University Presidents Respond to Sexual Assault Charges
University presidents are under pressure to respond to charges that they aren't doing enough about sexual assault. Following are two examples: University of Virginia and Lincoln University of Pennsylvania.
University of Virginia President Teresa A. Sullivan wrote a letter after a Rolling Stone article criticized the university's response to a rape in a fraternity. The letter has since become one of many posted on the U.VA's website attempting to address anger and disappointment at Sullivan's response:
"UVA president Teresa Sullivan responded quickly, explaining, rather underwhelmingly, that her administration was 'marshaling all available resources to assist our students who confront issues related to sexual misconduct.' On Wednesday, Sullivan requested an investigation of a campus fraternity specifically mentioned in the original piece. But for many in the UVA community, this isn't enough." (Slate)
Anger was fueled partly because the university appointed an investigator who is an alumnus of the fraternity.
A Chronicle article examined how Sullivan's second letter differed from her first. In a side-by-side comparison, the author compares Sullivan's defensiveness in the first letter to her acceptance in the second. In the first letter, she uses more "we" language; in the second, she seems to take more personal responsibility by using "I" more often. In the second letter, she identifies new steps the university is taking immediately. And in the second letter, she uses the term "rape," rather than "sexual assualt," "sexual misconduct," and "sexual violence." In later messages, she refers to "gang rape."
In related news, Lincoln University of Pennsylvania President Robert R. Jennings recently resigned when critics couldn't be appeased. During a convocation for female students, Jennings said, among other comments:
"Why am I saying all this, ladies? I'm saying this because, first and foremost, don't put yourself in a situation that would cause you to be trying to explain something that really needs no explanation had you not put yourself in that situation."
Discussion Starters:
- What can crisis communicators learn from the U.Va. experience?
- Read all of the communications on U.Va.'s web page about sexual assault. What else do you notice about tone and messaging?
- What are your thoughts about the former Lincoln University president's comments? Did those who encouraged his resignation do the right thing?
Jerks Have No Clue How They're Perceived
A new Columbia Business School study tells us that people don't see themselves as others see them at work. The study, "Pushing in the Dark: Causes and Consequences of Limited Self-Awareness for Interpersonal Assertiveness," to be published in Personality and Social Psychology Bulletin, concludes that people either over- or under-estimate their assertiveness. Jerks don't know they're jerks, and people who feel like jerks aren't thought of that way.
A Columbia Business School press release summarizes the results of one of the four studies to be published:
- 57 percent of people actually seen by their counterpart as under-assertive thought they had come across as appropriately assertive or even over-assertive.
- 56 percent of people actually seen by their counterpart as over-assertive thought they had come across as appropriately assertive or even under-assertive.
In other words, people have a 50/50 chance of accurately assessing how they were perceived. As the authors say, "Surprisingly, many people seen as appropriately assertive by counterparts mistakenly thought they were seen as having been over-assertive, a novel effect we call the line crossing illusion." Studies involved an online survey and MBA students enrolled in a negotiations course at Columbia.
Discussion Starters:
- Are you a jerk? Do you think you may have been overly assertive at some point without realizing it?
- How about the opposite: Can you think of a time when you may have felt too assertive, but others perceived you as acting appropriately?
- How do these study results help managers and employees?
Florida State Responds to Shooting
At about 12:30 a.m., someone entered a library at Florida State University and shot four bullets. Three people were injured, and the gunman was shot dead by police when he failed to put down the gun and shot at one of the officers.
Tallahassee and university police officers assured people that the campus is safe, emphasizing that this was an "isolated incident" with "one person acting alone."
Messages on FSU's emergency alert page described the situation and announced that classes were cancelled for today. The site included this statement from the university president.
MESSAGE FROM UNIVERSITY PRESIDENT JOHN THRASHER REGARDING CAMPUS SHOOTING
The Florida State University community is extremely saddened by the shootings that took place early this morning at Strozier Library, in the very heart of campus, and our thoughts and prayers are with the families and loved ones of all those who have been affected.
The three students who have been injured are our highest priority followed by the needs of our greater university community. We will do everything possible to assist with their recovery.
Over the past few hours, I have received several briefings from administrators and law enforcement regarding campus safety and security, and they have established that this was an isolated incident. Florida State University and Tallahassee police departments have done an extraordinary job taking quick and decisive action to prevent further tragedy, to secure the scene and to keep campus safe. They have assured me that there is no further threat.
We are increasing security measures and providing a strong law enforcement presence on and around campus today. I have great confidence in the abilities of our local law enforcement agencies to handle this matter.
As we try to make sense of what is a senseless incident, the Counseling Center and Employee Assistance will provide counseling and support for FSU faculty, staff and students affected by these events. Should anyone need or desire such services, please contact the center at the Askew Student Life Building or call (850) 644-2003.
We will continue to share information with you regarding this matter as it becomes available.
Discussion Starters:
- Analyze the three police officers' statements in the news conference. Although we see only short segments, describe their roles in providing information. How did they divide content, and do you find the information useful and relevant?
- What should be the university president's next step in communication?
Uber's Questionable Ethics
Uber's senior vice president of business Emil Michael made a mess for the company. At a dinner in NYC, Michael suggested paying $1 million to research information about members of the media: "your personal lives, your families." Michael's comments were directed particularly to Sarah Lacy, who wrote a scathing article about sexism and misogyny at Uber. BuzzFeed notes that this comment comes on the heels of Uber's commitment to improve its image and relations with the media.
A BloombergBusinessweek article notes Uber's history of retaliating against people who speak against it. Although later reinstated, a driver's account was deactivated after he posted a negative tweet about the service.
In a statement through his publicist, Michael, who said he thought his remarks were off the record, apologized:
"The remarks attributed to me at a private dinner-borne out of frustration during an informal debate over what I feel is sensationalistic media coverage of the company I am proud to work for-do not reflect my actual views and have no relation to the company's views or approach. They were wrong no matter the circumstance and I regret them."
In 13 tweets, Uber CEO Travis Kalanick explained the company's position.
Tweet 14 apologized to Sarah Lacy.
Uber's head of communication also weighed in via Twitter: "We have not, do not and will not investigate journalists. Those remarks have no basis in the reality of our approach."
Discussion Starters:
- Was it unrealistic for Michael to consider his comments at a dinner "off the record," or did the journalist at the table act inappropriately?
- What should Uber do to regain trust?
- Should Michael be fired?
Educause's Technology Research
Educause Center for Analysis and Research (ECAR) has published its findings about students' use of technology. The survey instrument asked undergraduates about their experience with individual devices, school technologies, learning environments, and personal preferences. More than 75,000 students and 1,700 faculty members in 13 countries participated.
ECAR produced several resources to explain the findings:
Discussion Starters:
- Which of the three resources (report, infographic, and PPT) do you find most accessible? Easiest to understand? Most comprehensive? Best organized?
- Of the survey results, what do you find most and interesting? Most and least surprising?
- Analyze the report. Consider the audience, organization, writing style, graphics, and so on. What works well, and what could be improved?
Goldman's Image Makeover
In the fight for programmers, Goldman Sachs is up against Silicon Valley, known "as the promised land of flip-flops, beanbag chairs, and million-dollar stock options." Potential recruits think of Wall Street firms as stodgy, and they worry they're be stuck in a back office, away from where the real business happens. In part, Goldman is selling its variety of work and clients compared to Silicon Valley, where a Goldman managing director said students might work with only one application.
Goldman is using technology to create a hipper image. A new website shows the role of technology in the company, a Google Hangout connected computer scientists and Goldman recruiters, and short videos were created on these topics:
- Builders and Innovators Summit
- Careers
- Stories of Progress
- Employee Affinity Groups
- Citizenship
- Talks@GS
- Outlook
- Our Thinking
- 25 Ways We Saw the World Change in 2013
In the end, according to the New York Times Dealbook article, recruits may be lured by Goldman's "generous compensation" packages.
Discussion Starters:
- What's your perception of technology positions on Wall Street compared to Silicon Valley?
- What is Goldman's best strategy for encouraging applications? Should it focus on image, compensation, or some combination? What would change your thinking about the company?
NFL on Social Media
NFL teams have to be as tough on social media as they are on the field. Jerry Knaak, the Oakland Raiders' director of digital media says, "You're getting instant feedback, which is invaluable. But you have to have a very thick skin and have to understand that that's part of it. It's sports. People are going to vent."
When the Raiders tweeted, "An 0-8 record isn't good, but many positives have come out of the first half of the season," the team got several negative responses. But that's expected on social media.
Experienced sports media people offer sound advice for organizations tweeting on game day, particularly when games aren't going well. Kevin Griffin, the Cleveland Browns' vice president of fan experience and marketing says, "You had to be very, very conscious that you weren't trying to make it look better than it actually was. People can see right through you. There's a level of credibility that you have to maintain."
Griffin suggests what we discuss in Chapter 3 of the textbook-social media is about the conversation: "Not that we hide or run from it, but we don't want to be negative. The default is always: You don't have to do it. It's not like it's going to cripple your business. It has to be a natural conversation."
Discussion Starters:
- Read some of the Raiders' tweets during the game. How do you see the team engaging followers and fans?
- Now read some of the responses. How would you characterize them? How should the organization respond to negative tweets?
Twitter's Convoluted Strategy Statement
You might think that Twitter could write a clear, succinct strategy statement-perhaps even within 140 characters. But that's not the case, and the company is getting hammered for it.
"Reach the largest daily audience in the world by connecting everyone to their world via our information sharing and distribution platform products and be one of the top revenue generating Internet companies in the world."
When Anthony Nolo, the company's new CFO, read the statement at an analyst meeting, he stumbled in the middle and said it was a "mouthful."
As expected, the Twittersphere has been poking fun of the statement and criticizing the writing.
I would add hyphens too. #BetterTwitterMissionStatements lists serious and playful alternatives.
Discussion Starters:
- Although some critics call it a mission statement, the company says it's a strategy statement. What's the difference?
- Can you identify the two grammatical errors? How about the missing hyphens?
Ads Encourage Risky and Unhealthy Behavior
A new study showed that people who read promotions about diet aids ate more.
To be published in The Journal of Public Policy and Marketing, the study exposed people to two versions of messages. Both groups read a warning about high-fat diets, but one group read this additional text: "Until now! Introducing Chitosan Rx Ultra," a weight-loss aid "capable of absorbing up to 60 percent of the fat in your food." When given a plate of cookies, people who saw the message about Chitosan took significantly more cookies, and some took all 30.
The study authors conclude, "Why make healthier food choices to manage weight if a weight-management drug can manage your weight for you?" In a related study, participants exposed to ads for debt consolidation made riskier financial decisions.
Calling something a "supplement" didn't have as drastic results as calling something a "drug." One of the authors explains the distinction: "With the supplement, the very name reminds you that this is supplemental to other health protective behavior. They think [losing weight] is something they have to do as well … but people believe that the drug alone will take care of the problem."
Discussion Starters:
- What, if any, responsibility do diet drug companies have in advertising?
- The Bureau of Consumer Protection published a website to help people spot false claims of weight loss products. How useful do you find the site?
Spirit Airlines Offers Miles for Hate
Here's a new marketing strategy: Ask customers why they hate you and reward them for it. Spirit Airlines encouraged responses in exchange for 8,000 frequent flier miles: hate for eight, or H8. The company received more than 30,000 comments.
In a press release, the company promotes its "State of Hate Report." According to Spirit's President and CEO Ben Baldanza, "I think if any organization asks for feedback you would expect the vast majority of responses would be directed at the company that seeks it. But in this case we were surprised that most consumers chose to share their frustrations about other airlines." In an infographic, Spirit explains the campaign and the results. One of the graphics shows the distribution of hate.
On another video, a cartoon character news reporter reviews the survey results and encourages more responses.
Discussion Starters:
- Describe the company's strategy for the campaign. What do you think Spirit's management team hoped to accomplish?
- Would you consider the campaign successful?
- What's your view of the two videos and the infographic? Consider Spirit's audience and the company's messages.
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?