Little Social Effort = Littler Rewards

I read a study this weekend that said blog posts with photos in them get more readers. So...let's give it a shot:

Now...bring on the readers.

I doubt there is anyone out there who actually believes that this image (which was #1 on images.google.com when I searched for "photo") will do any good at all. And I 100% agree.

However, I see businesses/brands do this all of the time. The create a Facebook Page because someone said that they should. Worse, they create a Twitter handle because it seems like "the thing to do". Brands join Tumblr, Instagram, Pinterest, and/or numerous other Social sites simply because someone told them to or they feel, for some unknown reason, that they have to.

Trust me, throwing up a Page or creating a Social account without clearly thinking through the strategy and objectives is a recipe for failure. You will be unhappy with the results, your customers will be unfulfilled my this empty Social promise, and no needle will move (not customer acquisition, not brand awareness, not revenue generation). In short, you're wasting your time.

An abandoned or poorly functioning Social site is actually worse than not having a Social site at all. It's like promising a back-stage tour and turning your customers away at the door (or worse, standing them up for a Valentine's date).

Before setting up your Social channels, make sure you think through your overall Objective (gain customers, retain customers, provide customer service, etc.) and nail down your initial Strategies (voice/persona, types and frequency of content, architecture and/or hierarchy of sites, etc.) before launching straight into the Tactics (FB, Twitter, Yelp, etc.).

And if you have already jumped to tactics, take some time this week to reverse engineer your plan, to analyze what has and has not been working, and put a strong effort into rejuvenating your Social brand. If you're lucky, your customer will still be sitting at the restaurant waiting for you to arrive. 

But you might need to bring flowers.

shanti,
mjh

AmEx-Jack and Spidey Senses

I hadn't planned on writing tonight; it's my daughter's 6th birthday, and it's been quite a day. Also, I hadn't planned on writing about this particular topic so early, but thanks (I guess) to American Express, we're going to do a quick hit on the importance of voice and persona.

Without parsing out all of the details (confession: I already did, then deleted the lengthy post out of respect to brevity), let's just say that I would bet my first edition of Crow that AmEx-Jack was reading from a script during the lion's share of our call today.

Which is to say, it felt forced.

Which is to say, it felt inauthentic.

Which is also to say, I became guarded, distant, and a bit annoyed.

I have no proof that a copywriter somewhere should get the credit for the almost-friendly banter, the hey-we're-in-this-together chitchat, the Seinfeld-esque "can't wait for the weekend, right? Am I right?" repartee. #awkward

But regardless of whether AmEx-Jack's working-for-the-weekend persona was true or not, brands need to be keenly aware that their customer's BS meters are at an all-time high. Regardless of how authentic or legit you think your post/update/voice sounds, if it is not pure and genuine, it is highly likely that your audience will know.

How will they know? It will feel...off. Like someone forcing a joke (or forcing a laugh)...it just seems counterfeit. And one counterfeit moment can wreck trust for a very long time.

If AmEx-Jack had said: "It's 2 am here in Gurgaon and rainy, but things are going pretty good" (or whatever valid remarks came to mind), there would have been built-trust, not receded-trust. And trust, these days, is top-shelf.

In the end, AmEx-Jack took very good care of me. But, you see, it's not only about the deliverable. Your brand's voice, the persona that you put forth (whether on the phone, in person, or via Social), must be genuine and true. Sure, Jack got me to the finish line, but the journey wasn't enjoyable. Why? Because I wasn't really traveling with Jack; I was traveling with AmEx-Jack, and AmEx-Jack...he just didn't feel right.

Faking a smile is annoying and offensive; faking a laugh is transparent and awkward; but faking empathy and rapport with your customers...that's damage that's very hard to undo.

Be authentic, be real, be open, be honest. But at the end of the day, just be you...your customers will appreciate it, and it takes a lot less work.

shanti,
mjh

Day 2: What Am I Doing?

As I start my own Social Marketing consultancy, I'll be blogging the journey. For those interested in voyeuristically or vicariously taking the adventure with me, I welcome your company. #onward

Two questions I am being constantly asked (and am asking myself) lately:

1. What does your business do?
2. What exactly is "Social Marketing"?

Though I am very sure that the answers will evolve over time, some parts expanding and others tightening up, I'm going to spend the next few blog posts discussing these questions. I'm going to designate this blog as a working draft, so grab a grain of salt and put away the red pens; I know it's the internet, but there's no point in claiming any permanence this early in the game.

So what exactly is "Social Marketing"? I'm resisting the temptation to run to Google to find out how others have defined the term, partly because I don't want to be influenced by other talking heads and partly because I probably won't agree with many of them. It's the nature of mapping an evolving land...we don't often agree on the geography or boundaries. And that's ok. Just consider me another early cartographer adding to the collective conscious, perhaps getting things a little less right than the next guy but a little more right than the last guy.

In my worldview, Social Marketing has two very important characteristics:

1. a recognition of the power and importance of your customers, their voice, and their interactions (we'll call this "Social");
2. a strategic effort to listen and interact with your customers, harness the power of "Social" to better meet the needs of your customers, and encourage social interactions that focus primarily on your customers ("Marketing").

In short, Social Marketing is putting your current and potential customers (be they consumers, community members, employees, or other) at the very center of your online and offline marketing efforts.

(Offline? Absolutely. But that's a topic for another post.)

It continues to be fascinating to watch the evolution (and I mean rapid, rapid evolution) of this new marketing world. Evolution in this space is an absolute which means that being ahead of the curve (rather than on the sidelines) is paramount to future success. The rules have already changed (and might change again tonight or tomorrow night), so right now is a great time to start thinking toward a social marketing plan (mapping out objectives, strategies, and tactics) for your organization.

Instead of a brand message --> consumer machine-gun approach (buy up tons of ad time, push the message as much as possible, hope that our ideal customers hear/see it and that it sinks in), we are racing toward a flow that is much too complicated for me to represent here (note to self: graphic that up). 

But you can imagine it: consumers talking with and about brands, brands seeking out and engaging with consumers, consumers talking with each other in person and online, consumers generating content for brands (some incented, some not), consumers providing highly-relevant, highly-public feedback (some brand-sponsored, some not)...it's the friggin Wild West. And it's awesome.

It's the rise of the consumer voice, which means it's a great time to be a consumer. (But note, there is karma involved. The consumer --> brand is not a one-way street, and you must be prepared to give as you get, and vice versa. Another future post.)

What brands need to recognize is that consumers are writing reviews, checking in, tagging, taking pictures of, discussing, loving, hating, debating, and sharing experiences about your brand (and no brand is exempt, even your personal brand) constantly via social channels. Yes, that can be completely scary and overwhelming...but it's also a rich, rich goldmine (but trespassers just might be shot on sight, so tread lightly...another post for another day).

Perhaps Social Marketing is modern-day alchemy. If you want to turn nickel into gold, traditional marketing will fail you. Social, on the other hand, is where the magic can truly happen. Your customers can (and will) help you transform dreary to dazzling, if you gain their trust; you just need to empower them to do so.

(Per usual, I have wandered off of my original blog-path and mixed several metaphors along the way. Sorry. I have a lot on my mind and a lot of opinions on this particular matter.)

So what is Social Marketing? Easy. It's a call for brands to recognize the importance of, and pay holistic attention to, the customer voice, while also empowering a conversation- and connection-culture that uplifts both parties (both consumer and brand).

Ok, ok...it's actually a bit more complicated than that. But Hello Social, LLC...we can help. (winky-face)

As of today, gold is worth $1655 an ounce. Do you know how many nickels that represents? Over 33,000. For my money, I'm betting on the customer.

shanti,

mjh

Day 1: The Beginning (almost)

As I start my own Social Marketing consultancy, I'll be blogging the journey. For those interested in voyeuristically or vicariously taking the adventure with me, I welcome your company. #onward

It's an odd feeling waking up to Inbox Zero. For the past eight years, it's been a fantasy. No extraneous meeting notices, no multi-voice conversations about stuff that rarely matters, no Q's that need A's that will just lead to more Q's...it's been a fantasy.

And today I get to live that dream. I woke up this morning to a completely dark inbox. 

*aaaah*

*uh-oh* 

Hmm...I guess I better start working, then.

Since I have a seemingly endless list of to-do's but no real understanding of what needs to get to-done first, or second, or two weeks ago, I'm happily flying blind for the first time in my life. I'm in the enthralling first days of creating my own business, which means that structure needs to be built, discipline needs to become a primary focus, and the reality of my decision needs to start setting in.

But that will all come in time (*note to self*: do those things). But before I dive into registering my new business, creating a business plan, figuring out an accounting system, redesigning my website (again), getting clients...first, I need to stop and enjoy the moment.

I remember distinctly the day my parents dropped me off at college. They moved me into the dorm, we met my roommates, I hugged them good-bye, and.....?

The mixture of emotion that occurred then is reoccurring now. The prism of freedom, responsibility, sadness, independence, fear, fear, fear, self-confidence, self-reliance, and (yup) fear; the palette of a moment in time where you are not only set free to succeed, but also set free to fail. What an amazing moment ("free" being the most important word).

There are very few rules once leaps of faith made: moving away from your support network, bringing your newborn baby home, or hanging out your own shingle. And therein lies the beauty...it's all opportunity. Wide-open opportunity. It's the kickoff, the plane ticket, the opening bell. Opportunity.

The adrenaline of limitless, boundary-less, can't-see-or-think-past-tomorrow-ness that quiets the fear and doubt that could be crushing, really crushing...it's a thrill, and I'm utterly thankful to be experiencing it.

I'll be documenting these early days (partly because I don't know what else to do and partly to help me remember the genesis as time speeds by), so I hope you'll stop by now and again to see what I'm up to.

It's a privilege to be blogging again, and I appreciate the time it requires of you to explore, learn, and journey along with me.

shanti,
mjh

the hard stuff

As many of you know, I have started a new adventure; Hello Social, LLC is my new baby, and that means it's time for the first steps:

1. make "Hello Social, LLC" official (the forms, the fees, the structure...);
2. build a website; 
3. finish my logo; 
4. get business cards; 
5. more to-dos, must-dos, and might-dos.

And today was day one of the journey.

[crickets]

That's how I feel in the light of a new year. But truth be told, I heard more than crickets. I also heard Seth Godin.

In case you are unaware, Seth has a really great podcast called "Seth Godin's Startup School". I have listened to most of the released episodes (and most of those more than once), and a few bullet points have nested in my brain.

Today's direct hit: "Focus on the hard stuff."

The bottom line: your logo, website, pens, desk, designs, business cards, checking account, tax structure, embroidered golf shirt, mascot, theme song, bobble-head, etc., etc., etc...none of these things matter if you don't focus on the hard stuff: getting business.

All day I have wrestled with designing my website (primarily because I am not a website designer). I figured it would take me at least another week to get the site fleshed out. Then, I'd spend the following week making it better (evolving it from boring to somewhat interesting). These steps (designing the website, making it better) are hard for me. 

Note the emphasis; it might be hard for me...but it's not hard. I could hire someone who finds it easy, even interesting, work. Designing a website, creating a logo, setting up the business...these things are not hard. And they aren't even necessary.

What's hard is creating a successful business, a business that other businesses will trust and partner with. Creating a business that matters, that has worth, that is valuable in its mission...now that's the hard stuff.

All of that being said, here is my (current) website: www.hellosocialmarketing.com. It's not very interesting, there are no calls for engagement, there is really nothing "social" about it, ironically enough. But it's there. And I'm two weeks early on my deadline (which proves that it was a horrible deadline). 

As hard as today seemed, I know that it was easy. Tomorrow...the hard stuff.

Will you join me? Spend some time tonight figuring out your hard stuff, the necessary stuff, the stuff you have been avoiding. And let's pledge to focus on that. 

Sure, the bobble-heads would be fun, but in reality...those are easy.

shanti,
mjh

change

Over the past four months, change has been the most active verb in my world. Some examples:

New job

New roof

New walls

New carpet

New cable provider

New phone

New computer(s)

New office

New baby (on the way)

New Twitter feed to manage

New FB page(s)/group/profile

New, new, different, different.

And, no, I am not alone. We are all aware of the consistency and omnipresence of change.

However, we should be mindful not to let such consistency so easily stray to apathy. Not in our own lives, nor in our relationships with our co-workers.

Apathy about change? Apathy about consistency? Think of the last time you purposefully watched the sun rise and/or set. Apathy, unfortunately, reigns where consistency exists.

So think, this week, about your peers, your direct reports, your colleagues, and be aware of their personal shifting; though you do not need to hear the list of change that is occurring in each life, be aware that change is happening, nonetheless. When someone reaches out, or reaches in; seems short-tempered or long-winded; passes by your message or passes on your message, remember that change might just be the agent at work behind the scenes.

Sometimes a penny's-worth of change is not enough for us to notice. But perhaps it should be.

And, in case you missed it, the sun did rise this morning; just wish I had been mindful enough to see it.

shanti,
mjh

fishing

I had the great pleasure a few weeks ago to visit my faux-favorite place on the planet: the fishing pier on Okaloosa Island in Florida. Now, I say faux-favorite because my actual favorite place is the fishing pier just down the road at Pensacola Beach; however, the pier on Okaloosa is a nice substitute when I can't make the real pilgrimage.

I should state up front that I don't fish. So why is the pier my zen spot? Simple: emotional memory. It was a first, of sorts, for me. I have never been able to put my finger on the exact 'why', but I have an attachment to that place that exceeds all others.

Visiting the pier got me thinking about other attachments that I have, and more interestingly, those that I don't. We build attachments to many of our firsts: our first car, our first home, the first kiss. However, this phenomenon does not seem to apply to technology, and that was an epiphany that I was not expecting.

• First internet experience: AOL, and I had no clue what to do.
• First cell phone: cannot even recall the look or make.
• First web page: a geocities mess with spinning graphics and a list of some of my favorite things.
• Even my first Tweet (only 1100 ago) totally escapes me.

Contrast those to:

• My first car: red Nissan Maxima, and I can still smell it.
• First book I ever loved: Watership Down (in 7^th grade)
• First song I ever obsessed over: "You're the Inspiration" by Chicago; at times, it still gets to me.
• First room of my own: Rast Hall dorm room, and I could draw every inch by memory.
• First love: well...let's leave that alone.

So is there a Truth here? Do you find the same pattern in your life? Do you have attachments to the digital world that are as strong (or even less strong, but present) as those in the physical? I do not.

Unlike the fishing pier, I do not have a resting place online. Sure, I have sites that I like, sites that educate and inform me, sites that provide me with a service I appreciate. But when life needs respite, it's the real world that I run to.

If I ever go missing, rest assured that I will not be browsing the web, searching for pictures of a pier; instead, I will be found standing on one, far away from land. And I will have found the piece/peace that I need.

shanti,
mjh

breaking

One of the things that drives me crazy about my 3yo, and also one of the things I admire most about her, is her immense curiosity for physical boundaries. In other words, she likes to break stuff. Give her a CD, and she'll bend it 'til it snaps; if she happens upon a magazine, she'll tear it seven different ways; a new toy rarely lasts. It's the beauty of childhood, right? Nothing is taken at face value, and everything must be tested.

It's one of the many child-like qualities that we should emulate in business.

Now, I would not suggest running around breaking things just for the experience. We already know most of the physical boundaries of our workspaces; but is there room to push these boundaries?

Perhaps today would be a good day to test some limits, question the rules of a relationship, poke outside the lines, just to see what happens.

Sure, you might not find what you are looking for, and sure, some things might get broken in the process; however, at least you will know and understand the bounds a little better.

And who knows? Perhaps there is treasure just beyond the lines. Someone has to find the pearls; it might as well be you.

shanti,
mjh

medium

"There ought to be clowns"
"Hey you, would you help me to carry the stone"
"She tells herself it's research for her next and greatest role"
"I wrote to ask if we could maybe meet again before the spring"
"God"

It's hard for me to separate these lyrics from the music that accompanies them. 99% of the time, they do not appear alone. There are instruments; there is passion; there is context, both in narration and inflection. They are part of a story, not only in the original composition but also in my personal narrative. And the moments appear in numerous other narratives as well: at live events, on physical media, school dances, within movies, perhaps at your lowest or highest times, etc.

As stand-alone statements, I'm just not sure of their impact. Perhaps the last, though inflection and context would still be everything. The point, however, is that every one of these (and many, many more) phrases mean a great deal to me; they make me feel; they *work*, and they *work* precisely because of the medium through which I encouter them.

I have been thinking about this a lot lately as I struggle with repurposing Twitter posts on Facebook, posting status updates through Foursquare, encountering art on the street vs. in a gallery. The medium and the message are inextricably linked. (Sure, we've heard that "the medium is the message," but the 5th quote up there proves that wrong...at least for me)

This is nothing profound or groundbreaking, but it is something that we all should remember now and again. In these days of multi-channel communication, where we encounter and pass along information through every sense and at every turn, take a moment to make completely sure that the message you are broadcasting *works* via your chosen platform.

Sure, we want a universal message. Just remember that the universe is only unified in name. Once you begin exploring, you might just find that Twitter hashtags on Facebook, rough humor on LinkedIn, sarcasm in print, etc. is actually quite alienating.

shanti,
mjh

p.s.--10 points for anyone who can place the lyrics. Points only, though, b/c Google kinda 
ruins the fun

p.s.--that last one's totally not fair, but take a stab at it anyways. There could be some interesting answers.

4.leaves

If there is one four-leaf clover in a patch the size of a basketball court, I can find it. Sounds bold, but it is true. I have found one four-leafer a day every day for the past week (and one with 5 leaves...that one kinda scared me) ; it's a skill I have mastered over the past decade or so. And I think it is time to put it on my resume.

You see, finding the unique among the common requires concentration, attention to detail, patience, a little bit of luck, persistence, and a gut feeling. Sure, I can try and show these qualities by listing jobs that I have had, the qualities required to do certain tasks in those positions, random corporate projects that showcased one or the other; however, the truth is that I can find four-leaf clovers with the best of them. And there is something of value there.

So, what off-the-beaten path skill do you have? What human trick puts you in a league unto yourself? What can you do that I can't? Figure that out and leverage your talent. Put it on your resume, your personal development plan, heck, even your email signature.

We live in an age where 'job skills' are not strictly defined by what degree you have, what positions you have filled, or what titles you can claim.

If you can solve a Rubik's Cube blindfolded, can spot a typo from 50 feet away, have perfect pitch, know every artistic period, can balance on a chair without touching the ground, can calm a difficult child...we might need you. Regardless, we need to know about you.

It's time to change the corporate 'you' that exists on paper. Let me know what sets you apart from the pack. What makes you a four-leaf clover in your company? Since you are here, I am claiming that I have already found you.

shanti,
mjh

EAVB_DFEHXATFNB

socks.revisited

i.love.socks. Irony? Contradiction? See my earlier blog post and you can decide. Regardless of my NN-rant back in January, I recently discovered a brilliant utility for these coverings of the feet. Their ability to refresh, change, and reset.

While traveling recently, I was in a funk. I was back at the airport, about to board yet another flight. Though I had found my recent travels to be fun, enlightening, and socially healthy, the constant change of cabin pressure can funkify someone rather quickly. While sitting on a bench, just past security, I noticed two business traveler types who had unzipped their bags and were in the process of changing their socks. Always one to be a first follower (at least of those who seem to have the right experience/viewpoint), I decided to do the same.

It was quite transcendental.

Turns out that the simple act of donning new, clean socks can radically shift your current situation.

Literally, it's a simple action. On the larger scale, however, it's a much more difficult process. When you find yourself weighted down at work, stressed, or just blue, it is unlikely that you have the capacity to change the larger issues. Emails, meetings, presentations, experiments, red tape, 'the matrix': all of these have the dual role of maintaining order and, at times, ensuring that you keep your socks on, however uncomfortable they might be.

However, we are all aware that it's the little things that get us through the day; it's the actions and environment that you do have control over that will shape your day; sometimes, it's a simple change that can radically shift the place that you are in.

You might not have the ability to change the structure (i.e., wardrobe) of your current team, but those socks you are wearing, those are yours. Why not change them? You might be surprised at how you feel.

shanti,
mjh

sacrifice

My flight out of Charlotte was oversold last week. No big surprise there: small plane, popular route. They asked for volunteers (I think the initial rate was $100); a lady with whom I had been chatting (we'll call her Mandi) made a couple of calls, then waltzed up to the ticket agent to volunteer her seat. Case closed, problem solved, but not exactly.

Soon after nesting into my 5A window seat, she boarded the plane. I guess they didn't need her afterall.

So much for the $100. At the end of the day, however, Mandi was making the flight, and you would think that all would be chipper. But it was not so.

You see, Mandi had (initially) the benefit of a reservation in seat 1A, the most coveted by The Amazing Race standards. There's more legroom up there (even on this smaller jet), and getting on and off is a breeze. It's a good seat; surely a win.

Now, however, she had lost her seat and was relegated to the backmost row, the last seat, that one sitting next to the lone bathroom. Mandi, by 1A standards, was now distant and trapped, banished to the tail. Moreover, her carry-on bag had been taken; there was also no room for it anymore, as those of us fortunate to board early had filled the overhead space.

So, let's rewind....

Delta needed volunteers; Mandi sacrificed her travel plans for the benefit of others (nudged surely by the $100 offer). Her sacrifice ended up costing her her prime seat, the proximity of her carry-on, and the convenience of a quick hop-off the plane once we landed.

I doubt Mandi will be volunteering again anytime soon.

In our companies, we often ask people to sacrifice, to help out, to pitch in, to volunteer time or energy or knowledge. Once given, how do we treat them? Do we treat those who help us with the same kindness and respect that we asked of them? Or do we focus on our need, grab what was given, and lose sight of those who gave?

My hope is that your sacrifice is rewarded, or at the very least is not punished. Every time we take a 1A and reassign them to 25C, we, as a company, lose. And the turbulence is not soon forgotten.

shanti,
mjh

attitude

It is hard raising a 3-year-old. I am constantly having difficult conversations, teaching difficult lessons, and, moreover, facing the reflection of such.

"Lily, you really should be grateful for what you have; many children do not have so many toys." "Why, daddy?" -- I have no good answer;

"Lily, get in here and clean up your toys." -- as I try not to turn around and look at the messy kitchen;

"Lily, you need to get better at sharing." -- as I hoard money, tangible stuff, and scrape the leftovers into the trash;

"Lily, you don't need to watch anymore TV today." -- and I know that, once she is in bed, I will turn it right back on.

"Lily, it's not that big of a deal." -- I am pretty sure I said while mentally cursing the driver in front of me.

The most pressing reflection, however, has to do with attitude.

"Lily, you need to focus more on the positive aspects of the day and not on the minor problems."

I'll admit it; I have been pretty critical of my company lately. It's part of why my corporate blog has been more silent these days; too much to say, but too hesitant to say any of it. Some of it is just personal, and personal it shall stay.

However, 1) I have a job, 2) it is a good job, 3) it is an important job, 4) I am better today than I was five years ago because of this job.

Today, I am grateful; today, I am proud; today, I am focusing on the positive. As they say, the future is unknown and necessarily distant, but today, today, I can focus on the undeniable good.

I urge you to do the same.

shanti,
mjh

mail

My to-do list is out of control; my guess is that you can relate. No matter how much I try to get done in a day or week, it seems that the list never really gets any shorter. However distressing this might be, I still find comfort in cutting down the list whenever possible. Tonight, I have crossed another thing off, and the Truth that it reveals could alter your day.

Two days ago, I received my Census form. I did my part after dinner this evening, and now it sits, definitely crossed off of the list, out in my mailbox.

Tasks such as this always cause me to pause. The official to-do states that I need to fill out the Census and mail it. Part one of that requirement is complete; part two...I guess it's not quite fulfilled, as I know it is still out there, in the metal box. Thankfully, the faith that I have in its completion is enough to settle my nerves.

I imagine that being a manager feels a lot like this. The task is not officially complete yet, but I have confidence that the person assigned to help me complete it (in my case, my mail-carrier) will do so without pause or incident. I trust that she will take every step necessary to fulfill her duty or will alert me to any hindrances. I have enough faith in the process and the person hired to take charge of that process, that I, almost without thinking, already consider it done.

I sincerely hope that anyone in my personal chain of command, and in yours, employs such trust; likewise I sincerely hope that I, and you, have earned it.

I don't believe that I have ever thanked my mail-carrier for a job well done; I think tomorrow that will change. How about you? If you rely on others, have faith in others, believe in others to get the job done, why not make them aware of your appreciation today?

Yes, I just put something on your to-do list. Apologies for that, but I trust that you will cross it off soon enough.

shanti,
mjh

constructs

As an HBE, I spend a lot of time constructing; while on the phone, I imagine faces, places, scenes, expressions, etc. Such constructs are subconscious and necessary. If we have never met in person, my brain instantly begins to fill in your details, based on nothing more than your voice, name, personality, and any other details it can glean from our interaction. You get a couple of eyes, a mouth, some hair, all by default. The more advanced process of how person X is drawn and how h/she differs from person Y is way too complex for my consciousness to begin to explore. Suffice it to say, however, that somehow my brain begins to fill in the details, constructing a picture of who you are, and that made-up picture is, for better or worse, who you are when you come to mind.

Recently, my imaginative abilities were put to the test when three of my oft-contacted buddies showed up for Action Labs in New York. Sitting in the hotel restaurant, each waltzed in...looking nothing like what my mind had constructed. Seriously, I was way off of the mark. It greatly surprised me, though it should not have. Having never seen a single picture of these guys, I was destined to be wrong in my vision. And I was.

Though there is a lot to be learned from my mental mistakes, from painting a completely erroneous image based solely on phone conversations, the most interesting thing to me today is that the constructs have disappeared in my mind. When I spoke to Bob recently, I saw Bob; there was no trace of bizzaro-Bob, the Hollowell-ized version that had been growing unchecked for the past several months. Same thing with Pat; when I hear his voice on the other end of the line, I can see him.

There is a great value in the Truth. It has a way of erasing the falsities that we construct; it's hard to ignore; and it has power. It is so powerful, in fact, that it instantaneously obliterated my pre-conceptions, and that is usually a very good thing. The fuzziness gained detail, and the generalities became specific. I am very grateful for the opportunity to correct my flawed construct of these guys, and I hope to do the same for many of you.

Just be aware that facing the Truth, though positive in so many respects, is an irreversible position. Remember to take a deep breath before opening your eyes, check your preconceptions at the door, and let's get better at letting the Truth work its magic.

'Transparency' is such a buzz-word these days, and the concept has its merit; however, let's be sure we are seeing with clarity before we try and make the Truth clear for others.

shanti,
mjh

play

If you have 30 minutes, I highly recommend watching this video. It will potentially blow your mind, which is always a positive experience when done in moderation.

shanti,
mjh

http://g4tv.com/lv3/44277

weight

Last Thursday night, I checked back into my hotel room and accepted my fate: snowed in; no way out. I was not thrilled with the situation, though the quiet after the storm (both literally and metaphorically) was quite nice. Four days of Action Labs had passed, and a calmness had descended on the IBM Palisades. I took some time that night to sit out on the hotel balcony; I watched the snow continue to fall, stared out at the monochromatic landscape, and listened to the utter quietness.

It was during one of these cold, centering sessions when I was introduced to a phenomenon not often present in the South. Loud cracks, sharp breaks, distant crashing sounds. It took me a few minutes to discern the noise, then I saw it happen.

A perfectly healthy-looking branch, weighted down by the snow, just fell free from its tree and crashed to the ground. Weight; I have seen this before. Actually, I am seeing it now at my company.

Weight, either tangible or intangible, can be bothersome, can slow you down, and, given enough time and inattention, can literally render you unable to maintain.

So, how are you doing? Have you checked your weight lately? Have you checked the weight of those around you?

Managers, if you do not have an accurate idea of the weight your team members are carrying, both as a team and especially individually, it's time to check in. When the branch has fallen, when the weight has done its damage, there rarely is a chance to go back. The crack, break, and crash come fast; you'd be wise to see it coming.

And if you, dear reader, cannot carry one more thing, if you are weighed down to the point of cracking, start shouting. We are a company, after all, and that implies togetherness and sharing. If you crack and fall, well, the landscape just wouldn't be the same.

It's worth thinking about: If you fall in the forest, and no one hears it...

shanti,
mjh

reinforcement

It was a hard decision this past week, but my wife and I changed our daughter to a new pediatrician. The reasons were valid and solid, though we were unsure how the newness would sit with our three-year-old; she, like many her age, cherishes repetition and order. However, through much preparation and visual aids, and despite all of our nightmarish fears, Lily acted the champ. She followed directions; she happily jumped through the proverbial hoops of a well-child check-up, and she never once seemed distraught over the change in venue or face.

The cause of this angelic appointment is really unknown. Was it the pep talks; was it the new toys; was it the promise of a treat? There is no way of knowing. The result, however, of this unforeseen event is very clear: positive reinforcement (for us). Not that we should change Dr's on a yearly basis, but that we, as parents, made the right decision. This parental positive reinforcement does not surface often, so it comes highly prized. And it feels good.

Which leads me to consider, again, the opportunity for and effects of positive reinforcement in the corporate world. I have blogged about this before, and I still believe that presence is perhaps the single most important form of reinforcement that exists. Surely, presence alone is often not enough; that is why we have bonuses, recognition, awards. However, even those somewhat more tangible boosts are nothing without the foundational sense of company and of belonging.

Sending me presents reminds me that I am here; sending me your presence reminds me that you are here, too; that I am not alone.

So for those of you who stop in and read this blog, I offer my thanks; multiple thanks to those who take the time to post a comment. Your presence, whether I know you are here or not, is of utmost importance to me and to the enterprise as a whole. Obviously, reflecting back on this post, I would prefer to know that you were here (just say 'wasuuuuup' in the comment box); however, even if you do not acknowledge your presence here on my blog, take the time to acknowledge yourself to someone else today. Better than that, reveal your presence to someone who might have completely forgotten your nearness, your actualization (as an HBE, I know this disconnect all too well).

In my previous post on presence, I called on my readers to "take the time today to remind those who rely on us, those we rely on, those we support and are supported by, that we are here"; today, however, perhaps relying on proximity, whether physical or spiritual, is not enough. Today, why not think of someone that you have not been present with for quite some time, someone long lost or simply far away, and be present with him/her.

And do it within your company walls; that's harder, and you need a challenge. Make a phone call to that guy you used to work with; shoot an email out to check on a distant co-worker; hug a blogger. :o)

Oftentimes, absence is misunderstood; presence, however, rarely is. Be present, not only with yourself, not only with your clique, but also with the 'others'.

And if your presence does not motivate, if the relationship is immune to reinforcement simply though reminded companionship, go ahead and offer a Hershey's Kiss; it works for my daughter.

shanti,
mjh

dishes

When I got married 6+ years ago, my wife brought more than her tangible stuff into my life. She also brought her habits, her processes, her strategy, time-honored and -honed traditions that were second nature to her, but left me wondering what I had strolled into. This feeling is, no doubt, familiar to many. One of these subtle tactics has taught me a valuable lesson: the power of The Soak.

I am an elbow-grease guy, someone who has always subscribed to the mantra: 'To succeed is easy; simply work four times harder than everyone else.' You could say that working hard is in my DNA; hence, I have never met a dish that I couldn't clean. Sure, sometimes it would take a brillo pad or a razor blade, but no amount of dried-on ketchup, cemented-on cereal, or burnt-on whatever could stand in my way. Roll up the sleeves, get the water good and hot, and dive in. Apparently, this tactic is not universal.

Three days after our honeymoon, I walked into the kitchen and saw them: dishes. Dishes in a state I had never in my life encountered; they were not waiting to be cleaned, they were not already cleaned, they were in some sort of holding pattern, like someone started cleaning them and then just disappeared. I was staring at Dish Limbo, and it unsettled me.

I'll admit it: one night in the months following my exposure to The Soak, alone in the house, I broke down and tried it out. And it worked. Unbelievably well, in fact. The rice, it just rubbed right off; the ketchup just melted away. Apparently, I married into a 'work smarter' philosophy without even knowing. In the hard-scrub vs. smart-soak battle, letting the water do the work for you...well. that will win every time.

In my company, we work hard. We tag, upload, edit, market, sell, design, manufacture, maintain, create, link, manage, research, value-add, retool, improve, think, and rethink long into the night, oftentimes too long into the night. And that is not a bad thing.

What is potentially hazardous, however, is if we do not take the time to listen to others who might just offer up another way of accomplishing these same tasks. If we do not stop and breathe, pick our heads up and look around, notice that our partners do not have the same dishpan hands as we do...if we fail to capitalize on the power of the tools we rely on, be they water or CPU, then we are the ones who will ultimately tire out, which in our business means losing the race.

Oftentimes, business send out a call to arms, an active push, a fierce and forceful rallying cry. Just make sure that you take a breath between battles, take notice of what you are fighting with and what you are fighting against, and realize that perspiration is a good thing, unless it drowns you.

Sprinkle some smart-work amongst your hard-work, and let's take back what is ours, not only by rolling up our sleeves, but also by taking a good look at our hands. If you see more wrinkles than normal, maybe it's time to let things soak for a little while.

shanti,
mjh

trash

This evening (ok, several nights ago), my three-year old daughter pulled an empty kitchen trash bag from its box under the kitchen counter. She proceeded to leave it on the floor, where it sat for about an hour. During out post-dinner clean-up, she picked it up, showed it to me, and asked me "Is this trash?" Three hours later, I still do not know how to answer that question. Surely, it is trash because we throw it in the garbage can on a regular bases; surely, it's not because, well, it's a perfectly good (and empty) trash bag.

Is a trash bag, trash?

I feel that there is a Truth buried somewhere in the answer to this question, a metaphorical Truth relating to the professional space. Something about usefulness, purpose, and duty; however, tonight my sinuses are inflamed to the point where I cannot think through the haze. So, I turn this post over to you, dear reader.

Can you see the Truth here? Can you solve this quandry? If so, please let me know. I'd love to hear your thoughts/opinions/metaphors because it really has my head spinning.

shanti,
mjh