Archive for July 30th, 2007

Non-profits and foundations discover the power of saying “I’m sorry.”

July 30, 2007

Are there two more powerful words in the world? “I’m sorry.” When these words are said with sincerity and the sincerity is proven by action, these words can change everything. They are an essential part of the new world of authenticity and transparency. The truth is people screw up and make mistakes. Our litigious society has made it very very dangerous to admit to making mistakes and accept responsibility. But something else is going on as well. People are realizing that credibility in these days is based on full disclosure, complete honesty and the full acceptance of responsibility.

This story from the New York Times about foundations admitting the failure of grants is a great example the growing trend toward painful honesty, and the value of participating in it. Here’s the concluding sentence: “Foundations are supposed to take risks,” Mr. Brest said. “Sure, it’s better to tell your success stories, but there’s no harm in sharing our failures, too. The only thing at stake is our egos.”

Unfortunately, this comment shows that while the trend is good, there is a lack of understanding of why it is so important. Mr. Brest says there is no harm in sharing our failures. Actually, there is. Failures are still failures. The only reason to show them is because the harm in not showing them comes from the sense of covering up what should be made visible. Don’t kid yourself. Talking about your mistakes doesn’t change the fact that they are mistake. Doing so doesn’t necessarily make you look good. It just keeps you from looking a whole lot worse if that mistake is discovered and made visible by others because then you can be charged with cover-up, with dishonesty, with not being trust worthy. The real mistake Mr. Brest makes here, however, is in the last sentence. No, Mr. Brest, the only thing at stake is not your egos. It is your credibility. And if you lose that, you can just lose the whole enterprise. That is the point.

Great ideas about public sector communication from New Zealand

July 30, 2007

Chuck Wolf of Media Consultants in Houston shared with me this blog post about public sector blogging from New Zealand.

It not only gives some great basic advice about blogging, RSS feeds, linking etc., it also makes an interesting suggestion about using blogs as a crisis dark site. In other words, pre-populate a blog with information you would need in a crisis and then make it public when you need it. It’s a great suggestion and shows the growing awareness of the need for preparing in advance with appropriate web technology if you are going to be able to respond quickly enough when it hits the fan.

I also found interesting other content on this blog including the 10 Principles for public sector social media. In the world of the internet and how it is changing public information, things seem to happen slowly at the speed of light. But, more and more communicators and elected officials in public agencies are waking up to the new world of communication that requires speed, direct access, interactivity and unprecedented levels of authenticity and transparency.