In Chapter 15, authors talk about reputation and how a positive reputation can be built. For communications with in the organization or with other organizations having a consistent message with reliable information together with actions that back up the message the information are very important to establish credibility an build positive reputation.
At work, we had a senior manager who was in in charge of setting up guidelines, standards and procedures for IT support for all the customers with in the organization who sends out messages which are very descriptive and clear with very well laid out explanations on how to deal with a task or process. But most of the people in the organization do not really value his message or respect it. When discussing with other people i found out that are mainly two reasons for this one is that the tone he uses is the e-mails is very authoritative and lot of people who worked there for a long time have a issue with that and feel he tells people what to do but does not provide details why he wants it to be done in a particular way. The second one is lot of people pointed out instances where he himself was not following the procedures therefore they feel that it is not important. I think we need to make sure we are following the message we are communicating with others
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3 comments:
Tone and content of message. When you are the new kid on the block you need to mindful of others. On more than one occasion the web master at my organization replied to some emails from users within the organization regarding some web issues. In one particular email, the user asked if a name could be changed from the particular pull down menu on the web site. The web master replied with a long technical explanation about the process and what steps needed to be taken in order for this request to be completed.
The user contacted me and asked why the web master couldn’t just take care of this issue? I read the email and edited the content to reflect the essence of the web masters’ email. The reply I received from the user, “why didn’t he just say that?”
You present an interesting example, one that probably is not uncommon in organizations. SJSU's public affairs department recently a 60-page guidelines and standards document that all university units are supposed to follow. The guide covers topics such as logos, flyers, pamphlets, powerpoint slides and similar university material. The goal is to brand SJSU. Unfortunately, the PA department didn't consider that departments want to brand themselves as well. The guidelines are quite rigid. They don't leave much room for creativity. So I'm wondering if that isn't some of the push back the senior manager in your organization was getting.
Reputations and consistency go hand in hand. I've encountered many business counterparts with similar reputation to your senior manager. It doesn't take much to quickly gain disfavor for your work ethic/style and receive a bad reputation.
An interesting point that I've noticed is that the person with a bad reputation is rarely aware of it. I don't believe that a bad reputation is really a negative, unless it is both deserved and purposeful. A co-worker was known as a backstabber due to her taking credit for group projects. Once someone called her on that... she changed and the bad reputation quickly faded. She wasn't aware of her actions and her effort to change showed that the reputation was not deserved.
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