U.S. Marines Change Outdated Dress Policy with Outdated Message

In a decision that feels so 1990s, the U.S. Marine Corp is allowing women to choose whether they wear hosiery with their long skirts. The announcement may sound strange for those of us outside the military and might interest both military and civilian students.

A spokesperson admits, “Within the spirit of common sense, our Uniform Board recommended a change to the policy that required women to wear hosiery with skirts. Hosiery is now optional." The message looks like what it is: a military communication. With what appears to be a typewriter font, the message uses no pronoun and scarcely an actor, for example, “Effective immediately, the wear of hosiery with skirts is optional.” The numbering, which we also see in legal briefs, is odd, with paragraphs lined up as though they have equal weight and no relation to one another. I wonder how this message was distributed.

Although we encourage business communicators to explain the reason for changes, I find this one a bit defensive and obvious: “When hosiery is not worn, shoe liners or no-show socks will be to be worn [sic] for hygienic purposes and to avoid abrasions or blisters caused by direct contact and rubbing between the foot and shoe.” For color guidance, no explanation is given and perhaps none is needed: “Hose, when worn, should harmonize with the natural skin tone of the individual.” Maybe “blend” would be a better word choice?

The Marines are the last to cave to such lax standards. In 2022, the Air Force made hosiery optional for women and softened other rules, such as allowing scalp tattoos (for men only, which seems inconsistent to me). In 2021, the Navy changed its standards (with photos!) in 2021. Students may enjoy comparing these messages.

The Navy photos, at right, look funny to me, something out of a 1960s Sears catalog. But they use “flesh tone” for color, which seems a better choice than “harmonizing.” I find the message format—showing a series of entire “deleted” policies and then the “added” policies—inefficient and confusing. A better choice would be simply showing the revised text highlighted or in another color (not necessarily flesh tone). Students will have other ideas.

Does a Brand Have a Soul? Does Starbucks?

Starbucks Founder Howard Schultz wrote a letter to Board about preserving the “soul” of the brand. Students can analyze his letter and discuss whether a company or a brand has a soul. Does Starbucks?

The context of Starbucks’ unionization efforts likely drove Schultz’s thinking. (All three Starbucks in Ithaca, NY, have come and gone because of unionization efforts, the company’s response, and local backlash. Costco may be a better role model for accepting and negotiating with unions. A useful project for students would be to analyze the effects of unions in the past several decades.)

Schultz writes that this definition of soul is from Webster, but it doesn’t match what I see in the dictionary listing, which is worth comparing. Here’s his list:

a) the moral and emotional nature of human beings
b) the quality that arouses emotion and sentiment
c) spiritual or moral force

Schultz then writes, “Webster did not anticipate the necessity to define soul in business terms for the very reason I am addressing it. It rarely exists, and it’s almost impossible to define.” Or, perhaps a business or brand cannot have a soul. Perhaps his view is an overreach, reflecting the exact arrogance for which Starbucks is criticized. After all, the company sells coffee. This is a cynical view, and students may believe, or feel, otherwise.

Also worth analyzing is the purpose of the letter. What are Schultz’s communication objectives? In addition to the Board audience, he forwarded the letter in an email to those of us on his former Schultz-for-president distribution list. After reading the letter, will the Board feel inspired, and if so, to do what, exactly?

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President Biden's Foray Into TikTok

President Biden needs to connect with younger voters and prove wrong the justice department’s label of him as a “sympathetic, well-meaning, elderly man with a poor memory.” But is TikTok the right platform?

His new account, bidenhq, is managed by his campaign staff, not by him personally (in case that isn’t obvious). The profile picture of Biden—with explosive, red-light glasses—might not be the image he wants to portray. If I didn’t know this was real, I might think it was a parody account.

The account is a strange mix of videos. Of the 20 videos posted so far, 12 are about former President Trump, and two compare Trump and Biden. Some of them show Trump “confused on stage” and describe Trump as “rambling incoherently.”

In the first video posted on the account, Biden is doing his best to be cool. In a clearly edited, fast-paced Q&A, Biden answers popular-culture questions. The caption reads, “lol hey guys."

During his first show back as The Daily Show host, John Stewart found his target. In addition to multiple jokes about both candidates’ age, he showed a clip from that first TikTok video. When asked whether he prefers Jason Kelce or Travis Kelce, Biden said, “Mama Kelce. I understand she makes great chocolate chip cookies.” Stewart made him look silly and, as always, the clip out of context looked worse.

At this point, the account has 156.2k followers, not a great showing compared to, for example, Taylor Swift with 24.8 million. Although Biden wants to reach younger voters on TikTok, the medium is an odd choice. The app is banned on government-issued devices so, in a way, this feels like an integrity issue. Despite security concerns that prevent the president himself from having the app on a phone, he’s using the app for his campaign.

Taylor Swift's Missing Apostrophe

So few of us care about apostrophes—until Taylor Swift gets grammar policed. Maybe students would be interested in debating how her new album title is, or isn’t, punctuated.

We know the arguments. In The Tortured Poets Department, as it stands, without an apostrophe, poets is an adjective describing the department. A New York Times writer reminds us the same construction was used for Dead Poets Society (although he puts the album and movie titles in quotes; shouldn’t they be italicized?). With an apostrophe before the “s,” the department belongs to one poet; with an apostrophe after the “s,” it belongs to more than one.

I confess to delivering an Association for Business Communication presentation on the apostrophe a few years back. I was aghast and then became obsessed with an apostrophe in the possessive its in early drafts of the U.S. Declaration of Independence (see below). Not my best presentation but probably not my worst either. (Spoiler alert, as though you’re on the edge of your seat: Thomas Jefferson was what Bill Bryson called an apostrophist. The word is, after all, possessive. More here, by William Safire in 1986.)

In Taylor Swift’s case, consensus seems to be that poets as an adjective works just fine—and that Swift can do whatever she wants.

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Lyft CEO Takes Responsibility but Is Casual About Typo

Lyft CEO David Risher said “My bad” for a typo that caused shares to lift dramatically, and then fall. The error is a good example for students to see the importance of proofreading, and the company response illustrates accountability, to a point.

An extra zero found its way into a quarterly earnings release, so the company reported growth of 500 basis points (5%) instead of 50 basis points (.5%) for the year, indicating a higher margin from bookings. The error still appears on the release. A statement was added to the top, which is an appropriate way to correct an error, rather than simply changing the original:

SAN FRANCISCO--(BUSINESS WIRE)-- Fifth bulleted list, third bullet of release should read: Adjusted EBITDA margin expansion (calculated as a percentage of Gross Bookings) of approximately 50 basis points year-over-year. [instead of Adjusted EBITDA margin expansion (calculated as a percentage of Gross Bookings) of approximately 500 basis points year-over-year.].

Lyft leaders do what we expect leaders to do: They are accountable for errors. The CFO first announced the mistake on an earnings call, and the CEO took a Bloomberg Technology interview.

Risher’s word choices and speech patterns are interesting to watch. He uses colloquial speech to say, “My bad,” but then, within a second, transitions with the time-honored “but” to enthusiastically compliment the company’s good work. He also uses the classic crisis communication strategy of downplaying, as though the error is no big deal. Apology criteria include acknowledging the impact of the mistake, which he failed to do. People made investment decisions based on bad information and lost money. Typos happen, but this one caused an errant $2 billion in market cap.

The first interviewer pushed, asking whether they used AI to create the release. Risher laughed and said “no way.” Another interviewer asked whether the CFO “is safe.” Risher responded, “It’s an unacceptable error, but . . . the team is taking it super-seriously.” That’s good, but Risher didn’t present it that way initially: His word choice and demeaner don’t match the seriousness of the event.

Of course, Risher’s response could be worse. He could not take an interview, or he could blame the CFO or others, who are ultimately responsible for proofreading. Instead, he said he’s ultimately responsible for all company communication, which is true.

FAFSA and Other Form Problems

A parent describes his experience completing the “simplified” Free Application for Federal Student Aid (FAFSA), which was supposed to be easier than the old college financial aid form but still illustrates business communication problems.

The parent received only intermittent access a couple of months after the form was planned to be available. He complimented the clean design, friendly user interface, and fewer questions than on past forms. The biggest issues seems to be that the promised “soft launch” was half-baked—too late, not consistently available, and buggy. He suggested waiting until next year, when it could be fully available in the summer to give families more time.

The Federal Student Aid department’s launch announcement warns people not to “fill out the form immediately when the soft launch period opens” and includes a long list of potential problems. So the reporter might have headed the advice.

Form changes are guided by the FAFSA Simplification Act, which the U.S. Department of Education explains in a message to an unclear audience. The process introduces a new acronym (SAI), and the message is repetitive and includes information that possibly no audience would find useful, for example,

This data exchange has been made possible by the Fostering Undergraduate Talent by Unlocking Resources for Education Act (FUTURE Act), which we’ll implement alongside FAFSA simplification starting with the 2024–25 award year.

Students might rewrite this message to an audience of students and their parents, explaining just a little of the rationale for the changes but focusing primarily on the benefits and what to expect. To the department’s credit, a virtual assistant is offered with links to other pages. Students also could analyze communications on this page, whose audience is more clearly parents and students. But I find the video slow and devoid of information.

Communication Issues Around Harvard President Resignation

Harvard President Claudine Gay resigned after weeks of pressure and speculation. The communication issues around this situation are too weighty to properly cover in one blog post. But here are a few angles if faculty want to venture into the topic with students.

  • Bill Ackman’s calls for Gay’s resignation were the most fierce, and his antagonism started before October 7. His long, celebratory post provides his version of Harvard’s failings, including its DEI programs, and suggests that the entire Board resign. We see his business perspective, comparing university growth to business standards. He also writes, “I would suggest that universities should broaden their searches to include capable business people for the role of president.” I don’t categorically disagree, but I wonder whether he has anyone in mind.

  • Gay’s resignation letter is short and polite. She shares “Personal News” and closes with a forward-looking sentiment:

    “As we welcome a new year and a new semester, I hope we can all look forward to brighter days. Sad as I am to be sending this message, my hopes for Harvard remain undimmed. When my brief presidency is remembered, I hope it will be seen as a moment of reawakening to the importance of striving to find our common humanity—and of not allowing rancor and vituperation to undermine the vital process of education. I trust we will all find ways, in this time of intense challenge and controversy, to recommit ourselves to the excellence, the openness, and the independence that are crucial to what our university stands for—and to our capacity to serve the world.”

  • The Corporation’s letter is similarly diplomatic, thanking Gay for her “deep and unwavering commitment to Harvard and to the pursuit of academic excellence.” They criticized her attackers:

    “We do so with sorrow. While President Gay has acknowledged missteps and has taken responsibility for them, it is also true that she has shown remarkable resilience in the face of deeply personal and sustained attacks. While some of this has played out in the public domain, much of it has taken the form of repugnant and in some cases racist vitriol directed at her through disgraceful emails and phone calls. We condemn such attacks in the strongest possible terms.”

  • Al Sharpton is one of many who also defended Gay and criticized Ackman directly, announcing a protest outside his office. He blamed racism: “This is an attack on every Black woman in this country who’s put a crack in the glass ceiling. It’s an assault on the health, strength, and future of diversity, equity, and inclusion . . .”

  • Gay’s opinion essay in the New York Times describes racist attacks against her and the bigger picture of her experience. She defends her scholarship, emphasizing that her research and the contribution of her work were never at question. She discusses courage, a character dimension worth talking with students about in their own communication.

  • Gay’s plagiarism might deserve class attention. Examples of minimally rewritten passages in her work could serve as a teaching tool about standards for business communication and other students. This might also serve as an opportunity to put the criticism in context, as she does herself in the NYT piece.

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CMU's Response to Antisemitism Lawsuit

A Carnegie Mellon University graduate student of architecture filed a lawsuit alleging antisemitism, and the university’s response could be improved. The federal complaint describes incidents since 2018, including a professor’s actions and comments to the student and the student’s reports to the DEI office and the Title IX office, which she says discouraged her from filing a formal complaint.

The university’s response sounds like ChatGPT wrote it. The president uses well-worn phrases for these types of statements, as if they were pulled from those who had faced similar situations, regardless of whether the response was well received or ethical. The most glaring sentence is, “We take these allegations very seriously, are reviewing them closely and plan to respond appropriately.” Of course they do and they will. This is no great statement of accountability: the university has little choice after receiving a federal complaint.

“Values” appears three times in the short statement, the last one linking to the university’s “shared values” that no one but me will read. If they did, they would see that all eight values could appear on any university’s website—or that of most for-profit, non-profit, or governmental organizations.

I am sympathetic. University presidents are leading in extremely challenging times, when no answer, no action will satisfy everyone. This has always been true for organizational leaders, but now seems particularly rough. Related: I found Sophia Rosenfeld’s article, “I Teach a Class on Free Speech. My Students Can Show Us the Way Forward,” to be a poignant, hopeful summary of the current situation.

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BP Focuses on Misleading Statements, Not Relationships

BP is unusually blunt in publicizing the results of an investigation against the former CEO. But the focus is on misleading, not inappropriate relationships.

I analyzed a previous statement about this situation in which the Board used softer, ambivalent language:

Mr Looney has today informed the Company that he now accepts that he was not fully transparent in his previous disclosures.  He did not provide details of all relationships and accepts he was obligated to make more complete disclosure.

This recent statement holds little back:

Following careful consideration, the board* has concluded that, in providing inaccurate and incomplete assurances in July 2022, Mr Looney knowingly misled the board. The board has determined that this amounts to serious misconduct, and as such Mr Looney has been dismissed without notice effective on 13 December 2023. This decision had the effect of bringing Mr Looney’s 12 month notice period to an immediate end. [The asterisk refers to a note about the interim CEO.]

In detail, the board describes compensation decisions, which amount to the CEO forfeiting about $41 million. Some compensation from 2022 also will be clawed back.

I am curious about the board’s reasoning. “This amounts to serious misconduct” refers to his misleading the board, not the relationships. Are these not also considered misconduct? Or are they just harder to prove—or to talk about?

I also note that the board avoids saying Looney “lied,” which means making a false statement. Wasn’t that the case? “Providing inaccurate and incomplete assurances” sounds like lying to me—maybe not the “incomplete” ones but the “inaccurate” statements. “Mislead” sounds more professional, subtler, which makes the news release blunt, but not that blunt.

Goldman's PR Problem

On the podcast The Prof G Pod, Scott Galloway discusses how the media portrayed the end of an Apple-Goldman consumer finance partnership. He blames Goldman communication staff for the poor reflection on the company.

From about 19:15 to 25:00 on the segment, “Goldman and Apple Part Ways” [NSFW], Galloway and cohost Ed Elson describe how the story was framed in inflammatory headlines, for example, WSJ’s “Apple Pulls Plug on Goldman Credit-Card Partnership” and Business Insider’s “Apple Wants to Cut Ties with Goldman Sachs.” They say the headlines are surprising because Goldman initiated the split, not Apple.

Galloway provides two reasons for the slant. First, he blames Goldman for not managing the message. He said, “Quite frankly, the comms people at Goldman didn’t do their job.” He also said, “The core competence now of every CEO has to be storytelling.” Second, he said the media tends to favor Apple.

They also discussed what gets read. Ed Elson asked for ChatGPT’s help in writing headlines to get clicks, and the results were similar to those published.

Despite Galloway’s usual cursing, the segment is useful for students to learn about corporate communication, particularly the importance to company valuation.

Words of the Year

Every year, Oxford University Press and Merriam-Webster identify a “word of the year,” arrived at in different ways. This year’s winners are “rizz” (slang for charisma) and “authenticity,” respectively.

Oxford University Press describes the word of the year:

The Oxford Word of the Year is a word or expression reflecting the ethos, mood, or preoccupations of the past twelve months, one that has potential as a term of lasting cultural significance.

Oxford University Press’s process is more extensive than Merriam-Webster’s. The Word of the Year website, which updated a couple of days after the word was announced, asked the public to “Help us choose the four finalists, before the final word for Oxford Word of the Year 2023 is revealed by our language experts.” About 30,000 people voted on word pairings, for example, “Swiftie” vs. “de-influencing,” and “rizz” vs. “beige flag.”

On an FAQ page, the organization answers the question, “How is the word chosen?”:

The candidates for the Word of the Year are drawn from evidence gathered by our extensive language research program, including the Oxford Corpus, which gathers around 150 million words of current English from web-based publications each month. Sophisticated software allows our expert lexicographers to identify new and emerging words and examine the shifts in how more established words are being used.

Dictionary editors also flag notable words for consideration throughout the year and use other sources of data to identify contenders.

We regularly take into account the many suggestions sent to us via social media.

The final Word of the Year selection is made by the Oxford Languages team on the basis of all the information available to us.

How Merriam-Webster chooses the word of the year is more data-driven and relies only on the dictionary’s searches, which we might expect given the source:

A high-volume lookup most years, authentic saw a substantial increase in 2023, driven by stories and conversations about AI, celebrity culture, identity, and social media.

After digging for more information about the selection process, I found a 2018 video titled, “Behind the Scenes.” An editor-at-large provides a little more detail: “Merriam-Webster’s word of the year is determined by our online dictionary lookup data. The word must show both high volume of traffic and show year-over-year increase in lookups at Merriam-Webster.com.”

With its multiple, nebulous meanings, authentic, or authenticity, would inspire questions. The increase in searches particularly makes sense given one of the runners-up, deepfake. But the selection process could be more “worthy of acceptance,” one of the dictionary’s definitions of authentic.

New Baffling Comms About OpenAI Leadership Shuffles

Even the best communication can’t contain this much damage. The OpenAI saga, starting with the surprise firing of the CEO, illustrates the power of employee activism and the importance of communication planning.

The OpenAI board’s poor planning and decision making have led to angry investors, the loss of several key leaders and, as of now, more than 700 additional employees threatening to quit if the board doesn’t resign. The petition was fueled by employees posting on X, “OpenAI is nothing without its people.”

Employees have power because of their numbers and because of Microsoft’s promise to hire them, according to the signed letter. However, they also demand that Sam Altman and Greg Brockman be rehired, which may be unlikely since Microsoft quickly hired the pair to start a new subsidiary. In a 2:53 am, cover-all-bases tweet, Satya Nadella expressed continued confidence in the OpenAI team, and then slipped into the same paragraph Microsoft’s hiring of OpenAI’s two outsted leaders to start the new venture: “And [by the way] . . . .”

The employees who may join them include Mira Murati—the first to sign the letter—who was appointed interim CEO and replaced within two days. The biggest surprise might be #12 on the list—Ilya Sutskever, whom earlier reports blamed for the termination decision. Sutskever’s “regret” tweet doesn’t quite take responsibility, focusing on his “participation” (and if he were just following along) and his intention (which scarcely matters compared to the impact):

I deeply regret my participation in the board's actions. I never intended to harm OpenAI. I love everything we've built together and I will do everything I can to reunite the company.

Further confusing those of us on the sidelines—or perhaps simply displaying an impressive swell of forgiveness—Altman replied with three heart emojis.

One obvious lesson for business communication students is to think carefully before making major changes. Faculty teach communication planning that considers who needs to know what information and how each audience might react to the news. The board clearly underestimated negative reactions by investors and employees.

As this circus continues, I’m sure students will learn more about what to do and what not to do when communicating change—and making good business decisions.


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Hyatt's Bad-News Message to BCom Faculty

Association for Business Communication members woke up to a cold shower during the annual conference and later received a note from the director of operations. Naturally, we analyzed this message against principles for delivering bad news. I admit to “geeking out” on this one.

Strengths

  • The director of operations took responsibility for the issue and had a personal note delivered to every room. (I don’t know what time because I had left my room after getting what might have been the last warm shower at 6:20.)

  • Dietel mentions the news up front (despite older advice of using the indirect approach and putting bad news at the end), which is appropriate for the audience and situation.

  • He explains what happened (beyond the hotel’s control, so he won’t get blamed) and tells guests not to expect warm water for “several hours.”

  • He apologizes, noting, “this is very inconvenient.” (What else could he say?)

  • He provides staff contact information by phone and his direct email. He doesn’t shy away from customer complaints.

Areas for Improvement

  • The first sentence is confusing: Who is notified? The city steam plant? No, guests—or “you.”

  • To bring main points even more clearly up front, some version of the last sentence of the first paragraph—when guests can expect hot water—would work better.

  • The reason includes more detail than guests might care to know. I would make it more concise: “a disruption at the city steam plant.”

  • “Several hours” could be defined, but that might not be possible. Deitel says the disruption has been “restored,” and we’re waiting for “the necessary steam.”

  • Correct punctuation and proofreading are always appreciated; commas, hyphens, and “The city” instead of “They city” would increase credibility.

  • Maybe a text would have worked better to save paper and provide an easy way to notify people when the hot water returned. Otherwise, given the “several hours” prediction, guests would have to keep testing it. Don’t all guests provide a phone number when they check in? Or maybe the hotel favors paper for the appearance of more personalized service (like a handwritten thank-you note compared to an email).

Business communication faculty—including me—will dissect any message. But overall, the message is a good example of a director of operations leading: taking responsibility, communicating, and dealing with the repercussions. I hope no guests called or emailed. In a situation like this, the hotel staff can do very little.

University-Related Communications and the War

If you’re speaking with students about communications around the Israel-Hamas war, here are a few ideas, and students will probably have their own examples that didn’t make national news.

Protests and Free Speech

In addition to student protests at universities, a few well-publicized examples have raised questions about faculty and staff behavior—and about free speech. Students can analyze one or more of these situations and the university’s response. This is a particularly good activity to challenge students to evaluate their sources and to consider all the possible choices and repercussions for the university.

  • Yale: A professor of American studies, tweeted, “Settlers are not civilians. This is not hard.”

  • Cornell University: An associate professor of history says on video that the “challenge” by Hamas was “exhilarating” and “energizing.” (See his apology, which students can compare to criteria in Chapter 7 of Business Communication and Character.)

  • Stanford: A lecturer apparently separated Jewish students in class as an example of what Israel does to Palestinians and called an Israeli student a “colonizer.”

Criticism of Ivy League Statements

Some universities have revised or supplemented their original statements. Students can analyze messages to identify changes, for example, taking a clearer stand, including more emphatic language, adding personal reflections, more clearly distinguishing between Palestinian support and the Hamas attacks, etc. Students can discuss how effective the revisions or add-ons are and whether they satisfied critics. Students also may consider what character dimensions are illustrated, or not. Here are a few statements:

Stanford University
Statement about support and resources for students as crises unfold worldwide” (Oct. 9)
An update for the Stanford community” (Oct. 11)

Cornell University
Response to the terrorism in Israel” (Oct. 10 and updated later that day)
Supporting one another as we stand against hatred (Follow up on events in Israel)” (Oct. 16)

Harvard University
See the series of statements, including the original on Oct. 9, the follow-up on Oct. 10, and the president’s video on Oct. 12 (shown here).

Donors Pulling Funding

Related to the criticism of elite colleges, this article provides examples of donors pulling funding based on universities’ responses. Discussion questions could include the following: How do funders explain their decision? What reasoning or evidence do they provide? What do funders say they want in return? How effective do you believe this strategy will be?

Joint University Statement

Leaders of Yeshiva University, University of Notre Dame, United Negro College Fund, Baylor University, and others issued a joint statement, “We Stand Together with Israel Against Hamas.” Discussion questions could include an analysis of the statement (what’s said and what’s missing), why some leaders would choose to sign this statement and others would not, and how Baylor’s fuller response provides context for the university’s decision to sign.

Firms Denying Jobs

Pershing Square Capital Management CEO Bill Ackman called for Harvard students who signed the pro-Palestinian statement to be revealed, so he wouldn’t “inadvertently hire” them. The CEO of Sweetgreen and others agreed. A law firm rescinded job offers to three students who had signed statements. Discussion could include students’ thoughts about these decisions. What ethical questions are involved? What character issues are at play? What are the possible positive and negative consequences to leaders who make these public statements—and decide not to hire certain job applicants? Here’s one opinion on Ackman for students to discuss.

Comparing University Statements About Israel

As an in-class activity or assignment, students can analyze and compare what university officials are saying about the conflict in the Middle East. Here are a few statements and, below, possible questions for discussion. The Harvard situation is particularly charged. The university is facing criticism because, despite issuing a statement supporting Israel, so far, it hasn’t responded to a post by 34 student organizations: “Joint Statement by Harvard Palestine Solidarity Groups on the Situation in Palestine.” (Update: The president posted a response on October 10.)

Statements

Brandeis University
Harvard University
Hunter College
New York University
The Rockefeller University
University of Connecticut
University of Miami
University of Washington


Questions for Discussion

  • Who are the primary and secondary audiences for the statement?

  • What are the communication objectives?

  • For each statement:

    • How does the writer describe the issue; for example, is it called a “war,” “conflict,” “tragedy,” “attack,” or something else?

    • What’s the significance of how the issue is described? In other words, how clearly does the university support a position?

    • How might the university’s mission, student population, location, and other factors affect the message?

    • How would you describe the tone? What language illustrates your characterization?

    • How do connections to the region affect the credibility of the message and the writer?

    • What resources are offered for students?

    • What does the message say about campus conduct and safety?

    • What, if any, action does the university promise?

    • How does the writer illustrate character dimensions, for example, compassion, accountability, integrity, or courage?

    • What else distinguishes one statement from another?

  • What universities are missing statements? Why might they choose to stay out of the conversation? Or are they just slower in responding, and why might that be?

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"Booster" Vaccine Communications

The U.S. Food and Drug Administration (FDA) recommended simplifying COVID-19 vaccine use, including nixing the term booster. The change is an uphill climb and offers lessons in change communication.

The FDA’s deck from January 2023 explains the rationale. The goal is “harmonizing the vaccine strain composition of primary series and booster.” In other words, to eliminate the need for and complications of multiple shots. Instead, the FDA and Center for Disease Control (CDC) want people to think of the COVID vaccine like a flu vaccine and to get a new one each year. The push to avoid the term booster started even earlier, when Stanley Plotkin, renowned physician who developed the Rubella vaccine, suggested the change:

My point, basically, was that calling them boosters implies that the first doses were failures.

Calling the third dose a booster is immunologically incorrect and also gives the wrong impression that somehow the vaccines failed when they could not really have been expected to give a long-lasting immunity from the first doses.

(Here’s an Atlantic article for a fuller linguistic discussion.)

Last month, CDC vaccine advisor Keipp Talbot said, "Bye bye, booster. We are no longer giving boosters, and it's going to be very difficult to stop using that word because that word has become pervasive.” The CDC’s and FDA’s latest webpages about COVID-19 vaccines don’t mention boosters but refer to “updated vaccines.” On New York’s site, we’re instructed to “Make an appointment for an updated COVID-19 vaccine,” but a page titled, “Booster Doses” still exists, likely for people searching for the old term. As Talbot warned, the change will take some time.

PwC Report for Students to Analyze

If you’re looking for a sample report with mixed text and graphics, “PwC’s 26th Annual Global CEO Survey: Winning today’s race while running tomorrow’s” is a good one for students to analyze. With open access, the report is designed as a webpage built around survey questions. Here are a few points to explore with business communication students:

Audience Analysis and Communication Objectives: As a public document, the report provides information for business leaders, but the primary objective is to market PwC’s work. The report starts with a hook: “Evolve or die, say 4,410 chief executives in our 2023 CEO Survey. But are they spending enough time on business reinvention? Many tell us no.” In other words, hire PwC to help you survive.

Organization: The introductory paragraph follows classic business writing principles: convey the main point (the conclusion or recommendation) and preview up front. The organization is clear in the last paragraph: “We’ve organised this year’s survey summary into nine tough questions—which naturally fall into three groups—about what it takes to operate in our dual-imperative world.” However, the sequence of groups and questions within them don’t follow a logic I can follow.

Writing Style: As expected for this type of report, the tone reflects a strong sense of urgency (“The race for the future”). Still, I find myself tripping over some sentences, like this one:

Last year’s optimism, reflecting hope that economic conditions would continue improving as the global pandemic eased, was dashed in 2022 by shocks such as Europe’s largest land war since World War II, knock-on effects like surging energy and commodity prices, and accelerating general wage and price inflation.

“Dashed,” “shocks,” “knock-on effects,” “surging,” “accelerating”—that’s a lot to take. Students also might have fun omitting extraneous words, for example, “Last year’s optimism, reflecting hope . . .”

Graphics: Of about 15 charts in the report, only one is a line chart. The other are rather traditional versions of bar and column charts but offer lessons in choosing stacked and other formats—ways to incorporate multiple data points.

Site Functionality: Report navigation is clear with the organizational structure in table format, shown above, and right-side mouse-over links. You might consider a report assignment that includes bookmarks within Word documents or PDFs that students can create easily. The downloadable graphics are a nice touch. Users get pages—with the PwC logo, of course—they can slip into any deck.

You’ll find other lessons in the report. Overall, it’s a good example of clear content, but, for me, the marketing purpose overshadows the message.

Murdoch's Email to Employees

In his email to employees, Rupert Murdoch announces his “transition to the role of Chairman Emeritus at Fox and News,” but he fails to mention what he’s leaving: both Boards of Directors.

His message confirms what news reports say: he’s going nowhere and will continue to wield influence. A Guardian columnist focuses on Murdoch’s “toxic legacy” and the political overtones of his note in which he criticizes “elites” “in cahoots” with the media. (Cahoots strikes me as an outdated term along the lines of no-goodnik. Both might be new to students.) With more defamation lawsuits pending against Fox, Murdoch also, again, defends the company’s reporting.

A New York Times article chronicles his successor’s “On-Again, Off-Again Relationship With the Family Business.” Unusual for these types of announcements, Murdoch says only about his third child, Lachlan, “[We] have truly talented teams and a passionate, principled leader in Lachlan” and that Lachlan “is absolutely committed to the cause [of freedom].”

Murdoch writes, “Neither excessive pride nor false humility are admirable qualities.” Yet real humility is an admirable quality—and required for a leader to step aside and let others lead. Instead, like Logan Roy in HBO’s Succession, Murdoch will hover until he dies.

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Dear Colleagues,

I am writing to let you all know that I have decided to transition to the role of Chairman Emeritus at Fox and News. For my entire professional life, I have been engaged daily with news and ideas, and that will not change. But the time is right for me to take on different roles, knowing that we have truly talented teams and a passionate, principled leader in Lachlan who will become sole Chairman of both companies.

Neither excessive pride nor false humility are admirable qualities. But I am truly proud of what we have achieved collectively through the decades, and I owe much to my colleagues, whose contributions to our success have sometimes been unseen outside the company but are deeply appreciated by me. Whether the truck drivers distributing our papers, the cleaners who toil when we have left the office, the assistants who support us or the skilled operators behind the cameras or the computer code, we would be less successful and have less positive impact on society without your day-after-day dedication.

Our companies are in robust health, as am I. Our opportunities far exceed our commercial challenges. We have every reason to be optimistic about the coming years - I certainly am, and plan to be here to participate in them. But the battle for the freedom of speech and, ultimately, the freedom of thought, has never been more intense.

My father firmly believed in freedom, and Lachlan is absolutely committed to the cause. Self-serving bureaucracies are seeking to silence those who would question their provenance and purpose. Elites have open contempt for those who are not members of their rarefied class. Most of the media is in cahoots with those elites, peddling political narratives rather than pursuing the truth.

In my new role, I can guarantee you that I will be involved every day in the contest of ideas. Our companies are communities, and I will be an active member of our community. I will be watching our broadcasts with a critical eye, reading our newspapers and websites and books with much interest, and reaching out to you with thoughts, ideas, and advice. When I visit your countries and companies, you can expect to see me in the office late on a Friday afternoon.

I look forward to seeing you wherever you work and whatever your responsibility. And I urge you to make the most of this great opportunity to improve the world we live in.



Lawsuits About Writing Used for AI Training

The list of authors suing AI companies for copyright infringement is growing, and students should understand the implications. One of the latest to file suit is George RR Martin, who might interest students because his novels inspired Game of Thrones.

An earlier petition, addressed to the heads of OpenAI, Meta, Alphabet, Stability AI, Microsoft, and IBM, explains writers’ position. In this open letter, hundreds of members of the Authors Guild call out the “inherent injustice in exploiting our works as part of your AI systems without our consent, credit, or compensation.” Similar to the striking screenwriters, this group is concerned about compensation and job loss.

What’s relevant to students is how their own work is used and where it might end up. A conversation about posting online isn’t new to students, but AI raises new questions about copyright and privacy issues. Students probably don’t need to worry about a investment report or customer-service letter developed for class, but they might think twice about uploading creative work that could be copied or a resume or cover letter that could be misused.

As the makers of ChatGPT, OpenAI leaders seem to be sympathetic to authors’ concerns. A spokesperson said, "We're having productive conversations with many creators around the world, including the Authors Guild, and have been working co-operatively to understand and discuss their concerns about AI. We're optimistic we will continue to find mutually beneficial ways to work together." We’ll see.

New Euphemism for "Feedback"

A WSJ article reports that “feedback” causes anxiety, so companies are using “feedforward” instead. The latest in corporate euphemisms, feedforward could soften comments on students’ writing and presentations, but I’m skeptical.

Attempts for gentler language for “negative” feedback are nothing new. Managers (and business communication faculty) typically use “areas for improvement,” “development areas,” or “constructive feedback.” Now, apparently, “feedback” is itself causing problems.

Other terms are emerging. Microsoft is using “perspectives” instead of “feedback,” “performance development” is replacing “performance management,” and “connect” session is replacing a “review.” How long before the patina of these terms wears off and they, too, become anxiety producing?

What’s the problem companies are trying to solve with new terms? On the surface, ”feedforward” is more accurate, emphasizing changes for the future, so I get it. But I have to question whether the term is the issue. Aren’t the real issues that people have difficulty facing what needs to change and that managers continue to struggle with delivering feedback? I’m a fan of Kim Scott’s work and book, Radical Candor, which encourages a supportive environment that makes difficult feedback easier to swallow.

For now, I think our student “tutorials” or “coaching sessions” are safe.

Image source