On Sunday (July 25) MPI (Meeting Professionals International) WEC Attendees were treated to an amazing presentation by John Furlong, CEO of the Vancouver Organizing Committee, 2010 Olympic and Paralympic Winter Games.  I  watched the archived recorded version of this Opening General Session, as there were technical challenges with the live-streamed version.

Mr Furlong’s speech was delivered with as much conviction as any I have ever witnessed, and more than most.  After viewing screenshots of the audience I am convinced this extraordinary individual captured the undivided attention of MPI’s entire audience.  His vivid portrayal of the challenging planning events leading to this historically, successful Winter Olympics, was both heartwarming and inspirational.

It’s clear, from Furlong’s presentation, that VANOC (Vancouver Organizing Committee) experienced many pain points along the way, in their quest to deliver what may be historically referred to as the “best Winter Olympic Games ever.”  Among the most significant of the challenges:

• The accidental death of a luge athlete on Day 1 of the games — a setback of enormous proportions, requiring the entire Olympics staff to regroup and re-focus on the event.
• “100-year weather conditions” – necessitating that Olympics staff drive trucks for 100KM to load snow onto trucks, and then carry it back to the games site.  Men and Women slept on the mountain, day after day, to make this happen.

Through extraordinary adversity the people of Canada unified themselves, with courage and determination, to bring this event successfully across the finish line.  In my estimation there is no question they accomplished that.  What do you think?

“Our goal was not to have people turn on their television sets and view extraordinary images and watch athletes win gold, silver and bronze medals, but to touch the very soul of our country… To take the Olympic spirit and walk it through the front door of every home … To have it spoken about at the kitchen table … To touch every life so that at the end every Canadian could say these Olympic games were the one thing we did as a country that we all have in common with each other.” – John Furlong, CEO, Vancouver Organizing Committee, 2010 Olympic and Paralympic Winter Games

Canada Has a Compelling Vision

So what are the learning lessons from this experience?  The answer is not complicated, in fact it’s pretty simple.  The Canadians had a compelling vision… they believed profoundly in what they were doing.  They were determined to go flat out, with a spirit of relentlessness, every single day, because they saw a higher purpose to their mission.

Olympics Volunteer

Anchoring that vision was a very important set of unifying values, developed by the Olympics Leadership team, early in the planning process.  Every blue jacket (volunteer) working on the Olympics project embraced this code, with pride.  It became the moral compass by which they navigated through challenges.

5 Unifying Values

Teamwork – Put a champion in every role … talented people that like to work with others, in teams.  These people refuse to quit and will do what they must do to get the job done.  The success of the games depends on  it.

Culture of Trust – Must make people  feel they are trusted.  They must also be trustworthy.  The goal is to instill a spirit of believing in one another across the organization.

Excellence – Strive to raise the bar, settle for nothing less than perfection in every aspect of the project.

Creative – Looking back what will have been the magic, the innovations, the new things that leave a gasping legacy.  The goal is to generate a sense of awe in everyone experiencing the games.

Sustainability – Do the right thing every time, no matter what, whether standing in front of a camera or behind it.  The calling, whether it’s the environment, new jobs, youth, or sport is to leave a very positive human legacy behind.

“To the men and women in the blue jackets, you are the undisputed heroes of these Games. The class of 2010.” — John Furlong, Olympic Closing Ceremony Speech (February 28, 2010)

Do you see how the strategy used for executing this amazing event could be applied to your organization’s events? What would be your compelling vision? What values would make up your moral compass? Interesting questions indeed … would love to see your thoughts!

This morning I am getting fired up to attend the MPI WEC 2010 Conference, in Vancouver, BC.  I’m already dressed, had my coffee and breakfast, and I’m hanging … um … in the MPI Networking Lounge.  So, if you are an MPI attendee, you may be wondering where that is?  Funny, it’s not listed in the program guide??  <Grins> … That’s cuz I am standing in MPI’s cleverly-created Virtual world.

Hanging out at the MPI Networking Lounge

You see, I am attending as an Avatar.  MPI has created a Virtual Conference Center by which remote attendees can network with one another, and participate in WEC General Sessions.  This is just one of many experiments by the MPI team to extend the technology reach and functionality of their conferences.  I am pretty excited about it.

If you are familiar with Second Life, the most well known and successful virtual world out there, the look and feel of this virtual facility is very similar, yet more simplified.  Many people who have tried out Second Life become intimidated by it’s complexity.  Conversely, this virtual world is very user friendly.

MPI workshop area

The creators are Fusion Productions, the folks that are bringing MPI attendees the General Session stage-set and audio visual support.

So here is a recap of what is being offered:

• (3) Three Virtual areas including Networking Lounge, Conference Room and Workshop area.
• Choice of (10) Avitar styles/looks
• (8) Eight Gestures and (8) mood choices
• Voice enabled (requires headset and microphone)
• Separate window within virtual platform for webcast viewing with Twitter Feed
• Typed Chat interface
• Media window showing slides and other media used during sessions.

As you may be aware MPI is offering a live video webcast of their (2) two General Sessions, first on Sunday from 10am to 11:30am and then again on Tuesday, from 8:30am to 10:00am, both PDT.  For more information on the sessions please visit the MPI WEC website.  The Virtual Conference center is open throughout the conference.  There is no charge for it’s use and it is really very easy to set yourself up with an avitar.  Click here to get started.

MPI Conference Room

I hope to see you at the MPI Virtual conference center over the next few days!  Check it out, it will be worth your time. And… don’t forget to share your opinions via the comments section of this blog.

Most business people passionate about Social Media are trying to figure out how to help lead their organizations into this realm.   I am one of those people.  How bout you?  I have discovered, over the past several months,  this process is easier said than done.

For me, and perhaps you, the picture is crystal clear.  Our world has changed… markedly.  The great recession did that.  The emergence of Web 2.0 technology certainly was a major factor.  Most importantly we, as consumers and business people, have changed the way we think about interacting with one another.

Customers are clear about their expectations.  They want social business partners that are tech-savvy, collaborative, strategic, and open communicators.  And… the conversation takes place on the Social Web.

A social business is an organization designed consciously around sociality and social tools, as a response to a changed world and the emergence of the social web.  –Wikipedia

In order for a company to effectively transition to a social culture, there must be C-Level executive buy-in.   In many cases that is not happening.  Without top leadership support, it is nearly impossible to deploy an effective social business strategy across an entire enterprise.  Instead it shows up in pockets led by “maverick” or “rogue” social enthusiasts.  Confusion regarding management expectations may eventually lead to abandonment, or  non-interest, in the strategy altogether.

Board Room Vs. The Trenches

It’s fair to say that what happens in a board room is distinctly different than what the rest of us experience in the trenches.  Think about it… upper executives are charged with the responsibility of catering to Boards, Holding companies, and Stockholders.  Their priorities are different than ours.  Even, with the “New Normal” of doing business that hasn’t changed.

Middle Managers, on the other hand, already at least embrace the basics of a business 2.0 culture.  They understand the importance of it, as they stand alongside their team members, interacting with customers every single day.

So what’s the solution?  How do we get everyone on to the same page?  How do we align the demands of owners, stockholders and holding companies with customer expectations.  I have some thoughts on this.

A Social Seat at the Table

What better way to resolve the “disconnect” than to create a C-Level position that will focus on leading a company into the social realm.   Recently I met a guy, Scott Koslosky,  who by all accounts would qualify for a position of this nature.  Interestingly Scott, a former CEO of three start-up companies is no stranger to the boardroom. He is also a social technology guru and frequently speaks at events on the subject.

“Interesting that some of the larger brands are starting to interview for the position of Chief Social Officer. I would love that job!” –Scott Koslosky, Twitter, July 23, 2010

That’s pretty interesting!  In fact, I think it would be pivotal, in most businesses, to establish a position of this nature.  Having a C-Level Executive in place who not only speaks the language of the boardroom, but is savvy and passionate about social business, might just be the medicine needed to propel an effective social business strategy forward, for most organizations.

What do you think?  How is your organization’s social business strategy evolving?  Or is it?  Look forward to hearing from you.

Many events industry folks, this weekend, are headed to Vancouver, BC for the MPI (Meeting Professionals International) 2010 World Education Congress (WEC).  As with last year’s event, I will unfortunately not be there.

However, I am attending WEC 2010 digitally , at MPI’s invitation, via an experimental virtual world interface, created by Fusion productions.  I will write more about this experience post-event.  I am intrigued by the concept of linking a virtual world to an industry event, and look forward to participating in this alternative Hybrid adventure.

MPI is clearly determined to integrate a variety of social media programs, into their events.  As with anything new, there is always a learning curve, and mistakes are made along the way.  What I respect is MPI’s willingness to experiment, acknowledging the attendant risk.

Social Media Guru (SMG) Program

Speaking of new things MPI implemented a “Social Media Guru program” for this years WEC.  The core idea was to select a group of (5) “elite” social technology users to provide real-time new media coverage for the event.  In my opinion this is a great concept!

“Kristen Kouk and I developed this program as a first step towards validating the impact that key social media players have in driving coverage and conversation about live events. By establishing this benchmark we will have future proof to treat legitimate social media bloggers and writers equally to the traditional press. But in business, if you don’t have the case study or statistics to back up your claim, you don’t have a strong position at the table.” –Theresa Davis, Director of Strategic Communications, MPI

People interested in participating in this program were required to complete an application.  (click here to preview the actual application)  In considering potential candidates for the Guru program, MPI looked for Social Media users with the following traits:

• Regular blog postings with strong following
• High follower ratio on Twitter
• Advanced knowledge of industry
• History of fair and balanced coverage including trends and topics

SMG Benefits

In exchange for their efforts the selected Social Media Gurus are  receiving the following, for WEC:

• Discounted registration fee
• Preferential seating for general sessions and knowledge sessions
• Onsite press office access and complimentary wireless internet access during event
• Select press invitations (not sure what this means exactly)

“Fair &  Balanced” Coverage — What is that?

MPI was very clear, within their communications, that they expect the Gurus to be “Fair and balanced” in their media coverage.  What does that mean exactly? How does a journalist, who is typically full of strong opinions and thoughts not express them?  Opinions, by their very nature are biased, not balanced.  Confusing…

Jeff Hurt published a blog article yesterday that voiced this same concern.  While his message was somewhat on the “edgy” side, his points of concern were valid.  Jeff and I both agree there is a trust issue at play here.  Many organizations, not just MPI, are a little apprehensive about turning people loose to “tell it like it is” for fear that some irreparable, damaging statement will be made.

Reality is these types of concerns are ill-founded, as Social Networks are self-policing.  Users that post inflammatory, or destructive remarks are usually not taken seriously by other users, and oftentimes ignored.  In fact, a reporter using this type of messaging will usually lose followers, lots of them.

Some of the SMG’s selected for this program have also expressed some concerns about their role.  Vanessa LaClair is one of them.  Vanessa wrote an article series for Engage 365 enttitled “Being an MPI Social Media Guru Isn’t Without Its Challenges.” You should check it out!

“Where do we draw the line between following MPI’s lead and voicing our own opinions of the days’ activities? As paying participants of this congress, we cannot compromise our independence. And although we are all HUGE supporters of MPI, will it be okay to report on all aspects of the conference, even if the feedback is negative?”– Vanessa LaClair, MPI 2010 WEC Social Media Guru

So, my recommendation, for the future, to MPI, or any organization choosing to implement an SMG program, is to select people, based upon their reputation and credibility, as writers, and then trust them to express themselves openly and with integrity, as journalists should.

Congratulations to both Theresa Davis, and Kristin Kouk, of MPI, for doing what they can to be Social Media leaders for MPI.  It is by no means an easy street, as the social media world is really a vast learning lab.

Question:  What are your thoughts regarding the SMG program?  Do you think it was a good idea?  Do you see something like it fitting into your organization’s events?  What would you do differently?  Do Tell.

As you may know I have published several articles discussing Hybrid events.  For those of you new to the conversation a hybrid event is one in which virtual, or remote attendees interact with face to face attendees, utilizing some form of social technology.

Most often, in the hybrid meeting scenario, remote attendees watch a live video webcast of a keynote address, or an education session, in some sort of convention, or conference setting.  To further engage the audience event organizers usually provide a back channel for conversation, in an application such as Twitter.  Over the past 18 months or so, many organizations have been introducing hybrid elements into their meetings and conferences.

A New Breed of Hybrid Events

I’m one of those guys that gets really “amped” when I encounter something new, and innovative.  This week, thanks to a company called The Expo Group (TEG) I had the distinct pleasure of attending a new breed of Hybrid Events, at the TS² Show (Total Solutions Marketing), in Boston, MA.  What distinguished this one from others, , was it’s location in the middle of a trade-show environment, in an exhibit booth, rather than a meeting room.  How cool is that?

Tagged as the “InZone Lounge and Networking Center” this area was designed, by TEG, to create a fun, innovative space on the show floor where all TS² on-site and virtual attendees could gather and interact with exhibitors, sponsors, speakers and press.  Their featured event, called  “Continuing the Conversation” was a series of 15 minute “talk show” style interviews with Social Media Thought Leaders, over a two-day period. (July 14 & 15)

A Hybrid Home Run!

I watched all but one of the interview segments on Wednesday, July 14.  Unfortunately I was not able to participate on Thursday, due to other business commitments.  In my opinion TEG hit a trade-show “home-run” with this event.  It was flawlessly executed.  I believe the following contributed to their success:

Great Vendor Partners — At every level the quality of this event was first class.  As an attendee, I enjoyed every moment of this experience.  TEG clearly selected the right vendors for the job.

Interviews were sharp, crisp, energetic, engaging and personable — Emilie Barta, as the event host/anchor, was outstanding.  If you have not met this gifted events business professional, or seen her work, you need to!

Emilie is one of those people (unlike me) that makes the camera look good.  Her video presence lights up a room, and she knows just how to capture and keep a viewer’s attention, whether virtual or face2face..  Equally important, Emilie also makes interviewees feel at ease.  Thus the total experience flows smoothly.

Great Webcast Platform — Over the past year I have often been frustrated with certain aspects of many other webcasts I’ve seen.  Digitell, the webcast provider for this event, really has one of the best webcast platforms I’ve seen.  The video window is fully functional, and I especially liked the chat portal.

Since No slide decks were utilized I can not vouch for that piece, but I am guessing Digitell does a nice job with that component, when needed, as well.  My only criticism was that, in the Twitter window, I was not able to post tweets.  I still had to access an outside Twitter client to do that.

Great audio/video quality and coverage — pretty much “high definition” quality audio/video for these webcast events made them a pleasure to watch/hear.  The Camera technician was “on the spot” with following the coverage of the interviews, including audience participation.

For more information regarding the content presented at the “Continuing the Conversation” event I would recommend reading Midori Connolly’s blog post.  Midori, the owner and chief AV girl, for Pulse Staging & Events, was one of the thought leaders interviewed by Emilie at the “InZone.”

Question:  What types of Hybrid events are you coming across in your event travels?  What do you believe works well?  What do you think of the scenario recapped in this article?

On Tuesday, July 13, 2010 I presented a session at ORGPRO (Michigan Society of Association Executives) entitled Twitter 101.  I have been doing a lot of speaking this year, but this was my first opportunity to teach the basics of Twitter to a group of Event Professionals.

We had a really terrific group of about 40 participants, including a guest appearance by Technology Guru Corbin Ball.  There was a lot of interactivity and questions. (that is a good thing!)  I promised to post my presentation today for folks to view and download.  So, here is the slideshare version for your immediate viewing.  In addition if you would like a printed version click here for a pdf file.

It seems like a lifetime ago that I was in Junior High School (aka “Middle School”)  One of my fondest memories is of my English teacher, Mr. William (Bill) Boyd.  This guy was nothing short of awesome.

I liked Mr. Boyd instantly.  Every single kid in my class felt the same way.  He was  patient (tolerant of our early teen foolishness), humorous (playful dry wit), caring (his actions showed that), and passionate about people, the English language, literature, poetry, and the written word.  Most importantly, he was committed to impacting every one of his students in some positive way.

For most of us Language arts was one of the most boring subjects of all (especially grammar).  Yet, somehow Mr. Boyd made learning an adventure.  He captured our complete attention, by making his class stimulating, entertaining, humorous, and relevant.

So why is most adult learning delivered in such uninteresting ways?  Why do educators choose to spew their thoughts at us in an information dump, from behind a podium, or a head table?  Do presenters just like to hear themselves talk?  Have we, as consumers of that content, become lazy or complacent about our learning?  Or, are we just following education tradition, engaging in “good ole fashion learning?”  Sadly, there may not be much learning occurring at all.

“Designers of educational tools must be artistic in their creation of brain-friendly environments. Instructors need to realize that the best way to learn is not through lecture, but by participation in realistic environments that let learners try new things safely.”
– Funderstanding

From the research I have done on this issue I’ve learned most typical education models for conferences are not aligned with brain science.  Most professionals schooled in adult learning practices are saying Educators need to shift their thinking, and lesson plans, to a more brain-friendly learning environment.

One such individual, Dr. John Medina, wrote a very interesting book discussing the relationship of the human brain to the learning process.  In “Brain Rules: 12 Principles for Surviving and Thriving at Work, Home and School.” Dr. Medina outlines 12 things that are known about how the brain works.  He calls them “Brain rules.”  For this article I’m going to focus on “Rule 4:  We don’t pay attention to boring things.”

EDD (Education Delivery Disorder)

Medina contends studies show before the first quarter hour is over, in a typical presentation, people usually have checked out.  He says “if keeping someone’s interest in a lecture were a business, it would have an 80 percent failure rate.”

In the meetings business there is an epidemic of Education Delivery Disorder.  Here are two significant reasons why this problem exists:

Information Overload — Instructors “overfeed” their students with too much information, without giving them time to process, or “digest” the material.  They literally become a human version of “foie de Gras.”  A sixty minute lecture, with no breaks, and no interaction is a classic example of “overfeed.”

Context is Key — Contrary to popular belief the brain is not capable of multitasking.  If a speaker introduces a concept, without providing context to the rest of the presentation, the audience is forced to simultaneously listen to the presentation and define how it fits in to the rest of the discussion. This is the equivalent of trying to drive while talking on a cell phone.

Creating Brain-Friendly Meetings

Here are three steps from Dr. Medina, on how to structure your presentations to increase student engagement and learning retention:

Step One:  The 10 Minute Rule — Divide your presentation into 10 minute segments.  Each of these intervals should address a single core concept.  Spend the first minute explaining the “gist” or high level overview, of the concept, with the remaining 9 minutes focusing on its details.

Step Two:  The Brain Needs a Break — At the end of each segment, some sort of stimuli must be introduced to arouse the brain.  (Called emotionally competent stimuli, or ECS)  More simply you can refer to it as a “hook.”  The hook must trigger an emotion, have relevance to the topic, and must be placed between modules.  Storytelling is a great example of an effective hook.  Another alternative is to introduce a brief collaborative exercise.

Step Three:  Repetition is Key — It’s very important for the instructor to explain the presentation plan at the beginning of the class, with numerous repetitions of “where we are” throughout the event.  This will present the audience from trying to multitask.

Incorporating these three steps into your educational routine will generate a noticeable increase in attendee learning, and satisfaction with their event experience.  I would highly recommend Dr. Medina’s book, as it is fully of terrific insights into how the brain is wired for learning.

Question:  What are you doing to get your attendees more engaged in your conference education sessions?  What hooks are you using to keep them stimulated and receptive to learning?  Please share.

There’s nothing quite like arriving at a hotel, for your dream vacation, and then the dreaded scenario occurs… you are told by the front desk attendant the hotel is “sold out” and there is no room available for you. You ask yourself (and the hotel) how could this be, I have a confirmed reservation?  All you get is an apology and a shrug, with a promise by the hotel to help you find an alternative place to stay.

Has this ever happened to you?  Its not a whole lot of fun, and can actually be quite stressful, especially after a tough day of travel.  For event professionals, who depend on hotel service to make their customers (conference attendees) feel welcome, at a conference, this is a nightmare come true!

Leigh Murdock wrote a blog post last week on CVENT’s blog, which did a solid job of describing what a hotel “walk” is.  In short, when a hotel overbooks their rooms ( similar to airlines overselling seats on a flight) they do so in anticipation of some cancellations and no shows.  Sometimes, this results in a situation where a hotel will have to relocate a confirmed guest(s) elsewhere.  This is called a “walk.”

In the context of a conference it is crucially important for organizations to address this issue head-on during the contracting phase of the event. To not do so, leaves your attendees in a vulnerable position, as it will then be up to the hotel to decide how to handle the situation, should a “walk” occur.

Protect Your Attendees With A “Walk Clause”

At my company, Experient, I am responsible for overseeing the contracting process for many of my clients, and I always recommend inclusion of a “Dishonored Reservation” clause in their hotel contracts.  I believe the five (5) following issues should be addressed in this important contract codicil.

Issue #1:  Complimentary Alternative Accommodations — For each night the hotel is not able to provide a room to a group attendee holding an accepted and/or confirmed reservation, they must provide a complimentary comparable hotel room elsewhere.

Issue #2:  Complimentary Transportation — Hotel should also provide free transportation to/from the alternative hotel.

Issue #3:  Complimentary Phone Calls — Affected guest should be entitled to two (2) complimentary five minute phone calls.

Issue #4:  Upgraded Room and Apology Note — Upon return, hotel should provide a note of apology to the guest and should place them in an upgraded accommodation.

Issue #5:  Group Credited for Pickup & Revenue — The Hotel should credit the Group for all room nights and room revenue from Dishonored Reservations for purposes of calculating any material term of a contract such as room block performance or earned concessions.

In an era where customer service is essential to competitive advantage, no organization can afford to lose a customer because they were poorly treated when they checked into a hotel, for an event.  Most people understand that mistakes happen… they are a part of business.  Laying the groundwork for those mistakes to be handled, with the customer’s best interests at heart, will go a long ways towards preserving a valuable relationship.

Question:  What experiences have you had with a hotel “walk?”  If you handle conferences for your organization, is there a different approach you have taken towards this issue?  We’d love to hear about it!

Do you ever wonder why some people are selected to (or choose to) work in customer-facing positions?  I do.  I believe businesses could do a much better job of choosing their employees… To make sure they have the “right people in the right seats on their bus,” so to speak.  Alas, life is not that simple. (sigh)

The problem is sometimes people working in service businesses get so wrapped up in following instructions, or completing the task at hand, that they forget about the most important part, the customer experience.  It happens all the time, especially in a society where speed seems to take precedence over everything else.

A Service Dilemma Illustrated

A couple of weeks ago I attended a conference at a historic, beautiful hotel.  By all accounts the hotel did a great job of accommodating our group, consisting primarily of meeting and event professionals.  For the hotel, this was no easy feat, given our chosen line of work, as we are probably some of the most critical business people around, when it comes to service expectations.

I noticed, over the 4 days of the meeting, the hotel was always very much on top of their game.  They efficiently and quickly refreshed our meeting rooms, replenished coffee breaks, and promptly attended to our catered meal functions.  In fact, the banquet staff was so eager to provide service that at times it became annoying.

At one lunch the waiters (they worked in teams) at our table relentlessly picked up food items from our place settings, before we could even finish eating them, without asking us for permission.  Trust me, that is a quick way to ruin a good meal.  Finally, unable to contain myself any longer, I lost my patience.

With a sudden verbal expression of frustration I stopped them dead in their tracks.  I even surprised myself, for a moment, at my outburst.  Interestingly,  I later learned most everyone else at the table felt the same way I did, but had just been hesitant to say anything.

In hindsight, these waiters were clearly under pressure to meet a deadline, as communicated by someone in hotel management.   I would imagine (not a fact, only speculation) the conference organizer requested expedited banquet service to keep the conference program on schedule.  The wait staff followed instructions, some of them abandoning, in all the stress, the other important aspects of a service experience.

So, what customer service lessons can be learned from this story?

Customer Service is a Art

Great customer service does not come easily.  There is an art to delivering an awesome service experience, regardless of what business you are in.  Here are some thoughts on how to get there:

Pay attention To Your Customer — First and foremost tune in to them.  Seek to understand their needs and demonstrate to them, through your actions, that you do.  Prompt service, without attention to overall needs, is downright foolish.

Care Like You Mean It — In order to deliver exceptional service, you must first truly be interested in providing it.  Delivering service in a robotic, drone-like manner is not engaging, and won’t be appreciated.  If you don’t care about the quality of the experience, customers will notice that, and you will lose them.

Show Some Artistic Flair– Find unique ways to show customers they are special.  Intuitive remarks, extra touches (such as personal note-cards), and sincere compliments show you care, and they will appreciate you for it.  It will distinguish you from other suppliers, and make their service experience memorable.

Have Some Fun, Enjoy Your Job — Don’t take what you do so seriously that you can’t relax, enjoy people around you, and laugh a little.  Smiles and Humorous comments are infectious, and people do love them.  Take time to savor the experience, and your customers will too.  It will make your day go a lot smoother!

Question:  What are you doing to raise your game, with your customers?  What are some of the most effective personal touches you have used to connect with them?  What did I miss in this article?  Please share with us!

Last night (Saturday, 6/26) I had dinner with a friend and client of mine at the 4th Estate Restaurant, at the National Press Club (NPC), in Washington D.C.  The NPC is a wonderful place, if you have an interest in News history, and I thoroughly enjoyed my visit to this historic landmark.

This morning, feeling nostalgic, I grabbed a New York Times, and settled in at the Fairmont Washington Hotel restaurant, for a nice breakfast, and a trip down memory lane.  It was the first time I have read a printed version of a  Sunday paper in several years.

At first glance, the paper seemed pretty much the same as the past.  The layout of news content was not much different.  All my favorite sections were still there.  The one visible distinction was its size, as the paper was much smaller than I remember.

I quickly realized the reason for this change is a significant reduction in advertising inserts.  I also noticed the Times print price of $6.00.  Whoa!!!  Sunday mornings just aren’t what they used to be!

I remember, growing up, the ritual my parents went through every single Sunday.  For about $0.50, and with coffee in hand, both would bury themselves in the Sunday Tribune. (Chicago Tribune)  Usually, they would spend at least a couple of hours getting their news fix.  My mom, of course, would also engage in coupon reconnaissance, hunting for the best deals to equip herself for shopping the following week.

When I married, and started a family, my wife (now ex-wife lol) and I carried on that same tradition for many years.  So, what happened to this routine?  Why is it becoming less prevalent in our culture?  When was the last time you read a (printed) Sunday Paper?

Online News Content is a Real Force

I believe, and the evidence supports it,  we are transitioning from a “print news” society to one that, more and more, seeks their news content online.   In fact, for many of us,  our Sunday mornings now include a new element, social media.  To illustrate this here is a recap of my typical 2010 Sunday morning routine:

• Wake Up and make Coffee (same as always)
• Check Facebook … comment on friend’s posts, add at least one of my own.
• Check Email and respond
• Open Tweetdeck (Twitter) and check for personal messages, and new posts with Hashtag communities (i.e. #Eventprofs or #SOBCon) — post tweets of own as appropriate.
• Visit NewsReader (i.e. Blogline or Google Reader) to get caught up on blogs and newsfeeds
• Write Blog article for McCurry’s corner
• Eat Breakfast while watching Sunday morning TV Program such as National Geographic Channel or Animal Planet… etc.

It’s not shocking  to hear the Printed News Media companies are struggling.  (many are in bankruptcy)  It’s no wonder there are less ads.  Companies can’t justify the expense, because circulation is so anemic they don’t get the return on their advertising investment.

Many print media firms are wisely reconsidering their business models and entering (or have done so already) the digital realm.  With the uptick of online news options available, and the real-time nature of it, the temptation to bypass the traditional newspaper is just too strong for many consumers.

Besides, with online news, we don’t have to wash ink off our hands anymore … you gotta love that.

Question:  How do you spend your Sunday mornings?  Do you read a printed version of a newspaper?  What is your routine for getting your day going?  Does my story resonate with you?  Look forward to your thoughts!