Ignoring the 24/7 nature of social media is asking for trouble Neglecting the fact that social media crisis pays no regard to standard business hours led to embarrassment for Qantas Airlines after a pornographic image sat on its Facebook page for some seven hours, only being removed after a child spotted the pic and brought …

Can there ever be too much transparency? Transparency has been recognized as a vital attribute for organizational health and performance. Organizations that demonstrate transparency give voice for employee concerns. Leaders that are willing to be vulnerable in sharing even bad news create environments where employees can admit mistakes before crises erupt. So when is too …

In my post last week, I shared the parable of the ant and a story of a woman who saved her friend’s life by a phone call. I received a number of emails saying how much that post spoke to readers. Share Your Gifts in Loving Service I’d like to continue on this theme since …

Moonshot #1: Management That Serves a Higher Purpose (1) As more companies embrace and begin adopting the frameworks of our intersection (see January 7, 2013 blog post), the role of managers, supervisors, and bosses is changing. With the rise of self-organizing and self-managing teams, one could ask: What is the Purpose of Management, period? To …

Lack of training and compassion shows in airline’s weak crisis management When Dave Schneider was asked by Delta to check his baggage, including a $10,000 Gibson ES-335 guitar, he went along with it because, well, how else is a traveling musician supposed to get around? Upon arriving at his destination, Schneider was devastated to see …

Dangerous glitches create nasty crisis management scenario for plane manufacturer Boeing’s Dreamliner 787 has been billed as the marquee aircraft for passenger lines the world over, but a recent string of scary electrical errors has led authorities in many countries, including Europe, Japan and India, along with our FAA, to ground the planes. Crisis communications …

A while ago I wrote an article about “reading minds” for this blog site. Now, of course, you and I know, we can’t really read minds, but we can be observant and notice when someone needs assistance–that would especially be true of the hospitality or travel vacation businesses where customer service most definitely is its …

It’s amazing how fast mobile devices have taken over our lives. I’ve had my smart phone for only a few months, but hardly a day goes by when I don’t ask it for advice. This past week alone, I looked for child-friendly restaurants, a “green” dry cleaner, bus routes, airline tickets, and a car rental. …

FEMA’s learned well from its experiences, and is making sure to keep the lines of communication open as Hurricane Sandy begins to make landfall. Here’s another update on what they’re doing, as well as where the public can turn for help or news of the storm. As Hurricane Sandy approaches… According to the NOAA National …

Do you manage by walking around? What do you see? People excited about their job or people just going through the motions? When employees care about their work and their company —when they are engaged—they use discretionary effort. This means the engaged computer programmer works overtime when needed, without being asked. This means the engaged …