Saturday, October 31, 2009

Safeguarding Integrity

Dealing with criticism is not an easy thing. But if it sincere, fair and done with an attempt to help rather than simply put down, then it's not so bad. Otherwise, being maliciously criticisized or attacked is never easy to swallow. But as tough as dealing with this sort of thing might be, contending with charges that are false is another. Recently, I received a call for advice from a representative of a national service agency I will not identify that was attacked via emails to persons throughout the organization. From persons unknown, the emails charged the organization with improper use of funds and accused a number of its leaders with treating their employees unfairly. As this situation is still unfolding, I cannot say how it will ultimately play out. But what I do know thus far is the charges in the email are mean-spirited and, more importantly, not true.

The question the organization had for me is: what should they do?. How should they react to these emails? Would it be best to simply ignore them? My advice to the group and to any organization that is maligned - falsely or not - is that things of this nature should rarely be ignored or taken lightly. Take charge. Be proactive. Contact the press and let them know what is going on. Let them ask questions and, if they so choose, write their stories. If you have nothing to hide, then do not act like you do. Compile all the documentation you can to refute the charges and then openly invite the anonymous bomb throwers to step forward, reveal themselves and play an active, constructive role in helping right the wrongs they claim exists. Transparency is the key.

As I write this, the organization is still mulling over what to do. To my knowledge, they have never been subjected to this kind of broadside before, so I understand their need to take a deep breath before making any kind of decisions on what to do. As they make their decisions, the leaders of this organization should remember they are not deciding just for themselves, but also for the people who work for them and for the thousands of needy people they strive to serve each year. One of the few things each of us carry with us as we move into each new day is our integrity. Without it, we are mere leaves in a windstorm. None of us, including this organization, should allow ourselves to be in that position. By communicating openly, honestly and with conviction, we can not only safeguard our integrity, but also make it stronger.

Thursday, October 29, 2009

Regaining Credibility

There is a mystery going on in our house right now. We call it "The Case of the Missing Keys." I doubt this will ever be turned into a major or even a minor motion picture; or, for that matter, a dime-store novel. Nevertheless, it is an engrossing and intriguing enough pot boiler to keep all of us on the edge of our seats. Having said that, I am confident the eventual ending will be a happy one. The keys will be found and all will once again be right in our domestic world. Unfortunately, there are issues in other arenas that are not nearly as straight forward and capable of being addressed so easily as finding a missing set of keys.

In the field of communication a perfect example is credibility. When that goes missing, then even an unbroken string of string truth does not guarantee its return. Lies and purposeful deception have a very long shelf life. If a public figure or even any one us are perceived to play fast and loose with the truth, then that perception is nearly impossible to shed. Assuming for a moment one is caught in a lie, then what can they do to right that wrong? The first step is as direct as a simple fact: take responsibility. Admit it. Set the record straight. Doing this, of course, will not immediately restore one's good standing, but it will certainly put you on the fast track called "the right direction."

The second step revolves around facing the fall out of a lie or deception. Depending upon the size of the lie, its consequences can range from hurting one's feelings and costing people money to leading people to say and do things that puts them in a vulnerable position and even costing people their lives. When one or all of these things happen, the victims are understandably upset and angry. You, the teller of the untruth, need to give them a chance to vent, tell you of the problems you caused them, and voice their unhappiness with you. None of these things is easy to sit through. But this is what makes regaining one's credibility with another person or a public so difficult. It also is a great argument for not telling lies in the first place.

One final word: even devoting yourself to telling the truth and acknowledging your past missteps will not guarantee you will ever regain the original esteem in which others may have held you. But taking these difficult steps is the only path to take to being viewed as credible.

Saturday, October 24, 2009

Citizen Journalists

Yesterday, as of this writing, I participated in a panel discussion on journalism in the 21st century. It is a fascinating topic and one, as a former reporter and a guy who loves starting each day with a newspaper or two that I personally find of great interest. The panel, which was part of a conference sponsored by the Virginia Association of Arts and Science Communicators, featured several communication scholars who, like me, used to work for a newspaper. Several times throughout our hour-long discussion the phrase "citizen journalist" was used. New to me, this is a label used to describe those people who pass along photos and/or report on or share story tips to others on the Internet.

One of the panelists viewed this recent phenomenon as a positive development in the evolution of journalism. He also went on to say it gave him great reason to feel optimistic about journalism's future because this trend represents a way of sharing information in a quick and broad way and demonstrates a greater engagement on the part of the public in the reporting of news. I wish I shared his optimism but I don't. While I applaud the sharing of information, what concerns me is the bulk of what these so-called citizen journalists are spreading seems to be rumors and celebrity-oriented tidbits rather than hard news. Additionally, these civilians often lack the time, inclination or base of knowledge to put what they are passing along into any kind of meaningful or even helpful context. In other words, they lack the training to do what professional reporters are supposed to be doing.

Thus, while a greater volume of information is being passed around thanks primarily to the Internet, I am concerned that so much of it is diluted and trivial as to compromise any meaningful benefit it might otherwise bring to an issue or a reader's knowledge base. Sadly, I do not see this trend subsiding. As more of us utilize the web as our primary source of information, I see us as a people being fed a greater volume of thin doses of so-called news. That, I fear, is not good for any of us. But as I write this I am at a loss as to what to do about it. I certainly do not want to prevent the efforts of these citizen journalists. Their actions are part of the social media revolution that is at the beginning of its historic arc.

Thursday, October 22, 2009

News and Television

Relationships are always interesting. At times they can float along in an easy going manner. Other times, they can be as erratic and edgy as an out-of-control lightening bolt. Sometimes the changes can be sudden while other times they can be gradual. Presently, we are witnessing everyone of these kind of changes in the relationship between the news and and television journalists. More than ever, these journalists seem to becoming more free with expressing their own own perspectives. They also seem to be far more aggressive in challenging those they are covering or interviewing on why those people do not share their views. Fox News, of course, is an obvious example where this is happening with greater frequency. But so, too, is MSNBC. And then there are even the interview shows such as "Meet the Press"on the major networks.

Is this more confrontational style of interviewing simply a new trend in the news business or is it a reflection of the major networks seeking to become more edgy as a way of generating greater audiences and, therefore, increasing their profits? The answer, I suspect, is probably "both." I remain unconvinced that this change is resulting in any greater enlightenment of an issue or even bringing forth new information. Watching more and more interviewers and their subjects talking over rather than with each other leads me to conclude television executives view this kind of display as being highly entertaining and engaging for those who are watching. Maybe so, but it sure makes me long for the days when simply covering and reporting the news was good enough to attract viewers.

I enjoy a tough interview as much as the next person. It is important that our elected officials and those who represent them, for example, be put on the spot as much as possible to explain decisions they are making that affect all of us. But the line between that kind of hard-hitting reporting and simply jabbing a stick in the face of someone just to get a reaction is becoming increasingly blurry. Reporters are not the news; nor should they be. This even applies to the numerous commentators who dominate the evening news shows. But given the thrust of each network's promotional efforts, one would not know that. Sadly, it seems as if news is becoming the junior partner in its relationship with television journalists.

Saturday, October 17, 2009

An Imperfect Union

Isn't it amazing that all of us share this same planet, possess so many similar traits and characteristics, have many of the same needs and desires, yet spend so much of our time not getting along? We seem to devote untold amounts of energy and time trying to get others to understand us or else trying to figure out what others are hiding from us. And if all that isn't enough, we then seem to round out many of our days by figuring out ways to re-explain ourselves just to erase any doubt we might have that people are confused about where we are coming from. What's that all about? What does that say about us? Are we human beings really that much of an insecure mess? It sure does seem so.

Given all that we do, in fact, have in common, one would think every person on this planet of ours would absolutely overflow with understanding and empathy for everyone else. Yet, day in and day out, it seems all we see or hear and read about is conflict, conflict, and more conflict. Family members are butting heads. Congressmen are calling each other names. Media commentators seem to consistently lambaste the actions of public officials of all persuasions. Countries even take up arms against each other. One thing seems to be for sure: the human race may be dealing with shortages of water or food or shelter, but it sure has a wealth of misunderstanding. And that so-called resource seems to be growing by the day.

Looking at all this, however, my theory is that all of us actually do overflow with understanding of our fellow men and women. All the fretting and arguing we do and see around us is not due to a lack of understanding of others. What keeps us from living in a more collegial, cooperative and even peaceful manner are two things: we do not do a good job of letting others know that we do understand them; and we seem to view other perspectives as conflicting with ours as opposed to being mere extensions or off-shoots of thoughts hopes and wishes we have. Fundamentally, I see all of us wanting many of the same things out of life than not. Yet instead of devoting ourselves to communicating that message each day and then seeking ways to build on it, we focus on "talking points" that do little else but create pointless friction. It is not that we are inadequate communicators. Rather, we seem to be communicating the wrong things. That, as much as anything, is the real tragedy of the human race.

Thursday, October 15, 2009

Knowing the Question

As I write this, a little later today I will be giving the students in the public relations class I teach their mid-term exam. It will be an essay exam. The test will be comprised of four questions and the students will be asked to answer any three. At our most recent class meeting, we reviewed for this mid-term and I gave the students a good sense of the topics each of the questions will cover. Many of the students walked out of the class with a sense that the test was going to be easy. From my own perspective, I view this as a false assumption, particularly as it relates to my own situation. I am currently a doctoral student. This semester I will complete the course-work phase of the program. Before moving onto my dissertation, however, I am required to take a comprehensive examination to test my field of knowledge of communication. Like the mid-term I am giving later today, it will be comprised of a a number of essay questions. And, as it is with my mid-term, the faculty members who are administering my comprehensive exam are giving me a sense of the specific topics that I will be expected to address. But unlike many of my students, I definitely do not believe my comprehensive exam is going to be easy.

Having a good sense of the question or questions in advance is a double-edge sword. The good news is that it provides you with extremely helpful direction in your preparation efforts. But on the other hand, it puts pressure on you that whatever answers you ultimately do come up with better be awfully good. It also raises the level of expectations on the part of the teachers when they eventually sit down to assess your answers. What I am trying to do with my students and what my teachers are attempting to do with me is give provide an opportunity to give serious thought to various questions and, even in a small way, advance the level of discourse about topics relating to communication. I see this is an important responsibility and I hope my students do, too.

A key to being able to communicate effectively is often found in the preparation. These steps include identifying key points, collecting pertinent information, organizing one's thoughts, and establishing a proper tone for the ultimate presentation of the message. Unfortunately, opportunities to prepare do not come along every day. Sometimes situations occur when we are called upon to communicate messages or information with little or no warning. These kind of a moments present their own special brand of challenge as it forces to draw upon whatever information they can on the spot. But while knowing the questions in advance is a different scenario, it does not make it any less of a challenge to be taken seriously and handled responsibly.

Saturday, October 10, 2009

The Challenge of More Than One Perspective

It has been said many times before how there are many different ways to look at an issue. Whether the issue is big, small, important, unimportant, pressing or upcoming, each comes with its own array of looking glasses through which to gaze at it. None of these perspectives are necessarily good or bad, nor is one particularly more weighty or pressing than another. They merely exist and therefore are real. How pervasive one, several or even all the perspectives become is inevitably decided by those of us who are doing the looking and judging. A great example of this is the recent awarding of the Nobel Peace Prize to President Obama. Obviously, it was and is international news and is the topic of much discussion and debate as I write this.

A number of people have expressed delight at this honor being bestowed upon our still-new president. Others have found this decision by the Nobel Committee to be outrageous and insulting. And still other perspectives have fallen somewhere in the middle of the others by being congratulatory while at the same time questioning the wisdom and timing of this particular honor on this particular individual. In attempting to interpret these mixed reactions, what is a communicator to do? Given the many responses, would one determine this to be a good thing, a bad thing, important, something to be scoffed at, or better left ignored?

Seeing as we are now just over a month away from Thanksgiving, which around our house always includes a big meal, let me make a food analogy. Final perspectives are like a freshly baked pie. They are produced as a result of combining a number of ingredients. If mixed properly and in a timely manner, the result is one's own creation that, if not edible, is at least understood and given consideration. Often times, communicators are called upon to offer their interpretation or assessment of a given issue or incident. Ideally, one's "take" on something should not be pulled from thin air but rather be the result of combining your own assessment with facts and thoughts from other sources. Once mixed together and analyzed, then the odds of you producing a viable and intelligent perspective are high. Communication is a social science and therefore should be carried out as any other scholarly field deserves: with facts and analysis. It makes the challenge of dealing with various perspectives much more interesting and orderly. It also points to the importance of communicators placing their own stamp on various issues of the day but doing so as a result of looking beyond their own perspectives.

Wednesday, October 7, 2009

Short Cuts

Recently, I was out running errands. Traffic, as usual, was slow and heavy. There were no real problems, but I was just not getting to my various destinations as quickly as I would have preferred. Then, I happened to think of a short cut I could take to one of the places I was headed. While sometimes so-called "short cuts" do not always work out, this one did and I managed to save myself a little time. It was a reminder of how sometimes it is the little things that can and do make life worth living. But it also got me to thinking about short cuts as they might apply to communication. Are there short cuts to effective communication?

I think not, particularly if one views the purpose of communication as being to build and maintain collaboration and partnerships that last. Ties that really bind are not built of straw or on half-promises; nor are they woven out of some kind of quick action. Rather, by their very nature, relationships are built over stretches of time that provide the participating parties with a chance to establish mutual trust, lasting respect, open lines of communication, and overall harmony. The passage of time allows parties in a relationship to develop a resilience so when things do go wrong or when disagreements occur, the connecting thread is strong enough to bend but not break.

I think of my own relationship with my daughter. Over the years we have had our share of ups and downs, but to this day are very close. Despite periodic misunderstandings or miscues, we are credible enough with each other to continue moving forward in a healthy and mutually-supportive way. Ideally, the same can and should hold true for various entities that seek to establish ties with different publics. Professional communicators are in the relationship business. Further, the public relations profession has evolved into a co-creational dynamic defined by bringing publics coming together to address matters of common interest. Unlike running errands on a Saturday afternoon, there are no short cuts to making connections last.

Saturday, October 3, 2009

Stream of Communication Thoughts

Communication is an act. An action. Any kind of behavior or verbal pronouncement not only transmits a message, but it also triggers some kind of reaction. People on the receiving end of another's statement or action either initiate some kind of physical reaction or response of their own or, at the very least, draw an opinion. As a result, with the act of communicating comes power. Take an office supervisor, for instance. If this person has a a casual relationship with the truth, then you can bet that kind of communicating will directly influence how they are perceived by their staff. On the other hand, if the supervisor demonstrates a deep commitment to being honesty, then the reaction it ignites will be a whole lot better not only for them but for the entire organization. The bottom line: those in-charge need to use their power carefully and communicate responsibility.

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Recently, I had the pleasure of listening to one of the giants of public relations, Thomas Hoog, talk to a group of budding communication students. One observation he shared was the great revolution our society has seen over the past several decades in terms of technological advancements. This revolution, he said, would not have happened without communication. He's absolutely correct. It would not be possible for me and thousands of others to blog, for instance. Additionally, being diagnosed with cancer is no longer akin to being given an automatic death sentence thanks to many hard working scientists as well as to those communicators who worked equally hard at helping those medical researchers advance their findings. Hoog's point was that the communication industry continues to play a vital role in the world. This role, he said, will continue to expand.

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Words matter. A man who lived that credo in a very public and honorable way recently passed away. I speak of William Safire, speech writer, New York Times columnist, and author. Safire was a warrior when it came to defending the English language. More often than not I did not agree with his politics, but I always greatly respected his great reverence for the beauty of our language. In many ways, he was one the English language's finest cheerleaders. Given the rise of public officials and personalities who do not seem to be all that articulate, I can only hope Safire's work will be carried on by others.

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I have been writing this blog now for approximately 14 months; nearly 130 entries. The comments I have received have been underwhelming. But I love doing this and will continue. If nothing else, it provides me with a great outlet to write about about a subject and field I love. At the same time, I welcome any one who might be reading this from time to time or might happen to stumble upon it, to share your thoughts with me and others. There is nothing I would like better than to include ongoing exchanges with readers in my blog.