Imagine your company has to issue a massive product recall. Or is involved in an environmental disaster. Or comes under investigation for ethics violations. In situations like these, an effective apology to the public is a crucial part of the overall crisis response. Incomplete or inauthentic apologies can exacerbate the damage done to a company’s …More
Innovators in organizational communication offer stories, analysis and advice on planning and applying best practices.
A Q&A with Gregg Lederman We asked Gregg Lederman, CEO of Brand Integrity Inc. and author of Engaged! Outbehave Your Competition to Create Customers for Life, to weigh in on why what happens on the inside of a company, with employees, is so crucial to what happens outside of it, with customers. Lederman helps senior management …More
“Wow. Isn’t that the memo you helped write?” These words are music to your ears when a mass communication you’ve helped draft resonates with an audience. But they’re like fingernails on a chalkboard when the memo is being waved before a camera by a U.S. Congressman during a live, televised hearing. That particular memo—which I …More
For the past 15 years, employee engagement has dominated the internal communication agenda. But even its biggest advocates, like the U.K.’s Engage for Success, admit there is a long way to go in achieving what it considers a desirable degree of “engagement.” (Gallup, which claims its Q12 survey is the definitive tool for measuring engagement, …More
Managers and team leaders have become communication orphans in unbalanced communication strategies aimed at the technology/social-media revolution continuing to unfold in our organizations. Here’s why that omission is a serious loss: The research constantly shows first-line and middle managers as highly influential with impressive trust levels among employees. They are crucial influencers in whether people …More
Managers and team leaders are critical influencers in companies—for good or for bad. The challenge facing communication professionals is to determine how best to make them a vital part of our internal (and external) communication strategies. Here are two examples of companies that are taking on this challenge—with positive results. Hallmark makes information-sharing the “expected …More