Missing Comma Causes Twitter Outpour
A New York Times book reviewer missed a comma, according to the book author, implying that she is married to her dog.
Ragan's PR Daily presents the situation as an example of how Twitter users with relatively few followers can make a large impact. With only 981 followers, one user received more than 2,700 retweets.
PR Daily also describes an issue of style:
The [Baltimore] Sun shrugged off the comma, but took issue with the Times' sentence structure:
[T]he reviewer's unfortunate implication rose not from failure to provide an uncommon comma, but from unthinkingly resorting to the ranging from construction.
A range, dammit, is a series of discrete bounded elements. From a to z and from soup to nuts describe the ranges of the alphabet and the dinner menu.
Discussion Starters:
- Why do you think this topic generated so much interest on Twitter? It's only a comma, after all.
- Do you think the comma is missing?
- What's your view of the "from...to" construction: harmless, overused, or something else?
Being "PC" Boosts Team Performance
When male-female groups were instructed to be politically correct, they more readily shared creative ideas. Published in Administrative Science Quarterly, a Cornell University study of 582 participants disproves what many believe about political correctness. According to Jack Goncalo, associate professor of organizational behavior in the ILR School, "Our work challenges the widespread assumption that true creativity requires a kind of anarchy in which people are permitted to speak their minds, whatever the consequence."
In the study, some teams of three were asked to be "politically correct" or "polite," while other teams received no instructions. Teams then generated ideas, and researchers tracked the number of unique ideas.
Goncalo summarized the results:
"[Political correctness] facilitates idea expression by reducing the uncertainty that people tend to experience while interacting with the opposite sex. The PC norm, by establishing a clear guideline for how to behave appropriately in mixed-sex groups, made both men and women more comfortable sharing their creative ideas."
Discussion Starters:
- What, if anything, about the study results surprise you?
- How does this affect your own participation in teams? Would you do anything differently?
Climate Change Management Linked to Higher Performance
A new report by CDP links climate change initiatives to higher corporate performance. The report starts with introductions by Hewlett Packard Chairman, President, and CEO Meg Whitman and CDP CEO Paul Simpson. HP has partnered with CDP, a non-profit organization that helps companies and cities measure, manage, and share information about environmental impact.
In the executive summary, the report highlights results of major corporations' initiaves to address climate change:
Our analysis shows that, on climate change management, S&P 500 industry leaders:
- generate superior profitability: ROE3 18% higher than low scoring peers and 67% higher than non-responders
- with more stability: 50% lower volatility of earnings over the past decade than low scoring peers
- grow dividends to shareholders: 21% stronger than low scoring peers
- exhibit value attributes attractive to equity investors
Although the results are impressive, the report warns that "correlation does not imply causation." Rather, the study authors conclude that top companies make climate change initiatives and communication a priority.
Discussion Starters:
- How is the report organized and formatted? Which principles from Chapter 10 are followed, and which are not?
- How readable do you find the report? Consider the audience and writing style throughout.
Virgin's Response to the SpaceShip Two Crash
Virgin Group has been defending the Galactic brand since the SpaceShipTwo crashed, killing the colot and injuring the pilot. Communications have been steady and varied from Virgin founder Richard Branson and Galatic CEO George T. Whitesides.
In a series of statements on its website, Virgin Galactic explained information as it was understood. Whitesides also held a press conference.
On its website, Virgin (the parent company) acknowledged the tragedy and described how the company was learning from the incident:
This is a very tough time for all of us at Virgin Galactic, The Spaceship Company and Scaled Composites, and our thoughts remain with the families of the brave Scaled pilots, and all those affected by this tragedy. We are determined to find out what went wrong and are working with the authorities to get that information. It is too early for me to add any details of the investigation at this stage. Read more.
In videos and interviews, Richard Branson expressed his continued confidence in the space program.
Discussion Starters:
- What are the main messages you take from Virgin's communications?
- Assess each message, including the company's webpage dedicated to the incident. Compare how the page includes text and graphics with the text-only statements.
Arguments over a $3,750 Bottle of Wine
When a diner at Bobbie Flay Steak at the Borgata in Atlantic City heard the price of a wine, he thought it was $37.50, not $3,570. The host asked Joe Lentini to order a bottle, and here's how he explained the situation to NJ.com:
"I asked the waitress if she could recommend something decent because I don't have experience with wine. She pointed to a bottle on the menu. I didn't have my glasses. I asked how much and she said, 'Thirty-seven fifty.'"
Lentini then tasted the Screaming Eagle, Oakville 2011, from the sommelier: "It was okay. It was good. It wasn't great. It wasn't terrible. It was fine."
Borgata executive vice president Joseph Lupo insists that protocol was followed:
"As the leading culinary destination in this region, we consistently serve as many, if not more high-end wine and spirits without incident. In this isolated case, both the server and sommelier verified the bottle requested with the patron."
Lupo also said:
"Due to these factors along with very detailed accounts from multiple sources regarding the incident, Borgata is confident there was no misunderstanding regarding the selection. We simply will not allow the threat of a negative story that includes so many unaccounted and questionable statements to disparage our integrity and standards, which Borgata takes great pride in practicing every day."
The wine list shows wines in the hundreds but plenty in the $30 - $50 range too. The Screaming Eagle was by far one of the most expensive wines in the restaurant.
Discussion Starters:
- Some believe the server should be held responsible. What do you think? Does seeing the wine list influence your thinking?
- What should guests do to avoid this situation? What should servers do?
Google Teaches Employees About Unconscious Bias
In talks and videos, Google is teaching its employees about unconscious bias. Puzzled by its lack of employee diversity, the company has identified bias as a possible contributor. SVP of People Operations Laszlo Bock is leading the effort based on research from Yale University, which found that, "science professors at American universities widely regard female undergraduates as less competent than male students with the same accomplishments and skills."
An employee video asks, "What would the world like like if everybody were aware of the stereotypes that they have and the biases that they have?"
The initiative, further explained on Google's blog, encourages people to take four steps to reduce bias:
- Gather facts.
- Create a structure for making decisions.
- Be mindful of subtle cues.
- Foster awareness. Hold yourself - and your colleagues - accountable.
Discussion Starters:
- Watch the video. What messages do you find useful, and which are not? What could improve the video for employees?
- What's your view of Google's approach? Will it help the company reach its objectives, in part, to increase the number of women in leadership positions?
Republicans Use Technology for the Election
Catching up to Democrats' use of technoloy in previous elections, the G.O.P. is making inroads this time.
In the 2012 presidential election, the Obama campaign had far more digital staffers and people analyzing voter data than did the Romney campaign. Since then, Republicans have been investing in analytics and a "Comms College" for social media interactions with the press.
The G.O.P. is also using mobile and web technologies to reach voters. With display ads, the campaign is sending pop-up messages to users on YourTube and browsing news.
With this mobile approach, the campaign is skirting issues of privacy and invasiveness. Catherine Tucker, a professor from the Sloan School of Management at Massachusetts Institute of Technology, told The New York Times. "If you're going to do this incredibly specific and intrusive form of advertising, the way you can make it successful is by making it feel less like advertising. You're sacrificing the pushiness. It has to feel like a conversation."
Discussion Starters:
- How would you react if you saw a pop-up ad for a political candidate?
- How could you further expand on and explain Professor Tucker's advice?
Tim Cook: "I'm proud to be gay"
In a personal op-ed in Bloomberg Businessweek, Apple CEO Tim Cook comes out. Although people have thought him to be gay, and he has not denied it, Cook states it clearly now:
"While I have never denied my sexuality, I haven't publicly acknowledged it either, until now. So let me be clear: I'm proud to be gay, and I consider being gay among the greatest gifts God has given me."
Cook describes his difficult decision. He clearly values his privacy but also understands the difference he can make by being openly gay:
"I don't consider myself an activist, but I realize how much I've benefited from the sacrifice of others. So if hearing that the CEO of Apple is gay can help someone struggling to come to terms with who he or she is, or bring comfort to anyone who feels alone, or inspire people to insist on their equality, then it's worth the trade-off with my own privacy."
Being openly gay in Corporate America-particularly in the executive ranks-is rare, despite that 91% of Fortune 500 companies include sexual orientation in their anti-discrimination policies. Cook also says, "Countless people, particularly kids, face fear and abuse every day because of their sexual orientation."
Discussion Starters:
- What's your view of Tim Cook's decision and how he chose to communicate it?
- How do you expect employees, shareholders, customers, and others to react?
Worst Airports for Delays
A Business Insider article tells us at which airports we'll have the longest wait.
In a series of scrollable screens, the article shows the airports and their percentage wait time. A visual would help the reader see all information at-a-glance and easily compare airports.
Discussion Starters:
- What type of visual might work best for the data? Consider the audience and objective.
- Why doesn't Business Insider include a visual to complement the article? What's the value of having online readers scroll through the information?
- How can these airports improve their image? Of course, they need to reduce wait time! What else can they do from a communication perspective?
Walmart Apologizes for "Fat Girl Costumes"
It's great that Walmart offers Halloween costumes for bigger people, but why call them "Fat Girl Costumes"? As you can imagine, people didn't appreciate the label.
Walmart has since changed the heading to "Women's Plus-Size Halloween Costumes." After almost a week of complaints, the company finally apologized:
"This never should have been on our site. It is unacceptable, and we apologize. We are working to remove it as soon as possible and ensure this never happens again."
Discussion Starters:
- How could a mistake like this happen? Consider the functions of marketing and web design.
- Assess Walmart's apology. How could it be improved?
UNC Communications About the Scandal
University of North Carolina Chancellor Carol L. Folt is on the hot seat to respond to a highly publicized scandal that the Washington Post says involved "an alarming lack of institutional oversight." Between 1993 and 2011, more than 3,100 students, many of whom are athletes, were given inflated grades and credit in bogus courses.
In a 136-page report, former U.S. Justice Department official Kenneth Wainstein describes "paper classes" for students and the involvement of many university officials. The university now faces accreditation questions and an investigation by the NCAA.
Chancellor Folt wrote a statement, trying to separate the university from its past and calling on its 221-year history.
Discussion Starters:
- Read the report. What principles discussed in Chapter 10 of the textbook does the report follow? Which are not followed? Overall, how do you find reading the report? What are the strengths and weaknesses in content, writing style, organization, formatting, and so on?
- Read Chancellor Folt's statement. What is her strategy for managing the crisis situation? How successful is her message in improving the university's image?
How Not to Respond to a Negative Review
Taking a page from Amy's Baking Company, a Cleveland restaurant owner attacked a reviewer. The guest posted a detailed, negative review on Yelp. 
Ninja Kitchen and Bar Chef Bac Nguyen didn't appreciate the comments. He found the guest's phone number and texted him. In a series of insulting messages, Bac Nguyen threatened him, disparaged his friend, insulted him, and called him names. Read the texts (NSFW).
Business owners are under tremendous pressure to deal with negative reviews. When a review is deemed reasonable, like this one, we expect the chef of a restaurant to issue a gracious response-perhaps a lot to ask of someone so invested in the food.
Discussion Starters:
- Compare this chef's response to that of Voltaire's owner. What differences and similarities do you see in the initial reviews and the responses?
- Draft a Yelp response for Chef Bac Nguyen. Consider something that would be intentionally public.
- What other advice would you give Chef Bac Nguyen about customer service and business communication?
Restaurant Owner Disputes Yelp Review
The owner of Voltaire, a Kansas City restaurant, didn't accept a critical Yelp Review. The reviewer and her lawyer-husband were busy in a meeting across the street, and Voltaire refused to package the food "to-go" for someone to pick up.
On Yelp, the reviewer gave Voltaire one star and explained the restaurant's refusal, beginning with the line, "Most unfriendly and arrogant restaurant in KC." In the owner's response, he confirmed that they don't offer take-out:
"I sincerely apologize that we don't offer "take-out" food at our restaurant. Being a Yelp user, I'm sure you were aware that on our Yelp business page, on the right side of the screen, it lists details about our establishment. There is an item listed "Take-Out : No." We have never offered take-out food as we believe the food we prepare should be presented as we see fit, (usually) on a plate inside the dining room."
The owner went on to draw an analogy between not offering take-out and not providing divorce assistance when one is a tax lawyer.
Although Voltaire reviews on Yelp are generally positive (4 out of 5 stars), a few comments may indicate other issues, such as this 2-star review:
"I'm mixed on Voltaire.
'The good: the food and drinks are incredible. Good enough to earn them back a star after a really unfortunate experience.
"The bad: the staff knows the food and drinks are good, but behave like that grants them a licence for difficult behavior. . . ."
Discussion Starters:
- Read the entire original review and the owner's response. Based on this exchange, did the owner handle the situation well?
- Even if you agree with the approach, what, if any, missteps did the restaurant make with this customer?
- Is the lawyer analogy effective? What makes an analogy false?
- What about the adage, "The customer's always right?" Has social media changed this?
- What's the customers' responsibility? How, if at all, did they act inappropriately?
NYC News Conference About Ebola
A news conference at Bellevue Hospital addressed the situation of the NYC doctor diagnosed with Ebola.
Mayor Bill de Blasio opened the conference by immediately allaying fears:
"Today, testing confirmed that a patient here in New York City had tested positive for Ebola. The patient is now here in Bellevue Hospital. We want to state at the outset – there is no reason for New Yorkers to be alarmed. Ebola is an extremely hard disease to contract. It is transmitted only through contact with an infected person's blood or other bodily fluids – not through casual contact. New Yorkers who have not been exposed to an infected person's bodily fluids are not at all at risk. And we want to emphasize that New York City has the world's strongest public health system, the world's leading medical experts, and the world's most advanced medical equipment.
"We have been preparing for months for the threat posed by Ebola. We have clear and strong protocols, which are being scrupulously followed and were followed in this instance. And Bellevue Hospital is specially designed for isolation, identification, and treatment of Ebola patients. Every hospital in the city is prepared in the event that other patients come forward."
Referring to the situation in New York as "a world apart from the scene that unfolded in a Dallas hospital last month," a New York Times article complimented Bellevue Hospital's handling of Dr. Craig Spencer's case. Using verbs such as "whisked," the writer explains how the New York hospital improved protocols for handling Ebola patients. The Texas Health Presbyterian Hospital is still recovering from criticism.
Discussion Starters:
- Watch the news conference or read the full transcript. What principles of persuasion did the mayor and governor use to assure the public of safety?
- What different roles did people play during the news conference? Who covered which information?
- What else could have been included in the conference? Is anything missing?
Uber Promotes Rides from "Hot Chicks"
As the ride-sharing service Uber tries to make inroads into France, BuzzFeed criticized one of its promotions. Through an app called "Avions de Chasse," Uber promised a free, 20-minute ride with a model. The promotion is explained on the Avions de Chasse website:
"Avions de chasse" is the French term for "fighter jets," but also the colloquial term to designate an incredibly hot chick. Lucky you! the world's most beautiful "Avions" are waiting for you on this app. Seat back, relax and let them take you on cloud 9!
The website also shows provocative photos of women.
Uber Lyon has withdrawn the promotion and announced the decision on Twitter.
The company also sent a statement to Huffington Post:
"We have decided to cancel the operation immediately, not having clearly assessed the situation, we sincerely apologize to the people who might have been offended."
Discussion Starters:
- Assess Uber's apology. What works well, and what could be improved?
- One website accusses BuzzFeed of "harassing" Uber about the campaign. First, what is "harassment," and is this an appropriate term in this situation? Second, what's your view: Is it appropriate to criticize the campaign or not?
Toys R Us Pulls "Breaking Bad" Figures
Facing too much criticism to ignore, Toys R Us has taken its "Breaking Bad" action figures off the shelves and off line. The figures reflect characters in the AMC show about a chemistry teacher turned meth maker.
A change.org petition questions whether the figures are appropriate for children: "...their decision to sell a Breaking Bad doll, complete with a detachable sack of cash and a bag of meth, alongside children's toys is a dangerous deviation from their family friendly values."
Social media comments indicate similar concerns, for example, "My childhood purchases consisted of furbies and barbies. But kids nowadays get to buy Breaking Bad action figures with fake meth."
At first, Toys R Us defended the dolls by claiming that the packaging, "clearly notes that the items are intended for ages 15 and up" and that they're only sold "in the adult action figure area of our stores." But Toys R Us changed its position. In a later statement, the company said, "Let's just say, the action figures have taken an 'indefinite sabbatical.'" This is a show joke, meaning they're dead.
For its part, Toymaker Mezko Toyz has said nothing.
Discussion Starters:
- Should Toys R Us have predicted the controversy and not released the figures?
- Did the company do the right thing by pulling the figures?
- What, if anything, should Mezko Toyz do now?
Toyota Airbag Recalls
Blaming its supplier, Toyota has recalled about 247,000 vehicles equipped with faulty airbags. This is part of the estimated 16 million cars affected by the Japanese-made Takada inflators since 2008. In a press release, the company explains the recall process:
TOYOTA INTENSIFIES EFFORT TO REPAIR VEHICLES EQUIPPED WITH TAKATA AIRBAG INFLATORS
TORRANCE, Calif., October 20, 2014 – Toyota Motor Sales, U.S.A., Inc., today announced plans to conduct a supplemental safety recall of approximately 247,000 Toyota Corolla, Matrix, Sequoia, Tundra and Lexus SC vehicles produced from 2001 to 2004 and equipped with front passenger airbag inflators supplied by Takata Corporation. This action intensifies Toyota's efforts to reach customers and remedy previously recalled vehicles, and a small number of newly included vehicles, in certain geographic areas that appear to warrant immediate action, based on testing by the supplier. (Continue reading.)
The National Highway Traffic Safety Administration (NHTSA) provides a list of affected vehicles, most before 2004.
Discussion Starters:
- Read Toyota's press release. How is the company trying to distance itself from the defect and promote the Toyota brand?
- What else would you suggest Toyota do at this point to manage the news?
Which LinkedIn Connections Should I Accept?
I have a puritanical LinkedIn philosophy: I don't accept an invitation to connect unless I know the person, preferably having met in person. At the other extreme are the "open networkers," who connect with anyone. Somewhere in the middle is Michael O'Donnell, managing director at Thesis Ventures, who offers good advice for people to reject some LinkedIn connections. Let's consider these approaches.
I'm an introvert. I value fewer and deeper relationships. The only reason I have more than 500 connections on LinkedIn is that most are students, a naturally revolving bunch of contacts. Also, I've worked in several organizations as an employee and as an external consultant-I'm old.
If I connected with anyone, I would fear embarrassment when asked to make an introduction. This would upset my introvert sensibilities, forcing me to admit that I don't really have the relationships I claim.
Open networkers (or LIONs, LinkedIn Open Networkers) accept all invitations and often promote their willingness. For people such as recruiters, this strategy may work well to expand potential contacts. However, LinkedIn doesn't support this approach:
"'L.I.O.N.' is a designation used by several user-created groups and individual LinkedIn members to indicate a high level of interconnectivity to other LinkedIn members. This term is not endorsed by LinkedIn. As a reminder, only connect to people you know and trust and only join groups you want your name associated with."
Former LION Karalyn Brown says she regrets adopting this strategy three years ago. Although she has thousands of people in her network, she sees downsides: she's "fair game" for email spam, she finds it difficult to "to find people that I really care about and want to form deeper relationships with," and she's concerned that she looks "indiscriminate."
Being more discriminate is exactly what Michael O'Donnell suggests. Although he accepts connections from people he doesn't know, he'll reject requests for these reasons:
1. No picture or picture is an icon or company logo.
2. Incomplete or sparse profile.
3. Few connections and no recommendations.
4. Your invitation reads, "I'd like to add you to my professional network on Linkedin."
5. You lied about how you know me.
6. Your connection invitation was preceded by an InMail which was essentially a sales pitch for your company or products/services.
7. Your profile title says you are a "visionary" or you have 10,000+ connections...
Discussion Starters:
- What's your philosophy for connecting with people on LinkedIn?
- How does this strategy differ for other sites, such as Facebook, Twitter, and Instagram?
- How have you used LinkedIn for networking?
Starbucks Allows Tattoos
On Monday, Starbucks employees can wear their tattoos proudly-no more long-sleeve cover-ups. The decision comes after a barista amassed more than 25,000 signatures on a petition that describes her goal: "Change the dress code to allow visible tattoos. I believe tattoos are a simple form of self expression and as long as they aren't offensive or explicit, I think we should be able to show off our artwork proudly."
To explain its new dress code, Starbucks created this graphic:
The suggestions sound reasonable enough: "Keep your nails clean," "Pull long hair back," etc. I happen to be writing this at a Starbucks, and the employees look neat and clean. But I'm not counting their earrings or measuring their gauges.
Discussion Starters:
- What's your view of the tattoo policy? Was this the right decision? Why or why not?
- What, if anything, surprises you about the other dress code recommendations?
Dallas Hospital Explains Mishandling of Ebola
The Dallas hospital that misdiagnosed a case of Ebola has apologized and is trying to understand its own mistakes. The Texas Health Presbyterian Hospital's chief clinic officer wrote a statement explaining what happened to the U.S. House Energy and Commerce Committee's Subcommittee on Oversight and Investigations:
"Unfortunately, in our initial treatment of Mr. Duncan, despite our best intentions and a highly skilled medical team, we made mistakes. We did not correctly diagnose his symptoms as those of Ebola. We are deeply sorry."
Later in the statement, the hospital explains the nurse's situation:
"Also, in our effort to communicate to the public quickly and transparently, we inadvertently provided some information that was inaccurate and had to be corrected. No doubt that was unsettling to a community that was already concerned and confused, and we have learned from that experience as well.
"Last weekend, nurse Nina Pham, a member of our hospital family who courageously cared for Mr. Duncan, was also diagnosed with Ebola. Our team is doing everything possible to help her win the fight, and on Tuesday her condition was upgraded to "good," so we are all very hopeful. I can tell you that the prayers of the entire Texas Health system are with her. Yesterday, we identified a second caregiver with EVD. I can also tell you that our thoughts and prayers are with her and her family as well.
"A lot is being said about what may or may not have occurred to cause Ms. Pham to contract Ebola. She is known as an extremely skilled nurse, and she was using full protective measures under the CDC protocols, so we don't yet know precisely how or when she was infected. But it's clear there was an exposure somewhere, sometime. We are poring over records and observations, and doing all we can to find the answers."
The rest of the statement includes a timeline of events and lessons learned.
To help with its communications and improve its image, the hospital has hired PR firm Burson-Marstellar. A pointed Reuters report criticizes executive compensation and quality failures in the system. Although Burson is encouraging more openness from the hospital staff, the Reuters reporter calls for a closer look at the business.
Discussion Starters:
- If you were consulting with the Texas Health Presbyterian Hospital, what advice would you give them? Consider communication strategies and other business practices.
- Analyze the organization, content, and tone of the hospital's statement. What business writing principles does the statement follow and skip?
- Read the Reuters article. Which arguments are most compelling?