CEC Insider

I’m a strong believer that Corporate Communications should lead a company’s intranet strategy.  Unlike other possible leaders in IT, HR, or the business units, communicators highly value—and are measured on—employee engagement.  The intranet has quickly evolved into a key instrument to achieving this engagement through functionalities that promote connectivity, collaboration, and productivity among employees.

That said, in most organizations, the Communications function has yet to embrace the mindset and activities necessary to transform the intranet from “digital landfill” to “employee productivity tool.”  Communicators may say they want the intranet to boost employee productivity and engagement, but then focus on superficial fixes, primarily improving the intranet’s function as an internal news distribution service.   Sharing internal news is important, yes.  Optimizing the intranet to do only that, however, is short-sighted.

How do you know if your heart is in the right place, but your activities are not? Ask yourself, “Do we…

• Focus improvements on the “look and feel” of the intranet—such as logos, layouts, typefaces, buttons, boxes, menus, etc.?
• Rely on annual “intranet satisfaction surveys”?
• Track and depend on broad metrics such as clicks and views on news stories? Read More »

Public Affairs, You Confuse Me.

Calling all communicators in the business of Public Affairs—what makes you stand out from the rest of your peers in Communications?

• Do you have key legislators and lobbyists on your BBM contacts?
• Are you the sole owner of CSR and community relations initiatives?
• Are you the policy guru, spotting nefarious legislation and getting your company ahead the messaging curve?
• Do you spend countless hours grooming your CEO and other executives for government testimony?

Read no further if you have an answer and wouldn’t mind sharing it with me. Continue on if you think I’m a confused Millennial. Read More »

Still in need of vacation plans? Come to DC!

Summer can be a corporate communicator’s worst nightmare. Naturally, employees are less engaged in their 9-5 during the summer months. We’ve all got:

• family vacations to enjoy (endure);
• baseball games to watch (have you seen this kid Strasburg?!);
• barbecues to host;
• and, for we DC folk, jazz in the sculpture garden to sweat through.

This month is especially challenging for you, corporate communicators. Beyond the typical noise and distraction, you’re competing with the most watched event on the planet—the World Cup. Look to your right and left. Your colleagues who suddenly have earphones on in the morning are not listening to soothing, motivating Enya. They’re likely plugged into ESPN360.com or Univision to follow the action. Basically, no one is listening to you.

So take a break, right? Let people have fun for a few months, and reboot your engagement efforts when the sun starts to set earlier, the kids are back in school, and Q4 madness is in full swing?

Wrong. (I humbly suggest.) Read More »

Whenever I need inspiration, I visit Big Think, a global forum that “put[s] you in contact with the ideas of very smart people.” There, I’ve watched short videos and read articles that prompt me to question my life assumptions; some of my favorites include Learning from Failure, Why You Can’t Work at Work, and Why You Can’t Get a Date. Apparently, there is a mathematical theorem that proves that dating in large cities is difficult and frustrating. Amen. It’s not just me .

One of the more interesting videos I’ve watched on Big Think is about “Unleashing the Creative Economic Revolution”. It’s an interview with Richard Florida, an academic and author of the book The Rise of the Creative Class: And How It’s Transforming Work, Leisure, Community and Everyday Life. Florida theorizes that the “creative class”—basically knowledge workers with an added dash of pizazz, flexibility, and creativity—is vital to the growth of society. He sees a lot of this “creative class” participating in science, technology, arts and entertainment, and film making design.

Now, most of you reading this post aren’t scientists, techies, or rock stars. You’re communicators. But, guess what? YOU, communicator, are part not merely part of this exciting “creative class,” but the potential leaders of it.  Hear me out. We need not all be Lady Gaga to be considered “creative.”  Simply approach your daily work with a fresh, open perspective, and  you’ll capitalize on opportunities to discover new talents, devise better solutions to tired problems, and help your business in the process.

Sound like a bunch of idealistic Millennial hogwash? Leading the “creative class” is a lot easier than you think; in fact, you’re already active in the “creative class” business. Here’s what you do EVERY SINGLE DAY to stamp your creativity all over your organization:

• You invent.
  You don’t employ traditional tactics to build your reputation and differentiate your brand. You think about your audience, goals, and available tools to create customized communication plans. For a cool innovation that we like, check out TheFordStory.com to see how they’ve invited customers to tell the company’s story.
• You consult.
  You solve strategic problems with creative communications solutions. We’re seeing more executive communicators report directly to the CEO, highlighting the importance of communication in achieving company goals. Moreover, CEOs are looking to you to determine fresh ways for them to engage with stakeholders. Check out the CEC Employee Communications Forum for creative ideas for executive virtual engagement.
• You enable. You help others express their creativity. I’ve been impressed by your efforts to help employees start blogging, Tweeting, and creating content. Inside the organization, you’ve been working hard to implement the internal collaboration tools necessary for employees to connect and engage with one another. If you haven’t yet seen the inner workings of Sabre’s internal platform, SabreTown, check it out on video today.

See? You’re creative! And cool. And a communicator. Rise up and take your place among the artists and filmmakers, the professionals who leave their personal mark on everything they produce! Rise up and take your rightful place as leaders of the “creative class.”

Done something especially creative in your work recently? We’d love to hear stories!

It’s May, and you know what that means—graduation season! Congrats, new grad! Now, what are you going to do with your life? If you’re thinking of a career in communications, be forewarned: your social-media savvy and ability to condense complex thoughts into 140 characters won’t be enough to stand out.

Yep, even toddlers are tweeting now. You, college grad, need to bring something else to the table to shine through in this ultra-competitive environment. But what?

Two critical things you need to be able to excel at as a communicator are:

1. Project management skills &
2. Listening skills.

You may be a master of these skills now, but some of you may need to work on them. Here’s a quick litmus test based on your college years: Read More »

True to my CEC Insider bio, I enjoy Saturday Soul Searching Strolls. Last weekend, I went on a particularly long walk to clear my mind of all things related to Influencing Stakeholders in a Networked Environment (the major CEC study that’s frying my brain). Oh-ho-ho, what a naïve analyst I am!  Two experiences along the way ignited thoughts about my piece of the study puzzle: animating stakeholder networks to speak on the company’s behalf. In marketing terms, word of mouth.

First, I stopped at Good Stuff Eatery, a burger place owned by former Top Chef contestant Chef Spike Mendelsohn. Despite his fame, Chef Spike was sweating at the register coordinating never-ending orders of Spike’s 5 Napkin burgers and Sunny’s hand cut fries. As he personally handed me my order, I smiled, said “Thanks, Spike.” He grinned back from underneath his geeky fedora, “You’re welcome.” That momentary interaction, that personal connection, sparked a desire within me to spread the Good News of Good Stuff.

Later that night I attended a new neighborhood bar, Star and Shamrock. Inside I asked my bartender, “So, Irish bar, Jewish deli. How’d that happen?” He promptly pulled over the owner who shared, “I’m a Brooklyn Jew who married an Irish girl. Just had to bring the best of both worlds together!”  The bar packed, the owner took the time to engage in a dialogue with me. The next day I thanked Jason for his hospitality…with a shout out on Twitter. Again, I felt connected to him, to his restaurant. I will tell others about it, unprompted.

So, this is the type of word of mouth that you want for your company, right? Of course! Read More »

Chances are good that a lot of bad things are being said about your company right this second on the web. Don’t believe me? Search for your company on Twitter. Fair warning—it may be ugly. Angry rants are one thing, but what about when people spread reputation-crushing lies and misinformation about your company? How can you share your company’s side of the story in an authentic way? Here’s a hint: traditional tactics and campaigns will do little to counteract viral venom spewed at your company on the web.

One antidote that companies embroiled in controversy are turning to is issues-focused blogs. These blogs are designed to shed light on the company’s position and shape public conversation on key issues. To get the CEC Insider scoop on how to create and manage an issues-focused blog, I turned to one of the leaders in this space, Justin Higgs. Justin is the New Media Advisor at Chevron and primary editor of its blog The Amazon Post, a forum for communicating through an ongoing multi-billion-dollar lawsuit against the energy company in Ecuador. Read More »

Once upon a time, the intranet’s purpose was to store information for a small set of users, usually just IT geeks. Back in those days, decentralized intranet governance was fine, given the simplicity of the systems.

Today, however, intranets have evolved into must-have business tools for all employees. We all know that this shift in scale, interconnectivity, and user base has significant implications for intranet governance. In short, loose models simply don’t work.

If these decentralized governance models no longer work, then what does? The best models I’ve come across promote co-ownership between Communications and IT. In these partnerships, Communications almost always owns the strategy and IT designs and supports the tools to execute this strategy. Read More »

Frustrated by employees who refuse to use the intranet? Tired of writing news stories that employees never read? Ready to give up on the intranet altogether and revert back to email blasts? (Someone out there raises a hand.)

Believe me, after 50+ conversations with CEC intranet managers, I can tell you that you’re not alone. I’d also suggest that the right approach to improve usage rates takes a page from the Marketing handbook: think of employees as your intranet’s customers, and learn more about what they want from this product. A great technique is a user profile exercise—describing clusters of employees based on how they currently (or could) use the intranet to get their jobs done.

Last week, Rick and I hosted a webinar on this topic, alongside a truly leading-edge practitioner—Jamie Parry, Manager of Intranet and Electronic Media at Chevron. Jamie talked about Chevron’s process for clustering 62,000 employees into 10 primary groups—such as “New Talent,” “On the Road,” and “International: Unwired”—whose goals and behaviors on the intranet are similar. From that analysis, Jamie is focusing on the most important intranet improvements that will drive intranet usage among these groups. Pretty cool, huh? If you want to try something similar, here’s a quick guide to his process: Read More »