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Enterprise’s Honors Boldly Goes…Overboard

By Uncategorized

How very ironic that the just-relieved-of-command USS Enterprise skipper‘s last name is Honors, particularly since the end of his career in the US Navy (trust me, kids – he’s through) demonstrates a singular lack of honor, and of common sense.

If you haven’t been paying attention, here are the basic facts:

  • Capt. Owen Honors, who was executive officer (XO) of the Enterprise 2005-2007, and who took command of the ship last year, put together an “XO Movie Night” video in 2006. It had fun stuff in it like girl-on-girl shower scenes (using sailors under his command), verbal gay-bashing (using sailors under his command), and other light-hearted escapades.
  • The videos weren’t seen off the decks of the Enterprise, at least not by any news organizations, until Jan. 1, 2011 (Happy New Year, US Navy!) when they hit heavier than a tax audit.
  • Sailors who served under Honors (typing that phrase in this context makes me cringe) raced on over to Facebook, and put up a fan page for the skipper, which as I type this has over 11,000 fans.
  • Today, the Navy relieved Capt. Honors of command of the Enterprise.

I bring all this up not because I have family connections to six Naval Academy classes going back to 1916, including my dad (’44), my grandfather (’16), my brother (’85) and my cousin (a classmate of Capt. Honors ’83), and the fact that I was born in the USNA hospital on Hospital Point. Although that does give me a dog in this fight.

This is a perfect example of the dangers of diving into social media without some kind of social-media-SCUBA-gear. Or what could just be called brains.

If you shoot it, and post it ANYWHERE, even on a “secure” site, someone will watch it. And if they have access, they can download it.

If even ONE of those people is unhappy with you for any reason, they can fire off a video heard (and seen) ’round the world, and wipe out your career with one “play video” click.

If you shoot it on federal government equipment, and it resides on federal computers for any time at all, you’re double-screwed.

Want to spread a powerful message? Social media can be an outstanding tool for making that happen. Want to blow up your life, leaving collateral damage all over the map? Social media can help you there, too.

It’s up to you to decide which side of that line you want to wind up on. Act accordingly.

That’s my story, and I’m stickin’ to it…

Wikileaks, Clay Shirky, and the Thinkiness of It All

By Uncategorized

I’ve been fascinated by the Wikileaks/Afghan Papers story since it started to gain traction in June 2010. One of my gurus, the endlessly entertaining and thought-provoking Clay Shirky, posted a New Year’s Eve gift on his blog looking at the differences between the Pentagon Papers case and its 21st century doppelganger, Wikileaks.

Clay’s most cogent point – and he has many – is this one: there’s a big difference between “international” and “global” when it comes to actors in this little drama. The example he uses to illustrate this point: the difference between making LSD and cocaine. LSD can be made in a lab anywhere, therefore it’s global. As global as the distribution of cocaine is, it’s still tied to a place: the South American mountains where coca leaves are grown.

Bradley Manning, whose violation of the UCMJ means he’s screwed for at least a couple of decades, make him very much a “local” boy. Julian Assange, since he holds a passport – and all of us, in order to move around the globe, gotta have one of those – might be able to maneuver more easily than Manning, but he’s still under the flag of Australia. If they choose to either arrest him or revoke his citizenship…well, he’s screwed, too, since he’s just “international.”

Wikileaks, however, is the essence of “global” – servers all over ever’where, no one’s officially in charge, even if Assange is the creator and face of Wikileaks – so how on earth will anyone, even the US government, be able to prosecute a case against it?

Plenty of entertainment value in this story, still unfolding.

And that’s my story, and I’m stickin’ to it…

The Story on Healthcare Reform…After 11/2/2010

By healthcare industry

I attended a great Disruptive Women in Health Care event last week: Health Reform After the 2010 Election – Assessing the Viability of Health Insurance in the Aftermath of the Mid-Term Elections.

A big title, but it’s a big topic.

In a series of panel discussions, a varied group of healthcare policy wonks and a smattering of journalists offered their perspectives on what the future of healthcare payment & health insurance reform is, given that control of the House is now in Republican hands, and the Senate super-majority won by the Democrats in 2008 is history.

With the economy in the tank since before the 2008 election, and little to show for the massive injection of federal money to bail out the financial markets and the auto industry (other than a continuing 9+% national unemployment rate), it still seems quixotic that the Obama administration picked healthcare reform as its first big policy project.

Dan Gerstein, a Forbes columnist and former legislative aide to Senator Joe Lieberman, said during the first panel discussion, “this was a perfect storm of bad execution on the part of the Democrats.” With the economy and jobs a much larger, and more personal, issue to most of the electorate, the 9 months it took to push the healthcare reform act through Congress took a big toll on the public’s perception of the Obama administration.

Which, in turn, took a big toll on the Democratic Party’s results on Nov. 2.

Now, whither healthcare reform? It seems that the watchword will be replace, not repeal.

Nancy Johnson, who served 24 years representing Connecticut in the US House and is now a public policy advisor at Baker Donelson, said, “people are beyond parties now. Two things have gone fundamentally wrong: endless use of credit, which has led to fiscal collapse.” That translates to an unwillingness, particularly on the part of the states, to fund healthcare reform as it currently stands.

Now that the President will have to deal with a much less amenable Congress, Jim Slattery, a six-term Congressman from Kansas and now a partner at law firm Wiley Rein, said, “the President has a tough choice to make, and only a few weeks to make it. Confrontation or cooperation?” He noted that in a democracy, “compromise is a great substitute for violence,” but I wonder how much of a figurative beating the desire for systemic healthcare reform will take in the name of compromise.

Stay tuned on that one.

The second panel discussion spoke directly about the issue of health insurance: access/availability and affordability. One of the central issues facing the health insurance market is this: if the government is mandating insurance coverage, redefining the role of insurance agents and brokers will be an interesting battleground.

David Reynolds, President & CEO of Coventry Health Care in Maryland and Delaware, thinks that those agents and brokers would be ideal navigators of the new system. But how will they be remunerated for serving as navigators, particularly on the lower end of the market?

Slattery said that moving healthcare toward a utility model, where public utilities are private companies operating under public regulation on price and access, might be the right answer. Add to that the idea of moving the healthcare delivery system from an illness-treatment to an illness-prevention model and we might see some actual bending of the cost curve.

The session wound up with a discussion of what the insurance market might look like with the new Congressional landscape. Janet Trautwein, CEO of the National Association of Health Underwriters (NAHU), which represents more than 100,000 employee benefits and health plan management professionals across the US,  echoed Reynold’s statement that agents and brokers were valuable advisors to companies working to understand the impact of the healthcare reform act. She also noted that the staggering $1Trillion-with-a-T price tag of reform was just the government share of the financial impact of healthcare reform.

Leslie V. Norwalk, who served as Acting Administrator for the Centers for Medicare & Medicaid Services (CMS) in the George W. Bush adminstration, observed that companies might elect to pay the $2,000-per-employee fine for not offering healthcare coverage to their workers, since coverage typically costs between $3,000-$8,000 per employee per year. Even if they pay the fine, and offer their workers $1,000 each toward buying their own insurance, they’d at least break even – and they might save a significant amount of money.

Think of it from the perspective of a Fortune 50 who employs more than 100,000 people – get my drift?

Did the folks drafting the legislation even think of that possibility when structuring it? Were their calculators broken?

My take-away from the morning’s discussion – which I have to say I was delighted to have been in the room for – was that both sides of the aisle believe that the healthcare payment system in the US has fallen, and it can’t get up. The issue at hand now, with the new Congressional balance of power, is how to tweak/replace/re-tool needed reform without increasing the federal debt, and while simultaneously creating a system that truly offers access to all.

I’m a believer in the consumer-driven model, with HSAs for everybody. Encourage people to be active consumers, not passive meat puppets, when it comes to their health and healthcare. Will Congress agree? Stay tuned.

That’s my story, and I’m stickin’ to it….

Here’s some video of the morning’s events:

Disruptive Women Panel #1 – November 3, 2010 from Amplify Public Affairs on Vimeo.

The Story on Healthcare IT: Creating Connections

By healthcare industry, technology

The highest and best use of IT in healthcare is to create strong, healthy connections between doctors and their patients. One of the most critical pieces of that is giving patients access – both to their health data, and to their healthcare providers – along with permission to engage.

I wear two hats in the healthcare space: patient activist/advocate, and healthcare communications/media consultant. My healthcare-focused company WellCentrix is building a reputation for understanding both the business (doctors & other providers) and the customer (that would be the patients, not the insurers) side of healthcare.

I attended the Virginia chapter of the Health Information & Management Systems Society’s annual conference last week, and posted a wrap-up report of what I heard there over two days of sessions.

If you’re a patient – and we’re all patients, even doctors are patients – you might want to get some intel on what healthcare IT leaders are doing, thinking, and planning.

Click HERE to find out!

HACKED: The Douche Is Out There

By Uncategorized

This site – the main presence on the web for my business – was hacked by a group of losers who fly under the banner h4ck-y0u. They replaced my deathless prose (well, some of it is, at least IMO) with a handprint graphic and the theme from the X Files.

Jeez, kids, bored much?

I have to give both myself and GoDaddy some props – me for figuring out the MySQL fix via the WP Codex (speaking of hackers…); GoDaddy for actually providing real tech support, and it only took two calls to reach a dude named Brian who, to my utter surprise, really did help. Brian: new BFF. Srsly.

Bottom line? I’m working hard over the next couple of days to further harden my WP security.

Be warned: the douche is out there…

When Jet Blue’s Ship Came In, They Were At the Airport

By PR

Well, of course they were at the airport. They’re an airline.

My point is that by not responding quickly to the Steven Slater Beer-Slide incident, they’ve really missed the boat on kicking off a great conversation about and among an entire industry and its customers. The conversation is kicked off, and JetBlue is a major part of the story, but they screwed up a huge opportunity to manage a crisis well.

It took them TWO DAYS to formulate a response on their blog. In hiding behind the “we don’t comment on individuals” curtain, they missed a chance to become the Great & Powerful Oz of the air travel industry, at least in the customer-cabin-crew-connection-and-convo category.

What would I recommend to a company who finds themselves in the position that Jet Blue was in on Monday?

  • Offer a comment along the lines of “today’s events are offering us an opportunity to start a conversation across our industry about customer service and workplace conditions. If you’d like to share your views with us, [blog/email/Facebook/Twitter] – we welcome the chance to explore how we can improve our relationships with our customers AND our employees.” That doesn’t assess or assume blame, but it says you’re paying attention.
  • Monitor traffic, engage in conversations with heart but not an excess of passion (IOW, don’t pull a Slater).
  • Monitor commentary about your brand, and the individual who set off the situation. Respond only to direct queries by pointing them at your crisis-comms traffic cops mentioned in Bullet 1.

Jet Blue wasn’t completely silent. Unfortunately, the cries and whispers of the guy who manages their corporate comms Twitter feed got into a Twit-fight with Andy Borowitz (@BorowitzReport). In a battle of wits with a comedian, Jet Blue’s guy is an unarmed combatant. And he forgot the 1st rule of crisis communications: don’t say anything that will make the crisis worse.

You could wind up Dipstick Du Jour on Gawker.

I hope both Jet Blue and Steven Slater find their way through, and past, this slide down the barbed-wire fence of corporate celebrity. I also hope that other individuals, and the companies who employ them, find better ways to manage workplace stress.

That’s my story, and I’m stickin’ to it…

Dear Google: It Ain’t a Free Trial If You Charge Me

By media commentary

I have been a Google brand advocate for over a decade. Fell on their search engine like a starving dog when it launched in beta in ’98 (even then, they really were better than everybody else), and have enthusiastically jumped in on all their web-based tools as they’ve rolled out.

Since I switched to an Android-powered phone recently, and am trying to find the right tools to sync my Outlook contacts (almost 2K) with both my Droid and Google Contacts – backups to the backups, always available – I decided to investigate Google Apps.

Their Premier (paid) Edition looked like it was worth a try. And they offer a 30-day free trial. Or at least they say they do.

I signed up for the free trial. They asked for my credit card number, and I gave it – I’ve taken advantage of many free trial offers the same way. I use it, if I like it, I stay and pay. If I don’t like it, I cancel during the trial period.

Has always been easy…until Google Apps.

I was concerned when I saw a charge appear on my credit card account online almost instantaneously after I signed up for the “free” trial. How is it free if you’re charging me for it?

I followed the “Support” thread in an attempt to find why they’d charged me. This is all I got:

In case you can’t make out the text at the bottom, it says that even though it looks like I was charged, I wasn’t.

I beg to differ. $50 that has been taken out of my account is $50 I don’t have access to – which sounds like “charging” to me.

I canceled the trial immediately.

The charge IS STILL ON MY ACCOUNT ALMOST 36 HOURS LATER. Trying to engage with Google as a customer gets you lots of bot-generated “do not reply to this” email, but no actual customer service.

I’m very much not the only person to have been bait-and-switched by Google Apps. BTW, Google Apps Power Poster LMckin51 is answering lots of questions (badly) on this topic, but doesn’t seem to understand the concept of listening. Since s/he is a volunteer, I’ll observe that Google seems to like getting stuff for free themselves. To be fair, they do offer lots of free tools – but bait-and-switch makes me madder than Dick Cheney at a PETA meeting.

Sorry, Google – you have officially become the giant soulless representation of crappy customer service. I realize that, to you, I don’t even qualify as a gnat to your elephant. However, there are more of me (small business owners) than there are of you (giant soulless global corporations).

And I call bait-and-switch – saying something is one thing (in this case, free) when it’s really something else (in this case, $50 plus possible overdraft fees) – the essence of evil in business.

Don’t be evil? Don’t make me laugh.

That’s my story, and I’m stickin’ to it.

The (Real) Story on “Mad Men”

By Uncategorized

First, let me make this clear: I’m a big fan of the Emmy-winning AMC series Mad Men.

That said, I go through a veritable buffet of reactions during each episode – fear, loathing, fear AND loathing, and occasionally PTSD. The PTSD and the fear/loathing are inextricably intertwined,  due to the fact that I started my sojourn in the workforce in the mid-70s, when the captains of industry exemplified by Sterling, Cooper, Draper, and the rest of the boyz were running the show.

don-bob-gif image On Madison Ave., Main St., and everywhere else.

Being an XX in an XY world – the ’70s – meant dealing with behavior exactly like what was on display in last Sunday’s episode of Mad Men. All my bosses back in the day presumed that I was in the workforce to land a husband. And they assumed that my presence in their world meant that I was a perfect candidate for Bedroom Romper Room as pre-marital training.

I was still in college, working a part-time job, when a boss cornered me in the supply shelves and told me to put out, or get fired. Had he been less Aldo Ray and more Henry Fonda, I might have gone for it. He wasn’t. I was fired, and overjoyed about it.

The early days of the sexual revolution essentially amounted to guys assuming they had a right to hear “yes”, but grrlz had no right to say “no”. Starting in the late ’60s, and going up to – and through – the Age of AIDS, it was a never ending grope-fest. Seriously.

I was working in an ad sales division of a major broadcasting network by the late ’70s, serving a sentence as a secretary in exchange for NYU Film School tuition. (A rockingly fair deal.) The sentence-serving piece came from most of the guys in the office, who clearly believed that we office grrlz were there for their amusement, delectation…and occasional dictation.

I thought about that as Don groped Allison, his secretary, on Sunday night. I found myself wondering when Helen Gurley Brown’s Sex & The Single Girl came out – 1962, so I was right to hear an echo.

This past Sunday’s dark Christmas party Mad Men took me back to the Christmas party the network sales division threw in ’79, where I was forcefully propositioned by no fewer than 7 execs, all married, all drunk, all entitled. I managed to evade their desired result, but still felt like Allison did when Don handed her two crisp $50 bills – a whore.

I was putting up with bad behavior in exchange for a paycheck. Not a lot of alternatives at the time, more now but still not utopia.

I watch Mad Men with a strong sense of history, and that PTSD I mentioned before. Joan, Peggy, and Sally are the most interesting characters in the show, as far as I’m concerned. I worry about all of them, because I know what marriage for the sake of marriage does, what it feels like to sacrifice a personal life to a career, and how childhood hurts can morph into very bizarre behavior.

I’ll keep watching. And I’ll keep worrying. And I’ll hope that Joan becomes an account exec, that Peggy starts her own agency, and that Sally grows past her dark side…

That’s my story, and I’m stickin’ to it…