It’s Usually Not Mother’s Day

Are there any people other than mothers who ever truly know that they have been the most important person in the life of someone else? I like this question, and ask some variant of it in most of my professional communications classes, on the first day, to explain why workplace documents should be as brief as possible (but no briefer). Unless you are a Mom addressing your young child (or, I suppose, a blessedly happy spouse addressing your partner), chances are excellent that you are not the most important person in the life of your reader. Respect that fact always, and don’t waste anybody’s time. Be generous by being concise.


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Complex Communications Solutions vs. Perhaps a Simpler One

DavidWaterScherer

From Paul Constant in The Stranger today:

Chris DeRose published an article at Business Insider addressing the fact that McDonald’s is failing at customer service, with a vice president of the company openly talking about the “rude or unprofessional employees” at some franchises. Here are DeRose’s suggestions:

  1. Create shared emotion around delivering a great customer experience. 
  2. Keep simplifying work processes and rules
  3. Invest more in tools and training.
  4. Reward and recognize great service.

What DeRose doesn’t suggest? Paying the employees a living wage.

———

h/t @atrios

Collage by David Scherer Water, used with permission

 

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No More Memos

Delivered to my house this week was the instructor’s edition of Daniel G. Riordan’s stalwart textbook Technical Report Writing Today, 10th edition. I was thrilled, I have to say, having used the 9th edition of Riordan’s text in my upper-level communications classes for years because I loved its pristine prose, lucid organization, meat-and-potatoes examples, and writing exercises.

In the new edition Riordan has directly addressed changes in the way professionals write one another. Discussion of “Memos” is gone completely; the word is not even listed in the index. “People don’t write memos any more. They send e-mails with attachments,” Riordan notes. And the chapter on “Letters” is no more. Discussion of this topic is tucked into the chapter on Job Application materials.

Added are sections on social media (of course), presentations, and writing grants for non-profit organizations.

Regarding the latter Riordan notes: “Many of our students will be involved in such writing either because they work for a non-profit, or because as a community member they join a board that requires such work in order to facilitate the daily running of the organization. In addition this topic allows students a wonderful opportunity for a community service project. Whether you are in a major urban or a rural area, you will be able to find a non-profit organization that will be delighted to have your students help them with this important work. Creating a grant proposal will also place your students into the world where their writing ‘counts,’ not for a grade but to make a difference in other people’s lives.”

My students will find this new edition immediately useful. Almost all of them volunteer for one or more non-profit organizations and choose them as the basis for real-world term projects.

The book will be a handy addition to the library of any communications professional or academic as well. (Look at Riordan’s Table of Contents.)

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Make Room for Working

“Of the three goals to which all aspire – success in love, in society, and in profession – only two are plausible simultaneously: you can’t have a smooth love life, a rich social life, and still get your work done. …

hydrant

“Among the rare positive attributes of aging is the involuntary urge to find patterns: if I had not exactly forgotten that I too was reared a Quaker, I had suppressed it; suddenly this Quaker island [Nantucket] spoke – as we Quakers say – to my condition, and this condition was not godly but juvenile, free of lust and longing, like a child alone in the giant potential of his nursery. Anyone can waste himself but only I can pen my tunes, and the time had come.” – Ned Rorem, from “Out of Nantucket,” in Other Entertainment (1984)

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Students Look at Digital Media

Students in my “Marketing in a Digital World” class at Kwantlen Polytechnic University have been keeping one another up to date on developments in digital and social media with their blogs and their classroom presentations. This class would be impossible to teach without the range and intelligence of their regular contributions. I think you will enjoy their work. #MRKT3311 is their twitter-feed.

In recent posts Rashad Khan discusses Twitter’s new “twitter card” platform and scorpiogirl8 shows you how to create your own infographics.

(cross-posted at basil.CA)

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To thank or not to thank on Twitter?

Nick Bilton’s suggestion that e-mail thank-yous are a time waster has sparked debate on whether or not it’s appropriate to thank people in digital communications. Some have gone so far to suggest that this new social ethic of efficiency is creating a generation of sociopaths.

I was just thinking about this the other day in the context of Twitter. I follow a couple people who thank their followers for every retweet and mention. While these tweets are technically typed in manually, there’s an automatic quality about them that makes them about as meaningful and personal as an auto-DM. And I hope we all know by now how gauche those are.

A few days ago I received an auto-thanks and Follow Friday mention from a popular education blogger, mentioning about ten other Twitter handles. Then I received about eight retweets and thanks from people on that list replying-all to the original tweet. It might have been more had I not started blocking people out of frustration.

My advice in two words: stop that. The automatic “thank you” for a door held open IRL is welcome because it is fleeting. But many of us have e-mail and phone alerts turned on for retweets and mentions. If you had to delete an e-mail or tap an icon on your phone every time someone thanked you for holding a door open, the gesture would begin to lose its charm.

If you want to thank a follower, try doing what I often do: go back through their feed a few tweets and see if there is something there you can retweet, favorite, or comment on.

If you feel you must thank, thank sparingly and genuinely. Take the time to verbalize the reason you are grateful.

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“Scholarly Writing and How to Get It Done”

That’s the subtitle of my favourite blog on academic writing, “Stupid Motivational Tricks,” authored (primarily) by Jonathan Mayhew, a Professor of Spanish at the University of Kansas, who is a friend of mine and has been since our days in the sun in graduate school at Stanford. I have mentioned Mayhew’s work earlier, in my post on “The Plain Style.”

Mayhew’s blog is notable for its winsome erudition and a tart, funny and hyper-lucid prose style. Its focus on practical strategies for actually putting words on the page is unmatched among scholarly blogs and books I’ve seen. His insights on the latter include ways to divide one’s days and weeks rationally, how to use one’s non-writing time to resolve intellectual and creative problems, and how best to interact with one’s peers.

All of these insights are “portable,” and can help you become more productive in your own workplace. His blog is worth bookmarking as a resource for all writers.

I quite like Mayhew’s recent posts on “creative uses of theory,” like this one called “The Theoretical Reading“: It is said that if you don’t have theory, you will be relying on an unstated theory, unreflectively. That is true. Not having a theory or not having theory will not make you into a creative reader! In fact, you are likely to have very dull ideas, in the same way that someone who knows nothing of poetry is likely to write a poem about flowers that rhymes.

Full disclosure: A few years ago I made one post on this estimable blog. It was titled “Detecting BS.”


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Getting in a communication state of mind: 3 tips

Over the past few days, I’ve come across three great articles about mentally setting the stage for successful communications.

Heidi Grant Halvorson’s “The 2 Epiphanies That Made Me a Better Negotiator” points out that viewing negotiation as a challenge rather than a threat and focusing on potential gains rather than potential losses lead to less stress and better outcomes.

Cindy May’s advice on acing a job interview? Feel powerful. Also try this when you sit down to write your cover letter and resume or university applications.

Michael Erard’s “Escaping One’s Own Shadow” advises you to “cleanse your linguistic palate” before sitting down to write by reading authorial styles that differ a great deal from that of the piece you are writing. He also makes a good case for shutting off social media while you work.

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CMO.com: A very useful resource

Last week I gave a presentation to the Vancouver chapter of Construction Specifications Canada. It was called “Twitter? LinkedIn? How to Use Social Media Professionally.” The room was filled with architects, engineers, landscapers, contractors, and one or two marketers: an animated, serious, and friendly crowd. One attendee wrote me afterwards to say that the mood in the room went from skepticism (“does our business really need social media?”) to enthusiasm (“look at all the ways we can find and engage clients!”), to trembling (“the enormity of commitment to social media that is possible and available seemed scary”) (a rare, admirably correct use of the word “enormity,” by the way). Many attendees told me they left with a better idea of how to approach this field and how to be selective in terms of which social media platforms to focus on.

I explained how eight social media platforms – Twitter, LinkedIn, Google+, Facebook, Pinterest, YouTube, Flickr, and blogs – were being successfully utilized in my audience’s industries. As a handout I provided CMO.com‘s 2013 Guide to the Social Media Landscape, which compares the first six platforms above in terms of their effectiveness across four categories: customer communication, brand awareness, driving traffic to one’s website, and search engine optimization (SEO). It’s a handy-dandy PDF:

According to its website, CMO.com is “Adobe’s content site created to provide digital marketing news and insight for senior marketing executives around the globe. Its aim is to help CMOs stay informed and save time so they can more effectively lead their companies in the digital world. The editors daily review relevant content from more than 150 leading content sources, including major business, advertising, social media, and marketing-industry publications and Web sites.  We scour posts from thought leaders and influential bloggers.  Plus, we publish articles by experts—Adobe’s own, as well as those from around the industry—agency leaders, and other CMOs that you won’t find anywhere else.”

It’s a marvelous site that, in addition to news, provides slideshows, event listings, lucid infographics, interviews, case studies, and product evaluations.

I tell my marketing students they need to check into CMO.com at least twice a week: “You will be paid to be the one person in the room who is on top of everything. Reading CMO.com is one way to help make sure that’s the case.”

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Stopping the Page from Being Blank

In the mid-1990s, shortly after I moved to Vancouver, I got a job doing Investor Relations for a public company drafting news releases, presentations, brochures, and the like. I would put drafts of these items together and present them to management and staff. During these meetings one sedulous and normally silent colleague would typically tear my work to pieces: “What about that, and this. And you forgot that,” etc. I did my best to address all these concerns and fill in the lacunae and maintain my professional demeanor.

One afternoon during such a meeting the company President evidently guessed that this regular show was beginning to make my smiling responses seem a tad bit forced, and he asked my colleague, “Where were you when the page was blank?” (I believed at the time that this utterly marvelous sentence was original with my client. It wasn’t, alas.)

While this remark later became my unofficial job description on basil.CA — “Essentially what I do is stop pages from being blank” — it completely silenced our sedulous colleague forever after, sometimes to the detriment of our company’s IR activities.

I tell my students that colleagues and teachers who edit their work have the same goals they do: To make prose on a piece of paper (or on a computer screen) more correct, concise, complete, convincing, and current. “It’s about the paper, not you. Don’t take it personally. And certainly never feel hurt by this process.”

Addendum: The company President mentioned above needed no more than three or four elliptical sentences by me on a draft news release to compose a detailed, two-page revision himself. But he was helpless before the blank page. My mentor at Prometheus Books Inc., Doris Doyle, was the same way. Each could compose blemishless prose themselves, by fixing the work of others. My sometimes lame drafts served as “generative devices” to get their own prose going.

“Generative Devices,” wrote my Stanford professor Gil Sorrentino, “are consciously selected, preconceived structures, forms, limitations, constraints, developed by the writer before the act of writing. The writing is then made according to the ‘laws’ set in place by the chosen constraint. Paradoxically, these constraints permit the writer a remarkable freedom. They also serve to destroy the much-cherished myth of ‘inspiration,’ and its idiot brother, ‘writer’s block.'”

I rather like knowing that I was the “preconceived limitation” that got my colleagues’ writing engines humming.

typing


Photo by Miles Basil.

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