Tag Archives: organizations

The Seduction of Best Practices

by on April 13, 2011 in Organizations

I’ve been a fan of Dave Snowden for a while. Every so often I peek in on his work at Cognitive Edge and am often blown away by his insights. Here’s his take on best practices:

Now when you say that we should prepare ourselves to handle an uncertain future most people agree without a problem, the trouble comes when you try and explain just how major a shift in thinking this is going to be. For starters you don’t prepare for future uncertainty but following recipes based on case studies of what has succeeded in the past. Best practice is generally past practice and suffused with the seductive opiate of retrospective coherence and apparent safety. Many a reader of the airport Management how it was done books has fallen for the charms of the lotus eaters. I often see these books as examples of detective fiction, the author can decide who did it, while scattering multiple clues to mislead the curious reader. With the benefit of hindsight the final denouement allows the hero/heroine to show their genius by connecting the dots. Being wise after the event is only too easy, seeing patterns of causality in past case studies is too often an example of fundamental attribution error, confusing correlation with causation.

Indeed, there is quite a seductive quality to adhering to best practices. This is the introduction to a series talking about his three principles of complexity based management.

Why It’s Not Smart To Assume Universal Values

by on January 21, 2011 in Research

Think those values around ethical research you have are universal? Think again. The folks at Mind Hacks point to an interesting article from the Dana Foundation about how different cultures share different worldviews of ideas like knowledge, ownership and anonymity.

The scientific method itself also conflicts with indigenous Canadian peoples’ worldview. Most scientists consider knowledge to be objective, evidence-based, and individualistic. It resides within individuals, and scientific research aims to obtain this knowledge from groups of individuals and natural phenomena, to construct an objective view of the truth. By contrast, many indigenous peoples view knowledge as relational—it is received and constructed from one’s relationships with other people, including that which is passed down from ancestors, and with the relationship with the natural world.

What does this mean for market researchers and business anthropologists? It’s yet another cautionary message that simply assuming each population we study shares our values can yield very poor insights. Not every organizational culture is the same. Study companies for just a short time and you’ll notice that each one assigns different values and meanings to knowledge, collaboration, and leadership.

So rather than starting from a place of knowing how an organization works, thinks, and behaves, we have to take a few steps back to that place of unknowing. Otherwise, our research becomes more a study of ourselves instead of our actual subjects.

Great Customer Engagement Starts On The Inside

by on February 16, 2010 in Organizations, Relationships

Most businesses that know they need to create a customer engagement program start with good questions:

  • How do we establish our brand promise and get it in the forefront of our customers’ minds?
  • How do we become an essential partner with our customers?
  • How can we best understand their everyday needs and challenges?

What’s missing here, though? Most questions and objectives that drive customer engagement programs focus on the external but give little thought and planning to the internal…you know, those people you might know as “employees.” I’m probably preaching to the choir if you’re a community manager or in a similar role where your success is tied to gaining internal buy-in (if this is you, feel free to share this post with your manager, CMO, or CEO who needs a good prodding).

Okay, so if you or your company is intent on implementing a customer engagement program think about how it will integrate into your organizational cultures and dynamics. The question that needs to be asked is:

  • How can we generate acceptance and adoption of this program throughout the organization?

Success in your program begins with making sure your entire organization and workforce is aligned to your program’s goals. Here are a few ideas to make that happen:

Get internal buy-in. Yeah, I know…easier said than done. But consider this: your customers are savvy enough to know when they’re being conned and even a whiff of insincerity will trigger a nasty visceral response that will only get amplified through the web and social media. Avoid that insincerity by making sure that each one of your employees – not just the ones who are customer-facing – know the objectives and expectations of your customer engagement program. Each employee needs to embody the soul of your program. If they don’t, they might as well just answer the phone with “Hello, how can I lie to you today?”

Identify prospective employee evangelists. Just as you’re going to want to locate your customer evangelists, you need to figure out who among your employees are going to be crucial to successfully launching your program. Not sure? Conduct a social network analysis inside your organization. That will help you determine who your prime influencers and connectors are. These folks are not always managers and execs…they could be your receptionist or mailroom guy or junior salesperson. But whoever they are, you need to encourage them on-board, get knowledgeable about the program, and give them all the tools and resources they need to evangelize your program from the inside.

Understand and build competencies. Don’t assume all your employees are techno-wizards and social media smarty-pants. Many are not so it’s your mission to figure out which individuals need training and then deliver it. If you’re developing an online community, give your folks a chance to get their mitts on it. If you’re using video to connect with customers, make sure your employees know what’s happening so they don’t sound like ignorant buffoons. Nothing is worse than developing a slick new program but not having all your employees reading and working from the same playbook.

And for heaven’s sake, BE REAL. I’m going to level with you about something you probably already know: trust in corporations is at a pretty dismal place right now. Customers are on hyper-alert for any phoniness so if you’re thinking you can glide your way through an engagement program, you might want to let your PR folks know up front. Your program will only be successful if your business and brand are real, honest, transparent, and caring about your customers. Get that right and your customers will be open and willing to build a great relationship with your company.

photo credit: pdxdiver (via Flickr)

The Myth of Fit

by on November 30, 2009 in Organizations

Bob Sutton is one of my heroes. This excerpt gives some indication why:

Does your interview decision-making process end something like this?

I like this candidate. She fits our organization. She’s like us.

If so, it’s time to take a good look at the organization you’re building. In this day and age, do you truly believe the best way to succeed is going to be hiring like-minded people with like-minded outlooks and like-minded skillsets? If so, tell me how the view at the bottom looks. Because here’s the brutal truth: it’s not the like-minded individuals that grow and transform business in this maelstrom. It’s the counter-thinkers, the revolutionaries, the courageous souls who throw all the usual bullshit out the window in order to make room for ideas that transform.

Bob Sutton – Weird Ideas That Work: How to Build a Creative Company (p 11)

How many organizations use their “corporate culture” like a cudgel, bludgeoning and cramming every employee into a narrowly defined sense of what fits the executives’ idea of success? Its always couched in a way that makes it seem like its the best course of health for the business…but is it? For every Zappos that might get it right, there are countless other organizations that flail about with yet another way to control their employees.

Is the notion of corporate culture that’s paraded about today beneficial? Or does it lead to a form of necrosis that threatens the future welfare of the enterprise? Unlike organic cultures, corporate cultures rarely evolve. Instead, they become entrenched, just one more thing that gets added to the mentality of this is the way things have always been done.

What if there’s a different way of understanding culture? Of creating a better workplace that is not only successfully groomed for the future, but humanizes the organization?

As you get ready to enter 2010, take a good, hard look at whether your “corporate” culture is growing and transforming your business. Or if it’s creating Stepford-like employees who think and act alike, now is the time to make changes to your people practices.

It’s okay to embrace values to define your organization, but not at the expense of insisting each and every employee conforms to a top-down, highly limited idea of corporate culture. Stop seeking out and creating clones. Let your employees bring their whole selves to work even if parts of those selves conflict with your notion of “fit.”

Six Criteria For A Healthy And Effective Workplace

by on October 26, 2009 in Organizations

Sick and tired of being sick and tired about work? While indicators for workplace health my be declining, all is not lost. Ellen Galinsky at the Families and Work Institute notes there are six ways organizations can promote a healthier and more effective workplace.

As a manager or executive, how does your organization rank based on these criteria?

  • learning opportunities and challenge
  • a good fit between work and personal life
  • autonomy
  • having a supervisor who supports job success
  • economic security
  • a work climate of respect and trust

More from the CNN Health article…