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Leadership Communications in the Digital Age


Title: PowerPoint Presentation Author: Rebecca Heneghan-Gonzalez Last modified by: rulonv Created Date: 7/10/2013 5:03:58 AM Document presentation format – PowerPoint PPT presentation

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Title: Leadership Communications in the Digital Age

Leadership Communications in the Digital Age
  • Vera Rulon MS RHIT FAHIMA FACMImimi
  • NYHIMA Annual Meeting 2014

What we will talk about today
  • Communication in the digital age
  • What does the data tell us?
  • Our differences and their impact on
  • Digital communications deep dive
  • Last word

Connected generation Perspectives from
tomorrows leaders in a digital world Insights
from the 2012 IBM Global Student Study
  • Social media will continue to grow, both on a
    personal and organizational level. The Internet
    is now the new place where business relationships
    are formed. United States student, age 21
  • We stand on the precipice of a paradigm shift
    into a fully connected society. We must not be
    afraid to embrace change. Those who can manage
    this will survive those who dont will perish.
    United States student, age 30

Social Technology Applications
Source McKinsey Global Institute, July 2012 The
Social Economy Unlocking Value and Productivity
Through Social Technologies http//www.mckinsey.co
iConsumer Digital Consumers Altering the Value
Chain McKinsey Company Six Significant
iConsumer Trends
Share of Usage
Trend 2008 2012
1 Device shift From PC to touch PC Mobile Tablet 78 22 0 57 33 11
2 Communications shift From voice to data Voice Email Social Other 39 42 15 4 27 36 26 10
3 Content shift From bundled to fragmented Mobile voice Mobile data 61 39 22 78
4 Social shift From growth to monetization Social Other internet 13 87 23 77
5 Video shift From programmer to user controlled Linear TV DVR, VOD, OTT 78 22 65 35
6 Retail shift From channel to experience E-commerce/ All retail 3.6 4.9
Authors Ewan Duncan, Eric Hazan, and Kevin Roche
retrieved August 6 2013 from http//www.mckinsey.c
What does the data tell us?
  • People are using digital and social media to
    communicate more than ever before!
  • Use of social media
  • In government
  • Almost all government agencies use facebook,
    twitter, You Tube, Flicker, and other social
  • In business
  • In healthcare
  • By consumers, healthcare practitioners

US Government Use of Social Media
Our differences and the impact on communication
  • Gender
  • Use of social media
  • Gender Differences in Internet Use Patterns and
    Internet Application Preferences A Two-Sample
    Comparison Eric B. Weiser. CyberPsychology
    Behavior. April 2000, 3(2) 167-178.
  • http//online.liebertpub.com/doi/abs/10.1089/10949
  • Girls collaboration, communication, research
  • Boys gaming and leisure

Respect the preferences of others
The answer to difference is to respect it.
Therein lies a most fundamental principle of
peace respect for diversity John Hume, Nobel
Peace Prize Winner, 1998 These wise words are
not always easy to live by. The poster to the
right, part of an advertising campaign of an
international bank, illustrates well how meaning
changes with your point of view. Neither is
right or wrong they are just different.
Connected generation Perspectives from
tomorrows leaders in a digital world Insights
from the 2012 IBM Global Student Study
  • While boomers usually view long hours as
    evidence of loyalty and hard work, Gen Y tends to
    try to have more work-life balance They expect
    to leverage technology to work efficiently
    instead of staying late in the office to get it
    all done. India student, age 22

  • Examples of cultural differences
  • Building cross cultural capabilities
  • Applies to working within the US as well

Working on Common Cross-cultural Communication
  • Six Fundamental Patterns of Cultural Differences
  • Guidelines for multicultural collaboration
  1. Different communication styles
  2. Different attitudes towards conflict
  3. Different approaches to completing tasks
  4. Different decision-making styles
  5. Different attitudes towards disclosure
  6. Different approaches to knowing
  1. Learn from generalizations
  2. Practice, practice, practice
  3. Dont assume
  4. Listen actively
  5. Respect others
  6. Suspend judgment
  7. Discuss the past
  8. Be aware of imbalances
  9. Know that cultural norms may not apply to the

Working on Common Cross-cultural Communication
Challenges by Marcelle E. DuPraw and Marya
Axner http//www.pbs.org/ampu/crosscult.html
Unconscious bias
  • We learn from each other
  • Tell it like it is
  • What you do in your science is what you should do
    in management
  • Two stages of straight talk
  • To yourself
  • With others
  • Own up to bias
  • Mind bugs

Dr. Mahzarin Banaji, Ph.D., professor of
psychology at Harvard University
Virtual Team Challenges Online Meetings
Virtual Team Challenges
How to Resolve Them
  • Having limited contact opportunities due to
    working across time zones
  • Lack of face to face communication means you see
    no non-verbal cues so its difficult to see
    peoples reactions

Communicate Brilliantly Recognize communication
as a critical success factor and aim to be
great at it!
  • Having little of no prior history of working
  • Time pressures put the emphasis on achieving the
    task at the expense of developing relationships
    and trust

Develop Trust Rapidly Work hard at trusting
others and at being trustworthy
  • Heavy dependence on technology to communicate
  • Varying levels of technical skill among team

Use Technology Effectively Choose the right tools
and learn how to make them work for you
  • Team members have diverse values and beliefs
  • Different work norms can cause irritation and
  • Challenging to build team cohesion and cooperation

Build Cross Cultural Capability Develop
awareness, responsiveness and ability to resolve
different perspectives
Digital Communications Deep Dive
  • Making the best use of facebook, twitter,
    LinkedIn, others
  • Online meetings and teleconference etiquette
  • E-mail communications best practices
  • Blogging

Social Media
  • Facebook
  • LinkedIn
  • Twitter
  • Others?

Virtual meetings cross-cultural tips e.g.
language and communication style differences
  • Encourage presenters to speak more slowly
  • Avoid jargon
  • Pause for questions more often
  • Encourage participants to ask a clarifying
    question and make suggestions
  • If possible, provide specific questions in
    advance and allow for responses in writing
  • Establish safe language
  • Any other ideas?

E-mail communications best practices
12 tips for better e-mail etiquette by Laura
Stack, MBA, CSP, The Productivity Pro
  • Be informal, not sloppy
  • Keep messages brief and to the point
  • Use sentence case
  • Use the blind copy courtesy copy appropriately
  • Dont use e-mail as an excuse to avoid personal
  • Remember that e-mail isnt private
  • Be sparing with group e-mails
  • Use the subject field to indicate content and
  • Dont send chain letters, virus warnings or junk
  • Remember that your tone cant be heard in an
  • Use a signature that includes contact information
  • Summarize long discussions

  • Be responsive
  • Write regularly
  • Tweet, facebook your blog

Last word
  • It is about technology but its more about
  • Appreciating our differences
  • Appreciate and leverage cultural and other
  • Know your unconscious bias and address it
  • Make no assumptions
  • Establish safe language
  • Embrace our new way of communicating!

Thank you
  • Leadership Communications in the Digital Era
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