Crisis Management Lesson: You Are Always on Camera

Learning from the case of the delivery driver and the auto dealership

These days, it’s pretty safe to assume you’re always on camera. Whether it’s a cell phone, spy cams that can appear to be just about anything, or, as in this case, a plain old security camera, someone’s watching.

When pizza delivery guy Jarrid Tansey delivered $42 worth of pizza to a car dealership in Westport, Massachusetts, he assumed the $50 he was handed included his tip and headed back to run another route. Employees at the car dealership evidently felt no tip was deserved, though, and called to have him bring the $7 back. When he returned an ugly exchange ensued, and it was caught on tape for the world to see:

As a result, the car dealership was flooded with a deluge of angry calls, social media messages, and online reviews, along with an incredible amount of negative coverage by the media.

Some five days after the incident, the dealership released the (slightly odd) statement below:

“On behalf of the owner who was not present during the taping of this video and management we will like to publicly apologize for the actions that led to this situation, this embarrassing video gone viral on the Internet, was not released by any employee of F and R Auto Sales. In addition to this apology the owner and proprietor will like to offer a cash donation to the delivery man in the video. The actions of the female led to her termination and the other gentleman that was belittling the man in the video was not an employee of F and R Auto Sales and had no permission or authorization to release any security footage from F and R Auto Sales. We are currently straightening out matters on that behalf.”

Although showing you’re taking action against offending parties is an important part of crisis management, this just came off as less-than-genuine, not to mention hacked together, both factors we’re certain contributed to the serious legs this story’s had over the past couple weeks.

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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, 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]

– See more at: https://staging.management.org/blogs/crisis-management/2015/01/29/unexpected-demand-for-wired-uk-giveaway-sparks-crisis/#sthash.hxzJtkAM.dpuf

Unexpected Demand for Wired UK Giveaway Sparks Crisis

a-giveaway-illustration

Predict the problems that come with your promos, or run afoul of your fans

You would expect Wired, a magazine focused on the world of tech, to be prepared for a promotional offer to go viral, but the ugly aftermath of a promotion from the UK shows it was anything but.

Wired offered new subscribers a “Misfit Flash” fitness watch, an item that typically costs about 5x more than the subscription itself, for free in the print version of its magazine, but after the deal was posted to deal sharing site HotUKDeals demand far outpaced the supply available.

After several days of delays and general unresponsiveness, the magazine began sending highly unsatifying responses to inquiring subscribers who were expecting their Misfit watch, including the one below:

Thank you for taking the time to contact us. I am sorry to report that we have run out of the gift.

Even though our offers are always subject to availability, we were supplied with a generous number of items to make sure WIRED readers would not miss out. While this promotion was only published in the printed copy of WIRED, one individual took the initiative to leak the offer on http://www.hotukdeals.co.uk.

As a result we received a large number of orders online after the offer was made public. We are looking into a solution and will be contacting as soon as possible.

Wired completely blew through the stock they had on hand, and put yet more bad communications into practice with its official statement to the BBC:

“The take-up has far surpassed anything equivalent run in the past, and the limited stocks – which were subject to availability as outlined in the terms and conditions – have run out. We have been working hard to find an alternative, and are pleased to offer a six-month extension to the subscription. Letters have been sent to those affected, which they will receive this week. For anyone not satisfied with this, a refund will be available.”

This is hardly an effective form of crisis management messaging, and all we got out of it was the impression of an utter lack of compassion and understanding from Wired for its audience. It may be a downer around the meeting table, but predicting ways promotions could backfire is absolutely essential to avoiding the reputation hit that comes with failing to live up to your word.

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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, 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]

– See more at: https://staging.management.org/blogs/crisis-management/2015/01/27/branding-your-business-to-boost-reputation/#sthash.E1Ec5Y0Q.dpuf

Development Staff As “The” Fund Raisers (According To Shakespeare)

Development staff in a business

What would we do without Shakespeare’s quotes to fit any occasion or mood? Thus it is with my seeming futile battle against the ever-mounting rise throughout the non-profit sector where development staff members become nothing more than paid solicitors.

Whenever I’m impelled to remind anyone who the fund raisers should be in their organizations, keeping in mind that there is often some energetic (negative) pushback, there is one of the Bard’s quotes that comes to mind:

“What’s gone and what’s past help, should be past grief.”
— Paulina in The Winter’s Tale

 

What’s gone and what’s past help seems to be true with how the development process has evolved over the past several decades, but my grief remains.

I’ve been fighting the development-as-sales battle for too many years, and I fear we are all losing to the growing trend of having boards of trustees believing that fundraising is someone else’s responsibility, and to development staff too often willing, or forced, to take on the role of solely, or mostly, being “the” fund raisers for their organizations.

There are, of course, some who do star in their role as staff solicitor for their organizations, but when they leave – and everyone leaves eventually – they will likely take with them their personal relationships with donors … and other contacts and resources, resulting in having the individual taking over their role in the position of pretty much having to start from scratch.

I have, and continue to have, ongoing communication with frustrated and frantic development professionals, people who are lamenting that they are not at all able or willing to be their organization’s fund raiser of first resort, but are de facto in that role by order of their boards or their supervisors.

I know I am mixing literary metaphors here, nonetheless I think it apt to bring in Arthur Miller, looking to his “Death Of A Salesman” as a perilous parallel to our formerly glorious fundraising “family” becoming more and more populated with despairing and failing Willy Lomans. As such, I fear we could very well be seeing the “Death Of A Profession,” as we once knew it.

I tell anyone within reach that we cannot continue to go this way and succeed with mostly a “smile and a shoeshine,” making the “sale” for today, but not being given the time and resources to build for tomorrow.

And, it all goes back to the Boards of Trustees and other volunteers. Volunteers are the lifeblood of a development operation, and Board Members are the most important volunteers of all.

There is no greater strength in a fundraising campaign than a board ready and willing to lead. There is no greater weakness in a campaign than where the board sees fundraising as someone else’s responsibility.

But, those formerly true and highly successful fundraising principles are now being abandoned in favor of the quick fix, using paid outside- or staff-solicitors.

And while there are some proven and workable aspects to social media, micro-giving and crowd fundraising campaigns, far too many organizations are all too willing to put all or most of their effort to those mass-media appeals made to mostly temporarily-caring audiences for the smallest of contributions.

The tried-and-true development process to ensure future financial stability is all but being abandoned for today’s limited vision and an annually renewed urgency to meet (mostly) arbitrarily-set quotas.

“How poor are they that have not patience!”
— Iago, in Othello

 

Next Week, our millennial, K. Michael Johnson, talks about how he’s ticked off some of his older colleagues with his so-called “new ideas.”

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Have a question or comment about the above posting?
You can Ask Tony.
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Have you seen
The Fundraising Series of ebooks?

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
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If you’re reading this on-line, and would like to comment/expand on the above piece, or would just like to offer your thoughts on the subject of this posting, we encourage you to “Leave a Reply.” If you’re reading this as an email, and you want to comment on the above piece, email Comments to offer your thoughts. Your comments, with appropriate attribution, could be the basis of a new posting.

Communication During a Crisis

communicating the word crisis on a paper

fireAn accident happens in one of your plants. Your firm’s product is found faulty. A disgruntled employee brings a lawsuit against your firm. Suddenly, all eyes are on you, from the press to the public to your organization’s people. As a leader, how do you think clearly and communicate professionally and correctly under the gun? Here are some tips to help you plan ahead, execute on your plan, and keep your cool while doing it.

Plan ahead:

  • Establish a crisis team responsible for decision making and communication. Be sure to include all key functions including exec management, council, HR, etc.
  • Develop a crisis communication plan well before needed. Determine what emergencies could occur and put protocols in place.
  • Have contact information for all stakeholders including suppliers, customers, media, and employees so you can get to it quickly. Include contact information for crisis team members. Get it all in one place easily accessed.
  • Have generic messages ready to go, or “holding messages” you can use as information unfolds. Remember online messaging will be important as well.
  • Have spokespeople identified and well prepared to respond in a timely and appropriate manner. Require statements come only from designated people. Have backup spokespersons ready as well.

If you are speaking:

  • Take a moment to calm yourself; breathe, relax your body and your voice. Relax your face and your shoulders. Take a brief walk or move around your office to loosen up and work off excess adrenaline.
  • Take a few minutes to draft a statement or outline of what you plan to say. Take time to run it by a second party; this also acts as your rehearsal. You might want to record your words as another form of capture and rehearsal.
  • Take your time when speaking. Don’t let adrenaline cause you to speak too quickly. Pause periodically to regain calm. Make calm eye contact with the audience. Manage your face so it looks neutral rather than grim.

How prepared are you to handle a sudden crisis? Start today to put protocol and skills in place.

Branding Your Business to Boost Reputation

diverse-people-thinking-planning-marketing-brand

Learning the basics of a must for crisis management, and business in general, today

One of the easiest ways to protect and grow your reputation is by getting online. From the ever-growing list of social media platforms to the reviews sites everyone uses, there are many opportunities to get out there and show people you’re an organization worth dealing with. We recently came across a great infographic from Media Mosaic that illustrates exactly how to get started and thought our readers would find it useful. Have a look:

Online Reputation Management for Business Branding #infographic

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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, 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]

– See more at: https://staging.management.org/blogs/crisis-management/2015/01/26/lance-armstrongs-unbelievable-interview/#sthash.O1mLYs95.dpuf

Lance Armstrong’s Unbelievable Interview

business-leader-interviewing-job-candidate

“I’d probably do it again.”

Lance Armstrong’s unabashed lying, and subsequent non-apology, marked his story as one of the biggest falls from grace in sports history. After a series of disastrous media appearances following the United States Anti-Doping Agency’s damning report on his abuse of performance enhancing drugs and other illegal practices meant to boost racing ability while avoiding detection he’s been largely quiet, and judging from a BBC interview published this week he really should stay that way.

Asked by reporter Dan Roan, “When it comes to the doping, would you do it again?”, Armstrong dropped a quote that probably left his PR people having an absolute fit just off camera – “If I was racing in 2015, no, I wouldn’t do it again because I don’t think you have to. If you take me back to 1995, when it (doping) was completely and totally pervasive, I’d probably do it again.”

I’d probably do it again. Immediately when we heard this quote, we thought of a post from the blog of “Mr. Media Training” Brad Phillips, who had posed the question “Is Lance Armstrong a Sociopath?” after his Oprah appearance in 2013, and we can again see the same personality at work here. Even after what was almost undoubtedly extensive coaching, after watching the fallout from his actions play out, Armstrong completely fails to show any real remorse or understanding that what he did was wrong.

From a crisis management standpoint he’s beyond all help, and as long as he continues to utterly fail to accept that showing sincere regret for what he’s done is the first step to repairing his reputation even the slightest bit that will continue to be the case.

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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, 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]

– See more at: https://staging.management.org/blogs/crisis-management/2015/01/15/the-reputation-feedback-loop/#sthash.4txAEWn1.dpuf

How to Create a NEW LOGO for your Small Business or Professional Service

creating a logo for a business

Find Logo Designers – Fast, Affordable and Amazing Quality

Google Search for Anchor LogoOne of my favorite clients recently approached me with the need to have a logo created. He has a professional consulting practice, a website and a blog. The Problem: his brand hasn’t been developed and he wants a new logo to give it punch and memorability.

I’m going to show you exactly how to get your quality custom logo designed for $5!

Logo Ideas

My client wants to use the image of an anchor. So I jumped online and performed a quick search on Google Images for the keyword term ‘anchor logo’. See what it returned for anchor logo. While that search didn’t produce the perfect logo answer, it did give us a lot of variations for brainstorming ideas.

When you do this, be careful not to use any of these images exactly, as they are likely copyrighted, thus protecting their use. Copyright violation is a serious offense.

To get a great logo on a shoestring budget, there is a company that offers creative services – including logo design – for $5. Amazing!! A lot of professional logo designers live around the globe, where $5 means a whole lot more than it does here.

Logo Design Services

Fiverr offers these logo design services – with the capability to search vendors by the type of logo you want.

I often recommend a simple black & white or two color logo, which is easiest to reproduce and clearest when photocopying, faxing, etc. Not to mention that they are less expensive to print, versus four-color.

To find these vendors, specify (near the top of the screen – drop down choices) and search by:

  • Type: Text & Symbol
  • Style: Simple/Minimal
  • File Format: JPG
  • Also Offers: Multiple Versions

Of course, you can search for any type of logo (vintage, dimensional, four-color, etc.) by specifying other choices. Look for vendors whose base service includes: 1.) quick turnaround, 2.) custom design – no templates, 3.) willingness to do revisions, and 4.) a guarantee.

Look through the samples of their logo work by scrolling through the images on their showcase screen. Important Note: small text in a logo will generally not be visible on a mobile device – phone or tablet, which comprise over 60% of all Internet views now. If your logo is going on your website, readability is critical.

Take look at the reviews by their previous customers – located at the bottom of the screen. This will tell you a lot.

Consider a Few Different Logo Vendors

For a simple 1-2 color logo, here are a few vendors that look like they may be worth a try. At $5 a pop, it’s worth it to me to try several. Caveat: I have not used these specific vendors, and do not vouch for results. :

Before buying, I recommend contacting them, which is private and secure on Fiverr. Find the ‘contact me’ button. Ask any questions you have. Their response will give you an idea of their command of the English language (really!) and response time. Customer communication and responsiveness are keys to getting good service and a great outcome.

Order Your Logo Design

You just set up an account, and for $5 they deliver the logo in the files they promise in their ‘gig’ description. For the base $5 gig, you want at least a JPG or PNG file – print-ready for business cards and such. Editable files are usually extra. Read the description and “Extra gigs” carefully to know what you’re buying. Each vendor is different.

Be sure to give them enough information to get as close to your desires as possible. Try to sketch something to give them an idea. If you’re working with a color scheme, for your website or social media platform, give them a link. Do you want a tagline? You can attach documents when you give them the details. Give them as much instruction as makes sense.

What to Expect

After you buy, you will receive a prompt and an email asking for more info so they can execute to your specifications. They will deliver your first draft and you will be notified by email.

Once you have the final logo, other vendors on fiverr.com can make “banners” for your website and/or social media profiles, so that your branding is consistent among all your web properties.

They also offer much, much more – take a look at Fiverr.com!

If you finished reading this post, others will too, so take 5 seconds (!) to share on Facebook, Twitter or your favorite social scoop. Thanks!

More Articles That May Interest You:

How to Brand Yourself

For more resources, see the Free Management Library topic: Marketing and Social Media.

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ABOUT Lisa M. Chapman:

Lisa Chapman helps company leaders define, plan and achieve their goals – both online and offline. After 25+ years as an entrepreneur, she is now a business and marketing consultant, business planning consultant and social media consultant. Online, she works with clients to establish and enhance their brand, attract their Target Audience, engage them in meaningful social media conversations, and convert them into Buyers. You can reach her via email: Lisa (at) LisaChapman (dot) com. Her book, The WebPowered Entrepreneur – A Step-by-Step Guide is available at:

Direct Mail: Getting To Know “YOU”

A fundraising letter

Every time I sit down to write a fundraising letter, or one of these posts, I suffer a period of anxiety. I’m worried that readers will reject my writing. Reject me.

At first my writing is flat, a collection of information and phrases with no life or meaning.

But after a little while I get over myself and start thinking about my reader: You!!

Of course, I don’t know you yet, but I can imagine you because I know so many people working for nonprofits and facing the challenges of fundraising.

Chances are that you are generous, intelligent, curious and conscientious. Also, probably, pressed for time, short of resources and at least a little less knowledgeable than me about direct mail. (If you know more about it than me, then I want to read your posts!)

Now I’m feeling better. We care about some of the same things and we’re here together so I can help you. You’ve made a little bit of time to hear me out, but I need to get to the point.

And the point is “You.” It’s the most powerful word in the English language, the word that names us, the subject of most of our waking thoughts.

You’ve heard the advice that inserting the word “you” into copy makes it more engaging to readers. This actually works, but the practice may strike you as a rather mechanical, even a Pavlovian trick.

But, the interesting thing is this: it’s a trick we play on ourselves as writers as much as on our readers. We can’t address our words to a person called “you,” without imagining that person.

If I’m writing for an environmental organization, I’m likely to imagine “you” as a healthy, active older married woman with an advanced education and broad interests in addition to a passion for sailing.

Now that I’m holding an imaginary conversation with an imaginary reader, my writing starts to read like speech, the words I would use to inform and persuade someone at my kitchen table.

You don’t know me, I think, but I know something you’ll be interested (perhaps shocked) to hear. I see my reader looking at me skeptically over her glasses.

But she’s listening, so I keep talking, building my story and showing how her informed monetary support can make a big difference in the outcome of my story. She’s nodding. Now I’m feeling persuaded and passionate myself.

It can take many more hours to complete final revisions, but that’s the beauty of imaginary conversations – unlimited do-overs. Meanwhile, I’m on my way to a complete first draft.

Thanks to “You.”

Next Week Tony Poderis discusses … Who Should be an Organization’s Rund Raisers.

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Jon is Vice President of Cause & Effect, Inc.
He has helped nonprofits develop successful direct response strategies and
effective donor communications
for more than 25 years.
Contact Jonathan Howard or
visit the Cause & Effect website

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Have you seen
The Fundraising Series of ebooks ??

They’re easy to read, to the point, and inexpensive ($1.99 – $4.99)
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If you’re reading this on-line, and would like to comment/expand on the above piece, or would just like to offer your thoughts on the subject of this posting, we encourage you to “Leave a Reply.” If you’re reading this as an email, and you want to comment on the above piece, email Comments to offer your thoughts. Your comments, with appropriate attribution, could be the basis of a new posting.

Dr. King’s Inspiration – Greatness at Work

An-employee-being-given-a-handshake-for-a-great-job

As we celebrate the MLK holiday this week, I want to focus on one of King’s messages that apply to businesses and work.

     Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that.- Martin Luther King, Jr. (January 15, 1929 - April 4, 1968)
Dr. Martin Luther King Jr.

One of my favorite quotes of Dr. King is: ‘Anyone can be great because everyone can serve.’ That quote is the basis for my first book, “Path for Greatness: Work as Spiritual Service.”

Reflecting on King’s message, how are we called to be great at work? When he talks of greatness he’s not speaking of exceptional performance, heroic deeds, or extraordinary talent. King wrote that even if you are a small shrub on the side of the road, be the best little shrub you can be.

No, King is referring to the kind of greatness that comes from bringing your best self to work, day in and day out.

Any work can be spiritual when we show up as our best selves and offer our work as loving service. Are you working with integrity, compassion, understanding, kindness, respecting others, etc.?

Greatness comes when you could take the easy way out, cut corners, blame someone else for a problem, inflate an expense, or intentionally mislead someone one- but you don’t.

Greatness often requires courage. Courage to stand up for your customer, or perhaps stand up for your colleague when peer pressure or politics require otherwise.

Greatness happens when you could go along with others who aren’t doing the right thing, but instead speak your truth.

Are you showing up today with courage, compassion, understanding, kindness?

Are you respecting yourself to speak your truth? Are you respecting your customers or co-workers by listening deeply to what they need?

I describe in my book “Path for Greatness” ways to be great in the way that King meant. As you align your gifts, passion, and higher purpose in loving service, your greatness comes through.

First, you need to nurture your spiritual soil so that you stay spiritually grounded despite what goes on around you at work. By tending to your spiritual soil, you’re able to offer your gifts and passion in loving service.

If your spiritual soil, your solid ground, isn’t tended to, you’ll feel depleted or out of balance. Or worse yet, you’ll forget to bring your best self to work. You’ll act without integrity, compassion, respect for others etc.

Look for the ways you are called to be great this week.

  • Are you tending to your spiritual soil?
  • Are you bringing your best self to work?
  • Are you offering your gifts in loving service?

May you find inspiration from the words of Dr. King. No matter what work you do, your greatness can shine through.

Go be Great. The world needs you.

“Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that.”

Martin Luther King, Jr. (January 15, 1929 – April 4, 1968)

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Linda J. Ferguson, Ph.D. is a Job and Life Coach. Linda offers guidance and fresh perspectives to help you be successful at work and live in balance. Visit www.lindajferguson.com/coaching/ for more information.

Like Linda’s FB page for more blog posts and updates of Linda’s work.

Share Linda’s 10th Anniversary edition of “Path for Greatness: Work as Spiritual Service”as a gift for a colleague, friend or family member who desires to integrate their spiritual life and their work life. Available on Amazon- Click HERE

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Virtual Communication

a lady having a virtual meeting

Virtual communication, is when people communicate without being face-to-face. An example of its usage is in training sessions, i.e., e-learning. Instructors can communicate and provide lessons from anywhere and anytime, as long as they (and the audience) have the right tools.

The trainer needs to first know:

  • Who is the audience?
  • How do we virtually connect?
  • What tools are required by the trainer and user?
  • Is there a process in place for ensuring that all communication standards are met?
  • How will files be exchanged?
  • Does the documentation meet the training objective?
  • How do we easily transfer the knowledge?
  • Was the language used suitable, appropriate and understandable within any culture?
  • How do we ensure that the correct knowledge was transferred?

The cloud and mobile devices will help the trainer (and the user) by providing quick and easy access to documentation and training. With easier access to learning and communicating, everyone has a means and an opportunity to be more efficient. The cloud makes it easier for the trainer by providing and maintaining the training sessions, and the mobile devices allow for easier and faster communication between the trainer and user.

To know if the virtual training and communication will be effective, the following questions below should be answered with a ‘yes’:

  • Did the virtual training and documentation meet its purpose and goals?
  • Did we follow existing processes and standards for communicating?
  • Did we provide appropriate and beneficial information through slides, videos, and presentations?
  • Did we use the best and the right tools (and formats) to produce the documentation and training program?
  • Did we ensure that everyone (provider and user) will be utilizing the same communication tools?
  • Did we allow users to access a demo? It would be beneficial for the user to have access to a demo even if it is for a limited time so that they can become more familiar with the product, subject, service, app, etc.
  • Did we provide a prototype that the users can try it out?
  • Did we provide a means for users to review the training session?

Regarding the documentation (or downloaded files), ask:

  • Was the work reviewed and approved?
  • Were the documents tested for accuracy (by individuals, department, and project)?
  • Is there a schema where all training documents as well as presentations and videos kept?
  • Is there a methodology (or an existing content management system) that exists to help us stay organized?
  • Will the users be able to download essential files?

Regarding collecting user feedback, ensure that:

  • the processes are set up to get feedback from users (clients, developers, SMEs, customer service, etc.)
  • the audience was questioned to find out the strengths and weaknesses of the virtual presentation, such as was too much or too little information presented.

Virtual communication (as well as video communication, web conferencing, etc.), are very popular and beneficial, and are used by many organizations and institutions to provide the information they want to share, teach, market, etc.

What are your thoughts and experiences on virtual communication?