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Have we turned a corner with CEO communications?

Is it my imagination, or are CEO columns—and maybe CEO communication in general—getting a whole hell of a lot better all of a sudden?

I’d like to think I’m right . . . but it may just be wishful thinking on my part.

See, when I started in this business 15 years ago, my main job, as an assistant editor at Ragan Report, was to go through employee publications. And the one thing most of them had in common was some kind of “Executive Letter,” or CEO column.

Actually, the one thing most of them had in common was a lousy “Executive Letter,” or CEO column.

They were all so similar, and so bad, that I thought there was a secret company out there that had cornered the market on writing CEO columns, and was secretly churning out generic columns for companies all over the world.

I imagined it working like this:

A communicator would call the company, and the conversation would go something like this:

Frazzled Communicator: Hi, I work for XYZ Corporation in Altoona, Pennsylvania. Our monthly publication, Vision, is about to go to press, and I still don’t have the CEO column written yet. He won’t return any of my calls, and his admin just called to tell me to stop bothering him. The same thing happened last month, but I was able to fill the space with a picture of the CEO handing over one of those big oversized checks to a local charity. But I don’t have any pictures like that this month. I’m screwed.

CEO Columns-R-Us: Well, we can certainly help. Do you have a topic in mind?

Frazzled Communicator: Uh . . . no. Not really.”

CEO Columns-R-Us: No problem. We’ve got a bunch of standards you can choose from. Let’s see here . . . have you written about Synergy lately?

Frazzled Communicator: Yes, we did that in January. And in March. And again in June. Synergy’s real big around here. We’ve also written about Empowerment and Global Competition recently, so those are out, too.

CEO Columns-R-Us: No problemo. We’ve got a whole list here. What about World Class Service?

Frazzled Communicator: Did it for the Holiday issue. We compared our service to that of Santa Clause, and talked about how the elves are Santa’s greatest assets, and without them, he couldn’t deliver on his global commitments to customers. We tied it into the Employee Opinion Survey.

CEO Columns-R-Us: Nice. Very nice. Let’s see . . . when was the last time you did a sports analogy? You know, a ‘there is no I in Team’ sort of thing that talks about how a chain is only as good as its weakest link? Maybe tie it into the Olympics?

Frazzled Communicator: Did it last August.

CEO Columns-R-Us: Okay. What about a ‘Customer is The Boss’ column?

Frazzled Communicator: Last July.

CEO Columns-R-Us: Okay, give me a minute. I’ve got to go into the older files. Hey! What about Diversity, with a capital D?

Frazzled Communicator: We haven’t done that one in almost two years!

CEO Columns-R-Us: Bingo! Let’s hit this son of a bitch again, then. You got a pen?

Frazzled Communicator: Yep. Fire away.

CEO Columns-R-Us: Okay, here’s your head: “ABC Corp. Values Diversity.”

Frazzled Communicator: I like it . . .but our company is XYZ, not ABC.

CEO Columns-R-Us: Whatever. Just get “Values Diversity” in there, okay? Now, for your lead, we’ve got several options. We can put you into a nice little melting pot metaphor for the standard price . . . but if you want to pay a little extra, we’ve got a whole new thing we’re doing. It’s a multiple metaphor lead that involves a fruit bowl, an orchestra, and a tossed salad. It costs a little more, but it’s really cutting-edge stuff.

Frazzled Communicator: I guess we should go whole hog, huh? Let’s do it! Give me the big boy.

CEO Columns-R-Us: Now you’re talking! And I’ll tell you what. With the multiple metaphor lead, I’m even going to throw in a free “Diversity is a business initiative that makes financial sense for this organization” nut graph, and a bonus quote from your CEO on how the more diverse your workforce is, the better equipped you’ll be to deal with the diverse marketplace. How does that sound?

Frazzled Communicator: Terrific! I’m so glad I called!

And so on. I imagined that this secret firm would provide you with everything you need for your CEO column—right down to the fake signature at the bottom. If your CEO wasn't very photogenic, or didn’t want his picture taken, CEO Columns-R-Us could even provide you with a mug-shot photo of a pudgy white guy in a suit with a serious look on his face, to put in the upper left-hand corner of the page.

But . . . not anymore. It may be my imagination, but I think CEO Columns-R-Us may be going out of business. I’m seeing more and more CEO columns—both in print and online—that are willing to deal with real issues. I’m seeing CEOs tackle bad news head-on. I’ve actually seen a couple of CEO blogs that are conversational—rather than “corporate”—in tone.

I’m seeing more and more CEOs willing to answer real questions from employees. I’m seeing CEO columns that work harder to tie the big picture down to individual employees.

In short, I’m seeing some damn good CEO communications lately. But I want to ask you: Are you experiencing the same thing?

See, I worry because so much of what I see is sent to me by communicators. And people tend to send stuff that they are proud of. So there’s a chance I may be only seeing the best of the best.

So let me put the question to you: Are YOUR CEO communications getting any better? Or are you still just churning out the corporate boilerplate? Are the old dinosaurs dying and being replaced by young guns who understand the power of communications?

If you’re doing something great, I’d love to see it. You can even e-mail me privately at steve@crescenzocommunications.com. Maybe if I get enough good samples, I can put together a little book and post it to the blog.

So let me know!

Comments (9)

ShariS:

I don't know what our CEO communications were like before I got here five years ago, but they have always been honest, easy-to-read and non-corporate during my tenure. Our CEO is a very conversational, straightforward guy, and our communications from him reflect that, both in print and online. He also welcomes questions on his intranet page and at town-hall meetings -- even the hard ones -- and will answer every one (sometimes with the help of Corporate Comms if the topic isn't one he's directly involved with). Surveys show employees are very satisfied with the communication between the top floor and the staff.

Steve C.:

See? This is what I'm talking about. CEOs like yours used to be fairly rare, I think, Shari. But these interactive sections on the intranet are really hitting home with employees.

Can I e-mail you privately (that sounds kind of chat roomish, doesn't it?) to talk about it?

I know I have your e-mail somewhere . . . I just have to find it.

Steve C.

My CEO's great that way, too. He's a pretty young guy for that position -- maybe it's a generational thing?

Steve C.:

Well, Meredith . . . that's what I think. I think the old dinosaurs are dying off, slowly, and the new Young Guns understand that it's better to share information than hoard it.

I could be wrong . . .but I'm seeing more and more of these younger executives who are willing to put more time into communications, and willing to be more open and candid with workers.

What kinds of things does your dude do? Online stuff? Face to face?

Steve C.

Steve C.:

HEY!!!

I know I have e-mailed both of you before (Shari S. and Meredith), but I can't find your e-mails anywhere.

Cindy made me clean out all my old e-mail files, because I had 11,000 messages. So now I only have about 2,000 messages . . . but I can't find anything I need.

Can you guys e-mail me??????? Please?

Steve C.

Colleen:

Our president is closer to 60 than 50 and when it comes to employee communication, he gets it. He has a plain-spoken, almost folksy, manner when he addresses employees face-to-face. We take that style, or his "voice," and use those word choices and phrasing in his written communications. His spoken words and written words match. So when employees read a letter from the President in one of our publications, they can "hear" him saying those things. This gives him, his message and the publication credibility.

And, getting access to him to prepare a column, letter or video, is never an issue. He's always ready to work with us and listen to our recommendations and suggestions on how best to communicate an issue to our employees.

I don't think the advance we've seen in officer-employee communications has anything to do with the age or generation of our officers. Rather, I think it reflects the time and energy that our communications team has put into demonstrating to our officers the value of strategic employee communications. As a result, all of our officers get it and seek our assistance and input in creating quality employee communications.

Where do you folks work? And are they hiring?

*sigh*

In our latest Employee Communications survey, about 1 in 5 comments used the phrase "open, honest communications" to tell us what the employees want. Do we give it to them? No. Everything we write is sanitized and modified, heavily sprinkled with corporate jargon, with Legal changing every 3rd word or just ommitting whole paragraphs because "we don't want to talk about that." So many stories have been written and even approved then killed at the last minute.

Hi,

Satyam BPO CEO Venkatesh Roddam is a terrific communicator and I have been working with him for over 30 months.

In hospitals, concierge services are becoming more and more available. A concierge in hospital will provide similar services to those of a concierge in a hotel, however rather than just serving a guest, they are serving patients and employees as well. This adds a huge benefit to the employees of hospitals who work long shifts, and helps to provide work-life balance.

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This page contains a single entry from the blog posted on January 24, 2006 8:18 AM .

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About Steve

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Through his work as a consultant, writer and seminar leader, Steve Crescenzo has helped thousands of communicators improve their print and electronic communication efforts.

He heads Crescenzo Communications, a full-service consulting firm specializing in employee communications. Recognized as one of the nation’s true experts in employee publications.

He has also taught seminars at IABC’s 2001, 2002, 2003, and 2004 International Conferences as well as at numerous IABC chapter and district events throughout America and Europe.

His recent consulting and in-house seminar clients include Lockheed Martin, Siemens, McDonalds, Boeing, Allstate, Alabama Gas Company, Intel, Ohio State University, and Philips Electronics.

E-mail Steve at steve@crescenzocomm.com. Besides, he never answers the phone.

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