Logos team blog posts

When Rumors Have Legs

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It was like a bad game of telephone. An old Chicago Tribune article about United Airlines filing for bankruptcy protection in 2002 either did or didn’t reappear on the Web site of the South Florida Sun-Sentinel newspaper last weekend. United says it did, the Sun-Sentinel says it was an old archived story that was mistakenly picked up by Google as a new story after it appeared in its “Popular Stories” section. (Read Google News’ explanation here.) A research firm, Income Securities Advisors, found the story when it did a search on bankruptcies. The research firm then posted it on Bloomberg News, thinking it was breaking news.

Innocent mistake? Well, instead of mishearing the details of the weekend from a friend of a friend of a friend (and no one being the worse for wear), the airline suffered a nearly 75% loss of the value of its stocks in less than an hour before trading was halted on Nasdaq. The stock ended up mostly rebounding by the end of the day – once United corrected the reports and trading resumed – but still closed at a loss.

Everyone is now pointing fingers, and the SEC has begun an “informal investigation” into the matter. Read more

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Emotions are Stubborn Things, Part 1

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“Facts are stubborn things; and whatever may be our wishes, our inclinations, or the dictates of our passion, they cannot alter the state of facts and evidence.”
— John Adams, ‘Argument in Defense of the Soldiers in the Boston Massacre Trials,’ December 1770


By now, as we face the final run-up to the November election, most of us have heard more than enough about the presidential horserace. Lately, though, I can’t get a certain politically embedded mantra out of my head. So, with that as my mental soundtrack, I’ll share a few thoughts on politics and communication.

“Facts are stubborn things.” Have you heard this one?

It’s one “sticky” phrase. At least three presidents, including John Adams (see above), and one former presidential candidate (who will remain nameless) have warned us about the redeeming intransigence of facts, and legions of pundits and citizen bloggers have chimed in for the chorus during the current election cycle. Google “facts are stubborn things,” and you’ll get 71,800+ results, most of which landed in cyberspace in the last two years.

So, here’s my question: Are facts the only stubborn things?

Read more

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Humility Update: John Edwards

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Here We Go Again

This blog has noted that without a dollop of humility, leaders are at risk of humiliation.

Also that most crises are self-inflicted, and that the timeliness and quality of the response are more predictive of reputational harm than the severity of the underlying event.

We see all three of these principles at play in the John Edwards scandal. Read more

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Worth Reading: Countering Violent Extremism: Beyond Words, by Amy Zalman, Ph.D.

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Countering Violent Extremism: Beyond Words
by Amy Zalman, Ph.D., EastWest Institute.

Words matter.

Words shape world views. Words provoke action and reaction, which in turn provoke more words. Getting the words right is critically important. Getting the action right is also critically important. And aligning the words and actions is even more important.

Much public diplomacy and other national and international discourse of the U.S. government in recent years has gotten it wrong.

A new policy paper by a Dr. Amy Zalman, published by the EastWest Institute, highlights the mis-steps of the recent past and prescribes solutions for future public discourse.

Dr. Zalman is a senior strategist at Science Applications International Corporation (SAIC), where she focuses on trans-culturally astute research for U.S. government clients. She also writes the “About Terrorism” reference website for New York Times online division About.com. She has a Ph.D. in Middle Eastern and Islamic studies from NYU and is highly proficient in Arabic. I met her when we were NYU faculty colleagues.

In reading Dr. Zalman’s assessment of and prescriptions for future public diplomacy I was struck by how much her underlying philosophy aligns deeply with Logos Institute’s own philosophy about communication as an instrument of strategy. And also how her assessment provides valuable insights not only on ways to counter extremism, but also on best practices in strategic communication across a range of disciplines. Read more

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Rumor Control: Keeping Momentum in a Presidential Campaign

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Senator Barack Obama yesterday announced an effort to deal with rumors in a timely way, to prevent them from taking hold and throwing his campaign off balance.

He’s right to be so concerned. Rumors can throw a presidential campaign off its game, and provide adversaries, critics, and opponents with a first-mover advantage that’s hard to beat. The last 20 years teach a great deal about the importance of effective rumor control.

The Secret of Quick Response

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What Happened? Propaganda

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What Happened: Inside the Bush White House and Washington’s Culture of Deception, by Scott McClellan

Almost 20 years ago I was head of communication at a major company, and I spent much of every day speaking with reporters. The deal I had with the CEO was straightforward: “I won’t lie to you; I won’t lie for you; you can’t lie to me.”

At one point my boss lied to me, hoping I would pass the lie on to the press. I called him on it, and he promised not to do it again. Then he did it again. I unknowingly passed the lie on to reporters. They found out, and called me on it. So I quit.

Leaving my job wasn’t a hard decision, even though it was a painful one. Among other things, my wife was pregnant with our first child. And I didn’t have another job to go to. But it was one of the best decisions I’ve made.

Then as now I taught communication ethics in a graduate program at NYU. And one of the perennial questions of communication ethics is: When is it necessary to quit? I don’t suggest that there are easy answers. Every circumstance is a bit different. And it’s a highly personal choice. But there are consequences to making the wrong choice. And we all have to own the consequences of our choices.

Comes now Scott McClellan, in a tell-all book about his time as press secretary for President George W. Bush, that will be published next week. Read more

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The Ruggie Report on Business and Human Rights: Lessons for Leading Companies

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Harvard professor John G. Ruggie has submitted his third and final report to the United Nations Human Rights Council in his role as Special Representative of the UN Secretary-General on the issue of human rights and transnational corporations.

The Ruggie Report is an important benchmark that captures current mainstream thinking on key business and human rights challenges. Ruggie’s recommendations are likely to influence businesses, governments, and non-governmental organizations working to improve corporate human rights performance. Companies seeking to meet stakeholder expectations for corporate responsibility should become familiar with Ruggie’s work.

Read more

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Humility Update: Pope Benedict XVI

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Pope Waving

Pope Benedict XVI dazzled New York and Washington this week, both with the majesty of his office and with his personal humility. The latter confounded expectations.

I have not been a particular fan of the man who is now Pope. When he was known as Cardinal Joseph Ratzinger, head of the Vatican’s Congregation for the Doctrine of the Faith, he was considered by many to be the then-Pope’s enforcer. In November, 2002, some six months after the Boston Globe broke the story of systemic problems of child sexual abuse in the US Church, Cardinal Ratzinger said, according to the New York Times:

“’In the United States, there is constant news on this topic, but less than 1 percent of priests are guilty of acts of this type,’ he said in November 2002 during a visit to Spain. ’Therefore, one comes to the conclusion that it is intentional, manipulated – that there is a desire to discredit the church.’”

Read more

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Corporate Responsibility in Global Supply Chains

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Many leading corporate responsibility efforts are the result of stakeholder pressure on companies to improve labor conditions in their global supply chains. Since the 1990s, industries ranging from apparel, sporting goods and toys, to food, manufacturing and technology, have sought to demonstrate responsibility through supply chain compliance programs. Supply chain best practices – codes of conduct, independent monitoring, public reporting, and collaboration with nongovernmental organizations – have shaped stakeholder expectations of corporate responsibility initiatives generally, often setting the bar for other companies and industries.

Supply chain best practices continue to emerge. Key challenges for today’s leading companies include:

• Moving beyond monitoring to focus on supplier training and education;
• Addressing “code and monitoring fatigue” by consolidating brand, industry and multistakeholder compliance efforts; and
• Finding ways to demonstrate (and reward) improved social and environmental performance al all levels of global supply chains.

Current issues in the sourcing world were the focus of Intertek’s Ethical Sourcing Forum North America earlier this month. Intertek provides auditing, testing, quality assurance and certification services for multinational companies, so the conference had a decidedly corporate perspective, emphasizing current corporate compliance efforts and attracting attendees responsible for supply chain management.

The opening panel provided a valuable survey of current trends by three experts on the challenges of responsible sourcing.

Marcela Manubens, Senior Vice President, Global Human Rights & Social Responsibility at Phillips-Van Heusen, noted that: Read more

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Humility Update: Elliot Spitzer, the Iraq War, and Lessons for Leaders

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Oh, how the mighty have fallen!

Economist Spitzer illustrationOne week ago Elliot Spitzer was governor of New York, working hard to overcome an admittedly rocky first year in office. Today he’s gone, felled by a prostitution scandal that has all the markings of Greek tragedy.

From the moment the news broke last week, I’ve received dozens of e-mails from students, clients, friends, and blog readers asking whether/when I would post about the governor. I held back, for several reasons. First, what can one say in the moment that isn’t in very bad taste or already said? Second, I didn’t want to seem to be piling on. And third, I felt sympathy for the human beings affected by his behavior: certainly for his family; even for Mr. Spitzer; also for the then-unidentified woman, whose photo has now been splashed all over the papers, including the online versions of those sensationalist tabloids the New York Times and Wall Street Journal.

But from a modest distance, some lessons now begin to emerge. One of them is this: Absent a dollop of humility, there’s a substantial likelihood of humiliation. Read more

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