I’m wondering if it has ever been the case in human history whether something that has been invented fills virtually no needs, serves very few useful functions, and solved almost no significant problems while causing many? That seems to be the case with some (not all) social media. It is indeed a phenomenon in search of functions and purpose that is driven not by solving problems, but from the BUZZ it creates by itself.
I can’t think of anything in my lifetime that is similar.
Pleased to announce the general availability of the Third Edition of Defusing Hostile Customers Workbook (Public Sector). We tightend up the writing, cut down on pages, added strategies for using social media, and speaking to hostile groups, and even prettied it up.
It’s available on amazon.com using the link below. We’ll probably be selling it direct but not for a few weeks, and the electronic version will also be available in the next week or two. I’ll try to post the table of contents for you.
Later this year McGraw-Hill will be publishing the second edition of Perfect Phrases For Performance Reviews. It’s a bit of a departure from the first edition and the other books that we compete with, so I felt it was a good time to share the preface to the new book. I’d be interested in comments, since the book is not complete yet.
The Most Important Preface You Will Ever Read
From 2001
I wrote:
On 8 Aug 01, at 16:56, Julian wrote:
>
> Hello
>
> Is anyone familiar with Alfie Kohn’s book ‘Punished by Rewards’ or his
> general thesis that “extrinsic motivators in the workplace are not only
> ineffective but often positively counterproductive”. Generally speaking
> the idea is if you offer incentives this will demotivate and stifle
> creativity. There are other authors who agree with Kohnyet the
> prevailing thought appears to be swinging away from such a view.
Julian, here’s the deal. Kohn is a writer, and has no training in research
or the interpretation of research. He over-extends his conclusions beyond
the data. I took the liberty of looking at some of the studies he cited to
support his contention. Several I looked at could actually be interpreted
as disproving some of his contentions. Others simple weren’t relevant or
were badly designed.
Per some requests, I’m pulling together some material related to the credibility and accuracy of some of Alfie Kohn’s work, and in particular his work on the effects of punishment and rewards. Some I wrote, some others.
Some comments on Alfie Kohn, Punished By Rewards
I’ve read thousands of blog posts and Tweets praising Twitter and how powerful it is as a customer service tool. It’s not, and it’s SO obvious that it’s not that it’s baffling why otherwise seemingly intelligent people don’t seem to see through this. Twitter offers NO advantage over any other means of providing customer service. It’s not technologically advanced. If anything it’s old technology recycled and re marketed. Participation on Twitter and other social media platforms GENERALLY increases overhead, and while it may be seen as a business necessity (perhaps wrongly), it sure as heck cannot be shown as a superior tool.
Here’s an example. You. Go here and read this anecdote about Westjet. Yes, it’ll open a new window so you won’t lose your place. Go on. Shoo.
McGraw-Hill will be releasing the 2nd edition of Perfect Phrases for Customer Service and I’ll be adding sections on social media and one for managers/owners.
I would really like input from those delivering customer service via social media, and customers using it. Please comment to this (below). ANYTHING of relevance is appreciated, and if I find what you write informative YOU will (if you like) receive credit in the acknowledgment section of the book. If you want that credit leave your name and affiliation in comment.
Robert Sternberg is a cognitive psychologist and Dean at Tufts University, and is known for his theories on intelligence and creativity. In these segments Robert and Rx Jung talk about:
Percontations: Intelligence and Beyond
Dr. Russell Ackoff is considered by many to be the father of systems thinking. Definitely worth getting into and understanding. Here are some videos of him speaking. We’ve posted the series so you don’t have to hunt them all down.
1) Systems Thinking – Part I
Just posted a comment on Why Elearning DOES Work It’s a partial answer to the title of this post.
I’ve reproduced it below: Continue reading