SOPA Strike
Frequently Asked Questions About Peer Coaching Groups
Frequently Asked Questions About Peer Coaching Groups (PCGs) We assume that you have already read the information on the page Start a Virtual Support Group to Help With Stresses of COVID-19. The information on that page would answer all of the typical questions about planning and operating a support group. However, the following questions still …
Rap Genius – When Your Co-Founder Creates a Crisis
Crisis plans should include the possibility of even the highest-ranking employees causing reputation damage Unfortunately, after every tragedy there are some who are going to make wildly inappropriate comments or even joke, and if one of those people is your organization’s co-founder, you have a major reputation management issue on your hands. That’s precisely the …
Facebook’s New Privacy Policy Smart Crisis Management
Privacy changes a healthy move for social network’s reputation Widely blasted by regulators and users alive for a lack of effective privacy settings or respect for the sanctity of users’ information, Facebook is far from the cutting edge of the confidentiality movement. However, a recent change is a surprising step in the right direction and …
American Girl’s Defensive Crisis Management
Stakeholders upset by retiring dolls bombard social media Dollmaker American Girl was slammed with a major social media backlash after announcing it would be retiring four dolls from its historical character collection, including one of Asian descent and one of African descent. Thousands of Facebook comments and tweets accused the company of everything from ignoring …
Fox Business is Asking for Trouble
Network’s latest hire creates huge crisis management risk Even in an era where many members of the media are more keen on big ratings than credibility, Fox is scraping the bottom of the barrel in terms of reputation. While one might expect the network, lambasted regularly for biased reporting and a lack of fact-checking, would …
Preparing Millennials–A Matter of National Interest
Our current generation of millennial professionals will make up the majority of the workplace in the next twenty years. Employers report millennials aren’t ready for work–that in management and leadership areas they only succeed because they are bright achievers. So far. We have the power to change that. It’s not anyone’s fault–everything is happening so …
Cyber Crisis – EA Servers Used to Phish Apple IDs
Example of how the cybersecurity issues of others can quickly become your own As cybercrime becomes ever more lucrative, hackers are seeking to attack specific targets in any way possible. In a reminder of the reality that, even if your systems are secure, there are ways for criminals to target your customers from other angles, …
The Process Made Easy
The Only Form of Problem-Solving What would you say if I were to say there are no secret processes to be had–just the basic process we can apply to every plan we have to make and every problem we have to solve? I hope you would be flabbergasted, but believe me when I say it …
3 Keys to Organizational Development Training Strategies
“Where the hell have you men been,” asks the colonel in a 1981 Bill Murray comedy film, Stripes. (video) “Training, Sir,” he answers, drawing out the word “training” until it sounds ridiculous. And funny, of course. The troops, feeling responsible for their sergeant’s hospitalization and under the “emergent” leadership of Murray, had worked all night …
There’s No Crying In The Workplace…
…It’s Your Money and Corporate is to Blame That Your Not Getting It. We all know people who follow their supervisor’s every whim – blowing the way the wind blows. For some reason, you can’t do that. You’re too independent, too creative, but competent nonetheless. Still, you’re being set up to fail. It’s all about …
Worst DMV Customer Service Cherry Hill, NJ
Funny isn’t it? It’s also part of song–but probably wasn’t the real place when the song was written, although it could have been. It’s real now. For Department of Motor Vehicles (DMV) matters many drivers I know do their best to avoid this particular branch. I remember a song now, “A Must to Avoid.” Ever …
Poorest Customer Service in the Land Where it Really Counts
No, it’s not a Fairy Tale. It’s more like a rave about bad customer service, why they don’t give good customer service, and naturally, why we should, which gets us to the training part of this. I guess I should feel lucky to not live in a third-world county, but I think I’d get a …
Training To Prevent Cyber Attack
“No one felt safe from anyone anymore. Many more millions died as brother turned against brother in the War Against Terror, and countries turned within, no longer wanting anything to do with the rest of the world; their world was enough. Then the terrorists exacted their revenge and used the Internet, the one link some …
Training The Government Where the Buck Stops
As a customer service manager, I am called upon to train others on the subject. In my search for continuous learning, I happen to run across an article by Pivot Point Solutions, based on President Obama’s Executive Order to improve customer service. What a lot of people don’t know is that, although the Executive Order …
Are Corporate Universities the Answer?
In any discussion of educating or training our young, we must talk about both education and training. We want our managers, and certainly our CEOs, COOs, CFOs, CTOs, and quite a few others to have impressive degrees and from impressive institutions of higher learning. The levels have changed over the years. A long time ago, …