Archive for the ‘JS Cultivation’ Category

Need to motivate? Illustrate!

Jul
29

Written by: Trudy Kremer

 

I value simplicity and directness in communications.  Too often we spend time mired in details that bury our main message.  When I attended the Council of PR Firms 2011 Harvard Leadership Program taught by Dr. Ashish Nanda we studied the miraculous turnaround of SAS airlines.  When businessman Jan Carlzon took over the Scandinavian airline in 1981 it was tanking.  The airline was facing industry challenges including rising oil prices, deregulation and others.  But one of the biggest issues was its very own bureaucratic culture that had hand-tied front-line employees; they could not make timely customer service decisions. To succeed Carlzon had to revolutionize the company and he had to communicate it in a revolutionary way.

He was known for saying, “An individual without information can’t take responsibility. An individual with information can’t help but take responsibility.”

But the challenge was how to deliver information effectively to a wide audience.  One of the most unique approaches he took was in writing a book entitled, Let’s Get in There and Fight! and he sent it to every single employee.  Right down to every gate checker, maintenance worker, baggage handler, flight attendant, manager and pilot.

The text was simple; the images were cartoons – almost child-like – conceivably drawn by Carlzon himself.

For example, he showed a plane taking a nosedive. The text reads, “We are in bad shape.  But we have not reached crisis point yet.  If we were, we would not know how to get our nose up again.  He showed a plane soaring, “But we can.  If we are ready to fight for our jobs and our future.”

No business analysis, no pie charts, no graphs, just a clear call to action, simply presented.

You have to see the book to believe it: http://www.slideshare.net/thecroaker/jan-carlzons-sas-presentation

He also met face to face with employees, listening, surveying, and empowering them to make decisions, eliminating middle management along the way.  Employees, especially the front-line, rallied around his leadership and communications style.  We watched video of Carlzon speaking.  He was engaging, simple and inclusive in his delivery, always using “we” and “us” rather than “you” and “them.”

The changes at SAS led to Air Transport World naming SAS Airline of the Year for 1983 just two years after Carlzon applied his leadership.  Dr. Nanda told us Jan Carlzon’s turnaround of SAS is one of the classic business case studies at Harvard.

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Live in a constant state of leadership

Jun
17

Written by: Trudy Kremer

 

I went to Duke. I know. You hate Duke, right? Sigh…most people do. And I was there for two national basketball championships. Now you hate me too, right?

The truth is that I was an art history major. I was not exactly camping out in Krzyzewskiville. But last week I learned something about Duke’s Coach K during the Council of PR Firms leadership conference facilitated by Dr. Ashish Nanda, from Harvard. One of his sessions focused on contrasting the leadership styles of Coach K and Coach Bobby Knight. Coach Knight being the well-known mentor of Coach K. Coach Knight also being an infamous figure in college basketball. Coach K being the darling. Two seemingly completely different leaders.

First, Dr. Nanda showed video of Coach K when he turned down the opportunity to coach the LA Lakers to the tune of $40 million. He was humble. He barely spoke anything of himself. An amazing feat considering it was a press conference about him. Rather, he thanked everyone else in the room. He thanked Duke for the opportunity to consider the prestigious offer, the Lakers for offering, his beloved students — he even apologized to Duke’s brand spanking new president for stealing the limelight unintentionally that week. He announced his decision to stay because, “Duke has always taken up my whole heart.” A leader who clearly leads with his heart and stays true to his values. We also watched video of Coach K describing the incredible win during the Duke versus Kentucky game in 1992. They were down a point with 2.1 seconds left in the game. Coach K did not say, “we are down a point,” rather, he emphatically stated, “we are going to win.” And they won.

In stark contrast to Coach K was Coach Knight. Brash, arrogant, pointed and profane. We watched two videos of him when he was accused of abusing his players and watched him defiantly defend himself. I absolutely would have feared being in the hallway with him in college. Then we watched video of him when he won his 880th game at Texas Tech. Still brash, arrogant and pointed, even stating how he knew some hated him and he did not care. But, as you watched him, you saw his passion for his team, his love and respect for them and admiration for what they had accomplished. You could see his commitment to excellence and to his values. One of his students tearily said his relationship with Coach Knight had changed his life like no one before. A dimension of leadership not dissimilar to Coach K. Not worlds apart as they had first appeared, but actually of the same world.

Dr. Nanda coached us through the session and explained along the way.

Effective coaching begins with what you value in life. Both coaches value and love their students, their institutions, their sport and excellence in everything they do.

It continues with conduct that is consistent and committed. Both are incredibly consistent in what they offer and what they expect of others. They live what they say and are completely authentic.

And their leadership is game on. They don’t just coach when there are 2.1 seconds left. They live in a constant state of leadership. Leadership is their heart, soul and passion.

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Jackson Spalding hires five professionals

Apr
19

Written by: Jackson Spalding

Jackson Spalding is busting at the seams. In fact, we’ve hired five new professionals in 2011 to support our expanding public relations, marketing and creative services.

At last count, we now have more than 60 people in our Atlanta office, 10 people in Athens and five in Dallas.

Here’s a quick look at the new hires:

Atlanta native Matt Scofield joins Jackson Spalding after serving as a Senior Account Executive at Hope-Beckham, Inc., an Atlanta-based public relations agency, for five years.  Prior to that, he assisted with business communications and management at McKenna Long and Aldridge LLP in Atlanta. Matt will bring his knowledge and expertise to multiple accounts including Rogers Electric, McKenna Long and Aldridge, Western Pest Services, and Cousins Properties.  Matt graduated summa cum laude from the Grady College of Communication at The University of Georgia.

Ashton Staniszewski, a native of Sarasota, Florida, joined the firm full-time after serving as a Jackson Spalding intern.  Ashton graduated from Berry College with a degree in communications. In addition to his work on the Orkin Residential account, Ashton serves as the firm’s first in-house photographer, shooting events, headshots and products. He is also a talented videographer who will assist the production team with client multimedia projects.

Eleanor Sams joins the creative team in our Athens office. Eleanor is a seasoned graphic designer whose clients have included some of the most recognizable brands in Atlanta and NE Georgia. She will bring her expertise in graphic design, web application and development to JS Creative.  Eleanor is a native of Rome, GA who graduated cum laude from The University of Georgia. Find Eleanor on Facebook and Twitter, @esamscreative.

Jonathan McGinty joins the communications team in Athens full-time after freelancing with the firm. His prior experience includes work for UGA’s Franklin College of Arts and Sciences and the Georgia Museum of Art.  Earlier, he was the Assistant News Editor for the Athens Daily News & Banner Herald. He will work on teams supporting the University of Georgia’s (UGA) College of Public Health, the Stadion Athens Classic at UGA and several golf product lines.  Jonathan is a native of Augusta who also graduated from The Grady College at UGA. Find Jonathan on Facebook and Twitter, @johnemcginty.

The Jackson Spalding Dallas office has also expanded with the addition of Erica Martinez to its public relations team. She comes to Jackson Spalding after serving as the public relations manager for The Fairmont Dallas, growing media relations outreach and implementing a social media strategy for the luxury hotel. Prior to this, Erica worked for Expedia, Inc. as the customer marketing coordinator and hotel evaluator. She will work on a number of accounts in the Dallas office, including Primrose Schools, Chick-fil-A and The Fairmont Dallas.  Erica graduated from Texas Tech University and earned her Master of Science in public relations from Texas Christian University. Find Erica on Twitter, @eddiemart.

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Say Hello…With Conviction

Feb
3

Written by: Glen Jackson

Okay, a quick question as we start the new year:

How are your hellos and goodbyes?

Something to focus on in 2011 is how you greet people and how you say goodbye. It says a lot about you or a leader’s genuine warmth and the heart of your business.

We have our share of visitors to JS every week — clients, prospective clients, community leaders, family and friends.

The first hello has extra weight bearing. Using the person’s name in the greeting and giving a warm smile goes a long way. It’s about having a common touch and putting the person at ease. Making them feel like your office is their home, too. Take your time with the hello and do it right. A key is just slowing down the speed of the conversation to build rapport and strengthen the relationship with the initial greeting.

The same goes with goodbyes. After a meeting you have led, give a warm thank you to every person as they leave. People remember the last thing that happened in a meeting – make that last impression heartfelt and meaningful.

On the flip side, when you begin a meeting as the leader, think it through and set the right tone. Give a sincere hello to each person before focusing on the agenda. Have the written agenda crystal clear, but know as the leader how you kick off the meeting will determine much of the agenda’s success.

The best leaders are masters at hellos and goodbyes. Henry Cloud, one of my favorite leadership authors, says that “great leaders grow not just results but people, too. If your leadership is sound, not only are you hitting the numbers, but you are also lifting the team to experience more health, more growth, more success, and an upswing in fulfillment as a result of being on this journey with you.”

As we all begin the 2011 journey, let’s make our hellos and goodbyes really count. That’s what great leaders do.

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If your message is important, be direct

Aug
31

Written by: Trudy Kremer

A friend and client of mine recently linked me to a Nightline story about shock-and-awe PSAs.  The story is about how PSAs are getting grittier to get your attention.  I have to admit — the one about teen texting and driving stuck with me.  It graphically depicts teenagers in a car accident.  Blood and glass flying everywhere.  I cannot shake it.  Watch it.  You won’t be able to shake it either.

The Georgia Meth Project is taking a similar approach. Have you seen the billboards around town or the ads on TV?  They have a big goal — to stop thousands of people in Georgia from ever trying meth.  Can they accomplish it without a big dose of reality?

As we raise the bar on what and how we communicate, I often wonder if more subtle forms of communication are getting lost in the clutter.  Can we still roar with a whisper?  Can we motivate change without telling it like it really it is?

The other day I was driving (OK, so now you know where I get most of my ideas), and I drove under a digital sign that said “Smog alert — Use alternate transit!”  I drove by this sign all summer and thought nothing of it.  But later I thought what if it said, “You are polluting — get on a bus!”  Or better yet, “If you want your child to be able to breathe — carpool!”  That’s right.  Go ahead point your digital finger at me.  Maybe I will make a change.

I had an opportunity to visit a homeless relief center called City of Refuge in Atlanta and meet the director, Bruce Deel.  He uprooted his family to move them to the zip code synonymous for crime in Atlanta.  The highest number of murders, rapes, drug deals happen in 30314 every day.  He has been robbed more than 40 times.  He did not sugar-coat the story.  He did not just tell the nice parts.  He told it like it is.  And he has motivated change where there was no change in Atlanta.  They provide shelter, job training, rehab programs and are building an enormous medical center on a site where there was desolation before.  I suspect a lot of this progress was through Bruce’s ability to persuade, be genuine and tell it like it is.

How do we motivate change through words? When we don’t motivate change, is it because we are beating around the bush?  How direct is too direct?

In a world where there is value placed on 140 characters to communicate, is the best route to go straight for the jugular?  In the blink of an eye, I am already over my character limit.

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Leaked Toyota memo brings attention to crisis communication

Apr
9

Written by: Jackson Spalding

Caroline Duffy spent part of Thursday afternoon with WSB-TV reporter Jim Strickland.

Jim wanted to understand what steps a company should take during a crisis to communicate with the public. Of course, he also wanted to know if Toyota’s reputation has been damaged by the disclosure of the leaked memo.

The memo regarding acceleration problems says, in part, “We are not protecting our customers by keeping this quiet .”

We were honored that Jim thought of Jackson Spalding when he needed a professional opinion on crisis communication.

Watch the WSB-TV video here or download the full memo as a PDF file here.

There’s a lot more we can say about crisis communications that doesn’t fit in a local news report, so send us your questions or keep reading JS Thinkstand.

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The simplicity of one

Mar
11

Written by: Trudy Kremer

Three months ago I was driving in Atlanta near 14th street. I looked up at a bilboard. It was stark white and had only black letters that said, “Google Puppy Mills.” No images, no paragraphs, just three words. Right in the middle of Midtown’s suits, starbucks and skyscrapers — a simple message that beckons a call to action.

That was three months ago and I have been thinking about it ever since. And I don’t have a dog. Heck, I don’t even have a pet. It was something about the simplicty of message that cuts through the clutter and made me stop to think. I don’t have to Google the words “puppy mills” to create a horrifying image in my mind.

In our daily communications as business leaders, we tend to clutter our messages, cram too much information in, to paint with a big fat heavy paintbrush and not a fine-pointed Sharpie. And our message gets lost.

Traditionally we have been told to stick to three points. Why not a single point? A single image? A single word? If your main message does not fit on a Post-It note, you are probably saying too much.

I Googled “Puppy Mills.”  Believe me. You don’t want to. But you don’t have to. You got the message in just three words.

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Vision comes in many forms

Mar
3

Written by: Pat Hill

Mike Hanson

Mike Hanson

Today, a blind hiker started up the 2,174-mile Appalachian Trail – solo. Mike Hanson will use GPS to tell him where he is and what’s around him and a white cane to tell him about obstacles and hazards. That’s it.

This guy’s got guts.

I logged onto Mike’s site, www.blindhiker.com, to learn about his journey, only to find a surprise: Not only are Mike and I the same age, we had very similar births: both born premature. In Mike’s case, he lost his eyesight due to receiving pure oxygen, which destroyed both his retinas. In my case, I lost my twin  brother, Paul. How different life can be, in an instant.

It took Mike over a year of preparation to get to today. Imagine if we, in our daily lives, had the same vision for the future, then boldly strode forward on our own journeys.

Today, be the blind hiker.

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Give DTUs, not IOUs

Mar
1

Written by: Glen Jackson

DTUs are the antithesis of IOUs.

DTU is my shorthand for Do the Unexpected, a rule that I’ve committed to follow in 2010.

When you have an IOU, you do it because you have to — it is simply expected or required. “I’m going to the basketball game today with a client because he’s a big Hawks fan. Duty calls.”

When you have a DTU mindset, you act because you really want to. You genuinely want to perform a selfless act the right way and make a lasting impression.

Companies that are preeminent always do the unexpected. When you do the unexpected, your client very rarely forgets it. Often they tell others about what happened and word spreads. More importantly, relationships deepen.   “Our client was surprised to find a jersey signed by hometown hero Josh Smith in his office before tonight’s game.”

Unfortunately, in many businesses today, doing the unexpected is a lost art. I tend to blame the leaders of these organizations. Leaders are teachers. If they don’t lead with a DTU mindset and fail to teach others, the IOU mentality sets in.

Here are DTU opportunities to take advantage of today:

  • Write thank you notes by hand and deliver promptly
  • Remember client anniversaries and celebrate significant milestones with them
  • Offer your office conference room to a key VIP business or community contact who needs to meet off-site — surprise the contact by picking up lunch for her and her team
  • Provide a gift for new clients for the first meeting
  • Take part in a service activity with a client or make a donation to a non-profit supported by your client.

Make 2010 the year of the DTU. You won’t regret it, and your DTU recipient will never forget it.

Do the unexpected and you will receive the unexpected.

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Opportunity: See it! Seek it! Seize it!

Feb
28

Written by: Glen Jackson

At my house, sometimes to the chagrin of my youngest daughter, especially during the winter months of the school year, we call the alarm clock the opportunity clock. When it goes off for the day, opportunity knocks.

I think the opportunity formula is simple. See the opportunity. Seek the opportunity. Seize the opportunity.

See it! Seek it! Seize it!

See the opportunity is the identification phase.   How does it start?  It begins with reflection, conversation and direction.  Take time to reflect on what opportunities you see in your firm or business. Really reflect and dig deep. Then, once you have seriously thought about the opportunity you have identified, get outside perspective. Ask people inside and outside your organization whom you trust what they think about what you’ve put your finger on.  Listen to their comments and advice. Ask them for direction. This is a kind of “what would you do in my shoes” moment. From there, nail down some goals and hold yourself accountable.

Once you see the opportunity, seek it with all you’ve got. This is the action phase. More than anything else, it requires pursuit and patience. Every opportunity worth waiting for requires patience. One of the constant themes in successful business careers is the person achieving his or her goals stayed resilient in their pursuit and kept on moving forward slowly but surely. The bottom line is to keep your nose to the grindstone as you work and pursue your opportunity with stamina. Don’t give up hope. Stay focused. Remember what you reflected on and keep your chin up and keep looking ahead.

So see the opportunity and then seek what you see. The next step is the breakthrough phase. Lots of attributes are needed here. Two in particular stand out  — leadership and risk taking.

Leadership and risk taking are complementary traits. Leaders see resistance and are determined to fight through the inertia they face. Risk taking is reward receiving. It means getting outside your comfort zone to stretch and grow.  Take risk to receive rewards. When you do, you will grow as a leader and you will seize the opportunity.

What happens if you don’t seize it the first time?  Keep trying.

Last week while on a flight to Washington D.C., I sat next to a sergeant in the Marine Corps. He did three tours in Iraq and one in Afghanistan.  We struck up a meaningful conversation.

Before we landed, he reached into his wallet and said, “I want to give you this, sir, before we land.”

He gave me a small, worn card.

“I have had this with me for all my tours. I want you to have it now, sir.”

Printed on the card is the Marine’s prayer. As you would expect, this prayer is moving, very powerful. Two sentences in the middle of the prayer remind us never to stop seizing:

“If I am inclined to doubt, steady my faith. If I shoud miss the mark, give me courage to try again.”

See it! Seek it!  Seize it!

Opportunity knocks. The opportunity clock sounds.

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