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Raging Employee: A Case Study For Today’s Business

26 Tuesday Feb 2013

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

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

Frank Sain's Mug Shot

Frank Sain’s Mug Shot

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

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

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

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

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

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

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

Company Public Image Issues

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

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

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

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

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

SofTec Management Team webpages - Monday versus Tuesday

SofTec Management Team webpages – Monday versus Tuesday

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

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

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

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

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

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

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

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

Rotary New Year: Retread or Renaissance?

25 Friday Jun 2010

Posted by Paul Kiser in 2020 Enterprise Technologies, Branding, Club Leadership, Communication, Membership Recruitment, Membership Retention, Passionate People, Public Relations, Relationships, Rotary, Rotary@105, Social Interactive Media (SIM), Social Media Relations

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Blogging, Blogs, Club Members, denver post, History of Rotary, London Times, Los Angles Times, Membership Recruitment, Membership Retention, New York Times, npr, Public Image, Public Relations, Publicity, Rotarians, Rotary, Rotary Club, Rotary District 5190, Rotary International, Social Media

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

Paul Kiser - Public Relations Chair, Rotary District 5190

On July 1 of every year Rotary rolls out a new administration. From the club level to the 18th floor of One Rotary Center the leadership for our organization makes quietly dramatic team substitution. Each year starts with the hope of pushing Rotary to new levels of success and each year ends with a long sigh of relief.

When I first joined Rotary on July 5, 2001, I learned quickly that a new adminstration was not to take any action, including planning, until July 1, which meant that it was late August before the club leadership could get organized. This concept of not ‘stepping on the current President’s toes’ was an outdated, destructive dogma that held back the club from being prepared and in motion when the first bell rang in July. Somewhere around our Centennial in 2005 I noticed that the attitude was changing and clubs were being encouraged to get the new leadership trained and ready before July 1 and each subsequent year the quality and preparedness of clubs has improved. At least in our District, the class of 2010-11 is perhaps the best prepared for putting words and ideas into action when they stand up in front of the club on Week 1.

Theme for 2010-11

But preparing and training only set the stage, it is performance that counts. The world has changed and the role of a service organization that is not bound by religious, political, or ideological motives is more critical than ever in a world where those motives are driving a wedge between people instead of uniting them. Rotary’s constitution and history have freed our members from judging our fellow world citizens before we offer to serve, nor do we serve them with the intention of converting them to our beliefs. Rotary’s motto of Service Above Self means that we are in the unique position of unrequited care and service to others. In 2010 and beyond, the world is in desperate need of that which is the core of a Rotarian’s heart.

But we are faced with a challenge that has been dogging us for years. Despite multiple years of great Rotary International (RI) Presidents, and District Governors, one year looks much like the previous year any many of our key club functions. Our new themes and leadership fail to make any significant headway with the-way-we-have-always-done-things paradigm.

One area that demonstrates this is in Membership. An organization that is stagnant in membership growth cannot expect to meet new challenges and yet for seven years we have sat at 1.2 million members. In our District (5190) the average size of a club has been steadily shrinking. Last year I researched the last five years and found that we have dropped from an average of 53 members per club (June 2005) down to 47 members (September 2009.) As of April of 2010, that average has dropped to 46 members per club. This is not a criticism of our District because I suspect I would find the same data in all the North American Districts. It is apparent that not only is our growth stagnant, but our clubs are shrinking, which means fewer members to take on a bigger role.

2010-11 RI President Ray Klinginsmith

The question for each of us is whether this will be another year of Retread Membership or a year of rebirth, (Renaissance,) in Membership? To have a rebirth we must have a new approach and not be locked into medieval thinking. Current RI President John Kenny gave us the theme, The Future of Rotary is in Your Hands, and upcoming RI President Ray Klinginsmith challenges clubs to ‘get bigger, better, bolder’. Both invite Rotarians to not make a Retread of the 2010-11 year, but to spawn a Renaissance of our organization. So what holds us back?

(Rotary meant for young professionals? Click here for story.)

I have had many conversations with Rotarians about membership. I often hear about the barriers and challenges. But what I know is that the difference between a Retread Rotary year and a Rotary Renaissance will be determined not by a theme, or by the words of the RI President, or by great work by a District Governor. Creating a Rotary Renaissance will be determined by individual club members who decide that there are no excuses and that failure in membership growth is not an option. Robert Kennedy is credited with saying, “If not us, who? If not now, when?” Two questions every Rotarian should ask themselves in this new Rotary year.

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

24 Thursday Jun 2010

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

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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.

More Articles

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  • Pay It Middle: The Balance between Too Much and Too Little Compensation
  • Mega Executive Pay Leads to Poor Performance
  • Relationships and Thin-Slicing: Why the other person knows what you’re really thinking
  • Browser Wars: Internet Explorer losing, Google Chrome gaining ground
  • Rotary@105:  What BP Could Learn from the 1914 Rotary Code of Ethics
  • Twitter is the Thunderstorm of World Thought
  • Signs of the Times
  • Rotary Magazine Dilemma Reveals the Impact of Social Media
  • How Social Interactive Media Could Transform Higher Education
  • How to Become a Zen Master of Social Media
  • Car Dealership Re-Imagines Customer Service
  • Death of All Salesmen!
  • Aristotle’s General Rules on Social Media
  • Social Media:  What is it and Why Should You Care?
  • Social Media 2020:  Keep it Personal
  • Social Media 2020:  Who Shouldn’t Be Teaching Social Media
  • Social Media 2020:  Public Relations 2001 vs Social Media Relations 2010
  • Social Media 2020: Who Moved My Public Relations?
  • Publishing Industry to End 2012
  • Who uses Facebook, Twitter, MySpace & LinkedIn?
  • Fear of Public Relations
  • Facebook, Twitter, LinkedIn…Oh My!
  • Does Anybody Really Understand PR?

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