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

24 Thursday Jun 2010

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

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

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

Paul Kiser - CEO 2020 Enterprise Technologies

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

General Stanley McChrystal

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

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

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

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

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

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

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Tony Hayward: The very model of a modern Major General

23 Wednesday Jun 2010

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

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

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

Tony Hayward - Modern Major General

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

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

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

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

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

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

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

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

I rest my case.

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To Believe in the Better Me

22 Tuesday Jun 2010

Posted by Paul Kiser in Branding, Ethics, Lessons of Life, Management Practices, Passionate People, Random, Relationships, Social Media Relations, Tom Peters

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Blogging, Blogs, Mythology, Purpose of life

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

Paul Kiser and Family

I have a friend who was recently dealt with one of those unfair blows that we get in life. My friend is handling it well; however, even though the act was unfair, most people would still ask, “Did I fail?”

What you need to know is that this friend reminds me of a younger version of me. This person is crazy enough to view the world with a vision that sees through the masks of false conventions and questions behaviors, rules, and ideas that are silly, immoral, ignorant, or are just plain wrong. We are the type of person to tell the King that he’s wearing no clothes and then continue by telling him what he should be wearing. “Just because.” or “Because I say so!” are not good enough reasons for people like us, and that makes us a target to those who think that unquestioned obedience is a sign of strength.

(See Article on Becoming the Target)

PR Pro and fellow blogger, Jules Zunich, recently mentioned that she was a Purple Cow, which was a reference I didn’t get until she explained that author Seth Godin has written several books that promote the idea of being remarkable and indispensable; however, by standing out like a Purple Cow among the black and white cows, as Jules puts it “…certainly makes them a target for not fitting in.” Standing out doesn’t sit well with some people, especially with people who thrive on hierarchy.

(Catch Jules Zunich’s Blog by clicking on this link)

My guess is that my friend has been questioning what could have been done differently because in any negative situation there is option of not participating, thus avoiding any conflict. Drawing on my own experiences I can imagine there is a mix of anger, frustration, and self-doubt, all emotions that wear us down and can be more destructive than motivating.

The difference between my friend and myself is that over the years I have tried to stay embedded in the journey of life. Focus on what I do today and know that conflict will occur. When conflict does occur I will fight the battles I need to and walk away from the battles that have no value to me. My attitude towards life involves a mythology where I hold the hope that at the end of life there is a Better Me.

Signs of life

I don’t believe in mythological deities, but I do subscribe to the idea that in the end of life (or time) everything I’ve done (both good and bad) will be apparent to all, and likewise I will know all that was said and done (both good and bad) by others. In this mythology I hope that the Better Me can help guide me through the conflicts of life, but it will be my choices that will determine how proud or ashamed I will be in the end.

It is a mythology that has given me comfort and motivation to try to do the right thing, while not getting too hung up on those who misuse their power or authority, because I believe their actions will only reflect on them, not me….or the Better Me.

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Public Relations and Ethics: Cover up or come clean

18 Friday Jun 2010

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

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

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

Paul Kiser - CEO 2020 Enterprise Technologies

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

Public Relations should be exposed to full light

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

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

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

Tony Hayward - BP CEO

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

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

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

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

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

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

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One Rotary Center: A Home for 1.2 Million Members

12 Saturday Jun 2010

Posted by Paul Kiser in Branding, Communication, Customer Relations, Customer Service, Employee Retention, History, Human Resources, Management Practices, Membership Retention, Passionate People, Public Relations, Rotary, Rotary@105

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Blogs, Club Members, History of Rotary, Management Practices, Membership Retention, One Rotary Center, Paul Harris, Public Image, Public Relations, Rotarians, Rotary, Rotary Club, Rotary Coordinators, Rotary International, Value-added

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

Paul Kiser - Public Relations Chair, Rotary District 5190

The plan was simple. On a business trip to Illinois I would go to the Rotary International (RI) headquarters in Evanston and take a few pictures to put in a future blog. Simple. No big deal. At our District Conference in May I mentioned to District Governor Elect Steve Lewis that I was going to stop by RI HQ and take some pictures. “Call them first,” DGE Steve said, “they’ll give you a tour.” Okay. That might be nice. So I called the main RI number and set up an appointment. A quick look at RI could be interesting.

One Rotary Center

A little before 10 AM on a beautiful June day I walked into the main cog of the Rotary universe: One Rotary Center. I’m instructed to go up to the 16th floor where I was greeted by Delores and another staff member at the front reception area. I told them my name and my purpose and Delores repeated, “Oh, you’re here for the TOUR!” I expected the emphasis to be on the ‘Oooh’, as if to say, ‘here’s another Rotarian here for the dog and pony tour’. But Delores sounded excited, like it was great to have a Rotarian look over the home of 1.2 million members. She called my tour guide, Amanda Runge, who promptly greeted me in the waiting area.

Amanda and her friend Paul

I learned that Amanda is not just a tour guide. She is a Program Coordinator for the 41 new Rotary Coordinators (RCs) that will serve to assist Clubs as a resource for multiple areas such as Youth Programs. RI President Elect Ray Klinginsmith created the RC post in an effort to help clubs reach a level of excellence through close-in support by knowledgeable Rotarians who have proven skills and expertise in a wide range of Rotary programs. (For more information go to this link:)

RI PE Ray Klinginsmith Discusses Rotary Coordinators

As Program Coordinator, Amanda will be the hands-on RI support out of Evanston, so I was actually interfering in her day, but you would have never known it by the attention she gave to me for almost an hour. My simple, no big deal of a tour was rapidly becoming kind of a big deal. As it turns out Amanda is a product of Rotary. Her Mother is a Rotarian and she was a participant in a five-week Rotary Exchange program to France. I knew the outgoing, friendly demeanor seemed familiar…it’s the same we see with almost every Youth Exchange student after they return to her or his host country.

Replica of the 711 office where the original Chicago club met

The Tour
After seeing ‘Room 711’, the office where most of the Rotary meetings were held for the first several months of Rotary and a look at a room of memorabilia from the office of Paul Harris, Amanda took me up to the top floor of One Rotary Center. As in most office buildings, the ‘big cog’s’ offices are around the exterior of the top floor. The difference at Rotary is that there is a type of musical chairs (or offices) in this space. Each new year the President-Elect, the President Nominee, and the President Nominee Designate change offices. The Immediate Past RI President thanked for his service as he is also moved out of his corner office. Ouch!

: Eileen Eckhouse and Amanda Runge

It was on the 18th floor that we saw the RI PE Ray in his office talking on the phone. I asked Amanda if I could take a picture of him on the phone. His Executive Assistant Eileen Eckhouse and RI PE Ray’s Number One (his full-time Rotarian Aide) Duane Sterling were both just outside his office and Amanda consulted them. Duane said,”But don’t you want a picture with him? He’ll be off the phone in a minute.”

Before I know it RI PE Ray is standing beside me introducing himself…like that was necessary…and he suggests we go over in front of the Flags of Nations in the elevator lobby for the picture. There another gentleman joined us to talk to Ray (I’m pretending were on a first name basis) and Amanda introduced me to him. It was the General Secretary of Rotary International, Ed Futa.

In Rotary a President serves for one year, the General Secretary can serve for decades. The first General Secretary, Chez Perry, served for 32 years and I refer to him as the ‘Mother’ of Rotary as he did the work that helped establish and grow our organization. My instant impression of General Secretary Ed was that he performs his duties with the same passion as Chez Perry.

I am now standing next to two of the three men that occupy the corner offices on the top floor of RI and Amanda says, “Why don’t you have your picture with both of them?” At this point reality sort of fades away. It was not supposed to be a big deal, but by the time I walked out of the building it started to hit me what had occurred. It was a big deal…and I have the picture!

RI Gen. Sec. Ed Futa (left), RI PE Ray Klinginsmith (right), and some guy (center)

After the photo op, the three of us sat down and…wait-a-minute, that’s my fantasy world. What actually happened was the gentlemen went on to do real work and Amanda continued the tour of the top floor and the next floor down, which is the Rotary Foundation. Finally, the tour ended and I bought a few things at the Rotary store and then left.

It was sheer luck of timing that I found myself standing between the two people who have a great responsibility as leaders of our organization, but I will always remember the day I stood on the top floor of Rotary International flanked by RI’s President Elect and General Secretary.

One Rotary Center does not have the significance of a religious ‘Mecca’, but that doesn’t diminish it’s importance to all of us. It’s well worth the visit and I would recommend it for anyone visiting the Chicago area. After all, it’s the home…for 1.2 million of us.

Thank you Amanda…and the rest of the RI staff!

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War Declared on Social Media: Desperate Acts of Traditional Media

02 Wednesday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, About Reno, Branding, Communication, Customer Service, Information Technology, Internet, Management Practices, Public Relations, SEO, Social Interactive Media (SIM), Social Media Relations, Website

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Bloggers, Blogging, Blogs, copyright infringement, Elmer, Facebook, Freedom of Speech, journalism, journalists, Las Vegas Review-Journal, Las Vegas Sun, LinkedIn, Management Practices, Nevada, New Business World, Newspapers, Public Image, Public Relations, Publicity, Reno Gazette-Journal, reporters, Rotary, Sherman Frederick, Social Media, Stephens Media Group, The Old Conservative Times, traditional media, Twitter

by Paul Kiser

Paul Kiser - CEO 2020 Enterprise Technologies

(NOTE USE AND REPRINT INFORMATION BELOW)

For the most part, the people in the traditional media (newspapers, magazines, TV, etc.) have seen the tidal wave of Social Media coming for years. They have typically adopted an if-you-can’t-beat-them-join-them strategy. The editors of our local paper have pushed their reporters (from here forward I’ll refer to them as journalists) to use Twitter and to blog in order to keep pace with the millions of reporters online that inform the world of everything from the cute thing their toddler did this week to the world event that everyone will be talking about in tomorrow’s newspaper.

Social Media has given voice to everyone and now journalists are but one voice among many, which is a problem if your living comes from your ability to be paid to have people read your stuff. In the days before blogs and Twitter, publishers and editors had the ability to control who could be heard and who could be silenced, but Social Media took away all their power and at least one publisher is mad as hell and he’s not going to take it anymore. He has declared war! He is going to sue!

The rationale for the suit is legitimate. A certain publisher (let’s call him, Elmer) at a certain Nevada newspaper (let’s call it The Old Conservative Times) has called out the demons (let’s call them lawyers…on second thought, let’s stick with demons) and is going after any website that uses copyrighted material of the The Old Conservative Times. What’s more, Elmer wants everyone else in the traditional media to get on the bandwagon with him.

I agree that anyone who steals an article from another website without crediting or revealing their original source of information is wrong. If possible, they should also link back to the original source. That’s the way Social Media works. We share information and let our friends, followers, readers know from where we got the information and, in turn, help publicize their work. Journalists, for the most part are professionals, and to steal their work and claim it as your own is unethical.

But that is not what this issue is really about for Elmer and the methods being used by The Old Conservative Times demonstrate that this is not an act of preserving the work of professional journalists. Elmer and his demons have decided to sue first and ask questions…never. Rather than contacting the offender and telling them to remove the copyrighted information, Elmer and his demons are going for the throat and filing suit with the intention of stealing the domain rights of the organization. That’s right, Elmer is using the nuclear option. No warning, just show up in court and turn over everything to Elmer. Freedom of Speech be damned, Elmer is here to tell us what we should think!

I should note that according to Elmer’s blogs he is a conservative. He hates President Barrack Obama and he takes any opportunity to spin a situation to cast a negative light on our President, or Democrats, or the elected government of the greatest nation in the history of the world. It seems about every third blog is pounding home the conservative dribble that proposes hate for our government, hate for our elected leaders, hate for the citizens of Mexico, ….you get the picture.

So Elmer is lashing out at Social Media, which is composed of people who want to be informed, but not by just those who hate, but those who can love, and everyone in between. Elmer wants traditional media to regain control of people’s hearts and minds and this Social Media thing is not acceptable! So Elmer and his demons are not seeking to correct the issue of copyright infringement, which could be done with a phone call or an email, they want to take away the voices of the Social Media, one domain at a time. Elmer also wants all his publishing friends to join him as he strikes a blow against freedom of speech for all and raises a flag on the land of the uninformed.

Hey Elmer, let me know how that works out for you…but don’t quote me, or I’ll sue you.

(Any use or reprint of part or all of this article is expressly ALLOWED for anyone,-except The Las Vegas Review-Journal, its staff, Stephens Media Group, or any affiliates, or any conservative-based organization that has made derogatory remarks about President Barack Obama, Senator Harry Reid, or Speaker Nancy Pelosi,-providing credit is given to Paul Kiser and, if possible, a link to this web address is included with the appearance.)

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Pay It Middle: The Balance between Too Much and Too Little Compensation

01 Tuesday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Communication, Consulting, Customer Relations, Customer Service, Employee Retention, Human Resources, Lessons of Life, Management Practices, Public Relations, Relationships, Rotary, Science, Social Media Relations, Violence in the Workplace, Women

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Abraham Maslow, Blogs, Compensation, Employment, HR, Management Practices, Maslow's Hierarchy of Needs, New Business World, Pay for Performance, performance reviews, Public Image, Re-Imagine!, Rotary

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

Yesterday I wrote an article about research that shows that too much compensation actually makes performance worse. A fellow Rotarian (thanks Skip!) sent me a link to a great video by RSA Animate that illustrates the issue and the research. If you haven’t seen it take a look:

Dan Pink: Drive and Purpose YouTube Video

Paul Kiser - CEO 2020 Enterprise Technologies

The article is here: (Mega Executive Pay Leads to Poor Performance)

But the question is why does mega pay negatively impact performance? Here’s my theory.

The Psychology of Making Too Much Money – Barney and the Manna ATM
A man named Barney goes to withdraw $500 from his local ATM. Instead he is given $5,000. When Barney checks his balance it shows that no money was withdrawn from his account. He could go to the bank and let them know that he thinks the ATM has made a mistake but he doesn’t. Initially he is afraid that someone will discover the mistake and take the money away, but no one says anything and eventually Barney’s fear eases. Each week he goes back to the same ATM for another withdrawal and the same thing occurs. He tries other ATM’s, but he learns that it is just this one that gives him money for nothing. Soon he has built a life around getting $5,000 every week from this ATM. His fear has now subsided, but he feels a little guilty, but also a little evil.

One evening Barney is in a rush for the money and pushes a woman out-of-the-way to make his transaction. The woman is irritated but stands to the side while Barney enters in the information. When the money comes out she notices that he received $5,000 but only requested $500. She points this out to him and he denies it. She knows what she saw and she won’t be convinced. Barney offers to give her half of the money and she refuses the offer. She says she is going to tell the bank….What will Barney do to keep his lifestyle?

When examining behavior by executives and managers in the banking crisis of 2007-09, the answer to that question: “What will a man do to keep his lifestyle?” (I’m not being sexist, just accurate) is answered by the unethical business decisions that led to massive financial failures in 2008-09. Pay might purchase a person’s talents for an organization, but at a certain point, too much compensation begins to purchase the person’s ethical compass. Good decision-making is replaced by self-preservation and the future of the business is sacrificed for the financials of the current quarter.

The lesson is that too much compensation becomes a trap that will often lead to unethical decisions. Mega pay not only doesn’t improve performance, it lures executives to the dark side.

Maslow's Hierarchy of Needs

The Psychology of Making Too Little Money – Maslow’s Hierarchy of Needs
The other side of the issue is paying too little. In 1943, a researcher named Abraham Maslow published a paper titled: A Theory of Human Motivation. The work was based on examining successful people and their living situations. From his research he concluded that there is a Hierarchy of Needs that must be met in steps, with each step supporting the next level.

In Maslow’s paper he proposes that humans must meet their basic survival needs that contribute to sustaining life as the base level of life; however, security and safety needs are the next level. All levels above that (Belonging, Esteem, and finally, Self-Actualization) are dependent on the needs of the first two levels being met.

This is the key. Employers that fail to compensate their team to the point of a living wage should expect their staff to be in a constant state of crisis and that means they cannot expect these employees to be creative and innovative in dealing with the common issues that might arise with the customer. An underpaid employee will be in a constant state of personal crisis that will lead to many issues including reliability, focus, and attitude.

The question is how much is a living wage? That takes an individual examination of the job, the market, and the economy of the region. As the video suggests, you should pay enough to take money off the table as an issue.

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Mega Executive Pay Leads to Poorer Performance

31 Monday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Customer Relations, Human Resources, Management Practices, Public Relations, Re-Imagine!, Rotary, Science, Social Media Relations, Women

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Blogging, Dan Pink, Employee evaluations, Employment, Executive Compensation, Executive Pay, HR, job standards, LinkedIn, Management Practices, MIT, New Business World, performance reviews, Public Image, Publicity, Re-Imagine!, Rotary, Value-added, YouTube

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

Paul Kiser - CEO 2020 Enterprise Technologies

Mega executive pay and bonuses do not work. Mega executive pay and bonuses do not work. Mega executive pay and bonues do not work. Got it? No? Then watch this RSA Animate video by theRSAorg posted on YouTube featuring Dan Pink discussing pay and motivation:

Dan Pink: Drive and Purpose YouTube Video

In research and the real world the idea that mega pay makes for mega profit has been proven wrong over and over, yet we still have corporate directors handing out millions of dollars to single individuals…even when that person has led the company to failure. Why? Let’s go back to cognitive dissonance.

We are conditioned to believe that the more we pay, the better the quality. That is drilled into us. Value is determined by how much money we pay for a product or service. How could it possibly be different in paying an executive? So when MIT research, or Goldman Sachs, or BP, or Massey Energy, or General Motors , or Washington Mutual, or Merrill Lynch (the list goes on) demonstrate that mega pay does not equal mega performance…or even good performance, then people overlook the evidence and begin to use irrational logic to justify mega executive pay. Earlier in May, Bill Virgin wrote a piece for The News Tribune in Tacoma, WA to justify corporate exec pay where he said:

“Corporate CEOs have employees, labor unions, investors, customers and government regulators to worry about.”

One might think that CEO’s were alone on a white horse fighting off evil with a shiny silver sword according to Mr. Virgin. The fact is that often the workers under the CEO have a much more stressful environment and in some cases lives hang in the balance, so the CEO’s typical responsibilities fail to be a good reason to pay them hundreds of times more than the workers under them.

The surprise is how little is written in support of mega pay for executives. I believe this is due to the people who make the decision (corporate directors) having no reason to adopt executive pay policies that are based in common sense and every reason to maintain the status quo, but they also have no reason to justify their reasons to anyone. Massive pay means the appearance of importance and if you are the person handing out the massive pay you are even more important. From a corporate director’s boardroom chair the investors aren’t revolting and the customers are still buying, and Republicans are still protecting the practice, so there is no issue to discuss publicly.

But the practice has to change. Not only is it ineffective, it is immoral. Many years ago I worked in a retail store and I learned that the corporate CEO was making $4 million per year and each store was only making an average of less than $250,000 net profit per year. That meant that the work of thousands of employees in over 16 stores were dedicated to providing the salary of one person…and I can tell you, he wasn’t worth it.

If you watched the Dan Pink video you’ve learned that human motivation is based on many factors. I think the important thing to remember is that ‘satisfaction‘ is the most fleeting of all our emotions. Money is junk food in the world of motivation and performance. Too much just makes you sick.

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Relationships and Thin Slicing: Why the Other Person Knows What You’re Really Thinking

28 Friday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Book Review, Branding, Communication, Customer Relations, Human Resources, Lessons of Life, Management Practices, Membership Retention, parenting, Public Relations, Relationships, Rotary, Science, Social Media Relations, The Tipping Point, Violence in the Workplace

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Blink, Blogs, Club Members, Employee evaluations, Employee privacy, Employment, Four-Way Test, HR, job standards, John Gottman, Malcolm Gladwell, Management Practices, Membership Retention, negative relationships, New Business World, performance reviews, positive relationships, Public Image, Public Relations, Rotarians, Rotary, Rotary Club, Rotary District 5190, Rotary International, Social Media, Social Networking, The Power of Thinking Without Thinking, Thin-slicing

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

Paul Kiser - CEO of Enterprise Technologies, inc.

You’ve been warned about ‘this person’ and now you’re being introduced to them. You smile and shake his hand and say, “nice to meet you.” Visibly, you are polite and friendly; however, inside your hoping to be able to move on because even though you’ve never met him before you are preconditioned to not like him. The introduction ends and you move on believing that went things went smoothly. He walks away knowing that you dislike him and he begins to form a negative impression of you. In less than five seconds you have cemented a negative relationship…and you didn’t even know it. What happened?

Malcolm Gladwell

In Malcolm Gladwell’s book, Blink: The Power of Thinking Without Thinking, it is called it thin-slicing and it is based on solid research. Gladwell uses many examples of how the human brain picks up seemingly unseen and unheard clues and can accurately identify what is going on in a given situation. In one example, researcher John Gottman and his team coded conversations between married couples using 14 emotional identifiers (1=contempt, 2=anger, etc.) and found that they could accurately predict whether or not the couple was heading for a divorce by the subtle clues that betrayed the inner thoughts and attitudes of each person. Most of these signals lasted a second or less, but the signal clearly indicated the inner feelings of the person and the pattern of their relationship.

Gladwell argues that in a thin-slice experience we usually do not know what we know, nor why we know it, but the evidence is conclusive, we do know it. It is often described as a ‘feeling’ and people usually cannot explain it to others, so it is usually dismissed as being oversensitive. Gladwell‘s research suggests that the feeling is real and that our unconscious mind is the source of the analysis that creates a tangible, and accurate feeling and/or assessment of the situation.

: Conversations Are Never Just Casual

Based on the information in Blink one can conclude that when someone has a dislike for someone, or when people discuss someone else behind their back, the attitudes felt or expressed privately will be exposed in subtle hints the next time we meet the subject of the gossip. We are taught as children to not gossip about others, which was a valuable lesson based on what we now know; however, in the business world people often discuss work performance of subordinates with their peers or superiors. Those discussions then shape our attitudes about the subordinate, which are then revealed in our next interaction with the worker. The same can be said of any relationship, whether it be a superior/subordinate, peer/peer, Club member/member, parent/child, spouse/spouse, or any interaction between two people. Simply put, strong attitudes and opinions about another person can and will be read by that person at the next meeting.

But what is worse is once a negative relationship is formed it is almost impossible to revert it to a positive relationship. Gladwell says that if a person has contempt or other negative attitudes towards someone, even a kind or reconciliatory gesture will be misread as manipulation or motivated by a hidden agenda. That idea is reinforced by the theory of cognitive dissonance, which suggests that once we have an opinion or belief about something we will reject evidence that contradicts our opinion or belief and will even go so far as to manufacture evidence or examples to support our version of the truth.

Do We Have to Like Everyone?
Certainly we don’t have to have a positive relationship with everyone, but negative relationships tend to expend more of our energy and time. This is especially true for people in positions of leadership. Consider the time spent on emails, meetings, phone calls, and emotional stress that involve interactions with people who we have an adversarial relationship versus the support and positive reinforcement we receive through friendly relationships. It is obvious that a negative relationship that is based on our preconditioning to dislike them is not only counterproductive, but also an unnecessary waste of time and emotion.

The first step in avoiding the downward spiral of negative relationships is to recognize that our internal dislike for someone is not hidden from that person. Our actions, behaviors, and responses will be picked up and will, in turn, dictate their response to us. Gossip, whether it is causally done with friends, or professionally sanctioned as part of ‘assessment’ of subordinates is dangerous to our relationship with that person and will ultimately make our life more difficult. Most of us were taught at some point to never say anything about anyone unless you are prepared to say it to their face….it is a good rule in the home, at work, or anywhere else.

Rotary's Four-Way Test

Rotary has a Four-Way Test that is a guide to any relationship. It is meant to take Rotarians to a higher standard in business and in life. The ‘test’ is as follows:

First, is it the Truth?
Second, is it fair to all concerned?
Third, will it build goodwill and better friendships?
Fourth, will it be beneficial to all concerned?

Great words that can help us to build great relationships…even when sliced thin.

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Browser Wars: Internet Explorer losing, Google Chrome gaining ground

26 Wednesday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Communication, Customer Relations, Customer Service, History, Information Technology, Internet, Management Practices, Public Relations, Rotary, SEO, Social Interactive Media (SIM), Social Media Relations, The Tipping Point, Website

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Apple Inc., Blogs, Browsers, Chrome, Firefox, Google, Google Aps, Internet, Internet Explorer, iPod, iTunes, Microsoft, Mozilla, Net Applications, New Business World, Public Image, Rotary, Safari, Social Media, Social Networking, Value-added

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

Paul Kiser - CEO of 2020 Enterprise Technologies, inc.

Browsers are simply a platform that facilitates our access to webpages on the Internet. They are a vehicle that takes a user to the places they want to go on the Internet. Using the auto analogy, Internet Explorer (IE) would be a utilitarian type of car….a white, 4-cylinder sedan with no air conditioning and an AM radio. That may sound like a biased description, but it is not meant to be derogatory. IE’s browser has served us for 15 years (version 1.0 was launched in 1995) in the capacity it was designed; to get us around on the web with no frills or flash. But many people are no longer satisfied with just getting there. They want more, and IE is losing market share as customers learn to expect more from their browser.

In May 2005, ninety percent of website hits were via Microsoft’s Internet Explorer. It was the 800-pound gorilla of the Internet, but by April 2010, IE users only made up about half of the Internet browser market and one group (w3schools.com) showed IE’s share down to almost one-third. The past two years have seen a major change in the industry with Mozilla Firefox’s browser in a commanding second place and Google’s new Chrome browser successfully gaining market share.

April 2010 Market Share (Ave. of data by Wikipedia)

According to a report by Net Applications, Firefox had 18.3% of the browser market in May 2008, which grew to over 24% (Wikipedia’s average is 28%) by last Fall; however, Firefox’s market share growth has been flat (most survey groups actually indicate market shrinkage) during the last seven months while Google’s Chrome browser (introduced in December 2008) has had a steady half percent growth in market share each month during the same period. It is clear that Google’s new offering is still not on the radar of most browser users, but it seems that it is nearing a Tipping Point that could create a major jump in market share by the end of this year.

May 2008 Browser Market - Data courtesy of Net Applications

Dissatisfiers Driving the Change
Internet Explorer has had the advantage of being the product of Microsoft and as such it was the default browser for most Internet users. Several attempts have been made to usurp IE but none were successful until Firefox managed to gain a foothold in 2004 and started a march to capture almost a quarter of the browser market by late last year. During its growth Firefox exposed the increasing dissatisfaction of IE users with Microsoft’s product.

The most common issue for users has been the slow response of IE browser. As everything else in the world has sped up, Internet Explorer has been slowing down. It can take a minute or more for the IE browser to load up pages. Also, many of the Internet Service Provider (ISP) services like Yahoo have embedded advertising (spam) in prominent places on the page and they don’t allow the user to delete or move the ads. These ISP pages have become the home page for many IE users and they associate the spam with the IE browser even though it is a function of the ISP, not Microsoft.

Google Chrome App Page

Chrome ‘s Speed and Apps Capturing IE Users

As people become more educated about browser alternatives, IE is likely to lose more market share to newer, flashier options. Google has used Firefox’s success with a new concept of an Internet tool to advance web browsing to a new level. Users are pleasantly surprised with Chrome’s a 15-second response time versus IE’s 30 to 60 second wait. Google’s browser also offers a wide group of applications for an easy build-it-yourself home page that doesn’t include any spam. Firefox also offers apps, but it does not have the ease of drag and drop page construction of Chrome, which makes Google’s browser feel more like an Apple product in the sense that it seems more user-friendly.

That brings up the question of where is Apple in the mix? Apple has attempted to duplicate Microsoft’s model of forcing it’s Safari browser on users of Apple’s iPod/iTunes users. In over three years in the market and despite it being included in every update of iTunes, Safari (not so goody) has failed to make any headway with consumers. Google has managed to leapfrog Apple’s product, which has to be a source of irritation for the company that wants to be the primary thorn in the side of Microsoft.

The rest of 2010 will be important to the three leaders in the browser market. Google is positioned to capture a significant percentage of the Internet users and if they end the year with a market share of 14% or more it is likely that Internet Explorer and Firefox could be in a battle for survival in 2011.

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

25 Tuesday May 2010

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

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by Paul Kiser

One of the BP oil leaks in the Gulf of Mexico

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

Greed is Good

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

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

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

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

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

The 1914 Rotary Code of Ethics For Businessmen of All Lines

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

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

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

III

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

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

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

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

VII

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

VIII

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

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

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

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

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NETGEAR = BADGEAR + BAD PR = EPIC FAIL

23 Sunday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Communication, Customer Relations, Customer Service, Information Technology, Lessons of Life, Management Practices, Public Relations, Social Media Relations

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ActionTec, Best Buy, Blogs, Cisco, Community TV Series, Customer Service, Defective Equipment, DNG2000, Hulu, Management Practices, Modem, NETGEAR, New Business World, Public Image, Public Relations, Publicity, Router, Social Media, Value-added

By Paul Kiser

The appropriate location for a NETGEAR DGN2000 Router Modem

Dear NETGEAR:

Bite me…

Sincerely,
Paul

One hundred and eleven days ago our 2Wire DSL Modem Router died. It died just one day short of being five years old and it took me about a day to decide what to do about it. AT&T’s ‘store’ wasn’t going to be open until the next Monday, so I decided to go with a third-party replacement. I opted for a slightly more expensive, but faster NETGEAR Modem Router that I found at Best Buy.

I brought it home and set it up, and even though followed all the procedures, I spent most of the next two days trying to trouble shoot why some of my computers could log on and some could not. I finally called NETGEAR support and I learned that all of the computers had to have the same (lower) encryption settings of Microsoft XP operating systems to prevent the intermittent problem with each of the computers. During the call the tech requested all of my password information so he could record it.

Fast Forward 109 Days
On Saturday, May 22 our Internet service stopped working and a red ‘Internet’ light indicator appeared on the NETGEAR Modem. I called AT&T and after 15 minutes of waiting I got a real person, who then transferred me into another five minutes of void. Finally a person picked up the line and listened to my issue. She was very nice, but she told me that it is a NETGEAR issue. Ultimately, I discovered she was correct.

: The phone number is bait..if you’re willing to be a sucker

I then called the NETGEAR support number where I was given another number to call. Finally, after three phone calls and over 30 minutes of run around, I had a person at NETGEAR. After explaining the problem he asked me whether I wanted to pay $70 for six months of technical support, or $100 for one year of technical support. I explained to him that I just bought this product three months ago and he told me that May 1^st was the end of the 90-day free installation support. He explained that, “…this was a common problem..” with my equipment and that “..the technical support could fix it without taking too much of my time…”

I’m sure it was all a coincidence that my 111 day-old NETGEAR DGN2000 Modem Router failed 21 days after technical support expired. I’m also sure that I could pay the $70 ransom to have the problem fixed and that it would take the technician too long to fix a ‘common problem’, but I won’t.

The fact that the product…

…has a problem that can be fixed remotely, but I can’t fix it myself without NETGEAR tech support
…that the problem occurred after less than four months of use
…that according to NETGEAR the problem is a common problem and easily fixable
…that NETGEAR has complete access to my passwords to access the configuration of my modem
…and it will only cost me another $70 to $100 to have a working device

…is enough to convince me that I’m not pouring any more money into defective NETGEAR equipment. After a Google search I discovered that at least one Amazon.com customer went through 3 new DGN2000 modems and none of them worked. There is more to this saga, but suffice to say I was disappointed by the Phone Call Center in India and their, ‘these our the only options we can offer’ excuse. When discussing public image we can us NETGEAR as an example of an Epic Fail.

P.S.: I spent all day today (Sunday) on this problem. A second call to India resulted in much the same rhetoric, with one additional option and that is I can pay a per incident fee to have them look at my modem; however, if it is not a hardware problem they keep the fee. I’m not paying NETGEAR to prove that my equipment is defective when I already know it isn’t operational. I also cannot login to the website to check the configuration myself.

The good news is that I bought a Cisco Router and an ActionTec modem and we just watch an episode of Community with no buffering issues. That was common with the NETGEAR equipment. The bad news is that it cost me another $120 and a full day of my time to make it happen. In materials and labor NETGEAR has cost me over $1000.

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Rotary Magazine Dilemma Reveals Impact of Social Media

12 Wednesday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Customer Relations, Customer Service, Information Technology, Management Practices, Membership Retention, Public Relations, Rotary, Rotary@105, SEO, Social Interactive Media (SIM), Social Media Relations, US History, Website

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by Paul Kiser

The Rotarian magazine

Last week the Washington Post Company declared that it could no longer handle the losses of the 77 year-old Newsweek magazine and announced that it was seeking a buyer. This comes as no shock to those who are closely involved in the industry. Print media in general is under siege by competition from the Internet and there is no bottom in sight. The impact of the Age of Omni Communication is being felt by all the traditional media, including guaranteed circulation magazines like Rotary International’s The Rotarian magazine.

(Age of Omni Communication? Click here.)

Traditional Media Too Comfortable
For most of the 20th century the traditional media sources of newspapers, magazines, radio and television had settled into their respective niches. It was a balance that allowed all of the traditional media to control their share of the advertising revenue.

Print media has been accustomed to measuring success based on circulation, which means they offer numbers to advertisers that measure output, but don’t really measure effectiveness. Traditional media uses the broadcast (one-way) communication model which tends to overlook the questions of whether expensive print media ads are: 1) actually noticed by a reader, and if noticed, 2) do the ads increase sales? The analogy that print media has lived by: if you throw enough goo at a wall something will stick. It was a model of business that worked because there was no better alternative. No one had any reason to believe it would ever change.

The New World of Media
Newspapers were the first to feel the effects of the Internet. By the new millennium people were bypassing them and linking directly to news websites. Soon circulation dropped, and once circulation dropped then advertising revenue dropped. Next to go was the newspaper’s major money-maker; classified advertising. It was swept away almost overnight with the appearance of websites like Craig’s List. By 2003, newspaper revenue began a free-fall and hardest hit were investor owned newspaper groups that could not afford to lose money because they were already being trimmed to the bone in order to harvest higher dividends.

Magazine sales of Time, Newsweek and US World News Report

Magazines didn’t really see a major impact until blogs and Social Media tools like Facebook and Twitter began to dominate the world of information and communication. People began to speak for themselves and listen to raw information from sources that weren’t filtered through a small group of editors. The magazine staff saw this as heresy. How dare the public read stories that they haven’t approved! They believed that the role of the publishing world was to decide what the public should know and the Internet was full of information that they hadn’t approved.

Comfortable in their arrogance, magazine publishers thought they would survive where newspapers failed, but in 2007, popular magazines like Time and Newsweek had the floor drop out from under them. Advertisers had discovered that people were basing purchasing decisions on what other people were saying about the products/services in the Social Media. Mass advertising was losing the battle to customer reviews and person-to-person online interactions. For the first time magazines had a competing alternative that exposed the fallacy of mass advertising.

The Rotarian Meets 2010
Highly specialized magazines and membership magazines have been insulated from the fate of the rest of the print media world, but it really is a matter of time until all print media see the reality of Social Media. The official magazine of Rotary is no different and the first sign of change happened two weeks ago.

During the last week in April, Rotary International convened the 2010 Council on Legislation. This is a body of senior administrative Rotarians (all past District Governors) that review and approve changes to Rotary International policies. Among the over 200 proposed changes was a request to allow the internal Rotary magazine to be offered in an electronic format option and allow members to cancel the delivered hard copy magazine. No big deal, right? But it is a big deal.

The Rotarian Magazine is a monthly magazine with a guaranteed circulation. Every member of Rotary is required to receive it. That allows Rotary International (RI) to reach every member once a month, but it also allows RI to guarantee circulation to advertisers. No one really knows what percentage of Rotary members actually read the magazine, but in the world of advertising it is circulation that counts and it seems certain people at the 2010 Council on Legislation knew an electronic version could drastically reduce the circulation of hard copy of The Rotarian.

An electronic option is a bigger issue than just circulation numbers. This issue of electronic versus print is an example of the bigger conflict between traditional print media and Internet media. Beyond advertising revenue this is an issue of format and content.

Magazine Format versus Electronic Format
Currently, The Rotarian is a 64 or 80 page magazine (80 pages when there is a multiple page supplement). The first 30 or so pages are a mix of departments and Rotary and non-Rotary advertisements. At about page 30 the magazine starts three or four ad-free feature articles for the next 21 to 26 pages. The remainder of the magazine is small item articles, classified ads, and mostly Rotary related ads. This is a format that works for print media.

The two significant characteristics of The Rotarian print version that conflict with most models of electronic media are: 1) ads intermixed with the substance of the magazine and 2) long articles. In the most recent edition of The Rotarian (May 2010) there is one article that is 18 pages long. Internet-based reading has rejected advertising (called spam) and most information is delivered in three to five paragraphs (except, of course, my blogs which violate all the rules.) Blogs/articles that violate the rules are ignored. Therefore, to be read in an electronic format The Rotarian would have to eliminate the ads and severely trim the articles, which means a print version would either have to change or two different versions would have to be created.

There are two other options. The first is to create a version that would work with the new iPad, but that would mean members would have to purchase an iPad. The second option is to not change the format for the Internet, which would mean that most people would not read it.

Square Peg in a Round Hole
In the final analysis, a magazine is based on traditional media concepts and they do not translate to the Internet format. Social Media is focused on connections between people and sharing of ideas. A print magazine is a broadcast of information where no one cares if anyone reads it as long as the circulation numbers are good. But advertisers are getting smarter and stingier about throwing money at broadcast media.

The National Rotarian magazine

The fact is that The Rotarian is living on borrowed time. Eventually, the reality that circulation doesn’t measure anything that is relevant will cause advertisers to focus their efforts (and money) on real connections with real people. Without outside ad revenue the cost to maintain a print publication will force RI to move away from broadcast media and seek better options. The best option will be for RI to create a series of mentored blogs that allow people to read and discuss the Rotary issues that are important to them. Rotary International is already experimenting with this through Social Media tools, but there is and will be resistance to giving up traditional media.

Next year will be the centennial celebration of The Rotarian magazine. It may also be the celebration of the end of an era.

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Social Media Book Review: The Zen of Social Media Marketing

10 Monday May 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Book Review, Branding, Consulting, Customer Relations, Customer Service, Information Technology, Management Practices, Passionate People, Public Relations, Re-Imagine!, Rotary, SEO, Social Interactive Media (SIM), Social Media Relations, Website, Women

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

Book Cover

Book: The Zen of Social Media Marketing
Author: Shama Hyder Kabani
Publisher: Benbella Books
Published: April 2010
Audience: Primary: Message professionals involved in organizational internal and external communication. Also, individuals seeking to create a personal brand. Secondary: Seekers of enlightenment regarding Social Media and Professors and Teachers in many fields (e.g.; business, arts, education, communication, etc.)
Rating: (Out of 5*)
- Overall ***** (5-Must Read)
- Content ***** (5)
- Relevancy ***** (5)
- Style **** (4-down to business tone)
- Readability *** (3-read on a Kindle computer download)
- Value***** (5)
Thesis: A presentation of key aspects of Social Media and how it functions with organizational marketing.

Social Interactive Media is a very complex and variable subject. It is unreasonable for anyone to expect one book can adequately cover this topic because the Social Media tools and their use are changing daily. It is akin to asking someone to explain Art in one book….and the request is made after the Renaissance. There is much to discuss and there is still more to come. The reality is that we are still in early childhood of Social Media, but even today it can make or break governments and businesses.

Shama Hyder Kabani

Despite the impossible task the author, Shama Hyder Kabani has not only written a great book on the subject of Social Media, she is offering a solution to the problem of keeping her book relevant by updating and revising the book on the Internet. It is truly a book born in the Social Media era of handling difficult problems with New World solutions.

Teasers

Introduction – Nice comparison between Social Media and the spoon lesson in the movie ‘The Matrix”.
Chapter 1 – a) Learn how to A-C-T using a great B-O-D in Social Media. b) Strangers to Consumers to Clients.
Chapter 2 – a) What is Website 911 EMS? b) What a blog does for your website. c) Relevancy versus Content…or not
Chapter 3 – Use and abuse of Social Media.
Chapter 4 – Facebook, the coffee shop of the Internet. (I love that analogy!)
Chapter 5 – a) Twitter, it’s about the dialogue, not about you. b) What #ff means.
Chapter 6 – LinkedIn, the conference room of the Internet.
Chapter 7 – Video on Internet: a) About, b) How to, c) Why.
Chapter 8 – Social Media meets Corporate Policy.
Chapter 9 – Icing on the Social Media cake.

I discovered new information on Social Media through Shama’s book, but mostly this was a great read because she validated what I have learned, read, and witnessed in my exploration of Social Media. For me, it allows me to say to someone, if you don’t believe me, read the book. The Social Media Doubting Thomas’ need a hard copy book for information to be legitimate and that is what Shama Hyder Kabani provides to the world. She also confirmed for me that age does not equal wisdom in the world of Social Media. My experience has been that the older the Social Media ‘expert’ the more cynical and off-target the information. Shama knows her stuff and people of all ages should sit up and listen….or just leave.

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How Social Interactive Media Could Transform Higher Education

06 Thursday May 2010

Posted by Paul Kiser in College, Consulting, Customer Relations, Customer Service, Higher Education, Independent Studies, Information Technology, Management Practices, parenting, Public Relations, Re-Imagine!, Rotary, Social Interactive Media (SIM), Social Media Relations, Tom Peters, Universities

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Blogging, Blogs, Facebook, LinkedIn, Nevada, New Business World, Re-Imagine!, Rotary, Social Media, Social Networking, Tom Peters, Twitter, Value-added

by Paul Kiser

Mom!

A Future Phone Conversation Between Mom and her Son
Mom! I just got a flash from Dr. Ramjan..HE ACCEPTED ME!!!!…Yes!…I start his program right away….for crepe’s sake Mom, it’s not like when you went to college. I don’t have to go sit in a classroom and listen to some no-name drone on about stuff nobody cares about!….No, I’m not slamming your education, but honestly Mom why did you put up with it? Going to classes, paying for parking, student fees, and being told what professors you had to learn from, etc., etc….

Paul Kiser - CEO 2020 Enterprise Technologies

Tomorrow’s College to Be Professor Based, Not University Based?
Brick and mortar universities have created elaborate rules and policies (and fees) that tell a student what classes they must complete (some required, a few elective) to obtain a degree. Many of the classes will have facts based on outdated research that must be memorized for tests. In the end the student has a degree that includes course work that had little to do with what is going in today’s working world, but was forced on him or her by a system of Higher Education that is designed for the education of a group, not of an individual.

Social Interactive Media (SIM) tools create new options for Higher Education that could overcome many of the shortcomings of the current University environment. Here are a few issues with the status quo and how Social Interactive Media offers solutions to these issues:

Less Education at a Higher Cost – Universities are slashing budgets as they are being given less money with which to operate. This means larger classes, fewer professors, and older facilities and equipment.

SIM Solution: Eliminate the major costs of massive campuses and administrative overhead using Social Media as a student’s access to the professor. The classroom can be anywhere in the world, including in the field or in the student’s home. This is not a new idea and the use of the Internet for teaching is becoming widely accepted.

Lack of Choice – In the University environment the student has little say in what classes they will take and even less choice in the professor. The professor might be a graduate student with little or no teaching experience, or a tenured professor that has years of teaching experience, but has not performed any research in his or her field for a decade or more.

SIM Solution – Allow the student to choose the seminars and the instructors based on the information and reputation of the professors through blogs and references online. This may create a new classification of the Education Coach who advises and recommends professors and course work. Perhaps Education Coaches will be individually accredited and specialize in certain fields, or perhaps they will be accredited to help a student define a general studies (liberal arts) type program.

Inflexible Scheduling – University classes are based on the concept of group teaching, which requires all students conform their lives to the schedule determined by administrators.

SIM Solution – Individualized studies where the professor works with the student schedules programs that are mutually beneficial.

For decades there have been versions of independent study programs and in the past decade, many legitimate Internet-based colleges programs; however, the negatives of the existing University environment, exacerbated by funding shortfalls open the door to Re-Imagining higher education as a Student/Professor centered system that is relevant, rather than an administrator/bureaucratic centered system that is insensitive to the individual.

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United and Continental Airlines: Merger with the Devil

03 Monday May 2010

Posted by Paul Kiser in Customer Relations, Customer Service, Human Resources, Management Practices, Public Relations, Re-Imagine!, Rotary, Social Media Relations, Tom Peters

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Blogs, Customer Service, Management Practices, New Business World, Public Image, Public Relations, Publicity, Re-Imagine!, Rotary, Tom Peters

by Paul Kiser

Paul Kiser – CEO of Enterprise Technologies, inc.

They are not too big to fail and personally that is the only viable option I see for United Airlines. I apologize for my tone, but United Airlines is the worst of the worst and I’m not alone in my opinion.

Today it was announced that United Airlines and Continental Airlines are officially merging. What a dumb move on Continental’s part. Here are some of the comments I picked up about this merger:

“United is nothing but a mediocre airline, I don’t think I want to be combined with that work force. Continental has better customer service, it has a better product.” (1)

A Continental Airlines pilot that didn’t want to be identified

This is a sad day…united sucks…continental is an awesome airline. Some asshole will get a HUGE bonus for this and we travelers will get sh*t for service and surly b**ches at check in from united. I really hate American business nowadays. (2)

Comment to a Blog (I masked the worst of the vulgarity)

The worst kept secret in the airline industry is that United is a dysfunctional, uncaring, arrogant, and consistently bad air carrier. It has the public image of GM when Congress was considering bailing the car maker out in 2009. Songs have been written about United’s poor customer service.

(Listen to United Breaks Guitars by David Carroll)

United Airline service can best be summarized by this slogan: “We don’t care, we don’t have to.”

United is destined for failure and this merger seems to confirm that UAL continues to take action for all the wrong reasons. This merger is done for one purpose and one purpose only: a desperate attempt to show the investors that it is doing something, anything, to avoid certain death.

United demise has been a slow, painful process of false promises, betrayals, and really, really bad management. United employees have been jerked around so many times that they no longer care about customer service. I have interacted with them enough to see that UAL has institutionalized poor customer service.

One example happened to me last year at Denver International Airport. I was flying with my four year-old boy and we were checking in for a flight from Denver to Reno on United. As we approached the ticketing area we walked past 80 or more ticket kiosks that were wide open. They were all reserved for the handful of passengers with no baggage or for international travelers, while passengers with baggage were only offered ten or so kiosks and a 30 minute wait in a long line. They had more people directing traffic for the long line than they had assisting passengers. That is not poor customer service, that’s customer loathing. United employees have heard it all, seen it all, and they see no reason to care.

My guess is that new employees at United are trained by people who are so cynical about their management and customers that they drive out any spark of hope in the rookies. That level of institutionalized hate for your job can’t be fixed without massive changes in staff. It would take a complete wipe of all levels of management and dismissal of almost all rank and file employees to excise the environment of customer hate that exists at United. A merger may make investors happy but it changes nothing in the poisonous environment that will spread to Continental after the merger.

Is there any hope? Not likely. The company name will stay United, so people will associate Continental employees with the sour employees at United. That’s not good. Jeffery A. Smisek, the CEO of Continental, will be the CEO of the new company, but United’s headquarters in Chicago will be the HQ for the new organization, which means the United ongoing leadership attitudes and problems will be retained.

Regarding the merger, Smisek said, “This combination brings together the best of both organizations and cultures to create a world-class airline with tremendous and enduring strengths.” and added, “Together, we will have the financial strength necessary to make critical investments to continue to improve our products and services and to achieve and sustain profitability.”(3)

Note that Smisek says nothing, not a word, about the 800-pound gorilla in United’s Operations, which is bad, really bad, customer service. United Airlines wouldn’t be out looking for a merger if it wasn’t a house of cards ready to collapse, but the new CEO seems blissfully ignorant that most flyers would fly anything but United.

All this is good for the customer because it will probably lead to the demise of a mega airline within 36 months after the completion of the merger and the equipment will be sold off to smaller carriers.

However, I can see a small opportunity for a turnaround, but it would be a miracle. First, it is that Public Relations professionals dream because they can go no where but up. Second, all public image is local, so it would take massive retraining of the staff to do a Tom Peters’ Re-Imagine! of the company. The extreme makeover would have to happen at the rank and file level. If they don’t buy into a 10.0 seismic shift in customer service the makeover is doomed. Investors be damned, everything would have to be done to make the passenger a VIP. No baggage fees, no accountants counting nickels and dimes.

Realistically the dynamics at United make the task impossible. Labor unions, cynical employees, authoritarian managers, accountant infestation and investor worship, all would work against the goal of excellent customer service, so that leaves the obvious option: let United die. It is unfortunate that United will take Continental down with them, but I guess they asked for it. Dumb move.

(1) Top News Article: http://topnews.us/content/218898-continental-airlines-worried-about-merging-united-airlines

(2) Joe.My.God Blog: http://joemygod.blogspot.com/2010/05/united-and-continental-airlines-to.html

(3) American Headline News: http://abh-news.com/united-and-continental-airlines-merge-2738.html

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Car Dealership Re-Imagines Customer Service

30 Friday Apr 2010

Posted by Paul Kiser in Branding, Lessons of Life, Management Practices, Passionate People, Public Relations, Random, Re-Imagine!, Rotary, Tom Peters

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Auto, Auto Dealerships, Camry, Car, Car Dealerships, Carson City, Carson City Toyota, Nevada, New Business World, Public Image, Public Relations, Re-Imagine!, Recall, Rotary, Starbucks, Tom Peters, Toyota, Value-added

by Paul Kiser

Car Dealerships: A Scorpion on the Fox’s Back

The world revolves around certain truths and we hold these truths to be self-evident. One absolute truth is that interactions with a car dealership will leave the customer feeling soiled, dirty…robbed. It’s bad enough to buy a car from a dealership, but then to have to go back for regular servicing is rubbing metal shavings in the wound. Bad customer service at a car dealership is a fact, like the sun rising in the morning, or traffic lights always being red when you’re late for a critical appointment.

Paul Kiser - CEO of Enterprise Technologies, inc.

Last year we bought a car and admittedly the experience was not what I expected. I attributed the unusually positive experience to the fact that we had our loan pre-approved through USAA and to already completing an Internet search for the car we wanted. The dealership we finally did business with was located in Carson City, Nevada and they were willing to close the deal over the phone (and fax)…with no haggling. I gave them the results of my search through USAA and they found a car with most of the features, gave me a price that was close to what I expected and we were done. It was a freak situation.

However, regular servicing on the car would still force us to go back to the dealership, so despite our positive experience, I set my expectations appropriately low for return visits. I should note that our car is a Toyota Camry and yes, part of the service I had done this week was the accelerator assembly recall work. I didn’t get upset about the recall. Cars are incredibly sophisticated systems and I’m amazed that we don’t have more problems. I know other people are outraged, but honestly, if this had been a problem with GM cars we would have all said, “GM cars still suck.” But because is was Toyota, we all had higher expectations.

I am confident that our Camry is a quality product, but experience has trained me to expect the dealerships to behave like the scorpion who stings the fox. The story is about a scorpion hitching a ride on the fox so that both of them can cross a river, but partway across the scorpion stings the fox, dooming both of them. In one version of the story, when the fox asks why the scorpion stung him he answers that it is in his nature. Likewise, bad customer service is in a car dealership’s nature.

Carson City Toyota: Do They Not Understand? Their Supposed to be Bad!

On Monday I called to make an appointment. They asked me when I wanted to bring it in. “Thursday,” I said, expecting a response that this week was booked, maybe next week. Instead he responded, “What time do you want to bring it in?” This guy had to be new, because he didn’t understand how the game works in the auto service world. He apparently didn’t know that the customer doesn’t schedule the appointment time. The dealership always schedules the time and they always manage to find the most inconvenient time of the day to drop the car off. But I wasn’t going to tell him his job so I said, “10 AM?” He said, “That will work fine.” Now I knew this guy was not only new, this was probably his first day.

My plan was to go in and drop off the car and go to a Starbucks for the rest of the day. They said it would take three to four hours, which is car dealership speak for six to eight hours. I hoped to drop it off and get out of there as quickly as possible. Most car dealerships can be scary places and the Service Waiting Area is usually a modified storage room with an old TV that is tuned to Fox News or a Soap Opera.

Carson City Toyota just prior to opening the new location.

I knew that Carson City Toyota had just moved into a new facility and I expected to be a new version of the same old thing.

My first shock was that instead of parking the car outside and turning over the keys to some overworked and poorly paid clerk at a counter, this dealership has a huge, fully enclosed car drop off area. I pulled my car inside and the service person immediately met me, introduced himself (Greg), asked all the questions, looked over the car, and then took me to his office to enter in all the information needed to pass to the service staff. I decided that he must be the new guy I talked to on the phone because he was entirely too attentive and efficient for a seasoned car service professional. He confirmed it would be three to four hours for all the work to be done.

I told him I was going to walk to the nearby Starbucks and he said that would be fine, or if I needed a shuttle somewhere he could have me dropped off. He showed me how to go through the new building to get to the front but as he walked me into the heart of the dealership we came to the ‘Waiting Area’.

A Waiting Area for VIP’s…the Customer?

I looked over the room and thought, “Mother of God!” This was not what a Waiting Area in a car dealership is supposed to be! The waiting area was the size of two or three Starbucks. There was a floor to ceiling stone wall with a fireplace and a large flat screen TV. In front of the wall were 12 or so sofa-type chairs with a desk-like arm on the side, all facing the fireplace/TV wall. To one side was a cafeteria-style refreshment area with a variety of coffee/tea offerings and free small pastries. I was impressed!

I walked through this beautiful tiled lounge area only to discover that I had only observed half of the waiting area. On the other side was the mirror image with another 12 or so sofa-type chairs. The only difference was that instead of a refreshment station along the wall they had installed a laptop computer counter with power outlets and bar stools. They even had free WiFi!

Carson City Toyota is a car dealership that obviously values their customers and treats the customer with kindness! What is wrong with them!

I was committed to my Starbucks Chai Tea, so I walked the block to the store and settled into my normal routine. At three hours on-the-dot Greg called and said, “I’m sorry Mr. Kiser, but they do not have the car ready yet.” Yep, he’s new. Rule No. 1 in the world of auto service is that you don’t keep the customer informed because if you do it once, the customer will expect it all the time. I told Greg that I was settled in and it was not a problem. He told me he would call me when it was ready.

A little over an hour later Greg called me again and said that the car was almost ready. I wrapped up what I was doing and walked back to the dealership. When I got there I learned that my car was being washed…at no charge. I settled the bill and a few minutes later my car was ready for me…parked as close as possible without driving it into the waiting area.

It’s been 24 hours and I’m in still in awe. One thing I know is that the experience we had last year when we bought the car was not a fluke. Customer Service is not an accident at Carson City Toyota.

For decades Tom Peters has been preaching about things like ‘taking care of the customer’, ‘creating a new paradigm’, and rising above the customer’s expectations. Peters wrote the book on Re-Imagining the business. It appears to me that Carson City Toyota has read the book and is writing their own chapter.

(This blog was not paid for, nor solicited, nor approved by Carson City Toyota.)

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Death of ALL Salesmen!

29 Thursday Apr 2010

Posted by Paul Kiser in Branding, Consulting, Information Technology, Management Practices, Passionate People, Public Relations, Re-Imagine!, Rotary, Social Interactive Media (SIM), Social Media Relations

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Management Practices, Marketing, New Business World, Public Image, Public Relations, Sales, Salesman, Salesperson, Selling, Social Media

Dear Mr. Webster:

Please remove the following words from your dictionary: ‘Sales‘, ‘salesman‘, ‘salesperson‘, ‘selling‘, ‘advertise‘, ‘ads‘, …oh, and while you’re at it, remove that word, ‘metrics‘.

My reasons are as follows: While there are still gullible people who can be manipulated into buying something they don’t need, ‘selling‘ is an illegitimate word for today’s socially interactive, connected, and informed world. It can be eliminated.

The same is true for ‘advertising‘. The idea of annoying people while they are involved in an activity like reading, watching TV, or listening to music has forced people to find alternatives to being inflicted with a sales pitch as payment for doing something they enjoy. In a social interactive world we don’t need to be assaulted. People will discover good products and services through mass personal communication, therefore, advertising can also be eliminated.

As for the irksome term ‘metrics‘, it makes people giggle when some pompous fool uses it, so ….wait, nevermind ….keep ‘metrics’, it helps me identify our village idiots.

Thanks so much.

Sincerely,

Paul Kiser

Attention Must Be Earned!: Don’t Sell, Educate

Paul Kiser - CEO of Enterprise Technologies, inc.

Selling is a term that implies aggressiveness and manipulation. It gives business owners the mistaken belief that if customers aren’t buying their product or service that it must be the fault of the ‘Sales’ team.

Here’s a thought: If people aren’t buying what you’re selling, maybe it’s because your products or services SUCK!

If a person doesn’t need a product or service, ‘selling’ them it will only lead to buyer’s remorse/regret and make the customer irritated at the company that manipulated them. Selling is the act of a desperate person who doesn’t believe in their product or service, but still hopes that they can find a sucker to bite. Selling something a person doesn’t need is a scam and it should be reserved for companies that have no honor or dignity.

The only time a product or service should be purchased is when it is needed by a customer and/or when it will improve the customer’s life. Usually, a customer is not aware of all the products or services that can improve their life and that is an opportunity to educate, not sell. Education is a service that makes the customer smarter. It is not aggressive, nor desperate and it leads to a stronger bond between the customer and business. Education is offered by a consultant that has his or her customer’s best interest in mind.

To educate a customer requires that the consultant know the client/customer. The consultant should not be working for her or his company, but rather for the client. What is on the line is the brand, not of the company, but of the consultant. A person who ‘sells’ damages his or her reputation and the person who educates becomes a valuable resource.

Educating rather than selling is a simple concept, but so few businesses seem to grasp it. Why? Because too many business think in the short-term – “What are our sales this month?” It’s a bad way to do business and it leads to pressure to ‘make a sale’. If revenue is down there are three possibilities.

The customer has been well-taken care of and doesn’t need anything else now.
The customer doesn’t realize that your company has a solution that they need.
The customer knows your products/services suck.

If the situation is the first reason (a satisfied customer), then the consultant has done his or her job well! A consultant can only take action if the situation is the second reason (needs more education.) However, if business is down because of the third reason (inferior product/service) then it is the business owner’s fault, not the consultant’s.

It is time to stop abusing customers. Start treating them with respect. Kill your sales staff (well, not literally) and all terms that suggest manipulating the people who keep you in business. It is a win-win for everyone.

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Rotary: Club Websites Not Optional

19 Monday Apr 2010

Posted by Paul Kiser in Branding, Club Leadership, Customer Relations, Customer Service, Information Technology, Internet, Management Practices, Membership Recruitment, Membership Retention, Passionate People, Public Relations, Re-Imagine!, Rotary, Rotary@105, Social Interactive Media (SIM), Social Media Relations, The Tipping Point, Website

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Club Members, Club Website, Facebook, GM, History of Rotary, LinkedIn, Membership Retention, New Business World, Public Image, Public Relations, Publicity, Rotarians, Rotary Club, Rotary District 5190, Rotary International, Social Media

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

Looking In From Outside: Understanding Our Public Image

Paul Kiser - Rotary District 5190 Public Relations Chair - RC of Reno Sunrise, NV

When Congress was considering giving survival loans to American car manufacturers it was interesting to see the reaction of the American public. There were calls by many to let the car manufacturers fail even if it meant forcing hundreds of thousands of Americans out of a job. This is a great study in Public Relations, or the lack of it. The American auto industry spends millions of dollars to advertise. From a standpoint of ‘publicity’ they have one of the largest shares of advertising power of all the industries in America.

But while the auto industry may be giants in ‘publicity’, they suck at Public Relations. How bad do you have to be at Public Relations to have your customers and potential customers wanting to see you fail? A key component to Public Relations is understanding your ‘public image’ and that involves looking at your organization as an ‘outsider.’ The auto industry either was blissfully ignorant of their public image, or just didn’t care. It’s an easy mistake to make, but it’s almost always a fatal error.

A Rotarian sees our organization from an inside view. She or he typically understands and accepts the purpose of Rotary and values the organization as fulfilling a significant role in her or his life, as well as in the local and world communities. Whether it is by design or by accident, the leadership of the Rotary Club creates an internal public relations message that is communicated both actively and passively to the membership. From that internal message the member forms an attitude and opinion of what Rotary means to them.

However, when discussing the positive and negative aspects the Club’s public image we must ignore everything that we have learned from the internal message and put ourselves in the place of the person who knows nothing about Rotary. This is a critical step if we are to understand the strengths and weaknesses of our external public relations message.

In fact, the issue goes farther than assuming a person knows nothing about Rotary because in many cases people have heard of Rotary and they have a skewed and/or false impression of the organization. The person who is not a member of Rotary either:

Doesn’t know about Rotary
Knows, but doesn’t understand the purpose of Rotary
Has a false and/or misleading impression of Rotary and therefore doesn’t believe that the organization to be worthwhile
Knows and understands the purpose of Rotary, but doesn’t want to participate in the organization for some reason

Of these four reasons, the first three require additional information for the person to make an informed decision about participating in, and/or supporting Rotary club’s programs and projects.

Making Clubs More Accessible

The challenge is to somehow make more information available to the public about Rotary, the Rotary club, and our purpose as a service organization. We can do this through one-on-one contact, which is a valuable tool; however, even with a one-on-one contact the person is seeing Rotary through the eyes of one Rotarian and that member may not have all the information needed for the person to make an informed decision about the purpose and value of Rotary. Even attending a club meeting will not provide enough information for a person to understand why Rotary might be an organization that could meet her or his personal needs.

In addition to one-on-one contact, we can also purchase advertising and send out public service announcements to inform the general public of the scope and purpose of Rotary; however, people may be exposed to the message for only a few seconds, which may create more questions than answers.

The problem is that we need to make information about a Rotary Club more accessible. This would be hard under normal circumstances, but at the same time we are looking to ramp up Public Relations to make Clubs more accessible, the world of communication and information technology is undergoing a metamorphosis.

Communication 2010: Not Your Father’s, but, Your Children’s Internet.

By 1995, it was clear that the Internet, and websites in particular, were going to become a valuable business tool, but to find a company’s website you typically had to know the web address. By early in the new century, Google had created a search engine that was so effective, it began to replace phone books and print advertising as tools to market and provide information about an organization.

In addition to websites, the explosion of new social networks like Facebook and Twitter have changed the landscape of Marketing and Public Relations. Traditional methods of communicating information are being replaced with an Internet media that is so rapid that even oppressive governments find it difficult to keep pace and silence their citizens.

The changes in information communication have happened so fast that a ten year-old child in 2000 has seen the birth and rise of Google; the Blackberry; text messaging; MySpace; Facebook, Twitter, and all the other Social Media. That ten year-old child of 2000 is now a twenty year-old adult in 2010 and they have seen newspapers and magazines first falter, then collapse as the new media displaces slow and expensive with fast and inexpensive.

Accessibility is the Alpha and Omega of Public Relations in 2010

A Rotary Club exists for one and one half hours once a week. The Club is inaccessible to most of the public the remaining 166.5 hours of the week. To become more accessible we must bypass yesterday’s traditional methods for communication and information sharing that are no longer viable options as effective Public Relations tools. Clubs must learn to use communication methods that will allow accessibility to the public using today’s technology and we must be prepared to change our methods in order to adapt to new technologies.

While a Club website is hardly a new idea, many clubs fail to have even this basic Public Relations tool. The Club website creates a 24/7/365 presence that allows it to be accessible to anyone in the world. The Club website is the ultimate membership recruitment tool as it can offer a full explanation of the club, and its projects and programs. In addition, the website can give an interested person direct access to someone who can help them take the next step to becoming a member. An updated and dynamic Club website can no longer be considered an option for any Club that seeks to remain relevant in the community. It is absolutely essential for successful external Public Relations.

A great example of a Rotary Club website is the Rotary Club of Reno New Generations. It has a great look, and it has several functions that use Social Media tools.

(See their website at www.renonewgenrotary.org)

It is easy to overlook how critical Public Relations can be to a Club’s survival, but for every Club that is scratching their heads over why recruiting new members is so difficult, take a hard look at your Club website…or lack of one.

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Social Media 2020: Keep it Personal

19 Monday Apr 2010

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

≈ 4 Comments

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Bloggers, Blogging, Blogs, Employee privacy, Employment, Facebook, HR, LinkedIn, Management Practices, Marketing Yourself, New Business World, Public Image, Re-Imagine!, Rotarians, Rotary, Social Media, Social Networking, Tom Peters, Twitter

by Paul Kiser

Part of the challenge in learning new things is getting enough information until you can hit that magic ‘A-HA!’ moment when the information starts falling into place. Most of my ‘A-HA!’ moments occur when listening to someone who has insight on the topic AND they can frame the information in such a way that it makes everything else I’ve learned fall into place.

For over 20 years many of my A-HA! moments have come after reading Tom Peters, but recently my A-HA! moments on Social Media have come from listening to people like Dr. Bret Simmons.

(www.bretlsimmons.com)

Dr. Bret Simmons http://www.bretlsimmons.com

He is well ahead of me on the learning curve of Social Media, but I am finding my course in the digital jungle easier by the path he is blazing for the rest of us common fools. He has a unique perspective that I appreciate, and it doesn’t hurt that we both share a mutual distaste for archaic human and public relations management practices.

A few months ago I listened to him talk to a group of young professionals. During the talk he caused an A-HA moment for me. He said, “use your name” in the Social Media arena. That seems terribly simple, but it is a foreign concept to many. He went on to say that the message that a person conveys to him by not using their real name is that they don’t value him enough to share his or her identity.

(Listen to Dr. Bret Simmons talk about Personal Branding)

I go farther than Dr. Bret, because when someone doesn’t use their own name..full name..I wonder what they are hiding. I can certainly understand situations where using a full first and last name may be a personal security issue; however, if you’re in the business world and you want to build your individual brand then you must use your real name.

My father’s generation expected to work for one or two employers during their career. In the past 40 years that concept has died. What has replaced it is an attitude by employers of a one-way contract. They want the employee to pledge complete loyalty, but in return they have no obligation of offering the employee job security. Building your personal brand is the only job security you have in today’s market.

In today’s environment your name should be the address for your website, the title of your blog, and identify you on Facebook, Twitter, and LinkedIn. Your resume is not what you have on paper, it is what you have out on the Internet and the quicker you accept that fact, the faster you can start working on developing your public image and engage in the today’s market.

Does that mean you risk embarrassing yourself? YES! Get over it. With each embarrassment you will become a little better at self-monitoring, both online and face to face. We are human beings and if you don’t get a job because of something you said two years ago then you have dodged a bullet. Any employer who is looking for the perfect employee is going to be staffed with people who don’t risk failure and that is not the company to be associated with in today’s world.

You owe it to yourself and the rest of the world to create your own personal brand. If you don’t then expect your tag line to be, “would you like fries with that, sir?”

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Social Media 2020: Public Relations 2001 vs Social Media Relations 2010

13 Tuesday Apr 2010

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

≈ 1 Comment

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Book, Facebook, HR, LinkedIn, Management Practices, New Business World, Public Image, Publicity, Social Media, Social Networking, Tom Peters, Twitter

A lot has changed in the last nine years in regard to the world of Public Relations. In Part One I compare the fable presented in the Late 1990’s book, Who Moved My Cheese by Spencer Johnson to the reaction towards today’s new world of Social Media. In Part Two of this series I compare how we looked at Public Relations in 2001 versus how we look at it today.

Paul Kiser

(Read Part One of this series – Social Media 2020: Who Moved My Public Relations?)

Public Relations 2001: The Power of Third-Party Media

In 2001, Public Relations was more distinct. A person could easily identify the roles and responsibilities. Publicity was defined as earning the attention of third-party media of an organization through free media channels. Promotion described the use of paid third-party media advertising (newspaper, radio, TV, phone book, mail, etc.) to gain public attention. It was easier to define Public Relations in 2001 because it consisted of three distinct roles: 1) The organization seeking publicity/promotion, 2) the third-party media, and 3) the target audience.

Of the three roles, the third-party media was considered a deity. The goal of PR professionals (and non-professionals) was to gain favorable attention of those key people in the third-party media so that they would talk about you to their audience. You could buy your way into the hearts and minds of the media, but the goal was to seduce the media and gain their favor. Journalists, newspaper editors, television news directors, and other media professionals had the power to make or break the public image of company and/or influence customers purchasing habits. The people in the media were the gatekeepers to the public.

In 2001, the Internet was not new, but it was still primarily a place of email and websites. PR professionals were promoting websites as another tool in their arsenal to reach the public, but many organizations still had their doubts about the importance of how a website could increase their business. A few could see beyond the existing uses of the Internet. Some of those gifted few might have imagined a world where junk mail and the yellow pages would become obsolete, but the idea of masses of people in continuous connection to each other was hard to fathom by almost everyone, especially PR professionals.

The New Cheese: The Individual

Tom Peters - author of Re-Imagine! New Business Excellence in a Disruptive World

One person who saw something brewing in the early part of the new millennium was Tom Peters. In his 2003 book, Re-Imagine! Business Excellence in a Disruptive Age, he devoted a chapter to Individual Branding. He suggested a future where the skills and experience of the individual would be key to ‘New Business’. A world where a person isn’t swallowed up as a commodity in the belly of a corporation, but rather as an independent professional that companies would compete to have on their team.

(Go to Tom Peters Re-Imagine! website)

In 2003, it seemed hard to imagine how an individual could become relevant in a business world that often captured employees and then made them sign non-disclosure, non-compete, we-own-you agreements. The ability for someone to market themselves was severely restricted, if not, banned outright by the corporation that made no promises of job security, but demanded total loyalty.

Perhaps Peters could see that the blogging sites of 2001-03 were signaling a new age of individualism; perhaps there were trends in place that Peters could project in the future; or perhaps (and this is my theory) that Peters has the ability to travel in time; but with the development and massive growth of Social Interactive Media in the last five years, Peters accurately predicted a new world of branding of the individual that is now a reality.

The Individual Trumps False Corporate and Media Gods

The rapid growth of Facebook and Twitter are two of the significant factors that changed the world of Public Relations. Facebook made Social Media acceptable to millions. Social Media allowed an individual to connect with hundreds of other people without the approval or denial of a third-party media deity. Ideas, opinions, and knowledge were now being shared and it all bypassed the traditional gatekeepers. It is hard to say what was the critical mass flash point that pushed Social Media into the mainstream, but once Facebook exceeded 100 million users there was no doubt that the Age of the Individual had dawned.

Twitter’s contribution to the age of the individual was two-fold. The 140 character limitation for Twitter messages created a need to link to blogs, articles, and websites to fully convey new information and ideas; therefore, the practice of embedding links into a Tweet became commonplace. That spurred a new connectivity of an individual’s ideas and opinions to the rest of the world. Prior to Twitter, a blog was primarily found via a Google search, but a Tweet brought more attention to the general public without relying on a deliberate search, AND, the Tweet put new information out to an audience that was already interested in the topic.

The second impact of Twitter was a continuous flow of connectivity. As a Social Media tool it put people in touch with each other 24/7/365. While other Social Media tools could make a similar claim, Twitter encouraged users to stay connected and placed a priority on real-time interaction. This was a pace of communication that corporations, with layers of control and approval, were not equipped to handle. The corporate practice of running every statement or concept by a Public Relations professional before it goes public was not possible in the world of real-time information. Twitter was designed for communication of individuals, not corporations, which is exactly the way users wanted it.

A Different Flavor of Cheese

Nobody will deny that Public Relations is still not a viable function in today’s world, but the old concept of the worship of third-party media like newspapers has been lost. Discussing the Internet and Social Media when a newspaper professional is in the room is like discussing a new girlfriend in front of someone who used to date her and got dumped. Public Relations is no longer an effort to make the best possible impression with the public as it is about being genuine. Users of Social Media can spot a fake PR effort and anything that smacks of a corporate sell job is rejected…permanently.

To survive in a world of ‘Social Media Relations,’ corporations no longer can hide behind the perfect façade of Public Relations. A business will be judged by the sum of its individuals and that means less control and manipulation of its employees. The successful company will unshackle its people to dazzle its customers with their expertise of the business, and their competitors will tremble in fear. It’s a new world, but not for those who don’t adapt and adopt.

Tom Peters world of New Business is here and Public Relations can no longer hide behind the curtain in New Oz.

Other Blogs on Social Media and Public Relations

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Social Media 2020: Who Moved My Public Relations?

12 Monday Apr 2010

Posted by Paul Kiser in Information Technology, Management Practices, Public Relations, Random, Rotary, Social Interactive Media (SIM), Social Media Relations

≈ 3 Comments

Tags

Blackberry, Newspapers, Promotion, Publicity, Spencer Johnson, The Publicity Handbook, Who Moved My Cheese

Paul Kiser - CEO of Enterprise Technologies, inc.

Twelve years ago the book, Who Moved My Cheese? by Spencer Johnson was published. It gave us fable about mice and men and how each handles change. In the book Johnson’s mice discover the cheese is all gone and immediately begin to search for a new supply of cheese; however, the when the humans discover the cheese is gone they assume someone has moved it and become angry because they saw themselves as victims of change.

I think we can apply this lesson to the field of Public Relations. Some are handling the massive changes in the field with acceptance and are adapting to the new paradigm, but some are taking a more human approach and seeing themselves as victims.

The new social media like Facebook, Twitter, and blogging are seen by some as evil, corrupt, and useless. Some business people feel it is unfair that people are making purchasing decisions from information they glean off the free social media sites when they are paying for advertisements to influence them. Some in the traditional media (newspapers, commercial TV, radio, etc.) may feel it is unfair that their sources of revenue are abandoning them for inexpensive promotional tools on the Internet. It’s all soooo unfair.

Someone moved Public Relations and it’s just not right!

I mention this because a few weeks ago a friend let me borrow a book called The Publicity Handbook by David R. Yale and Andrew J. Carothers. It was published by McGraw-Hill in May of 2001. In the nine years since it was published the field of Public Relations was moved. What we knew and understood about communication and media in 2001 has little to do with the world of communications and media of 2010, and the speed of change seems to be accelerating. Consider just a few of the changes since 2001:

Newspaper Circulation: Down 21% from 2001 (55.6 M) to 2009 (44.0 M) and newspapers lost over 10% in 2009 alone.
Newspapers Closed: 105…in the first seven months of 2009.
Social Media Sites: MySpace, Facebook, Twitter, etc. all started after 2001.
Blackberry Smart Phones: 2002

So what can a book on publicity have to say that has any value in today’s environment?

Quite a bit. The Publicity Handbook is a good foundation for anyone who is trying to learn the basics of the field of publicity and I it is a book I would recommend; however, for me, it gives a measure of how much has changed in the past nine years.

Next — Social Media 2020: Public Relations 2001 vs Social Media Relations 2010

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Publishing Industry to End 2012

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Fear of Public Relations

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Rotary@105: What Kind of Animal is RI?

12 Monday Apr 2010

Posted by Paul Kiser in Management Practices, Membership Retention, Public Relations, Re-Imagine!, Rotary, Rotary@105

≈ 1 Comment

Tags

2010 Council on Legislation, Code of Policies, Council on Legislation, Manual of Procedure, Ray Klinginsmith, RI Constitution, Rotary Council on Legislation

Paul Kiser - Rotary District 5190 Public Relations Chair - RC of Reno Sunrise, NV

by Paul Kiser

When considering the care and feeding of any beast one must first decide what kind of beast you have, and that is not an easy task when examining the beast known as Rotary International (RI). I’ve been thinking about this because in two weeks RI will hold the 2010 session of the Council on Legislation (CoL). This meeting is charged with approving new policies and policy changes that will determine what RI will be, or not be, for the next three years.

If you don’t understand what I’m talking about…you are not alone and some background might be helpful.

Rotary International is a separate and distinct organization. We, as Rotarians, do not belong to Rotary International. The individual Rotary Club is a member of Rotary International, but the club members are not. It’s a fine line, but a very important one. Our clubs have a voice in RI, but individual members do not.

RI is governed by the Manual of Procedure (MoP), the Rotary Code of Policies, and the RI Constitution. The Council on Legislation decides changes, deletions, and additions to the governing documents. This happens once every three years…yes, I said once every three years. After the Council on Legislation meets during the last week of this month (April 2010) it will not reconvene until 2013.

The Rotary Theme Logo for 2009-10

Individual members cannot propose changes to the Council on Legislation (because they are not members of RI), so for a Rotarian to propose a change to RI policies and procedures she or he must get his or her Club to do it. Once a Club has decided to propose a change to the Council on Legislation they must:

Propose the change almost two years prior to the Council of Legislation (2008 deadline for 2010 CoL)
Have that proposal approved by the majority of clubs in the District
Gain the approval of the Council Services (Administrative Staff at RI) that the proposed legislation is legitimate

The Council on Legislation only sees the proposed legislation that survives all of these hurdles and many proposed changes die in RI’s Council Services review process.

It is noteworthy that all things RI are handled by two groups of people. District Governors (past and present) consist of one group. They serve in various capacities in governing RI, including serving as District Representative to the Council on Legislation.

The second group is almost invisible to the rank and file of Rotary. That group is the administrative staff at RI. The RI staff is governed by the MoP, Code of Policies, and the RI Constitution; however, they also serve as the gatekeeper, and in the case of the Council on Legislation, the Council Services division has significant power to allow or deny legislation to be presented to the CoL.

Change in RI is controlled by who is allowed to make the decisions and by the drawn-out approval process. Part of the challenges we face in making Rotary relevant for 2010 and beyond is the fact that our organization is not structured to allow changes to be done quickly, or in some cases, at all. Our RI beast is governed by policies and procedures that, for the most part:

can only be changed once every three years
proposed changes must be submitted in two years in advance
proposed changes must be filtered through the District Governors who may not support the change

Whether intentional or not, this process is designed to be resistant to change. When it comes to adapting to a new environment the RI beast is a dinosaur in a world that changes in the time it takes to post a Tweet. As we attempt to make Rotary relevant to the professionals in today’s world we must find a more representative and responsive method for making meaningful changes.

Rotary International’s President Elect, Ray Klinginsmith, tells us it is time we found some new traditions and this year’s RI Theme is “The Future of Rotary is in Your Hands.” The sentiments seems to reflect that it is time for Rotarians to step up and Re-Imagine our organization…but we now need to clear out those roadblocks that seek to keep Rotary from becoming all it can be.

Other Rotary Related Blogs

Leash Your Accountant Now!

09 Friday Apr 2010

Posted by Paul Kiser in Management Practices, Passionate People, Public Relations, Re-Imagine!

≈ 2 Comments

Tags

Accountants, Evil, Executive Management, Star Trek, Value-added

Paul Kiser - CEO of Enterprise Technologies, inc.

Accountants are evil. They are generally nice people…outside the company walls, but that changes once they walk into an office. Once in their natural environment an accountant becomes a ravenous predator that feeds on nickels and dimes. Like any beast they need to be caged and carefully watched.

The problem with accountants as business managers is simple. They hate the customer. Customers are messy, demanding, fickle, illogical, expensive, unreliable, and in general, not conducive to an orderly stream of revenue. For accountants the world breaks down to revenue and expenses. Everything that is ‘business’ falls into these two categories. For accountants business is about increasing revenue or decreasing expenses or both. Everything else is irrelevant.

Your Typical Accountant Eating the Customer's Money

To an accountant the customer is an income stream and they want that income stream to be efficient and reliable. Accountants get down right testy when customers defy the rules of their little world and become demanding and emotional.

By now those few accountants who might be reading this are probably fuming. How dare I say accountants hate the customer! Most accountants would vehemently argue that they love the customer! That they wouldn’t have a job if it wasn’t for the customer!

But what they love is the customer’s money…the nickel and dimes. They love to romp through a company and institute new policies, slash budgets, shut down experimental divisions, and in general kill anything that smacks of fun or excitement. Show me a happy accountant and I’ll show you a company where the employees are considering other job offers and customers are re-thinking their loyalty. Show me an unhappy accountant and I’ll show you a company where the leadership keeps them on a short leash and as far away from the customer as possible.

Unfortunately, most businesses go through a cycle where money becomes an issue and then somebody lets the accountants out of the cage and they start chasing all the loose nickels and dimes. In the short-term the bottom-line might improve which reinforces the myth that the problem with the company was not giving the accountants free reign in the first place.

Then the company begins a slow death. Customers discover that the business no longer provides value-added service

(See Previous Blog on Surprising the Customer)

and employees and managers find that the little extra money that they had to provide better service and/or address problems has been eaten up by accountants. What follows is company stagnation.

Mr. Spock from the Original TV Series Star Trek

All this stems from a lack of control on the accountants. Accountants should be able to tell you how much money is in the bank and where it was spent, but then they need to be muzzled. If a company is going to succeed or fail it will be done by giving the customer what they want, when (or before) they want it. Business is emotional. It is driven by intangible things like satisfaction, surprise, joy. Accountants don’t get emotion. Like Mr. Spock on Star Trek, accountants see emotion as irrelevant because it isn’t a revenue or expense.

The moment an accountant says, “you know we could save $x.xx, if we just…” is the moment that a CEO needs to say, “Don’t you have something that needs ledgered?”

Do that and everyone else will be happy, especially your customers!

Ahem…I now apologize to my accountant friends..I still love you Dave!

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

07 Wednesday Apr 2010

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

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Tags

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

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

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

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

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

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

(Link to PBS Kids)

Curious George - Monkey making mischief

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

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

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

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

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

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

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

Other Paul Kiser Rotary Blogs

Rotary@105: Our 1st Rotary Club Dropout

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

Rotary: All Public Relations is Local

Best Practices: Become a Target!

Fear of Public Relations

3rd From Sol

~ Learn from before. Live now. Look ahead.

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