Month: January 2011

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How to Reach Gen Y Online

Person Using Smartphone

Meet Gen Y

Many professional marketers find themselves with extraordinary career experience in traditional strategies and media, but a bit challenged with the task of reaching Gen Y. They’re the individuals born between 1980 and 1995 – though many references dispute these dates. There are about 80 million of them, and they’re often the children of Baby Boomers. This important demographic is also called the “Millennials”, “Echo Boomers”, “Generation Next”, and “Net Generation”, among others.

Reaching Gen Y consumers is critically important to the growth of most businesses. Marketers must figure out how to reach them. Because Gen Y grew up with technology, they’re leagues ahead of the rest of us. Many of them simply don’t pay attention to traditional media. They’re ONLINE. But WHERE?

Start By Listening to Gen Y

Before actually reaching out to Gen Y, companies must first spend time listening and learning what’s important to them, how they think, and what they like (and dislike!) Gen Y is a distinctively different generation, much tuned into things like the carbon footprint and liberal political/social views.

According to Wikipedia: “The rise of instant communication technologies made possible through use of the internet, such as email, texting, and IM and new media used through websites like YouTube and social networking sites like Facebook, MySpace, and Twitter, may explain the Millennials’ reputation for being somewhat peer-oriented due to easier facilitation of communication through technology.” (So, we gather that they’re a fairly insular bunch.)

Top Gen Y Social Networks

Facebook, of course, is the obvious leading platform. But a company committed to learning about these special individuals will greatly benefit by spending “fly-on-the-wall” time at these Gen Y dominated social networks:

BrazenCareerist.com

Promises to help you build a network in 30 minutes. “Thousands of people use Brazen Careerist to build their professional network every day. Whether you’re looking for a new job, new leads, freelance work, or funding for your new business, Brazen Careerist introduces you to the people who can help you find a job or advance your career.” Watch the intro video on the Home page.

20Somethings.Ning.com

For people in their twenties with a blog. “Today, 20 Something Bloggers has brought together thousands of bloggers from all over the world, and spawned a vibrant community of like-minded, fascinating people who thrive on one another’s support and feedback. The network includes an active forum, more than 250 subgroups, and an endless stream of community events.”

myYearbook.com

“myYearbook is the best place to meet new people. We have more than 20 million people making friends, playing games, and even falling in love. We build the most innovative social games that are all tied together by a single virtual currency called “Lunch Money.” You can earn Lunch Money playing Games, wagering in Battles, or playing Match, and you can spend Lunch Money making a real difference for your favorite Causes or by buying the best virtual gifts for that special someone. We focus on listening to what our members tell us and building the most cutting edge social applications available anywhere.”

CoolPeopleCare.com

“Just like we believe that caring is much more than one, 5-minute task, Cool People Care is much more than a Web site. We’re a growing lifestyle brand, helping people live a more caring lifestyle.”

MakeMeSustainable.com

“MakeMeSustainable was created to fill the void between how we feel about our environment and what we do about it. We bring you the tools to take action. Our Carbon and Energy Portfolio Manager enables you to visualize and contextualize your individual impact. MMS’ sustainable solutions empower you to act upon your knowledge. We can help you to become a more environmentally conscious and efficient individual or business. MMS empowers you to spread the word and encourage friends, family, and co-workers to join the collective effort.”

Your Next Steps

So, with these resources, you can jump in, tune in, and begin to engage in a way that’s meaningful to Gen Y!

Have you found any great places to connect with Gen Y?

(Thanks to Dan Schawbel for the inspiration)

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ABOUT Lisa M. Chapman: With offices in Nashville Tennessee, but working virtually with international clients, Lisa M. Chapman serves her clients as a business and marketing coach, business planning consultant and social media consultant. As a Founder of iBrand Masters, a social media consulting firm, Lisa Chapman helps clients to establish and enhance their online brand, attract their target market, engage them in meaningful social media conversations, and convert online traffic into revenues. Email: Lisa @ LisaChapman.com

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Scrum versus Waterfall?

Many methods have emerged over the years that are hailed as the greatest and latest way to deliver a project. A good example would be the “scrum” method for delivering IT projects. The scrum concept is implemented in a number of ways, one of which could be to pick groups of requirements which are delivered in ‘packets’ as the project progresses through sequential ‘scrums’.

Scrum is therefore one of many approaches that might be adopted as a strategy for delivering a project, and in some respects it could be quite different to a waterfall type of a approach.

However, there is one thing that remains as a constant regardless of approach – all projects require the fundamentals of project management to be in place and to be practiced. In addition, any method that divorces the project team from the overall goals of a project is going to be a project that runs a severe risk of not delivering the full need.

It could easily be argued, that the fundamentals of project management (relative to distinct project types) should not change regardless of implementation or delivery strategy. That would be a useful dicusssion?

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For more resources, see the Library topic Project Management.

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Using Project Teams On Organizational Change Projects

Benefits of Consulting and/or Project Teams

Occasionally, a client will specify that they want a team of consultants on the project because the project requires substantial expertise and resources. While there can be many frustrations for consultants working in teams, there are also major benefits.

  • The team can provide a wide variety of expertise and perspectives during the project, often resulting in a more accurate understanding and resolution of problems in the client’s organization.
  • If the team is designed well, members often provide useful ongoing support and feedback amongst each other, as well.
  • If a consultant suddenly is not able to work on the project, other consultants can step in to cover for the missing consultant.

As a result, consultants enjoy a more successful project and develop a network of trusted peers.

A Team on a Project Might Include:

  • An organizational change consultant to guide development of the collaborative relationship and overall project plan.
  • If a Board of Directors is involved (and they should be on major projects), Board trainers who ensure the Board of Directors is sufficiently developed to oversee the organizational change project.
  • A strategic planning facilitator to guide development of an overall strategic planning framework in which the organizational change plan can be integrated.
  • Specialists in products or services to guide development of certain plans, including groups of customers to serve, and how to develop and sell the product on an ongoing basis.
  • Marketing consultants to provide expertise, for example, in market research, public relations, branding, and advertising and promotions planning.
  • Trainers to convey “expert” content at various times to various members of the client’s organization.

Here Are Some Useful, Free Online Resources

What do you think?

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For more resources, see the Library topic Project Management.

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Carter McNamara, MBA, PhD – Authenticity Consulting, LLC – 800-971-2250
Read my weekly blogs: Boards, Consulting and OD, Nonprofits and Strategic Planning.

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Links to Build a Consulting Practice

A laptop with "consulting" written on it

Our firm gets 4-5 calls/month from people wanting to know how to start or grow a consulting practice. Obviously, there’s no standardized procedure for that. It depends on the nature of the service you’d offer as a consultant. If you’re selling services to develop job descriptions for rural electric co-ops in Kansas, well your service and market are very specific — and limited. If you doing web design, you could work for anyone who can pay.

But there are some general considerations to address and in a certain order if you want to carefully and systematically start or grow a business. A list of the detailed considerations would comprise numerous blog posts — and there’s already many books about how to start a consulting business.

The following links are to free, online resources with guidelines to address the considerations and in the right order. They assume that you already have some expertise that you could provide to clients in exchange for a fee and that you also have a good understanding of a consulting process, and that you also are thinking about starting a business to be a professional consultant. (To learn more about consulting processes, see the topic Consultants in the Free Management Library.)

Are You Really an Entrepreneur?

Starting a New Organization?

Planning Your New Organization

Deciding the Legal Structure of Your New Organization

Or Expanding a Current Organization?

Or Starting a New Product or Service?

Marketing Your Organization, Product or Service

Getting and Keeping Clients

Getting Paid

Dealing With Clients

When to Bail from a Project

Minimizing Risk

Staying Centered as a Consultant

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Carter McNamara, MBA, PhD – Authenticity Consulting, LLC – 800-971-2250
Read my weekly blogs: Boards, Consulting and OD, Nonprofits and Strategic Planning.

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Training Solutions for the “Dumbest Management Concepts of All Time”

Re-training-staffs-as-a-means-of-downsizing

I just read an article on BNET, an online resource like the Free Management Library–no disrespect intended to FML, nor am I promoting BNET. I get my inspiration from all over. The article was titled the The 5 Dumbest Management Concepts of All Time.

The author says, “These five commonly-held management concepts are responsible for most of the bad management practices around the world.”

The rest of the article is an invective of management practices: downsizing, leadership, human resources, empowerment, and business warfare. Although I disagreed with the style of the author in writing this diatribe, I found an opportunity to look at business to see where some people could be coming from. The article had many applauding his case, but I think these people had been there personally and it affected their judgment. I’m smiling, but it happens to us all.

Those of us in training have the opportunity to see what may be wrong in the corporate culture and help employees, managers, and leaders alike improve their lot, while also helping the company and work toward changing the corporate culture.

Personally, I find invective to describe organizational failings hardly funny. I’d rather think about solutions.

It’s not the fault of individuals but an entire culture based on money and success based on who has more of it. This is obviously a piece about the author and other people who have had unhappy careers in business. The author made his point, but there are exceptions to every rule.

I’ve had people I was proud to work for and with, had personnel that really tried to help with my career plans, and had a boss who helped me achieve my goals even though it meant losing a “resource”–me. I don’t think this article is really about bad management concepts, but rather the corporate culture that made these Frankenstein creations, caring more about the bottom line and people are indeed just a resource, and not people.

As trainers, it is our duty and obligation to see to it everyone is served with what they need to succeed. Do that and all is great for the company, and hopefully consumer who is also well served.

Take these “bad” management concepts and look at them for a training solution:

Downsizing? Re-training for another job–even if it’s outside the company shows the company cares. A re-hiring of this person at a later date may be possible and he will have new skills the company may be able to use. And this person is probably not going to bad-mouth the company because he was downsized.

Leadership? If providing leadership training falls on deaf ears, perhaps, training means educating boards of directors about the corporate pitfalls and leadership monitoring.

Human Resources? HR personnel can be trained to be customer service friendly, to actually work for employees, rather than the company. I have seen it and seen it be a great retention factor. Helping someone direct their career within the company means the best use of that individual, not so much training in the traditional sense but certainly apart of it.

Empowerment? The biggest problem is not training people to empower themselves but to train others to allow it and use these empowered individuals to the company’s advantage. One empowered and enthusiastic employee is a team player and one less employee to watch closely.

Business warfare? That one I think just happens, but if we train our leaders right, concentrate on character, vision and those other traits that make company leaders great and companies thrive, who knows? It’s hard to do battle with a healthy, successful company. Business warfare will be a thing of the past.

Take care of people as you take care of yourself, and some people will do anything for you and the company, often for nothing.

If the corporate culture is flawed and I’m sure it is, we can still do our part cut down on the negatives, ensure the company’s most important resource is able to serve the company, and take an active part in molding that culture.

We all have our jobs to do. You can’t be unhappy with yourself if you’ve done your best. Complaining doesn’t solve anything, but people who look for ways to achieve positive change are heroes to the company. Unsung maybe, but I can live with that. Can you?

Happy training from the Passionate Communicator at Acting Smarts. Know your audience, know your subject and know yourself, and you’ll have the success only you can make as an excellent communicator (and trainer).

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For more resources about training, see the Training library.

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Career Advice for the Young Professional

Business professionals deliberating in a workspace

We’ve all had successes and even some failures in our career. What can we learn?

Here are words of wisdom from experienced leaders I interviewed for a career management presentation at a recent young professional conference.

Seven tips to guide your career.

1. Have big enough goals.
“Don’t pay any attention to those well-meaning naysayers who warn you that you can’t do it. You’re young, assume anything is possible, and then go out and do it.”

2. But choose strategically.
“Successful professionals don’t start out asking, what needs to be done? Rather, they ask, What is important and how can I and my team make a difference?”

3. Stop being the Lone Ranger.
“One of the most important things is to be humble enough to allow others to help you. We seem to need to come up with our own brilliant ideas. My career didn’t move forward until I was willing to listen to others, especially those who had more experience than I did.”

4. Don’t burn bridges along the way.
“Each profession may seem big – but, as you move up in your career, you come to realize how ‘small’ each really is. Something you said or done may comes back to haunt you.”

5. Pull the plug sooner than later.
“Sometimes to change a situation, you have to change the situation. Don’t be afraid to change people, expectations, goals as long as you’ve thought it through. There’s a saying, if you do what you’ve always done, you’ll get what you’ve always gotten.”

6. Swim in water over you head.
“You gotta do things outside your comfort zone. Seek out opportunities to learn, to lead, to live on the edge occasionally. It’s the only way to grow.”

7. Finally, money is not everything.
“A great salary doesn’t equate to happiness. It’s doing what you really enjoy. Remember, you’ll be living and working for many years – perhaps another 40. Make the most of them.”

What are some of your lessons learned in your career?

I would enjoy hearing from both young and seasoned professionals as well as leaders. I’ll compile your words of wisdom for a future blog.

Do you want to develop Career Smarts?

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Looking Forward: Major Gifts In The New Year

-businesswoman-in-talks-with-a-major-donor-in-an-organization

Responsible planning, in any economy, involves identifying sources of funding sufficient to ensure continuation/survival of the programs that satisfy the needs of the people and the communities you serve.

Ensuring the funding of your programs requires that you minimize the risk of (again?) losing a large percentage of your income.

According to “Giving USA 2010,” in 2009, over 88% of the non-governmental dollars that went to Non-Profit Organizations came from individual donors or their estates. And, common wisdom is that at least 80% of that amount — or 65% of all non-government dollars — came from major gifts from individuals.

And even though everybody, including the wealthy, has been impacted by the economy, major donors are still a reliable source of funding.

Their gifts may be smaller than before the “recession,” but if they still have the means, if you still have a relationship with them and if they have a need you can satisfy by getting them to give to you, then they are still major gift prospects.

For an NPO without a major gifts program, now is the time to look seriously at creating one. Indicators (including the increase in spending over the holidays) are that people’s attitudes/outlooks about the economy have turned positive, and the people that are spending are (or should be) your prospects.

A major gift program is no more than the step-by-step identification, cultivation, involvement and (timely) solicitation of a number of individuals … each in their own timeframe. (See: Who Is A Major Gift Prospect?)

The difference between successful and unsuccessful major gift programs is the effort placed on identifying and cultivating prospective major gift prospects. It is the determination of who has access to people with wealth, who is the best person to guide the cultivation process for each individual, and who is the best person to know when the time is right to ask … and then do the “asking.”

A Major Gifts Program is easier to design and implement, and more cost effective than direct mail and the vast majority of events. Major gifts are also a more reliable source of long-term funding than are corporate and foundation grants.

The big question is whether your organization is getting your share of the major gifts money that has been and is still supporting so many nonprofits !!

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Have a comment or a question about starting or expanding your fundraising program? Email me at AskHank@Major-Capital-Giving.com. With over 30 years of counseling in major gifts, capital campaigns, bequest programs and the planning studies to precede these three, we’ll likely be able to answer your questions.

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Connect with ~7500 SE fans

connect-communication-technology-internet-lifestyle-

Just wanted to mention a listserv devoted exclusively to social enterprise. Its focus is learning more about how organizations can develop successful social enterprise strategies to generate earned income to pursue mission, build capacity and achieve greater sustainability.

If you’re interested, you’re invited to join the 7500-subscriber npEnterprise Forum listserv, the official listserv partner of the Social Enterprise Alliance.

This free, no-spam listserv offers friendly interactions among colleagues who seek to learn from each other about social enterprise strategies and best practices. Subscribers range from newcomers to experienced venture managers, and include nonprofit staff, funders, consultants, professors, students, and many others. The maximum is one email per day.

Recent discussion topics include social enterprise compensation issues, the ins and outs of LLCs and L3C legal structures, and managing partnerships with for profit organizations.

This listserv is consistently ranked as THE most valuable interactive resource about social enterprise.

We hope you will join the discussion! Subscriptions are free, and can be canceled at any time.

For more information, visit http://www.npenterprise.net

Or, to subscribe, just send a blank email to npEnterprise-subscribe@yahoogroups.com

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T is for Time

Young stressed business man working overtime

In order for us to express our spirit in the work that we do, we must carve out the time to do it. At the date of publishing this blog post, it’s the first week of the New Year. I don’t know about you, but I’m carefully deliberating how I’m going to best spend my time in 2011.

It seems that time is the one commodity that we all have an equal access to, yet many of us spend it so differently. How will you be spending your time? You will invest it by working on bringing you more financial, relational or spiritual success? Or will you be filling your time with miscellaneous fillers and wasters?

The Slight Edge

How you spend your time is a daily choice and decision to make. How we use our time, can give us that “slight edge” in life that we are all hoping for.

The idea of the slight edge is a powerful concept. According to Jeff Olson in the book The Slight Edge: Secret to a Successful Life, every decision you make, which you have 2,500 decisions a day to make, are either a slight error in judgment or a slight step in discipline. “The thing that will make all the difference between achieving the quality of life you want and settling for less than you deserve and desire, lies 100% in which of those little “insignificant” actions you choose to do. The slight edge is always working – either for or against you. It’s working in you right now, every day, hour and moment. We just need to be aware of it so that we can be conscious of it.”

In whatever way you decide to chose your time, my hope is that you will do so intentionally and consciously. To help give you that slight edge, here is a one-page worksheet I’ve created for you to download (Click here: TimeAnalysisWorksheet) that will help you analyze how you are spending your time based on the main roles in your work and life. It will help you analyze the amount of energy you exert and what type of attitude you have. By doing so this will help give you that slight edge to figure out the best way to invest your time this year!

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For more resources, see our Library topic Spirituality in the Workplace.

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Janae Bower is an inspirational speaker, award-winning author and training consultant. She founded Finding IT, a company that specializes in personal and professional development getting to the heart of what matters most. She started Project GratOtude, a movement to increase gratitude in people’s lives.

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Training to Prevent Customer Service Disasters–Whose Fault is It Anyway?

A young lady smiling at a meeting

We all know the Transportation Security Administration (TSA) is engaged in the important work to prevent customer service disasters involving extreme loss of life, and because its job is so important to us, the TSA as the big dog in charge has been getting the brunt of the criticism for any appalling incident involving airport security.

The administration even gets blamed for the headache-painful changes to our travel routines that have nothing to do with security–except we have to go through it at some point.

An image of a call center agent wearing green jacket and head blue headset

This is not yet another TSA bashing, but an article about the need for effective customer service.

There is a problem lurking about that can impact that very critical job performed by the TSA. I’m talking about customer service disaster that involves, (the same ones the TSA is getting the brunt of criticism for) that are really the fault, not only of the TSA but of the airports and the airlines as well. These minor disasters can distract TSA employees from the more serious application of their due diligence.

While I don’t believe the customer service disasters are all the administration’s fault just because a situation involves security, it does bear some responsibility as an organization to treat bad customer service with respect from the support team, as do those it is partnered with—the airlines and airports.

On a recent trip over the holidays, my family and I were treated with TSA employee “hospitality” as we expected. Naturally, we didn’t like the invasion of our privacy and dignity, but we understood its necessity. And, there is no denying that we were treated politely by TSA staff. However, our vacation “disaster” needn’t have happened at all had all the partners involved done their respective jobs with the proper respect that should be accorded to any customer base.

This article is about a terrific opportunity for trainers to offer airports and airlines training in something they seemed to have forgotten.

Airports and airlines once noted for fine customer service agents, seem to have lost the respect of their customers. Why else would the airport not be prepared to bring handicapped passengers through security–or do what they must to assist customers who need extra help from the customer service reps, thereby making the experience more pleasant for those who don’t need assistance but still have to stand in lines?

Fort Lauderdale does a lot of vacation business, and has a large aged population, so you would think people in wheelchairs and walkers, and small children, must be regular customers in the Fort Lauderdale Airport. That being said, the airport and those who work there should know their age and handicapped customer loyalty well. This was not my experience.

What I witnessed was that, when faced with the fact that “these people” travel, too, airport employees treated them with disdain because they hold up the lines. Let’s not forget to growl and hiss at the children who also find Florida with their parents a fine vacation spot or jumping-off spot to activities in the Caribbean. While we’re at it, let’s disparage the TSA employees, blaming them as well as customer needs for delays.

While the TSA employees were as pleasant as they could be, with a little help from the airport or airline personnel in the environment where they must do the important job of security, they could have done that job much better for the customer service failure.

Procedures should be in place by the airport to bring people who need assistance through security, not pass them by, but assist them to smooth the process. How about a separate line for children? With someone who can talk to children without scolding or scowling (maybe some TSA), but the airport could help.

My 82-year-old mother-in-law in a portable walker/wheelchair combination was placed in a small boxing ring box, while security figured out how to make a woman stand who couldn’t stand without being in extreme pain, and the rest of us looked on embarrassed for her, hoping her incontinence would not take the opportunity to make itself obvious. Two TSA security guards were needed to make sure she didn’t run away. Do I need to mention how ridiculous that is? I suppose she could have been faking it. While we were on the cruise, she had to be playing the slots and run around the ship while we were sleeping. All the other times we wheeled her around the ship, the airport and anywhere else she wanted to go.

I’m sure customer service training is needed. There has got to be another way.

Making matters worse, we were sent to the furthest terminal—the wrong terminal and almost missed our flight because no one thought assistance was needed after we passed the evil TSA post. Mercifully, they held the plane and transported us via the carts to the proper terminal; the one we started in. Grit teeth. It’ll be over soon and we’ll be on vacation.

In Philadelphia, Mom was put in a bulkhead seat where she had a little more legroom. In Fort Lauderdale, we were on our own, despite many calling weeks ahead and trying to work out a solution. She sat in an aisle seat and cried silently in pain. Nobody seemed to care. She has a lot of trouble bending one leg. I suppose the airline’s attitude is “if you can’t manage the cramped quarters, let them eat first class.” Obese people beware. We’ve already seen how you might have to buy two seats. What if your size was the norm? I guess the airlines would have to adjust or no one would fly. But unless you can hire a private jet, you’re stuck with the only game in town. Money talks if you are disadvantaged, too.

Guess the economy has made the airlines numb when it comes to passenger comfort. Gone are the days of flying the “friendly skies;” my friends are on the ground. Coming home we waited until everyone else got off first–except for a couple with a small baby, who had brought a carrier to sit in the seat. We didn’t want to hold anyone up. Nor did the airline attendants come to assist, taking bags down or moving them to the front of the aircraft. Not in their job description. Maybe it should be.

Trainers, please make sure that airline personnel are not tactless enough to remark in front of passengers, “Gee, I just don’t know what is taking them (us, the passengers) so long to disembark.” Actually, she said, “leave,” with all the vehemence of “get lost.”

Finally, we disembarked, struggling to push Mom up the steep ramp to the terminal by ourselves, to hear the insensitive comment. We asked as soon as we arrived if we could have a cart to take us to baggage claim. We know we need assistance even if no one else does.

Three carts passed us by as we were obviously waiting for something and finally, in frustration, I chased down a manager who confronted the cart drivers who stopped not 30 feet away. Much argument–excuses really– about, “it’s not my job.” And, “I came by and no one was here.” Really? Where could we go and not stand out—a family of six with a red wheelchair? One comes back after obviously being chewed out and wants to see our boarding passes for some unknown reason; we are after all leaving the airport. We should have taken his number, but all we wanted to do was go home. Top it off, the cart couldn’t take us out of the terminal so without a word he drove us about 20 yards and stopped. We were on our own again.

A long post, I admit. I write a lot when I’m steamed, and I’ve had time to calm down. I saw here, not a situation unique to us, but an experience that need not have happened to us or any other family had three organizations, partners in a multi-billion dollar business, provide adequate good customer service and poor customer service training to anticipate and resolve the simplest of issues.

I’ll bet the airports would like to figure out how to re-direct people who have gone through security back to the restaurants and other vendors at the front of the airport. If people are like me, they want to get to their gate first, and then if they have time to shop or eat… If money talks, maybe that is a way to get the airports, at least, to take a serious look at customer service with the airlines and TSA, and how to achieve that goal of getting people back through security to the main vendors and back again with little hassle and time spent in the same page. If airlines did their part to help, more of us might like to fly the “friendly skies” again.

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For more resources about training, see the Training library.

As always I look forward to your comments, especially those related to training and development. On those and related issues, involving communication and training, contact me through my website: http://www.actingsmarts.weebly.com.