honor, Internet, Opinion, Politics, Respect, Taxes, US History, Violence in the Workplace

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Secede, Succession, Sucessionists

Stars and Stripe Temporary? Their new flag all white with a red banner saying, “It’s All About Me”?

I think it is important that Liberals keep an open mind about conservatives that are bitter about the results of this month’s election. There are some conservatives who are so angry that they want to secede from the United States of America and that might upset some Liberals because it’s an affront to the dignity of America. Our country is based on the premise that after we vote we all agree to accept the results of free and unbiased elections and work together under the elected leadership.

It is not a bad thing to allow people to express their disappointment by peacefully creating a petition that is born out of anger. Liberals place the highest regard for the rights of ALL Americans, and even though it is reminiscent of a three-year-old’s temper tantrum, we should not discourage anyone from expressing their opinion, no matter how childish or immature.

I stand by the right of anyone to reject the United States of America, that land the built and maintains the Interstate Highway System, created and maintains our national parks, built hydroelectric dams, educated millions of young Americans, protects our ethical civil and business environments, and created the Internet. It is the right of every citizen to declare that they no longer want to be a citizen.

For those so inclined, the White House has a webpage where anyone can create a petition, like the petition to Nationalize the Twinkie Industry, or add their name, email address and zip code to those who want to express their hate for this country and for what it stands.

I must admit that I do have some concerns about the people who are so angry that they are ready to give up all that the United States of America has to offer in order to ‘go it alone.’ That smacks of a survivalist attitude of it’s-all-about-me by people who are ready with their guns to kill anyone who my be a real or imagined threat. It is from this group of angry people who, with a touch of mental illness, would be most likely to hurt or kill innocent people.

I wish there was a way we could collect their names, email addresses, and zip codes so that law enforcement could keep an eye on them before they express their hate for their fellow citizens through an act of violence. Oh wait, they gave that information when they signed the petition. For a group of people who eat government conspiracy theories for breakfast, lunch, and dinner, they might have thought this one through a little better.

The Petraeus Lesson: Use Your REAL Name

16 Friday Nov 2012

Posted by Paul Kiser in Aging, Branding, Business, Communication, Ethics, Generational, Honor, Information Technology, Internet, Lessons of Life, Pride, Privacy, Public Relations, Respect, Social Interactive Media (SIM), Social Media Relations

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David Pertraeus, Email, private life, Public Image, public life

David Petraeus knows about public image, but he believed an alias online was not public

Men my age have been taught the we should have two personalities. There is the ‘professional’ persona that we wear in our public/business life, then there’s the ‘real’ personality that we only show when we are off the stage. That worked when there was a clear division between public and private life. For most of my life I knew that the person I knew at work was not the same as the person who was in the backyard with a beer in his hand.

A baseball cap and polo shirt don’t mask the person, why would an email alias?

The Internet changed all that, but somehow older men didn’t get the memo. When we found out we could create an email account like ‘secretagent007’, ‘mysteryman’, ‘mrinvisible’, etc., we really believed we could say anything we want, do anything we wanted without anyone knowing who we really were. I admit, it is a seductive concept that our professional/public persona could remain unknown online, but the fact is that anything we say or do online is recorded in history and will always be attached to us.

The Petraeus Lesson is simply this: USE YOUR REAL NAME EVERY TIME EVERYWHERE. Don’t allow yourself to be sucked in that YOU are smarter than every one of the 7,079,446,910 people on Earth. Never, ever, ever log on, create an email, or register for a social media site using a false name. If you have an email that doesn’t use your real name then get rid of it and get another one. This is 2012, and you need to know that what you say and do online is public. Period.

I know we older, white males were raised to believe in two personas, but it is a myth that we need to get over. It’s not a privacy issue, it’s a ‘am-I-smart-or-am-I-stupid’ issue.

What America Must Do: Step 6 – Reinvent Higher Education

14 Wednesday Nov 2012

Posted by Paul Kiser in College, Communication, Education, Generational, Government, Higher Education, History, Information Technology, Internet, Opinion, Politics, Public Relations, Taxes, Technology, The Tipping Point, Traditional Media, Universities, US History

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college degree, faculty, professors, state run, students, tuition and fees, universities

Sans Students: Is this what university classrooms will look like in 2020?

Higher Education is an unmovable object with an unstoppable force heading straight for it and universities are at ground zero. Classrooms as we know them may be doomed and the question is whether our country will lead the world in adapting to a new model, or whether we will be the last ones to accept reality.

The Value of the College Degree
The unmovable object in Higher Education is importance of the college degree in American commerce. Business lives or dies on information. The person who can access, filter, analyze, organize, and explain information tends to be valuable in a company.

High schools are tasked to help students graduate with basic competencies, but they are dealing with children who are still maturing into adulthood and that process needs to be complete before they are morphed into business men and women.

Those who believe high schools should be vocational schools are assuming that all children will become a construction laborer or office drone, so why bother with college prep? The concept of education as a training ground for corporate zombies is too simple-minded to apply in a country that encourages all citizens to reach their maximum potential.

College is where young adults are given the tools to become valued business leaders. College classes require a student to learn how to access and report information, which is central in business competitiveness. The business that can out think its competition always wins, which may be why many top businesses are more concerned about the degree, not the major. A college degree is more than a piece of paper, it is a badge of achievement that says this person is ready for the business world.

The Relentless Rise in the Cost of College
The unstoppable force is the rising cost of a college education. With cuts in federal and state budgets a greater share of the burden is being heaped on those who are least able to avoid it. In Mitt Romney’s failed bid to be President he suggested that students should borrow from their parents to pay for college. That was one telling sign that Romney is out of touch with the real world the rest of us live in.

March 2012 protest in Sacramento over tuition hikes

In 1991 the annual average cost for a university education was at $7,602 or over $30,000 for four years of college. In 2001, that annual cost had risen to $12,922 or over $50,000 in four years. In 2011, the annual cost had risen to $22,092, which meant it cost over $88,000 for the average college four-year degree. That is the equivalent of buying a new car every year a student attends college. If the trend continues it will cost a student an average of over $41,000/year for college by 2021, which means a four-year college degree in 2021 may cost over $167,000.

Students and their parents are already outraged by the rising costs, but it is universities who control the expenses, and therefore control the costs.

Based on current trends, the average annual cost for college may exceed $40,000 by 2021

Students want to be competitive for careers that will lead them to higher paying jobs, but they have no means to afford college and the list of parents who CAN pay over $22,000 a year for four years are on a first name basis with Mitt Romney.

The Other Unmovable Object – Faculty
Teachers at the college level have traditionally been considered the most important asset to a university and for centuries they were treated with dignity and respect by administrators, but financial pressures have made them a target for saving money. While students face escalating tuition and fees, university faculty are also a target of the unstoppable force. Professors have been constantly asked to accept budget cuts and teach more students for the same, or lower pay.

Some universities have replaced expensive tenured professors with temporary faculty employed by contract on a semester by semester basis. Temporary faculty make a fraction of a full, tenured professor. Not surprisingly, a teacher that may not be offered a contract the next semester tends to be more accepting of increased class sizes, or other cost-cutting measures.

What may be surprising is that a college teacher is likely not receiving a significant portion of the tuition paid by the students in his or her classes. A temporary professor may bring in $100,000 or more in revenue each year for the university, but a temporary professor is often paid less than $4,000 per class with no benefits. Low pay and increased pressure to do more for no additional money makes the teaching environment unpleasant for the student and professor.

A Revolution Caused by the Internet
Ironically, the Internet was originally intended to allow one university to have quick access to the knowledge database at other universities and research laboratories. As it expanded and became commercially available in the late 1980’s and early 1990’s the public began to have access to a vast storage of on and off-campus knowledge without a student ID. Within a decade homes across the world were linked into a mass of dynamic information via business and personal websites, blogs, chat rooms, and other social media sites.

Suddenly anyone could access information and share ideas and they didn’t have to pay tuition to have easy access to it. Certainly some of the information was in error, but often people found information that outpaced the knowledge produced in books. Universities no longer held the monopoly on information.

Government Must Change
State governments and Higher Education face these problems:

A college degree is still a valuable achievement and desired by the public and business.
Tuition and fees are too high and the public can no longer afford them.
Professors have been devalued in a system where more and more of the revenue is channeled away from the them.
University administrators and government legislators have created a paradigm for Higher Education that is unsustainable.

Social media has changed the expectations of the public. People expect to be able to have ready access to anyone to whom they are paying for a service.

Controlling advanced knowledge within ivy covered walls is no longer possible in a world where anyone can do a Google search and know as much or more about the most current knowledge on any topic. However, just doing a Google search does not teach a person how to filter, analyze, organize, and report that information.

State-run universities have a unique opportunity to reinvent Higher Education. The challenge is that they are the most unlikely to do it. Administrators have Accreditation organizations that are established to dictate what Higher Education is and will be today and tomorrow based on the best practices of yesterday. That doesn’t work in a world where today is already history that was recorded by over 340 million tweets a day (March 2012 data.)

When the unstoppable force hits the unmovable objects (value of a degree and the need for faculty) few things about Higher Education will remain unchanged. Now is the time for State-run universities to dodge the upcoming annihilation and take the lead in reinventing Higher Education. They can start considering the following guidelines:

Tuition must stabilize and regress. Fees should be eliminated. Universities can assume that there will be no money available to siphon off for student activities, the football program, or any other money-absorbing entity.
Support materials (textbooks, etc.) will be digital only and the cost will be pennies on the dollar of what students have been paying. Goodbye, McGraw-Hill. Hello, Faculty Publishing.
Classrooms will be more like Boardrooms with fewer students where the Professor is the CEO of knowledge and students must bring their best or beg for a second chance with someone else. Much of the lecture and information gathering will be done via webcasts and/or outside of class time. ‘Class’ will be where the work outside the classroom is brought in for discussion and idea sharing.
Class schedules will not follow a semester system and will be on a schedule that is more like a project team.
Faculty will lead students while at the same time work toward advancing knowledge on the subject matter.
The most important person to the student will be the educational coordinator (i.e. Counselor or Adviser in the old paradigm) who will create an individualized degree that is based on achieving a level of mastery information handling, not a number of credit hours.

The framework in which this happens must be within a government structure. Private enterprise has proven that when they try to create a system of higher learning they fail. It solves nothing to make Higher Education a profit-based program that is a poor imitation of the old, outdated model. If government can successfully create a new model it will make the United States of America the leader of advanced knowledge. If not, we can expect to be exporters of our future.

Links to:

What America Must Do: Step 1 – Silence the Wackos in Politics
What America Must Do: Step 2 – An Extreme Makeover of Government at All Levels
What America Must Do: Step 3 – Restore Government Revenue and Fair Taxation
What America Must Do: Step 4 – Balanced Budget By 2015, Debt under 50% of GDP by 2020
What America Must Do: Step 5 – Restart a Federally Run Space Program

Netanyahu Pushes America To Another War, Romney Eager To Oblige

14 Friday Sep 2012

Posted by Paul Kiser in Communication, Ethics, Government, History, Internet, Opinion, Politics, Public Relations, Religion, Respect

≈ 4 Comments

Tags

Benjamin Netanyahu, Cairo, Conservatives, Israel, Middle East, Palestine, Palestinians, President Barack Obama, red line, Violence, War, Willard Mitt Romney

Netanyahu to US: “Isn’t it time for another Middle East war?”

On Tuesday Israel’s Prime Minister Benjamin Netanyahu goaded the United States into a war with Iran. Demanding that the United States set conditions for war by establishing a ‘red line’ for which the United States would begin another war in the Middle East if Iran crossed it. Conservative Presidential candidate Willard Mitt Romney seems eager to appease Netanyahu by whining about President Obama’s work to end the existing wars in Iraq and Afghanistan, and assuring voters that if he is elected he will move quickly to send America’s young adults back into war.

Netanyahu used unilateral actions at Jewish/Christian/Muslim holy sites in 1996 and 2010 to insult and spark riots by Muslims

Netanyahu is no stranger to goading people into violence. In 1996, while throwing roadblocks into the peace process with Palestine, he authorized work in the Muslim Quarter of Jerusalem that was guaranteed to anger the Palestinians. His ‘in-your-face’ act caused three days of riots and took 80 lives. Like the brother who knows how to get his sibling into trouble, Netanyahu modus operandi is to push others into violent acts by doing something that seems innocent, but is actually extremely insulting.

By stimulating violence, Netanyahu was able to justify moving Israeli forces in to Palestinian-occupied Hebron in January of 1997. Eventually he was able to stop the peace process by refusing to compromise on any significant issue. Netanyahu has a consistent history of being the naysayer to any peace effort between Israel and Palestine since 1996. He also has pushed for issues that are designed to irritate Arabs, such as continue settlement of Israelis in Arab-controlled lands. Netanyahu’s provocation of Palestinians and other Arab countries has left the Middle East in turmoil and set the stage for violent groups in the Arab world to fester and grow.

The interesting coincidence is that just as Netanyahu is pushing America to go to war with Iran, Arabs are once again goaded with a mysterious film¹ on YouTube that mocks Mohammad. Riots in Muslim countries have resulted in attacks on American consulates in Libya and Yemen, killing J. Christopher Stevens, America’s Ambassador in Libya, and three other U.S. diplomats. The cast and crew of the film were misled as to the purpose of the film and the producer’s name has turned out to be fictitious. No one seems to be able to determine who actually produced the film, but it is clear it was intended to incite violence.

In addition, Romney’s reaction to the attack on America’s consulate was so rapid that one has to question if Romney’s campaign was anticipating a significant foreign anti-American event and pulled the trigger on condemning President Obama’s even before there was a reaction from the administration. Romney’s campaign misfired by citing a statement from the U.S. Embassy in Cairo from Tuesday morning that condemned to provocation of the mysterious film prior to the attacks on the American consulate in Libya.

Romney’s campaign is citing America’s “freedom of speech” as the excuse for provoking Muslims with this film; however, conservatives are the first to react with rage over burning the American flag or defacing a Bible. American conservative anti-Muslim groups have now been connected to the latest efforts to promote the film on YouTube, and these groups are known to be rabid anti-President Obama groups.

The timing of this film, Netanyahu’s provocation, conservative promotion of the film, and Romney’s quick, albeit inappropriate, response to the violence seem to indicate that a connection is possible as part of an effort to motivate conservatives to support Romney’s sputtering campaign and his inept foreign policy efforts with allies and foes.

(¹The name of the film and a link to the film are intentionally absent in this article.)

NOTE: The acts of violence toward United States Embassies and personnel cannot be excused regardless of the provocation. This article is not overlooking the shameful thugs who are taking an opportunity to injure and kill innocent people. They should be identified and punished for what they have done. However, just like the person who enters into a theater and yells fire just to create a panic, the person(s) behind this inexcusable film that incited the outrage should be held responsible for lighting the fuse that caused the social bomb to explode.

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

10 Monday Sep 2012

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

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

Marissa Mayer: Management by Destruction

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

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

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

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

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

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

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

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

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

No Reason to Yahoo Behind This Sign

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

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

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

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

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

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

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

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

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

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

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 Newspaper Goes Behind the Wall…to Die

11 Friday May 2012

Posted by Paul Kiser in About Reno, Business, Communication, Customer Service, Employee Retention, Ethics, Generational, History, Human Resources, Information Technology, Internet, Print Media, Public Relations, Social Media Relations, Technology, Traditional Media, US History

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Newspapers, online, Reno Gazette-Journal, RGJ, Subscription fees

RGJ’s main bunker…entrance in Reno

The Reno Gazette-Journal (RGJ) recently decided to lock themselves behind a wall and it will cost you at least $12/month to see what they have hidden. Does anyone else see the problem with this business model?

Allow me to reconstruct the history of news media in America to understand why this is a death sentence to the RGJ.

In the 1800’s newspapers owned the information world

1700-1900
In the 1700’s, newspapers became the source of community news. These newspapers often portrayed a political view, but were THE source of information in a society where travel was limited and information scarce. Writers and editors often became key figures in the social and political structure as the gatekeepers of what would be printed.

Radio was faster, but newspapers were corporeal

1900’s
The invention of radio and television gave new options to the public on how they accessed news. The radio offered broadcast news that reached more people faster; however, newspapers remained the source of news because it existed in corporeal form. News transmitted on radio waves disappeared if a person wasn’t in front of the radio during the broadcast. Newspapers; however, almost always gave more a more in-depth account of the events.

Television came shortly after radio and added the exciting features of seeing the reporter and moving images of events; however, newspapers continued to be the best source of significant events.

CNN was to newspapers what Wal-Mart was to Mom & Pop stores

1980
CNN was the first real threat to newspapers. It offered news 24/7/365 and it often relayed events in progress. People no longer had to wait for a newspaper’s version that would come the next day. The newspaper still had the corporeal advantage because CNN would eventually move on to the other news while newspapers could be read anytime. Newspapers also still gave more in-depth reporting on local news issues.

1995
It wasn’t until the creation of the Internet that newspapers faced a challenge that would threaten their existence. The public use of the Internet stripped newspapers of almost every advantage they held. News was not only reported, it was discussed and people reacted in real-time. With the development of the Google search engine topics could be accessed and researched at any time anywhere there was Internet access. The news was no longer filtered and limited to what an editor thought people should know, but rather raw information reached individuals who made their own decisions on what was significant to them.

Reporters who spent years in college and thousands of dollars in tuition and books now found themselves competing against bloggers who had no editors to please. Reporters might get the story and accurately report it to their community but in a real-time world their information was just following up to what people already knew. Newspapers have adapted by presenting an online version of the information that will be in the next day’s paper and that has helped writers compete and be read; however, investors want profit and that is the heart of the dilemma.

The Reno Gazette-Journal has decided that they will create demand and increase revenue by limiting access. That is a rational position to take if you have a product that has significant value and demand, but newspapers and their value appeals to a diminishing demographic. Older white males are dying off at an incredibly rapid pace and newspapers have little demand or value to younger, non-white, non-male demographics. How does RGJ expect to gain new readers by charging for access who have free access to local online news through three Reno television news station’s webpages?

There is another problem with RGJ’s decision that may impact the quality of writing. A writer for RGJ has to accept that their audience will be extremely limited. Blogs will exist for decades and are be searchable to anyone in the world. An RGJ reporters work is locked away behind a wall forever. Who wants to dedicate their life to writing and have it unread? Over time writers will have to decide how much damage RGJ is doing to their career by locking their work behind a pay wall. Once the good writers are gone, what value will the Reno Gazette-Journal have to anyone, paying or otherwise?

PR & SM Nightmare: Komen Foundation Race To A Self-Inflicted Kill

03 Friday Feb 2012

Posted by Paul Kiser in Branding, Communication, Ethics, Honor, Information Technology, Internet, Management Practices, Politics, Public Relations, Religion, Social Interactive Media (SIM), Social Media Relations, Women

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Karen Handel, Nancy Brinker, Planned Parenthood, Public Image, Race for the Cure, Susan G. Komen

Founder & CEO Nancy Brinker leading a PR disaster

It is a public relations worst case scenario.

The decision-makers in an organization make a bad decision and then after it becomes public, the organization desperately seeks to ignore the obvious. Unfortunately, in a Social Media world, making a bad decision is tragic enough, but to try and deny the obvious is fatal. Such is the fate for the Susan G. Komen Race to the Cure foundation.

When a for-profit angers their customers they may see a downturn in sales, but often the customer often has some dependency on the product or service, so they may be willing to eventually forgive and forget.

Non-profit organizations are different. Non-profits depend on public goodwill and in the case of the Susan G. Komen foundation, they are heavily dependent on the active involvement of volunteers and donors of all political and religious views for their Race For the Cure® runs. While the Komen foundation’s purpose is noble, there are many organizations working on behalf of cancer victims and raising awareness of cancer issues. The Komen foundation has no lock on those people who have supported them in the past and continued goodwill is necessary for their continued survival.

A View To A Kill
The Komen foundation had been haunted by religious and conservative political groups once it was learned that grants by the foundation had gone to Planned Parenthood. These grants were specifically for women’s breast health issues, but the conservative groups kept pressure on the foundation to stop all funding of Planned Parenthood.

Karen Handel and Sarah Palin at campaign event

Enter Karen Handel, a rabid anti-choice advocate. Handel unsuccessfully ran for Governor of Georgia in 2010, on an anti-choice/defund Planned Parenthood platform. Her campaign was endorsed by Sarah Palin and Arizona Governor Jan Brewer. Handel narrowly lost in a primary run-off election. In April 2011, The Komen foundation hired Handel as Vice President in charge of public policy. The choice of Handel in this position was a clear message the Planned Parenthood funding would be in jeopardy and the first step in the PR nightmare to come.

In December 2011, the Komen Board of Directors created a procedural rule that would allow the organization to defund Planned Parenthood. The reaction within the organizations was immediate. According to an article by Jeffrey Goldberg in The Atlantic, Mollie Williams, the senior public health director quit in protest. At least two sources in Goldberg’s article indicate that the procedural rule was invented to allow the Komen foundation to cut funding to Planned Parenthood.

After the decision became public the reaction throughout Social Media was quick and massive. People began announcing their condemnation of the decision and that they would no longer support the Komen foundation and the Race For the Cure.

A Possible PR Save?
Once the scope of the reaction became obvious, the Komen foundation might have had a public relations opportunity to save the organization by voting to reverse their decision and immediately firing Karen Handel and any others responsible for putting the organization in a public image blood bath. That move would have instantly made them the target of conservative political and religious groups, but the organization had already experienced that pressure. A reversal would have helped to restore their public image and bought back some goodwill.

The one thing they could not do was spin the decision to try and make it look palatable to the non-Conservative public.

The Nail In The Coffin
Rather than facing up to the bad decision the Komen foundation, led by CEO and Founder Nancy G. Brinker, instead began aggressively spinning the decision and denying the conservative religious and political motivations. Choosing to stand by the decision has now compounded the PR disaster assuring a slow and dishonorable death for the Komen foundation. Blogs are discussing the organization’s budget and how much money is retained for administrative costs. Certainly they might gain some short-term financial support from well-financed Conservative donors; however, they will not be able to replace the legions of volunteers who made The Race to the Cure possible in communities throughout the country.

It is apparent that the Susan G. Komen foundation leadership has little understanding of the impact of Social Media on public relations. They have acted as if they were operating in 20th Century media environment where a bluff could be held through a news cycle and the voice of the organization could drown out the facts of a situation. Now Nancy G. Brinker has spent all her credibility and has become the face of the scandal. Unfortunately, there is no turning back now. The Race For the Cure has made themselves political by making this decision, and by trying to spin the story they have made a serious wound a fatal one.

UPDATE:

At approximately 8:30 AM PST on Friday, February 3, 2012, CNN said the Komen Foundation was reversing its decision and would fund Planned Parenthood.

4 Reasons Why Foursquare May Be Bad 4 Your Business

31 Tuesday Jan 2012

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

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Check-in, Customer Loyalty, Foursquare, Mayor

Consider the Consequences Before Posting These

Foursquare is supposed to be a fun Social Media tool that can help a business to identify their most loyal customers and promote patronage. By ‘checking in’ using their smartphone with a GPS function, a Foursquare user let’s the business and the user’s friends know that they are there. If a user checks in at a business more often than everyone else he/she can become the ‘Mayor.’ That sounds like a great idea, but there is a dark side that could lead to Foursquare chasing customers away from a business. Here are four reasons why you may want to discourage Foursquare from being a part of your enterprise, especially if you have significant customer traffic.

Negative Comments
Foursquare encourages users to give ‘tips’ to other Foursquare users. I often see negative comments as a tip. At one Starbucks I noticed that the tip that shows up when I check-in states, “Don’t come here if you’re in a hurry” That tip was left on May 6, 2011. Negative comments will haunt your business for months. Not a great first impression for a first time customer.

Competition Between Your Customers
Foursquare pushes your customers into a competition for the prize of being the Mayor. Not all Foursquare users are rabid about becoming Mayor; however, competing customers can be good or bad for your business. Under normal circumstances the competition can lead to more customer visits by those who are trying to rack up more check-ins; however, if becoming Mayor is important to a user, too much Foursquare competition could make a regular customer become frustrated. There will only be one Mayor and if that user has a lock on the Mayorship, then other users may decide to go to a competing business or store where they have a better opportunity to become Mayor.

Not All Check-ins Equal
In addition to competition, there is an issue with fairness of the Mayor selection. On the face of it the Mayor should be the customer with the most check-in days, but that is not exactly the way it works. I have 49 check-ins in the last 60 days at my favorite Starbucks but the user who is the Mayor only has 45 Check-ins. Why is that user the Mayor? Apparently some of my check-ins don’t count even though I have 32 days in a row of check-ins at this Starbucks and the Mayor was out of town for a week during that time. I am consistently listed as 3 days away from being Mayor. I contacted Foursquare for an explanation and other than an auto-reply that they received my request, there has been no response.

Rewarding Customer Loyalty Not The Primary Goal
Foursquare would seem to be a great method for identifying and rewarding your most loyal customers; however, Foursquare is, in large part, a game and rewards those who are the most competitive, not the most loyal. While most employees can quickly recognize their loyal customers, they may not be able to recognize who the Foursquare Mayor is for their business. This is especially true of businesses with a high volume of customers and/or with a drive-thru window. The Mayor may be the person who simply plays the game and has little interest in supporting your business. If your business offers a special to the Mayor or attempts to recognize Foursquare users in some way, it could be insulting to loyal customers who feel they have neglected for their support of your business.

While Social Media tools like Foursquare can be useful in a business environment, it is important to consider the limitations and risks of employing them into your customer service plan.

New Religion For Business: Believing in the ‘L’ Word

23 Wednesday Nov 2011

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Information Technology, Internet, Management Practices, Public Relations, Social Interactive Media (SIM), Social Media Relations, Technology

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DataSift, Facebook, filtering, listening, Nick Halstead, Rob Bailey, Twitter

Paul Kiser

For a hundred years the Church of the Big Sell has preached to enterprise decision-makers that they will give a voice to their company…for a price. Media chieftains told the world of business that the customer is a commodity that can be manipulated and controlled with the right ad campaign, the right slogan, the right spokesperson, or the right look. Then came Social Media.

Social Media has put a lot of business traditionalists in a tailspin. It turns out that the customer is not a commodity and they hate it when they are treated like one (e.g.; Netflix, United Airlines, Bank of America, etc.) Customers are people and they have feelings, wants, likes, and dislikes.

Facebook and Twitter gave the people fire and they liked it. Now the customer has a voice and they use it. They talk. They converse. They express. They judge. Not only do they have a voice, they now have the power to turn off advertising…and they do.

The Church of the Big Sell is burning and the voice they were supposed to give to business is wasted on ads in newspapers and magazines that nobody reads, radio and television commercials that nobody listens to or watches, and yellow pages books that go from the front doorstep to the recycling bin…unused. Social Media took away the microphone of enterprise because people are tired of being preached to by the Church of the Big Sell.

Business is realizing that customer interaction has changed. Enterprise in a Social Media world is not about talking, but about listening. Listening is the alpha and omega of the Social Media world. Almost everything a business needs to know is there, if they listen. A new church is being built on the ashes of the old and the religion is based on the ‘L’ word.

Listening is not as easy as it sounds (pun intended.) Social Media is noisy. Too many voices, too many issues. A restaurant owner does not need to know that Emily had a great date last night…unless Emily’s date was at his restaurant. Then he might want to know that Emily’s date was great despite her eating experience, where the food was cold, the parking a pain, and the service rude. The restaurant owner might also want to know that nine of Emily’s friends responded to her Tweet by agreeing that his restaurant sucks and they will never eat there again.

Rob Bailey - Head of US Operations and new CEO of DataSift

Tools of Listening in the New Church of Social Meda
Paring down the noise of Social Media is a major challenge for a business and the new religion has new tools. “The amount of Social Media that people are producing is doubling every year…,” explained Rob Bailey, who is the head of United States Operations for DataSift, a Social Media filtering platform for business that was launched last week. Bailey said that there are three steps in refining raw Social Media into relevant information for any enterprise.

The first step is to refine the data down to what is being posted about an organization, subject, or topic. That refinement may require multiple filters to distill out undesired spam, retweets, and other noise. The second step is to analyze the results based on factors such as age, gender, geographic location, and sentiment. The final step is to have a visual tool that reports the results simply and accurately for interpretation by the decision-maker in the company.

Nick Halstead - Past CEO and now Chief Technology Officer

DataSift had 8,000 users in the alpha test of its Social Media monitoring platform and found that the interest in this technology spanned a wide variety of industries. CEO Nick Halstead said that they had, “… government agencies to pharmaceuticals, a lot in finance, a lot in retail…and quite a few start-ups…” interested in DataSift’s technology to monitor issues of concern to their business and organizational operations. Another industry that wants to be able the monitor the Social Media are News Outlets that are trying to compete with Twitter and Facebook in providing events in real-time. Bailey said, “Twitter is an incredible vehicle…” for finding out what is going on in the world.

Public Relations and Social Media firms are also using tools to filter out the Social Media noise for companies who would rather hire an outside service for their Social Media presence rather than doing it in-house. In addition to listening to the Social Media these agencies help a business identify and correct their public image by handling public image issues and concerns for the organization.

View of data stream screen

The tools of the new platform allow the user to search multiple Social Media formats and have access to the full Twitter worldwide database in real-time. Beyond listening to what is being said about a company’s public image, they can now test market products or services and use Social Media to determine the reaction. The platform also has an interesting application in politics by allowing campaigns to determine sentiments on key issues by geographic region before a candidate campaigns in that area.

Improved customer response is probably the most obvious benefit to listening to Social Media, as a business can now pick up any post written about their company, product, or service and appropriately respond in minutes with a thank you for positive comments and a resolution or apology for negative experiences.

There is no turning back. Social Media demands that enterprise be great listeners and now they have no excuse.

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

SWA Flight 768: The Golden Flight

24 Monday Oct 2011

Posted by Paul Kiser in Business, Communication, Customer Relations, Customer Service, Information Technology, Internet, Public Relations, Travel

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business travel, Southwest, Southwest Airlines, SWA, WiFi

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

Paul Kiser

Tonight I am flying from St. Louis to Las Vegas on Southwest Airlines Flight #768. It’s been a long day and before I boarded this flight I was dreading flying all evening and getting back home near midnight; however, I’m actually in a GREAT mood.

It’s not because I’m knocking back a Bloody Mary, although that is helping my mood, and it’s not because the plane is only half full, which is certainly a positive, and it’s not because I’m sharing my row with Alicia, an intelligent, attractive USC student, which is a major positive…nope, the reason I’m elated right now is primarily due to the fact that I’m online and writing this blog while flying at 40,000 feet. That’s right, I’m WiFi in the night sky! I’m knee-deep in the Internet and my only care is will this flight last long enough for me to get this written and posted.

Here's to a sky full of SWA WiFi planes....soon

Some may not share my enthusiasm, but allow me to explain why this is so significant.

American business is Internet dependent. Our entire economy is driven by the ability of business people to connect on-line. The need to problem solve, discuss, plan, propose, and close the deal, in real-time is absolutely critical for commerce in our Brave New World of digital communications.

The problem is that communications stops …when we fly. And yet, that is the perfect time for the business traveler to reconnect. Those countless hours in an aluminum cylinder traveling at 525 miles per hour where we must sit alone and unconnected are killing productivity. Southwest Airlines will command the business traveler market if they have consistent, reliable WiFi.

I know they are working on it, and perhaps they have turned a corner. If so, this toast is to the people who are making that happen. There is nothing more valuable to the business traveler than time, and WiFi while traveling is gold to the rank and file business person.

Think about this. You might be reading this before I am back on the ground. What if all your competitors were that productive? Would you be worried?

Southwest Air WiFi: Real or Myth?

14 Wednesday Sep 2011

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Business, Club Leadership, Communication, Customer Relations, Customer Service, History, Honor, Independent Studies, Information Technology, Internet, Management Practices, Privacy, Public Relations, Travel

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Business, Dave Ridley, Gary Kelly, Howard Lefkowitz, Internet, Row 44, Southwest Airlines, SWA, Travel, WiFi

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Paul Kiser

Southwest Airlines (SWA) has been talking about in-flight WiFi service for over four years, but today most Southwest passengers will find that going online is still something that happens on the ground, not in the air. Even if a Southwest plane has the ‘WiFi hump’ and is labeled as a WiFi HotSpot, it doesn’t mean the service will be turned on during the flight.

Southwest’s goal of in-flight Internet service has had its challenges in getting airborne. A brief history of their communications on the topic:

53 months agoª – In an interview about restructuring fuel contracts, SWA CEO Gary Kelly mentions that his airline is considering adding WiFi service. Kelly is quoted as saying,

“We are very seriously exploring that. We’d be acutely interested in the cost of doing that. It would be a very exciting development if we could make that work.”¹

A Southwest Plane with the WiFi 'hump' satellite antenna located on the top of the plane in front of the tail

44 months ago – Southwest announces it will be testing passenger WiFi service on four planes in the summer using Row 44 as it’s Internet service provider.²

25 months ago – Southwest announces that testing is completed and that they will start equipping planes with WiFi in the Spring of 2010.³

20 months ago – Senior Vice President of Marketing and Revenue Management Dave Ridley states in SWA’s blog, Nuts About Southwest, admits, “… the road to onboard wi-fi has been a long one…,”¹¹ but said that starting the 2nd quarter of 2010, SWA will start installing WiFi on 15 planes a month and increasing it to 25 planes a month. He added:

“…we estimate that our full fleet of more than 540 planes will be outfitted with wi-fi service by early 2012.”

11 months ago – SVP Ridley announces in the Nuts About Southwest blog that only 32 planes have WiFi installed and he adds:

“…we are adding to that number weekly.”¹²

2 months ago – In a call to investors CEO Kelly reveals a timetable revision for in-flight WiFi:

“…Kelly said he feels “very comfortable” with the “2013 timeframe” for fleetwide Wi-Fi installation…”¹³

Last week, after two separate incidents of the WiFi service being turned off on WiFi designated Southwest planes, uniformed Southwest employees had different explanations of the status of the company’s on board Internet service. One claimed that the system ‘worked yesterday’ and another said confidentially that their were problems with the Internet service provider and that the Southwest was no longer using them.

Howard Lefkowitz, Chief Commercial Officer

Not so, says Chief Commercial Officer Howard Lefkowitz of Row 44. Lefkowitz, the former CEO of Vegas.com who joined Row 44 about a year ago, said in a telephone interview that Row 44 is still Southwest’s Internet and entertainment provider and that they are continuing to equip the planes. He said that “…over 100…” planes now have WiFi Internet service and thousands of people are using it everyday. Lefkowitz said he would check into why two of the WiFi equipped flights were not in service last week.

Southwest Airlines was contacted by phone and email, but did not respond to requests for information.

This article first published as
Southwest Air WiFi: Real or Myth?
on Technorati.com

NOTES AND REFERENCES

ªGary Kelly’s original remarks were recorded in the Dallas Morning News; however, that link is broken. The link appears in an April 19, 2007, blog in WNN WiFi Net News. The remarks are from another blog referenced below on the same date.

¹Author Unknown. The Wireless Weblog (2007.) Southwest Airlines Wants WiFi. Retrieved September 13, 2011 from http://www.wireless-weblog.com/50226711/southwest_airlines_wants_wifi.php.

²W. Safer. Switched. (2008.) Southwest Airlines Adding In-Flight WiFi Internet Access This Summer. Retrieved September 13, 2011 from http://www.switched.com/2008/01/24/southwest-airlines-adds-in-flight-wireless-internet-access-this/

³B. Parr. Mashable. (2009.) Southwest Airline: Wi-Fi On Every Flight by Early 2010. Retrieved September 13, 2011 from http://mashable.com/2009/08/23/southwest-wifi/. ¹¹D. Ridley. Nuts About Southwest. (2010.) It Is Official–Wi-Fi Is On The Way! Retrieved September 13, 2011 from http://www.blogsouthwest.com/blog/it-is-official-wi-fi-is-on-the-way

¹²D. Ridley. Nuts About Southwest. (2010.) Southwest Airlines Media Day 2010: WiFi Details (Including Price) Revealed. Retrieved September 13, 2011 from http://www.blogsouthwest.com/blog/southwest-airlines-media-day-2010-wifi-details-including-price-revealed.

¹³Dennis Schaal. tnooz. (2010.) Southwest Airlines: Fleetwide Wi-Fi Won’t Come Until 2013. Retrieved September 13, 2011 from http://www.tnooz.com/2010/07/29/mobile/southwest-airlines-fleetwide-wi-fi-wont-come-until-2013/.

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.

Does FINRA Prohibit Social Media Activity for Investment/Financial Firms?

19 Thursday May 2011

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

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Blogs, Financial industry, FINRA, investing, Investment agencies, Regulations, Rule 10-06, SEC

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

Paul Kiser

Last year I managed to offend some investment and financial professionals when I said that their industry would have to engage in Social Media, including blogs, if they were going to stay competitive. They told me that their firms and industry regulations prohibited them from using Social Media tools in their business practices. They also said that some firms that prohibited personal involvement in Social Media. The reaction during and after the meeting was one of a strong denial of the usefulness of Social Media in their industry mixed with a ‘kill-the-messenger’ attitude. It was a typical response by business people who have been blindsided by Social Media.

…Professionals that rely on personal contact and personal relationships are finding that effective use of Social Media is key to maintaining and growing their business.

It is hard to start a dialogue with business professionals on how to use Internet tools such as blogging, Facebook and Twitter when the attitude is that Social Media are an encompassing evil that must be avoided, or at the very least, ignored. The problem, and opportunity, is that business professionals who can use Social Media to engage with others will have an advantage over those who are mystified, or more typically, scared by the power of Social Media. Professionals that rely on personal contact and personal relationships are finding that effective use of Social Media is key to maintaining and growing their business.

The fact is that since that meeting many investment related firms have changed their positions by at least 90° and some have done a 180° shift in their attitude about Social Media in business. That is not surprising considering that their future is at stake; however, investment firms do have strict guidelines on advertising and investment advisement, so using Social Media is not the ‘anything goes’ environment for which most of us are accustomed.

Both the Securities Exchange Commission (SEC) and Financial Industry Regulatory Authority (FINRA)[1] are charged with protecting investors by establishing rules to govern investment-related activities. Among those rules are requirements for firms on educating, monitoring, supervising, and document the activities of brokers representing their company. In January 2010, FINRA issued Regulatory Notice 10-06 titled Social Media Web Sites – Guidance on Blogs and Social Networking Web Sites. This notice did not prohibit firms from engaging in Social Media activity, but rather offered common-sense guidelines for investment firms on how Social Media tools could be used to meet FINRA and SEC requirements.

(End of Part I)

(Note: Part II will be posted by 5 PM PDT, Monday, May 23rd)

[1] FINRA is the largest independent regulator for all securities firms doing business in the United States. FINRA’s mission is to protect America’s investors by making sure the securities industry operates fairly and honestly. All told, FINRA oversees nearly 4,550 brokerage firms, about 163,500 branch offices and approximately 631,110 registered securities representatives. (From About FINRA at www.finra.org.)

(This article is advisory in nature and the author does not represent the Financial Industry Regulatory Authority (FINRA,) the Security and Exchange Commission (SEC), nor any federal or state regulatory authority. The opinion expressed should not be considered as a legal or official position regarding the use of Social Media tools in industry practices. The author has sought out publicly available relevant documents and information as the basis for the opinions expressed; however, final authority on the issues discussed in this article rests with the appropriate government, regulatory, and/or company division that oversees the area of concern.)

Courtyard in Dallas: A Hotel For Real People

04 Wednesday May 2011

Posted by Paul Kiser in Business, Customer Relations, Customer Service, Internet, Re-Imagine!, Travel

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Courtyard by Marriott, Customer Loyalty, Dallas, DFW Airport, hotel, Irving, lodging, Management Practices, New Business World, Texas, Value-added

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

Paul Kiser

I spend more time than most people I know in major market hotels and typically they can be lumped into the category of ‘people warehouses.’ Sometimes I find a hotel that has made an attempt to make the lodging experience something more than a Orwellian, mega-corporate vision of a room with a bed. It is rare; however, to find a hotel that was intentionally designed to make a real person welcome and wanted.

Courtyard by Marriott Front Desk in Dallas, TX

The Courtyard by Marriott DFW Airport South in Dallas, Texas is one of those rare exceptions.

Located near the Dallas-Fort Worth Airport and near two freeways (Texas 183 and 161) the Courtyard hotel could easily fall into the trap of the thousands of chain hotels near major transportation centers that seem to be set up to process travelers as quickly and efficiently as possible, but absent of any warmth. The Dallas DFW Courtyard by Marriott is efficient, but it is also friendly, customer-focused in the important details, and well designed.

The desk and flat screen television in my room

When I walked into the hotel I found a relatively small registration desk as opposed to those massive registration desks in some hotels where it looks like they could take care of 20 guests at once, but only have one person on duty. I was greeted with a friendly smile by a devastatingly attractive young woman named Amy who made me feel like I was the only person she would be helping that day. There was another young man there named Chris, but for some reason I didn’t notice him as much. 🙂 I did have a chance to talk to him later in the evening and he was very helpful.

In addition to the friendly staff, I also noticed that the front desk has an opening in the middle so that the person behind the desk can step through quickly and easily. The design made me feel like they were real people behind the registration desk, not caged robots.

A Self-Service Board Pass Print Station

As I was going to my room I noticed that the sleeve for the plastic room key said, “This key is not meant to lock you in your room.” That is was the first time I have ever had a hotel openly express that to me as a guest.

The room size was slightly larger than most hotel rooms, and the arrangement and the furniture were atypical for a standard hotel room., It made it feel more like a suite than a warehouse. The room had free WiFi Internet access and a flat screen television, which are two of my critical tests of quality. Free Internet says, “we know you’re a mobile person and access to the Internet is important to you so we’re not going to gouge you for $14/day for it.”

A flat screen television demonstrates that the hotel is keeping their facility updated. Old televisions are bulky, ugly, and tell me that the money I spend for the room is not being reinvested in the facility. Another test of quality is access to outlets in the room and the Courtyard has them, including outlets on the wall lights near the bed.

Food/Bar Counter Makes the Entire Lobby a Gathering Place

I had already decided to go out for dinner before I arrived, but I changed my mind once I had seen the lobby/restaurant area. This hotel has a unique lobby design. Opposite of the registration desk is a partial oval bar/counter for ordering food and/or drink, but behind it are tables and chairs as in a restaurant dining room.

Around the room are pod-like areas with flat screen televisions scattered about, all on different channels. The food preparation area (kitchen) is not in sight. Every thing about this area, and another large lobby area opposite the registration/bar area is designed to welcome people to congregate and relax. It is a Starbucks®-like model, only with full food and drink service. The food was excellent and the service from the man and another young woman in the food service area was great (and yes, she was also devastatingly attractive.)

Additional Gathering Space in the Lobby Area

The lobby also has a large touch screen digital bulletin board to access hotel and local information and a separate area with video screens of DFW airport flight status reports AND a station to print out airline boarding passes. The Courtyard does not forget its customers are often travelers and these key details prove that the hotel works hard to accommodate the needs of traveling guests.

I found that everything about the Courtyard by Marriott indicated that they have Re-Imagined the concept of a hotel and they have used the viewpoint of the guest, not the accountant, as the guide in its design. In addition, the Alex Nguyen, the Director and General Manager of the facility must have a strong ability to convey to his staff the need for reaching out to the guests and making them feel at home. I know I will not forget my short stay there and I appreciate design of the facility and the warmth of the staff.

Well done!

(This article was not solicited or approved by the Courtyard by Marriott, nor was this article written with any understanding of compensation, nor quid pro quo exchange.)

Who Uses Facebook, Twitter, LinkedIn, MySpace – Social Media Update: 4th Q 2010 and 1st Q 2011

12 Tuesday Apr 2011

Posted by Paul Kiser in Business, Communication, Internet, Public Relations, Social Interactive Media (SIM), Social Media Relations

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Facebook, LinkedIn, MySpace, Twitter

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

Paul Kiser

The last two quarters have seen some interesting trends in the big four Social Media services. The most obvious is the leveling off of growth of Facebook and Twitter, but of greatest interest is the clarification of who is using the Social Media tools.

Despite the plateau reached during the last two quarters, Facebook gained 100 million unique visitors per month over the same time last year and now stands at 590 million unique visitors per month. Twitter is the runner-up at 97 million unique visitors. To put Facebook’s Internet presence in perspective, the combined daily circulation of the Wall Street Journal, USAToday, New York Times, Los Angeles Times, The Washington Post, the New York Daily News, and the New York Post equals only 36% of the average daily unique visitors (19 million) of Facebook.

LinkedIn remains stagnant with no growth over the last five quarters and MySpace can claim the most significant trend as it continues its death spiral. It dropped from 80 million unique monthly visitors a year ago to 34 million at the end of the 1st quarter of 2011. This has all happened in a year where the owners of MySpace, Rupert Murdoch’s News Corp, made desperation efforts to re-invent the service, along with massive layoffs to cut costs, in hopes of selling it. So far, their attempts to prop up MySpace and sell it have failed.

FACEBOOK – Don’t Hate Them Because They’re Beautiful

The Disneyland of Social Media

Facebook has remained at an estimated unique visitor count of 590 million for in the last two quarters. This has caused some Social Media naysayers to proclaim that Social Media is dead. It’s amusing and sad at the same time. It’s like a used car salesman saying that new car sales are dead because they’ve leveled off for two quarters.

Facebook is and will continue to be the way that individuals communicate, inform, and influence others for the foreseeable future. A more reasonable growth during 2011 should be anticipated with Facebook ending the year around 610 to 625 million.

The return of female users on Facebook continues. I say ‘return’ because female users were at 60% at the end of the 1st quarter of 2010 and dipped in the middle of the year. The percentage of women users stood at 57% the end of the 3rd quarter 2010, 59% at the end of the 4th quarter, and is now at 61%.

There has been no significant change in the age groups using Facebook during the last three quarters. This would indicate that Facebook users are becoming more stable and identifiable in terms of demographics. Seventy-two percent of users are between 25 and 54, and dividing those into ten-year spans (25-34, 35-44, and 45-55) results in near equal distribution among the three age groups.

CONCLUSION: Facebook is used primarily by adults of both sexes, but significantly female, in the prime of their active professional careers for social interaction.

TWITTER – The Scoop on Real-Time Events and Discussion

The David to Traditional News Media's Goliath

Media ‘Experts’ continue to try to figure out how to ‘monetize’ Twitter and come away with programs that annoy people and are rejected by Tweeters. When they offer dismal ROI (return on investment) figures to their client they shrug their shoulders and declare Twitter is a fad and useless. Then a major world event happens and Twitter becomes the most important information tool on the planet.

Twitter is an acid test on whether a person ‘gets’ Social Media or not, because it is one of the most powerful Social Media tools on the web, but it is not a space for advertising or marketing. This makes Twitter one of the most envied and hated Social Media tools by traditional marketing and media people, but one of the most loved by those who are believers.

Twitter has been hanging just under 100 million unique users per month since the 2nd quarter of 2010, but did dip down to 89 million at the end of 2010. Since then Twitter has jumped back up to finish the 1st quarter of 2011 at 97 million. The jump in the 1st quarter of this year is likely due to the world political events in north Africa and the earthquake and tsunami in Nippon.

Women use Twitter more than men, but like Facebook, there was a dip in the middle of 2010, when female users dropped from 60% at the end of the 1st quarter. By the end of the 4th quarter female users were at 55% and that has grown to 57% at the end of 2011’s 1st quarter.

Age demographics for Twitter also haven’t changed significantly during the last three quarters. Twitter users skew towards the young professional age group with 54% of the users falling in the 25-44 age group. At the end of the 1st quarter of 2011, only 18% of the users fell in the 45-54 age range compared to 26% of Facebook users.

CONCLUSION: Twitter is used by primarily young professionals of both sexes, but significantly female, to discuss current, real-time issues including world events and business-related topics.

LINKEDIN – Social Media for Head Hunters and Salespeople

It's all about Marketing

Many people don’t realize that LinkedIn (launched in May 2003) predates Twitter (July 2006) Facebook (February 2004,) and MySpace (August 2003). Despite its seniority in the Social Media world, it has failed to catch fire with a larger audience. It is sometimes thought to be a Social Media tool for business, but this is almost always proposed by someone who is an employment recruiter or a sales and/or marketing person.

Because LinkedIn specializes in giving a person a format to publish their resumé it is the ideal network for those seeking employment as well as those who make a profit off of people seeking employment. The irony is that at a time of record unemployment, the unique users per month have stayed flat, alternating between 41 million and 38 million for the past five quarters, ending at 41 million this past quarter.

The reason LinkedIn lacks a higher level of interaction may be due to users who have an agenda (selling themselves or their services,) which is annoying to most Social Media users. It is an inherent flaw in the premise of LinkedIn that will always keep it from broader acceptance and usage by Social Media users who like interacting, but loath selling and advertising.

LinkedIn also creates barriers to forming connections by asking “How do you know ____ ?”, and in some situations will require a user to prove that they know the person by providing their email address. While you can work around these barriers fairly easily, it inhibits people from making new connections with someone who may have similar interests.

Regarding the male to female user ratio, male users have been at 55% for the past two quarters, which is up from the 50-50 split in the 1st quarter of 2010. The users also tend to be older professionals with the 35-54 age group making up 61% of the users at the end of the 2010, and 62% at the end of the 1st quarter of this year. Those percentages were up from 56% one year ago, indicating that LinkedIn users are skewing towards the older professional.

CONCLUSION: LinkedIn is used primarily by older professionals of both sexes, but significantly male, to market themselves and their services.

MySpace – 2011 R.I.P

A Social Media Radioactive Fallout Zone

It is time to accept that MySpace is no longer relevant as a Social Media tool. It seems to have been abandoned by all but, 1) independent bands who use it to advertise themselves, 2) law enforcement agencies who pose as 13 year-old girls using images of tweens in bathing suits to lure in child predators, 3) real teenagers saying that they are 19 or older to bypass the security restrictions on minors, or 4) females who are seeking to attract men and women to their adult site. That is oversimplifying it, but it is difficult, if not impossible to find anything about MySpace that would make it competitive with other Social Media tools like Facebook or Twitter.

In addition to the largely objectionable user base, the site is slow and requires a log in with each visit, rather than accept the cookie identification from the returning users’ computer like most other Social Media services.

News Corp seems to have made a major error in purchasing MySpace at a time when it needed massive updating and redesigning for a more sophisticated user. Instead they tried to dress it up last year as a music-based Social Media service and sell it off without investing the money needed to save it. It is now so dysfunctional that the best thing that could happen is to shut it down, build a new and better program from scratch, and launch a new service that competes with LinkedIn or finds a new niche.

It is rather pointless to discuss the age or sex demographics of MySpace because while the statistics for the last two quarters may indicate that the users are 68% female, false profiles seem to be so rampant on the service that nothing can be believed.

CONCLUSION: MySpace is used primarily for nefarious, hormonal, and/or deceptive reasons for purposes that tend to exploit or expose unsuspecting users.

A New Adventure…Virtually

14 Monday Feb 2011

Posted by Paul Kiser in History, Internet, Travel

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Costa Rica, Mexico, Virtual Travel

by Paul Kiser

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

Paul Kiser

For the past week I have been distracted by two things. The first was replacing a starter on a 1994 Toyota Previa, which will be the topic of my next blog since it was almost impossible to find good information on the Internet. The second was the launch of a new blog. The new blog will not replace this blog; however, it does involve a significant amount of research, so I have to make some adjustments in my time management.

My five year-old boy, Alexander, has an exceptionally curious mind and I wanted him to be able to understand that the world is a big, fascinating, amazing place filled with people and cultures that are different from what he is familiar. If I had Bill Gates bank account I would take him around the world several times to learn and appreciate how our culture relates (or fails to relate) to other cultures.

Lacking an unlimited financial resource I have decided to take him on a virtual tour of the world. The blog, called Alexander’s Virtual World Tour, is an attempt to use the resources of the Internet and create a realistic travel log of a fictional trip around the world. Launched last Tuesday, (February 8th) we flew to Mazatlan, Mexico where we spent a few days learning about the area, followed by the next leg to Cancun, which is where we are now. Tomorrow we fly to Costa Rica, where we will take a bus to Jaco and stay a few nights in a small town on the Pacific Ocean.

All the flights and hotels are real and the cost is based on actual rates I found through Expedia, Priceline.com, and other sources. In many large cities I can use Google Street View to help Alexander (and myself) see the place as if we were actually there. I have and will be contacting real people (usually hotel staff) to find out more specific information, like meal costs and taxi rates, when possible.

This blog is teaching me a lot about geography and the history of places I have never been before. Alexander is also learning where Reno is in relation to these places and critical, mind-boggling concepts like why it’s not day everywhere in the world at the same time. He won’t be an expert on geography when we are through, but he should have a better understanding of how we are only one very small part of a very big world.

Please feel free to join us on our trip around the world.

Is Higher Education Doomed? (Part III): The missed opportunity – a viable alternative to the status quo

04 Friday Feb 2011

Posted by Paul Kiser in College, Ethics, Government, Higher Education, Independent Studies, Internet, Politics, Social Interactive Media (SIM), Taxes, Universities

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CHEA, College, college loan crisis, cost of college, Council on Higher Education, higher ed, higher education, independent study programs, online learning, privatization, universities

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

Paul Kiser

Article first published as
Is Higher Education Doomed? (Part III): The Missed Opportunity – A Viable Alternative To The Status Quo
on Technorati.com

Part III
(Click on link for Part II)

In Part I of this series we reviewed the factors that are setting the stage for a major paradigm shift in Higher Education. In Part II we discussed a hypothetical scenario involving the two people who matter in higher education: the Professor and the Student.

Is the Sun setting on the state-run university?

Unfortunately, when considering how to resolve the current financial crisis confronting higher ed, state-run university administrators have tended to focus increasing class sizes, cutting class offerings, and replacing permanent faculty with less costly contract lecturers as is the case in Iowa (Article: Iowa State increases class sizes.) No one can defend this strategy as beneficial to the Professor or the Student.

So what is the solution?

Some have proposed replacing public, state-run universities with private, for-profit schools (See: Are America’s University In Danger of Being Privatized?;) however, substituting a public bureaucracy with profit-motivated, uncaring people does not solve the financial pressures crushing higher education. Past attempts to privatize public sector industries demonstrates that the concept rarely offers the results promised (Ellen J. Dannin paper on privatization.) Existing private, for-profit universities are already under fire for mining federal loan programs for their financial gain (See: For-Profits High Risk Loan Strategy.)

Another alternative are online and/or independent study programs. These programs have been around for decades; however, both have a questionable track record with some programs being too expensive, lacking quality learning objectives, and/or being illegitimate scams to trade money for a diploma. The parent university accreditation group (The Council For Higher Education Accreditation or CHEA) encourages universities to aggressively discredit any higher education program that might be a ‘Diploma Mill’ (CHEA paper,) so most alternative higher education programs risk unwanted negative publicity from traditional schools.

Yet, the current crisis in higher education offers an opportunity for a Socrates-type model of learning that re-establishes the Professor/Student focus without the costly baggage of a brick and mortar university. The use of Social Media blogs, webinars, and other online connection tools have the potential to re-invent higher education; however, there is little evidence that these tools will replace the traditional university system of teaching.

No one can doubt that higher education will survive this crisis, because it has too. Our economic success is driven, not by people who have a college degree, but by people who have a higher education. In the end, the success of any post-secondary teaching program will be measured by how well it educates, not how much it costs.

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Is Higher Ed Doomed? (Part II): The cost of Higher Ed doesn’t add up

01 Tuesday Feb 2011

Posted by Paul Kiser in College, Ethics, Government, Higher Education, Independent Studies, Internet, Taxes, Universities

≈ 1 Comment

Tags

College, cost of college, state-run colleges, student loan crisis, universities

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

Paul Kiser

Article first published as
Is Higher Ed Doomed (Part II): The cost of Higher Education doesn’t add up
on Technorati.com

Part II
(Click on link for Part I)

Since 1983 college tuition increases have not only significantly outpaced cost of living increases, but they have also outpaced the spiraling inflation of medical costs (Wikipedia.) Those involved in Higher Education admit that a major change is needed to address the financial factors crushing affordable education and are throwing around ideas like a ‘three-year’ degrees (Inside Higher Ed article: A Call For Change, From Within,) but these changes seem to only tweak the existing paradigm.

To find a solution to the existing crisis will require stripping higher education down to the basics: The Professor teaching the Student. Consider a hypothetical scenario for an undergraduate degree program.

If a college student paid $250 to each of his or her professors per semester, and this student took five classes (3 credits per class) for 15 credits, then the total amount paid would be $1,250.

College Student – 5 classes @ $250/class = $1,250

Assuming the college professor was paid $250 from each student, and if she or he taught five classes per semester of 20 students per class she/he would earn $25,000 per semester.

College Professor – 5 classes x 20 students @ $250/student = $25,000

Assuming two semesters per year, that makes the annual cost to the student for tuition $2,500 and the total annual salary for the professor will be $50,000.

College Student – $1,250/semester x 2 = $2,500

College Professor – $25,000/semester x 2 = $50,000

Taking this one step further, let’s assume the student pays someone (an ‘Educational Coordinator’) to create an individualized college-degree program, select qualified professors for the desired degree, and coordinate the students schedule with the professor’s availability. For this service the student will pay the Educational Coordinator $150/class. Assuming five classes per semester and two semesters per year the student will be paying $1,500 per year for his or her Educational Coordinator. Assuming the Educational Coordinator handles 50 students per year that gives them a salary of $75,000.

College Student – Tuition of $2,500 + Educational Coordinator for $1,500 = $4,000

Educational Coordinator – 50 full-time students @ $1,500/student = $75,000

Finally, let’s assume that instead of using textbooks, each professor provides electronic versions of her or his own research/writing and selected scholarly papers and verified information available from the Internet. For this, the student pays a $25 fee per class for an electronic data transfer of documents and URL addresses of the subject matter needed for the class.

State-run universities continue to dig themselves deeper in a hole

The totals are as follows:

The student pays a total of $4,250/year for tuition, individual educational counseling, and digital versions of all required written materials.

The Educational Coordinator earns $75,000/year for giving one-on-one counseling to 50 students

The College Professor earns $55,000/year for teaching 10 classes of 20 students per year.

In 2010, the average annual cost for tuition and fees at a four-year state-run university, excluding textbooks, was $7,605 (College Board website: ‘What It Costs To Go To College.’) This is $3,355 more (almost 180% more) than the hypothetical scenario from above and the student does not need to buy any textbooks. In addition, the student is receiving one-on-one educational counseling and a program individualized to their interests.

The financial burden that is not included in this hypothetical scenario are the student activity fees, housing fees, construction, building maintenance, parking fees, athletic programs, administrative staff, grounds keepers, security, Deans, Presidents, etc. The question that reality forces us to now confront is whether or not we can afford these extra costs.

NEXT: Is Higher Ed Doomed? (Part III): The missed opportunity – a viable alternative to the status quo

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