Alexandra Levit's Water Cooler Wisdom

Building Culture in a Digital World

Quick quiz: true or false?

1. You don’t know anyone who works at your company.
2. You try not to involve yourself with your company’s digital networks.
3. When it comes to certain office protocols, you have no idea what is and isn’t acceptable.

If you answered ‘True’ to these statements, you’re part of the 20 percent of global employees who work on virtual teams, and your organization’s culture is a total mystery to you.

This is a problem, because even as we strive to enhance our cultures so our employees will stick around, our strategies mostly shut out employees who don’t come into our offices. If we want to encourage collaboration and track productivity, we have dozens of effective digital tools from which to choose. But when it comes to tools meant to inform and reinforce culture, there’s not much.

In a recent article for Fast Company, Austin Carr reported on a few new technologies that are a step in the right direction. Yammer, which is an enterprise social network that Microsoft acquired for $1.2 billion, acts like a Facebook for internal business use. It enables employees to exchange messages, media and status updates—integrating the option to “Like” a coworker’s post or give him or her “Praise” badges.

Taking it a step further is emotional intelligence company Kanjoya, which has a product called Crane that taps into an organization’s Yammer network and analyzes data to measure how employees are feeling at any given moment or on any given topic. Crane can tell, for instance if your employees are irritated by a new policy or don’t like the way management is handling a current issue. Although it’s not always clear what leaders should do with Crane’s data from a big picture perspective, the program at least allows them to address small details that might otherwise go unnoticed and fester.

For tips on how to effectively build culture in a digital world, check out my full post on the AMEX Open Forum.

Too Much Honesty Can Come Back to Haunt You

Olivia had been working in what she termed “offensive” corporate environments for over 10 years, and she was at her wits end.  While working for one consumer healthcare giant in particular, Olivia was criticized for wearing clothing to cover a disability and pulled out of a major client account because her boss wanted it for himself.

Since the company’s HR department spent a lot of time and money developing a new employee survey, Olivia decided to be honest when she received it.  The intention seemed earnest enough, after all, and Olivia thought her feedback would help the company reach its goal of increased employee engagement.

In the comments section of the survey, Olivia noted the lack of empowerment among junior staff as well as the overly critical eye of management.  She cited examples of inconsistent expectations and unkept promises.

Although the survey was not anonymous, Olivia never imagined she would be called out for being insubordinate.  She received a “talking to” from her boss as well as her Group Head and was treated like a naughty child until the situation was so intolerable Olivia felt she had to leave.

The Truth?  You Can’t Handle the Truth!

It’s tempting to use company evaluations, your own performance reviews, or others’ performance reviews to express your true opinions about the organization or its people.  I urge you to use discretion, because blatant honest comments – especially when your feedback is negative – can wreck havoc on your career if they fall into the wrong hands.

For guidance on how to avoid getting in trouble due to too much honesty, have a look at my post on the Fast Track blog.

Be the Idea Man (or Woman)

I blog several times a week, and have been writing in the career advice and leadership development space for almost eight years.  How many ideas have I had to brainstorm to write about?  You do the math.  It’s a lot.

Some days I’m feeling especially creative and can generate insights from all sorts of places, but other days it’s a struggle to put forth a single interesting thought.   To generate new ideas when the well is dry, I’ve developed some helpful strategies.  Check out these six ideas on the Fast Track blog and let me know if you have others.  I welcome any and all suggestions!

 

Is Self-Plagiarism Okay?

I know a very young and successful business book author named Jonah Lehrer.  Lehrer has written two bestselling books and is frequently in the news, but last month it was not for a positive reason.

Slate – among other outlets – recently reported that Lehrer had been caught stealing…from himself.

“Media watcher Jim Romenesko claimed that Jonah, a newly minted New Yorker staff writer, copied his blog post “Why Smart People Are Stupid” from a 2011 Wall Street Journal story “The Science of Irrationality.” A few hours later, New York’s Joe Coscarelli and writer Jacob Silverman discovered a bunch more instances in which Lehrer reheated his leftovers.”

Is there a problem here?

Since I originally published my full post on Fast Track, other evidence has come out against Lehrer.  But my original question about self-plagiarism still stands, and I want to know what you think.  Is this okay, or not okay? 

Experts Talk Talent and Connectedness at Deloitte University

Today, I am attending a talent management thought-leadership summit at Deloitte University called The New Attraction: Talent, Technology and Connectedness in the Post-Digital Workplace. I am really looking forward to the discussions, which will address the relationship between the worker and organization; the changes being wrought by technology; and the rise of analytics as both unprecedented tool and cultural challenge.

Before we arrived on the Deloitte campus in Westlake, TX, I caught up with Dorie Clark, a fellow participant who is a branding expert and Forbes blogger.  Here are some of Dorie's thoughts as we both anticipated the event.

Dorie, if there was one message you would like to get across to senior HR leaders today, what would it be?

Even if you have made it to a certain rank, you need to think about and cultivate your personal brand over time.  You have to make an effort to reinvent yourself constantly, or else everyone's perception of you will be based only on what you've done or been in the past.  If you are expanding on your expertise, showcase that by writing for online publications so people begin to associate you with these issues.

What excites you most about today?

I love the idea of getting together with other experts who are on the front lines.  I'm especially looking forward to continuing my ongoing conversation with Tom Davenport, who helps organizations make better and more calculated decisions in a complex marketplace.

What do you feel is the relationship between talent and brand reputation?

It's a symbiotic one.  People will want to work for you if you are perceived as a company with A+ operations, and when employees are more satisfied and engaged, a company will have a better reputation  It's a virtuous cycle.

What impact does digital technology have on this relationship?

Digital technology allows companies to communicate to their audiences without any intermediaries.  For example, Best Buy's CEO just put together a YouTube video explaining some recent developments to employees, it was obviously available to everyone. I love that today's social tools draw people to your message and help you find and be found by people with similar interests.

For more of Dorie's ideas, check out her forthcoming book from Harvard Business Review, Reinventing You: Define Your Brand, Imagine Your Future. 

 

 

 

4 Reasons Why Social Media Use = Great Customer Service

If you’ve bought anything in the last few years, you’ve no doubt noticed that customer service is not what it used to be.  Most of us don’t dare pick up the phone because we fear hearing that dreaded phrase:

“To hear a menu of options, please press 1.”

Now, however, some companies are finally getting it right, and their training ground has been none other than the prolific world of social media.  On her Perspectives blog, Mila Araujo provides these four reasons why companies that invest in social media achieve better customer service:

Social Media Requires High Engagement

Companies that have committed themselves to social media listen to what their customers are saying and the buzz around the web that’s related to the company, and they respond in real time.  Because they are routinely engaging their audience one-on-one already, they are more likely to provide excellent service.

Social Media Requires Adaptation

In order to do well in social media, you have to be dynamic, motivated, and nimble.  You have to be able to change quickly in order to use social media channels to deliver products and services more effectively.  Companies who live in this mindset require employees who do as well.

Social Media Tools Use Public Conversation Forums

The fact that everyone can see what you are doing and how you are responding to an issue creates a higher standard overall.  Companies that use social media are confident in their approaches and are trained to respond so they can offer a high level of consistent performance. On the other hand, the nature of social media allows for quick identification of less desirable behaviors that must be corrected quickly.

Social Media Enables Viral Behavior

Anyone using social media knows that bad press can easily go viral, and it doesn’t have to be by way of a major news story.  All it takes is one person to make a negative comment and others may join the discussion. This kind of viral spread ensures that social media-minded companies pay special attention to operations so an online PR disaster doesn’t occur.

This post was originally published on Intuit's Quickbase blog. 

Beware of Tunnel Vision

I’ll be the first to advocate that well-defined goals often mean the difference between success and mediocrity.  The most effective professional goals are generally those that are specific, measurable, attainable, relevant, and time-bound, and accomplished employees regularly – and proactively – discuss goals with their managers and keep them top of mind so the goals impact results and facilitate upward movement.

The Dark Side of Goal Setting

But goal setting does have its negatives.  The large-scale financial disasters of 2008 were in large part due to executives with tunnel vision, who blindly set and followed goals without paying attention to developments around them that should have prompted them to stop and think.

Sometimes, setting a goal works so well that we become irrational and unethical in our attempts to achieve it.  A classic example is the top-notch student who cheats on tests and plagiarizes term papers in order to maintain her straight-A average.  Her goal is useless because the means don’t satisfy the end.

The Invisible Gorilla

In 1999, psychology researchers Christopher Chabris and Daniel Simons set out to investigate the phenomenon that goals can have a negative effect on performance.  They told subjects to watch a video and count how many times the people in the clip passed a basketball among themselves.  The subjects concentrated so intently on the goal that they failed to notice anything else taking place in the testing room – including when a woman in a gorilla suit took her place among the group!

Be Mindful of the Big Picture

You’ll get an edge by setting goals for sure, just be aware of the potential pitfalls.  Remember that even well-formed goals require adaptation and be sure that you’re consistently revisiting your professional objectives to ensure that you’re on the right track and being true to yourself in the process.

This post was originally published on Intuit's Quickbase blog.

How To Make Money Off Your Social Media Skills

Who better to learn from than someone who has been successful at what you're trying to do?  That's the case with Alexis Grant, a former writer and editor at US News and World Report who has just launched a thriving social media consultancy.  Alexis has written a book, How to Build a Part-Time Social Media Business, and was kind enough to share some of its highlights with us:

1. Recognize the opportunity. Yes, most people make money through a full-time job. But if you can’t find one, or you want to make some money on the side, putting your social media skills to use can be a great way to do that. The challenge: finding someone who will pay for those skills.

The good news is, there are lots of individuals, organizations and companies that will pay to tap into your knowledge and ease using social media. While it’s second nature for you to use Facebook and YouTube, business people often don’t have the time or desire to learn how to use those networks strategically. That’s where you come in!

2. Think about what services you want to provide. Do you want to coach individuals one-on-one to use social media? Or draw up strategies for companies that want to create communities online? Or maybe you want to run social-media campaigns for organizations – an approach I recommend in my e-guide, partly because clients often pay for those services on a monthly retainer rather than with a one-time check.

3. Beef up your experience. If you took advantage of summer internships during college, you might have enough experience – both to know what you’re doing and to convince clients that you know what you’re doing – to jump right in.

If you don’t, look for ways to practice these skills. Can you create a social media strategy for a parents’ friend’s business? Sit down with a neighbor for a social-media coaching session? Volunteer to spread the word online about a campaign or cause?  Don’t fall into the trap of thinking you need a full-time job to gain this experience. Look outside the box for other opportunities.

4. Use your network to land clients. You’ve built up awesome followings on Facebook and hopefully Twitter and LinkedIn – now use them.

Tell your network about the services you’ve decided to offer, so they’ll think of you when an opportunity arises. Don’t be shy about asking your friends (nicely) to spread the word; if they like and trust you, they’ll want to help you succeed. And make sure to take advantage of an often-overlooked networking gem: your parents, and even your friends’ parents. Let them know about your new consulting biz, so they can refer you to their friends when the timing’s right.

5. Figure out how – and how much – to charge. It sounds like it should be simple, but charging for consulting can be daunting, especially at the beginning. In most cases, you’ll want to charge an hourly rate or a project rate (which is loosely based on the hourly rate), so think ahead of time about which fee structure works best for any given client.

If you want to get a sense of what other consultants charge, ask that question in LinkedIn Answers or look for other inquiries that revolve around the same issue. Beware though, that prices for social-media consulting run the gamut. Base your rates on what you think each individual client will pay and how much you want to make off the work rather than what other people are charging.

 

Should You Work for Free?

Should I Work for Free?

In a still-uncertain economy, this is a question that’s on a lot of people’s minds, especially those who are looking to enhance their skills and network.  Some consider taking internship or volunteer positions to break ground in a new industry, while others work for free so that they can develop relationships with clients who may eventually pay them.

Assess Your Situation

Still, it’s not for everyone.  When deciding whether or not to work for no pay, you should first determine if you can afford it.  What is your family’s financial situation, and are you gainfully employed in another role?  It’s also smart to assess – specifically – how each position will deliver value in terms of your long-term prospects.  Don’t be afraid to ask the person with whom you are working for free.  Contrary to what some believe, most people are not interested in exploiting workers and will be open to discussions about what’s in it for you.

The proposed time commitment is an important factor too.  Those who are employed should not devote more than 20-25 hours a week to an unpaid gig, or they risk burning out or short-changing the job that pays the bills.

Make the Most of It

If you have limited experience in the field, the person watching over your work during an unpaid gig may play it safe by giving you small tasks.  Don’t let her.  Get involved with as many large, complex projects as possible, jumping at the opportunity to challenge yourself, master new skills, and be exposed to people who perform a variety of roles.  And as with any job, make sure that you’re able to quantify your contributions.

Leave on a Strong Note

When the end of your volunteer stint draws near, think about whether you want to pursue a full-time, paid opportunity in the new field or with the contacts you’ve made.  If nothing arises right away, actively keep in touch with the people you’ve met through e-mail, social networks, or even better, occasional in-person get togethers.

This post was originally published on Intuit's Quickbase blog.

 

Could Google+ Be a Useful Work Tool?

The online world is buzzing about Google+ (or Google Plus), which is purported to be Google’s answer to Facebook.  Since it’s not available to the public, I haven’t used it yet, but I have seen the news coverage and Google’s promo video.  I’m excited to check out Google+ because I think it could have some interesting applications for us professional folk.

Help Keeping Work and Personal Groups Separate

Google+ aims to differentiate itself from Facebook by creating separate spaces to interact with business and personal contacts. I’m momentarily intrigued by this prospect since I’m never quite sure what to do with my Facebook network.  I’d rather have separate pages to reflect my work and personal lives, but the concept of a “fan page” makes me a little uncomfortable.

Maybe Google+ is the answer. Google+’s Social Circles allow you to effectively and easily segment your colleagues, professional associates, partners, friends, and family members on the same network.

Instantaneous Collaboration

Google+ can be viewed as a next generation wiki, which many work groups already use to keep everyone up to date. The Sparks feature encourages members of Social Circles to share and talk about relevant news and information, using a smartphone to quickly upload videos, photos, and documents.

The Hangouts feature could be handy because it alerts your circles when you’re online and ready for collaboration, and also provides the ability to automatically launch a video chat with multiple participants. This can be a terrific way to gather a bunch of colleagues in far-flung geographic together for a meeting, presentation, or last minute brainstorm.

Long & Short of It

Clearly Google+ isn’t trying to recreate the Facebook environment. Facebook indisputably has the feel of a community, and Google+ is really just offering new additions to Google’s growing suite of tools. They also didn’t design Google+ as web-based software for solving the collaboration needs of work groups. Only time will tell if it will actually catch on and make a more lasting impact in people’s personal and professional lives than previous attempts Google Wave and Google Buzz.

What do you think?  Is Google just in time or unfashionably late for the social networking dinner party?

This post was originally published on Intuit's Quickbase blog.