Do You Hate Work Email?

Imagine that you're away from your desk at work for a while. You come back and immediately refresh your email. And you watch message after message populate your screen. Suddenly your stress level goes up.

So what's the problem with email? Would we be better off without it? Perhaps but it is a valuable tool and it's not going away anytime soon. Fire is also a tool but you wouldn't give it to someone if they didn't understand how to use it. That's the problem with a lot of organizations: They assume that people know how to effectively communicate through email. With that in mind, here are some suggestions for improving your messages:

Don't Over Write: Have you ever found yourself having to read a message over and over? I'm guessing it's because it wasn't clear. Put anyone in front of a keyboard and a simple request can become paragraphs. If you have to use email, keep your message simple and to the point. Confusion doesn't help your business.

No Tone: In email, it's not easy to tell the tone of a message. Imagine if your boss wrote, "Get it done." Is that an demand, a joke, or something in between? You can't tell and again, you have to spend time trying to figure out the meaning. Some like to put important things in bold or italics, but again, you're relying on people to understand your intention.

People Feel They Have to Respond: Ever see a simple request from the boss go out to staff and ever staff member feels they need to reply. Those replies are sent to everyone so everyone has to stop what they're doing to read it. Do you want your team spending their valuable time doing this?

Was That Important? How many times do you have to repeat something that you emailed a few days ago? There's just something about seeing a message on a screen that makes it hard for people to remember. Plus we get so many emails nowadays that it's easy to lose one in your inbox or you forget to get back to it later.

Let Go of the Mouse: Use email only for general things that you want people to know about, as if it was. an electronic bulletin board. This could include an announcement of quarterly earnings, the score from last night's softball game, and employee promotions. For action items, like a new dress code, sales strategy, or news of a visit from the corporate office, resort to good old-fashioned person-to-person verbal communication. This can be done at a staff meeting or having the information communicated down by supervisors. If you must, then you can send out an email that outlines the action item. You may think this will take a lot of time but in the end you'll save time by eliminating misunderstandings.

Can Ten Be Better Than Five?

The Academy of Motion Pictures and Sciences has announced that next year's Oscars will feature 10 nominated films for Best Picture. For more than 60 years, five movies have battled it out for the top honor. For more on the announcement, follow this link.

In some ways the move makes sense as it could give a foreign or animated film a chance to compete for the honor. In the past, many of those have been squeezed out of contention. The change also gives studios more films they can promote as being nominated for the top prize.

I think the downside could be how the extra nominees could affect the running time of the awards show. There are always complaints about the long show (no such thing as a fast musical number or tributes to the recently deceased) and every year it seems the Academy tries to do something new to shorten it. I can't imagine how introducing ten films could take less time than five. I'm sure the company that employees people to sit in the seats of those who are going to the bathroom are thrilled with the announcement.

Perhaps the challenge of a longer show could be solved by limiting Oscar winners to Twitter length acceptance speeches. Of course then the walk to the podium would likely be shorter than the actual speech!

The announcement may also fast track the production of my long discussed Mafia vs. Aliens motion picture.

Police Action

I recently had to have my fingerprints taken by law enforcement as part of a background check. I was told of several area police stations where I could have this done. I went to one that's close to where I live. It's in a small community.

When I arrived I was told that the department could normally take my prints but could not do it this week due to remodeling in the area where procedure happens. For a moment I was tempted to ask what would happen this week if a suspected criminal was brought in? I imagine he or she might receive some immediate service.

I was also tempted to enquire if there was some minor infraction I could commit so I could receive some red carpet treatment and have the prints taken right away. But since the purpose of the fingerprinting is to show that I don't have a criminal record, I decided it would be easier to go to another police department rather than start life of crime.

The situation got me to thinking about how often we give the best service to our worst customers. While they may not have broken any laws, it can be easy to spend the most time with the people who complain the most or the loudest. This should be a concern if it takes away from serving your good customers (or law abiding citizens). In the case of law enforcement, it's probably a good thing for them to be focused on, "the bad guys." But for your business that kind of service could be a crime against profitability.

Let's Talk About Public Speaking...

I'm often asked for tips about public speaking. Obviously it's always good to practice your speech as much as possible so you're really comfortable with your topic. But sometimes we become so focused on the material that we forget to address our mindset.

Think about it: Isn't it easier to do anything when you're feeling good and positive? And something you dread doing seems to last forever.

What I see happen is a well prepared person (in terms of material) has a really tough time presenting because he or she is in a very negative state of mind. Before long our flight or fight response goes off and we react to an audience the same way our ancestors would to a charging bear.

Fortunately, it's unlikely you'll ever give a speech to a room full of bears. But you may still have an intense physical and mental reaction to your presentation.

So why not create a pre-speaking routine that puts you in a good frame of mind. Actors do it, as do athletes. To give you some help with this process, I've created this short presentation:

(If you can't see the presentation, go to: http://bcn.brainshark.com/title.aspx?pid=505012062 )

Most of all a pre-speech routine can give you a sense of control over a potentially challenging situation.

Cronkite Visit Remembered

I've heard the reports of Walter Cronkite's fading health and that took me on a trip down memory lane. As a senior in college I had a chance to meet him, when he visited one of my broadcasting classes (note the groovy shirt I'm wearing in the photo). At Arizona State University, the Journalism School is named after Cronkite. Every year, he would make an annual visit to the school and interact with students.

The first thing I noticed was that he wasn't as tall as I imagined. I'd put him at about 5'9". It's funny how you tend to think that people who are on TV are taller than they are. He also had very rosy cheeks. Cronkite was a great storyteller and entertained us with lots of tales from his journalism career. I'm sure he had told these stories many times but the material seemed fresh, a skill I strive for as a professional speaker.

When asked about the state of journalism (in the early 1990s), he seemed very impressed by the technological advances that made it possible to have worldwide coverage. He didn't say anything negative about CBS News although years later he wrote how he was upset that he wasn't used more as a senior correspondent. But on that day, there was no bashing of CBS or the competition.

As a viewer, I have some memories of him anchoring the news, although I was pretty young. I can appreciate the contributions he made to our knowledge of our world at a time when information was much harder to come by. His was a comforting presence in a changing world.

This Food Stinks...

Do you find yourself doing the same things every day, even though you may be experiencing diminished returns? In this clip from my presentation, "Stop Crying In Your Cubicle," I talk about this common problem that many face at home and work. The clip is audio taken from the talk. The hand drawn animation slides are all my own (Pixar can sleep soundly at night).



(If you can't see the video, go to: http://tinyurl.com/ksktsd )

My title, "Stop Crying In Your Cubicle," comes from a recent survey that found that roughly 1 our of 4 workers are so stressed out at work, that they routinely cry on the job. There's a better way....

The Stuff We Like...

Advertisers know there are certain behaviors or beliefs that are universal. If you can tap into them, you can gain a customer's loyalty because you seem to be speaking directly to their needs. With that in mind, for fun, here are some universal truths that I've come up with:

People are much more likely to tell you that they're tired than well rested.

Everyone seems to want someone else's hair. We never seem to like our own.

After standing in a line, people feel the need to move away quickly.

Anyone who is paying with a check at a register, won't start to write it until the last possible moment.

If you're late, it's for a reason. If someone else is late, they're wasting your time.

Color plays a big role in a supermarket. Generally speaking, healthy products are green, pizza boxes are red, and potato chip bags are yellow. Would it feel weird to buy that stuff if the colors were switched?

I'm sure I've left out a bunch of other behaviors but my goal here is to get you to think about some of the norms you follow that are targeted by advertisers. Feel free to send me any other observations that come to mind.

Shaded Advice

Sometimes it's great to get unsolicited feedback and/or criticism. An outside pair of eyes can be very helpful in assessing your strengths and weaknesses, especially when it comes to customer service. But problems can arise when advice is accepted from a source that isn't very good. Let me illustrate this point with a true story:

Jack is the house manager at a theater. Much of his time is spent dealing with customers who are never shy about sharing their opinions. One day at intermission, an obviously upset woman approached him.

"The theater is too dark," she declared with venom. "I can't see anything. I know you like these artsy performances but you're putting on a show in the dark."

Jack looked at the woman and paused before saying, "Ma'am, do you know that you're wearing sunglasses."

The woman stared at Jack for a moment and then turned and walked away without a word.

It's easy to give advice and feedback. That doesn't mean that you should accept it from all sources. It's too easy to let bad advice impact you negatively.

Don’t Treat Your Customers Like Gym Members

Imagine that you go to look at a gym. You’re taken around by staff, shown all of the great features, and are made to feel special. They you sign up and before long you notice that something has changed in the relationship. You’re surprised to realize that once you sign on the dotted line, the gym doesn’t care about you.

While this isn’t true for all fitness facilities, most are based on a business model that’s all about getting new customers. They want to sign you up, get any initiation fee, and take your dues every month. The gym would love it if you stopped coming but kept paying your membership.

You’re never asked for your opinion or suggestions for the facility. As a loyal customer, you never receive any special treatment. Management doesn’t care if equipment gets worn down or the locker rooms aren’t as clean as they used to be. They’re happy to take your money every month and they’re betting that you won’t leave. Why do you stay? Because getting out of your contract is a complicated process, you still want to make good on your fitness commitment, and there’s no other gyms nearby.

That is until a new gym opens in town. Then you start to see a mass exodus to the new place. Suddenly you may see the old gym get a bit of a facelift with things like balloons. New membership offers will be promoted as a way to pull in more more members. But as a current member, you’re not getting anything new or better out of the situation. So why should you stay?

A lot of businesses treat their customers like gym members. Don’t forget the people who helped make your business what it is and instead only focus on getting new customers. People will stay loyal to a place that they feel cares about them. But if you take them for granted, they’ll run to the next new thing in town.

When was the last time you reached out to a longtime customer and told them that they are appreciated? Do you ever go to them for advice or guidance? Do you communicate with them about exciting products and services that are coming in the future or is your only contact with them, a monthly bill?

In this economy, relationships matter more than ever. If you treat your customers like a dumbbell, then don’t be surprised if they drop you.

Change At Hand...

A lot of people talk about making positive changes in their personal or professional lives but things never get beyond the, "wishing," stage. In some cases the problem is that you've become too comfortable with the status quo. Perhaps your "change muscles" have gotten a bit flabby.

In this case it's good to try to stretch your ability to change in a small way before you take on a big challenge. This could be as simple as getting out of bed on the opposite side (provided it doesn't disrupt anyone who might be sleeping next to you), taking the stairs instead of the elevator, or going to bed 15 minutes earlier (do you know anyone who says they aren't tired). The goal is to introduce a new behavior and stick with it for a month. Many studies have found that it takes 30 days for something to be become a habit.

For me, a small change came courtesy of a pinched nerve in my right arm. This was one of those nagging injuries that takes a long time to heal. It was very painful for me to use my right hand for things like using a computer mouse. Since I have to use a computer a lot, I was miserable.

Then one day I realized something very important: I have two hands. Why not use my left hand to control the mouse. Sounds easy but it's a challenge when you're right handed. Even though I positioned the mouse near my left hand, at first I would reach across my body with my right hand to use it. While it took some getting used to, over time, my brain made the adjustment. Today my nerves are fully healed and I can use a mouse easily with both hands but mainly use my left one.

By successfully making a small change in my life, I feel more prepared for changes in the workplace or at home. Let's face it, workplace stress is usually tied to some kind of unexpected change. Sure, there will still be moments when you fear the unknown but you'll have the confidence in your ability to try and succeed at new things.

The Best Advice You Forgot....

At some point, asking for advice has become seen as a sign of weakness. How many times have we needed directions, instructions on a process, or physical assistance but have stayed silent?

The funny thing is that unless you're asking for money, most people will usually give you assistance without a second thought. For a funny story about the consequences of not asking for help, while driving, take a look at this video clip.


(If you can't see the clip, click here: )

This was a fun example of improper communication and I still laugh, thinking about how that turn signal received so little use. I mean, it must still be, "factory fresh."

Not also asking people for help also denies them the chance to play the role of a hero. Everyone likes to be the hero every once in a while as it's cool to know that our skills and expertise are in demand.

At a time when workplace stress is growing, are you asking for help when you need it? In other words, are you refusing to address a problem? Is that a smart decision in this economy?

10 Days Until the End of TV?

Remember back in February when the big switch to a digital TV signal was delayed? At the time we were told that the nation was not prepared for the switch. The potential crisis was painted with broad strokes. Beyond being unable to watch Desperate Housewives, countless household would be unable to receive emergency bulletins (that is of course if you forget the invention of the radio).

Now we're fast approaching June 10, the new day for the signal switch. Is America more prepared for the change? I have no idea. Apparently more people have received coupons that help pay for the cost of a digital signal converter. But apparently digital TV signals don't travel as far as analog ones. So some may be surprised when their reception isn't as clear in a few weeks. Either way, I have a feeling that our nation will weather the coming storm.

The change, like many, is a matter of perception. Some will see the change as a sign of the end of the world. Others may treat it as a message that they should cut back on their television viewership. But it is a change that we can't avoid and in most of these cases, it's not worth worrying about it too much. Something tells me we'll all be fine.