It is an unfortunate fact of life that bad things happen. Not only do they happen to people, but they happen to and at organizations, companies, schools, hospitals, parks, government buildings and the list goes on. I was struck by the response of an East Coast college this weekend, when a technology supported test-run led to a number of students being erroneously told they had gained that most valued early admission. While the actual number of students impacted was not a huge number, for every student impacted it was a huge deal. The college has responded with an apology for the error and offered students the opportunity to talk with a real person if they so chose.
When bad things happen, it is critical to remember that for the person or persons it is happening to, it is a not an abstract occurrence, but very real. It is important not to use words like 'only, minor, or insignificant' that negate the very real hurt, harm, sadness or unhappiness that those impacted are experiencing. We should try to first put ourselves in the place of the person or persons who are going through the experience, reflect on how we would like to be treated and to the best of our ability, craft our messages accordingly.
A few years ago, my then 15 year old son and I were in an airport kinda people watching when he asked me how it felt to be part of 'just the background' in the lives of people walking by. His question has stuck with me for the past 8 years, is quite humbling and helps to inform how I approach communications "work." Having a profound respect for those for whom I am "just background" is important, especially when it comes to having to share why something 'bad' has happened.
Monday, January 30, 2012
Thursday, January 12, 2012
Tag Lines
Isn't it interesting how exhausting finding the right few words to serve as a tag line or positioning statement can be? Perhaps it is so hard because such statements must be memorable, pithy (an old word), long lasting (meaning cannot be too contemporary or too throwback) and have to be embraced (and sometimes approved) by lots and lots of internal audiences. I found myself with a little bit of time on my hands and decided to take a trip through the neighborhood of taglines for direct to consumer companies, business to business corporations, non-profit agencies and of course, other health care organizations. I came away from my journey with two thoughts:
1. Getting it just right is really, really hard
2. When it is just right, it "sticks" immediately
While it would probably be inappropriate for me to share the ones that 'stuck' for me immediately, I will share their attributes. First and foremost, they were simple. No big, fancy words or 'industry-insider' language that I needed to know. Second, there was a connection not only with my brain, but with my heart. The ones that really connected with me, engendered an inaudible "Ahhhh." Third, they were believeable. Since I was taking the journey, I only went to companies or organizations that I knew something about. I must say, I did read some that made me go "Really?" which means they did not immediately pass the believable test. Finally, they transcended being just "catchy, right now." I could see the words being used in the distant past, present and far into the future.
Because 'words' are an important part of what I do, these kinds of exercises are fun for me. Unfortunately, this kind of fun is not shared by anyone who lives (or has lived) in my house, so I am glad I have this forum to share my thoughts with others who get a kick out of words! Happy 2012.
J
1. Getting it just right is really, really hard
2. When it is just right, it "sticks" immediately
While it would probably be inappropriate for me to share the ones that 'stuck' for me immediately, I will share their attributes. First and foremost, they were simple. No big, fancy words or 'industry-insider' language that I needed to know. Second, there was a connection not only with my brain, but with my heart. The ones that really connected with me, engendered an inaudible "Ahhhh." Third, they were believeable. Since I was taking the journey, I only went to companies or organizations that I knew something about. I must say, I did read some that made me go "Really?" which means they did not immediately pass the believable test. Finally, they transcended being just "catchy, right now." I could see the words being used in the distant past, present and far into the future.
Because 'words' are an important part of what I do, these kinds of exercises are fun for me. Unfortunately, this kind of fun is not shared by anyone who lives (or has lived) in my house, so I am glad I have this forum to share my thoughts with others who get a kick out of words! Happy 2012.
J
Friday, December 16, 2011
Ask, when you want to know
A few weeks ago, we welcomed another marketing and communications team to the 'family.' While the reasons and rationale for making the reporting relationship change were clear to those making the decision, I never want to assume that reasons and rationale are clear to everyone. So, instead of assuming, we tried to make sure we shared the reasons in an up close and personal manner with all involved -- giving everyone the opportunity to ask questions. This process reminded me that we need to make sure that everyone knows the 'question-asking opportunity door' is never closed. Whether it is a big change, a small change or something that makes you go "I wonder....", please ask. I commit to answering -- whether the answer is easy for me to give immediately, falls into the bucket of "Let me find out" or into that even more difficult bucket of "I know, but can't share the information with you at this time."
As a working leader of what is now a pretty large organization, 'open time' to have an open door policy is sometimes difficult to manage. I am not whining -- we all work really hard and have a lot of pushes and pulls on our time. All of us juggle a lot of projects with numerous demands from clients -- me included. Because of this juggling act, finding the time to ask about things you might be wondering is often difficult to find. And, sometimes getting the answer (when the question is asked of me) might take longer than I hope. BUT, getting an answer back to you shouldn't take forever. If it seems like it is taking forever, please re-ask -- especially if the questions was asked via e-mail (pc gremlins invade at times) or face-to-face while in a meeting on another topic (aging brain overload invades at times). I want you to have the answers you seek. First, because if you are wondering something, it is quite possible other team members are wondering as well. And, second because once you have the answer, you don't have to wonder anymore and can use that brain space for other stuff!
Because it is December 16, this may be my last blogged thought of the 2011, so I want to wish everyone a wonderful season of whatever holiday you celebrate (Festivus anyone?) and a safe and peaceful New Year. I feel very fortunate to work for BJC which allows me to work with all of you.
As a working leader of what is now a pretty large organization, 'open time' to have an open door policy is sometimes difficult to manage. I am not whining -- we all work really hard and have a lot of pushes and pulls on our time. All of us juggle a lot of projects with numerous demands from clients -- me included. Because of this juggling act, finding the time to ask about things you might be wondering is often difficult to find. And, sometimes getting the answer (when the question is asked of me) might take longer than I hope. BUT, getting an answer back to you shouldn't take forever. If it seems like it is taking forever, please re-ask -- especially if the questions was asked via e-mail (pc gremlins invade at times) or face-to-face while in a meeting on another topic (aging brain overload invades at times). I want you to have the answers you seek. First, because if you are wondering something, it is quite possible other team members are wondering as well. And, second because once you have the answer, you don't have to wonder anymore and can use that brain space for other stuff!
Because it is December 16, this may be my last blogged thought of the 2011, so I want to wish everyone a wonderful season of whatever holiday you celebrate (Festivus anyone?) and a safe and peaceful New Year. I feel very fortunate to work for BJC which allows me to work with all of you.
Monday, November 14, 2011
11-11-11 Thanks
It was great to have so many join the festivities on the afternoon of 11-11-11. Pin-Up Bowl proved to be a great reminder of why we all keep our day jobs. Congratulations to the following staff members who had some pretty incredible scores. Check the mail in the coming days for a small token of congratulations.
Individual High Score -- Jason Vander Weele with a whooping 136
Individual Low Score -- Patty Johnson with a whooping 55
Highest Team Average -- Patt Christie, Emily Barklage & Bill Bergholtz with a whooping 105.3
Coolest Individual Scores -- Valerie Hoven, Steve Klutho (and me!) with a whooping 111(so fitting for the day).
It seemed that a good time was had by all (whether bowling, eating, talking or observing) who attended and I am hopeful that those who were not able to attend enjoyed Jeans Day.
J
Individual High Score -- Jason Vander Weele with a whooping 136
Individual Low Score -- Patty Johnson with a whooping 55
Highest Team Average -- Patt Christie, Emily Barklage & Bill Bergholtz with a whooping 105.3
Coolest Individual Scores -- Valerie Hoven, Steve Klutho (and me!) with a whooping 111(so fitting for the day).
It seemed that a good time was had by all (whether bowling, eating, talking or observing) who attended and I am hopeful that those who were not able to attend enjoyed Jeans Day.
J
Tuesday, October 18, 2011
Getting Ready for Next Steps
Yesterday, our branding consultant participated in a roundtable with Corporate Communications and Marketing staff members who accepted the open invitiation to come and spend an hour and a half discussing the branding strategy we have been executing since late 2009 (time flies). We talked about the good, the challenging and the opportunities that are still there to tell our story more effectively, more consistently and more impactfully (I like threes).
This session was important because sometimes when you are very close to something, you can't always be objective when doing an evaluation. For most parents (unless you are the author and subject of Battle Hymn of the Tiger Mother -- actually am reading and loving that book), being truly objective about your offspring is difficult. In that same way, I confess to sometimes being a bit like an overprotective parent when it comes to our branding strategy. Also, when you are very close to something, you tend to think that everyone is paying as much attention to all the nuances as you, when really the focus is generally on the big things. Certainly, there are things I know we should change to make our branding staregy even more valuable, but as we all know, change is hard. So instead, I think of our strategy as evolving and being ever more improved. Monday's session was chock full of very good input that will help that evolution become reality. There are some 'big' things I know will remain the same -- things that have helped to distance us from others and helped the message to resonate. Of course, I can't say just WHAT those things are since this is social media and therefore a site that can be read by anybody. But, there are a number of changes we will make based on the input from team members and others.
One of the things I really enjoyed about yesterday's session was the willingness of everyone there to be open and constructively critical, bringing expertise from their specific areas as well as their roles as consumers of information. By sharing their thoughts, they will be helping to shape the next phase of our branding strategy. I hope it was fun for them and I also hope that they will see their recommendations reflected. I make this same offer to others on the team who perhaps had conflicts or other obligations that kept them from attending yesterday. Please shoot me an e-mail and share your thoughts about our branding strategy and how you believe it can be improved. As professionals and as consumers of information, I am sure you have great ideas to share.
And, it would be wrong of me not to mention a staff member who is getting ready for her next steps. Today officially marks Kathleen's last day with our team. I know we all wish her the best and are ever grateful to her for the role she has played in helping to strengthen the BJC brand. Don't know if she is a reader of this BLOG, but if she is -- "Another hearty round of applause for all you have done."
J
This session was important because sometimes when you are very close to something, you can't always be objective when doing an evaluation. For most parents (unless you are the author and subject of Battle Hymn of the Tiger Mother -- actually am reading and loving that book), being truly objective about your offspring is difficult. In that same way, I confess to sometimes being a bit like an overprotective parent when it comes to our branding strategy. Also, when you are very close to something, you tend to think that everyone is paying as much attention to all the nuances as you, when really the focus is generally on the big things. Certainly, there are things I know we should change to make our branding staregy even more valuable, but as we all know, change is hard. So instead, I think of our strategy as evolving and being ever more improved. Monday's session was chock full of very good input that will help that evolution become reality. There are some 'big' things I know will remain the same -- things that have helped to distance us from others and helped the message to resonate. Of course, I can't say just WHAT those things are since this is social media and therefore a site that can be read by anybody. But, there are a number of changes we will make based on the input from team members and others.
One of the things I really enjoyed about yesterday's session was the willingness of everyone there to be open and constructively critical, bringing expertise from their specific areas as well as their roles as consumers of information. By sharing their thoughts, they will be helping to shape the next phase of our branding strategy. I hope it was fun for them and I also hope that they will see their recommendations reflected. I make this same offer to others on the team who perhaps had conflicts or other obligations that kept them from attending yesterday. Please shoot me an e-mail and share your thoughts about our branding strategy and how you believe it can be improved. As professionals and as consumers of information, I am sure you have great ideas to share.
And, it would be wrong of me not to mention a staff member who is getting ready for her next steps. Today officially marks Kathleen's last day with our team. I know we all wish her the best and are ever grateful to her for the role she has played in helping to strengthen the BJC brand. Don't know if she is a reader of this BLOG, but if she is -- "Another hearty round of applause for all you have done."
J
Tuesday, September 20, 2011
Technology Keeps You on the Run
Yesterday and today, we shared news of the realignment of one of BJC's marketing and communications functions. I realized as I was running to ensure that as many people as possible heard the news face to face, just how difficult that is now with ease of information sharing. One of the long-held tenents of corporate and employee communications has been to try to ensure that employees heard important news directly from the company/organization before seeing or hearing it on the news. Given online reporting, that is almost an impossible tenent to achieve. Newsfeeds, tweets, blogs, facebook postings, newspaper websites, microsites and the like give instantaneous access to information. I have had to get used to the fact that when speaking at conferences, what is said is likely to be paraphrased, tweeted and posted in a matter of nano-seconds. Tongue in cheek comments that are obviously humorous when delivered in person can take on a twisted meaning when read out of context.
So, last night I fretted a bit that some of the messages I shared in person with the marketing & communications team members, might not translate as well in tweet-dom. I am very excited about the change and looking forward to working more closely with the team. But, as I have shared before, change is always a bit disconcerting, so I would be less than honest if I did not 'fess up to some nervousness. I would also be less than human.
But, back to technology. Last week, we were fortunate to have guest speakers at our monthly Management Council meeting. They were invited to help us think strategically about mobile apps and applying them in health care. While I was at first thinking a bit too narrowly with a marketing hat on, I quickly realized that the technology could have perhaps even more value-added benefits outside of marketing. Of course, this was after I confused a mobile website with a mobile application -- so much to learn. Like many, I am excited about the tools that can help us all be better communicators. And, like many, I want to make sure we are thinking through the "whys" as well as the "hows" as we take advantage of these tools. Just as I was literally running yesterday to make sure that I stayed ahead of potential tweets, I know that staying on top of technology that will help us do a better job will require more skill than just running in heels.
J
So, last night I fretted a bit that some of the messages I shared in person with the marketing & communications team members, might not translate as well in tweet-dom. I am very excited about the change and looking forward to working more closely with the team. But, as I have shared before, change is always a bit disconcerting, so I would be less than honest if I did not 'fess up to some nervousness. I would also be less than human.
But, back to technology. Last week, we were fortunate to have guest speakers at our monthly Management Council meeting. They were invited to help us think strategically about mobile apps and applying them in health care. While I was at first thinking a bit too narrowly with a marketing hat on, I quickly realized that the technology could have perhaps even more value-added benefits outside of marketing. Of course, this was after I confused a mobile website with a mobile application -- so much to learn. Like many, I am excited about the tools that can help us all be better communicators. And, like many, I want to make sure we are thinking through the "whys" as well as the "hows" as we take advantage of these tools. Just as I was literally running yesterday to make sure that I stayed ahead of potential tweets, I know that staying on top of technology that will help us do a better job will require more skill than just running in heels.
J
Tuesday, August 23, 2011
Catching Up
Am again shocked at how quickly time passes. How could it have been July 19th since my last post? Between all the real work that consumes a day, getting the adults (who used to be my little ones) settled back in their various locales after the summer and preparing for lots of meetings and presentations, posting just keeps getting pushed further and further back.
While this was a very busy summer, it was also a fulfilling one. The talent in our expanded department continues to be recognized with formal awards and lovely notes that come from clients. We all seem to be pushing ourselves to do even more in these times of restricted resources and what is being produced continues to be top notch.
Over the last couple of days I have been consumed by postings from our head of Web Services who is keeping us apprised of a situation involving some of our websites. What has intrigued me is not only what has happened, but the technical language that is way over my head and explained in such a way that I can actually follow what is happening. Again, I am so thankful for the talent we have inhouse. Several of our team members never cease to amaze me with their expansive knowledge of the world of social media and how we can appropriately apply it to meet our goals. I remember the first time I saw a QR code in a magazine and wondered why the editor had not 'caught' the ink smudge. I've come a long way baby!
So, just a short note to say thanks to everyone for all you do -- from helping kids understand the importance of nutrition to helping older adults stay active and fit -- and everything in between,, you are an important and valued member of our organization.
J
While this was a very busy summer, it was also a fulfilling one. The talent in our expanded department continues to be recognized with formal awards and lovely notes that come from clients. We all seem to be pushing ourselves to do even more in these times of restricted resources and what is being produced continues to be top notch.
Over the last couple of days I have been consumed by postings from our head of Web Services who is keeping us apprised of a situation involving some of our websites. What has intrigued me is not only what has happened, but the technical language that is way over my head and explained in such a way that I can actually follow what is happening. Again, I am so thankful for the talent we have inhouse. Several of our team members never cease to amaze me with their expansive knowledge of the world of social media and how we can appropriately apply it to meet our goals. I remember the first time I saw a QR code in a magazine and wondered why the editor had not 'caught' the ink smudge. I've come a long way baby!
So, just a short note to say thanks to everyone for all you do -- from helping kids understand the importance of nutrition to helping older adults stay active and fit -- and everything in between,, you are an important and valued member of our organization.
J
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