Archive for the 'communications' Category

What are the links between effective communication and a company’s profitability? In this YouTube video interview that I recorded for IABC/Chicago using its Flip camera, Jill Folan, a senior communications consultant with Watson Wyatt Worldwide, shares some findings and insights gleaned from the firm’s “2009 Communication ROI Study Report.” (The report itself is available at this link.)

The interview was conducted just two weeks after the study results were released, at a Dec. 15, 2009 lunch event organized by IABC/Chicago’s professional development volunteer staff.

Folan was interviewed by IABC/Chicago member Julia Winn, who also created the video.

A few days before Christmas, I read David Murray’s blog post about a fundraising effort to cover nontraditional treatment for a family’s terminally ill wife and mother. I thought about other people who had died after placing desperate hope in some unproven, promised cure: Farrah Fawcett, whose battle against anal cancer included treatments in a German clinic to boost her immune system, and my own sister, Annette, who died 18 years ago from breast cancer.

Cancer is ugly and scary. This year, about 562,340 Americans are expected to die of cancer, more than 1,500 people a day, according to the American Cancer Society (ACS). Cancer is the second most common cause of death in the U.S., exceeded only by heart disease. In the U.S., cancer accounts for nearly 1 of every 4 deaths, according to the ACS statistics.

While cancer is ugly and scary, its treatment can be even more grim. Chemotherapy with its nausea, hair loss and other side-effects. Mastectomies and other surgeries. Radiation.

All for what? The 5-year relative survival rate for all cancers diagnosed between 1996-2004 was 66%, up from 50% in 1975-1977. So even with progress in diagnosing certain cancers at an earlier stage and improvements in treatment, one-third of all people in the U.S. who were diagnosed with cancer in 2004 aren’t alive today.

That’s why people like the Wieland family fight like hell to beat cancer. When someone you love has cancer, the first response, after the tears, is to stay positive and to expect to defeat the cancer. Unfortunately, studies show that a positive attitude doesn’t extend the life of a cancer patient.

Of course, support groups can affect quality of life, but the threat of death from cancer-related causes can open the door to long-shot treatments and no-shot money wasters dangled by charlatans.

As research intern Krystal Wilson said in an October 2007 online article for the American Council on Science and Health,

The popular guideline of staying positive while going through something as difficult as cancer diagnosis and treatment is unfair and very demanding of patients, and it is good to see a scientific study set the record straight. Even more critical is making sure that one uses science-based information while tackling a cancer diagnosis instead of falling prey to widespread mind-over-matter miracle cures promoted by quacks out to exploit desperate people.

That’s why I had mixed emotions when I read Murray’s post and checked out the “Lana’s Hope” site. I want to help the family in this small way, by spreading the news about the fund-raising effort. I want Lana to get those long-shot treatments that just might cure her cancer.

On the other hand, I want this emotionally drained family to avoid being taken by charlatans on the hope of a fake miracle cure. But I understand what’s driving them.

In the fall of 1982, I was living in a two-bedroom apartment in Aurora, Colo., just outside Denver, with a former college journalism buddy. I had called him the previous August from Decatur, Ill., where I had just decided to leave my job as a reporter at the Decatur Herald & Review. I told him that I had decided to move to Colorado “to see the mountains.” I was pleasantly surprised when he called me back later to say that he would go with me!

My friend, Bernie, quickly secured a nice position in the call center of a national check security firm. I was more focused on partying, and had floated through some low-paying, no-future “jobs.”

One day, the phone rang. It was my sister, Annette. It was about three months after she and her husband had their first child, a son. Annette was reaching out to her younger brother, to offer some encouragement.

During the phone call, Annette mentioned that she had been having some inexplicable back pains. A voice in my head said, “Tell her that is a sign of possible cancer.” But I pushed that thought aside; I mean, how weird would I have sounded, scaring my sister with the idea of cancer?

A few weeks later, I learned that Annette did indeed have breast cancer, and she needed to begin chemotherapy. I decided to move back into my parents’ home shortly afterward, stating that I wanted to be there to support Annette. The larger truth was that I needed the support of my family just as much.

Annette and her family went through a lot of ups and downs in the next eight months before she died on June 1, 1982. I later referenced that time in a song I wrote titled, “Cells of Fear”:

I watched a friend die of cancer.
You know, she never ever once asked the answer to why
Her life had to end that way.
As the months went by, her body witherin',
At the end it was me that was shiverin'
Standing there with nothing to say.

At the end, I'd just sit there and stare.
For her to die so young, without any hair,
Oh it just wasn't fair.

Oh the world will never seem fair.
The Truth can't reach you there,
While you're engrossed with those little cells of fear.

Near the end, as the cancer spread to Annette’s brain and lungs, choking her breath and stealing her sight, her family was desperate.

My mom told me that Annette’s husband had paid a fee and expenses to bring a “faith healer” from somewhere in Canada. “Don’t you say anything,” my mom sternly told me through tears. “This might be Annette’s last chance.”

I couldn’t help but glare at the “faith healer” as she was escorted past me in the hallway outside of Annette’s hospital room. I wasn’t going to watch the “show,” even if I had been invited. I wasn’t going to be invited because my unbelief might affect the potential “miracle,” some of my family thought.

So I spent a few minutes alone in the hallway, until the procession left Annette’s room. I may be making this up, but I have a partial recollection that someone commented that Annette was now “in God’s hands.”

I believe that she was always in God’s hands, and he did the merciful thing when he ended her suffering. That’s the way we deal with cancer: Expect to beat it, then if we don’t, hope to limit the suffering with a quick death.

I hope that Lana’s family raises the money to pay for the treatments they desire for Lana. If the treatments provide her with a longer, more enjoyable life, that would be a blessing.

I pray, as well, that they don’t fall victim to charlatans, dangling empty promises of hope. That is a curse.

When my wife and I began premarital counseling 20 years ago at her Lutheran church, I decided to convert from the Catholic to Lutheran faith. It was an easy decision for me, because I had long before stopped identifying with the Catholic religion I was taught from birth through high school. The Lutheran faith was similar to Roman Catholicism, but it held key theological and practical differences that made sense to me then…and now.

As someone who made a reasoned decision two decade ago regarding my religious beliefs, I was perturbed a few weeks ago when my dad sent me an email, inviting me to “come home” to the Catholic church.

The problem isn’t that the Catholic church is making an outreach effort to win converts. The problem is that the outreach efforts are sending a message to people like me that the Catholic beliefs are the only right choice. Even other Christian denominations “have it wrong.”

That message is, in the words of the apostle Paul, “a resounding gong,” (1 Corinthians 13:1) because it demonstrates a lack of love on the part of the people behind this outreach effort. How else to explain an outreach effort that alienates brothers and sisters in Christ, that assumes that “home” is a belief system that people like me left behind for theological reasons without regret?

I don’t want to get into a debate with Catholics. I want them to be able to express their beliefs, while respecting the beliefs of others. This “Come Home” campaign doesn’t do it in theory or in practice.

Advertising Age yesterday posted a video in which Verizon CMO John Stratton discusses the “Map War” it is conducting with rival service provider AT&T.

In the video, Stratton states that the cellular service provider market has cycled back to a focus on network reliability, rather than available phone choices, as the primary differentiator among service providers. Of course, as AdAge points out, Verizon has hung its marketing hat on network reliabilty ever since it introduced us to the “Can you hear me now?” guy.

I don’t know whether Stratton is correct that customers will focus more on network reliability than phone products. He admitted that the introduction of the Apple iPhone disrupted marketing when tens of thousands of customers drooled over the iPhone and had no problem going with AT&T, which had an exclusive distribution agreement.

I experienced something similar today at work, when I overheard a coworker talking about his new Motorola Droid, which he purchased through a Verizon “buy one, get one free” promotion. I asked him if he was happy with Verizon, and he said, “Oh yeah, the coverage is great.” But he really wanted to show us the cool features of the Droid.

Back around 1990, when I was working in the public relations department at Cellular One in Schaumburg, Ill., network reliability and reach were the primary marketing angles used by us and our primary competitor, Ameritech. At Cellular One, we ran story after story about the most recent cell towers that we built, and how that would improve coverage and reliability. We couldn’t keep our coverage maps as current as we would have liked, because new cell towers were being introduced at a fairly rapid pace.

But that began to change for two main reasons:

  • Local communities became disenchanted with the many cell towers dotting their landscapes, and were less inclined to approve new towers, and
  • Reception with existing towers was average-to-good over the majority of Cellular One's "coverage area."

But all of the talk of coverage and network reliability ignores a basic fact that continues to be ignored by the media and service providers:


After you achieve a base level of network coverage, the experience of a particular customer depends far more on that customer's travel and cellphone usage patterns than the company that provides the cellular service.

For all of the advertisements that we see and hear that are focused on the benefits of a 3G or 4G network, the fact remains that the root of any cellular service is the transmission of data through the air. Those transmissions can be limited or blocked by natural and man-made obstacles including trees, hills, bridges, and buildings.

No cellular provider has the resources needed to blanket every city or state with unbroken cellular service. So–with the exception of occasional service outages that might occur at a particular cell tower–a customer’s impression of a network’s reliability will depend upon how many “dead spots” exist for that customer as he or she travels. That experience will be different for every customer.

That’s why I chose AT&T as my service provider. I talked with many people who live and work in the same general geographic area as me. I heard their experiences with AT&T, Verizon, Sprint and others. In my case, AT&T was considered to be more reliable by most people with whom I talked, and, in fact, I have been very satisfied with its service. Yet at the IABC World Conference in San Francisco last June, I spoke with Shel Holtz, ABC, who was looking forward to getting a new Palm Pre through Sprint. He had several unsatisfactory experiences with AT&T before he “abandoned” AT&T several years prior to writing the review of the Palm Pre on his blog.

It may not be wise for all cellular service providers to put all of their marketing chips into one basket, whether it be network reliability, new products, price or something else. Find what resonates and stick with it, as long as you can support any claims that you make. I get a sense that neither Verizon nor AT&T have been able to make an airtight case in the “Map Wars” battles.

Let me know what you think. Call me, if you have enough bars.

I had to leave the family room just now, as Access Hollywood began its reporting of Oprah Winfrey’s BIG ANNOUNCEMENT regarding her decision to end her long-running television show.

I didn’t run out because I was overcome by emotion over losing Oprah. It was the absolutely idiotic fawning by Access Hollywood’s on-air “talent” that caused me to race to this blog. Someone at “Ground Zero” needs to tell the rest of the globe that Chicago will be okay without Oprah.

“Everyone in Chicago was in shock today” at the news that Oprah is ending her show, according to Access Hollywood. Now, I admit that I work and live in the northern suburbs of Chicago, so my home and office may not actually be considered Ground Zero to some of the entertainment reporters frantically covering Oprah’s life-changing announcement. But my personal observations indicate that, to the majority of my fellow Chicago-area residents, Oprah just isn’t really that significant.

Sure, we might wonder how much she will be throttling down the Oprah, Inc. money machine after a quarter century or so of work. But the truth is that I haven’t seen more than 10 minutes of any Oprah show in the past three to five years. I don’t have an Oprah jones.

Before you label me as one of the few around here who “don’t get it,” you need to know that while I was working, not a single coworker burst into tears or started shouting, “Oprah, Oprah…why???!!” As I drove home, not a single driver in any vehicle swerved across the median headed toward a light post or pond in a suicidal response to the reality that the Oprah Winfrey Show was coming to an end.

As I pulled into my neighborhood, not a single neighbor had started a candlelight vigil, with flowers, pictures of Oprah and cards with messages such as, “All of Chicago is in shock, Oprah, and we will NEVER be able to watch television again.”

Bye-bye, Oprah. Someone probably will let me know when your last show airs. I won’t be watching it; I have a life.

I’ve got several posts in mind, most of them based on learnings from last week’s Strategic Communications Summit 2009 in Chicago. But I’m finding that I don’t have the energy to stay up late at night to write these posts.

My advice to you young communicators: stop watching videos and bad television, and write while you have the energy. It will pay off, and you’ll sleep better at night, knowing that you didn’t leave something undone…again.

claire-lehenyClick this link to listen to a 14-minute interview of Claire Leheny on the final day of the Sept. 22-24 Strategic Communication Management Summit 2009 in Chicago.

I interviewed Claire, who is Melcrum’s Director, North America, to discuss:

  • Findings from a recent Melcrum global survey of communication professionals
  • How the current economic market is impacting internal communications, and
  • Changes within Melcrum, including the reason behind Melcrum’s recent relocation of its headquarters from Chicago to Washington, D.C.

One week ago, I was in the process of getting my two teenagers new mobile phones at our local AT&T store. The knowledgeable and helpful store employee took time to pitch a new service being rolled out by AT&T: FamilyMap.

The service sounded interesting. Here is how FamilyMap is described on AT&T’s website:

Locate your family members with AT&T FamilyMap!

Get peace of mind by being able to conveniently locate a family member’s wireless phone on a map from your mobile phone or PC.

Want to verify that your child arrives home from school each day? Set up a Schedule Check to automatically get location information sent to you via text message or email.

Locate any phone indoors or outdoors on the AT&T Network!

Doesn’t that sound great? Who wouldn’t want to be able to locate a family member in an emergency, or just for “peace of mind”? I decided to sign up for a 30-day trial.

Even after just one week, I can say with confidence that FamilyMap is going to lose customers pretty quickly. The reason? It’s not accurate enough.

How it works
Let’s let the AT&T FamilyMap site explain it:

AT&T FamilyMap uses a number of techniques to determine a phone’s location. AT&T phones that have A-GPS (Assisted GPS) return the most accurate locations when they have a clear line of sight to GPS satellites. For example, the phone is outside or is in a car near a window. For phones where A-GPS is not available, FamilyMap uses cell tower information to provide the most accurate location possible, which is usually within a few hundred yards to a few miles of the phone’s actual location. This includes iPhones, non A-GPS phones, as well as A-GPS phones that are not in a clear line of sight to GPS satellites.

In some situations, AT&T FamilyMap will not be able to locate a phone. The most common reasons are:

  • The phone that you are trying to locate is deep inside a building or car.
  • The phone is surrounded by tall buildings, hills, or trees.
  • The phone is powered off.
  • The phone’s battery has run out.
  • The phone is not in AT&T network coverage.
  • Service on the particular line/number has been terminated or suspended.

Another step to take “for security reasons” is to send a text message to each person you want to track, and they need to accept the text.

For security reasons, phones receive a text message from AT&T FamilyMap when they become locatable. Additionally, locatable phones receive a periodic notification via text message that they can be located. These messages are received about once a month.

When I signed up for the FamilyMap trial, I pictured being able to locate either of my kids when I needed to reach them and didn’t know where they were. But I won’t be able to find them if they are outside of the AT&T coverage area or have their phone turned off.

Heck, as my experience shows, I might not be able to find them even if they are within three feet of me–if I rely on the results of the FamilyMap search.

Just before writing this, I asked FamilyMap to locate me and my daughter. I had confiscated my daughter’s mobile phone until she finished her homework, so it was sitting on the computer desk, about 3 feet from my mobile phone. Here is the result:

3 feet apart, yet shown blocks apart and a mile from true location

You can see that it shows us blocks apart. You can’t tell that it has neither of us located at our home. In fact it has both of us about one mile away from our house!

In several trials, I was only impressed once by the service’s ability to locate someone. It did show exactly where my son was umpiring a baseball game at a local field. But that was the ONLY example of an accurate result.

AT&T, why would you think that sending a parent on a wild goose chase to find a child would bring us “peace of mind”?

I’m going back to the “old school” method of sending a text to my kids and having them tell me where they are. The answer may still be inaccurate, but I won’t be paying $14.99 per month for it!

I’ve uploaded a couple of photos to Twitpic that are examples of bad event photography.

These photos were taken by a photographer hired by the organizers of an awards ceremony held on Aug. 10, 2009 in Oak Brook, Ill. for the Chicago-area “101 Best and Brightest Companies to Work For” awards.

I was there with four other VW Credit leaders, waiting for our company to be recognized for the fifth-straight year as one of the winners. I was surprised to see each group of winners standing on the stage for a photo, with images of a projection screen reflecting on part of the groups. I asked myself and commented to my coworkers, “Wouldn’t that show on the photo?”

Sure enough, it did.

Lesson for others: Arrange to have the projector screen blanked during the photos, or find another way to avoid this bad situation.

Example 1: A picture WITH words is worth…1,002 words?
One way to ruin a group award photograph--have reflections from a screen obscure the subjects.

Example 2: Merciless example of bad reflections. Does the reflection on this subject’s neck make him resemble somebody?
Reflections create a shape on the subject's neck that make him resemble Ming the Merciless.

My first unofficial IABC 2009 World Conference event took place on Friday over buffalo wings, onion rings and drinks at the Fourth Street Bar & Grill at the Marriott. There, Mike Zimet and I thanked IABC IT staffer Isaac Chapman for the yeoman’s support he provided for the launch of SR LINK.

Lynn Sanderson, National Park Service Volunteer Coordinator, prepares us for the cleanup.On Saturday morning, I joined a group of about a dozen IABC volunteers and three IABC staff members for a community service project. The beach cleaning went very well, although I couldn’t believe how many nails, screws and pieces of broken glass I scooped out of the sand around two firepits on the beach. People burn pallets and furniture there, and the nails and screws fall into the surrounding sand. You really don’t notice it when you would look at the beach (which is lovely).
The trash we collected in just a couple of hours!
Then we got back to the Marriott in time to freshen up a bit before embarking on a two-hour walking tour of San Francisco. I chose the Union Square / Chinatown tour, and was so impressed by the knowledge and enthusiasm shown by the two SF Chapter leaders, Molly Walker and Janet Bailey. One treat was to walk by the new IABC headquarters. I’m looking forward to sneaking over there for a quick visit sometime during the next couple of days.

The conference officially kicks off tomorrow, and I’ll do my best to capture some of the hightlights from the sessions I attend.

If you didn’t come this year, I’m telling you that you will be sorry!