A Pressing Issue for Communicators
Quick . . . what is the biggest issue facing internal communicators today?
Slashed budgets? Corporate transparency? Employee engagement? That Shabonna/Oakley legislation, whatever the hell that is?
Nope . . . none of the above. If what I heard at the recent Corporate Communicators Conference is true, then one of the biggest issues facing communicators today is . . . . the lack of quality toilet paper in the workplace.
You think I'm kidding? Not once, not twice, but three times the subject came up at the conference, in three different sessions.
First, in my four-hour pre-conference session on Integrating Print and Online, the great and wonderful Steve N. and Monique, from Motorola, were talking about how they started this great new interactive tool where employees could communicate directly with a Motorola senior leader.
While the tool is a great success, Steve N. did admit that, 'With all the strategic questions, we still get complaints that the toilet paper is too rough, too.'
The next day during her kickoff keynote session, the even greater and more wonderful Laurie Meyer, vice president of communications at Walgreen, Inc., was talking about an interactive tool where employees can contact the CEO of Walgreen and ask him any question on their mind.
'And he sees all of the questions . . . even the complaints about the toilet paper,' Meyer told the crowd.
Then, later that day, at the luncheon keynote, Arunas Chesonis, the CEO of PAETEC, gave a stirring speech about the power of communication, and said he's willing to correspond directly with any employee via e-mail—'Even though sometimes, when they complain to me that there is only one roll of toilet paper in the stalls of the bathrooms, I want to scream at them that all you have to do is reach your hand under the first roll to get to the second roll!' he said.
So there you have it. A crisis that could be wiping out an organization's credibility with its employees. As communicators, I think we need to roll out strategies to deal with this perception—real or imagined—that there is not enough quality toilet paper in corporate America.
Because all the stock options in the world can't make up for low-quality toilet paper. Toilet paper is, after all, one of the things that separates us from the animal world.
Comments (14)
Ah yes, the famous TP issue. It is in fact a true story, although I believe it was Monique who mentioned it in the session. I could not possibly be that crass to discuss such delicate issues in public. I'd be positively flush with embarassment.
The real issue in your note is "even greater" and "more" wonderful Laurie? Lies and half truths!
On a slightly more serious note, I rather enjoyed the Wonkette's session. Pleasantly surprised - perhaps due to low expectations going in? The content was not particularly applicable to ECOM (I have serious reservations about the "corporate" blog - these "hallucinations" being an exception of course) but the session was enjoyable and informative overall.
Nothing on the bald fat guy on the first day of course.
SN
Posted by Steve N | June 13, 2005 12:46 PM
Posted on June 13, 2005 12:46
Hello jbr -- I've been trying to figure out your initials. I'm with moto. Steve N. gave me a heads up regarding your entry, since the forum in question is actually produced by my team. If you need more beyond what is in Steve C's article, shoot me an email. I clicked the "Email Me Replies" option.
Beyond this, TP is one of the more benign questions. Our business head has also been asked to make the guy in the next cube be more quiet, the cafeteria to improve their food selection, the facilities guys to put in higher wattage bulbs, and to publicly chastise unpopular individuals. One guy even wrote in to complain that someone had a daily habit of washing his feet in the office bathroom. The submitter didn't like using the same sink to brush his teeth (gotta wonder what's more disgusting -- someone's spit, or someone's feet).
Fortunately, there is also a lot of business and strategy related dialogue. Nonetheless, you can't beat this forum for entertainment value. :-)
Posted by Monique | June 14, 2005 11:23 AM
Posted on June 14, 2005 11:23
very bummed that i missed the conference this year, and the whole toilet paper topic- maybe next year they will have an entire session on this type of thing. I am not a fan of people brushing their teeth or washing their feet at work- do they not have running water at home?
Did you all get together and have a steve's blog people party in Vegas?
Posted by Cathy | June 14, 2005 12:31 PM
Posted on June 14, 2005 12:31
Hey, Valarie!
Can you e-mail me at steve@crescenzocommunications.com? I'd love to talk about this tool with you and possibly profile it for one of the Ragan pubs. Thanks!!
Steve
Posted by steve c. | June 15, 2005 10:13 AM
Posted on June 15, 2005 10:13
As per Valarie's note, we used to have something similar at a company I worked with several years ago. It was launched as part of our intranet and once people saw that it addressed tough issues, it really caught on. All the messages were coordinated by corporate communications (to ensure they were answered by senior management and didn't get lost in the shuffle) but there was very limited editing required. The turnaround time was usually 72 hours or less. Staff had questions and they got responses from people who knew the answers - how bad can that be?
Posted by Kelly | June 15, 2005 11:39 AM
Posted on June 15, 2005 11:39
DATE: 06/13/2005 11:40:6P PM
Steve N....I am a long lost "family member" from a former Moto tribe (remember SPS?)....what tool have you deployed? Is it a blog or some IT homegrown Compass solution? Please advise as I am trying desperately to birth blogs within this former Moto tribe. Thanks for your feedback.
Posted by jbr | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/13/2005 12:50:2P PM
Perhaps we need to start creating truly innovative print products that will not only educate and inform, but can also be used as toilet paper so we can reach a broader (and captive!) audience AND solve the employees'... uh, abrasion problems.
That is, if they're not using it as toilet paper already.
Posted by Valarie | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/13/2005 32:02:1P PM
jbr - technology-wise, its nothing new. Just a straightforward web submission form for the question, and static html replies posted weekly. The power of it is in the personality. All questions are "answered" by the business President. With our help of course, but he really does get involved in every single one, bless him. And the total number is in the thousands. Lots more to this, but our own Steve C is considering taking a closer look at the vehicle in the Ragan Report. If that doesnt work out, happy to provide the detail to you directly...
And I just now picked up on the "wiping out credibility" and "roll out strategies" in Steve's orginal note. I tip my hat to you sir.
SN
Posted by Steve N | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/13/2005 33:44:1P PM
These issues just never go away. I remember 25 years ago a co-worker in what was then the purchasing department (now called supply chain management) telling me the owner of the company had just called him up to his office and Jack, the owner, was holding up a roll of toilet paper. His gripe? The perforations weren't working. You couldn't get a good, clean separation. The pieces tore instead.
But why do I still remember this stuff? I'm going to see what Charles Pizzo wrote, now, as I see that Steve is recommending Charles' blog and Charles is a communications wizard.
Posted by Kevin | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/13/2005 38:75:8P PM
Valerie:
You are a genius . . . talk about a new way to justify the print publication! I can see the ads now: Read It, Use It, Flush It.
I was wondering if anyone would pick up on the "roll out" and "wipe out" references. Kevin, do indeed check out Charles' blog. He got some good stuff.
And look for a feature on the Moto piece in the next week's Ragan Report. If you don't get it, let me know and I'll try to sneak you a rogue copy.
Steve
Posted by Steve C. | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/14/2005 23:92:7P PM
Hey Monique, you or Steve can contact me at john.ridings@freescale.com
I would really like to hear more about the process your team is using. Not so much the mechanics of it, but more about getting senior leaders to commit to responding to thousands of inputs.
Ironically, I am not in the corp communication team, but have been "consulting" with them over the past 8 months on blogs for corp communication.
anyway, thanks for taking the time to provide additional info. looking forward to hearing from you.
thank goodness for blogs or I would have never come across you guys.
jbr
Posted by jbr | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/14/2005 49:01:0P PM
Regarding CEOs who are asked assinine questions by employees: At my company, we have a forum that seems to work well and that might be helpful to others. It's called Ask the Management, and anyone can ask a question (even anonymously, if they'd like), but the question is posted publicly. It usually takes a few days for mgmt to respond, but then their reply is also posted publicly. There are some dangers to this, but because it is a public forum, I think it helps weed out the genuine business questions from the "Why can't we get the hot chocolate WITH marshmallows?" questions.
Posted by Valarie | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/14/2005 81:91:3A PM
I'm not sure if there's a laserjet that will print on toilet paper quality paper...I fear that the rollers would tear it up!
Must figure out a way to make this work...
Posted by Rebecca, Julie's friend | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31
DATE: 06/15/2005 12:92:3P PM
Will do, Steve. You'll hear from me shortly.
Posted by Valarie | October 16, 2006 4:31 PM
Posted on October 16, 2006 16:31