“They Just Don’t Get It”

What do you do when the values, the culture, or the (new and improved!) strategy of your organization aren’t translating into the behaviors you’d like to see? What steps do you take when the shifts in thinking and action that you worked so hard to develop aren’t visible in how people show up every day?

Often, when a message isn’t resulting in visible change, it’s tempting to rewrite or to double underline the message. A diagnosis of a communications failure means that it’s time to communicate more and better – to shout more loudly clearly until the message lands.

But what if something else is going on?

There’s a theory that each and every organization is perfectly aligned to deliver exactly the results that it wants to deliver. Not the results (and accordant behaviors) it says it wants, but the results it actually wants.

Under this view, it’s not that people aren’t hearing the message. Rather, they are attuned to multiple messages on multiple levels, and the messages that are landing the most are the ones that are 100% aligned with the way they’re behaving today.

If this is what’s happening, then shouting louder accomplishes nothing. Indeed, it could feed a credibility gap if you insist you want a set of thing but your day-to-day actions, policies, or language express something else.

The bigger lift is to look in the mirror and ask if the new message is true:

Where do we talk about a set of values but fall short of demonstrating them?

Where do we espouse that we want to see a set of behaviors and then fail to support the people who try to demonstrate them?

Where do we come up short in living the message?

And what this means is

Whether you are presenting slides or sending out a dashboard to your Board of Directors, every single time you share numbers or graphs or a table, it’s your job to start with simply explaining “this is what this means.”

Of course, in the best cases your slides and numbers will speak for themselves. And, in case they don’t, or they don’t do that job well enough, it’s your job to make sense of them for your audience.

When giving presentations, adhere to the discipline of “clearing a slide” each and every time: name each axis, or each column, or what that trendline represents. Actually say out loud, “on the vertical axis we have fourth grade test scores, and on the horizontal axis you’ll see January 2014 and 2015 – so we can see the effect of the new teachers’ aides who started in March 2014.”

Some goes for piles of data you send to folks: verbally, or in writing, communicate as if they aren’t going to read the attachment. Because in the worst cases, they won’t, and even if they do, they don’t have the context you have for understanding the story the data tell.

Minimally, this sets people on the right path towards looking at the numbers with your guidance and insight. But what you’re actually doing is framing what the numbers mean, guiding and controlling the story that they tell.

On the continuum of data, information, and meaning, you’re in the meaning-making business each and every time.

15 ways you can reach me

Today a friend apologized to me for not seeing a Skype text I’d sent him last week (no problem). This got me thinking about the incoming communication tools that I have, all the ways people can reach me.

  1. Work email address (Outlook)
  2. Personal email address (Gmail)
  3. Blog email address (Gmail)
  4. Blog comments (WordPress)
  5. Spam/shopping email address (Yahoo)
  6. iPhone text
  7. WhatsApp (including a few groups)
  8. Twitter (DMs, RTs and mentions)
  9. Skype calls + texts [oh, and I’m testing Viber]
  10. Facebook (and I don’t use the messenger app)
  11. LinkedIn messages
  12. Work phone + voicemail
  13. Cellphone + voicemail
  14. Home phone + voicemail
  15. [Local cell phone while traveling abroad]

Fifteen different communications tools, and I’m not that active on any of the social media platforms. Nor does this make any reference to my going out and seeking news, updates and information (blog RSS feed, Twitter feed, Facebook feed, LinkedIn Feed, etc.).

This feels like an insane list. I guess Facebook and Google want to consolidate everything for me so I’m not jumping between platforms, but I don’t trust either enough to have that feel like a good solution.

Is this just the way it is, or am I missing something?

I’m curious: how many ways can you be reached?

(p.s. Eric Schmidt wrote a piece for Time about email, which includes the maxim “Clean out your inbox constantly.” I totally disagree. Where do we draw the line in terms of our incoming communications streams, and when are we supposed to do real thinking and work if we’re triaging 15 (20? 30?) feeds all day long?).

Three email rules and the bcc courtesy

Bcc: (“blind carbon copy”) has been with us since the beginning of email (as in this great ARPA email standard from 1977).  Even before email (yes, there was such a time), written office memos would be sent to recipients without letting others know they were on formal copy.  While it’s difficult to uncover the original intent of the bcc: email field, consensus seems to be that it was created for mass emailings to large email recipient lists.

So, how do we use these fields today?

While email tips and tricks can seem like small potatoes, we’re all overwhelmed by our Inboxes and like it or no, email is integral to how we communicate and, consequently, to how we build relationships.

Sadly, people routinely miss the opportunity to be “good emailers” (psst have you signed the Email Charter?  If not, you should and be sure to sign up for their mailing list.), so I thought I’d share three simple email tips that feel like table stakes to me – plus a bcc: bonus for kicks:

  1. Have as few people as possible receive an email.  This is not the same as copying people to make sure no one gets offended.  Just like a good meeting, the best emails have exactly the number of people needed to make a decision – no more.  (and last time I checked, you almost never want seven people to make a decision).
  2. Use the subject line to communicate something.  People are generally terrible about this (e.g. email chains that go on for weeks titled “RE: question.”)  Write specific email Subject lines and don’t be afraid in your reply to re-title emails you receive (e.g. take that RE: question email and turn it into “June 5th breakfast details [Re: question].”)  Occasionally I’ll even dip into the convention-breaking practice of letting someone know that I’m emailing just them to help a note stand out from the crowd (e.g. “Pankaj – June 5 breakfast”).
  3. Differentiate between the To: and Cc: fields.  To me, the To: field means “I expect a reply from you” and Cc: means “I don’t expect a reply from you but you do need to know about this.”

So what do we do about bcc:, that murky backwater of email etiquette?

Recently I’d been evolving to the conclusion that bcc: should be avoided altogether.  It feels sneaky (by definition the recipient doesn’t know you’ve done it).  And even if you don’t care about that email moral high ground, there’s the practical risk of the bcc: recipient replying all, which is never a good thing.  So “secret” bcc: is off my list of good email practice.  If you need someone to see a note you can just forward it from your Sent mail.

Lately though I’ve started to observe a use of bcc: that increases email peace and harmony. It works like this.  Say a (small!) group of people is copied on an email introduction:

e.g. Christine is being introduced to Joaquim by Alejandro.

Alejandro writes an email to Christine and Joaquim, maybe others are copied for some reason.

Now, Christine and Joaquim both want Alejandro to know how much they appreciate the introduction AND to communicate that they’ve not dropped the ball.  So naturally they ‘Reply All’ on this note, which is all well and good until 17 emails go back and forth and poor, well-intentioned Alejandro (and maybe a score of other folks) is copied on this whole mess for weeks on end.

The new-and-improved way to handle this is for Christine to respond to the note like this:

 (moving Alejandro to bcc:)

Joaquim, it’s great to meet you.  How about we find a time next week to meet – maybe next Thursday morning?

Voila!  Alejandro is in the loop for this one step and is satisfied at his successful email introductory prowess, and as a bonus he’s off the hook when Joaquim inevitably replies that he’s going to be deep-sea diving off the coast of Papua New Guinea next Thursday so maybe he can talk to Christine when he’s back stateside.

(you get the idea)

Happy emailing.

Stories, Facts and Synthesis

Break down any presentation and you’ve got three building blocks: stories, facts and synthesis.

Since we’re generally not comfortable as storytellers, and since it feels safe to report on the facts, lots of presentations divide up the pie like this (“we did this and then this and then this.”)

There are two shifts we can make across the board so that we can connect with our audience.

The first is to radically change the balance between the three layers of the pie – spending about equal time at each level.

The second, equally important, is to realize that your facts are only there to work for your stories or to support your synthesis.  That means you only share facts that serve either to substantiate a point that a story makes someone feel; or you share facts that serve as a jumping-off point for synthesis (aka “the big picture” or “the takeaway”).

Facts that aren’t working for you are facts we don’t need to hear.

Friction

Reflecting on the last two days’ posts – one on the long, hard, stupid way and one on mobile gift giving, I’m left with the notion that if we’re going to bring on serious partners to solve serious problems, then we actually need some friction.

That is: Kony2012 is essentially frictionless.  It spreads like wildfire.  But the disconnect between the apparent ease of “doing something” about Kony (“buy your Kony action kit”) and what it will take to address all the complexities in Northern Uganda and beyond is….stark, to say the least.

It seems like we have three options:

  1. Confine high-velocity, frictionless stories to ideas that are pretty simple
  2. Use high-velocity, frictionless stories as the hook to get people’s attention, and then start a longer, more engaged dialogue
  3. Decide that real solutions will require embracing complexity from the get-go – so a big push to engage with an audience that craves simplicity is actually not time and money well spent.

Which do you choose?

What you’re not

This sign is in the window of a great omakase sushi bar in New York.

Eight words and you know what you’re in for.

Saying what you’re against is a great shorthand way to describe yourself.  You tap into all the emotions that the thing you aren’t (whatever that is) created in the years before you arrived.

Of course, you’re limiting yourself to the people who don’t like the thing that you’re standing up against, but that’s probably enough for now.

I don’t love the negativity this approach implies, but at least you’re standing for something and people will grok you pretty quickly.  It’s a start.

Re: Question

Never let an email go out of your inbox with this subject line.  Instead, answer the question in the subject line.

Why?  Why bother being persnickety about such a trivial thing?

Maybe it’s not so trivial.  The subject line is of each email you send is your headline.  Can you imagine if the NY Post’s headline today had been “Re: IMF”  (instead of “French Whine” in reference to Dominique Strauss-Kahn not being given any special treatment by the NYPD.)  Re:IMF doesn’t sell newspapers, and it doesn’t help your email get to the top of the pile.

The subject of your email is a trigger for people to read your note (or not), to read it immediately (or not).  Tweaking this is one more way to avoid letting your message get lost in the shuffle.

A guy I know puts my name in the subject line of every email he sends to me.  It’s pretty weird, pretty far outside of regular email norms, but I absolutely know when an email is just to me and when it’s to a group, and it makes a difference in how I respond.

So, for kicks, a list of norm-breaking email suggestions:

  1. If you are the author of an email, make the subject Tweetable.  (NOT “Question” but instead “Should we move the launch date up a week?”).  Flex those 140-character-or-less authoring muscles for something more useful.
  2. Have as few people as possible receive every email
  3. Especially when you ignore #2, establish that you want replies from people in the To: line.  Cc: means “I’m just letting you know.”
  4. If someone has written a vague, general email subject line, change it.  Reply to “Question” with “Moving up launch date [Re: Question]”  This way the email is still searchable under the original subject plus it’s more clear to everyone what’s going on
  5. When an email thread veers off to a totally different topic, start a new thread or change the subject line.  Having a conversation about a potential promotion in a thread whose subject is “Re:Staff Retreat” is just plain inefficient.
  6. If threads are getting really long, pick up the phone instead (yes, that counts as an email tip)
  7. If a conversation has become irrelevant to some people, drop them off
  8. If #7 makes you/them uncomfortable, move the people who are being dropped off to Bcc: and say in the note: “I’m moving Pankaj and Sarah to Bcc: and the rest of us will continue the thread.”
  9. Make your emails shorter
  10. Write each email as if the time of each of the person reading it is valuable – because it is, even if being loose with these sorts of things feels like a hassle to you.

I wish all the popular email programs made it a default to have the cursor jump to the subject line when you hit “Reply.”  In the meantime, my answer to “Re: Question” is “No!”

The best birthday card ever?

A few years ago a good friend of mine started a greeting card business with all sorts of quirky cards for very specific events – buying a new Xbox; embarrassing faux-pas at the office holiday party; most sleepless nights in a row with a new baby….  When he took the cards to buyers, they all told him that the cards were great, but what they needed to see were more birthday cards, anniversary cards, and Valentine ’s Day cards.

The question he asked and we all need to ask today is: do I want to be in the business of trying to create the best birthday card ever?  Do I want to toil away and hope beyond hope that I’ll rise to the top – using the same tools and tactics as everyone else, but doing it just a little bit better?

You know:

Sure everyone does email campaigns, but ours is going to stand out a bit more because we’re going to tweak the headlines and up our open rates…

Sure everyone creates annual reports, but ours will be snappier, crisper, more memorable…

Sure everyone writes a quarterly email that no one reads, but this is what everyone expects, so we have to do it too…

Really?  You actually don’t need to do those things that everyone else does, and you certainly, certainly don’t need to do them in the WAY everyone does them (please!).

You don’t need to spend your organizational energy on things that “people expect.” Who are these “people” anyway?  What exactly do they expect?  Why?

Maybe these expectations are out there, and maybe they’re right, but I’d pressure test that a lot before spending organizational energy on creating another me-too thing that’s fighting for its life to be just-a-bit-above-average.

The chance that you write the world’s best, most memorable birthday card are pretty slim.  But creating the funniest “office party holiday gift card” ever – and getting that card in front of the people who buy and sell holiday gifts…well that sounds a lot more possible and a lot more fun.

Circles of humanity

Want to persuade, make a connection, motivate someone to DO something?

Dive as deep towards the center of your humanity as possible, and share that.

Like so many other things, this is the opposite of what we’re taught in professional schools (business, law, policy) and their professional counterparts (McKinsey), where they drum into us how to get good at staying in the outer two circles.

At a minimum, tell stories. But change happens when you share your dreams and your love.

They call it “HEARTS and minds” for a reason.

add to del.icio.us : Add to Blinkslist : add 

to furl : Digg 

it : add to ma.gnolia : Stumble It! : add 

to simpy :

seed the vine : : : TailRank : post to facebook