Email Niceties
We write certain phrases in emails by convention, but perhaps “I hope you’re well” is overdone.
A New York Times opinion writer pokes fun at the overuse of the phrase by showing a few examples. The emails are short and include ridiculous requests, for example, about a missing attachment or whether someone has rubber bands. Still, the writers apparently can’t resist asking about the receiver’s health.
In their responses, recipients answer the question, which of course, is not really expected. It’s like saying “How are you?” when passing someone in a hallway.
Discussion:
What’s the value of this phrase and others in email and in person? How do you feel writing emails without something like it?
What’s your view of the phrase: expected, overused, or something else?
What other phrases in emails do you think might be overused?
Government Scandal in Puerto Rico
Gov. Ricardo A. Rosselló says he will not resign despite protests about private messages that included personal attacks and crude language. With 11 of his top aides, Rosselló participated in chats via the messaging app Telegram. Almost 900 pages of text are now public, and we see insults about other officials with references to people’s sexual orientation, gender, and weight.
The news comes after government corruption chargers earlier this week. The governor admitted, “I committed inappropriate acts,” but also said, “I have not committed illegal acts.”
In a news conference, Rosselló used the words “improper” and “shameful,” but didn’t agree with the reporter that the chats were unethical.
Discussion:
Should the governor resign? Why or why not?
What’s your view of the private chats? Should government officials be able to message each other freely? Why or why not?
How well did the governor respond to the reporter’s questions? Did he convince you?
Relaxing Dress Codes
Just as schools are relaxing their dress codes, so are companies, including some financial firms. For schools, motivation comes from reducing body shaming and recognizing that gender isn’t binary.
At investment firm KKR, executives sent a memo to announce a new dress code. The rationale is stated, “Given the changing nature of workplace towards less formality…we believe this is the right change for our employees.” A Wall Street Journal article explains that KKR follows Goldman and JPMorgan in easing requirements in order to compete with technology firms for talent.
In the memo, KKR doesn’t give examples of acceptable and unacceptable attire, leaving the decision to employee discretion: “We trust you all to strike the right balance and exercise good judgment.” But executives did include this caveat: “At the same time, we recognize that many of our clients and other external relationships have a more formal expectation of professionalism. So please always have business attire available.”
Discussion:
How important is a company’s dress code to your job search? Could a more relaxed dress code make a difference in accepting an job?
Should KKR be more specific, as companies such as Starbucks are, in what is acceptable attire?
Report on Minimum Wage
The Congressional Budget Office has determined that raising the U.S. federal minimum wage to $15 per hour will improve pay for 17 million workers but leave about 1.3 million without jobs. A report explains the impact:
“[I]n an average week in 2025, the $15 option would increase the wages of 17 million workers whose wages would otherwise be below $15 per hour, CBO estimates. The wages of many of the 10 million workers whose wages would be slightly above the new federal minimum would also increase.”
Although it’s higher in some cities and states, the federal minimum wage has been $7.25 since 2009. The report explores changes related to increases to $15, $12, and $10 but concludes: “The options’ effects on employment and family income are uncertain.”
The report comes before a vote to pass the “Raise the Wage Act,” which is proposed by House Democrats to increase wages gradually to $15 until 2024.
Discussion:
Assess the graphic, at right, which is on the report cover. What does it mean, and how could it be improved? What’s your view of using the graphic on the report cover?
Assess the report. Which business communication principles are followed, and what could be improved? Consider organization, writing style, document design, and so on.
Finally, assess the report conclusions. What other data would be useful to know?
Suicide Among France Télécom Employees
Management couldn’t fire employees at France Télécom, so, according to critics, they harassed them hoping they would quit. But at least 35 committed suicide under the pressure, and some reports claim the number is closer to 60.
France Télécom was privatized and rebranded as Orange in July 2013. The company wasn’t keeping up with technological changes and, according to executives, were saddled with state employees, who are protected from termination. In 2007, Didier Lombard, the former chief executive of France Télécom, said they would get to their ideal number of layoffs “one way or another, by the window or by the door.”
A New York Times article describes the environment: “A grim universe of underemployment, marginalization, miscasting and systematic harassment was established at the huge company, according to testimony at the trial.” Managers tried changing job responsibilities for some workers, but employees were left without tasks or with tasks they couldn’t do.
With France’s high unemployment rate, employees felt they had few options. Union members, shown here, express their support during the trial in Paris. We’ll see whether the judges find company executives guilty.
Discussion:
How did management justify its practices? On the other hand, how could they have acted differently?
What experience do you have with international labor laws? Describe differences and how they might affect business decisions.
Should France reconsider its lifetime employment protections?
What leadership character dimensions are illustrated by this situation?
Why Political Campaign Emails Are Successful
With more than 20 democrats still in the 2020 presidential race, campaign emails are sounding more “desperate,” according to a Wall Street Journal article. The emails may be annoying, but they reap high rewards.
The number of candidate emails reached a high of 130 last weekend and are likely to continue. The article explains, “There is no such thing as too much. And the more cringeworthy the content, the more likely you are to click and give money.” Expect long subject lines, time-sensitive pleas, all-caps, contests, attempts at humor, and invitations to dinners and chats with candidates.
Candidates are trying to make themselves likeable and are practicing authenticity. Whether we know them any better from these emails is questionable, but the fundraising results are clear.
Discussion:
Have you received emails from candidates? What has been your reaction? Have you been inspired to donate to a campaign?
Assess President Trump’s email shown here. What principles of persuasion does his campaign use, and how effective do you find the message for fundraising?
Nike Flag Shoe Controversy
Nike pulled shoes with flag decorations and is taking some heat for the decision. The shoes featured 13 white stars, reflecting an early version of the American flag created by Betsy Ross in 1776. But, according to a Bloomberg article, “The design recently has taken another meaning for some Americans as far-right groups have claimed it as a symbol of their cause. It has also been criticized as evocative of an era when slavery was still predominant in the U.S.“
Former NFL quarterback Colin Kaepernick, who endorses Nike products, and others asked the company to remove the shoes because they are considered offensive. The company complied but is facing backlash from some groups, and the Air Max 1 USA sneakers are selling for up to $2,500 a pair. The company also issued a statement:
“We regularly make business decisions to withdraw initiatives, products and services. Nike made the decision to halt distribution of the Air Max 1 Quick Strike Fourth of July based on concerns that it could unintentionally offend and detract from the nation’s patriotic holiday.”
Sneaker image.
Colin Kaepernick and sneakers image.
Discussion:
What’s your view of the sneaker image: offensive, patriotic, or something else?
How do you assess Colin Kaepernick’s role in the controversy?
Did Nike do the right thing in pulling the sneakers? Why or why not?
Assess Nike’s statement in response to the controversy. What else, if anything, should company leaders have said?
Noncompete Agreements for Interns
A Wall Street Journal article reports that college interns are increasingly asked to sign agreements that restrict their job choices in the future. “Noncompete, nondisclosure and forced arbitration agreements,” which have been common for senior-level employees, have made their way down the ranks.
Now, interns are asked to sign agreements on their first day with a company, and they don’t always understand what they’re signing. An agreement can prevent a new grad from, for example, accepting an offer with a competitor within a geographic region.
Some agreements are important for companies to protect their intellectual property and preserve confidentiality, but critics say they go overboard. Also, such agreements may not hold up in court, particularly when they affect low-skilled workers.
Bottom line: interns should be careful about what they sign. An agreement may be more of a deterrent and might not inspire legal action, but students shouldn’t have to feel as though their choices are limited right after graduation.
Signing image source.
Noncompete image source.
Discussion:
What’s your experience with these employment agreements?
What would you do if asked to sign one?
What should companies do differently to protect themselves?
Kim Kardashian West Accused of Cultural Appropriation
Kim Kardashian West named her new line of shapewear Kimono and was accused of cultural appropriation. Kardashian West said the name, which, like her other brands, starts with a “K,” is “a nod to the beauty and detail that goes into a garment.”
A New York Times article describes the controversy over using the name of this traditional Japanese garment:
“But while traditional kimonos, which date from the 16th century, according to the Victoria & Albert Museum, have many associations, those tend not to involve lingerie, Hollywood celebrities or reality TV. Hence, the problem.”
Kardashian West is unapologetic and plans to continue with the line. She said, “I understand and have deep respect for the significance of the kimono in Japanese culture.”
The Times article mentions two other brands that haven’t received the same backlash: Kimono condoms, and Kimono Lash. The author considers whether the Kardashians’ use of social media made them both popular and vulnerable.
Discussion:
What’s your view of using the kimono name for a lingerie line?
Assess Kardashian West’s response: on target, insensitive, or something else?
Do you agree with the author’s conclusion about the Kardashian fame? Why or why not?
How to Navigate Multiple Offers
It’s one of those “good problems”: getting more than one job offer. But navigating the relationships and making a decision can be tough.
A Wall Street Journal article tells the story of a man faking his own death to avoid telling a company that he didn’t want to take the job after accepting an offer. According to an executive at the staffing company Robert Half, “ghosting” a prospective employer is most common among people out of school between two and six years. More and more, employers receive last-minute text messages or no-shows on the first day of work.
A management consultant believes the trouble is that college students lack the communication skills to handle these situations more professionally: “This is the generation that breaks up by text message, so in a professional context, to have to let someone down or give bad news was terrifying.”
Twice this past semester, students asked me for advice in reneging offers. Overall, I’m not a fan of the tactic. To me, it’s an issue of integrity: when students make a commitment to one employer, they shouldn’t change their minds when a better offer comes along. I also worry about their reputation in the industry—and whether their expectations will be too high for the new job, and they’ll end up disappointed. At Cornell, students also give up their access to career services in the future when this happens.
But students do what is best for them. What matters after the decision is how it’s communicated. I always suggest a phone call rather than an email, which takes courage. A direct, honest approach is best, with an apology and some understanding of how the decision affects the employer, who’s left with an unfilled position and additional recruiting time.
Ideally, students get offers at the same time with the same decision deadlines, but of course, that’s not always the case, and comparing offers becomes challenging. The WSJ article recommends these practices for evaluating and accepting job offers:
DO
* Make clear early what you’re looking for in a new job.
* Ask employers their timeline for making a decision.
* Express appreciation and enthusiasm when receiving an offer.
* Take time to assess each offer carefully, weighing both financial and quality-of-life factors.
DON’T
* Communicate important decisions by text or email.
* Try to pit one employer against another in a bidding war.
* Respond to a job offer by announcing that you already have a competing one.
* Base your decision solely on pay.
Discussion:
Have you been in a situation of having multiple offers? How did you handle it?
Have you reneged on an offer? How did you communicate the decision, and how did the employer react?
What other advice would you give students who have multiple offers?
Rutgers Chancellor "Berates" Police Officers
The Chronicle reported that Rutgers Chancellor Nancy E. Cantor “apologized for berating campus police officers.” On her way to the airport, Cantor’s driver hit a parked police car. She was detained and said, “If I miss my airplane, you folks are in trouble!” When an officer asked, “I’m sorry, who are you?” she yelled, “I’m the chancellor!”
The episode, which happened in March, was recorded on the officer’s body camera. Part of the debate is about whether Cantor needed to be detained because she entered the vehicle after the driver hit the other car.
Regardless, the video became public, Cantor apologized, and the Rutgers-Newark police chief responded:
“I appreciate Chancellor Cantor taking the time to review the video. I along with the RUPD are appreciative of her kind words and support. The sentiment is extremely appreciated, and we look forward to continuing a positive working relationship with the Rutgers-Newark chancellor’s office.”
Discussion:
Watch the video exchange. What’s your view of the chancellor’s behavior with the police officers?
Should the officers have done anything differently in this situation? Why or why not?
Assess the police chief’s response. How well does he demonstrate forgiveness?
Boeing at the Paris Air Show
After two fatal plane crashes involving its 737 Max jet, Boeing is trying rebuild its image, and the company made some headway at the Paris Air Show, an international aircraft sales event.
Company leaders are coming closer to admitting mistakes more directly. CEO Dennis Muilenburg said, “We clearly had a mistake in the implementation of the alert.” Muilenburg also admitted that company communications were “inconsistent” and “unacceptable.” Kevin McAllister, the company’s head of commercial aircraft, said, “We are very sorry for the loss of lives as a result of the tragic accidents...our thoughts and our prayers are with their families," and "Our priority is doing everything to get this plane safely returned to service. It is a pivotal moment for all of us.”
At right is a video of McAllister discussing future plans.
Illustrating confidence in the plane, IAG, which owns British Airway, ordered 200 new 737 Max jets, worth about $24 billion at list price. Airbus wants a chance to bid, and we’ll see whether the request is granted.
Discussion:
Based on this and other news reports, how well is Boeing recovering from its crisis? Read more about reactions to the IAG order to help inform your conclusion.
Analyze Kevin McAllister’s communication in the video. Compare his style and approach to Dennis Muilenburg’s. What similarities and differences do you observe?
Harvard Rescinds an Offer
Harvard withdrew an admissions offer after discovering racist comments by the applicant online. The applicant, Kyle Kashuv, posted his version of events, including Harvard’s withdrawal and his responses before and after the final decision.
Kashuv became an activist for gun rights after he survived the school shooting in Parkland, Florida. He joined Turning Point USA, which The Chronicle describes as “a right-wing organization with chapters on many college campuses.”
Despite his explanation and apology, Harvard decided to rescind the offer. ]
Harvard College image source.
Discussion:
Read Kashuv’s account of what happened as well as news articles. What’s your view? Did Harvard make the right decision? Why or why not?
What, if anything, could Kashuv have done to prevent the withdrawal? Could he have been more persuasive in some way?
Mets Manager Admits Mistake
Mets manager Mickey Callaway admitted that an “administrative” error of switching pitchers “probably cost” the team the game. According to reports, the admission was unusual. As one news outlet explained, “His postgame press conferences can get combative, and his unwillingness to admit to any wrongdoing hasn’t played well with the New York media.”
Fans and players seem to be responding positively to the Callaway’s apology. One example is the response from first baseman Pete Alonso:
“Having a manager that’s not straight up and honest, that’s tough to play for a guy like that. But I’m fortunate enough to play for a guy like Mick. I love playing for Mick and all of the other guys love playing for Mick because he’s been honest and straight-up.”
For years now, corporate stakeholders have expected more humility from leaders. Seeing an example in sports is refreshing.
Discussion:
What’s your view of Callaway’s admission?
Not everyone likes this approach. I haven’t seen the clip, but a friend tells me local sports commentators said they want to see more “leadership.” Is admitting failure not part of demonstrating leadership?
What other leadership character dimensions are illustrated by this example?
Analyzing an Infographic
PR Daily presents social media trends in this infographic. Categories include social selling, social listening, influencer marketing, ephemeral content, and social advertising.
The graphic is easy to read and uses several different data displays—some more meaningful than others. Data about social listening, one of the five categories, is at right.
Discussion:
Analyze the audience for the graphic and identify the communication objectives.
What works well about the entire graphic? Consider the organization, writing style, and data displays.
What could be improved?
VW's New Ad
Volkswagen is still trying to rebuild its image after the emissions scandal in 2015. A new advertising campaign tackles the issue directly, beginning with audio news reports from that time. But the focus, described on YouTube, is on the future: “Every negative has a positive. Learn more about our all-electric vehicles and our plans to help make a better tomorrow at vw.com #drivefortomorrow #vw.”
With an emphasis on innovation, the ad is set to Simon and Garfunkel’s classic song, “The Sound of Silence.” Viewers can imagine company engineers during the past few years creating a new line of electric cars— while VW executives said little about the controversy.
The senior VP of marketing for VW of America acknowledged that the ad is risky but explains the rationale:
“[w]ithout mentioning the past...we would never have the credibility or authenticity to move forward with the brand. Through the last three-and-a-half years or so we kind of operated as usual in the consumers [sic] eye. We kept a very consistent message in the marketplace but didn’t really have a powerful point-of-view as a brand.”
Discussion:
What’s your view of VW’s new ad campaign? Did the company make the right decision by invoking the scandal?
Other companies facing scandals, such as Uber and Wells Fargo, placed large apology ads, but VW didn’t take this approach. Why do you think that may be the case? Compare VW’s strategy to other recent recovery campaigns.
Carnival Responds to New Charges
Again, Carnival Cruises is accused of polluting and cover-ups. In 2016, the company paid a $40 million settlement because of actions by its Princess Cruise Lines, including dumping oil-contaminated waste. Now, the company has admitted to violating the 2016 agreement and will pay an additional $20 million.
The Justice Department’s statement identifies violations of probation terms, such as falsifying training records, preparing ships before inspections, and discharging plastic into the water. The plastic discharge was from another Carnival Cruise ship, the Carnival Elation.
In response to the charges, company chairman Arnold W. Donald said, “I do take responsibility for the problems we have. I am extremely disappointed that we’ve had them. I know you have reservations about our commitment and who we are. I want you to know we are fully committed.”
The company also posted a response on its website: corrective actions, information about water treatment, and FAQs. The short press statement, at the top, includes the company’s commitment:
“Carnival Corporation remains committed to environmental excellence and protecting the environment in which we live, work, and travel. Our aspiration is to leave the places we touch even better than when we first arrived.”
Discussion:
Assess Carnival’s response. What persuasive strategies does the company use on its website? What works well, and what could be improved?
The chairman said, “I know you have reservations about our commitment and who we are.” Do you have reservations? Why or why not? How can the company change perception? Consider dimensions of leadership character.
Persuasive Writing
Trish Hall, author of an upcoming book, “Writing to Persuade,” offers advice in a New York Times opinion piece. Most of her suggestions follow principles taught in business communication courses:
Tell the truth. Hall says that emotions are usually more persuasive than facts, which is true, yet she cautions against losing trust. Her advice is backed by research on behavioral integrity—doing what we say we’re going to do.
Be quick about it. Hall emphasizes conciseness, a well-worn principle of business communication.
Banish jargon. Using simple language is another core principle of business communication.
Know your audience. Hall recommends listening to what your reader needs; for example, condolence notes should include something personal about the loved one. Tailoring to the audience is good advice for any message.
Just ask. Hall says people could ask more directly for what they want. I agree, but I’m not sure about her example, which is for “Getting someone to show up”:
No:
Dear Everyone,
I’m involved with a group that gives scholarships to young people and I am hoping that some of you might be able to attend our celebration next Monday. Let me know if you can.
Yes:
Dear Trish,
I’m involved with a group that gives scholarships to young people and I am hoping that you can attend our celebration next Monday. A number of people you know, including John and Jim, will be there. Can I leave your name at the door? It’s at 6 p.m. at the Historical Society Building.
Discussion:
What other persuasive business communication principles would you suggest for writers?
What’s your view of the “Yes” example above: too pushy or about right? What principles does the example follow, and what, if any, changes would you suggest?
I’m curious about the article title, “How to Get Every Email Returned,” which doesn’t quite match the content. What’s your view?
Character Lessons from Bill Buckner
Every obituary about Bill Buckner mentions the former Red Sox baseball player’s fatal error in the 10th inning of “Game 6.” Playing against the Mets during the 1986 World Series, Buckner let a ball go through his legs and lost the championship, which would have been their first since 1918.
In 2008, with tears in his eyes and to a standing ovation, Buckner threw out the first pitch at Fenway Park when the team was honored for winning the World Series in 2007.
How does someone overcome such a mistake? The New York Times reports that fans were gracious, cheering him when he appeared on field in later years. Buckner did say that it’s “the ugly part of sports” that we focus on just one play in an otherwise stellar career:
"I don't think that in society in general that's the way we should operate. What are you teaching kids? Not to try because if you don't succeed then you're going to buried, so don't try?"
Discussion:
What character lessons can we learn from Buckner’s experience?
What mistake have you made and recovered from? What did you learn about yourself in the process?
Avis Announces New CEO
Avis is looking for a new CEO while trying to navigate the changing rental car business. Larry De Shon was appointed to the position in 2016 after ten years with the company. I’m curious why he’s leaving.
News reports, such as a Wall Street Journal article, don’t provide an explanation. The stock has done well, and Avis has made strategic moves, including servicing Waymo’s self-driving cars. As part of its repositioning, Avis now considers itself a “provider of mobility solutions” instead of a car-rental company.
Avis’s news release presents De Shon positively, including his glowing quotes about the company and the board chair’s quote about his success:
“On behalf of the Board and the entire team, I’d like to thank Larry for the many contributions he has made to Avis Budget Group since he joined the Company in 2006, and for his exceptional leadership as CEO for the last four years. Larry has played an instrumental role in positioning Avis Budget for the future of mobility, while navigating through unprecedented industry challenges. Together with our outstanding management team, Larry has built a strong foundation for growth and continued success. We are pleased that we will continue to have access to Larry’s insights.”
Avis is also planning to keep De Shon on until the end of the year for a transition period, which is another sign that he isn’t being forced out.
Discussion:
What do you think is the reason for De Shon’s departure?
Should Avis or De Shon say more? Or should I mind my own business?