by Caroline Leach | Oct 9, 2016 | Corporate Communications, Social Media
Our incoming messages are exploding.
LinkedIn messages. Facebook and Twitter notifications. Emails. Texts. Snaps.
Just reading and responding to everything could be more than a full-time job.
You need a strategy for when you do and don’t respond.
And I don’t subscribe to the philosophy that no response is the right way to say no.
In our hyperconnected world, our humanity and good manners can too easily go by the wayside.
Sometimes it’s because we can’t help the person and we need to say no. In those cases, have a standard professional response you can copy, paste, edit and send to say you’re not interested at this time, but you’ll keep the info for future reference.
Some messages are easy not to respond to:
- Automated sales pitches, usually via LinkedIn and Twitter
- Connection requests immediately followed by a sales pitch, again, usually via LinkedIn and Twitter
- Connection requests in LinkedIn from people you don’t know and that aren’t personalized to explain why they’d like to connect with you
- Tweets that mention you as a way to draw you into an issue for which you can offer no meaningful response
Some messages deserve a response. And while it would be easy enough to ignore them, giving a response can set you apart and enhance your company’s reputation:
- Customers of your company who need help getting an issue resolved. Respond to that customer right away. Be a friendly, helpful, human face and voice. Connect them with your company’s customer care team for a rapid response.
Interesting stat: 78% of people who complain to a brand in Twitter expect a response within an hour. Another one: 77% of people feel more positive about a brand when their tweet has been replied to.
(This is where I remind readers that opinions expressed are my own.)
- People from your alma maters, past and present employers and other professional groups who ask for your advice or an introduction to a colleague for networking purposes.
- Connections, colleagues and friends who post valuable content. Read their link, give them a “like” if the content is something you want to be associated with, and leave a short and upbeat comment that adds a constructive observation to the dialogue. Social media is all about reciprocity.
And some messages fall in between.
An example? A request to connect to one of your connections, without a clearly stated reason.
Recently a LinkedIn connection asked to connect to a colleague, to invite her to an event. I suspected it was a sales pitch and didn’t want to spam my colleague. I asked the requester for more info. Never heard back. End of story.
Suppose you do decide to respond to a message to decline a request and you get a response asking for something else.
What then?
Here I take my cue from a wise colleague, Tina Morefield. She’ll send a response. One response. And after that, no more.
Unless, of course, it’s from a customer who needs your help. In that case, keep responding until the issue is resolved to the customer’s satisfaction. Because our customers are the lifeblood of our organizations.
When do you respond? When do you not respond?
by Caroline Leach | Oct 6, 2016 | Social Media
What do all of your “likes” in social media say about you?
More importantly, what do you want them to say about you?
Do you think before you “like” in Facebook . . . or “heart” in Instagram and Twitter?
Do you consider how that piece of data will be aggregated with thousands of other data points about you?
Do you decide if it will reflect well on you or not?
Just as you should look before you link, you should look before you “like.”
Why? Because of something called The Reputation Economy.
Say what?
In this 2015 book, Reputation.com founder Michael Fertik tells you “how to optimize your digital footprint in a world where your reputation is your most valuable asset.”
Ultimately, Fertik sets forth a compelling case that your digital reputation may shape how you experience the world – for better or for worse.
Over the last year, for example, you may think you’ve been circumspect about your political views. But your political leanings may have been identified, based on your social media activity.
Even more interesting is seeing how your digital footprint may reveal your personality.
By analyzing just a few of your Facebook likes, the University of Cambridge’s psychometric centre will predict several dimensions of your personality. (Updated: actually, DON’T do this. Instead, watch the 2019 Netflix original documentary The Great Hack. It’s about how a data company called Cambridge Analytica came to symbolize the dark side of social media.)
“You are what you like,” the site says.
You may think twice about what you “like” in the future.
Here are my non-algorithmic rules for liking content in social media:
- Always consider how liking something will reflect on you. Will it contribute to – or detract from – what you want to be known for?
- If you’re not sure what certain content could imply, don’t like it. And if you have “friends” who repeatedly post strange content, it might time to unfriend them.
What do you like?
by Caroline Leach | Oct 3, 2016 | Social Media
Nearly 60% of links shared in social media haven’t been read first, the Washington Post and others reported this year.
Don’t do that, if you care about your professional reputation. Take the time to read the content of every link you share in social media.
Sharing content implies your endorsement of it and agreement with it. It’s a similar principle to recommending someone for a job – your reputation is on the line.
What if there’s something lurking in that content link that doesn’t represent your views? How will you know if you don’t read it first?
Josh Ochs, a “digital citizenship speaker who teaches students how to shine online,” says it well for people of all ages. He advises to keep your social media content, “light, bright and polite.”
Here are some guidelines to assess whether or not to share a particular link:
DO share links that:
- Aptly illustrate the topics you and your social media communities are interested in
- Provide relevant and appropriate data and metrics to support key points
- Position your company and its leaders in a positive and accurate light.
DON’T share links that:
- Have disparaging information about your company or its products. For example, because my employer provides video content, I don’t share links that bash TV (this is where I remind readers that opinions are my own).
- Overly focus on your employer’s competitors. Unless you’re an official company spokesperson, it’s better to be silent on competitors.
- Cover topics you don’t want your good name associated with – whether it’s negativity, bar-hopping, gambling or other questionable topics.
- Have any content that could be perceived as offensive or disparaging to any group or groups of people. If you’re not sure, don’t share it.
Always ask yourself if what you’re sharing reflects positively on you, your employer, your family, your community, and so on, before you post. If not, don’t post it.
Here’s a good tip from Bill Duane as covered in The New York Times – ask yourself before you share if the content is true, kind and necessary. It it doesn’t meet all 3 criteria, don’t share it.
When you do have content to share that passes all of these tests, add your perspective. Briefly say what’s important about it. Include a key takeaway or a memorable quote.
And be sure you look before you link!
by Caroline Leach | Sep 30, 2016 | Social Media
Nearly half of college admissions officers look at applicants’ social media profiles.
Ninety-four percent of recruiters use LinkedIn to vet candidates.
Seventy percent of senior professionals say leaders who are active in social media make the company a more attractive place to work.
If you’re not already active in social media in a strategic way, it’s hard to ignore stats like these.
There are so many reasons to ignore social media all together or let your participation wane. Not enough time. Nothing interesting to share. Too much downside.
Yet there are real risks to staying out of the game all together, or staying on the sidelines.
Missed opportunities is the biggest one – in the form of valuable professional and personal relationships, exciting career opportunities, accelerated learning and development, and even fun and entertainment, just to name a few.
With so much attention on avoiding the downside of social media, not enough focus has been put on how social media can make your life better.
But the time conundrum is real. How do you begin? Where do you focus your time and energy? What social platforms should you use? How do you feed the content monster?
That was something Reese Witherspoon got me thinking about. She was the surprise speaker this month at a women’s leadership conference at Fullscreen, the global youth media company.
She was asked about how she’s been super successful in social media. And she talked about social media content creation for people as being a big white space that’s not fully being filled right now.
It was almost like a Legally Blonde moment of its own. A gasp and an a-ha moment on the order of, “I think I’ll go to law school!”
In a moment of clarity, I connected some dots. I love helping people tell their stories. I’m endlessly fascinated and intrigued by social media. And I’ve been advising people, professionally and personally, on their social strategies over the last few years.
How could this all fit together in new and different ways?
by Caroline Leach | Sep 27, 2016 | Corporate Communications, Social Media
Everyone needs a great headshot.
Why? Social media profiles. Executive biographies. Email signatures. Conference badge photos.
Having a great headshot helps build your personal brand.
But sometimes being photographed is the last thing we want to do. Here are 12 ways to get a great shot and have fun in the process.
Just do it. Get a new photo taken every few years. I waited 5 years since my last headshot, which was way too long.
My colleague Roger Hyde‘s team had created such a perfect environment years ago, complete with a wind machine, that I was hesitant to do it again.
But thanks to the gentle coaxing of photographer Jessica Sterling, my husband Kevin and I finally took new headshots.
Decide what message you want to convey. What do you want your headshot to say about you? It should amplify your personal brand – what you want to be known for.
I wanted a new photo I could use in a corporate environment. It also needed to work in other contexts in my professional and personal lives.
Pick a great photographer. Ask your colleagues and friends for recommendations. Or use social media to find someone local.
On a tight budget? Find someone who’s starting out or team up with friends who need headshots.
If you’re planning a professional event, bring in a photographer for attendees to get their pics done.
The global youth media company Fullscreen did this at a recent women’s leadership event – brilliant idea!
In my case, I had the good fortune of knowing Jessica Sterling from work, and I was familiar with her visual capability with people and organizations. I personally retained her services, and so it began.
Check out other headshots for inspiration. Look at headshots of people you admire. Check out leaders and standouts in your field. Find images that express what you want to convey. Think about how you’ll express what makes you unique. Share samples and discuss ideas with your photographer.
Personalities shine through in the speaker headshots for the upcoming TEDWomen 2016 conference. I can’t wait to attend this in October and hear from these fascinating women and men.
Have your makeup and hair done. Bring in the professionals!
Whether it’s your own go-to hair and makeup glam squad, or a stop at the Dry Bar for a blowout and Sephora for a makeover, have your hair and makeup done.
Thank you, Emma Willis and Countour Fosse!
Wear solid colors. Solids photograph well and are bolder. Bright colors pop and attract more attention. Too much white can wash you out.
Bring several wardrobe options to your shoot and play around with the pieces. Have different jewelry options.
Blue is my employer’s brand color, so I chose a jewel-toned blue jacket (this is where I mention that opinions are my own). But I also love red, so I brought my favorite Nina McLemore jacket.
Try to smize. While searching for tips on taking a great headshot, supermodel and entrepreneur Tyra Banks rose to the top. Here I learned how to smize. This is all about smiling with your eyes to take a great shot.
Relax and have fun. Cue up your favorite music. Bring a friend who makes you laugh and brings out the best in you. Let your playful side emerge and enjoy all the attention. After all, how often do you get to be center stage for the better part of a day in real life?
Take “behind the scenes” pics. Among the four of us in the studio, we each got some pictures as the shoot was unfolding. These were fun to post on Instagram that day.
Choose the best image to be your personal brand. Look through all the shots on a few different occasions. Mark your favorites. Ask friends for feedback. Think about the brand you want to express. Does your selection capture that essence?
Use your headshot consistently in EVERYTHING. I used to use one photo in “professional” social media platforms (LinkedIn and Twitter) and a more casual one in more “personal” social media platforms (Facebook and Instagram). I tried to keep the two worlds separate, but the lines continue to blur.
So this time I took Guy Kawasaki‘s advice in The Art of Social Media. I picked one picture to use in everything.
Just as a business brand uses the same logo consistently, your headshot is YOUR brand. You should use the same photo consistently in your social world.
When I made a list of where I’d use my new headshot, it kept growing. Executive bio. Social media profiles. My gmail signature (another nod to Guy Kawasaki for recommending Wise Stamp). College alumni profiles. Google. Yelp. AirBNB. On so on.
My headshot is on my camera roll so I can upload it into event apps and anywhere I might need it.
Take advantage of events that offer headshots. Be camera ready to take a new pic at a variety of events that offer photography.
And don’t forget to smize!
by Caroline Leach | Aug 14, 2016 | Corporate Communications, Marketing & Analytics
To my surprise and delight, “communication” topped the list of key skills for data scientists in a CEB Market Insights blog post I read this week.
The post covered the top 10 skills for data scientists and 2 strategies for hiring them. Yet “communication” felt like a lone outlier among a list of highly quantitative skills, like managing structured data, mathematics, data mining and statistical modeling.
But indeed, the Business Broadway study the post cited showed that “communications” recurred the most frequently across a variety of data science roles.
When Thomas Davenport and D.J. Patil named “Data Scientist” the sexiest job of the 21st century in Harvard Business Review, they cited an enduring need “for data scientists to communicate in language that all their stakeholders understand – and to demonstrate the special skills involved in storytelling with data, whether verbally, visually, or – ideally – both.”
As a communicator who pivoted into marketing analytics, it’s heartening to to see data showing there’s a role and need for effective communication and storytelling skills.
And having led communications, the field is dramatically improved by data that demonstrates what works and what doesn’t, and helps predict how various audiences might respond to different communications strategies.
Beyond enabling data-driven decisions, clear communications about data can literally be a matter of life or death. Two fascinating examples crossed my path this morning in an article by Dr. Jenny Grant Rankin called Over-the-Counter Data: the heroics of well-displayed information.
The first example was an early use of data visualization in the summer of 1854. In London, 500 people died of mysterious causes in a 10-day period. A Dr. John Snow made his data user-friendly. He took a neighborhood map and noted the exact locations where people had died.
This pointed toward a local water pump that was the culprit in the spread of cholera. With this clearly displayed data, Dr. Snow was able to convince authorities to remove the pump’s handle in order to stop the outbreak.
Another example took a much more ominous turn. The night before the Space Shuttle Challenger launched in January 1986, NASA engineers and their supervisors looked at charts and data on the rocket’s O-ring function. This is what keeps hot gasses contained. Based on what they saw, the launch was cleared for takeoff.
But the available data was not displayed clearly. It showed failed launches, but not successful launches. And this led decision makers to overlook a critical piece of information – the O-rings worked properly only when the temperature was above 66 degrees. The day of the Challenger launch was 30 degrees below that. It was “so cold it does not even fit on the graph.” It’s still heart wrenching to recall the tragedy that occurred that day.
While thankfully the work of data scientists is rarely a life or death matter, these examples underscore the need for clarity in communicating data. For what cannot be understood cannot be implemented.
by Caroline Leach | Aug 6, 2016 | Marketing & Analytics
Data is the raw material of the information age.
So says Alec Ross in his book The Industries of the Future.
An expert on innovation, Ross draws parallels between land being the raw material of the agricultural age and iron being the raw material of the he industrial age.
Essentially, big data will touch every aspects of our lives. “Big data,” he says, “is transitioning from a tool primarily for targeted advertising to an instrument with profound applications for diverse corporate sectors and for addressing chronic societal problems.”
Here are a few of his predictions:
- During the next decade, big data will enable people to converse in not just one another language but dozens. While I won’t give up on my Spanish studies anytime soon, it’s good to know that data-based help is on the way.
- As the world’s population grows, so does the need for more food. “Precision agriculture” enabled by big data will help solve this problem.
- Smarter financial systems can be powered by big data. It was surprising, and even a little shocking, to read how antiquated many banking systems still are today.
An important caution is to understand the limits of big data and the critical interplay between machine and mind. This comes in the form of spurious correlations that may result from ever larger and bigger data sets. “Not all the trends it finds are rooted in reality,” he says.
The solution? Including error bars with data analysis predictions. Error bars are “visual representations of how likely a prediction is to be an error rooted in spurious correlation.”
In addition to peering into the future of big data, Ross gives two great tips for “the most important job you will ever have.” How does he define that? Parenting.
What can parents do to help their children be ready to embrace the future?
Ross frames it in terms of languages. The first language is globalism. “Ironically,” he writes, “in a world growing more virtual, it has never been more important to get as many ink stamps in your passport as possible.”
And even though big data may eventually make the need to learn other languages obsolete, it’s wise to learn another language beyond English. The most practical choices, not surprisingly, are Spanish and Mandarin.
The other language to learn is technology. “If big data, genomics, cyber, and robotics are among the high-growth industries of the future,” Ross says, “then the people who will make their livings in these industries need to be fluent in the coding languages behind them.”
Other benefits come with understanding technology. Ross cites fellow pundits who tout the ability to better see patterns and to think in new and different ways. Studying technology is a valuable way to sharpen your critical thinking skills.
One of Ross’ points that I was happiest to see came in the introduction. Because his book explores competitiveness, he delves into the driving force behind competitive countries and businesses being the development of people.
He takes it a critical step further. “And there is no greater indicator of an innovative culture than the empowerment of women. Fully integrating and empowering women economically and politically is the most important step that a country or company can take to strengthen its competitiveness.”
Well said, Alec Ross.
by Caroline Leach | Jul 5, 2016 | Leadership, Learning, Work/Life
Need a simple hack to motivate yourself to slog through your email backlog?
Here’s a great one from author and Pulitzer Prize-winning reporter Charles Duhigg: as fast as you can, write a one-sentence reply to each message.
But don’t send them right away.
Just read and write a sentence in response that “expresses an opinion or decision.”
And if you can exercise control over the situation in your response, you’ll be more motivated to continue, Duhigg says in his book Smarter Faster Better.
Then you can can go back into your draft messages and add the rest of each message – salutations, specifics and signoffs.
This is a terrific example of two ways Duhigg says you can generate motivation.
The first is to “make a choice that puts you in control.” And “the specific choice itself matters less in sparking motivation than the assertion of control.”
The second is to “figure out how this task is connected to something you care about.” If you can “explain why this matters, then you’ll find it easier to start.”
Duhigg’s book is full of fascinating science behind motivation, teams, focus, goal setting, managing others, decision making, innovation and absorbing data.
You’ll learn “the secrets of being productive in life and business” – not only for yourself, but also for your colleagues and your kids.
If you’re looking for an interesting and insightful summer read, this is one to download on your mobile device or pack in your beach bag.
by Caroline Leach | Jun 4, 2016 | Change, Learning
Here be dragons.
It’s been more than 500 years since Juan Rodriguez Cabrillo was the first European explorer to navigate the coast of what’s now California.
Yet dragons in the form of swells and currents confronted me every time I went stand-up paddle boarding this spring and contemplated venturing beyond the marina.
The conditions were never right. Or at least that’s what I told myself. The waves were too big. There were too many big boats coming and going. I didn’t know how to navigate the open ocean.
Yes, as a kid I’d made it though the shark level of YMCA swim classes. I still remember the trauma of having to do a back dive to pass one of the classes. And yes, time proved that I was correct that I’d never, ever again need to know how to execute a back dive.
But fast forwarding to the present day, it was getting a little boring paddling around the Redondo Beach marina, as scenic as it is. I mean, how many laps can you paddle back and forth past the sea lion barge before you want to venture further and try something new?
So my husband and I decided on a three-pronged approach. We’d take another lesson to get some coaching. We’d go in the early morning, when the water was calmer. And we’d be prepared to fail – in this case, to fall off our boards.
Here are three things I learned from this today.
- Take the counterintuitive approach and relax. This is similar to when your car skids and you need resist slamming on the brakes. Instead, you should just lift your foot off the accelerator and steer into the skid. It’s not the intuitive approach.
“Paddle boarding is a weather sport,” our instructor from Tarsan Stand Up Paddle Boarding reminded us. So you have to go with the conditions. Move with the water. Stay relaxed.
And that’s the last thing I wanted to do. But breathing, focusing and staying in the moment helped. Before we knew it, we were past the small swells at the breakwater and out into the ocean. We did it. Amazing!
- Try something, see how it works and adjust the approach on the fly. Our instructor gave us a few strategies. Stay low, with your knees bent. Kneel on your board if you have to. The paddle is a great stabilizer, plus it floats (who knew?). And think of your paddle as an extension of your arm.
Try leaning left. Leaning right. Padding straight into and over the swells. Wiggling toes when they go to sleep. Trying something to see what happens. Adjusting the approach as needed.
- Go further every time. The best way to make progress is to keep pushing yourself beyond your comfort zone. Just try something new and see what happens.
It doesn’t matter if it’s your career, your family or your hobbies. More often than not, it will be like today – much easier that anticipated (or dreaded, in my case) and a whole lot of fun.
And who wouldn’t like more fun in their life?
by Caroline Leach | May 30, 2016 | Corporate Communications, Learning
Thrill your audience. Spark engagement with your ideas. Transform people’s views of the world.
That’s the promise of TED Talks: The Official TED Guide to Public Speaking, out this month by TED curator Chris Anderson.
And it’s also the new bar in public speaking. It’s no longer acceptable to under prepare, to meander or to bore your audience.
With so many people taking in a steady diet of TED talks to enlighten, educate and entertain themselves, the bar is sky high for anyone who speaks in public.
It doesn’t matter if it’s a keynote speech for an audience of a thousand or a tabletop presentation to your colleagues. Using the strategies in TED Talks will help spread your ideas.
Elements have come in handy for me in everything from town hall meetings and operations reviews at work to city committee meetings and inspirational talks in my community. Not to mention a decade of writing speeches and presentations for C-level corporate leaders.
Speaking effortlessly ties into my recent posts on grit and on sprezzatura, the art of making the difficult seem easy. In his book, Chris Anderson does a terrific job of outlining the hard work it takes behind the scenes to give a compelling talk. One that might change the world.
Take openings, for example. You have to grab people from the very first sentence. The opening words or a talk are similar to the way you need to think about headlines, subject lines and the first line of an email message. You only get a few words to pique people’s interest, or cause them to tune out.
This month I was presenting to a live and web-based audience in a town hall meeting. The topic? Our team’s annual scorecard – the priorities, initiatives, metrics and targets we’re striving for this year.
It had the potential to be boring. How to capture people’s attention? For that, I turned to the chapter on “Open and Close: What Kind of Impression Would you Like to Make?”
According to Anderson, “you have about a minute to intrigue people with what you’ll be saying.” He encourages readers to “script and memorize the opening minute.”
Here are 4 ways he offers to start strong:
- Deliver a dose of drama. Anderson suggests asking yourself, “If your talk were a movie or a novel, how would it start?”
- Ignite curiosity. Here you can ask a surprising question or give a little illustration that piques an interest to hear more.
- Show a compelling slide, video or object. These capture even more attention when you reveal something surprising about them.
- Tease, but don’t give it away. “Channel your inner Spielberg” and imagine what will make your audience want to learn more.
So how did I start my scorecard talk? My current work focuses on metrics and measurement. But numbers alone wouldn’t engage or inspire my colleagues.
I thought about how to link it with our bigger purpose. At our annual leadership kickoff meeting, our technology leader talked about the magic our team creates every day in marketing a storied, nearly 140-year-old company.
And there it was – the dramatic contrast of measuring magic.
“If you think you can’t measure magic,” I began, “I’m here to show you how we’ll do just that.”
Yes, the opening may have given too much away. But when a few people mentioned the magic reference to me later that day, I knew it had been a good way to start.
Equally important is how you close. And everything you do in between. I’ll explore those in future posts.
For a spine-tingling close, check out Brené Brown in her TED talk, The power of vulnerability.
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