“There are basically only three things the boss cares about: how much money did we make? How much money did we save? Are our customers happy? Social media hits the last one really hard â€“ and this is the one you should seek to quantify, however you can.” – Erin Flis
You can’t sell at a profit and make it up in volume. This is just business-common-sense. And this matters because as employees of realistic corporations that are required by reality to sustain themselves, we get frustrated keeping up with the Kardashians. Even the Joneses aren’t keeping up with the Joneses. It’s a scam dude. 37 Signals says it well:
“Now this was all fun and games untilÂ somebody promised the Newark schools $100 million in stock based on the fantasy valuation of his under-profiting company. But now itâ€™s real. Theyâ€™re selling the skin before they shot the bear or peeing their pants to get to the hut or whatever you want to call it. Itâ€™s just not good, alright?”
On the flip side, as they say in the trailer “You don’t get to 500 million friends without making a few enemies.” Maybe they are worth 33B. Lord knows as small as our business is, there is no shortage of people hating. I used to take it personally. Not so much these days. It just goes with the territory. It just is.
Notes taken byÂ Rachel at a recentÂ social media presentation I gave. She stated that she wrote down the things the audience responded to and expressed an interest in. I read that as “what they care about.” So here is the list:
- Linkedinâ€”get on it if you are in business
- Have aÂ homebaseâ€”blog or SME on subject blog
- UseÂ wordpress for blogging
- Make aÂ FB pageâ€”the owner has to do it. Ownership is permanent
- Dual monitors are important
- ReadÂ The FB Marketing Bible $50 PDF
- Google Alerts
- Community + Competitors
- Search blogs, SMEâ€™s
- Feed Reader
- Lynda.com $30/month unlimited video training
- Where do you get the time?
- How to manage PR for oil spill?
- Advertizing vs. Social networking to build a brand?
To tackle those questions with candor:
- Where do you get the time?
- Cut out TV. Done.
- How to manage PR for oil spill?
- Advertising vs Social networking to build a brand?
If you haven’t read the story of the Microsoft Blue Monster, and Hugh’s thoughts on social objects, I highly recommend it. The full blue monster story is here on Hugh’s blog. I was just rereading it for an upcoming talk that discusses Social Objects.
- Define your object
- Define your verbs
- Make those objects shareable
- Turn invitations to gifts
- Charge the publishers not the spectators
Rephrased as a question checklist (from 22:21 in the video)
- What is your object?
- What are your verbs?
- How can people share the object?
- What is the gift in the invitation?
- Are you charging the publishers or the spectators?
Along a similar line of research I was reminded of Activity Theory as it relates to Social Objects. From slide 12:
- Actors have Agency
- Power over objects
- Attraction to objects
- Objects have a lifecycle
One of those posts that are mostly for me. But if you read this blog, you already know that. #peace
From the description on youtube:
zenfilm â€”Â June 09, 2010Â â€”Â The Ford Fiesta Movement Mission 4 film from Team Houston “Pause” presents an unusual twist on romance with sci-fi/fantasy overtones. Pause was filmed in one day by the Zenfilm creative team and features the sights and sounds of America’s 4th largest city set to the music of Houston artists Southern Backtones and Tyagaraja. To vote for this film in the competition simply text “Zenfilm” to 44144 . There will be no spam… we promise. Thanks for your support.
I found myself with 60 relevant business emails in my inbox last Wednesday, the morning before I flew out on a business trip, and I jumped over to twitter to find out if anything important was going on. Baroo? Why did my brain tell me to do that?
Four things about twitter communication of note:
- Human editors. You follow people who by nature editorialize. You know a human is posting something that they find interesting.
- Redundant. Lots of people retweet the same content. So if you miss the message from one person odds are you will see someone else post it if the message is important enough.
- Asynchronous. You have a minute to think about it before you hit send. This time delay is key to avoiding mistakes common in real-time communication.
- Faulty. There is no guarantee that someone saw your last tweet. And we LIKE this fact. The imperfect delivery is a good thing. We get annoyed when someone asks “did you see my tweet?” as if it were email!
I had an old boss in the early 1990s who used to not watch TV or read the newspaper. When asked how he would know if something big happened he always replied “if it’s that important, the news will come to me.” And I think he was right.
When looking at the four elements above, if you change “human editor” to “biological” you have a very accurate description of evolution. Biological, redundant, asynchronous and faulty are all attributes of all living things and result in an intelligent and evolved communication method.
Biological systems have a large degree of redundancy, a fact that is usually thought to have little effect beyond providing reliable function despite the death of individual neurons. We have discovered, however, that redundancy can qualitatively change the computations carried out by a network. We prove that for both feedforward and feedback networks the simple duplication of nodes and connections results in more accurate, faster, and more stable computation.
It turns out that “No, I did not see your tweet” creates a more accurate network. A neural network of humans processing whatever it is they are processing on a given day. And somehow that means the news comes to us.
And oh ya, you should follow me on twitter here.
What started in 2007 as the Tendenci User Conference, was canceled in 2008 due to a very unwelcome hurricane, has now morphed into SchipulCon 2009. Planned by @MagsMac, the conference has a great lineup of speakers including Deirdre Breakenridge, the author of PR 2.0.
And of course a HUGE thanks to our sponsors without which this would not be happening!
Please vote for my panel at SXSW DONâ€™T PANIC â€“ The Geekâ€™s Guide to the Next Big Crisis
A little more than four years ago I wrote my first blog post. It was about the need for a form of Emergency RSS. We can share celebrity gossip headlines through feed readers faster than we could use technology to respond to a crisis. And this was an important point as I started blogging in 2005 right after and in response to a need to share after Hurricane Katrina. Crisis response and crisis communication has always been a passion of mine, and seeing our government’s mostly failed response in New Orleans compelled me to start blogging and contributing where I could.
Running the company I chose to stay in town during the Hurricane Rita evacuation. While Rita did not hit Houston, instead crushing the gulf coast near Beaumont with little news coverage in the wake of Katrina, we did learn from the Rita evacuation. We used a wiki page on Tendenci (our software) to track down all employees. Employees on the road, which for some of them was 10 to 20 hours during the evacuation, would text their manager’s who then updated the wiki to account for everyone. We quickly knew everyone was OK.
Then last year we prepared for Hurricane Ike which went over our town. When the storm hit the ONLY thing that worked was SMS messaging. No power, no water, no data, no TV. Just radio and text messaging.Â Luckily we had set up a product called Yammer, which is like Twitter for your company (and they have a business model) and we were able to keep in touch. Data services, which is what your cell phone depends on to get to web pages, went down. Voice went down. The only thing that allowed us to keep in touch with all of our employees and their families was text messaging sent directly and through Yammer.
We learned a lot about the role of tech in a crisis combined with human behavior. Example – an employee’s cell phone would die. They would use someone else’s cell to text a message to their manager saying “we are OK and staying near College Station”. Except that is ALL they would say. We didn’t recognize the number and had no idea WHO sent it! The solution was to train all of our people to put their NAMES at the end of each text message. Seems like a small thing. It is. But it makes it possible to do a head count!
Since 2005 our firm now does the web site for the Houston Red Cross and Reliant Park, both of which are key for Houston Emergency Response planning. We have the privilege of working with Firestorm Crisis Communications and Preparedness and long time clients like crisis communicator Dan Keeney. I have attended Netsquared Houston meetings when David Geilhufe taught us about People Finder Information Format. And I work with people like Jonti and Katie who have helped all of us set up our ICE cards for our families.
Now I need your help. I’d like to continue the dialog on Social Media and Emergency Response. What IS the role of twitter beyond updates? What are the alternatives for Yammer? Is there a cost effective solution for businesses and families? We have come a long way, so let’s talk about it.
PLEASE VOTE AND COMMENT on this SXSW Panel I hope to moderate. Without your vote and your comments the panel might not make. And I believe in this topic too much to see that happen. Spare a minute? Please VOTE!
Are you and the people you care about prepared? Our panelists will share their crisis stories and tell you how to be ready, both online and offline. PFIF, Yammer, Facebook and iPhones â€“ the technology and strategy is there and getting better, so letâ€™s take it to the next level.
- How does emergency response and communication relate to the Web? Do developers and small business owners really need to care about Crisis Communication?
- How can our emergency teams (fire, ambulance, police, etc.) benefit from standardized data sharing? What can I do about it?
- What does the rise of Mobile Web mean for the next natural disaster or other catastrophe?
- What tools (Web, mobile and otherwise) are out there right now that my family, friends and company should be using now?
- As a geek, what are 5 things you should do TODAY to keep your family safe and your business running when disaster strikes?
- If practice makes perfect, what kind of drills and regular training should your business be doing right now that won’t break the bank or kill your billable hours?
- What are some of the technical lessons we learned from Hurricane Katrina?
- Tech and communication stories and lessons from Virginia Tech, Hurricane Ike and beyond…
- What is a crisis to you and how do you strategically and technologically deal with it internally and for the rest of the world to see?
- How can you best identify your strongest and most reliable communicators and rock stars during times of crisis? How do you deal with employees that book it and vendors that disappear?
Why am I doing this?
Well, it isn’t for business as I have no financial ties to yammer or twitter or any other messaging services. Tendenci is a content management system that powers associations and sites like the Houston Red Cross, but they are already customers. And ANY emergency response technology must be open source for maximum adoption long term. I just believe passionately in our need to share information and I think technology can help with crisis communication. Social media sites like Facebook and Twitter bring a lot to the table. If you, like me, are passionate about this, please vote for the panel “DONâ€™T PANIC â€“ The Geekâ€™s Guide to the Next Big Crisis” and I hope to see you in Austin next March!
I am a fan of Facebook. I enjoy using it and it has brought me closer to a lot of awesome people. We are even approaching 1000 people on our Facebook Fan Page!
But I can’t handle Facebook’s lack of respect for our privacy. The fact that it shows me “dating website” advertisements (I’m married and they KNOW this!?) even after I mark them “thumbs down” and “irrelevant” or sometimes even “offensive.” Yet they return.
In response to previous privacy concerns, Facebook launched a charm offensive for better Facebook Governance. As someone who studies PR, this was a smart thing to do. Start by listening and their blog in fact did request feedback. Great job! But wait! There’s more!
A few months go by and this poor chap finds a dating advertisement on his Facebook profile featuring a photo of HIS WIFE! Not cool. At all. Facebook’s response on the unauthorized use of the photos is:
In the past couple of days, a rumor has begun spreading that claims we have changed our policies for third-party advertisers and the use of your photos. These rumors are false, and we have made no such change in our advertising policies.
If you see a Wall post or receive a message with the following language or something similar, it is this false rumor:
FACEBOOK has agreed to let third party advertisers use your posted pictures WITHOUT your permission.
The advertisements that started these rumors were not from Facebook but placed within applications by third parties. Those ads violated our policies by misusing profile photos, and we already required the removal of those deceptive ads from third-party applications before this rumor began spreading.
I feel for them. But the answer seems weak – it wasn’t us. It was a third party. And we stopped the practice AFTER y’all complained about it. The weak link in the chain here is the facebook application provider. I’d like to see two things change to improve security and privacy on facebook.
- Facebook needs to be explicit about the “reputation” of a particular application provider or advertiser. Make this transparent. I LOVE the “report this” next to the advertisements, but as I mentioned above, for me they are ignoring my feedback. And why can’t I see EVERYONE’S feedback on an application or an advertisement? Would this type of transparency be a bad thing?
- We, the Facebook customers, need to uninstall as many applications as possible. We need to uninstall these unnecessary Facebook applications for our own safety until we can see more transparency. Just remove them. Only add back the necessary ones. So many people remove the box from their profile and THINK they have removed the application. They have not!
We propose September 1st 2009 as Uninstall Facebook Applications Internationally Day (UFAID).
Not all applications mind you, just the ones you don’t trust or recognize.
To uninstall your Facebook Applications follow these steps:
- Login to Facebook
- Click on your “Profile” link at the top of the page.
- Scroll down to the “Applications” link on the lower left. Click it.
- Click “Edit Apps” link which should take you to a page like this: http://www.facebook.com/editapps.php
- IMPORTANT Change “Show” from “Recently Used” to “Authorized”!
- Click the “X” next to the applications you want to remove.
- Repeat until all cruft and untrustworthy applications are removed.
Find any applications you did not realize were installed? Yup, thought you would. Put them in the comments below so we can see the sneaky ones?
When a crisis occurs, like a hurricane hits your city or the country freaks out about the swine flu, part of a leaders job is to protect the tribe. To do that, the people have to be prepared. The first priority must then be to make sure every member of the tribe is prepared to take care of their family. Katrina made this concept clear:
The New Orleans police chief says some of his officers may still be trapped in their homes and he’s not sure how many walked off the job.
Walk off the job? Police!? Obviously family comes first. Or people won’t show up to work no matter how critical their job is because no job is more important than your family. Step one is to have everyone develop an “in case of emergency preparedness family plan“.
Assuming someone is prepared as best they can be, then what makes them a “team player” as they say. Well, as usual, “they” is wrong in that the phrase “team player” is like comparing the word “violin” to “Stradivarius”. What you REALLY want from your tribe members, peers, friends, etc, whether you know it or not, is far more nuanced that the phrase “team player” suggests. You want someone who is “cool with the tribe” and supports you ALL!
A bit of research led me to the Distributive, Procedural and Interactive Justice scales by Niehoff & Moorman. If they weren’t academics they would call it a way to quantify employee satisfaction. But that isn’t really what I am after. More digging made me realize that the academics call what I am after, perhaps theirs is more narrow in scope, but they call it “Organizational Citizenship Behavior.” This criticism of Organizational Citizenship Behavior questions if good OCB is in fact in the best interest of the organization! But I’ll leave that to another day. For now OCB is comprised of four elements (from the above link):
OCB has four separate, but related behavior elements that differ in their target and direct objective.Â It is believed that the indirect objective of all OCB is the benefit of organizational goals (Organ, 1988).Â In a theoretical typology developed by Graham (1989; Moorman & Blakely, 1995; Moorman, Blakely, Niehoff, 1998) OCB categorizes into four types:
- personal industry,
- (the extent to which an individual performs tasks beyond the call of duty.Â Employees who spontaneously work overtime, put in extra hours on a project, or volunteer to take on new projects are engaging in personal industry.)
- loyal boosterism,
- (the promotion of firm image to outsiders.Â An employee that spontaneously compliments his employer to a member of another firm, a friend, or any stakeholder displays loyal boosterism behavior.)
- individual initiative,
- (communicating with others in the organization to improve individual and group performance) and
- inter-personal helping.
- (An employee, recognizing that a co-worker might benefit from possession of a piece of information, such as a sales contact, technical information, or market tip, and passing on such information without the other asking for it)
To summarize, OCB consist of non-obligatory, informally influenced behaviors.
I translate that last part to say what OCB is referring to, is stuff you do to help the organization that isn’t in your job description. It’s the stuff that makes life pleasant, like buying a Nerf Gun refill pack for your unarmed co-worker to make cubicles-war “fair” again. That stuff.
I think what I’m looking for is really a Tribal Citizenship Behavior index. With the definition of tribe being more loosely defined than just the employees of a company. A tribe that has even low clustering coefficients – meaning loosely bound.
Neotribalism is the ideology that human beings have evolved to live in a tribal, as opposed to a modern, society, and thus cannot achieve genuine happiness until some semblance of tribal lifestyles has been re-created or re-embraced.
Tribes are not organizations, at least in the context of OCB as I understand it. An easy example; in tribes people have distinct roles including that of the cynic who provides constant creative tension. Yet the cynic DOES add value in times of crisis because they foresee the need for batteries, chain saws, and medical masks before a crisis. While not wildly popular perhaps, they fix the weakest link in a tribe at specific times. Maybe a score of 5/10 on a day-to-day basis on the OCB scale, but a 10/10 for Tribal Citizenship Behavior when the *&@#! hits the fan! This need to remain loosely joined (a clustering coefficient closer to zero) quickly snaps back into place during a crisis (a clustering coefficient closer to 1 – we ALL know the guy with the generator after a Hurricane!).
I’ll keep thinking about this (of course) but I wanted to highlight two other concepts from OCB that we can borrow for TCB are dominant coalitions and technological change as a tribe restructuring catalyst:
A dominant coalition consists of the network of individuals within and around an organization that most influence the mission and goals of the organization (Cyert & March, 1963).Â In theory, the goals of an organization flow from the chief executive officer, board of directors, or top management team.Â However, the dominant coalition maintains an influence on goals through informal, rather than formal, channels.
When it comes to social media, public relations and tribal behavior, you have a unique problem. It is considered “uncool” to call yourself a “Social Media Expert“. And indeed like any other trend that goes mainstream, every new kid on the block joins in when their last trendy business dries up and becomes an “expert”. I overheard a conversation the other day that was “I didn’t follow her back (on twitter) because her description said ‘social media expert’ and she only had 22 followers!”. I wouldn’t have followed back either so I am part of the problem in a way.
The point is the “cool kids find it cool to deny being cool.” Or, the dominant coalitions in tribal citizenship behavior deny being influencers in the first place.
which ties into technology as follows
A technological change within an organization may provide the impetus for power changes within the organization.Â Burkhardt and Brass (1990) studied the introduction of a new computer technology into a governmental agency.Â They found that early adopters of the technology gained a significant amount of informal power in the organization, which could be used to join or enhance oneâ€™s membership in the dominant coalition.Â Thus, such changes in technology could result in altered membership in the dominant coalition.
Or “The Geeks Shall Inherit the Earth.” If this premise is true it not only changes the complexion of the dominant coalitions and the tribe itself, but it is a biased change. By that I mean tech people are more introverted than extroverted, more logical than mathematical, tend towards aspergers, etc… In other words a different personality type has joined the dominant coalition. Perhaps a good thing! But a change to be noted regardless.
In conclusion, Tribal Citizenship Behavior (TCB, heh) can borrow heavily from Organizational Citizenship Behavior. Like OCB we can borrow personal industry, loyalty, initiative, people helping people.Â We can try to measure dominant coalitions in a tribe. Measure intention which is always critical. But these aren’t enough because a tribe may not have a stated goal like an organization, beyond preservation of the tribe. Which, again, is why we start by personal emergency planning.
More posts on the topic of Tribal Citizenship Behavior as my thoughts evolve. I’d love to hear your thoughts on the topic?