Preparing for Battle

As the last year of the first decade of the 21st century draws to a close, there is much talk about messaging. Moving into 2011, the elected leaders of our nation seem to be preparing for some kind of communication battle much the way opposing armies ready themselves the night before their anticipated clash. This time around, however, instead of sharpening bayonets and cleaning rifles, the opposing "armies" are fine-tuning talking points and various outreach strategies. The opponents are the two major political parties and they are preparing to do what they can to "sell" their philosophies in order to ultimately govern the country. What "catch-phrase" or slogan can one party coin that will them relegate the other to minority status, thus diminishing that party's clout or influence over the nation's priorities and directions?

Already the two sides are doing much posturing in the form of isolated quotes and interviews that pop up on various cable shows and appear in newspapers and news magazines. Sometimes the speakers chose to be identified and sometimes not. Either way, I can almost see leaders of the two parties pacing back and forth, staring intently at each other from across the field of battle, waiting to sling their verbal arrows, let loose with their charges and counter charges, and present themselves in ways that assure prospective supporters that they know what is best. Communication is serious business to these men and women, especially when the grand prize is power. Which messages will win the day? Will they be ones that best stirs emotions in the populace or ones that appeal more to their reason and logic?

My guess is it will be ones that hit both of those buttons, but in doing so appeals most to the interests of the voters. As Albert Hirschman touched on over 30 years ago, a person's passion is largely driven by matters that are of most interest to them; those matters perceived to improve a person's own circumstance. When viewing the world, people often start by looking at themselves. In doing so, they raise a number of self-directed questions: Will this policy put more money in my pocket? Will this policy affect my tax rate? Will this policy make me safer? To get people to look at these kind of questions is not all that difficult. After all, we all want what is best for us sometimes even at the expense of what is best for the overall majority. The real challenge comes in devising messages that cause the public to weigh it's own interest along with those of the greater good. The political party that comes closest to this goal will win the impending battle.

PR Unmasked

One of the fun things about how law enforcement officers, particularly detectives, often depicted in movies is that their lives are non-stop action: one harrowing car chase scene after another, intense interrogations with suspects, angry moments with caring and supportive bosses, and life-threatening confrontations with the bad guy or gal that result either in the villain's arrest or death. The detective walks away the hero; the wrongs have been righted or, at the very least, answered; and people are comforted that justice has once again prevailed. Who wouldn't want to lead that kind of life? Sign me up.

Assuming that kind of lifestyle is even close to being true, there are some key aspects of it that movies tend to omit. For instance, what about all the endless and definitely unglamorous paperwork that comes with being a detective? Written records of cases must be kept and maintained. That all falls on the shoulders of the detective. Then, there is the caliber of villain. Almost never is it some mastermind criminal seeking to pull off the crime of the century or rule the world. More often than not it is some petty thug. I could go on about this more realistic depiction of a detective's life, but my point is if one is considering a career in law enforcement, then they must have a good understanding of what they might be getting into. The same is true of a career in public relations.

Some movies would have you believe life as a PR megastar is nothing but one black tie dinner after another, tons of weekends in Malibu or the Hamptons with A-list celebrities, and living in homes that one only sees in magazines. In many movies or television programs, all one as a PR pro has to do is make one or perhaps two phone calls and suddenly you are the host of a major fundraiser at the Lincoln Center where you spend the evening drinking champagne, having people give you their business cards and asking you to call them, and your event is the buzz of the town and dominates the media. No question about it. That sounds great. But how can I put this gently? It is not real. The fact is in the real world of PR, being in the fast lane usually means you are driving in the far left lane of your city's beltway.

My intent in this holiday season is not to burst anyone's dream, particularly if they are considering pursuing a career in law enforcement or public relations. They are honorable professions and can and do provide a valuable service to society. But as in the case in any aspect of life, it is important that one remove their rose-colored glasses when considering life as a professional communicator. In future entries I will be talking more about the communication profession as it is rather than how we might like it to be. The two are not always the same and it is important to remember that.

Our Foremost Challenge

The United States census was completed recently. We now have over 308.7 billion people in our country. Wow. That is an awful lot of people. To paraphrase the opening line of the old television series, "Naked City," each of these individuals have stories to tell. It is my believe that given the right circumstances and with the right prodding, each person would be happy tell their stories, too; their likes and dislikes, hopes and dreams, fears, concerns and frustrations, sources of joy, and musings about life. And each of the 308.7 billion males and females need opportunities or outlets to share their thoughts in all these areas. Without chances to be heard, all of us become less than what we are. We function at less than our capacity, which means there is no chance of our achieving our full potential or maintaining it in any kind of sustained way.

This fundamental need to communicate is but one reality in our lives. The other is that we need others in order to fill that void. Communication, by definition, involves more than one. While it is the act of an individual, it can only be completed or consummated when more than one is involved in that singular act. We speak. Another hears. We write. Another reads. We move. Another sees. Action. Reaction. That is communication and that is what all 308.7 billion of us need to do for us to come any where close to living lives of fulfillment. This, of course, also holds true when it comes to us as a people collaborating. doing good things and working to make our society better.

Moving into the second decade of the 21st century, an overriding challenge for all of us is to seek out ways to help foster the communication needs we all share, not just for ourselves but others. I understand how difficult this is because so often our day-to-day, primary focus is to figure out ways we can be heard and come up with strategies to make known our feelings, opinions and wishes. There is nothing wrong with this, of course, but that effort needs to be coupled with putting the same kind of energy and thought into helping create an environment in which others can meet their need to communicate as well. This requires engagement and active listening. As our nation's population continues to grow, it will be the foremost challenge of the next decade and beyond.

Annoying Communication

An interesting poll was conducted recently in which people were asked to name several of the most annoying words or phrases of 2010. "Whatever" topped the list with "to tell the truth" being another that seemed to rub people the wrong way this year. More often than not I end up not agreeing with poll results, but I must say this time around I am very comfortable with the results. "Whatever" annoys me on a number of levels. One one hand, it suggests disrespect. A person makes a comment or expresses an opinion and the person to whom they are speaking shrugs and simply responds, "whatever." Secondly, it is hard to figure out what a person even means when they use that expression. Is it another way of saying, "I hear you" or "what you just said is stupid?" Finally, it suggests an inability or, more likely, unwillingness on the speakers part to articulate what thoughts they are having; as if responding to what has just been said requires too much effort.

The other phrase that caught my attention, "to tell the truth," has long been a pet peeve of mine. When a person uses it, are they saying that everything they have been saying previous to that point has been a lie? Why is it necessary to preface what one is about to say with the claim they are now about to speak the truth or be honest? If all one is really trying to do is place emphasis on their next statement, then why not say something like, "let me stress this next point," or if that's not good enough, then simply repeat the same statement several times.

And speaking of annoying phrases, let me throw two more into the fire: one is "have a good one" and the other is "you know." The first phrase is far too vague for my liking. Whenever it is said to me, I want to respond "Have a good what?" Be specific. If you want me to have a good day, then say so. As far as the second phrase goes, if it were to be edited out of every sentence ever used up to now or used in the future, I would be hard-pressed to believe it would ever be missed. Birds would continue to sing, the sun would continue to rise in the morning, and drivers would continue to tailgate and not use their turn signals if "you know" never was used.

Full disclosure: I have been guilty of using every one of the annoying words or phrases I have mentioned. This just goes to show that none of us are perfect communicators, especially me.

Slow Down

There is a line from one of the catchier tunes of the '60s by Simon and Garfunkel that says, "Slow down, you move too fast. Got to make the morning last." I have always liked that sentiment. Unfortunately, we Americans always seem to be in a hurry. We need our computers to take us from one sight to another instantly. When we see the traffic light getting ready to turn red, we speed up and pass through it to avoid waiting at that intersection. A day does not pass when most of us do not use a microwave oven to make our drink or food instantly hot. In fact, not too long ago I came to a microwave that had three seconds left on its timer. I was struck by how the person ahead of me - whoever that was - apparently could not wait another three seconds for the timer to be done.

Some tangible benefits of "slow"were outlined nicely in a recent edition of "The Nation" magazine by Walter Mosley, a member of that publication's editorial board. One of the benefits that jumped out at me had to do with listening, a vital aspect of communicating, yet, sadly, one that is often overlooked. Here is what Mosley wrote: "Slow down for conversation. Don't cut people off in your haste to get your two cents in. Listen - really listen - to what others are saying, instead of using the time to compose your rebuttal. Stop to think before saying (or posting or texting) something you may regret later." Thank you, Walter Mosley, and hats off to his researcher, Rae Gomes.

I confess I do not always follow the sentiment of Mosley's comments. Is there any one who does? Yet if we are going to be the best communicators we can possibly be - as individuals and as representatives of entities ranging from organizations, our families or places of employment - then slowing down to make any attempt at meaningful interaction or information-sharing possible seems to be a good way to go. Other than yelling out for someone to watch out for an approaching vehicle, for example, I believe most of what any of us has to say or communicate can wait at least a few moments longer while we digest what has just been said to us. Ironically, good listening begets good listening. And good listening is necessary for good communication to occur. Slow down everyone.

Slumps

Many years ago I had dreams of becoming a professional baseball player. Truth be told, I was actually pretty good when I was younger. Unfortunately, to get into the big leagues one has to be better than that. I wasn't. Nevertheless, I always found the "national past time" a joy to play and even now get a kick of watching professionals work their magic. Looking back, however, there were times while playing when I felt as if I could not do anything right. I could not get a hit. I had trouble getting batters out when I pitched. Nor did it seem to matter that I was still hitting the ball and still throwing as hard as I normally did. Thing just did not seem go well.

All players seem to experience these kind of slumps. And it does not matter if the player is a super star or just a so-called regular player. Slumps, much like the common cold, hit everyone from time to time. Nowadays, I work in an office as a press secretary and even though I am not swinging a bat or trying to keep others off balance with sweeping curves and high hard ones, I still occasionally go through stretches when I do not feel as if I am to connect with reporters or my co-workers as well as I would like, or that I am as able to put words together in writing or verbally as I need to.

Whenever I enter into one of these downturns, I find it important not to let discouragement or frustration get the best of me; nor do I automatically assume the problem lies anywhere but with me. In trying to understand what is not working, I start by assessing decisions I made, actions I took and the messages I am trying to communicate. Which of those should be changed or tweaked? Was my timing off? Should that be changed? Did I misread my audience? Perhaps I misjudged how they best like to receive information or be communicated with. Perhaps it would be wise to ask members of the audience what I did that did not work for them? Seeking answers to these and other fundamental questions takes time and is not always fun. But this process is important if one is going to successfully work their way through those inevitable slumps and get back on track as an effective communicator.

Gaining Broad Perspectives

It is that time of year when all of us are hitting the shopping malls in search of holiday presents for family and friends. Not only does this annual effort challenge our checkbooks, but it also tests our patience. Waiting in lines, trying to find a salesperson, competing with other customers, and looking for a parking space have all become part of the annual ritual of holiday shopping for that special token of our affection and regard for people in our lives that we hold dear. Recently, while out shopping and trying to deal with the challenge of finding a parking space I was reminded of elements of good communication that public relations professionals and provide clients. Let me explain.

Driving up and down the rows of parking spaces I finally spotted one driver who was beginning to pull out of their space. "Great," I thought. "They'll zip out and then I'll zip in." As it turned out, there was no zipping to be had by either one of us. The other driver was very slow in backing out. Very deliberate. Many little stops and starts. If a car could tip-toe, then that's what this car and driver were doing. Obviously, the driver was making sure they did not collide with any other driver that may be passing by or did not back into another parked car. From my vantage point, I could see no other cars were coming and that the driver had plenty of space so there was no chance their car would bump into any others. My perspective allowed me to see the situation in a way the driver - the person in the center of the action - could not. Had I been a public relations consultant, then I could have given my client advice that enabled them to successfully navigate their own through this situation.

We all, of course, have our own perspectives on any situation. We see something and immediately form a particular opinion based on our biases, interest, wealth of knowledge and history. These are not the only arrows good communicators have in their quiver. Good communicators can and should have a good sense of what those "arrows" are for others, including their clients and other publics with which they are striving to connect. Having this kind of well-rounded information is essential for making good decisions and recommendations that are equally well rounded and sound. The ability to see things from other perspectives is not a gift that people either have or don't. Rather, it comes from approaching each situation anew and talking with and listening to what others have to say. In short: it is part of he kind of fact finding and research that all public relations professionals should make part of their communication process.

Guitar Weaving

One of the great things about music is that it allows for both self-expression and collaboration. In fact, often times, these two occur at the same time. Take any small jazz group, for instance. The song kicks-in with the players leaving the starting gate together. But at some point, it is not usual for one of the players to break out and riff for a while. At some point, this musician falls back into the pack only to be replaced by another. And so it goes until the song - a musical adventure of exploration - comes to a close. But between the beginning and the ending, one or more of the players have had a chance to stand out, be heard and, with luck, be enjoyed. This process, of course, can and is often seen in pop and classical as well. Sometimes the featured players are instrumentalists and other times they are singers. Either way, group and solo effort happen.

This duality is very much evident in a book I am reading at present: the autobiography of Keith Richards of The Rolling Stones. I am finding it an enjoyable read, in part, because of the attention he devotes to music, his efforts to grow, musicians he admires, the composition of songs, and his collaborations with others. I was particularly intrigued by Richards' use of the term "guitar weaving." As the phrase suggests, it refers to the purposeful intersection of guitars to produce particular sounds that result in melodic music that resonates with its audience and best communicates the overriding message or story of the song itself. In other words, the guitar weaving about which Richards refers is a form of communication.

Non-musical communication is also often about the weaving or blending of various voices to make a certain sound and send out a particular message. We see that when the head of an organization speaks, for instance. That CEO may be the one at the microphone, but often times what he or she is saying reflects the input of a team of advisers and information they have collected from others. It is the weaving together of data, thoughts and even creative inspiration for the purpose of connecting with others. For over forty years, Keith Richards has demonstrated his skills as an effective weaver and, as a result, a most successful communicator. He has also served as a good example for those of us in the non-musical world of what it takes to connect with others.

Group Projects

A number of years ago there was a popular commercial on television that had the punch line, "I'd rather do it myself." I have been thinking about the sentiment of that line recently as I have started grading the group projects that are being turned in by students in the public relations class I currently teach. From working with the students and answering questions they have had throughout this process, I know some group members are not having the best of times collaborating with others. A few have even asked if they could switch to other groups or be given a different assignment all together. I have turned down each request because I did not deem any of the conflicts to be worthy of making that kind of change. Plus, I feel it is important that students learn to deal and/or collaborate with others they may not particularly like, agree with, or even feel comfortable with.

The reality is that all of us from time to time join forces with others we would much rather not be around. No, it is not fun and, at times, it can even be a bit stressful. But life being what it is, there are times when we find ourselves in situations when interacting with people we do not like or appreciate is an option we cannot avoid. And, as it is with the group projects in my public relations class, sometimes how we are evaluated or judged is dependent on the efforts of those same persons - not just ourselves. That reality only adds to the stress of this kind of scenario. From my perspective, the key question from a communication perspective is: What can one do to turn this lemon of a challenge into lemonade?

The answer is found in the fundamental strategy of any public relations effort designed to establish a connection between more than one public: identify the challenge, dilemma or area of concern that you share. Let that be the glue that keeps you and your unwanted partner connected. If necessary, post it on a message board that you see every day. Do not let any differences in style or even personality get in the way of or blind you to that basic commonality. That, coupled with a healthy dose of patience and perseverance, should ultimately win the day. The best kind of public relations speaks to the needs of more than one. It is also not always easily attainable but by successfully maintaining open lines of communication, it is doable.

Fun House Mirrors

I am sure many of us have been to a local carnival or amusement park at some point in our lives. At most, if not all of them, there is the famous fun house. We go inside and, among other things, soon find ourselves standing in front of its many mirrors which distort the shape of our bodies or some portion of our bodies in some wacky and amusing way. These mirrors are designed to elicit smiles and - bottom line - help the fun house live up its name. They are meant to fascinate and amuse but not to be taken seriously. No one that I know, at least, ever has. Unfortunately, fun houses are not the only places where mirrors that distort reality can be and are found.

One part of being a responsible communicator is having the ability to recognize the reality-based mirrors from the ones that distort. Granted, this is not always easy to do because some of these fun house mirrors are a lot more subtle than the ones in the fun house. Sometimes these bogus mirrors come in the form of the written word while other times in the spoken word. They present themselves through figures of authority like a boss or public official, a familiar face like a celebrity or media commentator, or even a friendly face like a family member. They tap into our emotions, insecurities or areas of interest. They are hard to resist and, at times, harder to recognize for what they really are.

The best way to deal with these kind of mirrors is to have firm footing in what is real. That is easy to do in a fun house because we know, for example, our heads are not really shaped like bowling pins. It is our sense of reality and firm grasp of awareness as to how our body really is shaped that enables us to laugh off the obvious distortion. If we are to carry ourselves as effective communicators, then it is important that we do our best to achieve and maintain a similar level of knowledge in an array of topics and issues so we are able to recognize bogus mirrors outside the fun house and then deal with them accordingly. While we should not ignore what is being transmitted to us by these mirrors or other entities that pose as sources of reality, we should also balance this against what we feel we know to be true via our own research and base of knowledge. At the same time, we need to recognize our personal base of knowledge must constantly be expanded in order to better contend with the bogus mirrors that are so pervasive in today's world. This helps us be better and more discerning listeners when images and information are communicated to us.

Things For Which I Am Not Grateful

Not a day passes when I do not give thanks for something in my life to which I place value. So, in that regard, the fact Thanksgiving is tomorrow does not mean I am suddenly feeling gratitude in my heart in ways I do not already do. But because tomorrow is Thanksgiving, I will concede that my list of things to be thankful for may be more comprehensive than usual. Nevertheless, giving thanks is a big part of my daily mantra. Having said that, however, I also believe there are some things in this world of ours to which no one should give thanks or even think warmly toward. They serve as blights on our society and ability as people to connect and remain connected. Specifically, I wish to focus on two of them: irresponsible communication and irresponsible ignorance.

When I speak of irresponsible communication I think of persons in power and positions of influence. Irresponsible communication covers such acts as lying, deceit, unfounded name calling and false presentation. Hardly a day passes when I do not see examples of this kind of behavior in the form of comments and actions by men and women - political leaders, business executives, and media commentators - who can and do know better. While I do not begrudge them for putting their interests above others, what I resent is the fact they advocate their interests at the expense of others. Their power and visibility give them unjust and unfair influence and weight. Nevertheless, they take advantage of this reality by cloaking their agendas in the guise of helping others when, in fact, nothing could be further from the truth.

When I speak of irresponsible ignorance I speak of those members of our society who are not famous, rich or particularly influential; regular folks of which I consider myself to be one. It troubles me greatly there are those who are so driven by their own ideology that they feel it unnecessary to study or research whether there are any facts to support their perspectives. They exhibit great passion and zeal and, sadly, end up doing more harm to a country and world they profess to love. I understand, on a day to day basis, many of these men and women lead busy lives by striving to take care of their families and hold down their jobs. Good for them. At the same time, if they are going to attend rallies and wave signs, then perhaps they first need to first carve out some time in their schedules to gain a better understanding of what it is they support or advocate. For instance, do these regular folk really want rich people to get richer in order that their own lives will be made worse?

Our country and our world have enough problems as it is. The last thing any of us - rich, not-so rich and poor - should be doing is to make them worse and more deeply entrenched. Consequently, we need to be more responsible communicators and more responsible in raising our breath of knowledge and not be blinded by ideology. So, on this day before Thanksgiving, while I give thanks for our ability to be better communicators and be less ignorant, I do not give thanks for an apparent unwillingness on the part of far too many to do either.

It Takes Two

Communication is too big of a job for any one person. On the face of it, that may seem blatantly false. After all, any one can stand up and speak, sit down and write a blog or scratch out a note on the side of a cave wall. Can't they? Of course the answer is "yes." But does doing all those things constitute communication? My response is "no." It only becomes communication when someone hears those spoken words, reads that blog or sees those cave scratchings. In other words, just as it takes two to tango, it takes two to communicate. An obvious example is a simple telephone call. Calling up a friend and leaving a message does not constitute talking with that friend. It is only when the message is heard or they pick up the phone and begin talking with the caller that communication occurs.

Words, non-verbal communiques or signals are, at best, only one part of the communication equation. The response - any response - from another is necessary in order to complete the act of communication. Without the person or persons on the receiving end, then any thing one of us says without an audience is nothing more than noise. Noise, by itself, does not constitute communication. Thus, no matter how articulate one might be or how glib of a wordsmith they are, without another person to respond, provide feedback or add onto the initial message, the communication act is and remains incomplete. A purist might argue: can't we communicate with ourselves? Of course. I know over the years I have been known to carry on a conversation or two with myself. But I would suggest such an act is more an act of thinking or formulating thoughts rather than actual communication.

I view this truism as being important for public relations practitioners and others in the communication industry to remember because it emphasizes how important it is to devise strategies that connect with audiences and encourage feedback. Acts of communication need a response - positive or negative. Picture a classroom teacher without a raised hand from a student or an entertainer without applause or boos or anyone of us without acknowledgment from others. Communication exists on the basis of response or reaction. Without it, no communication occurs or even exists. Instead, writers and speakers, for instance, are reduced to being little more than noise makers.

"Old" Social Media

Recently, I spoke to about 35 members of a local chapter of the American Association of University Women. Our topic of conversation was the impact of social media on education and the American culture. It is an important and broad topic, of course, and, not surprisingly, one on which we were only able to skim the surface in the hour or so we were together. Everyone at this meeting, except me, was retired after spending much of their professional lives in education. Nevertheless, all were deeply interested in the social media revolution. How best could they tap into social media in order to communicate more effectively with their own friends and family members as well as with other organizations was probably the most overriding question the group had. It is the right question to ask.

I am not sure how much longer social media will maintain its current top spot position as the best way to reach out to others. In these times when it is becoming increasingly difficult to find someone - anyone - who is not using some form of social media, the group's question strikes me as being more and more germane to our efforts to connect with others. Even though social media remains a new form of communication, its great popularity is making effective use of it more challenging. For instance, if nearly 150,000 million people in the United States blog, according to Newsweek, then how does one go about distinguishing their blog from so many others? With the number of Facebook users even higher, then posting announcements in the hope they will be noticed and acted upon becomes just as daunting. In other words, even though social media is new, it seems to have gotten old quickly.

This is not to say those who blog and utilize Facebook to reach out to others are wasting their time. I do not believe they are. At the same time, users of these and other forms of social media would be wise to lower their expectations if they view them as being sure fire ways to connect with others and generate some type of response. This also suggests that all of us will need to continue searching for new communication tools and strategies to utilize. I wish I was wise or creative enough to suggest what they might be. But at some point maybe we will find ourselves reverting back to old fashioned tools such as phone calls or face-to-face interactions. This, in essence, was my ultimate response to the overriding question posed by those members of the AAUW. All of us, I believe, should continue exploring better ways to social media, but we need to remember this particular tool is not the only one in the tool box.

The New American Dream

Any body see any unicorns lately? Sasquatch maybe? How about a winning lottery ticket? No, I didn't think so. At least I haven't. But that doesn't mean we aren't looking. Nor does it mean we are giving up no matter how great the odds against us might be. If there is one thing I will say about Americans, when it comes to searching for that magic elixir, we stand aside for no one. After all, isn't that the new American dream? You suddenly discover you had a rich uncle you never new about who just died and left you one million dollars. Or you are picked out in a crowd by some quirky movie producer who makes you the star of their next mega hit and the result is you are adored by millions and have fame and fortune beyond your wildest imagination.

Is there any one among us who has not fantasized at some time about those turn of events happening to us? I sure have. Given the tough economic and political times in which we find ourselves, who could blame any one for occasionally gazing at the stars and weaving a fantastic tale which ends in our getting everything we ever wanted? To all who do dream those dreams, I say "dream on, " but with a warning: do not let those dreams get in the way of reality, no matter how grim and frustrating it might seem at present. That frustration, by the way, is fed to us daily by far too many talking heads and, even worse, elected officials who continue feeding us the myths that (1) the road to regaining our footing as individuals and a nation will not require sacrifice and compromise; (2) big corporations and conglomerates are not going to have to have to put aside their obscene thirst for profit and power to work for the greater good of the entire population; and (3) we as individuals are not going to have to accept the reality that individuality only works in the context of cooperation and respect with and for others.

Communication is never more vital than in times of stress and duress. Furthermore, communication is never better than when it is honest. It is no coincidence that the worst bumps in our nation's evolution have occurred when honest communication was not practiced. The Red Scare of the 1950s, the Vietnam conflict of the 1960s, Watergate of the 1970s, the impeachment of a president of the 1990s, and the invasion of Iraq of this young century were among the dark times in our recent history perpetuated by false communication. Even when truth began to shine through, however, it still took years to recover from the damage that was done. My sense is people can, in fact, handle the truth. Sadly and ironically, it seems far too many of our leaders can't handle telling it. We need better communicators.

Communication As An Enigma

Communication is an enigma. It is a puzzle that seems simple, yet upon closer inspection reveals itself to be a complex phenomenon that often leads to contradictory results. In the past century, for instance, there is no doubt the act of communicating with others has seen tremendous strides. From the telegraph to the wire services to radio to television and to the Internet, getting the word out about something or passing along information such as news has seen unbelievable improvement. As a result, the sharing of information can now be done almost instantaneously. To label this reality as anything but positive would be doing a great disservice to the men and women who made it possible as well as the potential benefits it brings to all of us.

Yet, to me, this is where the puzzle reveals itself. Just as our society is better able to communicate, there seems to be a growing segment of this same society that seems to be disenfranchised. Even with all of the so-called communicating that is going on through all kinds of channels and mechanisms, more and more people - young and old, men and women, rich and poor - are being turned off, overwhelmed or feeling as if what is being passed around is not speaking to their needs or relevant to their interests and lives. Recent elections are a perfect example of this. In a country that touts itself as the greatest democracy in the world, rarely, if ever, do more than 50 percent of the registered voters actually vote. Is this because these millions of men and women do not actually know an election is going? Or is it because how and what is being communicated throughout the campaigns, including by those who work for candidates, those in the news business, and regular folk who simply talk among themselves about issues of the day, are not able to relate to the noise they hear, see and read?

My conclusion: while we as a society can communicate well, I am sure we are. I also wonder whether any one is really paying attention to this disturbing trend or even genuinely cares about it. I have doubts. These days I equate communication with progress. Yes, as a whole, our society has made great progress. Yet despite this, there are more people in the world who are starving and living in poverty than ever before. Why are these people being left behind? Why are there more and more people who are not being addressed or whose voices are not being heard or given attention? This gap concerns me. Economically, it seems to be generally accepted that there are haves and have nots in the world. It is also recognized that the gap between the two is growing at a disturbing rate. Do these two divisions also exist when it comes to communication? I am inclined to think so. This, too, is not a good trend.

Addressing Negative Tension

Over the past few weeks there have been a couple of high profile disciplinary actions within the national media. At National Public Radio, one of its commentators, Juan Williams, was fired as a result of what management interpreted as inappropriate remarks he made on a Fox network talk show regarding his initial reaction to seeing Muslims on airplanes. Most recently, MSNBC suspended indefinitely one of its top news commentators, Keith Olbermann, when it was learned he donated money to several Democrat candidates without first informing his organizational superiors. Both actions seemed to come out of nowhere and generated much media attention. As I write this, they still are.

Based on their public explanations, I understand why management at NPR and MSNBC did what it did. At the same time, I think their actions were an overreaction to the so-called infractions and a mistake. As a result, both of these highly regarded and highly respectable organizations came off with egg on their respected faces. But the more I read about these two situations the more I am inclined to believe there is more to each management's actions than meets the eye. In the case of Williams, for instance, supposedly his bosses at NPR had been unhappy for a while regarding Williams' affiliation with the Fox network. Williams was a regular contributor to and guest on several of Fox's news talk programs. My sense is Williams' comments about how seeing Muslims on airplanes on which he, too, is a passenger makes him uncomfortable was the proverbial "straw that broke the camel's back." In the case of Olbermann, reports indicate he and his superiors had been butting heads for a good while. Apparently, his infraction was the excuse they were looking forward to give him a giant slap on the wrist.

In the two cases, the tension between Williams and Olbermann and their bosses had been building for awhile. My guess is both men knew this and probably sensed it was just a matter of time before something were to happen and those negative feelings erupted into some type of public and ugly mess. One lesson to be learned from these incidents is bubbling tension should not be ignored. Instead it should be addressed ideally in a respectable and upfront way. Whether it pertains to office co-workers, neighbors, a boss and an employee, or even a husband and wife, it is vital that negative ill-feelings not be allowed to fester. They only get worse and build. Granted, addressing them is not easy and takes good communication skills. But these skills are not beyond the reach of any of us. Basically, they involve honest sharing and open listening. I understand having a conversation of this nature is not the easiest thing for any of us to do. Butif such a step is not taken or at least attempted, then the eventual consequences are never good.

Howard Zinn and the Little Guy

I have a new person to add to my list of heroes. He's the late historian Howard Zinn. I just started reading his masterpiece , "A People's History of the United States 1492 to the Present." (Shame on me for taking so long to get to it). I am finding out what so many people before me discovered: it is wonderful. What I like best about the perspective Zinn takes is that he looks at the history of our nation from the perspective of the average person and not the leaders or persons who necessarily grabbed all the headlines then as well as now. Of course, this is not to say that people like Christopher Columbus, George Washington and, more recently, Ronald Reagen are not mentioned. They and many of the other familiar historical icons certainly are. But instead of simply presenting the times in which these individuals led, challenges they faced and impact of their decisions and visions, Zinn looks closely at the equally important and difficult challenges that many of the so-called "little people" faced during the times in which Abraham Lincoln, Henry Ford and Franklin Roosevelt reigned and often dominated the attention and interest of the nation and even the world.

How did the average soldier during America's Revolutionary War cope when the revolutionary leaders were not able to pay them? Fast forward over 200 years, what concerns were many U.S. citizens having and feeling at the time the United States was organizing an international coalition designed to drive the army of Iraq out of Iran? We know what the headlines of the time said in response to these questions, but Zinn goes beyond them and, in doing so, provides invaluable insight into the fabric of our nation in ways that few historians have done before or since. Zinn's book raises important questions for professional communicators: Who speaks for the person with no voice? What role can or should professional communicators play in helping provide those with little or no power or influence with the opportunity to speak out, be heard and perhaps make a difference?

While I have no precise answer to those questions, I do know our society has little chance of maintaining any degree of health and vitality if its key publics are not talking with each other. If the rich and powerful continue talking at those who are neither of those things, then discontent will continue filling the air from which our nation draws life. While it is possible the so-called Tea Party movement reflects efforts on the part of the non-rich and powerful to be heard, I have my doubts. Time will tell. But either way, that dialog must be allowed to continue. While working with clients, pubic relations professionals need do all they can to encourage ways for their clients to connect with those they employ and/or represent. Their public relations strategies must include meaningful interaction or mutual engagement between managers and employees, for instance. It all begins with trying to bring people together.

On My Day of Birth

While going through a number of things handed down to me by my parents recently, I came across the first page of The Baltimore Morning Sun dated August 13, 1950. (My date of birth.) I had to smile at the fact my parents went to the trouble of preserving this paper so that I might have a sense of what was going on in the world on this particular Sunday when I entered the world. I was born and raised in Baltimore, so it made sense my parents would turn to the biggest newspaper in their town. Of course, looking back, I say in all modesty and without equivocation that the most important thing that happened that day was my birth. But looking at the headlines on this day, it would seem those in the news business did not share my opinion.

One interesting piece of news that did make the front page was the fact town officials of Denton, Texas, voted to set aside August 15 as Old Maids Day. Apparently, as a result of heavy lobbying by Miss Dorothy Babb, a local educator, this decision was made to recognize unmarried ladies who have spent years of their lives buying wedding gifts for friends but had received nothing in return. Near the end of the story it was reported that one of Miss Babb's students, in recognition of her efforts and status as an "old maid," bought her a watermelon. I wonder if Denton still celebrates Old Maids Day?

Much of the front page news that day was dominated by the growing conflict in Korean. In fact, of the eleven stories on the Sun's front page, nine were related to the Korean conflict. In one item, General Douglas MacArthur called for President Truman and the U.S. government to censor all news coming out of Korea. In another, the American military's lack of readiness in this part of the world was highlighted. Joining the Denton, Texas, piece as the only non-Korean related story was one pertaining to efforts by Republican Congressional leaders to obtain passage of an economic controls bill.

Back then our country and the world had much on its plate to contemplate and grapple with. That, of course, is not any different than how it is today. But sprinkled in with those serious matters were items of whimsy to give people something to smile about as they read of dispute, conflict and violence. That, too, is how much of life is today as well. For communicators, it is important to provide the public with accurate information, even if it is grim and "not fun." At the same time, as is appropriate, it helps to make warmth and humor as much apart of the package as possible to help make the harder stuff more palatable.

Speaking Out for Facts

Are facts becoming an endangered species? I sure hope not. But at the same time I am concerned for their future. It used to be that cold, indisputable facts would win the day in any discussion or debate. Two plus two equals four. What goes up must come down. It is facts like these that should constitute the focal point of discussion. But nowadays people seem to be so caught up in getting out their side of an issue - what they would like to see versus what is - that facts no longer seem to be the rock or foundation around which all conversation revolve. Instead, facts seem to be as much available for manipulation and interpretation as are opinions. As a result, what people define as their own truth is replacing what society accepts as irrefutable facts. This is not a healthy trend for any of us.

I see the current political season as being a major reason for the current shaky status of facts. Perhaps the political season brings out the worst in people when it comes to public discourse. Perhaps the political season makes candidates and their supporters feel it is ok to exaggerate, twist and speak irrationally when it comes to making their positions known and driving home their points. Perhaps it is the political season that leads voters to focus on those candidates that make the most noise, produce the ads that are most slick, or spew the glibbest sound bites. Perhaps it is the political season that leads voters away from assessing the content of what candidates are saying, examining the sources of a candidate's information, and studying what it would mean if what some candidates are calling for is actually implemented. For instance, do we really want to abolish the concept of separation of church and state from the Constitution? Would doing away with the entire medicare and social security programs really be the best thing for us to do? Would eliminating the Environmental Protection Agency and Department of Education make life in the U.S. better and healthier? Yet these kind of opinions are being put forward by candidates without any explanation as to the ramifications of such dramatic actions.

But just because the current political season will soon subside does not mean my concerns about facts and the thread from which they seem to be hanging will also fade away. Sadly, my worries will not go away. Whether we are in a political season or not, I fret that facts are gradually being moved away from their front row seat to one that is more off to the side. They seem no longer to be the driver of our communication but rather just one of the passengers. In the world of law enforcement, facts drive investigations and not the other way around. Facts should drive communication as well. Sure people want to express their views. People want to be heard. But discourse on any level must go beyond simply speaking out for its own sake. It is up to communicators of all stripes to become advocates of facts. To ignore or twist them is, at the least, is disreputable spin control and, at the worst, dishonest. Either way, not giving facts their just due in any exchange or interaction between individuals or publics is simply poor communication.

Teaching As Two-Way Communication

Teaching is an interesting dynamic. It is also part of a partnership involving players with different roles that begin at opposite starting points yet share the same finish line. The job of the teacher is to impart knowledge about a particular subject. The teacher does it through a range of strategies that include lectures, guest speakers, assignments, tests and by instigating various ways for the students to become actively engaged in classroom discussion. The job of the student is to attempt to capture the knowledge and demonstrate their understanding and familiarity with it well enough to satisfy the teacher. On the surface, the roles of the two seem pretty well defined: one sends out information and the other receives it. If this were a classic public relations model, then such a dynamic would be strictly one-way communication.

Unfortunately, one-way communication is not as effective as two-way communication. This is particularly the case if the connection between teacher and student is viewed as being long-term. A teacher and their students are collaborators or partners much as are employer and employee, husband and wife, and doctor and patient. For each to enjoy any kind of shared success, they must establish themselves as a team that works toward a shared goal or end. Identifying the desired result as well as the strategies to obtain it can only be achieved via two-way communication in which the two offer good-faith suggestions designed to ensure well-earned passing grades for the students. Bottom line: the two must work together. They must cast aside the old dynamic where the teacher does all the talking and students do all the listening. Instead, what happens in the classroom must be more about active engagement on the part of both parties. Of course, the teacher knows more about the given subject than the students. But this does not mean students do not have something concrete to add to the subject matter, cannot help design a road map for the class, and even broaden the teacher's base of knowledge.

One reason teaching is such a challenge is because not all teachers possess the communication skills to truly connect with their students, establish a vibrant partnership with them or are able to impart information about the subject in ways that students adequately understand or find interesting. In my many years as a student and a part-time instructor at various colleges and universities, I have known and experienced a number of extremely knowledgeable and accomplished scholars who not do well at teaching because of their shortcomings as communicators. Perhaps viewing students as partners rather than as entities to talk at for several hours per week over the span of a semester might help reverse this. Granted, not all attempts to establish two-way communication are successful. But not trying at all greatly reduces the chances of making the classroom experience for both teacher and student one that is positive, meaningful and memorable.

Crossing Guards

I tip my hat to crossing guards. Recently, I had occasion to be stopped at an intersection. Kids on their way to school were walking from one corner to the next. Lined up at each intersection were a string of cars driven by drivers who were probably on their way to work. A not untypical weekday morning in America. And literally in the center of it was a crossing guard; a tall woman in her crossing guard uniform. Her tools consisted of a whistle, which she wore round her neck, and a trusty baton that she used as a pointer to let which car or group of school children know who could go next and, perhaps most importantly, in which direction. Also, she wore a broad smile that certainly reassured me and perhaps others that all was under control and all of us were going to get where we were going safely and on-time.

One thing I admired about this particular crossing guard - and I am sure this holds true for many others - was her communication skills. I marveled at how well she seemed to juggle her many clients at the same time in a friendly, yet purposeful manner. Drivers waved at her while passing through and a few children even stopped on their way from one corner to the next to whisper something to her or, in one case, give her a hug. Even though I have been in the communication business for nearly 40 years and have had more ups and downs than I care to remember, watching that crossing guard in action, I could not help but think that after all this time, I want to be as good of a communicator as that person.

Granted, my time at this intersection in the presence of this crossing guard lasted only a few minutes. I have to assume there are days when things do not always go so smoothly or that her clients - children and drivers - are not always as cooperative and easy going as they were at that time. But I also assume that when those moments or days do occur, she is able to handle them just as well simply because of the credibility she has achieved with her public. Communication is about long-term competence and consistency rather than a one-time shining or flashy moment. Any one can toss a dart and hit the center of the target. But to do that consistently or even come close with high regularity is the mark of a solid professional and effective communicator. That crossing guard was a reminder to me of how beneficial good communication is to any situation and what a pleasure it is to see someone who does it well in-action.

Self Expression

Not too long ago I heard one of the talking heads on television refer to the current generation as one of self expression. These men and women want to be heard; want to be able to articulate their views, feelings and attitudes about anything ranging from politics and entertainment to the latest in fashion and social issues. This is not a bad thing. It is important to speak out, especially in a government such as ours that ultimately draws its strength and viability from the ability and willingness of its citizens to speak out. This is why I applaud any one, including members of the so-called tea party or occupy movement, who are energized enough to go to rallies and town hall meetings to raise questions, challenge authority, and let it be known their concerns and hopes.

Self expression, however, is not always pretty, polite or even civil. Sometimes people are so hell-bent on expressing themselves that they come across as little more than single-minded bullies driven by anger and contempt for those with other perspectives. It is here where real problems occur. Passion fueled by little more than anger rarely begets positive results. Sadly, angry passion often feeds on itself and only seems to fuel more anger, feelings of self-righteousness, and disregard for the opinions of others. This kind of self expression runs counter to the principles of effective communication and, more importantly, to the core of democratic values. Further, this is why is it so important that it be tempered with a respect for others.

My sense is that one big reason a notable segment of our population seems so worked-up these days is because they do not feel they are being heard or listened to. Point taken. But to the many highly-charged passionate men and women that seem so visible these days, I urge you to keep your passion and ideals but not lose sight of the fact that the best movements are ones built on inclusion, the input of many, collaboration and consensus building, and partnerships. "My way or the highway" may sound good and strong, but in the long run it is no way to run a country or, on a smaller scale, live one's life. Speak out. Be heard. But don't forget to listen. It makes for better self expression.

Seeking Resolution

None of us need to be reminder that these are tough times in which we live. Far too many people are out of work. Jobs are hard to come by. Money is tight. To add to that, there seems to be far too much fear-mongering, misinformation and name calling that is filling the public air waves. People are understandably angry and without direction and many of those to whom they look for guidance, hope and solutions seem more interested in saving or bettering their own hides than the hides of the people who they were elected, appointed or hired to serve. No wonder so many citizens are nervous, frustrated and disillusioned. No wonder many people feel cynical, isolated and pessimistic. What's a communicator to do?

The overriding answer is for communicators to devote their energies and skills toward identifying common denominators that link the various points of view currently being expressed. Putting aside all the emotion, yelling and knee-jerk reactionary commentary, there are several powerful issues on which conservatives and liberals seek the same bottom-line goal. These include limited government, low unemployment, low national debt, and a strong national infrastructure. (No, I'm not kidding about any of these.) But the problem is our leaders seem to be putting their own agendas ahead of the nation's. People with good communication skills, such as conflict resolution experts, can help turn that around. Unfortunately, elections - at least lately - seem to bring out the worst in people - leaders and their supporters - rather than the best. By addressing these and other issues from a prospective of working toward the greater good, proponents of the right and the left really can work together. One model of public relations that was introduced over 25 years is relevant here. It is called "two-way symmetrical." It focuses on the establishment of partnership and identifying strategies by which to address common shared or problems.

The challenges our nation faces are not going to go away by themselves. The reality is it is going to take a coming together of many people with different perspectives and priorities, yet who share the common overriding goal of wanting to turn our dark days of the present into bright days of tomorrow. Reality dictates that if our nation's current set of challenges are to be properly addressed, then people are going to have to sit down at the same table and begin honest and respectful collaboration. If not, then the tough times facing us are going to have an awfully long shelf life.

When Communication is Needed Most

As is always the case on a Sunday in October, football was very much in the air and on the air waves. One particular game went into overtime as the two teams - Washington Redskins and Green By Packers - were tied at the end of regulation play. Much to the delight of the home crowd, the Redskins ended up winning in overtime. It was a real nail biter. Across town, a nail biter of another kind occurred. A young woman in her early 30s was being treated in a local hospital after suffering a mild stroke. Doctors diagnosed a blood clot over one part of her brain that probably triggered the stroke. She is also experiencing some bleeding over another part of her brain.

These kind of unexpected twists and turns happen all the time in life. Some bring cheer and some do not. Some are changes we hope for and some are ones we dread. But all create communication challenges that cry for timely and accurate information, effective ways to share that information, and sensitivity in how that information is shared. In many ways, unexpected occurrences - good and bad - best illustrate why communication is so vital to all of us. Similarly, they also present communicators with their most important challenge. When the unexpected happens, the one thing people seek and want the most is information. And they want it immediately, not later in the day or the day after. This is when the communicator must take charge.

Information is the primary lifeline that enables people to maintain their equilibrium. It helps them cope, establish perspective and provides them with guidance on how best to proceed following an unexpected turn of events. Without it people are without a compass. It is as if they are in a dark room with no help as to where a light switch might be or how to find their way out. The communicator, in essence, is that light switch. This person is able to provide publics with invaluable assistance in helping them turn the unexpected into a tangible road map. Take that Redskin-Packer football game. I never thought it would end in a tie. But communication helped me remain optimistic when it did. And the same holds true for my friend still in the hospital. Not only do I feel upbeat about her chances for a full recovery - as a result of the information provided me - but I also have a much better sense of what I can do to help her get better.

More Pet Peeves

The public dialog that all of us are being subjected to these days is really becoming a big pet peeve of mine. Specifically, I am referring to what I view as extreme language. Take entertainment reporting, for example. Have you noticed how many "icons" or "superstars" or "legends"there now are? (I like Betty White as much as any one, but she is not an entertainment icon any more I am.) But if you listen to the so-called entertainment talking heads these days, any more it is hard not to find a celebrity who does not fall under one of those three headings. As a result, those descriptive terms have been rendered meaningless. The same holds true for to the commentators who comment on the hard news and issues of the world. Can we all raise our hands and pledge to stop comparing things we do not like or approve of to Hitler's Nazi Germany? Is the health care plan the Obama administration successfully pushed through really as bad as that? Are the efforts by Michelle Obama to try and get kids in school to eat healthier food really akin to what life was like for those who lived under Stalin's Russia? Really? I think not.

When it comes to driving, one of the few things worse than people who do not signal they are about to turn are those who signal either while they are actually making that turn or are just a few seconds away from it. How about giving the drivers behind you an adequate heads-up? Besides being dangerous and even against the law, this is poor communication that could end up having terrible consequences. Unless you are involved in a high-speed chase where the last thing you want to do is give the people chasing you a clue as to where are you going, then there is no excuse for not being considerate of the publics with whom you are sharing the road.

Finally, I do not like it when politicians are asked a question to which they do not know the answer, yet they pretend to by spouting off irrelevant babel in an effort to disguise their ignorance. Not everyone knows something about everything. It is ok - at least to me - to say, "I don't know." This holds true even if it pertains to a question to which you should know the answer. Pretending to know something you don't is dishonest and misleading and, in the world of public relations, unethical. Sadly, examples of this kind of offense are endless. Suffice to say, if a person finds it difficult being honest about what they don't know, then can they really be trusted with being honest about they do know?.

Dealing With Disconnects

There's an old joke involving a foot soldier who is marching with his troop. He keeps tripping and is out of sync with the rest of the soldiers who are marching in proper unison. Finally, the drill instructor asks him what is going on. He answers, "Everyone here is out of step." Obviously, this points to the distinct possibility that it is actually this particular solider who is out of step and that everyone else is just fine. This leads me to a provocative quote from the late Russian dissident Alexander Solzhenitsyn that I came across recently: "If you desired to change the world, where would you start? With yourself or others?" I find this comment to be so intriguing because it strikes at the heart of how we as individuals view ourselves and those around us. When a disconnection occurs, do we assume it is the other person's fault or do we begin with ourselves, if not as the possible culprit, then as part of the reason for the breakdown?

In communication there are tons of reasons why mixed signals occur. Poor timing. Poorly worded messages. Apathy on the part of the public. Erroneous information. Whatever the problem or problems might be, a big step toward step toward addressing lies in one's willingness to take responsibility and ability to look at themselves with a critical and dispassionate eye. It is important for communicators to have the skills to do this. When miscommunication happens, it is
not uncommon for those involved to look to the communicator for an explanation and, ultimately, a solution. After all, when our car breaks down we naturally turn to the nearest auto mechanic for help as opposed to the local barber.

Granted, being able to properly assess any given situation is not always easy, particularly when there are multiple participants, an array of strategies under way, big budgets and various publics involved. But if one is going to make a living trying to help others communicate, trying to create public relations campaigns , trying to craft messages that resonate, and trying to build bridges between various groups of people, then a major part of the responsibility that comes with those challenges is embracing your role as the "go-to" person when something goes wrong or not as well as was expected. In terms of the best way to meet this responsibility, my advice is to begin by remembering Solzhenitsyn's comment. Much rides on your answer to his question.

Double-Edged Sword

Despite the relative newness of social media, it has become a cliche or, at the very least, a statement of the obvious to call social media a powerful communication tool. This vehicle enables any one savvy enough and with access to a computer to communicate with hundreds of thousand and even millions of other people with amazing speed and ease. For individuals, this new reality represents an exciting opportunity for any singular man or woman to make greater connections with others who may share similar interests and aspirations though they may not have ever met in-person. For news organizations, social media, including the Internet itself, is a perfect way to bring light into dark countries that censor or limit information that runs counter to what governments want their people to know.

However, most sadly, a tragedy of just a few days ago involving the suicide of an 18-year-old male student at Rutgers University is a reminder that the advanced communication technology now dominating the world's information flow is a double-edged sword. As was once again demonstrated, social media can also be used to do great and serious harm. This young man was outed as being gay by a fellow student who secretly videotaped him being intimate with another young man. Without the student's knowledge or permission, the person who did the taping blasted the video out over the Internet. Upon learning what had been done to him, the Rutgers student committed suicide. It is difficult to find anything in recent days more gut-wrenching than this tragedy. It is the most recent example in a number of incidents in which young people have killed themselves as a result of being humiliated, bullied and/or harassed via social media.

At this point, I remain uncertain as to what can or should be done by our government to prevent this type of tragedy and abuse. Free speech is essential to our free society. But with that comes the reality that there are those who will be abuse it due to their own irresponsibility, stupidity or meanness. My sense is we should not try to legislate that kind of bad behavior even though that is tempting. My concern is such legislation might compromise the kind of legitimate use of the Internet by news organizations, for example, or even responsible or well-meaning individuals. But at least for starters, it might not be a bad idea for parents, educators, civic groups and, yes, even the government band together to begin educating young and old people alike about the double-edge sword that is social media. From what we learned at Rutgers, it is apparently a matter of life and death.

Herding Cats

Don't let any one tell you public relations is easy. It's not. At least some times. There are occasions when people are in agreement when it comes to such aspects of a campaign as messages, strategies, and goals. When this happens, the challenge of implementing efforts to connect publics or promote products or people can actually be fun. But then there are times - more often than not - when not everyone does agree on a particular aspect of a campaign. This is when public relations is at its most challenging. For a campaign to have a concrete chance of succeeding, everyone involved in it needs to be actively supportive. If this is not the case, then the campaign is akin to a leaky dam: there are holes that always need plugging.

Presently, I am involved in a public relations campaign designed to promote sustainability at my university. Everyone supports the effort, of course, because it is good for the environment as well as the institution's pocket book. Unfortunately, not everyone supports the proposal to use a fictitious character unique to our institution as a symbol for sustainability. Thus, when a decision is made about this - and one is coming soon - not everyone will be happy. As a result, will these people give the overall campaign the support it needs because a key decision they did not support was made? This is a genuine concern and will require a strong public relations effort to keep them on board as the campaign moves forward.

In public relations, this sort of dual challenge is not unusual. For external efforts to succeed, a strong internal effort is required. That internal base is important because it provides the external effort with a solid foundation of support. This includes persons to volunteer to help carry out strategies So often I have seen campaigns fail because they lacked that foundation or because it was too weak to last for any significant period of time. Internal publics must not be ignored. Rather, they need be constantly nurtured and respected. At times, doing so can feel as fruitless and impossible as herding cats. But public relations practitioners should not let that discourage them even though this effort requires non-stop attention. After all, often it is an organization's internal publics that provides the manpower, budget and energy that determine the external efforts success.

Letter Writing

One thing you never hear or read about any longer is cattle rustlers. While I can't say definitively that cattle rustling never occurs any longer, I do believe I am on safe enough ground to file such an act under the category of "rare." People still shop lift, car jack, pick pockets and even snatch purses. But, at the very least, spending the day on the range stealing another person's cattle no longer comes even close to being near the top of anyone's to-do list. By the way, in case there's any doubt, I want it known that I am ok with that. But there is another act that rarely seems to occur these days that I do miss. It's letter writing. When is the last time most any one sat down and wrote a letter to another person? My guess is it has been a long time.

Writing a letter seems to becoming one of those things that people used to do. Nowadays, of course, people email, tweet or send out a message on facebook. It is not my intent here to criticize any of those or other forms of social media. They have expedited the act of communication in ways that not that many years ago seemed unimaginable. Social media allows us to communicate instantly with friends, family and contacts all over the world. This is no small thing and it is very positive. Letter writing is harder, more time consuming and requires more thought. This is why I consider it to be more personable and, ultimately, more effective.

There is something about taking a pen to paper that gives one pause. You want your handwriting to be legible, for one thing. And you want what you say to be understood. Computers enable us to delete or edit what we write with very little difficulty. Letters, on the other hand, are more challenging in that regard. And then there is the matter of the content itself. By their very nature, letters are generally not communiques that one can dash off as easily as messages being sent via forms of social media. Consequently, my sense is letters are more apt to be content rich. Plus, I believe people on the receiving end of letters because they know the time and effort that goes into preparing one and then sending it out. To the dwindling letter writers still in the world, then, I give a salute and a hearty appreciation. I admire what you do.

Random Thoughts About Appearing on Television

Lots of people appear on television every day. Even though many of them may make it seem as easy as drinking an ice tea in the privacy of their living room when no one is around, don't kid yourself. It is a big deal. A microphone is being held in front of you. A reporter is asking you direct questions. And a minimum of thousands of people are watching you strive to speak in a coherent, succinct manner that reflects properly on both you and whoever or whatever you might be representing. Any mistakes you make - improper grammar, incorrect information or even innocent flubs - are magnified in significance because you are definitely not alone and you are on camera. Your mistakes can be played and replayed and in all likelihood will be, particularly if your misstatements are grave enough. This is particularly true in these times of You Tube and the Internet. As we know, people being people, there are few things people enjoy watching more than someone who does or say something really dumb on camera.

Over the years I have had numerous occasion to appear on television in various interview settings. Fortunately I have never said or done anything that was so inappropriate or wrong that it came back to haunt me or the entities I represented. One key reason for this is the respect I give television reporters. Whether they are young or old, experienced or not, I appreciate what they do and the value they bring to our society. The great majority of reporters with whom I have worked have been extremely kind and professional. They are there to collect information and then incorporate your responses into their story. Often times they interview more than one person for any given story, so your part represents only a piece of this journalistic pie. But exactly how big your piece is depends on what others say and how well you do.

I go into each television interview knowing what it is I will be expected to talk about. This gives me a valuable opportunity to prepare what it is I want to say. My own rule-of-thumb is to develop two or three key message points and then do my best to stick to them throughout the interview. Even if I am asked a question that takes me off message, I try to incorporate at least one of my key message points into my response in a way that does not seem forced or contrived. While I want to answer the reporter's questions I also want to speak to the men and women who are watching from their homes or offices. After all, contrary to what it may seem, television interviews are not just about the reporter and, in this case, me. They are also about me and the people are who are watching and listening. One must never lose sight of their public if they are going to communicate effectively.

Communication and Aging

It is my unfounded or untested theory that the moment we are born we display the ability to be effective and well-rounded communicators. First, we want to be heard. Either we cry out on our own or are helped along when a doctor or other attendant gives us a gentle pat on the bottom. Before you know it, we are making our first pronouncement to the world with the cry: "I'm here!" Within seconds of our first outcry we are responding or listening to what is being communicated to us - the warmth and affection of our mother or the comfort of a warm cloth - and quiet down, become cuddly and return the affection we are being given. And, thus, our entry into the world represents the beginning of our lives as communicators. Perhaps it is beginner's luck or maybe it is the fact we have an innate instinct to utilize two-way communication, but I view our first moments in and of life to be a good example of healthy communication.

Unfortunately, the older we get the less we seem to be able to maintain a healthy balance between speaking and listening. For many of us, age appears to enhance a desire or even a need on our part to be heard and lessen any inclination within us to want to listen to others. That's too bad because never is an ability to listen effectively more important to us than when we are older. After all, the older we get the more we need others. Therefore, it behooves us to do all we can to encourage people to want to be around us and tolerate our idiosyncrasies, accept our frailties and give us a hand on that inevitable day when we have difficulty standing on our own.

Is our decline as effective communicators necessary? Does it have to happen? Are we doomed to descend into being active proponents of one-way communication? Is there anything we can and should do to recapture that first success as a two-way communicator the day of our own personal world premiere? My response to those questions reflects my believe that with age comes a natural decline in all aspects of our lives, including and especially communication. For instance, I sure cannot run as fast as I used to. Nor am I always able to call up specific words at specific moments with the relative ease I used to possess. And now, at the beginning days of my seventh decade, am I always in the mood to hear out others like I used. But the good news is I recognize the importance of listening like never before and therefore work harder at it than I ever did. I must say the positives of that effort far outweigh the negatives. For me, at least, the moral of this observation is that as our talents and strengths decline, we need to pick the ones that are worth fighting to maintain and keep viable. For me, one is the ability to achieve two-way communication.

Bedside Manner

There's an old show tune that claims people either have style or they don't. Personally, I believe everyone has it. It is just that everyone's style is different. It could be in the way a person dresses or in the way they carry themselves when they walk across a room. For better or worse, whatever distinguishes us from each other is our style. This certainly is true when it comes to communication. Take doctors, for instance. In my life as I have lived in different places and have had a range of bumps and bruises over the years. As a result, I have dealt with, coped with, endured and, yes, even enjoyed a range of physicians. All were competent but not all had a good bedside manner.

Not all gave me the sense they really cared about my well being even though I assume they did. Other doctors, on the other hand, made me believe my well being was as important to them as if I were a member of their own family. When they asked me how I was doing, those particular doctors actually seemed to listen to my reply. They did so by looking directly at me, nodding as I talked, asking questions when appropriate, and not fidgeting with their equipment or tools. Sometimes the doctor would even share some information about him or herself and their own lives. At the end of the appointment I would feel as if the doctor and I were collaborators in working to ensure I remained in good health. By exhibiting this kind of active listening, these particular doctors provided me with a much better medical experience even if what was ailing me in the first place was placing me under significant stress and discomfort.

I prefer this kind of bedside manner when it comes to dealing with doctors. For that matter, I prefer it when I am interacting with most everyone. It is that kind of style that is conducive to meaningful exchanges and, ultimately, ties that bind. Unfortunately, not everyone exhibits this kind of communication style. (I am no longer talking about doctors now.) Their manner is brisk and business like. Their eye contact is fleeting. Their ability or desire to listen is minimal. They do not give out feelings of warmth or regard. In essence, their style of communication is cold and lacking in humanity. Effective communication happens when one displays a good bedside manner. We all have that kind of style within us. It is a simple matter of thinking about how alone we feel when we talked at in a cold and abrupt manner and then deciding not to treat others that way. How our take on life would improve if more people showed that side of themselves!

The Value of Pennies

Money is not cheap. Last year, for instance, the United States Mint lost nearly $22 million making pennies and nickels. Yet so many of us, me included, take those same coins that we accumulate over the course of a day and week, throw them in a drawer and rarely utilize them again. Shame on me and shame on others who might do that as well. Those particular forms of currency - the cheapest ones in our economic system - have value and should be treated accordingly. While it is true a pocketful of pennies and nickels might not enable us to place a down payment on a new car or a house, they do represent a form of exchange that should not be taken lightly or dismissed out-of-hand.

Just the other day, I was at the local grocery store purchasing a few items by cash. In fact, cash was all I had. The final bill came to $4.02. I gave the grocer a five dollar bill with the expectation I would be given 98 cents back in change. Instead this very nice cashier pulled two cents out of her own pocket, placed them in the cash register and then, overriding my insistence not to do that, gave me a one dollar bill back in change. It was a very nice gesture on her part; an act of kindness that re-enforced the notion that often times it is the little things in life that ultimately turn so-so days into good ones and even make the sun shine a bit brighter than perhaps it already is. And she did it with just two pennies.

Communication is much the same way. Much like pennies and nickels, seemingly small acts of communicating can go a long way. This is why I believe so many parents try and teach their children to make "please" and "thank you" regular parts of their vocabulary. That kind of currency goes a long way, too. Someone we are with is silent and we say, "a penny for your thoughts" in the hope they will share what is on their mind while knowing we care enough to ask and then listen to what it is they have to say. I challenge any one to calculate how much that kind of exchange is worth. Yes, we all gravitate toward rolls of cash and big speeches. Make no mistake, they have their place and certainly their value. But let us not overlook or underestimate those pennies in our drawers and the seemingly inconsequential words of outreach. They, too, go a long way.

Past and Present

When it comes to attempting to persuade the public to take certain actions, communicators often have an intriguing and even ethical challenge with which to contend. There are times when they must decide how much of the past to include in messages that are often designed to focus on the public's present situation. This dilemma arises when the past does not jive with what the public wants now. A timely example of what I mean can be found in the upcoming 2010 November elections. Republicans are being very critical of the Democrat's economic policies. Fair enough. Republicans recognize a vast uneasiness among Americans at our nation's high unemployment rate and growing national debt. They argue their priorities of decreasing regulations and continuing to provide tax breaks for the wealthy are the best solutions to putting our nation back on sound economic ground. Unfortunately for them, it is these very policies that put our nation on such shaky economic footing in the first place.

Yet, if one believes the current polls, Americans seem to be responding favorably to the Republican message. Why is this? One reason is probably a genuine lack of confidence in what the Democrat's economic policies have been over the past twenty months. As a result, the general public is restless and impatient over what the Democrats say are their sound policies, which, they claim, need time to adequately reverse the economic damage caused by the Republicans. But Americans want to feel better about their economic situation now. They are hurting and struggling to remain economically solvent. Thus, Americans are in no mood to wait for what the Democrats claim will be a healthier tomorrow.

A second reason is the Republicans, with their disciplined messaging, are successfully taping into the uncertainty of the American public. While both parties are promising better days ahead for Americans, Republicans are promising relief now without mentioning their failed policies of the past. On the other hand, the Democrats, more realistically, claim their solutions need more time to work because of the deep economic hole our nation is in. I am biased toward the policies of the Democrats because I believe them to be more sound and fair and because I view the messages from the Republicans as being disingenuous and misleading. Americans are in a vulnerable state.

People need to be communicated with honestly and ethically even if it means not telling them what they want to hear. While I generally try not to focus too much on politics in this blog, the current battle of the messages going on right now between our two major political parties lends itself nicely to the focus of this entry. By not providing the public with more rounded messages that include pertinent information from the past along with promises of the future, the seriousness of this debate and judgment of the American public are being seriously undermined. Communicators should not ignore the past in messages they design for the present no matter how no matter how inconvenient it might be.

Lynch Mob Mentality

Is there any one who is not concerned for our country these days? Is there any one among us who, on some level, is not fretting over the future direction and stability of the nation? I don't think so. At least I hope not. If anything, that is the way it should be. Ideally, as citizens, we should always care about the state of our union, its health, stability and future. Further, we should never stop seeking ways to turn this concern into positive and tangible action so that we truly are doing all we can to keep our states united and our international standing strong. After all, aren't we as citizens all supposed to be on the same side?

Lately, I confess to having doubts about that. There is too much yelling. Too many people drawings lines in the sand. Too many people who seem to be unwilling or unable to look past their own interests or agendas and instead focus on ways for citizens to building on their commonalities, and band together to work toward the greater good. A major part of being an active and concerned citizen is not only defined by one's activism but in how they exhibit that involvement. For instance, shouting down others, spreading lies and distortions, participating in violent actions, being disrespectful, and not being open to consensus are indicators of poor citizenship that only brings harm to the ideals of our nation. It is great to have strong views and to make them known with passion and zeal. But it is unacceptable to express those views in ways that counter and even stifle the ability of others to do the same and leave no room for ultimate agreement. Shouting down or physically intimidating others are the actions of bullies and not those who support democracy.

Lynch mobs, by definition, do not abide by democracy. They are driven by passion, mindless anger and a disregard for what is legally and ethically right. "Might makes right" is their credo. I see far too many pseudo lynch mobs today throughout the United States. They are making the most noise and, consequently, conclude they are right. They are not. We are a nation founded on the principles of tolerance, extended hands, fair shakes, and openness. A very heated disagreement over the building of a Muslim community center in New York City is going on these days. It has even triggered similarly heated and troubling disagreements in other parts of the country over the building of places of worship for Muslims. As a result, there has been lots of talking at, little if any talking with, and even reports of violence. Only an adherence to good communication techniques will squash the lynch mobs that have emerged over this issue and others. But for that to happen, people have to be willing to listen. Talk about a tough first step.

A House Divided

Not too long ago I reread what has come to be called President Lincoln's famous "house divided speech." The specific quote that gave and continues to give this particular speech its wings is this: "A house divided against itself cannot stand." What helps give this phrase such power is the fact it is as relevant in today's world as it was when Lincoln first spoke them regarding the divisive debate over slavery. Our nation has never been more divided than it was in the months and years leading up to the Civil War. While I certainly do not believe our nation is headed for another civil war, there is no doubt that a great unrest exists within our borders, one that does not seem to be showing any signs of losing momentum.

I love debate. I love differences of opinion and believe different perspectives on any given issue are healthy. I do not want everyone to march to the beat of the same drummer, nor do I want to be part of a society that lacks or frowns upon free speech. At the same time, I do love being part of a society that reveres tolerance. But what disturbs me about much of the current division in our nation is so much of the debate seems to be riding on the backs of those who are intolerant and disrespectful. It is what I call "blind debate" in which people's idea of interaction involves talking at rather than with each other. Not only does that not get any one anywhere, but it makes people want to shout even louder at each other. Sadly, that is not so much communicating as it is noise making.

My solution is our nation needs more debate and less noise. Not only do we need cooler heads, but we need cooler heads with good communication skills. All of us who feel passionate about many of the issues of the day and are convinced that our perspective is the right one, need to remember that we are never going to gain agreement or lasting regard for our positions unless we accept the reality that we must listen to what others are saying, understand their perspectives, identify those points on which they and us agree, and then begin to patiently and respectfully build on that consensus. Bullies may get their way, but the compliance they receive never has more than a limited shelf life.

The Communicator As Hunter

Since our beginning days, mankind has been a hunter. This, of course, was born out of necessity. For if the human race were to survive, then this being had to go and find, track down and hunt what it needed to sustain itself. Food, shelter, and clothing topped the grocery list. As one generation has followed the next, these fundamentals have remained the same. And so, too, has mankind. The human being remains a hunter in search of those necessities identified as what makes their life more comfortable, safe and durable. Further, even though we as a species have gotten much more proficient and even creative at hunting, we will never stop hunting for as long as we exist.

This brings me to a specialized kind of hunter called the communicator. In many ways, that which communicators seek contributes as much to the survival of mankind as do those that search for the original basics of food, shelter and clothing. Those elements, of course, speak to our physical needs. But communicators, by seeking out effective ways to be heard, to connect with others and gain a sense of belonging, contribute to the psychological well being of our species. Each day represents a new challenge to the communicator as hunter. As people change, as new information emerges, and as new circumstances pop up, the formidable task of identifying ways to help people of different backgrounds and perspective maintain some type of connection remains the foremost challenge of the communicator as hunter.

Let's take someone who is scheduled to give a speech to a local community organization. As a communicator for the duration of their talk, this person must hunt down information and thoughts to help them give a coherent and, they hope, well received speech. The information they seek may range from background details about their host group to current issues affecting the group to biographical tidbits that may be of interest to the group. Finding this data may not be easy but instead takes patience, good planning, a familiarity with the terrain in which they are working, and insight into recognizing what data is worth keeping and what should be discarded. These are exactly the same challenges facing other hunters that use rifles, bows and arrows, and fishing poles as their primary tools. Solid experience makes any hunter - even the communicators - effective or successful on a regular basis.

Contending With Truth Deniers

These are tough times for truth tellers. It seems far too many people nowadays refuse to let facts stand in the way of their positions on various issues. Two examples revolve around President Obama: his birthplace and his religion. There are so-called "birthers" who insist Obama was not born in the United States despite concrete evidence to the contrary; and then there are those who happen to be more in the news lately, who insist he is Muslim when in fact he is not. What's the deal? What is it about certain people who simply refuse to be deterred when facts are dropped in their lap that refute their initial claims? Why do they continue to insist black is white, up is down and, in this case, the President was born somewhere he wasn't or follows a religion that he doesn't?

Hard evidence is non-negotiable. As the late U.S. Senate Daniel Patrick Moynihan famously said, "People are entitled to their own opinions but not to their own set of facts." Nevertheless, this twisted phenomenon seems to be the case in this disturbingly polarized country of ours. It is one thing to argue over matters of policy or decisions that leaders make, but to argue over established facts goes beyond rationality. What's a person to do? More to the point, what is a communicator to do? What strategies can and should a communicator follow to contend with publics that seem to be driven by and dwell in their own alternate realities? These are tough questions that do not reflect well on the times in which we live.

While I do not have a surefire response, I do have a couple of suggestions. Firstly, communicators should not give up on the facts or discard them in any messaging they do attempt simply because the facts are being ignored by particular publics. Secondly, communicators should not give into any pressure to shade or alter what is true. One strategy communicators might consider is how they package facts they wish to share with hard-headed publics. For instance, some people process information more completely when it is communicated in writing, while others when it is presented in a more visual format. Another strategy revolves around emotional appeals. While there is nothing wrong with this, communicators must proceed here with caution because this particular strategy, while oft-used, is easily abused. Sadly, there are unethical communicators who devise emotional strategies at the expense of truthful information to generate support. (The run-up to the Iraq war is an example of this.) But combing emotional appeals with hard facts is a powerful combination that can help turn around even the most stubborn of people. The challenge for communicators is to be creative, be persistent, be ethical, and remember that no one message or set of messages guarantees one hundred percent support or agreement. There are those so driven by their own bias and ideology that they will simply not ever let the facts stand in the way of their own narrative.

Calling James Thurber

All roads lead to James Thurber. Though this satirist, writer, humorist, poet, story teller and illustrator has been gone for almost fifty years now, his off-kilter take on mankind and life rings as true today as it did throughout a good portion of the twentieth century. Thurber possessed an admirable ability to view the silliness and arrogance of mankind and then encapsulate it into clever poems, cartoons and fables that gave audiences both a chuckle and uncompromising insight into our imperfections and propensity to take ourselves far too seriously. Thurber had an unmatchable knack for reminding mankind in clever fashion that it was getting far too big for its britches. It is too bad he is not around today to keep doing it.

One of the very best tributes any communicator can receive is when his or her work stands the test of time. This is certainly as true of Thurber as it is of most anyone who made their mark over the past century. One of my favorite quotes from this native of Columbus, Ohio, illustrates this truism nicely: "All men should strive to learn before they die, what they are running from and to and why." One only has to take a hard look at the various political and social factions in our country today - and this includes far too many segments of the media - to see the applicability of this observation. What is it "we the people" want these days? Freedom? Control over the lives of others? Less government? More government? Lock-step loyalty? Tolerance? Competence? Fluff? I, for one, am not totally sure any longer. As Thurber observed, there are far too many loud voices that seem much more interested in being heard than hearing.

Here is another favorite Thurber quote of mine that seems equally appropriate to the times in which we live: "Man has gone long enough, or even too long, without being man enough to face the simple truth that the trouble with man is man." Bullseye. I will be the first to admit it is not always easy to take a hard look at ourselves in the mirror. We see imperfections, weaknesses, warts and limitations. Who wants to see that especially when they belong to us? At the same, if we really do want to better our individual lives as well as society, then that hard look is an essential first step. Many of the problems we face today are not just the fault of "the other guy." Our finger prints are there, too. Perhaps Thurber's greatest gift to us, then, was his ability to recognize that and then communicate it with uncompromising humor.