Archive for the ‘Uncategorized’ Category

Pat Summitt: The Ultimate Profile in Leadership, Today and Every Day

Wednesday, August 24th, 2011

By Mary Beth West, APR

The East Coast may have been earthquaking, Libya may have been liberating and the stock market may have been doing whatever it always seems to do these days . . . but the only story yesterday for Tennessee natives and UT alumni worldwide was the health announcement by University of Tennessee Women’s Basketball Coach Pat Summitt.

For those whose home is outside the Volunteer State, there is something that should be known about Coach Summitt: there arguably may be no individual in the state of Tennessee – man or woman; sports, political, business or entertainment figure – who has earned the same universal and unwavering public admiration and respect as this person.

 The most winning NCAA coach in basketball history – men’s or women’s – Coach Summitt is unique.  A complete original.  Pure Tennessee spirit at its most ideal.  And her brand of leadership was on full display yesterday in the face of the most difficult announcement of her career.  The last four sentences of her written statement said it all:

“I love being your coach and the privilege to go to work every day with our outstanding Lady Vol basketball student-athletes. I appreciate the complete support of UT Chancellor Dr. Jimmy Cheek and UT Athletics Director Joan Cronan to continue coaching at the University of Tennessee as long as the good Lord is willing.  I’ve been honest and shared my health concerns with you and now we’ll move forward to the business at hand…coaching a great group of Lady Vols. For the time being, I hope you will respect my privacy regarding this matter.”

The simplicity and clarity of the message was vintage Summitt, loosely translated as, “Yes, I have some issues, but I am moving forward and hope everyone else will choose to do so as well.  Next!”

While Coach Summitt must be acutely aware of the new layer of scrutiny that will now be applied going forward to her job performance, she has this little fact working in her favor: the work product she delivers on her worst day is multiple times better than that of many, many coaches on their best. 

Upon the announcement, Facebook lit up like a Christmas tree with the full gamut of emotional outpourings, some way too post-mortem-ish for my taste (or hers).  Coach Summitt would probably thank them for caring but also advise them to remember themselves: she’s still here.

In an economy and in a world where instability is the order of the day, it’s Coach Pat Summitt who is teaching by example the ultimate playbook in keeping on keeping on, and with not one iota of distraction from the task at hand of rising to every occasion, come what may.  Let us learn.  

Am I Just Too Busy (Being Fabulous)?

Tuesday, August 2nd, 2011

By Mary Beth West, APR

In recent weeks, our team has blogged on that one topic in which few people ever find 100-percent satisfaction: work/life balance. 

For the better part of the last decade, it’s been one of the great struggles of my life.  And let’s face it: it can be one of the touchier subjects around any company water cooler or Sunday dinner table.

About three years ago my husband and I had the chance to go to the Country Music Association (CMA) Awards in Nashville, where the highlight of my evening was seeing the legendary California-country band, the Eagles, hit the stage to perform their new release, “Busy Being Fabulous” – a song written from the standpoint of a fed-up husband whose wife seems too busy in her own separate world.

I had never heard the song before, and amid the euphoria of just seeing the Eagles live (shared by Keith Urban and Nicole, who were down on the front row, incidentally), I didn’t pay too much attention to the actual lyrics. 

Fast-forward a few years:  I’m driving down Alcoa Highway back to Maryville.  It’s 6:00 on a hot summer evening, and I’ve spent nearly the past 11 hours in non-stop meetings all over Greater Knoxville, kicked off by an Oak Ridge gathering at 7:30 a.m., which required a 6:45 departure from my house without even seeing my kids up out of bed.  It’s been a relentless day. 

And what’s playing on the radio?  Yep – the Eagles song I heard back at Bridgestone Arena in Nashville that night:

You tell a joke and everybody’s laughin’
That’s something you know how to do
You’ve always been the life of the party
But now my baby, the joke is on you

And you were just too busy being fabulous
Too busy to think about us
To drink the wine from your winner’s cup
To notice the children were growin’ up

And you were just too busy being fabulous
Too busy, too busy . . .

Gulp. 

It doesn’t take much to trigger the “guilty working mom” complex. 

My kids are ages 8 1/2, 6 and 20 months.  There are some late nights that I can’t go to sleep from the anxiety of knowing that tucked away in their beds, each of them is growing slightly taller.  There’s nothing I can do to stop it.  Each hour of the working day that I’m not with them is an hour I’ll never get back.

Still, my reasons for wanting and needing a career remain, and they are valid.  Those reasons have to do with a lot of hopes and dreams . . . everything from a desire to bring success to the marketplace and create some jobs, to following a spiritual calling to contribute to the world whatever abilities God gave me.

Sounds good.  And most days, it feels good. 

But in a day when I know I’m going to spend about 90 waking minutes with my children – and I hasten to add that such a day is somewhat rare – the question still nags: am I just too busy being fabulous? 

There are days in my life when “balance” isn’t even in the equation of “work-life.”  The business of business can be all-consuming many days of the week. 

However, I also have consciously accepted the limitations that I know will always be placed on my company’s success and rate of growth, as a direct result of the rules I’ve placed on myself to be a present and involved mother to my children. 

It takes one heck of a lot of steam to exist in this economy, and even more to be successful.  When it comes to raising children, though, no amount of effort ever feels like it’s quite enough, and it’s easy to feel forever-inadequate.

I really love that Eagles song, by the way.  And even though it takes some nerve to sing that kind of song about a wife when every member of that band has probably toured more than 200 days a year for the past 40 years away from their families, to me, they’re still fabulous, too.

 

Getting a Life, Getting a Career

Tuesday, July 19th, 2011

 

By Joe Bogardus

Work/life balance. It’s an interesting concept.

It is the idea where in this age of the 24/7 demand cycle an individual can consciously carve out some time to enjoy different pursuits or quiet time other than career-related activities or duties.

With today’s communication tools and instant access to work information, achieving work/life balance is a large challenge.

Everyone approaches this task differently.

For me, I have been lucky. Seldom have I looked at my career in communications as work. I have been blessed to work for interesting brands domestically and internationally. My co-workers, for the most part, all have been interesting people. The work has been intellectually challenging, rewarding and productive. So, often, when I worked long hours, weekends or failed to take all my vacation time, it was enjoyment, not drudgery. I really liked what I was doing. And, still do.

I always was able to plan to be around for the important birthdays, games, music events and other important activities, despite an intense international travel schedule. My wife and I enjoyed weekends away throughout our marriage. Participation in these activities sometimes took some extra planning, but it got done.

In the end, I believe I achieved a comfortable work/life balance, because I was fortunate in that I knew what I wanted to do career-wise, found assignments that were great fits and committed to finding time to be with my family and do the things I wanted.

I got a life and got a career, too.

To Thine Own Self Be True: The Inspiration of Betty Ford

Tuesday, July 12th, 2011

YouTube / Betty Ford PBS Special

By Mary Beth West, APR

As the nation remembers Betty Ford this week, my admiration for her can be chalked up to three words: true to herself. 

In the type of public life that a First Family lives – which only someone who has walked in those shoes can truly understand – meeting the overwhelming expectations to be all things to all people must be daunting, to say the least. 

Letting the barriers down where the full public can view your human struggles cannot be something that comes easily within the pressure-cooker, particularly if it’s the era of the 1970s and 80s. 

What’s more, revealing personal convictions that run counter to your presidential spouse’s party line isn’t exactly something you see often, even in this day and age.

These types of actions, though, were what Mrs. Ford came to be known for so well, and it earned for her a place in America’s heart, largely predicated on the honesty, candor and humanity that entailed her life’s journey in these remarkable ways, as well as others. 

Nothing was contrived about how she approached and dealt with her challenges or her beliefs.  She was just who she was, and she didn’t apologize for it.  Why should she?  It always appeared that it never occurred to her to be anything different, nor anything less.  That’s my kind of lady. 

Unfortunately, as refreshing as Mrs. Ford’s approach to life was, it’s kind of rare.   

Women in particular of all ages and backgrounds can take a great lesson from Betty Ford’s example, and I’m certain her name will come up in many future conversations I have with my young daughters about living a life that is true to oneself.

To Ryan O’Neal: Love Means Knowing How to Say You’re Sorry

Thursday, July 7th, 2011

By Mary Beth West, APR

Many people are big into today’s television talent contests and reality shows, from “American Idol” and “The Voice” (where the judges are often more entertaining than the performers) to following Snookie and The Situation on E! (may the Lord help them and the NJ Department of Tourism).

While Morgan Freeman’s “Through the Wormhole” and Carl Sagan “Cosmos” re-runs are more my family’s style, I have to admit:  the Ryan and Tatum O’Neal reality series of recent weeks on the OWN Network has gotten the better of my inner family-drama voyeur.

Hollywood has always had a corner on the market for dysfunctional families, but for decades, the O’Neals have ruled that notorious roost, with the dad at the helm of bad behavior, from alleged abandonment to drug use to gun violence – all involving his kids.

One of Ryan O’Neal’s most well-known films, 1970’s “Love Story,” delivered one of the most air-headed lines to ever hit movie-screen celluloid, “Love means never having to say you’re sorry.”

Part of the O’Neal family’s problems is that the whole clan, Mr. O’Neal especially, has wallowed in too much of that self-indulgent philosophy.  Love — or at least any form of genuine caring and concern — means saying sorry when needed, and saying it well.

The public relations lesson here (and yes, there actually is one) is that there is such a thing as an effective apology, although rarely do we see it in today’s culture.

Many years ago, I read a Psychology Today article that gave some good rules for making an apology meaningful. It went something like this:

• If you’re not sorry to begin with (you don’t think you did anything wrong to be sorry for), then don’t apologize. It will only make the situation worse by making you look disingenuous to the other party or parties who think they deserve an apology. (Unfortunately, while this rule does have merit under the right circumstances, the sociopaths of the world generally embrace it and proceed no further.)

• Assuming you recognize that you did something wrong or hurtful and indeed want to apologize for it, then first acknowledge to the offended party what you did wrong . . . and in specific terms that makes a real accounting of the hurt or trouble caused. Not “sorry I deleted your document off the hard drive,” but “I made a big mistake by getting in a hurry to clear space on the computer, and I deleted a document that you needed – one that you put a lot of time into creating. I apologize that I did something so careless.”

• As appropriate, acknowledge the hurt, trouble or disruption that the action caused, such as “I realize it will take you hours to recreate the document,” and own up to it enough to try to find a solution that will help the other person, such as “Can I stay a few hours late after work this week to help you recreate it?”

Applied to the O’Neals’ situation, this sample dialogue is almost laughable in its simplicity, but here’s another apology maxim: the longer it takes you to apologize, the longer the repair work will take beyond the “sorry” part. There’s no better way to express remorse and make the recovery process effective than to put action where the words are.

Remote and Off-Site Resources Critical in a Crisis

Thursday, April 28th, 2011

By Mary Beth West

This week’s flooding in the Midwest and tornados throughout the Southeast should remind organizations of all stripes to include in their crisis plans adequate off-site information and management resources. In some cases, that can mean WAY off-site.

When a company’s facilities are plowed over by a natural disaster that also impacts the larger geographic area, it can throw things into a tailspin that lasts for days or weeks.

Some recommendations:
• Provide employee contact information hard copies to the management team – and perhaps to all of the employee base – to keep at their personal home locations, in the event that employees cannot make it in to the office and need to contact their supervisors or team members. Hard copies help do the trick when power outages or electronic system interferences may render an electronic database inaccessible at one’s home.
• Consider setting up a Yammer account (www.yammer.com) or speak with your IT professional about proprietary capabilities that offer the same kind of social network communications that are closed to people outside the company.
• Scout out one or more off-site locations with office / meeting space and communications capabilities to set up temporary operations, as well as a command center and media center, as a situation might necessitate.
• Partner with your IT provider to make sure computer system back-ups take place daily, with data storage in more than one off-site / out-of-market location.

This list is only a partial set of considerations . . . there are many more. The best way to anticipate as many as may apply to your organization is to conduct a thorough review of potential circumstances and challenges that may be faced in a crisis, including a natural disaster, and get down to the nuts and bolts from there.

Team Reflections on Japanese Culture in the Face of Crisis

Tuesday, March 15th, 2011

By Mary Beth West, APR

Like the rest of the world, all eyes here at our company have fixated on Japan since last week.  Earthquake-driven natural disasters have taken an unbelievable toll worldwide throughout the past decade. 

Apart from pulling out checkbooks and supporting the relief effort, the best most of us can do is to observe and learn as many lessons as possible from what we’re witnessing.

A few interesting elements of the Japanese response are rooted in the culture.  Our co-worker, Joe Bogardus, worked as director of marketing communications for Eastman Kodak’s Japanese Region based in Tokyo during the late 1980s.  Among the observations he has shared with our team:

  • It’s encouraging to see the level of worldwide aid not only being offered but also being accepted by Japan.  “During the Kobe quake disaster in 1995, the Japanese government did not accept gifts from other countries, by and large,” Joe said.  “This is a hold-over from the isolationist days before the arrival of Admiral Perry and a sense of duty the government feels to protect the people.  Japanese culture also dictates when receiving a gift, you must give a gift in return of greater value. So there is hesitancy on the part of the Japanese to get into a gift reception cycle.”

“I think their current government is realizing that this potentially is a crisis that will reach beyond their borders, and they need help from as many people as possible,” Joe said.  “From what I have seen and heard, the Japanese are welcoming assistance not only from allies such as the U.S., but also from their regional and ancient rivals – the Koreans, Chinese and others as well.”

  • As the Fukushima Dai-ichi nuclear power plant situation has become an unfolding disaster all its own, the way that information is being managed by the Japanese government will probably prove to be another element that crisis managers will use as a future case study. 

“It’s not surprising to see the Japanese prime minister or cabinet-level ministers serving as the primary spokesperson during the crisis, unlike other disasters such as the BP oil spill, where here in the U.S. we routinely heard from multiple spokespersons within our government and the company itself,” Joe said.

Joe said it’s also worth closely observing how much information is coming from the front-line levels of the nuclear power plants.

“In Japanese culture, you don’t want to be the bearer of bad news,” he said.  “To do so traditionally translates into an ‘I’ve failed’ subtext, and the associated stigma means that you’ve brought dishonor not only upon yourself and your organization, but also on your entire family.  It’s a pretty tough cultural element, and it will be interesting to see how – or if – this social norm is playing itself out in terms of how much accurate information on the severity of the situation is making its way up the Japanese government chain of command.”

For the sake of public safety, it’s our hope that as complete and as accurate an information flow will take place throughout the days to come.

You Have Already Decided…

Wednesday, February 23rd, 2011

By Joe Bogardus

That’s right – you have already decided to read this month’s Mary Beth West Consulting blog. You made that decision in the blink of an eye.

What influenced that decision?

All of us make thousands of split-second decisions every day. The vast majority of them are based on a past relationship with a similar situation.

Do we turn right or left to go to work? Well, either way might get us to the office, but left really puts us on a shorter route. When we meet a new co-worker or sit down with a potential client, relationship building starts immediately, and much of it is the result of previous experience.

In his recent best seller Blink, Malcolm Gladwell calls this phenomenon rapid cognition. He offers numerous examples where instantaneous decisions have proved correct. In some cases he offers examples where extensive market research has been debunked by the rapid cognition process.  Gladwell stresses his book is not about intuition. He thinks in the first two seconds when we meet someone or are confronted with a unique circumstance, we make decisions based on rational thinking, not intuitive judgment.

So, why did you decide to read the MBWC blog this month? We hope in the first two seconds of your thought process, you recalled a positive relationship with our blog. Maybe one of us told you something of value, of interest. Maybe you know one of us, and because of that relationship, you decided to spend a minute or two reading the blog.

At any rate, we are delighted you made that decision and we will continue to try and appeal to your rapid cognition.

And, if you have not already, as marketers and communicators, you should read Blink. It has some interesting insights.

A Rhetoric Dial-Down How-To

Monday, January 10th, 2011

By Mary Beth West, APR

The shooting in Tucson of this past weekend involving Rep. Gabrielle Giffords and 19 other victims has shocked the nation and immediately thrown the national dialogue into self-analysis.  What caused this?

As more facts come to light over what may have motivated alleged shooter Jared Lee Loughner, the past 48 hours of media analysis have centered heavily on today’s mainstay political rhetoric as the culprit du jour, driving an unbalanced person to extreme behavior.  Or, some say, maybe the guy was just plain crazy. 

Whatever prompted this violence, it has turned the national conversation – for a little while anyway – to the topic of how different political views are communicated and related on the national stage. 

There have been widespread calls for more respectful discourse.  But what does that mean, exactly?  What kinds of better practices must political campaigns and their media platforms put into practice – and what better practices should the American people start expecting to see – if this call for respect and civility is to happen? 

I have observed in the past election year that passionate debate is the right of every American citizen and American institution, perhaps from a Southern school of thought akin to “get out of the kitchen if you can’t take the heat.”  To me, real debate is a big part of what makes this country great.      

The problem for so many Americans – and practically everyone with a visible media soapbox, it seems – is that there are no universally accepted tactical ground rules for debate anymore.  Anything goes.  And not only is that “anything” accepted, in so many instances, it’s celebrated.  The worse the behavior, the better the ratings.

Regarding how people of varying viewpoints express their opinions, there are several tell-tale communications tactics that almost always slide down the slope of unnecessary antagonism. 

So if we want more respectful discourse – if we want to get serious about it – we might start demanding better behavior on these points:

*Responsible use of symbols.  Since the dawn of intelligent humankind, there have been few elements more powerful in human communication than graphic symbols.  Flags, mascots, logos, icons . . . they all have the power to emote in milliseconds tremendous passions and emotions with the flash of a simple visual piece.  

Responsible use of symbols and metaphorical references should be foremost in the mindset of any campaign or entity that wishes to achieve credibility.  Part of being responsible means acknowledging, understanding and respecting how certain symbols can hold dual or multiple meanings, depending on the life experiences and contexts of the receiving audiences, as well as the power to motivate some people toward both intended and unintended action.

In my view, political campaigns and figures, and of course any individual, organization or entity, should have the full right to use whatever symbols or choice of words they want to express themselves.  There have been calls in the media for certain campaigns not to be “allowed” to use certain imagery, particularly those involving weaponry.  That kind of talk is, however, almost as disturbing to me as seeing the crosshairs on the political map and whatnot.  We don’t need to be policing the language.  People and entities should be able to say whatever they want, however misguided it might be.  After all, how else might the public better see and discern how misguided some people are?  

*Acknowledgement of good intent and intelligence by an opponent.  Such an unpleasant underlying subtext to many debates, particularly on cable television, is, “my intentions are good and pure, and this other person just wants to rob you blind.”  Rarely does there exist any point in the conversation where either side acknowledges, “We both want a good and fair outcome on this issue – but we have very different approaches toward what the outcome should be or how to achieve it.”

Sadly, most campaigns and political leaders fail to understand the power of extending an olive branch . . . that doing so can demonstrate a maturity that the American public absolutely thirsts for in leadership and that also can result in a disarming effect that allows a far more cogent conversation to happen.

Just as disappointing, media moderators are often egregiously inept at shepherding a debate toward any kind of thoughtful analysis, inclusive of both points of agreement and disagreement.  To wit, some of them take great delight in stoking contentions to no productive end whatsoever, and then look beseechingly into the camera over the course of this past weekend, asking “Can’t we all just get along?”  They, too, should be pointed out for the unhelpful roles they play.

*Calling out the premeditated Catch-22s.   In Washington, it’s the growth industry: one side of a debate setting up the other side for a no-win situation, particularly one that causes (and is intended to cause) deep and very public harm, and often in a manner that is either unwarranted, unfair or both.  These types of scenarios play themselves out in countless ways, with a wide range of ethical questions and breaches involved. 

My personal favorite is always the righteous indignation of one congressman against another for voting against XYZ bill, when Congressman 1 knows full well that Congressman 2 didn’t vote for it because of all the unacceptable, unacknowledged line items cram-packed into the legislation.  Just one in a sea of examples . . . but it’s that kind of stuff that poisons trust and trustworthiness.  And where there is no trust, there can be no meaningful civility.   

Changes in our media culture would be welcomed, and the Tucson tragedy is one event with power to enact it, at least at a small level.  It’s my hope that a groundswell of people who want change in public discourse, and who know what specific types of change need to happen, will speak up and influence those with the greatest capacity to achieve it.

WikiLeaks, the First Amendment and Getting Our Heads Screwed on Straight

Tuesday, November 30th, 2010

By Mary Beth West, APR

In the summer of 1992, as I diligently inched my way through then-Dean Dwight Teeter’s 400-level Communications Law course at UT’s College of Communication & Information, I well remember my final paper on the topic of the government’s authority to withhold information for purposes of national security. 

The 1970s Pentagon Papers case as well as governmental protection of information in the first Gulf War constituted much of my paper’s content, and I had to take a stance on the issue and support my position.  Some years have ticked by since then . . . yet my opinion on the matter still holds as firm as the day I wrote that paper (and, incidentally, earned an “A” in the class). 

I’m all about the First Amendment and will always advocate for the media’s and the public’s right to seek access to information. 

Seek.  That doesn’t necessarily mean get

When the spam really hits the fan in the context of the global war on terror, as well as any individual’s or entity’s sick nonchalance about blowing up my family or my neighbor’s family on an aircraft, at a Christmas tree lighting event, on the National Mall or wherever else, then in my world, government authority trumps the press’s or the public’s right to information if it means the intent of preventing that outcome. 

And of course, the same holds doubly true in protecting U.S. military and government service members who purposely risk their lives daily to protect Americans as well as other innocent civilian lives worldwide. 

 Yes – the press serves an absolutely critical watchdog function when it comes to our government.  Thankfully, our Constitution provides arguably the most rigorous safeguards for that function of any nation in the world. 

In addition to that great document, where the interests of national security overseen by the government have clashed with the public’s right to information that legitimately should be in the public domain, there has been built a framework of legal precedent that continues to serve our nation’s interests on both sides of that spectrum, even as it evolves with the world in which we now find ourselves.  The key element here in those clashes is that there exists – at least in this country – a legal system to balance the interests within the greatest means possible.   

Enter WikiLeaks, and you can chuck the whole idea of legality out the window.  A foreign-hosted website, neither it nor its Australian founder is under the U.S. government’s jurisdiction, so in the face of the site’s most recent unleashing of classified U.S. government / military / diplomatic data, there are a variety of roadblocks posed to the U.S.’s ability to do anything about it beyond prosecuting U.S.-citizen leak sources and trying to shore up internal security. 

I will be interested to hear the Society of Professional Journalists’ take on this latest incident, if they provide one.  A few years ago, SPJ filed an amicus brief in a district court defending WikiLeaks in a completely separate, unrelated whistleblower case involving a Cayman Islands-based bank. 

Here’s a question for SPJ and media outlets worldwide: where does the line exist between “whistleblower” and intentionally aiding and abetting some of the greatest forces of evil on the globe?  And what does it take, exactly, for them to acknowledge that such a line exists?

Thus far, in light of recent developments, it appears SPJ has remained silent.  From a PR standpoint, that may be smart. After all, assuming SPJ leans toward the stance it’s most accustomed to taking, who really wants to defend an entity that is as sanctimonious about upholding “government transparency” via criminally – treasonously – obtained data as it is blasé and arrogantly dismissive about the very notion of human lives being jeopardized? 

But in a way, the SPJ’s silence is deafening.  When it comes to matters of the highest gravity concerning freedom, there is a time for the nation and for the journalism profession to put on their thinking caps and separate the real wheat from the chaff – and this is it. 

From a doing-the-right-thing standpoint, it is my sincere hope that SPJ will find a way – any way – to denounce what has taken place and draw the logical, moral line in the sand that so obviously has been crossed in most egregious and premeditated fashion by WikiLeaks. 

Freedom of the press and of information is one of the greatest and most important freedoms we have – and no country has defined or upheld it as the people of the United States.  But information can also be a loaded gun (or a loaded briefcase bomb – and I’m not being alarmist, just sadly realistic).  In just whose hands are we not only willing to place it but also to advocate for it to be placed? 

We have seen the enemy, and it is not us.