Business Communication in the 21st Century

Spoke with Business Communication class (20 students?) last night. I was channeling Jack Black (School of Rock) with a splash of Robin Williams (the English/Vietnamese class in Good Morning Vietnam). Which is to say I knew I’d never be invited back. I almost always learn more from these little talks than the people I’m speaking to. And I’m usually surprised.

  • only a couple of smartphones in the class, although everyone had a mobile
  • very little engagement with social media. Maybe half the class had Facebook account; a few had heard of Twitter but weren’t sure what it was; only experience with YouTube was watching a video forwarded by email; no bloggers
  • Only one hand went up when I asked who had read a book in the past year. This set me off on a short rant about reading and vocabulary and the obvious –to me– relationship to communication (business or otherwise)

I’m pretty sure this was their first encounter with the idea that social media might be an important part of business communication. When the subject of the iPad came up, the first question was “Can I run Word on the iPad?” followed by “How do we print?”

I was reminded how ingrained MS Word has become in our business culture. Most folks don’t know there are other word processors.

I responded to the print question with, “What do you want to print?”
“Uh, a report for this class?”
“Why not save it as a PDF and email it to the instructor?”

It was clear from the look on the instructor’s face this might not be an option.I suspect college business communication courses still involve a lot of paper. Maybe even mail merge (shudder).

My final transgression was telling them to watch Office Space, any season of The Office, and to read Scott Adam’s The Dilbert Principal. And forget everything else.

The Future of Advertising

Once upon a time I thought I might like to work at an advertising agency. I had no idea what an advertising agency did but ti seemed like a glamorous job and I was writing and producing commercial for the radio station I was working at, so… why not.

In the years since, advertising has been what put the pay in my paycheck.

Enter the Web (the dragon has come and gone). Like just about every other institution, advertising is being disrupted. In this article at Fast Company, Danielle Sacks talks to some of the players. If you care who said what, you can read the full article. For that matter, if you’re involved in ad-supported media in any way, you should read the article.

“Something digital immigrants would do is make a phone call to make sure someone received an email.”

Our company is like Ellis Island. I receive email from some co-workers and know that I can turn around in my chair and they will be standing there, “just making sure” I received their electronic message.

“Like a beetle preserved in amber, the practice of advertising has sat virtually unchanged for the last half-century.”

“The ad business became an assembly line as predictable as Henry Ford’s. The client (whose goal was to get the word out about a product) paid an agency’s account executive (whose job was to lure the client and then keep him happy), who briefed the brand planner (whose research uncovered the big consumer insight), who briefed the media planner (who decided which channel — radio, print, outdoor, direct mail, or TV — to advertise in). Then the copywriter/art director team would pass on its work (a big idea typically represented by storyboards for a 30-second TV commercial) to the producer (who worked with a director and editors to film and edit the commercial). Thanks to the media buyer (whose job was to wine-and-dine media companies to lower the price of TV spots, print pages, or radio slots), the ad would get funneled, like relatively fresh sausage, into some combination of those five mass media, which were anything but equal. TV ruled the world. After all, it not only reached a mass audience but was also the most expensive medium — and the more the client spent, the more money the ad agency made.”

“The death of mass marketing means the end of lazy marketing.”

“The Internet has turned what used to be a controlled, one-way message into a real-time dialogue with millions.”

“…the most surprising aspect of JetBlue’s agency search was how many firms still believed that the key to solving any business problem was the 30-second spot.”

“We have to figure out how to get paid for the big idea, and what that idea is worth.” — “People who think that way are supremely well equipped to work in a world that no longer exists.”

“I thought digital was just another medium”

“Collapse is simply the last remaining method of simplification. When the ecosystem stops rewarding complexity,” he writes, “it is the people who figure out how to work simply in the present, rather than the people who mastered the complexities of the past, who get to say what happens in the future.” – Clay Shirky

I have no idea how –or when– this will shake out. Or how much fan poop will come my way. But it’s an exciting time of great change. I describe these as Lawn Chair Moments. There’s going to be a big train wreck and you want to get a good view. But you don’t want to put your lawn chair too close.

More after this brief commercial message.

The “human cloud” and the future of work

I’ve been working almost 40 years (more if you count high school and college jobs) and a lot has changed in how I work; where I work; and –obviously– the work itself. Smarter folk than I are thinking about this, too:

“In the same way that high-speed Internet access disrupted the corporate IT market, creating a “cloud” of web-enabled infrastructure, the human cloud is shorthand for how the web has disrupted the way we work. Companies rely on dispersed teams to get the best talent available regardless of location (or price) and many are using crowdsourcing and other innovative means to achieve their goals.

Meanwhile, many people who work in this new cloud have lives that look nothing like they would have even10 years ago: they may have contracts with a variety of clients, outsource themselves and their skills through a third-party service like Elance or ODesk or collaborate with coworkers in opposing time zones. The companies they work for, and with, may not even know what they look like, or where they live. This is the reality of the human cloud and it is changing us (and the companies we work for) in ways we may not fully realize yet.”

Given the “webby” nature of my work, I have a good bit of contact with the “human cloud” and find myself wondering how I would function there.

Social networking slowly taking over email

“According to a new report issued by Gartner, 20% of business users will use social networks as their primary means of business communications by 2014. Gartner says it expects e-mail clients from Microsoft and IBM will soon start integrating with social networking sites, giving users access to their e-mails, contacts and calendars from their favorite social networking platform. What’s more, Gartner says that contact lists, calendars and messaging clients on smartphones will all be capable of connecting with social networking platforms by 2012.” [via networkworld.com]

This is just really hard for Grown-Ups to wrap their heads around. Even more difficult for those that pooh-pooh Twitter as a silly waste of time.

The importance of design at Apple

“…a friend of mine was at meetings at Apple and Microsoft on the same day and this was in the last year, so this was recently. He went into the Apple meeting (he’s a vendor for Apple) and when he went into the meeting at Apple as soon as the designers walked in the room, everyone stopped talking because the designers are the most respected people in the organization. Everyone knows the designers speak for Steve because they have direct reporting to him. It is only at Apple where design reports directly to the CEO.

Later in the day he was at Microsoft. When he went into the Microsoft meeting, everybody was talking and then the meeting starts and no designers ever walk into the room. All the technical people are sitting there trying to add their ideas of what ought to be in the design. That’s a recipe for disaster.”

–From an interview with John Sculley

Will advertising become obsolete?

What does Seth Godin think of advertising? Is it unnecessary? Here is his answer from a blog post at Real Time Advertising Week

“Not unnecessary. Gradually becoming obsolete, though. The cost of the ads goes up, the impact goes down. How can it not? Once people get a TiVo and a Facebook account, the way they allocate their attention changes. And that means the people you most want to reach don’t necessarily want to be reached.”

His answer has been on my mind since I read it. Advertising is “gradually becoming obsolete?” How does someone who works at a company that runs on advertising revenue react to such a statement? A few possibles:

  • Seth Godin is a smart guy and he’s been right more than he’s been wrong so we’re fucked
  • He’s right but it’s going to take a lot longer than he thinks it will
  • He’s partially right. Some advertising is becoming obsolete, but not the advertising that drives our company
  • Advertising is changing and we might call it something else but companies will always be willng to pay to to reach their customers with selling messages
  • He’s wrong. Advertising is here to stay. Period.

Did I miss any?

Frankly, to even wonder about this feels… heretical. Like questioning the flatness of the earth. I’ve written ads; I’ve voiced and produced ads; I’ve helped sell ads. Always taking it as a matter of faith that they worked. If they didn’t, why are businesses buying all these commercials we air on our (pick your medium)? And that they’d always be around.

Your thoughts?

The End of Management

My favorite nuggets from a piece by WSJ Deputy Managing Editor Alan Murray:

“Corporations are bureaucracies and managers are bureaucrats. Their fundamental tendency is toward self-perpetuation. They are, almost by definition, resistant to change. They were designed and tasked, not with reinforcing market forces, but with supplanting and even resisting the market.”

“The big companies failed, not necessarily because they didn’t see the coming innovations, but because they failed to adequately invest in those innovations. To avoid this problem, the people who control large pools of capital need to act more like venture capitalists, and less like corporate finance departments. They need to make lots of bets, not just a few big ones, and they need to be willing to cut their losses.”

“The new model will have to instill in workers the kind of drive and creativity and innovative spirit more commonly found among entrepreneurs. It will have to push power and decision-making down the organization as much as possible, rather than leave it concentrated at the top. Traditional bureaucratic structures will have to be replaced with something more like ad-hoc teams of peers, who come together to tackle individual projects, and then disband.”

Mr. Murry’s new book is “The Wall Street Journal Essential Guide to Management.”

What are they tweeting about your company?

Co-worker Jeff shares the following story from the road:

On Monday I was flying from St Louis to Milwaukee. My flight was delayed by an hour, which obviously I was frustrated. When I landed in Milwaukee, I went to the Enterprise counter to get my rental car. There was only one person working and 4-5 people waiting in line. When it was my turn, I gave her my info and then was told to sit and that somebody would come and get me in about 20 minutes. I told her that I was running late and that I was actually supposed to pick my car up earlier. She said she was hoping that the 20 minutes was an overestimate. I was steamed. But really I was steamed about the whole travel experience. So I tweeted that I had to wait 20 minutes for my car at Enterprise and why would only one person be working on a Monday, which I assume would be a busy business travel day.

Their person did come and get me within 20 minutes like the counter person had told me. I checked Twitter before I left the rental car garage and I had a mention from Enterprise Cares telling me sorry and asking me to follow her so she could direct message me. She also gave me her name (Elizabeth). I was very impressed by that customer service. So I followed her and immediately I had a direct message from her asking for my contract number and pick up location. I tweeted that I was very impressed with that service and that someone from the company actually acknowledged me and my comments. I sent her my info and explained that my frustration had been compounded by the fact that my flight was delayed. Not sure what will happen but just getting a sorry was good enough for me. By contrast, I tweeted about my AirTran flight being delayed on the way to Milwaukee and on the return flight to St Louis and have heard nothing.

Elizabeth transformed a frustrated customer into a happy customer. She put a human face on a corporation. And Jeff now knows someone at Enterprise he can call (tweet) on if he needs something. Companies large and small are figuring this out. How about yours?