Several conversations with colleagues, mentors and the AHA Creative Strategies team recently inspired me to take on an interesting campaign. We’re calling it The AHA 100 Cups of Coffee Campaign. In a nutshell, I am aiming to meet 100 different individuals for a cup of coffee (or tea – we’re not sticklers for that detail) from July 1, 2016 to July 1, 2017.
There appears to be an unfortunate trend happening in how we communicate. It’s the “you’re wrong” approach, typically followed by “and I am right.” It is an incredibly ineffective, divisive approach to authentic and engaging communication, yet it is one that is growing – particularly when it comes to public discussion and discourse. The challenge is that once this type of approach becomes “normal” or typical, it bleeds into how we communicate in other ways.
The recent Canadian federal election and the upcoming U.S. presidential election appear to be key contributors to this fast-growing trend – as do many of the challenging social and political situations that we are facing in the world. Recently, on Facebook, I watched a discussion on something that Donald Trump, the Republican presidential nominee, said. And, the fact is, it really wasn’t a discussion – it was a series of smart, educated, caring people stating things like:
- “Americans are so stupid. Why can’t you see how evil he is?”
- “I can’t believe that people are dumb enough to be fooled by him.”
- “The U.S. is full of idiots and fools.”
In my experience, this isn’t the way to get someone to actually listen to you. If someone spoke to me in this way, I don’t think I would feel encouraged to have a respectful dialogue with them. And a respectful dialogue might lead to both of us learning something and opening our minds.
Now, this post isn’t about Trump, the U.S. election or any specific event or situation. It is about understanding a more strategic, respectful and inclusive approach to sharing an opinion, idea or ideology – even when you are passionate and truly believe that you are right. The declarations about Trump and the U.S. could have been about coffee (“I can’t believe you don’t drink coffee in the morning; you are stupid not to see how good it is.”) or anything else.
Many of our clients often have to put forward information that stakeholders don’t want to hear, might not agree with, or that just makes them feel frustrated or angry. In order to do this, it is always crucial to understand what it will feel like for the stakeholder (employee, partner, customer, etc.) to hear this news or information. It is important to listen to why they feel a certain way and what their perspective is – even if you don’t agree with it or understand it.
This is an active listening approach – where you actually listen to what is being said. The how, why and, often, what isn’t being said are important here too. It is why authentic public consultation has become an integral part of any large-scale change by both public and private sector organizations. Respectful, authentic engagement is at the heart of effective communications – and a solid, well-functioning society.
We have worked with countless clients on stakeholder communications, managing public consultation initiatives and organizational change, where engagement was key. Anytime we have experienced real challenges, we could trace a direct line back to the stakeholder group feeling unheard, disrespected or disconnected.
What happens when absolute and insulting statements, like the ones I saw on Facebook, are put forward? It pushes people farther away from finding any common ground, from working to understand the situation from a different perspective, and from engaging so that they can learn more. Unfortunately, it appears that we are losing sight of that, especially in the world of social media.
Author and communications professional Jim Hoggan has written a great book, I’m Right and You’re an Idiot: The Toxic State of Public Discourse and How to Clean it Up on this subject. I am about one-third of the way through the book and I think it’s worth a read for everyone – not just communications professionals.
What’s the purpose? That’s a question that we often ask when working with clients to plan proactive, positive PR campaigns, in delivering issues or crisis communication, and in creating any type of content – articles, online, web or social media copy, video, news releases, speeches, presentations, media pitches, brochures, ads and so much more. And it’s one we ask clients over and over again because it’s easy to get sidetracked with what you can do – and the reason for doing it can take a backseat.
The challenge that we, as communicators, face in today’s world is that we have so much opportunity to connect. There are hundreds (maybe even thousands) of channels and mediums compared to the limited few that existed back in the pre-social media days. There is always going to be a shiny new social media network or channel being promoted, a website being refreshed, or an idea to run a contest in order to build followers, fans or supporters. But before any of these ideas pass beyond the brainstorming session, it’s crucial to ask the question: What’s the purpose?
Clearly defining what you want to achieve is the first step. It allows you to better understand exactly who you want to engage or build a relationship with, identify the channel and/or medium that will work best to reach your stakeholders or target audience, develop effective messaging and positioning, and to set your objectives and campaign goals so that you can measure your success or ascertain what you need to shift or revise, if you aren’t hitting your targets.
Here at AHA, for example, our main purpose in creating content for this blog is to showcase our knowledge, expertise and experience in the areas of strategic communications, such as proactive PR, issues and crisis communication, content creation, speechwriting, brand journalism, social media, media relations, event management, etc. Our secondary purpose is for search engine optimization so that someone searching online for our expertise can find us. When we are writing the blog posts or producing Fast Take Friday video blogs, we always keep our purpose in mind. Our clients tend to come to us through referral, finding us via an online search, or they see us on social media – and want to know more about us. Our website and this blog give them the information they need to drive them to action – to pick up the phone and call us to discuss their needs and find out whether we might be a good fit.
For example, we work with several clients that produce consumer goods. When working with them on publicity, events, social media engagement and content creation, our focus is on engaging potential customers to purchase their products. We use storytelling, brand journalism and great writing and editing to engage potential customers with a call to action to purchase.
Another example of this is when an organization engages directly with potential customers using tools like Facebook contests. They can promote their products in a manner that brings more people to like their Facebook page, they get to provide information about their products in the context of the contest, they help to raise awareness of those products and their company, and it helps them to build relationships with their target market. Contests work for them. But they don’t work for everyone. If we, at AHA, ran a contest – we might get new likes for our Facebook page, but how many of those likes would ever turn into a new client? Not many… The people who may decide to hire us aren’t going to choose us because they might win something. They want an agency that is experienced, skilled and smart. Creating content for this blog helps to showcase this to potential clients.
Asking, “What’s the purpose?” is a big question that can help you to become more effective in your communications efforts. It’s an easy-to-use and important question that should be asked daily.
I have recently had several conversations with colleagues and clients about the importance and value of a strategic approach. One former colleague, and now friend, who leads the communications efforts for a large multi-national organization was complaining about the lack of strategic thinking from her team, many of whom are mid-20s to late 30s. She was wondering what she could do about it and whether strategic thinking can be taught.
I said that I believed that it could. It takes effort and, wait for it – strategic leadership on her part – but I think that part of the challenge of today’s fast paced, 24/7 connected world is that we don’t provide enough time to develop strategic thinkers in the workplace.
My friend was saying that she sees an excellent work ethic, strong integrity and great intentions from her team, but that their solutions and approaches are tactical in nature – and are often reactive. The conversation was interesting because in the past several months, we have had clients come to us with exactly this type of challenge. We have been asked to review communications plans, campaigns and other initiatives because what they feel is missing at their organization is the team’s ability to see the big picture, recognize opportunities – and risk – and to frame solutions or their approach within the broader organizational strategy.
Supporting people to incorporate strategic thinking is a commitment to your team – and it’s one that should be taken seriously. To begin with, it is important to encourage individuals to think things through and not just react. But, let’s be honest, this is not an easy thing to do these days with fast and furious conversations happening on social media – which is why a social media content, distribution and issues strategy is crucial. Asking for several solutions to a challenge or for an opportunity and helping people to identify the one that offers the best long-term benefit for the organization is important. It’s easy to step in and do it yourself, if you are a strategic thinker… but if you want to help develop this skill with your team, your role should be to support and provide feedback as they work through this process themselves.
Creating a culture where your team is encouraged to ask “why” and “when” questions is also a key element. The “how” usually comes out in the tactics once you have answered “why” and “when.” And when showcasing a solution or idea, having the person presenting explain what underlying strategic goal it serves and what impact it will have on internal and external stakeholders also helps to shift the thinking to the bigger picture.
Strategic thinking is a crucial skill to have in any professional role – especially in communications and, of course, in leadership. Helping your team develop and increase their strategic thinking ability is an excellent investment in the people and in the organization. The benefits of helping your team develop this skill are well worth the time and resources it takes.
In today’s Fast Take Friday, I talk about how to deal with negative comments about your organization online.