Monthly Archives: May 2011

Dealing with Social Media Whiners

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Whining. It’s becoming an American pastime, especially with (here we go) my generation of 20-30 somethings. Although, to be fair, it can be downright infuriating when your "flirtini" is not mixed properly. Life is hard sometimes.

But now, it seems every move of a business is under a microscope, with a disgruntled Tweeter just hoping to be irked, thumbs at the ready. And granted, some Twitter rage is often warranted (I’m looking at you, commercial airline industry), but sometimes people could stand to take a timeout before posting. Kyle Elyse Niederpruem of Kyle Communications has a nice column in today’s Inside INdiana Business e-newsletter about how businesses should deal with this type of thing:

Explosive growth in social media also means explosive growth in professional complainers—the people who target major corporations with every niggling complaint known to human kind; from lousy tableside service at a restaurant to late check-in with airlines. In the wake of even one Tweet with many followers, how do you cope?

Media outlets, too, have been the target of anon attacks. Those are the people who falsify identities (or try to do so) and make pointed and scurrilous claims against others.

Lobbyists use the same tactics by employing online posters in special interest campaigns to “flood” a site with phony posters laying low into their opponents and filing below the belt accusations.

What’s the muddle and why the worry? Online is the new forever. And one bad Tweet can potentially ruin more than the day. But before it does, you can do some quick checks to decide if you need to jump into the mea culpa pool.

Find out first:

• Is the source a connected and credible one? Numbers aren’t always an indicator, but it is a factor that seems to petrify the most eloquent of complaint handlers. Doing a quick online search can save you plenty of grief in the long run. If you don’t understand the relationship map, you’re in for a world of hurt.

• Is the complaint an isolated complaint with either a customer or employee having a one-off bad day, or has the needle been moving toward a downright consumer revolt? What you’re hearing could be the early warning sign – like the canary in the coal mine to check deadly gas levels.

• Can you mollify the complainer? If a simple apology will do, that’s what many want to hear. Or as one very savvy CEO once told me, just tell the person with the complaint: “You may be right.” Oftentimes, that’s all someone wants—a simple acknowledgement of a messed up experience.

We found a good bit of advice from Pete Blackshaw with Nielson Online who founded PlanetFeedback.com in 1999. Blackshaw told Ad Age recently: “There’s no secret sauce to managing the outspoken consumer. And the risk of over-responding is setting the bar too high or maybe even over-dignifying an unreasonable voice.”

So the next time your social media team, marketing crew or public relations experts dive into a tizzy about the latest complaint online, do what everyone does—take a breath, count to 3 (or maybe 10), and consider the response that could be cached for a good long time to come.

And remember, some people just like to complain—online and everywhere.

Will GOP Voters Be Cheering for “My Man… Tim?”

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With Gov. Daniels out of the running for the presidency, candidates seem to be scrambling to fill the void of "calm, sober guy who can manage budgets." According to a recent article in the Daily Caller, former Minnesota Gov. Tim Pawlenty appears to be vying hardest to be "the other Mitch Daniels."

In a Facebook town hall Tuesday, presidential candidate Tim Pawlenty positioned himself as the logical alternative to Indiana Gov. Mitch Daniels, who announced on Sunday that he would not enter the race for the White House…

Then the former Minnesota governor took one question on the subject of his education policies.

“In the state of Indiana, our governor has been really hard on teachers,” asked one girl. “What is your view of education?”

Pawlenty voiced a position on education similar to the reforms passed by Daniels in the last Indiana legislative session: school choice and vouchers, support for charter schools, and saying that education policy should be geared to help children and should “put their needs first, rather than the interests of adults in public employee union movement.”

The choice of the question seemed deliberate, as a way to position Pawlenty as the natural alternative for Daniels’ supporters.

There was a marked contrast between Pawlenty’s presentation and the way another candidate, former Massachusetts Gov. Mitt Romney, conducted a Facebook town hall last week.

Pawlenty sat at a table in Florida in front of the U.S. flag and a state flag. He wore a suit and tie and read questions off his iPad, conveying a serious atmosphere and emphasizing his tech savvy.

Romney, who has been accused of being too stiff and buttoned down, wore a shirt during his town hall, with the top two buttons unbuttoned. The town hall took place in Nevada, and in the background were a number of people who had volunteered to make phone calls to fundraise for the former Massachusetts governor.

Pawlenty’s town hall seemed much more produced and polished. But despite the fact that a Facebook town hall is meant to convey the idea that anyone can have access to the candidate, it was clear that both chose their questions carefully.

Critics argue his past support of cap-and-trade legislation will hurt him in the GOP nomination — and they say his milquetoast delivery won’t go over well in primaries. What do you think?

Indiana Schools Making an Impact at the Brickyard

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As I wrote recently in BizVoice magazine, Indiana University Purdue University – Indianapolis (IUPUI) has an incredibly unique offering in its Motorsports Engineering bachelor’s program. Now, the school is once again partnering with Sarah Fisher Racing in this year’s Indianapolis 500, in which SFR driver Ed Carpenter hopes to parlay an eighth position start into a delicious bottle of milk at the finish line:

As Sarah Fisher Racing (SFR) proudly debuts its new driver Ed Carpenter at the famed 100th Anniversary of the Indianapolis 500, there’s another relationship the team is happy to continue developing—namely, a partnership with Indiana University-Purdue University Indianapolis (IUPUI).

“We so appreciate the support IUPUI has shown throughout our team’s history,” said Sarah Fisher, team owner. “IUPUI has been a loyal sponsor of our team since I started as driver/owner in 2008, and I’m thrilled to have them backing us as Ed takes the wheel this season.”

Beyond a traditional sponsorship, this relationship is truly something special.

Once a student herself in the Engineering Dual Degree Program through the Purdue School of Engineering & Technology at IUPUI and Butler University, Fisher has continued to give back to the school by visiting campus to talk with undergraduate students about her experiences in the motorsports industry. And students in IUPUI’s Motorsports Engineering Program – the only program in the nation to offer a Bachelor’s of Science in Motorsports Engineering – continue to sharpen their engineering skills and motorsports savvy through internships with the team each year.

Purdue University is also a factor in this year’s race, showcasing the school’s engineering prowess by partnering with HVM Racing.

Purdue University and HVM Racing have partnered for the Indianapolis 500. The relationship will bring the HVM team advanced engineering technologies in aerodynamics, manufacturing and advanced materials, providing opportunities for Purdue students and faculty to participate in motorsports with HVM.

“HVM Racing is one of IndyCar’s leading competitors with 2010 Indianapolis 500 rookie of the year driver Simona de Silvestro and one of her premier teams in the IZOD IndyCar Series,” said James Caruthers, the Reilly Professor of Chemical Engineering.

Keith Wiggins, president of HVM Racing, said, “This relationship with Purdue enables HVM to work with one of the premier engineering schools in the U.S. to exploit the latest technological innovations in aerodynamics, advanced materials and manufacturing, as well as being able to interact with bright, fresh-thinking Purdue students in a variety of ways for the future.”
 

Gary Airport Getting New Look

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Our friends at Inside INdiana Business recently spoke with Gary Mayor Rudy Clay about the status of the Gary/Chicago Airport, which is undertaking some improvements. Here is audio of the conversation, in which Clay explains the positive working relationship the city has with Chicago officials.

Clay says the goal of the rennovation at Gary/Chicago International Airport is not to compete with Chicago’s two airports, but to work along side of them. Clay says those airports have heavy traffic and need more gates to handle the load. The $153 million project includes a major runway expansion and new railroad bridges, routes and demolition lines. Groundbreaking comes this afternoon.

 

Trying to Eliminate the Education Waste

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In my role, I receive a lot of press releases. And many come from Washington, D.C., in the form of comments from our representatives and senators on legislation/news of the day and other worldly developments.

The obligatory "congratulations on killing Osama bin Laden but the terrorist threat is not over" doesn’t generate a great deal of personal interest. But one I received yesterday from Rep. Todd Rokita (R-5th District) about his role on the House Committee on Education and the Workforce was noteworthy — primarily because of the multitude of federal dollars being wasted.

As the congressman said:

Today the House Committee on Education and the Workforce marked up H.R. 1891, the Setting New Priorities in Education Spending Act, legislation to eliminate 40 ineffective or duplicative programs from the Department of Education. 
 
“The fact that 40 of the 80 authorized programs under the Elementary and Secondary Education law are ineffective or duplicative is evidence that there are hundreds of billions of dollars worth of programs across the federal government that need to justify their continuation or be eliminated,” Rokita said. 
 
Despite the federal takeover of education and the tripling of funding since 1964, academic performance has remained stagnant, graduation rates have not improved, and American students lag far behind students of other nations in math and science.  For decades, Washington’s involvement has done nothing to improve education, but has contributed to our fiscal crisis.  
 
“Given the grave fiscal crisis our country faces, it is time we looked long and hard at the effectiveness of government programs across the board, including in education.  Identifying and eliminating wasteful and duplicative programs is a positive first step on a long road to reducing the out-of-control federal spending that is bankrupting our country,” Rokita said.

You Bet(ter) Believe in This Workplace

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I was intrigued a few months ago when the 2011 Best Places to Work in Indiana winners came out and Horseshoe Casino in Hammond was listed. First, not enough gaming/entertainment organizations participate in this employee evaluation process. Second, the odds (no pun intended) are somewhat stacked against such a business compared to the more traditional "office settings" that make it easier to promote a strong workplace culture.

So I went to Horseshoe to find out what makes it tick. Hopefully this short story in our BizVoice magazine makes the case that management does understand the varied needs of the team members and that those employees are dedicated to both creating the best customer experience and to each other.

Sure, Horseshoe placed 36th out of 36 large companies. But just making the list was a huge honor – really. All 70 companies selected are winners, and all those who participate in the process should be congratulated for listening to their employees and doing what they can to improve their workplaces.

Here’s the rest of the BizVoice coverage; an action-packed awards night video; and program information if your organization wants to be involved in the coming year. 

There is Such a Thing as a Free Lunch — and More

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When Indiana Chamber President Kevin Brinegar wants to buy you lunch, you should take advantage of the opportunity. Now, don’t misinterpret that to mean the leader of the state’s largest broad-based business association doesn’t spring for a good meal every now and then.

Brinegar is buying lunch for Chamber members in six communities across the state this summer. He and other Chamber staff are coming to your town to share the latest on Chamber programs and benefits, important legislative accomplishments and more. Your questions and feedback are always welcome.

Where’s the action this summer? It starts June 14 in Fort Wayne, with subsequent events in Evansville, New Albany, Indianapolis, South Bend and Valparaiso. Check out the details here — and enjoy that lunch, networking with local leaders and Indiana Chamber hospitality.

Dollars & Sense Behind Wellness Programs

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I’m fortunate to sit on our Wellness Committee here at the Chamber. We develop ways to encourage staff to eat better, exercise more, and take advantage of the state’s wonderful parks. Additionally, the Chamber now houses the Wellness Council of Indiana, which is doing great things under the leadership of Chuck Gillespie. But some businesses out there may be hesitant to invest time and resources into staff wellness. This article from Media Health Leaders may help you see the benefits:

If employers entice and incentivize employees to take better care of themselves, by losing weight, quitting smoking, exercising, etc., then the healthier life style will result in lower medical costs, which will be reflected in lower health insurance premiums, and other costs associated with employer-based health plans.

It’s a remarkably simple theory. Until recently, however, it’s been just that: theory. It’s been difficult to consistently demonstrate savings generated by wellness programs. As the wellness movement matures, however, more studies prove they are a worthy return on investment.

Highmark Inc., the Pittsburgh-based health insurers, have published the findings of a four-year study which found that healthcare costs rose at a 15% slower rate among wellness participants who were offered a consistent and comprehensive wellness program over several years, when compared with employees in a control group who did not participate in wellness programs.

The study of select Highmark employer group wellness programs showed that the savings per participant was $332 a year, when compared with the control group of nonparticipants. Actually, the savings could be considerably higher, says Jennifer Grana, a director at Highmark, because the study does not factor in the cost of lost productivity and absenteeism due to health issues.

Businesses & Politicos, Keep Those Statements Grounded

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Anyone following politics knows former Speaker of the House Newt Gingrich had a bumpy go of it last week. In response, his press secretary gave a rather "epic" statement to the Huffington Post. To be frank, it was a tad dramatic and a little… I don’t know… Spartanesque? While the commentary is remarkable in itself, it became downright poetic when read by actor John Lithgow on Comedy Central’s "The Colbert Report." (Hat tip to Ragan’s PR Daily.)

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Indy News Anchor Files Complaint Against Union

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WRTV-6 news anchor Trisha Shepherd is one of many American workers who believe she should actually receive the money she earns rather than a union she would prefer not to belong to. Most telling is her quote that she’s not trying to make a political statement, just trying to protect herself. While unions have every right to exist, how can forced membership be justified? The Indy Star reports:

A news program anchor for WRTV (Channel 6) has filed an unfair labor practice complaint against the union representing workers at the Indianapolis television station.

Trisha Shepherd, who anchors the evening newscasts, claims in a complaint to the National Labor Relations Board that the American Federation of Television and Radio Artists is illegally trying to collect dues or fees from her.

Shepherd’s two-page complaint, filed this week with the NLRB office in Indianapolis, has echoes of the controversy over right-to-work legislation that failed to pass the Indiana General Assembly.

Unions consider such laws to be politically motivated attempts to weaken the labor movement by cutting their ability to charge fees even to nonmembers who receive the benefits of collective bargaining.

Shepherd said Thursday that her complaint to the NLRB isn’t intended as a test case on right-to-work issues.

She said the controversy in Indiana, Ohio, Wisconsin and other states did not motivate her complaint against AFTRA.

"This is not intended as a political statement," she said.

"I’m just like any other citizen trying to protect myself," Shepherd said.

The union has been trying to collect $1,032 as of April 18. It hired a Pennsylvania collection company to try to get her to pay, according to NLRB filings.