Social Media Impacts Customer Service

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Does the evolution of tech and communication mean our methods must drastically change?

Social media has already changed how we do customer service, and the rise of prominent posters, or powerful groups (who hasn’t heard of the mommy bloggers?) continues to affect the ways we handle issues.

With infamous moves ranging from the sensational, like famed Morton’s Steakhouse having a dinner hand-delivered to a Twitter celeb at the airport after he posted a joking Tweet from in-flight, to the incredibly weak, such as when Pizza Hut ignored one customer’s complaint to the point where he plastered pictures of the bloodied bandage he had allegedly found in his pizza all over the Web.

In a post on his blog, Shatterbox, crisis communications expert Jay Pinkert gave this list of “mildly facetious” questions for companies to consider when handling customer service:

  1. Is it now the responsibility of front line customer service reps at large consumer goods companies to escalate every call from someone claiming to have a million Twitter followers? Is that a “red flag,” automatic escalation, or do they have to verify it first? Or is that up to the first line supervisor? Second line?
  2. What’s the cutoff for special treatment/escalations? 1 million followers? Ranges (e.g. 250,000-499,999 followers gets a free replacement, 500,000+ gets a freebie plus donation to the charity of their choice)?
  3. If customer service reps are now expected to have the skills of online community managers, are they being trained enough? Paid enough?
  4. Should IT departments incorporate a social media ranking look-up as a desktop app for customer-facing personnel?
  5. Is not responding to/escalating all Twitter complaints now considered poor customer service?

Honestly, we wouldn’t be surprised at all to see an integrated tool in the near future that searches for and displays a customer’s potential influence level while they’re on the line with customer service.

While every customer has a right to expect timely and helpful service, extending yourself further to improve your reputation where you know it will have an impact is just smart business.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc. , an international crisis management consultancy, and author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]

Unlocking Creative Potential – A Neuroscience Approach, Part III

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Sandy Cormack, a personal and organizational consultant, continues with his installments of Unlocking Creative Potential. He uses a neuroscience-based approach to team building, leadership development, creativity and innovation, change management, and business strategy development.

As my regular readers know, I am a big fan of looking at various ways learning takes place, when and how training can be made most effective, and how we can unleash the best in all of us and those we train. Take a look again at Unlocking Creative Potential, this time from a group perspective.

Here’s Sandy Cormack with Part III:

Unlocking Creative Potential, Part III

by Sandy Cormack

In the final installment we extend the discussion of individual creativity and explore the neuroscience of team creativity. Please refer to the two previous articles for basic left brain-right brain information and the model for whole brain creativity.

Consider a team with a wide variety of brain preferences:

Between them, the team members share a “complete brain.” Each thinking preference is represented in at least one brain. Some have a preference for two attributes, some for three.

But without proper facilitation and training, they probably won’t be able to leverage their collective creativity. They won’t function as a complete brain.

This is mainly due to the fact that they likely don’t understand one another’s brains. Lacking this, they don’t understand one another’s strengths and weaknesses. Looking across the team, Fred has a weakness in an area that’s a strength for Peter (structural). Janet has a strength in an area that’s a weakness for Mary (social).

Without team training, this group will likely regard these differences in a negative fashion. I see your weakness in structural thinking as a liability to the team instead of your conceptual thinking strength as a team asset. So we end up wasting energy on the problem that lies between us, rather than focusing it on the problem at hand. And that means we don’t get the best solutions.

Team training is a natural progression from individual training. By participating in a team brain training workshop the individual first acquires self insight – a complete understanding of their brain preferences. From this they can move to self management – learning what they can do with this new understanding, acquiring new skills.

The next step in the progression is team awareness: what does my group’s ‘collective brain’ look like? The final step is team development: how can we exploit our brain diversity? This four-step process is a model for general organizational development.

Here is how we get a team to understand one another’s brains. This is an excerpt from a team profile – i.e. ‘the collective brain’ of a group of about 30 people:

Taken as a whole, this group is well-balanced and displays a preference in all four attributes. But looking at the group in another way reveals its true mental diversity:

This excerpt from a ‘dot graph’ depicts not only the group ‘averages’ in all four thinking attributes, but also the range across the group for each attribute. Each dot represents an individual’s percentile score in a particular attribute. The scores span the entire percentile spectrum. This is a dramatic depiction of the group’s mental diversity.

It’s important that a team experiences this revelation collectively. When depicted in this fashion the team experiences their ‘collective brain’ for the first time and gains immediate understanding of their innate strengths – strengths they never knew they had. I now see your strength in conceptual thinking as a team asset, and will consider you an internal consultant in that area.

Now that the team has moved through the four-step process they can exploit their collective creativity in a number of ways. Recall the four phase creative problem solving process from the first article:

  1. Problem definition
  2. Ideation
  3. Solution selection
  4. Implementation

Team members may naturally find themselves gravitating towards one of the four phases. Analytical thinkers may be attracted to problem definition or solution selection. Conceptual thinkers may be attracted to ideation.

But it’s important for all team members to learn how their preferences contribute to each phase.

  • In problem definition, analytical thinkers research the problem and collect data to create a clear picture of the current situation. Structural thinkers consider processes and procedures as the likely source of the problem. Social thinkers define the problem after discussing it with others and gaining multiple perspectives. Conceptual thinkers create a clear vision for the future and contrast it with the current situation.
  • In ideation, analytical thinkers take a systems approach and integrate the best aspects of multiple ideas. Structural thinkers draw upon what has worked well in the past and seek to improve. Social thinkers seek to understand best practices external to the organization. Conceptual thinkers intuitively proliferate transformational ideas.
  • In solution selection, analytical thinkers use a cost-benefits approach, seeking to understand the pros and cons of each idea before selecting the best. Structural thinkers may tend to ‘short circuit’ this step and move immediately from ideation to implementation. Social thinkers consider the impact of the solutions upon people. Conceptual thinkers gravitate to the more strategic solutions that break structure.
  • In implementation, analytical thinkers focus on performance measures so they can validate the solution. Structural thinkers take a leadership role and manage the process. Social thinkers ‘grease the skids’ by finding out how to mitigate the organizational impacts of the solution. Conceptual thinkers might not even get involved.

By leveraging each thinking preference in each phase, the odds of finding the ‘correct’ solution increases dramatically. The group can intelligently determine the ‘right’ amount of change the organization can withstand. It can decide whether the solution should be more strategic or more tactical. It can better obtain the internal support needed to achieve success.

And just by going through the process, the team members will develop skills in their areas of weakness as they learn from those for whom those areas are strengths. Conceptual thinkers will learn to appreciate the impact of their blue sky ideas on the people in the organization. Structural thinkers will learn the value of ‘slowing down’ to consider a wide range of alternatives. Social thinkers will learn the value of a cost-benefits approach. Analytical thinkers will learn to ask ‘what do you think about this’ when defining the problem.

As we conclude this three part series I want to summarize the key takeaways:

  1. Everyone is creative, but in different ways
  2. When we minimize the problems that lie between us, we can begin to leverage our mental diversity and collective creativity
  3. Mutual understanding is the key to team development
  4. We are smarter and more creative collectively than we are individually

The foundation to all of this is the left brain right brain test. Taking it is the first step in unlocking your organization’s vast creative potential.

For more resources about training, see the Training library.

My thanks to Sandy Cormack as my guest expert blogger for providing his view for “unlocking your organization’s vast creative potential.” It certainly deserves consideration and further study. As we all know, I am about generating ideas from wherever they come–so keep them coming. I’m always available through this site through your comments and my own website, where I talk about a few other things besides training and development. In this case, I leave it to you to make the connections. The field of creativity and how we go about unleashing it in individuals and groups is a vital part of our profession.

Happy Training. By the way, you’ll all understand we have to make a living so I need to mention yet another approach to training and development. It begins–well, where it begins–with early man and how he learned to survive. My new ebook, The Cave Man Guide to Training and Development, takes a more basic look at our profession, along with a few related areas and looks at what we do (or don’t do) from various perspectives, sometimes the most basic: the trainee, the employer, the trainer or training manager.

From the publisher of the Free Management Library, Carter McNamara: “I have read each of Jack’s chapters in the ‘Cave Man’ book, and each provides a no-nonsense, set of practical tips to do many of the most important aspects of training. In this day and age when so many books dwell on the theoretical and the obvious, Jack’s book is a breath of fresh air. It should be in every trainer’s toolkit.”

Z is for Gary Zukav

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As we close out the year soon, I too am closing this spirituality case study series with this last example of Gary Zukav’s work. You might recognize him as the author of the bestseller The Seat of the Soul. What I’m going to share with you comes from the book The Heart of the Soul: Emotional Awareness.

What I appreciate about his insights along with co-author Linda Francis are some different perspectives around becoming more emotionally aware. They describe emotional awareness as becoming aware of everything you feel at every moment. In order to do this we need to become aware of our inner landscape of emotions and feelings inside of us, our external landscape of how these emotions are manifesting to the world and then becoming a detached observer of it all.

Our greater goal to becoming more emotionally aware is our own spiritual health. According to the authors, the goal of spiritual growth calls us to create a new and deeper understanding of who we are and what our purposes are. One way that we can grow is to learn how to own and claim our authentic power, which is the alignment of our personality with our soul. We can only do this when we are fully engaged in the present moment. This is “the longest journey that we will make it life is from your head to your heart.”

How they describe our emotions in terms of our energy system was very interesting. They believe that our emotions tell us how our energy is being processed. As our energy leaves our body, it gives us messages or signals from our soul. “Every emotion offers you information about you that’s important.” If you ignore the emotion, you ignore essentially soulful information. The more important the message thus the stronger the emotion you will feel.

“Any painful emotion means you are acting, speaking and thinking in fear and doubt.” When you don’t have painful emotions you are acting, speaking and thinking in the opposite with love and trust.

Let me give you an example of what happened to me while I was reading this book in which applies what I was learning. I had a painful emotion, this headache right above my left eye that lasted for a week or so. The energy center is by the forehead, often referred to as the third eye or 6th energy center. This energy center allows you to see beyond the physical into the universal. “It allows you to know the intentions of others, even if they do not express them.” As I was reading this I wondered where this was coming from and whose intentions might this be from. A few days later I come to find out that my husband was having the worst week of his 15 year career at this company. We discussed and prayed about his situation. I noticed how the pain began to lessen as did his stressful situation.

A simple and profound way that they described the concept of stress I really liked. They said that all stress really is is resistance to your life. The more resistance we have for things in our lives, the more stress we feel. Ever notice how when things are good it’s like we are going with the flow? When we resist the flow of life is when we bring stress to our lives. I’ll be doing the same thing two different days, one day I’ll go with the flow and the other day I resist it. Both give me different outcomes. The first is based in good energy processed with love and trust, the later is when our energy is being processed in fear and doubt.

As you reflect on this past year, think about how emotionally aware you’ve been and how stressful of a year it’s been. I encourage you to use what our soul is communicating with us, our emotions through our energy systems, to make 2012 a year in which you don’t resist but persist in the flow of your life.

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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.

12 ways leaders can create more joy

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A colleague of mine, Meredith Kimbell, shared a holiday greeting with this article she wrote for her executive coaching practice. I share it with you as a way to hone your leadership and bring more peace and joy to your work. This comes from her website – http://www.corporateadventure.com

Three themes caught my attention recently: A leader I work with told me that he loved gravity, the force. When I looked confused, he explained, “Gravity is a constant invitation to drop things rather than pick them up or carry them around for very long.” Hmmm…. Then, I was listening to NPR about ways to create a “greener” holiday season by simplifying and letting go of “stuff.” Finally, after shopping this weekend, I discovered “The 12 Days of Christmas” song recycling in my head.

In the spirit of all three themes, I offer you 12 ways leaders can create more joy (with the help of gravity and some practice.)

  1. Drop your need to know. Increase your genuine sense of “wonder” and invite new relaxation, creativity, enthusiasm and possibilities you will never discover without it.
  2. Drop your over-exaggerated sense of importance. If you think you are the only one who “gets it” or can do “it,” you’ve mis-stepped as a leader. Stop overburdening yourself, overlooking others who want to help and stressing everyone far more than needed. Use the time you find to develop and leverage others more effectively.
  3. Let go of any hope of being perfect. Put it down. Your people won’t be perfect and neither will you. Dropping this impossible standard will release you to relax, laugh more, delegate more and use others’ input as developmental opportunities vs. “tests” of adequacy.
  4. Put down your seriousness. Laugh at yourself and your mistakes as an awesome way to keep perspective, loosen up and invite others to see you as a person they can approach with ease.
  5. Surrender your sense of being indispensible. Go home. Take breaks. Use all your vacation days, unplugged. Invest in your vitality to keep yourself at your best and set a great example for others.
  6. Drop being the first and most dominant voice. Listen more. Shrink your airtime and you will connect with others, show that you care, and learn things you’ll never discover any other way.
  7. Let go of pre-judging. Hold history like a swordsman holds a sword…not to tight and not too loose. If you hold on to history too tightly, your prejudices will only guarantee more history. If you relax and welcome a fresh start, for yourself and others, you will set the stage for creating an adventure worth living.
  8. Release self criticism. Ok, let go of criticism of others too, but start with yourself. Substitute self reflection and learning for obsessively dumping on yourself. Contrary to what you may have learned, you really will be brilliant without keeping your foot on the back on your neck.
  9. Drop the chatter. Whether the chatter is in your head, on TV, radio, or social media, turn it off. Art comes from a blank paper, music from silence and your most authentic knowing and creative ideas from a place of relaxed “flow.” Learn to relax deeply. It takes practice, but start with deep breathing during meetings and your commute.
  10. Disengage from so much “how”. Getting consumed with “how will we ….,” puts you on the hamster wheel of urgency, overwhelm and stress. Get off by focusing yourself and others first on “why” something is worth doing and “what” you can contribute. Once you are clear on why and what, the how’s will flow far more easily.
  11. Drop contracting. Anytime you feel tight, let it go. Move, exhale deeply, talk it out, and feel gravity pull down every cell. Your health, creativity and effectiveness will thank you for it.
  12. Release boredom. Let go of the disengagement that causes boredom. Wake up to reconnecting with what is most important to you and contributing what fulfills you so you show up enthusiastically, at your best.

So, when you drop all of these, what’s left? What do you hold on to? My wish for you is that you hold on to the moment and stay attentive to the freshness of each breath, situation, and person. Hold on to hope. Like a puppy, it is an active thing that endlessly snoops around for something intriguing and delightful. Hold on to gratitude; it brings joy, fulfillment and rest from the struggle. Hold on to that which lives in your heart as your best source for what is most important and meaningful. Hold on to your amazing ability to make a positive difference. Enjoy your brilliance this season.

May your season be abundant with joy, freedom and flow. May gravity and your spirit be well fed by your choices.

All the best,

Meredith Kimbell
Executive Advisor,Strategy Consultant
Corporate Adventure

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

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Tips To Maintain Documents

White Paper Folders Of Documents With Black Tie

A company should always have a process in place whenever changes occur. This should be noted in a department Style Guide as a process. If it already exists, make sure that document revisions are part of the change process and that all necessary people are notified of changes. The change process will ensure that the process of updating the document is completed smoothly and without any consequences. The reason behind the update, the result desired, and the accuracy of the change has to be documented and distributed to all involved.

Updates

As an example, when an application request comes in and an application has to be modified, the reason behind the request as well as how it changed and who was involved has to be noted before any steps are taken. From the onset, to ensure a smooth transition, the appropriate people should be notified as soon as word of a possible change might occur. This will provide ample time for the technical writer and project planner to prepare for the updates. The writer can pull the necessary, essential, or any related documentation that will be affected and the planner can add the project to his schedule with adequate resources. Note: This is why a list of documents, their location, related projects, dates and last updated date should always be noted for the technical writer, researcher, and developer.

Organization

Organize or categorize documents on a list (i.e., a spreadsheet or a table) according to what is most suitable for the organization or for you. If images or graphics are involved, these should also be located in one folder and then broken down by project with sub folders if needed. Add links to these images, figures, or graphics within your table. This way, they can be easily located and retrieved, and have appropriate updates completed.

Check List

For each of the updates, validate them using a check list that was created to ensure that all relevant information was noted and modified with accuracy. It is a good idea to also include the following categories to the checklist along with any sub items: notifications, tests, approvals, projects, locations, users, etc. We want to be absolutely sure we did not omit anything.

To maintain documentation accuracy, remember to always get it verified upon completion and signed off. If you have additional tips, please leave a comment.

Change Management: How to Avoid Resistance Part 2

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How well are you getting everyone onboard the change train as it’s pulling out of the station?

Change creates uncertainty for employees about their job, their responsibilities, their livelihood. No matter the kind of change or the extent, it is crucial that leaders communicate with employees early, often and well.

Part I provided these first three steps: 1) Analyze your own feelings about the change; 2) Obtain the many facts surrounding the change; and 3) Decide when and how to communicate the news. Here are the last three steps for communicating change so that there will be less resistance and more commitment.

4. Explain the details clearly and confidently.
In many organizations, staff are notified of decisions but are not told the why, who, what, when, where and how. If they don’t understand the reasons, if they see no plan, and if they think it won’t work, then what happens is a lack of enthusiasm and commitment for the change. Here’s what you need to communicate.

  • The “Why” – The reasons for the change.
  • The “What” – Specifically what is changing and what is not
  • The “How” – The plan of action for the change.

5. Emphasize the benefits but don’t over do it.
Highlight key benefits that are important to the particular staff member or team. A younger employee may relate positively to the extensive training that will accompany a change while one nearing retirement may not see that as a benefit at all. So figure out the “WIIFM” (What’s In It For Me) for each of your staff people or teams.

6. Finally anticipate and address their concerns.
When a manager announces a change, a staff person’s first concern is “How is it going to affect me?” Recognize that while the change is beneficial and needed, there may be legitimate problems and downsides to the change. Too often managers do not want to discuss the downsides or challenges. Resistance increases when this happens because to employees it feels like management does not care or is out of touch with reality. So determine ahead of time:

  • What questions might be asked and concerns voiced about the change?
  • How might you answer these questions and concerns honestly yet with optimism?

Management Success Tip:

Get a fast start. Work with your people to determine the best ways to make change work. Involve your staff in the planning, the rolling out and problem solving of the change project or program. There is no better time to get people’s commitment than right in the beginning.

Do you want to develop your Management Smarts?

Example of a Coaching Conversation

A-woman-coaching-employees-on-a-work-topic.

First, What is Coaching?

Simply put, the purpose of coaching is to guide and support oneself or another to:

  1. Clarify a current, important priority that the person wants to work on;
  2. Identify relevant and realistic actions to address that priority;
  3. Take the actions in the person’s work or life; and
  4. Learn by reflecting on the coaching and the actions.

Coaching can be done in one conversation or as part of an overall coaching program. One of the clearest ways to distinguish the power of coaching is by comparing it to a typical conversation. In the following, let’s assume that Tom’s current priority is to improve his time management.

Example of a Short, Typical “Helpful” Conversation

Tom: Bob, can I talk to you for a couple of minutes? We’ve worked together for years. I have a time management problem. I just don’t get enough done in a day. What do you think?

Bob: Yeah, me, too. That’s hard for all of us. I know your boss. It’s time someone made him take control. Make him fix your problem. What’s with that guy anyway?

Tom: I’ve asked him for help, but he said everything on my todo list is important and that I need to get it all done. He makes me feel even worse. What do you do?

Bob: Wow, your boss can be a real jerk! I’m glad I don’t work for him. Maybe you should take a time management course. That’s an idea!

Tom: I’m already so busy. How am I going to find time to take a course?

Bob: I don’t know. I’m just giving you some ideas. Maybe you need to work more hours.

Tom: I’m already working 50 hours a week. If I work any more, I’ll just be taking time from my family. What do you do?

Bob: I don’t know. We all have a time management problem. Maybe you just forget about it for a while.

Tom: I suppose I just live with it like everyone else.

Bob: You’ve got about 10-12 people working for you, right?

Tom: I’ve got 12.

Bob: Dump some of your work on your people. Maybe they need to work harder. This place never hires enough people.

Tom: They’re already as busy as I am. I guess I just live with this.

Bob: How big is your budget – about one million?

Tom: Yeah, about one million?

Bob: Tell you what, go hire another employee – someone who’ll work even harder for you, OK? We need to get rid of the dead wood around here. Just do it.

Tom: I suppose. Whatever.

Example of a Short, Coaching Conversation

Tom: Jack, can I talk to you for a couple of minutes? We’ve worked together for years. I have a time management problem. I just don’t get enough done in a day. What do you think?

Jack: Tell me more. How did you conclude that you have that problem?

Tom: I never get everything done on my todo list. The more I get done, the more I end up adding to the list. I talked to my boss and he just said, “You need to get it all done.”

Jack: What would successful time management look like to you?

Tom: Well, I’d get everything done on my list.

Jack: How is that realistic?

Tom: It’s not, but what else am I going to do?

Jack: How do you like to solve problems like this? For example, do you like to talk to someone, make a list of pro’s and con’s, or read books about the subject?

Tom: Well, I do like to talk to a few people and to make a list of pro’s and con’s.

Jack: Who are some people you could talk to for help?

Tom: Well, I really think my boss owes me some advice – after all, that’s his job. Also, I have two co-workers who seem to feel good about how they manage time.

Jack: How would you approach them? Sounds like you already tried to talk to your boss, and that didn’t work out so well.

Tom: I’ll start first with my co-workers – and I’ll ask them for advice about approaching our boss, too.

Jack: When will you realistically be able to talk to them? You seem so busy.

Tom: This is really important to me. I’ll talk to my co-workers today to schedule time with them.

Jack: How will you fit them into your schedule, since you’re so busy already?

Tom: Jack, this conversation is helping me to realize that I’ve got to do something. I’ll make time to talk to them.

Jack: Sounds like you’re getting more perspective on this time management problem?

Tom: Yeah, maybe one of my problems is that I’m hoping some kind of fix will come along without my having to make time for it.

Jack: That’s a good insight, Tom.

Tom: Jack, this conversation was really helpful! You’re really smart!

Jack: Tom, the answers seemed to come from you, not from me.

Jack: What was helpful about this conversation?

Tom: I guess I really like the way that you just asked me good questions. It really made me think – and I realized that I’m smarter than I thought!

Jack: I’m glad to hear that! Thanks for being so honest in this conversation.

Jack: Know what you could do for me? After you’ve talked to your co-workers, tell me what you learned, not just about time management, but about yourself. Maybe I can use some of that learning for myself, too!

Tom: It’s a deal.

Summary – Notice How Coaching is Different?

In the coaching conversation:

  1. Jack mostly just asked questions.
  2. Jack’s questions were made to make Tom think – they weren’t merely questions that could be answered with “yes” or “no.”
  3. Jack didn’t have to know much about Tom at all, in order to be really helpful.
  4. The ideas and the actions came from Tom, not from Jack – that helps Tom to take ownership in his situation and to ensure his actions are realistic.
  5. Jack affirmed Tom’s participation in the conversation – Tom was honest.
  6. Jack helped Tom to learn from the conversation – he asked Tom to share his learning with jack.

For many related, free online resources, see the following Free Management Library’s topics:

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Carter McNamara, MBA, PhD – Authenticity Consulting, LLC – 763-971-8890
Read my blogs: Boards, Consulting and OD, and Strategic Planning.

LinkedIn Company Pages

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Tips for Using Them in Your Business

LinkedIn has become the premiere U.S. online business social network by keeping standards high. If you understand how to use LinkedIn to meet professionals, recruit employees, do research and promote your business, you can benefit greatly.

I’m a big fan of LinkedIn. Here are a few more tips for effectively using LinkedIn Company Pages.

Updates

Now you can post updates to your Page to keep followers informed about things like employee hires, job openings, company news and announcements, and just about anything that’s worth telling.

Not only that, but it helps extend your influence as a professional and industry expert.

Enhance Your Company Page

– Make your page robust with info about your company, people, products, servcies, and specialties. Be sure that you use longtail keywords and pull your blog posts in by inserting your blog URL.

– Imbed a YouTube video, on your services obverview page as well as the specific info pages.

– Add rich content; videos, links, announcements, and valuable information. Ask and answer questions. What are your followers search for? Give it to them.

– Enable the page for status updates.

Build Your Following

– Have all your employees link to your company page.

– List 2-3 benefits of following your company page.

– Offer something of value and post a ‘call to-action’. Ask for the follow!

Monitor, Track and Tweak

Use LinkedIn’s Analytics feature to tell the story of visits to your content and Company Page. Check frequently for comments and respond immediately. It’s the quality of the content and conversation that enhances your professional status.

How much time can you allot every day to enhance your LinkedIn Company page? Even a few is great. They add up!

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For more resources, see our Library topics Marketing and Social Networking.

.. _____ ..

ABOUT Lisa M. Chapman:

Ms. Chapman’s new book has a name change! The Net-Powered Entrepreneur – A Step-by-Step Guide will be available very soon. 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

Rumor and Innuendo

A woman whispering to her friend closely

Counter rumors with fact

You can’t assume that everything you read on the internet is true (duh!). If you’re the victim of such disinformation, you need to act quickly to counter it with solid facts. Once the horse has left the barn, it’s difficult to catch!

This quote, from a Canton on Emergency Management blog post, is evidenced in most crises we see today. In much the same way hearsay that came from someone’s uncle’s brother’s friend should be taken with a grain of salt, so should unsourced, unverified posts on the Web.

Unfortunately, the average person is more inclined to not only believe what they read, but there’s a good probability they’ll pass it on to others via social media, who then have the potential to re-Tweet, share, or Like the situation into something bigger than it is.

The best way to get ahead of rumor and innuendo is to quickly release some type of statement, even if it’s simply asking for a bit more time to figure things out before you share the full story. If you’re already behind the curve, then get your best, brightest, and most comprehensively trained communicators out there working with reporters, both amateur and professional, to get the real facts published.

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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc. , an international crisis management consultancy, and author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is a writer, publicist and SEO associate for the firm, and also editor of its newsletter, Crisis Manager]

Navigating the Training Labyrinth

Navigating-the-Training-Labyrinth

You don’t really want to make a wrong turn and there is no GPS for this.

How often do you consider the training method you will use to train a particular topic in terms of its actual outcome?

To do that requires much thought and speculation.

With all the products out to choose from, the process can be a mess of twists and turns. It is a labyrinth when you consider what training will produce the best results for the minimum of cost. The frustration makes us want to jump a hedge and take a short cut or believe when we should be more discerning of the information we are being sold.

Let’s face it.

  • There are topics we must make sure our people have signed off as knowing. Those topics don’t need a trainer to go over it in class. Here is a good opportunity to use a web-training, a simple PowerPoint, or even a less technical handout everyone must sign.
  • Those pieces of information, employees will read and understand simply, and will take your word for its importance; for this type of information the employees doesn’t need elaborate or expensive training. It is likely that, this kind of information you are required to give your employees by law.
  • In fact, the more formalized you make it, the less likely they are to take it. However, the more creative and fun it appears the more likely they are to take it without complaint.
  • My plain and simple advice: if it requires motivating change, face to face training works best.

Some would argue “I can do it simply on video.” Some trainers can be dynamic on video but they do lose the power of interaction if they are done too simply. I have heard of webinars, video conferences, and teleconferences that can do this very well for some subjects.

If you choose a video or online source that claims to have interaction with its audience, check it out for yourself to see if you are convinced this “interaction” is effective.

There are tricks to the trade that are indeed sufficient for feedback in situations not face-to-face. Still not much beats a good trainer in a face-to-face encounter. It’s hard to anticipate the questioning or skeptical looks, among other nonverbal audience reactions from a distance and without a visual conduit.

Where does that leave us? Match your training with the training product or method that will give you the result you want. Be careful not to alienate your people by force feeding them the “cheap.” They will resent it and feel less appreciated, and you may find this is worse than not giving them the training the need or are required to have by law. Try to understand when they grouse about about it. Believe it or not, it is usually because they, too, feel it is interrupting or affecting they way they do their job for you.

And, there’s more.

Maybe this does require selecting an in-house training manager (if not a trainer) who does more than select off-the-shelf training or does-it-all in-house, without a lot of creativity. There is more to training these days than ever. We know more about learning, and we have more tools to achieve maximum results. We also have so many to choose from it becomes confusing as to which is most effective.

It seems to me navigating the labyrinth is an important job that shouldn’t be relegated to the most junior executive. It is not a starter position and yet it is often treated as such. Perhaps an answer lies there. A trainer is not just a presenter or a manager of off-the-shelf products or an employer of outside trainers, but a discerning eye toward what is needed by the company.

So the discussion starts there–with a training position that should be neither a starter position nor a glass ceiling position; unfortunately, sometimes it is regarded as both. Hopefully, as we have seen training emerge into the strategic side of business this situation is changing. A training manager that is key to company success contributes to morale, motivation and performance.

Selecting the right training method or tool is an important part of all three. It starts with you, the manager, and the training manager, if you have one, and ends with effective training. If you feel that the proper selection is not something you can do yourself, hire someone from outside, not a vendor, but a professional training developer who will help you select a variety of methods and tools as needed and not his or her own product.

A short one today. Feeling a little under the weather. Check out my website for more. If you need a training developer, I am one as well, but go with whom you feel most comfortable. I don’t have a list of referrals, but I’m happy to chat for free if it helps you decide what you need. Happy Training.

For more resources about training, see the Training library.