Tag: social media

Home is where the HeaRt is

London

This blog post is part of a collection created by various Human Resources professionals. This “Carnival” of HR posts centres around the theme of HR and Home. To read the rest of the collection click here. You’ll be glad you did!

Home is where the HeaRt is

I live with my wife Carole (married for 20 years) and daughter Keira (aged nine at the time of writing) on the far flung outskirts of London, about 10 miles due South from St Paul’s Cathedral. I’m confident about that distance because in a previous life as an employee for a global telco I would regularly cycle into London to work. A great fun, exhilarating and slightly dangerous way to start the day. Fun, exhilarating and slightly dangerous. I think I would use those words to describe many great cities I’ve visited and worked in along the way.

I love London because it’s a fantastic mashup. Conflicts (as I write this a dozen or more seagulls fly past the window hounding a much larger heron bird off their patch) and contrasts fascinate me , and London is full of them. History sits alongside brand new, smart alongside scruffy, rich and poor, grey and colourful.

My work has many shades, many contrasts. From one week to the next I may be speaking in conference, facilitating, consulting, blogging, writing music, painting a picture. My work is experimental with a little professional troublemaking on the side. I’m close enough to the centre of London to feel the buzz, and far enough away to feel on the edge. As a consultant and facilitator, I think it’s vital to be close to the edge, where the real exchanges get done. My physical location, near to and yet not in the centre of London, serves as a useful reminder of the importance of edge to me.

Being so close to a big city I’m fortunate to interact with many smart people face to face. Alison Chisnell and Neil Morrison stand out for me as being two bright people always happy to offer constructive, critical friendship. And though I’ve come to know them both well in real life, it was in the online space that we first met. Like so many other great HR people I have come to know, there is a pioneering wave of bright energy and friendship to contribute to and learn from. Recently it was my privilege to Skype with Jason Lauritsen and Joe Gerstandt. I met Jason and Joe in Ohio earlier this year and I’m excited to be catching up with them again. Online, in real life, twittering, facebooking, talking. I’m a tiny part of a fantastic conversational community.

I love that I live just two minutes from a semi-rural track that takes me quickly out to the country side and trails on my mountain bike. Big city to the left, big country to the right. And I love that we are a short walk from Keira’s school and a short train ride to more history and excitement than you can shake a stick at. I love London, and I think it quite likes me.

To close this post here is a lyrical quote from the song Camera Eye, by Canadian rock legends, Rush.

Wide angle watcher

On life’s ancient tales
Steeped in the history of London

Green and grey washes
In a wispy white veil
Mist in the streets of Westminster
Wistful and weathered
The pride still prevails
Alive in the streets of the city

The song (which also references New York City) has played its way through my heart and head for almost thirty years. These words paint a vivid picture for me and I was delighted when Rush played this song on their last tour. I think it’s an epic piece and I encourage you to grab a cuppa, and enjoy this awesome, engaging performance.

Effective Communication and Social Media – Policy Not Required

Effective Communication

Effective communication matters right? Last time I looked there were roughly a bazillion articles and charts and other stuff available about effective communication. It’s important – we want to know our message is getting out there and being correctly understood, in order that it can be usefully responded to, and/or acted upon. And when communication passes through the filters of different people and teams, these filters apply distortion to the message. Kisu Kisu, or Chinese Whispers if you prefer, is an example of this many are familiar with.

Email versus Telephone

The channel you choose to use also has a bearing on effectiveness. I’ve used some data I found lurking down the back of the sofa in this little home made movie to illustrate how tough it is to correctly interpret a message. I made this little film partly in response to some tweeting coming from the Training Journal Winter Conference yesterday (search #TJ12 on Twitter for the backchannel). I got involved with some tweeting between David Goddin and Perry Timms about whether or not a social media policy is necessary, here are a couple of exerpts from the conversation:

Tweets from #TJ12

Tweets from #TJ12

I don’t think a social media policy is necessary, neither do I think it is helpful or productive. Via the #TJ12 I suggested that examples of where social media policy has enabled stuff would be helpful. Have you got any you can share please?

I believe a social media policy supports increasingly out dated hierarchical models, and I hope this film shows in part why I think this. I also made this film partly because I promised Erin I would make a talking blog post. Sorry for the delay Erin.

Effective Communication – Some Challenges

The tools we use impact our effectiveness.

The filters and hierarchies our words and sounds pass through create distortions, and this is partly why I think it is critically important to Tell Your Own Story.

A social media policy in part seeks to support the very hierarchy that social media is dissolving.

Social Media as an Enabler

If the culture is right for social, it’s a fabulous way to support better work, better business, better learning. If the culture is not right – I suggest you think about leaving social to one side until such time as you can fix the much more important stuff like why you don’t trust people where you work. Fix that, and a social media policy is not required.

How To Damage Your Brand. Just Say ‘It’s Not My Job’

‘Nope – I can’t help you with that, it’s not my job.’ How often have you heard that? I don’t even care that it might be true – ‘it’s not my job’ is a crappy and unhelfpul way to deflect an enquiry. It sucks when it happens between one employee and another and it goes off the scale when you are the customer. Too many brands think it’s an imperative to be social when it comes to broadcasting their message, and are apparently less keen when it comes to delivering service. Let me give you a current example:

At the beginning of this week I heard from Lisa-Mari about some problems she is experiencing with Sony, and specifically, a laptop that won’t stop misbehaving. Lisa Mari has tried to deal directly with Sony but after a series of blunders and failed promises, she contacted them via Facebook and Twitter. Here’s how the story starts on Facebook:

A very understanding opening from Lisa-Mari. She apologises for contacting Sony publicly and even says please when she asks for help. Then we move to:

As I type – there’s been no further follow up from Sony, despite a small bunch of people chivying them along on Twitter too. If your brand is online, then your job is customer services, end of story. And if you don’t get that I suggest you turn out the social lights, go home and let a more responsive company deal with your ex customers.