"You cannot depend on your eyes when your imagination is out of focus."
You cannot depend on your eyes when your imagination is out of focus.

What we've written about communication

Did you think GB wrote his own speeches?

As the story circulates the media that Gordon Brown paid $40,000 for West Wing Writers to ‘tailor’ speeches for a US target audience, what is the contraversy? Well, in times of supposed thrift, and given Mr Brown’s personal reputation for counting pennies, it’s a large sum of money. To the consultants who were on Clinton’s team, it’s a few days work, though, surely…

Reading the coverage, it smacks of two other ‘disgusted in Tunbridge Wells’ themes:

1. Unease that Gordon doesn’t write this stuff himself.

2. Shame that no-one in the UK could come up with the goods.

Number 1 is plain naieve. Go back to Churchill for that sort of style and talent. Number 2, I can agree with. As I spend my days thinking about how to target communication to audiences as diverse as medical reps on the road in Berkshire, junior members of governments ooh anywhere and bored middle management waiting for lifts in Central London, surely someone, somewhere (not in Washington, not for $40,000) could have been trusted to come up with the goods? Targetting communication is one skill, so is writing speeches for an individual that you understand, know, work with. The words are coming up out of one person’s mouth, they need to sound like his, have some truth about them, he needs to own them…

For those of us who believe the West Wing is real, that Martin Sheen was President and that Presidential speeches turn the mood of a nation, we would like to think that Toby and Josh would make Gordon a star on the Hill.

The truth is, that now the ‘news’ is out, some consultants that we’ve never heard of have developed some words that will forever be perceived as lacking authenticity, over-crafted, a waste of money…and not Gordon’s own.

Not entirely accurate, in fact, the words are already forgotten.

Internal communication is vital but…

Organisations seem to be facing the same challenges at the same time in internal communication right now: is it best to talk about what you (top level management) have decided and know now – or wait – until concensus is reached on communication? Agremeent is being sought not just on what is said, but on how it’s said, when it’s said, how many times it’s said, who says it, what languages it’s said in..we could go on.

While this process escalates – and is repeated, probably – employees (not top level management) will have their own assumptions about what is happening, some will have already picked up on aspects of what is happening too. Theories about what is about to be done (to them, not with them or by them) will be discussed and engagement, productivity and time will inevitably be lost. Such delays – or perceived silences – often attack trust. And while internal communication is rightly at the top of the senior management agenda, this focus is not actually getting the job done.

Times have changed – the right people are discussing how to communicate and realising the importance of communication within the organisation. It’s just that in some cases, it’s not these people that are doing the communicating, they’re talking about doing it…

Learning with the best of them

C&I strategic plan

Working with City and Islington College on the publication of their Strategic Plan for the next three years proved an education. Did you know that C&I are the largest provider of undergraduates to universities in England and Wales, for example? But for those of us who often spend time in the corporate (under)world, one thing really hit home – it wasn’t just the staff that were really proud of their College but many of the students were too. If you see young people wearing their C&I red lanyards in North London, it’s the College they belong to.

This sense of pride in belonging feels in contrast to some corporate organisations struggling with employee morale, pride, enthusiasm and motivation. Perhaps there is more to be learnt from education….and those that provide it, particularly those with Beacon Status on the Holloway Road….

The Strategic Plan pdf

A plague is a good thing

The parasite that causes bubonic plague We recently worked on an editing job for a company based in Korea. Having written their social report in Korean, they wanted us to edit and proof-read the translation. The best thing about the job was how close Korea seemed throughout – to the extent that our client was in touch over email discussing some expression issues and our ability to discuss proved better than most face to face meetings. One interesting thing – how easy the word ‘plague’ is to mix up with ‘plaque’ as in ‘a plague of appreciation’ listed numerous times in the appendix…. We send all friends a plague of appreciation today….

To Infinity and beyond….

The new Infinity logo New client Infinity are all about recognising that every one of us learns differently and that all organisations have expectations when they fund training for their employees i.e. it does actually have to deliver some proven business benefit. Infinity ‘always start with the end result in mind’, which is not a bad maxim for any of us. We’ve worked with Infinity on their new branding and presence at the upcoming World of Learning event in November. It’s made us think about a) what infinity means, b) school (for many of us, what learning shouldn’t be) and c) e-learning/blended learning. So working with them, we have learnt things…

Is the phrase ‘employer brand’ necessary?

We are wondering here if ‘employer branding’, once the great conversation opener and preoccupation, especially of HR teams, is now really just (just!) making the existing corporate brand communicate to employees and prospective employees: providing communication tools and management examples of that brand in practice. Simple…

Looking at what often could feel like separate brand identities (separate projects) is too confusing for audiences, could detract from the corporate brand and (appears at least) too costly for clients. What’s interesting is that some agencies (and their clients) are talking employer brands and we are in fact waiting on one’s guidelines for a piece of work we are doing… We are looking forward to them. Perhaps it’s what we have been talking about anyway, just phrased differently?

The intranet high flyers

The Nielsen Norman 10 best intranets of 2008 voted British Airways’ intranet ‘Employee Self Service’ the only UK place in its recent listing. Citing cost savings and communcation improvements, it’s an interesting vote given recent PR and customer relationship calamaties for BA and the current difficult times in the aviation industry. A case of the external image being very far from what is going on internally, perhaps.

The Nielsen Norman 10 best intranets of 2007 voted the RSPB’s intranet the only intranet in the UK worthy of a global top ten ranking. The comment in the summary report that ‘beautiful bird photos illustrate top stories’ is in the context of discussions about an average intranet containing 6 million pages.

The RSPB’s success is a welcome reminder that sometimes something plain lovely says it all. And perhaps more usefully for those a bit content-heavy amongst us, that a picture does tell a 1000 words, or pages more.

Face to face communication turned up the heat

We did a little bit of reminiscing last night while enveloped by the pathos of a shutting Walthamstow dogs’ track. Blocking out the thought of what will happen to all those lean, running machines (thank you Cobra Striking) over drinks in the stand..the conversation turned…

The most bizarre ‘communication memory’ in Upstairs’ life so far has to be the experience of sorting out the heating in Shanghai’s all glass Science and Technology Museum ‘dome’, January 2007. 45 minutes before our 250+ corporate guests were due to arrive for their gala dinner (the ladies would be in evening dresses), we were shivering in our Puffas. Asking the venue manager to address the issue had not worked (informal cascade often fails). The next hour was spent running after our on-site supplier through tunnels and up and down the stairs of the museum, finally entering Flash Gordon’s boiler chamber. 15+ years communicating for a living and here was the greatest challenge yet. Gesticulating instructions to turn up the power and prove the resulting increase in temperature (15+ years of proving an implementation’s success kicking in here too…) to 2 local, apple-green boiler-suited technicians whose supper we were interrupting. While face to face internal communication IS best, hand signals, facial distortions, comic shivers, removing outdoor clothing (only) and actually going to randomly turn levers one’s self can also, for certain defined audiences, be recommended…

No footage of the actual ‘sit-com’ scene but take a look at the (warmer) night out they had. And save those dogs…

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