Vitiello Communications Group

Live from India: Join My Village Launch

noreply@blogger.com (Jill Vitiello) — Wed, 22 Feb 2012 19:17:00 +0000

Richelle Feigin, consultant, Vitiello Communications Group, is in India this week, as part of a team working to launch Join My Village there. Via our Chatter feed, Richelle uploaded this photograph of herself amidst a group of students. Her post reads:

"I met 55 girls today at the Udaan school - ages 11-14 -- who, up until now, had no access to education. They eat, sleep, study and stay on campus for 18 months to quickly catch up and are then mainstreamed into regular school. They LOVED the camera...and the idea that they could see themselves on the screen after the photo was taken was mind blowing. So adorable!"

Join My Village is an innovative charitable program working to lift women and girls out of poverty through education and community initiatives. Vitiello Communications Group is proud to be associated with Join My Village -- and we are proud that Richelle, the leader of our philanthropy communication practice, is there to learn, contribute and make a difference.

Facebook's Five Core Values: Rewire the Way People Spread and Consume Information

noreply@blogger.com (Jill Vitiello) — Fri, 03 Feb 2012 02:59:00 +0000

Facebook's initial public offering is thrilling in its scope and bravado. In his letter to investors, CEO Mark Zuckerberg summarized the five core values for running the company:

Focus on Impact
Move Fast
Be Bold
Be Open
Build Social Value

Zuckerberg writes: "At Facebook, we're inspired by technologies that have revolutionized how people spread and consume information. We often talk about inventions like the printing press and the television--by simply making communication more efficient, they led to a complete transformation of many important parts of society. They gave more people a voice. They encouraged progress. They changed the way society was organized. They brought us closer together."

This bold, young CEO knows the power of the online tool he and his team created. He tells investors: "Facebook aspires to build the services that give people the power to share and help them once again transform many of our core institutions and industries."

And he goes on: "...we hope to rewire the way people spread and consume information. We think the world's information infrastructure should resemble the social graph--a network built from the bottom up or peer-to-peer, rather than the monolithic, top-down structure that has existed to date. We also believe that giving people control over what they share is a fundamental principle of this rewiring."

He notes: "We have already helped more than 800 million people map out more than 100 billion connections so far, and our goal is to help this rewiring accelerate."

What could be more inspiring than a leader who clearly outlines the goals of his organization and then fires the imagination of everyone who will help him achieve Facebook's destiny? Join the information revolution and share your comments below.

Gaze into the Crystal Ball

noreply@blogger.com (Jill Vitiello) — Tue, 17 Jan 2012 03:53:00 +0000

This may be the year we retire the phrase "Show me the money!" Based on extensive research, McKinsey Company determined that for "people with satisfactory salaries, nonfinancial motivators are more effective than extra cash in building long-term employee engagement." Here are three positive ways to get employees' attention - and excite them to contribute to the company's success.

Social media: Now that Facebook has been adopted by the masses, 2012 will see a slowdown in the growth of new users. However, content is still king. In fact, McKinsey Global Institute estimates that 30 billion pieces of content are shared on Facebook every month. This is good news for communicators as users ushered in the New Year with more social media experience than ever before. While LinkedIn and Twitter are all about making new connections and reviving existing ones, Facebook has evolved to a platform for strengthening those relationships. Facebook CEO Mark Zuckerberg has confirmed that the "next five years will be about engagement." This creates a tremendous opportunity for companies to share and connect with employees and customers on the social media site.

Incentives: As companies look beyond financial incentives, leaders want new ways to motivate and reward employees. One approach is to reinforce the company's core values via real-time recognition and feedback from both peers and managers. In a recent interview with HR guru Joanne Royce, Rob Catalano, Senior Director of Marketing at Achievers, an employee recognition firm, predicted that social recognition tools, such as the concept of gamification, will play an important role in future employee incentive programs.

Video messaging: Video trumps print for fast story telling. (Think 90-minute movies versus 500-page novels.) Employees don't want to be fed a series of facts; they want to view the company's story. Maintain your audience's attention by keeping the content snackable - 1-minute video spots on YouTube or an internal site. The Cisco Social Media Team took full advantage of the benefits of video during the recent launch of the Cisco Social Rewards program. Instead of detailing the new program in an email, the team posted this video on internal sites and on the company's YouTube channel. This year, channel your inner screen writer - what do your employees need to be shown instead of told?

What Not to Say: Sam the Supervisor Scares Employees

noreply@blogger.com (Jill Vitiello) — Wed, 11 Jan 2012 02:31:00 +0000

Last week, I finally had the chance to rent Margin Call. The cast is phenomenal, the story taut, and the cinematography makes you gasp for air. Just a few minutes into the movie, Kevin Spacey's character Sam Rogers delivers a pep talk to employees who survive a swift and brutal downsizing. His speech, excerpted below, serves as a cryptic example of what NOT to do.

"You are all still here for a reason... Most of this floor was just sent home... forever. We have spent the last hour saying good-bye... they were good people and they were good at their jobs... but you all were better. Now they are gone. They are not to be thought of again. This is your opportunity. On every floor of
this building and in every office from Hong Kong to London the same thing is happening. Before this is all done 3 of every ten guys who were standing between you and your boss’s job are now gone. That is your opportunity. I’ve been at this place for thirty-four years and let me tell you that this will not be the last time you go through this. But you all are survivors... And that is how this firm over 107 years has always continued to grow stronger. So hold your heads high... and get back to work."

Sam the supervisor scores for dramatic effect, but if he were a real leader, he would have done the following three things:

1. Give permission for employees to grieve the loss of their co-workers. Preserve the dignity of the severed employees by avoiding comparisons to those remaining.
2. Invite the human resources representative to be present.
3. Encourage employees to ask questions; tell them where they can find additional information about the company's strategic direction and the decision to reduce the workforce.

As a communication professional, I give Sam props for presenting the consistent company message by talking about the job action as it unfolds around the world. However, I question the company's ethics if an influential veteran like Sam blithely tells the team that this is how the enterprise has remained successful for more than 100 years.

How would you have communicated to your team under the circumstances in which Sam found himself?

VTLO Is Hiring!

noreply@blogger.com (Jill Vitiello) — Thu, 22 Dec 2011 18:07:00 +0000

Vitiello Communications Group is growing! We are currently hiring for two key positions with the firm. We are seeking a full-time communication consultant to help us meet the needs of our expanding client base. Previous background with a consulting firm, communication agency or Fortune 500 company is desirable. Also we are looking for an administrative assistant with a strong desire to learn and grow with the business. Web design and Quickbooks skills are a plus!

Please read the job descriptions on our website. If you are qualified for either of these two exciting opportunities, send your resume today!

Vitiello Communications Group is certified by the Women's Business Enterprise National Council (WBENC).

Next Gen: There’s Hope and a Lot More!

noreply@blogger.com (Jill Vitiello) — Wed, 14 Dec 2011 16:36:00 +0000

This month, it was my privilege to be invited back to my alma mater, Rutgers University, by the energetic and fabulous leaders of the student chapter of the International Association of Business Communicators (pictured here). These terrific young people hosted a panel of professionals to talk with juniors and seniors about how to land your first job upon graduation. On a cold Friday night, more than 60 students turned out, dressed as if they were going on a job interview. Following the moderated discussion, we panelists stationed ourselves around the Student Activity Center and answered undergrads' questions.

The students are amazing! Nearly all have interned at corporations in New Jersey, New York City or Philadelphia. Most have strong resumes and already are LinkedIn. They are self-assured networkers who are bright, articulate and interesting. I marveled at how much better prepared Gen Y students are for the world of work than I was as a college senior.

When I told my colleagues about my wonderful experience spending time with these Rutgers students, a number of them responded with the same question: "You mean there's hope?" Oh yeah, baby -- and a lot more! Our economy needs these Gen Y grads to bring contemporary communication skills and fresh perspective into our workplaces.

As I spoke with the students, here are the top three questions that emerged:

Q: What skills are employers seeking now?

A: Hiring managers and business leaders are looking for young people to come into the organization with fresh thinking and contemporary skills, such as social media savvy and familiarity with online tools. Strong communication skills – both written and interpersonal open doors and create opportunity once inside the organization. They require that new hires get acclimated quickly, and understand the corporate culture – but beware getting mired inadvertently in negative behaviors that may have become the status quo. Offer new ideas openly in a respectful manner. If you are going to identify a problem, research a possible solution and recommend it. Learn to accept feedback and apply it to improve your work habits and products. Observe the normal parameters of a great employee – be on time, ask for direction, take initiative, treat everyone with respect.

Q: What courses should I take in college to prepare me for work?

A: Focus on your core courses and learn the fundamentals. Seek to understand theory and apply it in practical settings. Students majoring in organizational communications, journalism and English should add courses in economics, entrepreneurial studies, information technology and basic computer programming in addition to traditional arts and sciences. These classes will help you understand the world of business. Students majoring in accounting, finance and business should add classes that focus on what is perceived as the soft side – psychology, human relations, writing, as well as a foundational IT class.

Q: What are the hot jobs?

A: The job titles are hard to pin down because they continue to evolve. Businesses are looking for people with social media skills, including video and audio production, Web-based graphic arts, gaming, and online measurement. College graduates who can help business leaders communicate using new media to reach stakeholders, particularly customers, employees and investors, have an edge over graduates with only a traditional skill set such as print journalism.

Please feel free to add your advice for the class of 2012 in the comments box below. They couldn't be more eager to learn from working professionals!

Small Business Saturday Is a Success

noreply@blogger.com (Jill Vitiello) — Sun, 27 Nov 2011 16:30:00 +0000

New Jersey Governor Chris Christie praised the state's small businesses, calling them critical to our economic health. He urged consumers to "shop small" on Small Business Saturday, November 26. Vitiello Communications Group, a New Jersey-based consulting firm, celebrating 21 years in business, is proud to have participated in the second annual Small Business Saturday. Thanks to the response we received, we are extending our special offer until December 5.

Executive Communication: Special Offer

noreply@blogger.com (Jill Vitiello) — Thu, 17 Nov 2011 18:58:00 +0000

Are you a business leader preparing to write your annual letter to employees? Are you a communication professional assisting an executive with drafting the letter? In our practice, we've written hundreds of letters for executives. We've found that the annual letter is one of the most important messages of the year. Yet, busy leaders put off writing this key document until the last minute. This year, in partnership with Small Business Saturday, sponsored by American Express Open, Vitiello Communications Group is offering a limited time only discount on writing your annual letter to employees. Here's how it works:

Visit our website, click the special offer and enter your contact information. A VTLO representative will call or email you promptly to discuss your letter and get started.
Review the draft letter that your award-winning VTLO writer turns around for you on the agreed-upon deadline.
Relax and enjoy the holidays. You're ready to send your letter to employees!

It's simple, fast and affordable. Make your letter sparkle. Contact VTLO today!

VTLO Turns 21 and Moves Out

noreply@blogger.com (Jill Vitiello) — Tue, 01 Nov 2011 16:54:00 +0000

This month, Vitiello Communications Group celebrates 21 years in business. To mark the occasion, VTLO did what most ambitious 21-year-olds do -- moved out of the house and into our own place. Headquarters is now in the conveniently located Metropark office complex in central New Jersey with swift access to New York City, Philadelphia and points beyond. Our new address is 33 Wood Avenue South, Suite 603, Iselin, NJ 08830. You can still find us online at http://www.vtlo.com/ and talk to us at 732-238-6622.

VTLO began as a home-based business, founded by me, Jill Vitiello, in 1990. I decided to take the skills I'd developed after a dozen years in corporate communications in Manhattan and fulfill a life-long dream of becoming a freelance writer supporting business leaders. As our client roster grew, so did our team of writers and communication consultants. Today, VTLO has staff and associates throughout the United States, partnering with the world's most influential organizations and their leaders to drive business results through effective, strategic communication programs. As experts in change communication, we have worked through mergers, acquisitions, IT transformations and global systems rollouts, downsizings, upskilling and reengineering intiatives.

Building on more than two decades of growth, VTLO's business model ably supports the contemporary workplace with a mix of onsite and virtual services. Our flexible staffing offers a uniquely qualified team of Fortune 500-experienced consultants and award-winning writers. So, wherever you need us, there we are!

I invite you to stop by VTLO's new headquarters when you are in the area. You are always welcome!

From Sound Bites to Social: How Media Influences Speeches

noreply@blogger.com (Jill Vitiello) — Wed, 12 Oct 2011 16:31:00 +0000

With the 2012 presidential campaign in full swing, there seems no end of opportunities for Americans to hear speeches. How will our national rhetoric be influenced by a 140-character attention span? Last month, Jeff Shesol, founding partner of West Wing Writers, spoke to the New York Speechwriters' Roundtable. He mentioned how, as a speech writer for President Clinton, he had to craft messages for TV sound bites. I caught up with Jeff last week to ask him about the impact of social media on speeches -- from the perspective of the writer, the speaker and the listener.

Jill: How is social media influencing speeches in the 2012 Presidential campaign?

Jeff: There's an increasing tension between the need of social media to have something new every 20 minutes and the need for candidates to maintain one consistent message. The hallmark of a successful campaign strategy is to have a stump speech with one central message, one animating idea. Think of Martin Luther King Jr.'s great line: "I don't have but one speech as I travel around the country. I don't have but one message."

It's fine and necessary to find new ways of saying things, but ultimately you have to stand for something -- not six different things a day.

Jill: How are you advising your clients about using social media?

Jeff: Some of our clients are active in social media, and we help them with that. Our clients in certain industries, such as high tech and entertainment, are more plugged in than others into Twitter and Facebook; they’re blogging and posting regularly on other sites. For those clients, there is an expectation that they will be active in social media. But it doesn't make equal sense for everyone. We advise our clients to maintain a consistent message, no matter what the channel.

Jill: What are the candidates' speech writers doing differently to accommodate social media channels?

Jeff: Somebody on the campaign–maybe even the candidate himself or herself—sends out the tweets. That’s new. But it’s still the responsibility of the speech writer, working closely with the candidate, to put down on paper the best, most cogent and compelling argument for electing the candidate. There's no substitute for that process. Fundamentally, it's no different than it was in 1960 -- for all the new media we have today.

Jill: Has anything changed about the way audiences listen to speeches?

Jeff: Not really. National audiences are not usually hearing full speeches, and that’s been true for a long time. It's a rare day when people settle down in front of the TV or computer monitor to listen to a speech straight through. People hear sound bites and fragments. They listen for the authentic asides that are more interesting than stump speech material. As speech writers, though, we try not to just string together sound bites in the hope of breaking through. Sure, we try to write great pull quotes, but we can't control how the speech gets sliced and reported. It’s more important that we make the full argument for a candidacy. We are writing for the audience in the stadium or the ballroom as well as the home audience, so it’s important to make sure that the speech has a narrative thread running through it, that we capture the candidate's core message.

Jill: How are business leaders' speeches different from presidential candidates'?

Jeff: Business leaders are ruthlessly goal-oriented. CEOs, heads of Non-Governmental Organizations, and other leaders generally don't talk to fill space. They speak when they have something to say and their speeches focus on their organization's goals. Politicians have a greater need to be heard more frequently. If they don't fill the space, a rival candidate will.

Jill: In light of the recent passing of Apple co-founder, chairman and CEO Steve Jobs, what was your view of him as a public speaker?

Jeff: Steve Jobs was incredibly effective at selling ideas. He was relentlessly, exclusively focused on Apple and its goals—what its products enable us to do. He wasn't one of those guys who needed to be at a podium all the time. So every time he got in front of a microphone, he could gather a crowd that would hang on his every word.

Jill: Who do you see winning the Republican presidential primary?

Jeff: I'm not going to depart from conventional wisdom. It's hard to see a saleable Republican candidate other than Mitt Romney. Perry could surprise us, but when New Jersey Governor Chris Christie counted himself out, Romney became the default candidate.

The ROI of Innovation

noreply@blogger.com (Jill Vitiello) — Tue, 11 Oct 2011 16:55:00 +0000

"The ROI of Innovation" was the theme for the Healthcare Businesswomen's Association meeting on October 4 in the very hip Bloomberg Tower in New York City. The accomplished, high-powered speakers brought their own interpretation to the panel discussion, which was fascinating for its content and for the studied politeness of business rivals occupying a common dais. Here are some highlights from the proceedings:

Jami Rubin, Business Unit Leader of the Healthcare Research Group, Lead Analyst for Large Cap and Specialty Pharma, Goldman Sachs:

Big Pharma R&D spend tripled to $180 billion and returns on those investments halved during the "Lost Decade of Innovation" from 2000 - 2010. Investors have lost confidence in how CEOs allocate capital and valuation of pharmaceutical companies shrank significantly. Still, there are signs in the next couple of years that "pipelines are going to perk up."

Barbara Dalton, PhD, Vice President Venture Capital Worldwide Business Development & Innovation, Pfizer, Inc.:

Innovation is an overused, B-school buzzword these days. That said, the core of what pharmaceutical companies do is innovation that is meaningful to patients and to society.

Rivka Riven Kreitman, PhD, Senior Vice President, Head of Global Innovation Research & Development, Teva Pharmaceutical Industries, Ltd.:

There are a number of ways to innovate. For example, innovative formulations that bypass existing patents; innovation in the legal space that finds holes in patents; innovative acquisitions; and innovative business models that partner the larger company with start-ups and academic institutions.

Jeneanne Rae, President, CEO, Motiv:

How to do innovation is widely accessible now; the next wave is getting innovation done. The best place to begin looking for new opportunities in the pharma industry is understanding user needs and pain points, particularly in the payer community. Innovative organizations anticipate and plan for change and are adept at seeing trends such as customization.

Ritu Baral, Senior Analyst, Canaccord Genuity:

Wall Street can't value biotech investments because the time frame is so long. Pharmaceutical companies are not getting credit for their investments in this type of innovation. Small companies that try to launch drugs alone are generally punished by Wall Street. It's assumed these "auto-shorts" will fail.

During the Q&A, Teva's Kreitman made four key observations about innovation:

Scorecards squash innovation. When we predetermine desired outcomes, how can we innovate?
Communication is imperative. How open are company leaders to hearing from employees in the trenches?
Free time to think leads to innovation. How does economic pressure to perform impact time for thinking?
Allow space for mistakes. How does the company treat employees whose attempts to innovate fail?

As a business leader, how do you encourage innovation on your own team? Do you challenge yourself to be innovative? Please feel free to comment in the space provided.

From Failure to Innovation

noreply@blogger.com (Jill Vitiello) — Tue, 27 Sep 2011 19:40:00 +0000

Failure. It's the lead story on the front page of Personal Journal in today's WSJ. Failure was the cover theme of the Harvard Business Review in April. Failure has been a taboo topic for most of us since kindergarten. Now, however, researchers and business leaders are taking a look at how failure -- and our response to it -- informs creativity, drives innovation and ultimately, contributes to success.

There's an apocryphal story about failure that took place in my home state of New Jersey. A critic remarked on the huge number of failures Thomas Edison encountered in his attempt to invent a new storage battery -- 50,000 experiments before he achieved results. Edison responded: "Results? Why, I have gotten a lot of results. I know 50,000 things that won't work." For me, the story illuminates the key ingredients of innovation: perseverance and positivity.

That kind of persistence and dedication is familiar in the field of healthcare. Pharmaceutical industry experts estimate that it takes a commitment of 12 years or longer to develop a new medicine. The costs associated with that investment of time run in the billions of dollars.

Next week, the Healthcare Businesswomen's Association (HBA) is sponsoring an event devoted to understanding the "ROI of Innovation." It will be interesting to see if the speakers address the notion of failure. Science, technology, art, and commerce -- all benefit from experimentation, which by definition, allows for failure. The trick is learning from failure and not repeating or hiding mistakes.

In "Better Ideas Through Failure," one business leader offers a cash award for "Best New Mistake" among employees. Another CEO created the "Heroic Failure" trophy to counteract complacency and encourage appropriate risk taking. How are you creating an environment that fosters innovation?

IMS: Pharma Trends

noreply@blogger.com (Jill Vitiello) — Mon, 19 Sep 2011 20:09:00 +0000

"The future ain't what it used to be!" Last week, Douglas Long quoted Yogi Berra as he began his talk about the pharmaceutical industry. Doug is VP, Industry Relations, IMS Health, Inc. He was speaking to the Healthcare Businesswomen's Association Metro Chapter at Merck's Kenilworth, New Jersey campus.

Doug highlighted a number of trends, including the FDA's risk aversion, the significant impact of generics, and the changes anticipated as a result of U.S. healthcare reform. Doug said Big Pharma is growing this year at about 4.1%, which is better than last year. A good deal of that growth is driven by seasonal factors. Although Americans are skipping annual physicals and medical tests due to economic strain, he said, they still seek relief when it comes to allergies and flu.

IMS sees five key focus areas in Big Pharma's future:

"Pharmerging markets" - the increase of prescription drugs in emerging markets such as as the BRIC countries
The definition of value as it relates to payors and patients
A business portfolio that favors innovation, sustainability and successful transition to OTC
Cost reduction - and a shift from R&D to "S&D" -- or the Search for new entities among biotech start-ups that can be developed by Big Pharma
Reputation and relationship with an emphasis on improved dialog with patients and customers

For leaders within or connected to the pharma industry, these trends indicate important areas of opportunity for communication with employees. In order to achieve their goals, healthcare companies might examine their connection to a wider variety of external stakeholders, including hospitals systems, health insurance organizations, physicians, pharmacists, patients and government. Leaders can create a line of sight for their teams by widening the lens with which they view their world and ultimately the work they choose to prioritize.

A 2011 Curiosity
Doug shared a quirky fact about the year 2011. If you take the year in which you were born and add to that your age on your birthday in 2011, the result will always equal 2011 -- no matter what your birth year or age. Go ahead -- try it. Works every time!

Dreamforce '11: Top 5 Takeaways for Leaders

noreply@blogger.com (Jill Vitiello) — Thu, 08 Sep 2011 16:56:00 +0000

How do you get nearly 50,000 people to attend your sales pitch -- and pay for the privilege? Throw open the doors to San Francisco's Moscone Center to everyone from chief executive officers to software developers, invite Metallica to perform, and call it Dreamforce '11. That's what Marc Benioff, CEO of salesforce.com, did last week.

Dreamforce is the annual gathering of people who use or build customer relationship management tools. On August 31, Benioff delivered what was billed as a two-hour keynote address and was really a thinly disguised rollout of the company's impressive new offerings. The CEO roamed the audience, pulling celebrities and CEOs for stand-up interviews, and tossing to his marketing guys to demo the latest web-based wizardry. He was having the time of his life. Judging by the live Twitter feed and the webcast of the proceedings, so was the audience. People around the world tweeted their approval of Database.com and Chatter Now, and bet on whether Benioff would trip while he circumnavigated the huge hall extolling the wonders of salesforce.com upgrades. (He didn't.)

Like thousands of others, I attended the kick-off session of Dreamforce '11 virtually and for free, watching streaming video over a feed on Facebook. While the messages were mainly for those who use salesforce.com to manage their customer relationships, Benioff had plenty to offer contemporary business leaders and corporate communication professionals.

Here are my top five takeaways:

1. Social and mobile rule: The social and mobile revolution is under way. Smartphones and tablets are taking over not only in the consumer market, but also in the enterprise.

2. Facebook makes it personal: Leading companies are creating a social enterprise in which customers, employees and products converge and collaborate seamlessly for a shared experience. For example, Disney has created applications on its Facebook page designed to help theme park visitors prepare for their vacation by crowdsourcing information about rides and restaurants, report on their experiences through real-time posts, and share memories using the online photo gallery feature with links to personal Facebook pages.

3. Customer information is ridiculously accessible: Thanks to social media like Facebook, Twitter and LinkedIn, companies have more information about their customers than ever before. The savvy, social enterprise can use that information to personalize customers' experience with the brand, delight the customer, and increase brand loyalty. (Salesforce recently purchased Radian 6, a leading online social analytics provider.)

4. Online collaboration speeds results: The most effective employee social network will integrate business processes and workflow online. More than 100,000 companies are using salesforce's Chatter.com for employee online collaboration. At Dreamforce '11, Benioff announced several new features including Chatter Now, an instant messaging feature; an online approval process; and the ability to bring customers into private Chatter groups that previously were available only to employees.

5. There's more to learn: Next generation hardware (such as smartphones) will benefit from HTML5, an advanced version of HTML, which allows developers to build applications that run natively on mobile devices. HTML5 streamlines programming, eliminates the need for clunky conversions to mobile, and makes the "user experience" richer.

Benioff, his salesforce and Chatter team, and the many satisfied customers he introduced during his keynote have embraced the social enterprise. At Dreamforce '11, they made it a group hug.

The Google+ Project: What’s It All About?

noreply@blogger.com (Jill Vitiello) — Thu, 18 Aug 2011 03:59:00 +0000

Just when we’ve gotten the hang of tweeting and “liking,” there’s a new guy on the social media scene: Google+. Still in a field trial period, this new social network combines many features of Twitter and Facebook and more under one virtual roof. Still unsure of what Google+ is? We break it down for you here:

1 Access: Currently, Google+ is by invitation only. "We’re still ironing out a few kinks in Google+, so it’s not quite ready for everyone to climb aboard," writes Google. You can add your first name and email here and you will be notified when Google+ becomes available to all.

2 Privacy: Profiles on Google+ are not allowed to be completely private to the outside world. In order to use the site, users are required to make at least their full name and gender public.

3 Friend: Everyone may be your “friend” on Facebook, but the masterminds behind Google+ understand that real life doesn’t work that way. This is why Google+ has introduced the concept of “circles”. This allows you to communicate exclusively with one or more groups of contacts. For example, communication meant for fishing buddies can be hidden from a circle of colleagues or any other Google+ users.

4 Follow: Much like Twitter, Google+ allows you to "follow" someone who you may or may not know. This means that every other Google+ user can see your information. However, the circles feature allows you to share photos, status updates, and videos only with certain people.

5 Features: Google+ offers Hangouts (live video chatting), Huddle (group messaging), and a host of other features. Take an interactive tour of the site here.

Interested in learning more about the clash of these info-titans? Read "Is Google+ Starting to Get on Facebook's Nerves?"

Alert to Laughter

noreply@blogger.com (Jill Vitiello) — Mon, 25 Jul 2011 16:58:00 +0000

The unexpected sound of laughter drew Vanessa and me to the closed door on the mezzanine level of the Stephen Sondheim Theatre in New York City as we made our way to the exit after enjoying a delightful, de-lovely evening in the audience of Anything Goes. I opened the door and stuck my head in and could not believe our luck.

It was about 10:45 p.m. and seated in the mezzanine were about 100 high school students and a few adult chaperones. They were directing questions to people standing against the railing, overlooking the now-empty stage. Those people were cast members of Anything Goes, and in the middle was the luminous Sutton Foster, star of the show, and our very favorite Broadway actress.

Vanessa and I entered tentatively, wondering if we'd be allowed to sit in on this special event -- or get tossed out, since we hadn't been invited. As we hovered in the aisle, a small, gray-haired man paused an inch from Vanessa. I mouthed to her: "It's Joel Grey!" She mouthed back: "I know!" The legendary, yet unassuming Grey proceeded down the aisle and joined Foster and the others -- Andrew Cao, Colin Donnell, Raymond J. Lee, and Jessica Stone -- to answer the students' questions.

We listened as the actors generously shared their advice and experiences with the students. Had they ever been told they would not succeed on Broadway? Yes! How did they manage an eight-minute tap number without collapsing? Rehearsal, training, and gasping for breath when your back is to the audience. What advice would they give aspiring actors? Sutton Foster reflected: Be kind to everyone. Respect everyone. People prefer to work with actors who are talented and kind and respectful. Good advice for teens -- and their elders.

Although Vanessa and I didn't hear the answer that caused the students to erupt in bubbling, exuberant laughter, we were fortunate enough to know joy when we heard it. For a brief moment, that serendipitous sound led us to glimpse the human side of "performers!" as Foster slyly referred to herself and the company. That night, we got a delicious cherry on the frothy sundae that is Anything Goes. And we learned to be alert to laughter that tips us off to the surprises in New York City and life.

The Verdict Is In… Entenmann’s Tweet a PR Fail

noreply@blogger.com (Jill Vitiello) — Thu, 07 Jul 2011 14:23:00 +0000

Entenmann’s whipped up a batch of trouble when the baked treat manufacturer tweeted, "Who's #notguilty about eating all the tasty treats they want?!" At first glance, the post seems innocent enough. However, at the time of the Tweet, the hashtag #notguilty was being widely used to reference the highly publicized verdict in the murder trial of Casey Anthony.

The tweet was quickly removed after followers of the brand informed Entenmann’s about the distastefulness of the post. Likeable, Entenmann’s social media agency, apologized profusely on behalf of the brand and explained, “The truth is, our team was leveraging the trending topics and moving so fast they neglected to see what the hashtag was related to.”

That may be true, but the court of public opinion may decide that Entenmann's knew exactly what it was up to. Personally, I'm willing to give them the benefit of the doubt and continue to enjoy the occasional slide of Raspberry Danish Twist. But what about you -- would you snub a brand over a Twitter fail?

Page One Is Priority One

noreply@blogger.com (Jill Vitiello) — Wed, 06 Jul 2011 03:03:00 +0000

Tonight, Mike and I drove 40 minutes through three counties to find a theater playing the documentary Page One: Inside The New York Times. It was worth the trip. For my Gen Y friends (and their parents) considering shelling out thousands of 529 dollars for a journalism degree, skip Transformers and see this movie before you declare your major. For you -- and for all of us in the business of communication -- Page One is this summer's blockbuster.

The movie views more like a Facebook wall than a New York Times article. What it lacks in a satisfying narrative thread it makes up for in layered blocks of content that grab your attention. The most interesting characters are identified by their pithy sound bites, which feel like tweets. Watching the movie is like lurking on your social media outposts for 88 minutes without commenting. Lots of information; no interaction. The entire experience is oddly old school -- and that's the point.

Page One's glimpse into the world's most elite media establishment provides powerful lessons for everyone -- not just journalism majors. Leaders like Bill Keller watch in disbelief as a successful business model that has stood the test of time until now unravels in spite of their best efforts. Young turks like blogger Brian Stelter get co-opted into the withering mainstream. Hard-boiled caricatures like David Carr struggle to pull the once-mighty train through the sheer brilliance of their investigative reporting and eloquent writing. Women are conspicuously absent from the news room -- except for those laid off ladies packing their cartons with decades of accumulated stuff. It's sad and maddening to watch.

And yet we must. Keller asks whether there can be a viable democracy without the fourth estate. New media moguls like Arianna Huffington and WikiLeaks founder Julian Assange are portrayed as braggarts and interlopers. Even as Page One strives to paint a sympathetic portrait of The New York Times and all it represents, the movie tacitly acknowledges the futility of fighting big change. For business leaders, change agents, bloggers and wannabe writers, Page One is priority one.

Celebrate Social Media Day

noreply@blogger.com (Jill Vitiello) — Fri, 01 Jul 2011 03:29:00 +0000

Today is social media day, according to information shared by Barbara, one of our consultants at VTLO. She sent this video that contains "some great factoids" about the social media revolution. View. Enjoy. Comment.

Midnight in Paris

noreply@blogger.com (Jill Vitiello) — Thu, 16 Jun 2011 13:54:00 +0000

Dialog readers love the movies, so I want to share my summer movie story with you.

The scene: Rue St. Honore, Paris, about 8:00 p.m. on a warm, late June evening in 2010. Cafe Castiglione is lit softly from within. Passersby are carrying baguettes and bouquets of fresh flowers. Couples are strolling to their favorite restaurants.

Action: An obviously American couple in their 50s turns the corner and spots the Cafe -- their destination.

Wife: Oh, look Dear! There it is! Cafe Castione! Just like Denise said! Isn't it darling? (She bolts into the street, dodging pedestrian traffic, making a beeline for the Cafe entrance.)

Husband: (Looking up from the map on his iPhone.) Huh? Look out, Honey!

Wife: (Over her shoulder) Come on, Dear! Whoa!

A slightly built man in baggy Ralph Lauren khakis, button-down shirt, thick glasses and a canvas hat passes directly in front of the Wife, blocking her entrance to the Cafe. She stops. Two Asian women with arms linked hurry behind the man; a burly fellow dressed in black follows them.

Wife: (Whips her head to the left, watching the group of people walk down the street. Then sotto voce:) Honey! Honey! Did you see that? That was Woody Allen! Woody Allen! And his wife and daughter -- and their bodyguard.

Husband: Really? I thought his wife and daughter were the same person.

Wife: (Swats Husband with Fodor's Paris.) They enter the Cafe.

When I later learned from my Francophile friend, Denise, that Woody Allen was making a movie in Paris at the same time that we visited the City of Lights, I was excited to see it. Last weekend, Wife and Husband saw Midnight in Paris. Watching the opening shots of Paris in summer was like seeing home movies of our brief stay there. The long, sun-filled days; the green, limpid trees; the bold monuments and iconic buildings; the secret side streets. Breathtaking!

The movie is classic Woody Allen, with Owen Wilson charmingly playing Woody and Rachel McAdams hilarious in the Mia Farrow/ Diane Keaton role. One brief, zany scene toward the end of the film is a bonbon of fun for those who love early Woody Allen. Anyone who adores Paris and dreams of what life was like in the 1920s when ex-pats like Hemingway and Fitzgerald lived there will enjoy spending a couple of hours in the magic of Midnight in Paris. See it this weekend!

What Employees Want

noreply@blogger.com (Jill Vitiello) — Wed, 15 Jun 2011 19:42:00 +0000

As a business leader, how would you respond if you knew that two-thirds of your customers would disappear within the year? Now replace the word "customers" with employees. Are you just as concerned?

A new study by Deloitte found that two out of every three employees surveyed are passively or actively testing the job market. The research shows that, as the economy strengthens, employees with pent-up desires to leave their current employer are exploring the job market. Deloitte says that rising turnover intentions may hit at the same time when executives predict talent shortages in key business units that drive growth and innovation.

About half of salaried employees feel morale in their companies has decreased; while about 60% of hourly workers feel that morale has increased. Deloitte's analysis states: "One possible factor depressing employee morale...may be poor communication about corporate strategy and direction. A significant 40% found company communications lacking."

Conversely, nearly three-quarters of employees surveyed who are committed to their employers believe that the company does a good job of communicating with them -- a full 22 percentage points higher than employees who want to jump ship. The message for leaders is clear: engaged employees -- those dedicated to the organization's success -- value strong communication about strategic direction.

Five steps to retaining top employees

What do employees want? According to Deloitte's research, employers who want to retain great, motivated employees should take the following five steps:

1. Create clear career paths - Challenging job opportunities keep employees interested and motivated to stay with the organization.

2. Develop a robust leadership pipeline - Employees who are committed to their current employers believe those organizations do a "world-class/very good" job of developing leaders through internal and external talent programs.

3. Inspire trust in leadership - Organizations that inspire trust and confidence in corporate leadership rank higher with committed employees.

4. Focus on top performers - By a margin of 2:1, committed employees say their organizations do a superior job of retaining top talent compared to those who are looking for a new employer.

5. Communicate effectively - Nearly 75% of engaged employees say their employers do a good job communicating with them.

In our practice, we interact directly with hundreds of our clients' employees, and produce communications materials for thousands. Our experience bears out Deloitte's findings. The leaders who make transparent and meaningful strategic communication a priority are those whose businesses are flourishing and driving the economy toward recovery.

A corporate culture that Gen Y values

The Deloitte study showed that "Millennials" (a.k.a. Gen Y) value an employer's commitment to sustainability and corporate responsibility and volunteerism. They were also three times more likely than Baby Boomers to call a "fun work environment" important.

Cliff's Story of Courage

noreply@blogger.com (Jill Vitiello) — Wed, 15 Jun 2011 19:19:00 +0000

In the May issue of Dialog, VTLO's e-newsletter, I invited readers to share their personal stories of courage. Cliff Medney, chief creative strategist for Flightpath, responded with his. Direct from his email message, here is Cliff's story.

Courage is...

Sharing your experience so others (and yourself!) can benefit. Following a massive heart attack and bi-pass surgery in 1999, I decided to not hide from it, but grab the crap out of my “medically challenged state”… heart attack survivor, type 1/insulin dependent diabetic, etc, etc. I literally, lived it, by opening up and talking about it. And to celebrate my 10th anniversary, I created a website called “life on the cliff” (www.lifeonthecliff.com) that launched one year before my “celebration date” and featured 365 of my “rhymes of passion” that were pre-loaded to share one per day -- everyday. Shared a lot, blogged a bit,made a bunch of friends, came totally clean, was totally naked and talked to many heart attack survivors about life after “the event”. Bayer has a site called “iamproheart” I am there with them as well. Thanks for asking!

And thanks for sharing, Cliff! Stay healthy!

The Customer Connection: It's True What They Say About Nordstrom

noreply@blogger.com (Jill Vitiello) — Wed, 15 Jun 2011 19:13:00 +0000

Is there a business person alive who hasn't heard the apocryphal story of the Nordstrom employee who cheerfully refunded a customer's money when the automobile tires he purchased did not meet his expectations? The punch line is that Nordstrom doesn't sell tires. And yet, the employee on the front lines of service didn't quibble -- he just did what it took to make the customer happy. Or so the story goes.

The power of this anecdote has prompted many speakers to use it as an illustration of what it takes to create a culture built on employees empowered to deliver legendary customer service. Hear it once -- the point resonates; hear it three times -- I'm skeptical.

Until I experienced exceptional customer service at Nordstrom myself. Here's my story.

For me, handbags are the harbinger of spring. I first spied the Kristin Spectator Leather Zip Top Tote in the Coach boutique at the South Street Seaport in New York City on an unusually warm February afternoon. Its creamy leather and python trim promised warm spring days and matching peep-toe pumps. I was hooked.

Vanessa, my fashionista daughter, urged me to splurge. But, as a loyal customer, I knew I'd be getting that wonderful 25% off postcard in the mail and I decided to wait. Several weeks later, the postcard arrived as I expected. Yet, by the time I was able to schedule a trip to the mall, the discount had expired. Oh well, I thought, it's Coach -- it will be fine -- and off we went.

Vanessa and I breezed through Nordstrom to get into the mall. As we passed through the handbag department, the sales lady greeted us with a smile and an offer to help. No thanks, I said, and made a beeline for the Coach store. Once we arrived there, I snagged the handbag and presented my postcard at the register. The discount expired, the sales lady said, not even touching the postcard. Surely, you can extend it for me, a regular buyer of Coach products, I suggested. Then she said those fateful words: "The system won't let me."

Really? The system. You're kidding. We walked out.

It was nine fifteen p.m. on a school night and Vanessa still needed to study for a chemistry test. On our way to the mall exit, we retraced our steps through Nordstrom. The friendly woman who I'd breezed past earlier that evening greeted us again. "How are you doing, ladies?" I stopped -- and I told her. The whole story.

"I'll honor the discount," she said. That night, Emelia became my handbag sales lady and Nordstrom gained me and my daughter as customers for life. Emelia not only sold me the Kristin, but also a messenger bag -- at the 25% discount -- for Vanessa. I happily filled out a form complimenting Emelia for the service she provided us.

On the ride home, I analyzed the situation with Vanessa. As a customer, Coach made me unhappy in spite of the fact that I loved its product; Nordstrom made me happy. Applying the experience to myself as a business owner, I realized an organization that empowers its employees to make decisions, take risks and solve problems is far more successful than one whose employees blame a computer system for poor, impersonal service.

A couple of weeks later, I received an email from Brian, the Nordstrom store manager where Emelia works. He agreed with my opinion of Emelia as a "superstar," thanked me for my business, and then wrote: "I am so glad that you have given me another opportunity to let her know how much she is appreciated." Wow! That's some circle of love.

A lot of stores sell Coach handbags, including Coach. From now on, I'll buy handbags from Emelia at Nordstrom. And, I'll share my own story of how an employee-customer connection contributed to our firm's culture of fabulous, personal service.

Tired of doom and gloom? Tear out the rearview mirror!

noreply@blogger.com (Jill Vitiello) — Fri, 10 Jun 2011 13:58:00 +0000

Joe DeVivo has the guts to get it right. He told a group of business people in Memphis yesterday to "tear the rearview mirror off the car." DeVivo, who is president of Smith & Nephews Inc.'s orthopedic division located in Memphis, and chairman of the Greater Memphis Chamber said: "We need to hear about putting the past behind and focusing on the future, and a positive future." He went on to point out the many positive attributes of the city.

Sure, as the head cheerleader for local business, it's DeVivo's job to deliver that message of optimism. I'd love to see more business leaders express a genuine love for their cities the way DeVivo did, and show confidence in their futures. The more leaders with a zest for overcoming this national malaise, the better our chances for a speedy recovery.

How are your local business leaders advising their peers?

Zappos: The Verdict is In!

noreply@blogger.com (Jill Vitiello) — Mon, 16 May 2011 02:49:00 +0000

The outing at the recent CCM conference was a tour of the legendary Zappos.com offices. To prepare, VTLO did some research, captured in a March Dialog article, Zappos: Culture or Cult? Here’s the follow-up, which includes our impressions as well as many sentiments voiced by fellow tour-goers.

Yikes! It was an experience. Creative? No doubt about it, as we viewed their decorations-covered cubes, walls, ceilings…anywhere you looked, there was a cacophony of stuff. Quirky? You bet. There was a speed-walking race through the aisles (we had to step aside to let it happen), a whole department wearing animal hats, and more nuttiness than we can fit into a few paragraphs. But Zappos' numbers speak for themselves – they sell over a billion dollars worth of shoes and apparel, they are number six on the 100 best companies list, and recently were acquired by Amazon, so you’d have to say they are successful.

The culture works. Although it’s worth checking out a comment by Nick Swinmurn, the Zappos founder who no longer works there, in a recent New York Times article. He notes that the wackiness was as much about publicity as strategy. After the tour, one burning question kept coming up – do you have to drink the Zappos’ cult Kool-Aid? And the answer seems to be yes. They value diversity as long as you “fit” their mold. Hmmm. After the 25^th fist pump and 50^th high-five, you begin to feel as though you’re watching a performance rather than observing a working enterprise.

What their office does appear to be is an interesting study of people. And that seems to be what drives CEO Tony Hsieh, surmised from reading his fascinating book, Delivering Happiness, which was our parting gift. They are doing many things right at Zappos. Their customer service is terrific. Many on the tour were loyal customers and verified that Zappos reps go all out to be helpful. Yet, everyone said they couldn’t imagine working among the chaos. So here’s our verdict: Zappos – culture and cult.