From the category archives:

Members' connections to Orgs

Ponies in the Snow

by cv harquail on February 10, 2010

Heaven help you if you are a business that I care about, even if your business is no business of mine.

201002101504.jpgI just finished up a 24-hour email exchange with the folks at the Virginia Camp where my daughters and I do our mother-daughter riding weekends, and where they’ll be going to camp this summer.

And what was I doing? Offering them unsolicited advice about their marketing strategy.

Specifically,

I want them to send me pictures of Ponies in the Snow.

If they sent me pictures of Ponies in the Snow, they could connect with me and my family in an authentic way. This authentic communication would strengthen not only our relationship with the Camp but also the Camp’s own sense of organizational identity.

An authentic communication between the Camp and their customers would:

1. Communicate who the organization really is and what it values

2. Recognize how we their customers think of them

3. Anticipate and address any concerns we might have about their business

4. in a way that makes us feel connected to them.

How would pictures of Ponies in the Snow create this authentic connection?

1. What makes this camp special and what defines it as an organization is their approach to their horses.  The women here really understand horses. They take great care of their horses and they love them almost but not quite to the point of spoiling them.  Every student learns to care for ‘her’ horse, to get to know her horse as a unique creature, and to establish a good working relationship with her horse.

2. When we think of this camp, we think about the horses. I think about ‘my’ horse Haley (who I ride every time I’m there), while my daughters talk about Tai and Pandora. Each of the horses has his or her own funky personality (which the instructors help you learn), and the more you know the horses the more you love them.

3. Right now, my girls are very concerned about the horses.

The horses don’t spend their winter sheltered in a cosy warm barn. Instead, they hang out in the fields. (For horses, this is fun.)  201002101504.jpgHowever, since December, the part of Virginia where the camp is located has been blasted with snow. Just a few days ago they got another foot.

We are imagining the horses and ponies trudging around in fields covered with two feet of snow. Cold, heavy, cold snow.

4. We want to know that the horses and ponies are okay. Either they’re all in the barns together until the snow clears or — even better– they’re kicking up their heels in the drifts.

Later today (or maybe tomorrow, since it’s snowing) they’re going to send me some photos so we can see how all the horses are doing.

[Later: Turns out they have a Facebook page, now with lots of photos of the snow, the drifts, and the horses. Why didn't I think of that?]

I can’t wait to see all our favorite ponies in the snow!

shrek possum forte

Where are the carrots? from Steffe and Horses Grazing in the Snow from Steve Carlton , on Flickr

And LOOK! I got some pony pictures! It’s Shrek, Possum & Forte!

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In the decade since its release, the movie Office Space has dramatized the corporate best of work-life dystopia.

In Office Space, we’ve got the Lumberg, the red stapler, the TPS Reports, a bad case of the Mondays, a little flair, and of course, “the Bobs”. Oh, the Bobs, those clueless, bumbling, omniscient consultants from corporate who come in to do a little downsizing.

Such innocent times, when we thought Office Space was a cynical view of the corporate world, and we laughed.

Now, we have another cinematic view of corporate reality: Up In The Air.

Up In The Air is not actually cynical- it’s realistic. Up In The Air shows us something very real about employer-employee relationships. And it’s a reality that’s neither funny nor easy to watch.

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Up In The Air: Corporatized Layoffs

If you’ve seen Up In The Air, you’ve seen the latest version of corporatized layoffs. Corporatized layoffs take the humanity out of human resource management.

A lot has changed in the ten years since the Bobs demonstrated state-of-the-art termination practices. Back in Office Space, the Bobs came over form HR to analyze work flow and to hold the managers’ hands while they executed the lay offs of their employees and colleagues.

Now, in Up In The Air, the layoff process has been outsourced to the specialist-for-hire, Ryan Bingham, a “termination engineer”.

New Realities of Corporatized Layoffs, as seen in Up In The Air.

Up In The Air dramatizes for us 6 new realities of the layoff process.

1. Layoffs are so common that they have spawned their own growth industry, complete with skilled, well-paid termination experts.

Bingham doesn’t just lay people off. Rather, he’s a “termination engineer“. A specialist. In a well-cut suit and a silk tie from the “Shoppes at Terminal C”. Unlike the belt-and-suspenders dorkiness of the Bobs, Bingham is real business class talent — smooth and skilled as he wields the hatchet.

Who knew we’d gotten so good at this, at the act of telling employees we don’t want them anymore?

2. Organizations and their managers have deftly insulated themselves from the unpleasant experience of laying people off. This insulation allows these organizations to be genuinely fake, to say one thing and do another without any ambivalence or embarrassment.

By outsourcing their termination practice to a consultancy, the organization removes any manager or corporate representative from the process. There is no one from the company who has to explain the decision to the ex-employee, and no one from the company to take responsibility for the layoff decisions.

Structurally, Bingham, is insulated from any responsibility for these axed employees. He didn’t create the problems that lead to the layoffs or make the choices about whom to lay off. Emotionally, Bingham is also insulated. He shares no common culture, no corporate history, no personal relationship with the people losing their jobs. He has no reason at all (apart from some basic humanity) to feel guilty or conflicted about what he is there to do.

This structural and psychic distance make it possible for Bingham to be genuinely fake. For all those the platitudes, Bingham really means what he says. And he also doesn’t mean what he says, because no part of the experience actually touches him.

Similarly, the structural set up prevents the organization and its managers even from seeing the damage that their behavior is causing. The organization and its managers are free to claim that they care about employees while laying them off.

3. In corporatized layoffs, no one can hear you scream. [click to continue…]

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My Nose, Other People’s Business

January 4, 2010

I love sticking my nose into other people’s business.
There, I’ve said it. It’s true, if a little odd. I think it sometimes embarrasses my family, this interest in other people’s business.
If you ever run in to me at a dinner party, or picking up kids at Tae Kwon Do, or walking to the train, probably [...]

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Why Does Social Media Interaction Lead Us To Protect an Organization’s Reputation?

December 2, 2009

I have been struggling to write a (scholarly) book chapter on Corporate Reputation, social media and authenticity. As I have been writing myself around and around the issue(s), there is one thing that I cannot get my finger on, and that is:
Why does having interacted with an organization through social media make us feel more [...]

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Browsers, Brand Identity, and What You Value

November 23, 2009

One of my favorite corporate image experts, Susan Gunelius, has started an interesting conversation over at Corporate Eye. She wants to know which  browser has the best brand identity, and which browser’s logo reflects its identity most effectively.

Given the unveiling today of AOL’s new logo (which I think is aesthetically and conceptually barren) this is [...]

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