Book World Announces Closing
The country's fourth-largest bookstore is closing the last of its 45 stores. Communicating such bad news is difficult for any leader. Book World was a family-owned business since 1976, which probably makes the decision even more painful.
The announcement, including book liquidation plans, is posted on the company's website. We see some of the writers' personality with the abundant use of exclamation points. Otherwise, the message is fairly straightforward.
Discussion:
- How do we see Book World's leaders demonstrating authenticity and vulnerability in this post?
- What's your view of the exclamation points? When is it appropriate to use these marks in business writing, and when is it overkill?
- What else, if anything, should the Book World statement include?
More Water Issues for Flint and No Response
Flint, Michigan, is in the news again for poor water quality. After findings of too much lead in drinking water, the city was under an agreement to replace faulty pipes, provide water filters, and report on progress. However, advocacy groups say the city is already falling short of the terms set in March of this year. According to the NPR article, "City and state officials did not immediately respond to the allegations."
Although some water service lines have been replaced, the number is not keeping pace with the agreement. Critics say that "all of the City's status reports have been late, incomplete, inaccurate, or a combination thereof."
The government has its own messaging on a website from the mayor's office. According to the data and chart, the city is "on track."
Discussion:
- Read the criticism and the mayor's report. What are the discrepancies, and how do you account for them?
- What else, if anything, should the city do to communicate its progress and demonstrate accountability?
How Does a White Supremacist Change?
Derek Black grew up in a prominent white supremacist family, but his views about race changed when he went to college and met people who cared to challenge him. The New York Times Daily Show rebroadcast an interview with Black, and we hear first-hand about his growing up and about his evolution. (Read the transcript.)
Black's father started Stormfront, a white nationalist website, and his godfather was David Duke, once a leader of the Ku Klux Klan. Black describes his family and friends as a close group, connected by a shared purpose. Although he says that his family doesn't single out individuals, they believe that IQ is linked to race, and that people of color are biologically inferior.
After spending time with Jewish people and comparing research, Black came to understand—over the course of a year—that his research was flawed. He now denounces the white supremacist movement.
Discussion:
- How would you describe Black's transformation? What is significant about his development in terms of understanding cultural differences?
- Black wanted to stay in the background after his discovery, but he says he felt compelled to be more publicly vocal. What are the arguments for and against staying anonymous?
- Describe how Black demonstrates intellectual humility.
Papa John's Vague Message About a New CEO
Papa John's Founder and CEO John Schnatter will be replaced by a long-time insider, Steve Ritchie. Although the company didn't confirm a connection, a New York Times report assumes the move is related to Schnatter's controversial statements about the NFL. He blamed NFL leadership for allowing players to kneel during the national anthem, which he said led to declining viewership and, as a result, declining pizza sales.
The company's news statement also says little about the decision. Instead, the message focuses on Ritchie's qualifications, with endorsements from Schnatter, who will remain board chair.
Schnatter's accusations were criticized by some and, unfortunately, touted by white supremacist groups. Schnatter did his best to disentangle from the association with hate groups, but the damage may have been done.
Discussion:
- Did the company make the right decision? What are the potential consequences?
- Should Papa John's say more about the reason Schnatter is stepping down? Why or why not?
Amtrak Leaders Take Responsibility
Amtrak's leaders have apologized for a train crash in Washington that left three people dead and about 100 more injured. Two of the men who died were train enthusiasts who traveled together to experience the new route.
In the past, Amtrak has been slow to apologize. This time, the response is better, yet not enough for some, as you see in this response on Twitter.
The president and CEO's full message is below:
To our customers,
On behalf of everyone at Amtrak, I want to share that we are deeply saddened by the tragic event involving train 501 on December 18th. We are profoundly sorry for those who have lost a loved one, were injured, or are otherwise impacted by this horrible event. At this time, our primary concern continues to be caring for our customers and employees, and we are using every available resource to assist those affected. We share everyone’s sense of urgency to identify exactly what caused this to happen, and we continue to fully cooperate with the investigation being led by the NTSB.
If you are traveling with us during the holiday season, I want to assure you that Amtrak remains committed to your safety. Our primary focus is and will always be getting you to your destination safely, comfortably, and efficiently. We are truly privileged to serve you and thank you for your continued patronage.
Richard Anderson
As always in these situations, Amtrak provided regular service updates on its website, and this apology is an improvement. But, after several similar crashes, including those involving MTA trains, people want to know what will be done to prevent this from happening again.
Discussion:
- What's your view of the president's message? How well does the message meet principles of apologies?
- What else should the organization do now? How can it rebuild its image and assure people that Amtrak trains are safe?
Banned Words for the CDC?
The Washington Post may have "mischaracterized" a report that the Centers for Disease Control (CDC) was "banned" from using certain words in its budget documents. Reports claimed that the Trump Administration would prevent the CDC from using these seven words: vulnerable, entitlement, diversity, transgender, fetus, evidence-based, and science-based.
But in a Facebook post, CDC Director Brenda Fitzgerald denied such restrictions. She is upholding the integrity of the organization.
What really transpired between the CDC and the Trump Administration? The Human Rights Commission, an LGBTQ organization, wants to know. In addition to projecting the seven words boldly across a Trump hotel in Washington, D.C., in protest, the organization has asked for more information:
"In conjunction with the enormous light display, HRC has filed a Freedom of Information Act (FOIA) with the Department of Health and Human Services (HHS) for any and all records, including communications with the CDC, relating to the banned words from November 2016 onward."
Discussion:
- How is this an issue of integrity for the CDC? What do you think actually transpired between the CDC and the Trump Administration?
- Where do you think the Washington Post went wrong—or did it?
- Assess the CDC director's response. How well did she handle the issue and rebuild the agency's image?
Morgan Spurlock Admits Sexual Misconduct
Documentarian Morgan Spurlock published an account of his sexual conduct, admitting, "I am part of the problem." He demonstrates vulnerability and describes a situation which a woman describes as rape. He also admits that he was "unfaithful to every wife and girlfriend I have ever had." Spurlock is the first public figure who admitted misconduct before he was accused.
His most famous movie was Super Size Me, which criticized McDonald's for unhealthy food. Super Size Me 2: Holy Chicken! was going to premiere at the Sundance Film Festival but will be withdrawn. In addition, Spurlock's production company, Warrior Poets, announced that he will step down:
On behalf of Warrior Poets, we as partners have always supported our company and its endeavors. As of today, Morgan Spurlock will be stepping down effective immediately.
We will continue to lead the company as equal partners, producing, distributing & creating from our independent production company.
Respectfully,
Co-Founder & Partner Jeremy Chilnick
and Partner Matthew Galkin
Discussion:
- What's your view of Spurlock's statement, which some call a "confessional"? Some consider it trite, while others applaud his openness.
- Was it best for Spurlock to step down from Warrier Poet? Why or why not?
How Should Companies Handle the Annual Holiday Party?
Companies have finally tackled the "Christmas" controversy to call their annual gatherings "Holiday" parties, and now they have a new challenge. With all of the sexual harassment allegations, how can they make their parties safe AND fun?
Bloomberg reports how some companies are addressing the issue. Vox Media Inc., for example, ended its open-bar tradition, which has disappointed some employees, and Besh Restaurant Group will limit alcohol consumption. Uber and Creative Artists Agency cancelled their parties after allegations of harassment, while other companies are forging ahead as planned.
The number of parties has been decreasing, anyway, since the 90's, and fewer companies include alcohol at their events.
Discussion:
- What do you think companies should do about their holiday party this year? What are the arguments for and against having party with alcohol.
- According to one survey, 90% of employees would rather have a bonus or extra vacation days than attend a company holiday party. Why do companies still have them at all?
Roy Moore's Wife Doesn't Help His Case
At a campaign rally the day before her husband's election for U.S. Senator, Kayla Moore tries to convince audiences that he is a good man. As Roy Moore is accused of sexual assault and harassment of minors, Mrs. Moore tells the audience, "One of our lawyers is a Jew."
Mrs. Moore apparently didn't realize that the expression, "Some of my best friends are _______" has become a joke. In addition to her arguments against anti-Semitism, she said, "We have many friends that are Black, and we also fellowship with them in our church and in our home."
We hear weak, scattered applause after this comment. After her note about their attorney, we hear some laughter; perhaps people were embarrassed for her, or perhaps they thought she was poking fun at the old expression. But she was not.
President Trump continues to campaign for Roy Moore as we wait for the people of Alabama to decide tonight.
Discussion:
- How do you assess Kayla Moore's speech? Her husband seems proud. How do you explain it?
- Do you agree with the criticism or find it too harsh?
- What else could Kayla Moore have said to support her husband?
Delta Communicates Flight Cancellations
Delta announced that about 375 flights were cancelled because of weather conditions around Atlanta. In a short statement on its website, Delta explained the decision and provided customers with sources for more information.
Since the first announcement, Delta posted a large notice on the site: "UPDATED: Delta teams working through night to reset ATL operations." The company also posted updates at noon and again at 4 pm.
Discussion:
- Read the entire statement on the Delta website. Analyze the primary audience and identify the communication objectives. How well does the company meet these objectives?
- Assess the organization. Where are the main points, and how is the rest of the message structured?
Al Franken Resigns
In a statement CNN calls "totally unapologetic," Minnesota Senator Al Franken has resigned. Although he was awaiting an ethics committee investigation, more women have come forward in the meantime reporting similar incidents of groping and forced kissing.
A group of more than 30 senators led by New York Senator Kristen Gillibrand called for his resignation. In a Facebook post titled "Senator Franken Should Step Aside," Gillibrand wrote that she is "shocked and disappointed" by his behavior, and she referred to this time as "a watershed moment."
Franken read a statement on the Senate floor, including this section:
"Over the last few weeks, a number of women have come forward to talk about how they felt my actions had affected them. I was shocked. I was upset. But in responding to their claim, I also wanted to be respectful of that broader conversation. Because all women deserve to be heard and their experiences taken seriously. I think that was the right thing to do. I also think it gave some people the false impression that I was admitting to doing things that in fact I haven't done. Some of the allegations against me are simply not true. Others I remember very differently."
He also pointed to others accused:
"I am leaving while a man who has bragged on tape about his history of sexual assault sits in the Oval Office and a man who repeatedly preyed on young girls campaigns for the Senate with the full support of his party. But this decision is not about me. It's about the people of Minnesota."
A CNN editor summarizes Franken's statement:
"The message of all this is clear as day: I didn't do anything really wrong. The people who say I did are wrong or don't remember it right. And it's ridiculous that people like Trump and Moore are in the White House and might be in the Senate, respectively, while I am being forced out."
Discussion:
- Do you agree with the CNN writer's assessment that Franken doesn't really apologize? Why or why not?
- Watch Franken's full statement and assess his delivery skills. How well does he use tone, gestures, and so on to support his message?
David Chang Improves His Response
When David Chang's restaurant, Momofuku, received a negative review in the New York Times in 2016, he didn't respond with humility. In addition to lots of cursing, Chang rejected the criticism (f-words omitted):
“I can’t ever read that review again—I’ll get so ___ angry, I’ll die. I made a lot of that food! I tasted it! It was delicious. And . . . ___! I believe in the ___ food we make in that restaurant, I believe it to be really delicious, I believe it to be innovative . . .”
This week, we see a different David Chang. A negative online comment received a warning: "Ruh roh, cue Chang rage," but we see an open, humble response from the man himself:
"[N]o Rage. We learn from this and will make them better. We didn't execute and that's on us."
Discussion:
- Assess Chang's response to @oafloaf. Who are his primary and secondary audiences, and what does he hope to accomplish?
- How do you explain Chang's different reactions? The sources are different, and it's one year later. What else?
Podcast About Using LinkedIn for Networking
In this 8-minute podcast, hear how Lizzie, a Cornell University student, musters up the courage to contact people on LinkedIn for informational interviews. Her message is shown here.
Persuasive Letter from Scholars to NYC Mayor
New York City Mayor Bill de Blasio is under pressure to remove four statues that a group considers racist. More than 120 academics and artists signed a letter to persuade the mayor.
The letter assumes that two monuments "have no place on City property" and have "no defenders." They describe them as follows:
- The Dr. J. Marion Sims statue in Central Park, commemorating a doctor who performed surgical experiments on enslaved African American women, including children, without anesthesia or consent. Momentum for its removal has spurred a remarkably broad coalition in support of the long-standing demand from Black and Latinx Harlemites that this affront be removed.
- Historic markers of Vichy France’s Nazi collaborators, Philippe Pétain and Pierre Laval, are located in the Canyon of Heroes. Lest anyone need reminding, Vichy organized its own deportation to Auschwitz of over 70,000 Jewish French citizens.
The other two are more controversial, and the authors identify several arguments to support removing them. One is of Theodore Roosevelt, and the other is of Christopher Columbus.
In closing the letter, the group suggests alternatives:
In calling upon the Commission to recommend the removal of the aforementioned monuments, we also endorse any forward-looking post-removal initiative to advance understanding of these histories and make creative use of the vacated city property. These statues could be placed in dedicated museum spaces or memorial gardens, as has happened in Germany, India, South Africa and across Eastern Europe. The Roosevelt monument by James Earle Fraser could be profitably displayed alongside Fraser’s The End of the Trail in the Metropolitan Museum, for example, so that viewers could explore how race and eugenics were visualized in the period. The empty sites could be used as the subject for artistic competitions, as with London’s Fourth Plinth in Trafalgar Square. In short, we see the outcome of the Commission not as destroying heritage, let alone the purported erasure of history, but as the beginning of an exciting new set of possibilities for public art and museums in New York City, one finally devoted to an inclusive and reparative vision of the difficult histories of settler colonialism and the Indigenous peoples of this land.
Discussion:
- How would you describe the writing style in the letter? In what ways is it similar to and different from business writing?
- How is the letter organized? How could the organization be improved?
- Assess the argument for the two monuments in question. How do the authors use logical arguments, emotional appeals, and credibility? Which are their strongest and weakest arguments?
Alexa at Work?
Amazon's Alexa is coming to the office in the form of Echo. The company wants to install the voice assistant at offices for help with copying, meeting set-up, directions, and more.
Wirecutter describes the technology and use:
What sets Alexa and Echo apart from first-generation voice assistants is responsiveness. There’s no activation button to press. Simply say the trigger word (either “Alexa,” “Echo,” “Amazon,” or “Computer”) followed by what you want to happen, and it will usually be done—as long as you’ve set up everything properly and are using the correct command. Once you get used to the quirks, using Alexa feels much more natural and responsive than speaking to a phone-based voice assistant like Apple’s Siri. As a result, you’ll likely find yourself using your phone less frequently when you’re at home.
Although the technology may be an issue, BBC reports that the bigger issues are privacy and security. After all, Alexa would always be "on" and would hear everything that goes on in the office.
Amazon plans to partner with makers of cars and appliances, so Alexa can be with you at every step. Some analysts think Amazon's big push on Alexa compensates for its not having a mobile phone to compete with Apple and others.
Discussion:
- Do you use a voice assistant? How do you use it, and how does it work for you?
- What's your view of Alexa at work? What privacy and security issues might concern companies?
- Would you recommend Alexa for some types of business but maybe not others? Which?
Chipotle Announces Search for New CEO
After founding the first Chipotle restaurant in 1993, Steve Ells will leave his position as CEO and become executive chairman. Chipotle locations have struggled with food safety issues since 2008, when customers at a La Mesa, California, restaurant came down with hepatitus, and 54 Kent State students were affected by norovirus at a local restaurant. Since then, other locations have been affected by these illnesses as well as Salmonella and E. Coli.
Company stock has suffered, and this move signals a hopeful change. It's a tough spot for the company's board because Ells has been the face of Chipotle for so long, but the situation has not improved despite efforts for better food safety and new menu items, such as queso dip, which was not well received.
In a company press release, Ells is quoted:
“I am incredibly proud of Chipotle and our people – and grateful to our loyal customers – and while we are continuing to make progress, it is clear that we need to move faster to make improvements,” said Ells. “Simply put, we need to execute better to ensure our future success. The Board and I are committed to bringing in an experienced leader with a passion for driving excellence across every aspect of our business, including the customer experience, operations, marketing, technology, food safety, and training.”
Added Ells, “Bringing in a new CEO is the right thing to do for all our stakeholders. It will allow me to focus on my strengths, which include bringing innovation to the way we source and prepare our food. It will ultimately improve our ability to provide our guests with delicious food that is prepared with high quality ingredients that are raised responsibly and served in a way that is accessible to everyone. I am confident that this will allow us to deliver value for our shareholders, and provide rewarding opportunities for our employees. Chipotle has vast unrealized potential. As we work hard to restore our brand, I believe we can capitalize on opportunities, including in areas such as the digital experience, menu innovation, delivery, catering, and domestic and international expansion, to deliver significant growth.”
The board chair is also quoted, speaking highly of Ells:
“Steve is a visionary leader and one of the most successful restaurateurs in history, having grown Chipotle from a single restaurant in Colorado to more than 2,350 restaurants today. Steve made the decision, and the Board agreed, that now is the right time to identify a new CEO who can reinvigorate the brand and help the company achieve its potential. We are committed to recruiting a world-class CEO for this incredible opportunity.”
Discussion:
- Read the entire press release. What is not said? Should the release include anything else?
- How well does Ells's quote inspire confidence in the future of the brand? What parts do you find most and least convincing?
- Who are the audiences for the press release? What are the company's objectives?
- In a sense the board is demonstrating vulnerability. How would you describe their approach, and how effective do you think this is?
Indiana University Is Next to Suspend Greek Life
Indiana University is following what is starting to be trend: suspending campus Greek life. University officials say activities are banned until at least the spring. The decision follows similar recent actions by Texas State University, Ohio State University, Ball State, and the University of Michigan after various charges of hazing, drug and alcohol abuse, and a death at Penn State.
Indiana's Interfraternity Council President wrote, "We are looking forward to working with our partners on campus as well as national headquarters and alumni to achieve our common goal of creating a sustainable environment for all our chapters to excel in future endeavors."
Indiana is trying to enforce its standards for fraternities and sororities, which is detailed in a "Agreement for Greek Organizations." The agreement focuses on providing and maintaining a safe environment, including not participating in hazing and controlling events where alcohol is served.
Discussion:
- What effect do you think these suspensions will have on Greek life?
- What actions, if any, has your university taken? What do you think should happen?
- I can't find a statement from Indiana University. Should the administration issue one?
NBC Fires Matt Lauer
Another media star has fallen after reports of sexual harassment. NBC fired Matt Lauer after one complaint, but the company mentioned more were likely—and they have come.
Several women tell about Lauer's inappropriate attention, advances, and exposure. He played what Variety called a "crass quiz" at work that categorized women.
Lauer worked for NBC since 1994, mostly as a "Today" show co-host. Known as "the crown jewel of the network’s news division," Lauer interviewed U.S. presidents and other senior leaders and celebrities throughout this career.
On air, Savannah Guthrie, Lauer's co-host on the show, read a statement from NBC Chairman Andy Lack. She was emotional as she read the decision.
Lauer issued this apology statement:
"There are no words to express my sorrow and regret for the pain I have caused others by words and actions. To the people I have hurt, I am truly sorry. As I am writing this I realize the depth of the damage and disappointment I have left behind at home and at NBC.
"Some of what is being said about me is untrue or mischaracterized, but there is enough truth in these stories to make me feel embarrassed and ashamed. I regret that my shame is now shared by the people I cherish dearly.
"Repairing the damage will take a lot of time and soul searching and I'm committed to beginning that effort. It is now my full time job. The last two days have forced me to take a very hard look at my own troubling flaws. It's been humbling. I am blessed to be surrounded by the people I love. I thank them for their patience and grace."
Discussion:
- How well does Guthrie handle the announcement?
- Did NBC do the right thing in terminating Lauer? Was it too much of a risk after just one complaint?
- Assess Lauer's apology. How convincing do you find the statement? What else, if anything, could he say?
"Happily Gentrifying" Isn't Well Received
A Denver coffee shop is facing backlash from neighbors after posting a sign outside the building: "Happily Gentrifying the Neighborhood Since 2014."
Not everyone is a fan of gentrification, which typically means higher-income shops coming into a neighborhood with increasing rents. Often the result is that people of color and with lower incomes get driven out.
The coffee shop faced a broken window, graffiti outside the building that read "White Coffee," and about 200 protestors.
After initially dismissing the complaints and calling the sign a joke, the company founder said he didn't "fully appreciate the very real and troubling issue of gentrification." He also said, "I recognize that we had a blind spot to other legitimate interpretations. I sincerely apologize—absolutely and unequivocally."
Discussion:
- Should the founder or store manager have know better than to post such a sign? Or was it a careless mistake? Or something else?
- How do you assess the founder's initial and follow-up responses? How could he have demonstrated more humility?
CBS This Morning Responds to Charlie Rose
After CBS co-host Charlie Rose was suspended for sexual misconduct, Gayle King and Norah O'Donnell were left to pick up the pieces. They didn't shy away from addressing issues directly.
O'Donnell read from a script, and King had a script but didn't follow it as closely. She spoke from a more personal perspective, saying she is "not OK," and "I am still reeling." She mentioned her personal relationship with Rose but said, "He doesn't get a pass."
King hit on some points we haven't been hearing much about during all of reports of sexual misconduct, for example, the impact on women's bodies and on their careers and on what it's like for people close to an accuser to have conflicting, confusing feelings about the person.
The Washington Post covered allegations of sexual misconduct against Rose, including eight women, whose stories had "striking commonalities." Rose issued an apology statement:
“In my 45 years in journalism, I have prided myself on being an advocate for the careers of the women with whom I have worked,” Rose said in a statement provided to The Post. “Nevertheless, in the past few days, claims have been made about my behavior toward some former female colleagues.
“It is essential that these women know I hear them and that I deeply apologize for my inappropriate behavior. I am greatly embarrassed. I have behaved insensitively at times, and I accept responsibility for that, though I do not believe that all of these allegations are accurate. I always felt that I was pursuing shared feelings, even though I now realize I was mistaken.
“I have learned a great deal as a result of these events, and I hope others will too. All of us, including me, are coming to a newer and deeper recognition of the pain caused by conduct in the past, and have come to a profound new respect for women and their lives.”
Discussion:
- What's your view of this segment? How well do you think the co-hosts handled the situation?
- Assess Rose's apology. How does it compare to others we have seen?
- Rose was revered in the industry, but CBS didn't hesitate in suspending him. Did they do the right thing?