Archive for the ‘Issues Management’ Category

Good Communication and Messaging Can Help Lead to Change

Friday, September 27th, 2013

Fear of change is always something that is an issue when you are running a company or a team. This can be tough to deal with when someone new comes into a leadership position or when the world around you needs you to change. Your group usually wants things to remain the same.

The world of healthcare is going through that world of change right now. And what the successful change leaders are doing is making sure there is a lot of genuine communication going on. That is one of the best ways to make cultural change happen.

HFMA_logoLast week, at the Northern California Chapter of the Healthcare Financial Management Association conference four people dealing with change right now led a panel discussion. The panel included:

* Deborah Aronoff – Vice President, Performance Excellence, Kaiser Permanente, Northern California Region
* Stephen Chun – Managing Director, Lean Consulting Associates LLC
* Cynthia Chiarappa – Vice President Strategy, Children’s Hospital of Oakland
* MJ Marijane White – Director, Performance Excellence at University of California-San Francisco Medical Center


Reacting Negatively on Social Media Doesn’t Help

Wednesday, May 22nd, 2013



Here’s a great example of why you should be careful about what you post on the web, especially social media. A restaurant owner in Arizona has been getting bad reviews for a while now and was recently on Fox reality TV show “Kitchen Nightmares” starring Chef Gordon Ramsey.

That show didn’t go well for him either, so he ranted on Twitter…  “I AM NOT STUPID ALL OF YOU ARE, YOU JUST DO NOT KNOW GOOD FOOD.”

There’s a great article in the San Jose Mercury about this. “You need thick skin in this business,” Chef Ramsay said before walking out. It was the first time he wasn’t able to reform a business, according to the show. But the owner continued his rant on Twitter, Facebook and anything else he could find. That led to closing the restaurant for a week or two to let things simmer.

We all have an occasional bad review or negative comment in social media. The right way to deal with it is to apologize, if there was something wrong and perhaps give a discount for the next visit. But the idea is not to increase the negativity. That just doesn’t work. Here’s the article… Arizona restaurant featured on Fox show learns online reviews can make or break

The Super Bowl is going for Social Media Gold!

Friday, February 1st, 2013

The Olympics, last year, was the biggest single Social Media event so far in history. It resulted in more posts, including Twitter, than 2012 Super Bowl, 2012 Grammys, 2012 Oscars, 2012 Golden Globes, and all seven games of the 2011 World Series combined.

This year, the Super Bowl is fighting back. According to Eric Kass in his post “For Second Year, Super Bowl Has Social Media Command Center” there will be over 100 Social Media volunteers working in New Orleans to answer questions and disseminate important information about the event and its locale, according to the New Orleans Times-Picayune. So the NFL and the Super Bowl, along with the New Orleans Tourism Marketing Corporation are going to be ready for the social onslaught.

As we’ve talked about in the past, for social media to really go viral, there has to be a personal, heartfelt connection. When that happens, the numbers go through the roof. Let’s see if the 49ers and the Ravens can get that kind of personal excitement going on!

Using Social Gaming as Incentives for Employees

Friday, December 9th, 2011

Did you think you had a good understanding of gamification and that it wasn’t right for your company? Well, I attended Converge Cup Silicon Valley, the most recent event put on by ISSMM, the Institute for Social, Search and Mobile Marketing last Thursday. I got a whole new view. 

Kris Duggan, the CEO of Badgeville (, gave an really interesting talk on another aspect of social gaming. His talk was on helping to instill Behavior Management. Or as they call it, Behavior Lifecycle Management. In other words, using gamification to incentivize employees to fulfill goals in their strategic plan. (more…)

Make Your Downtown Famous with a Seven Step Marketing Plan.

Sunday, October 9th, 2011

How do you make your Downtown Famous? How do you get visitors to shop and eat at the restaurants? How do you get businesses to move in?

California Downtown Assoc.

Miriam Schaffer and I are going to be giving a talk about those issues this week at the California Downtown Conference in Riverside, CA. If you haven’t registered for the conference yet, there is still one day, so do it!

We at the Placemaking Group have had the privilege of helping to make many downtowns famous. When we start the process, one of the first things we do is to get the group who hired us to understand that there are specific things that make your downtown different from the downtowns of neighboring cities. Sometimes if you’re too familiar with your own downtown, you don’t even realize the differentiators. That’s where we come in. We’ll talk to the people walking in your downtown. We talk to the businesses that are there. We’ll listen to what is said and what isn’t said. (more…)

Japan is a reason for all of us to have a crisis management PR plan.

Tuesday, March 15th, 2011

For any marketing or PR person who has had to deal with a major crisis situation, the horrific events that have happened in Japan will bring back memories.

The scale of death and destruction caused by the earthquakes and tsunami in Japan is beyond comprehension. (more…)

YOU are a brand.

Tuesday, September 7th, 2010

“Would you rather be a person, a brand or a hybrid of both?” asks Dana Webster, Social Media Specialist at ParaPRO, “In the world of Web 2.0 and the dominance of Social Networking, there are many people building themselves as brands. I, too, have done this to a certain extent, but it’s not my overwhelming driver at the end of the day. I always want to be a deeply passionate person first and foremost.” (more…)

Ethnic media delivers important audiences.

Thursday, June 3rd, 2010

If you were asked to put together a workshop for a Bay Area government agency on How to Reach Ethnic Media, as our Sacramento PR VP Jan Burch was, what would you cover? At a time when many traditional, mainstream news organizations are fighting for their lives, ethnic media are thriving.

The bottom line is that ethnic media reaches valuable and important audiences traditional media doesn’t. Don’t miss out on the opportunities. Here are a few suggestions.

Become familiar with the ethnic media in your area. (more…)

Cities need to start planning on promoting themselves.

Monday, April 5th, 2010

How inviting is your town or city to attracting new businesses to move in? And how about keeping the businesses that are already located here?  As I talk with government officials, it is becoming very clear that financially-stressed municipalities have two choices for dealing with the future.

One is to cut back on services with the intent of bringing the cost of running the community down to a point where revenue will cover the cost of services.  That sounds like a fiscally valid approach.  But when they reduce the number of police on the force, cut back on firefighters and paramedics, discontinue after-school programs, and terminate senior activities, what does that do to the qualify of life?

The other approach is to actively attract business with the intent of attracting new businesses, as well as retaining the ones already there.  Doing so brings new jobs to the community.  It generates revenue from a variety of sources.  And it creates an aura of success rather than failure.

But how can you attract new business when the economy is in such terrible shape?  The first step is always to define the product.  What do you have to sell? Transportation access?  A trained workforce?  Close ties to the local community college?  Affordable housing.  Great weather?  Recreation and sports facilities?

The key is positive momentum.  Don’t wait until the economy improves.

There are always positive stories to be told.  Tell them.  Build positive images for your community now.  Generate positive stories, even if they seem insignificant.  In difficult times people respond to good news.

Take advantage of that opportunity. Thanks to Irv Hamilton, Placemaking Group’s Senior Vice President for this blog post.