3 posts categorized "February 2012"

February 21, 2012

Is Email Your Company's Secret Weapon Or Achille's Heel?

Your company's culture springs up based on the conversations leaders lead and actions they allow. "How are things done around here?" is the most important question you need to manage if you want to build a positive and strong culture.  

Think of communication tools, then, as culture-building devices.  Meetings, casual conversations, phone calls, email exchanges and letters/documents - all of these comprise The Conversation. But among them, one stands out as the 800 Pound Gorilla: email.  It's anywhere from 1/2 to 90% of your conversational life both inside and outside the company. 

That's why entrepreneur and Tech Stars teacher Mark Sullivan advised all new CEO to "not suck at email."  Get that part of your leadership life wrong, and bad things will always cascade down from it. It amazes me that very few companies have an "Excellence Area" for email.  Most don't even offer Email Etiquette Training.  

Most companies have an Obscenity Avoidance policy to prevent harassment suits, excessive foul language, etc.  They teach Duh' level techniques, like "Don't Always Hit Reply To All" when email is flooding everyone's Inbox like a tsuanmi.  But that's reactive.

Email is either your secret weapon or achille's heel.  Here are some examples: 

1.  Customer Mangement - When you receive an email from a ticked off customer, what's the policy? At broadcast.com, Mark Cuban had The Two Minute Call Rule.  For our business services group, every one of us was expected to phone a ticked off or disappointed customer withing two minutes of reading the email from them.  It made us very accountable, and usually, the ticked off customer was somewhat apologetic about the tone of his email!  It separated us from other companies, where the email was socialized around for the 'best response' (read: cover your butt!). The gap in time between the Send and your live response almost always simmers the customer to the boiling point.  And email reads horribly unless you are saying YES! to whatever they are demanding.

2. Talent Management - Is your email policy a benefit or a penalty for your talent?  At top-rated employer SAS Institute, it's how they attract top talent and keep them for life.  Dr. Jim Goodnight believes that we should turn off our computers around 5, go home and live our life.  And weekends should be ... weekends.  His Email Only During Professional Hours policy is a recruiting tool and also ensures top quality work and less meltdowns.  Do you think your 11:30pm missive, a product of sipping and sending, is really that coherant? 

3. Conflict Resolution -  When I worked at Yahoo, we brought in Reader's Digest veteran Greg Coleman in 2002.  He was appalled at how much he had to manage complaints between his reports.  So he required anyone with a complaint about another Yahoo, to tell the other Yahoo to his/her face or phone if they aren't local.  If they still needed him involved, he'd consider it.  It created a culture of courage, where you dealt with your issues with real-time conversations among grown-ups.

But many companies have an email culture where you copy bosses and other influencers to get your way.  Or even worse, you use email to disagree, criticize or talk about emotionally weight things ... so you don't have to have a live conversation.  This can only lead to problems, as email is a terrible way to convey our intentions.  If you've ever received an email from a boss saying, "that is stupid" and boiled about it for weeks - you know what I mean. 

Here's more posts on how to turn Email Into Your Secret Weapon


February 13, 2012

Love Is the Killer App turns 10

It feels like yesterday: Valentine's Day, 2002, the day my first book was published.  

Since then, thousands of readers have shared their stories with me.  A few of them even showed up in the paper back version of the book, which was release in 2003.  Many of you told me that the principles in the book validated your actions: Share Knowledge, Network Without Expectations, Be Compassionate.  (Read the Fast Company excerpt from Love that ran in their Feb 2002 issue.)

To me, that's one of the two best reasons to write a book.  Validate the reader, to quote Kurt Vonnegut, "let her know that someone else shares her values and that she is not alone." (note: the other reason to write a book is to give advice or share perspective that is counter to conventional wisdom.) 

I have so many people to thank from my writing partner Gene Stone to the last person who emailed me with an account of how he has given the book to fifty business partners over the last year.  From the genesis to today - "thanks for sharing the love!" 

In the comments, please share what you learned from the book, and how you've applied it to your business or leadership life.  Thanks in advance for sharing. 

For iPad or iPhone users, here's a YouTube video I made about the ten year anniversary. 

For the rest of you, here's the video! 


Love Is The Killer App Turns Ten from Tim Sanders on Vimeo.

February 09, 2012

Rehearse Before You Create

On Tuesday, I spoke to a group of creatives in Nashville (Twitter Stream).  One point that stuck with them was this simple thought, a quote from fellow creative David Lynch: "It takes four hours to get one hour of creative work done." 

After my talk, a great deal of the Q/A explored that mind blowing observation.  Why does it take so long, distraction? Nope.  Editing?  Nope, that's not part of creation.  

I recollected my application of this idea when writing Today We Are Rich.  After studying Lynch, I discovered one of his secret weapons: Rehearsing the act of creating. 

So, before I would start a writing session, I would go outside and putt the ball around the side yard - and rehearse writing.  I would speak it out loud (I'd outlined it prior), record it on my phone, then listen to my rehearsal on playback.  Then I delete it.  At some point, I'd visualized or audiblized it enough, then I'd drop my putter, run down to the studio and furiously type for an hour.  And 3000 words were born.  (I wrote Feed Your Mind Good Stuff in less than two hours, read it and see how it isn't over-edited or stilted.) 

Here's the takeaway.  You can't schedule time to be creative.  That's like scheduling time with your partner for sex.  It's an in-the-moment experience.  If you sit down to 'wham it out', you'll end up polishing a turd.  You'll spew, edit, delete, fix, re-edit and sqeeze the life out of your 'baby.' 

Most of us reserve rehearsal for life's big performances, but think about it: Creating is the ultimate performance and shouldn't be taken for granted.  Creativity is a burst of structured insanity, followed by a factory-line set of steps to deliver it to its intended target.  If you rehearse, even in your mind, what you are about to create, you'll likely induce that moment of birth.  See the photo shoot before doing it.  Visualize the Power Point or Photoshop session before sitting down to do it. Do the work!