Remembering 9-11: Retrospective

In remembrance of 9-11, we thought it fitting to republish an experimental cover story about the atrocity from the perspective of concierges in Las Vegas, New York, and Washington D.C. The piece ran in a global hospitality executive and concierge trade publication the month following the attacks.

It was considered experimental in that some of the story telling was intentionally chaotic, weaving back and forth between people and locations, as a metaphor to the events that took place. What struck me about digging up the piece was that most of the communication we could employ today — message services, social networks, blogs, and front line e-mail access — didn't exist.

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Just before 9 a.m. (EST), Michael McCleary, chef concierge at the Willard Inter-Continental Hotel in Washington D.C., was told a plane had hit the World Trade Center in New York.

Had it been any other day, the report could have ben dismissed as a bad joke from the bell captain. It was not any other day.

"We didn't believe it," said McCleary. "So we looked on the Web and turned on CNN just in time to learn a second plane had hit the World Trade Center."

At the Four Seasons Hotel in New York, located on 57th Street between Park Avenue and Madison Avenue, concierges tried to retain their composure and calm guests.

In Las Vegas, concierges getting ready for work fixated on the atrocity as it unfolded.

"Having worked in hospitality for 17 years, I knew I had to get to work immediately," said Lorley Musiol, chef concierge at the Four Season Hotel in Las Vegas. "Details don't matter right away. Anytime there is a disaster, guests will immediately turn to concierges for reassurance and information."

As Musiol made her way to work, the details became self-evident: America was under attack.

Judith Becker called Copywrite, Ink. president and then Key News * Las Vegas editor Richard Becker, who had learned about the attack minutes before, to tell him his father had just called: McCarran International Airport has just been locked down, no one in or out.

Back in Washington D.C., the bell captain came running back into the hotel to report "The Pentagon's been hit!"

"There was a genuine concern because planes had been seen overhead," said McCleary, noting the hotel is half a block away from the White House and less than two miles from the Pentagon. "Guests were worried and confused. We remained calm under stress, got as much information as possible, and took turns running to the telephone."

Jaci Zweig, corporate concierge for The Howard Hughes Corporation, called her mom in Indiana before leaving for Las Vegas' major financial district.

Concierge Sunny Marsicano walked through the front doors of the Stratosphere, the tallest free-standing structure west of the Mississippi.

Margo Tully, who works on McCleary's team in Washington, tried to get a phone line out of the hotel.

Leslie Lefkowitz, director of public relations for the Four Seasons in New York, said her concierges did what everyone in Manhattan tried to do — comfort each other as one disaster led to the next.

Another crisis was in the works. Transportation was quickly grinding to a halt. Millions of people were suddenly stranded. And the front line for many hotels and resorts quickly became the concierge desk.

In Washington D.C., Willard Inter-Continental management made a decision to temporarily move more than 200 guests into the ballroom where they had set up a big screen television and message boards. Concierges remained at the desk, fielding as many incoming calls as possible.

"The phone lines were jammed with people trying to call and see if loved ones were okay," said McCleary. "We took calls and posted all the messages."

Outside, the Secret Service closed all vehicular access because of the Willard Inter-Continental's proximity to the White House. The hotel had implemented security measures, including guest-only access. As concierges, Tully said "Our priority was making sure our guests were accommodated by trying to keep some semblance of 'business as usual.'"

But business was not as usual.

In New York, concierges worked round the clock as dinner and theater reservations shifted to transportation inquiries. It would be days before concierges could help stranded guests leave, so they tried to help them make the most of it.

"One guest wanted to leave Manhattan as soon as possible," said Lefkowitz. "It wasn't easy, but the concierges somehow found a car that could take him to a luxury inn in Connecticut and then drive him to Atlanta the next day."

In Las Vegas, Musiol made the decision to provide as much information to guests as possible. A television was immediately brought over to the concierge desk and a flip chart with containing all pertinent information was posted as it happened. Within hours, management delivered a letter to every room advising guests to stay and turn to concierges as a primary resource.

"We had a guest receive a call right after the attacks to find out his son had been in a go-cart accident and could lose his hand," said Musiol. "We found him a car and helped guide him across the country. As soon as the first flights resumed, we helped him find an airport so he could fly the rest of the way."

Without air travel or Amtrak (there is no station in Las Vegas) and only limited Greyhound routes, car rentals became rare and then impossible: most companies imposed a Nevada resident-only and no one-way travel restrictions on the few remaining vehicles. It would be days before such restrictions relaxed. When they did, the Four Seasons and Bellagio Las Vegas teamed together, proving guests an opportunity to drive home with someone. Similarly, when Stratosphere guests had family from other cities arrive to pick them up, extra seats were extended to others headed toward the same destination.

"At first, everyone was in disbelief," said Marsicano. "We didn't have time for anything except caring for guests; some needed prescriptions, everyone needed information. We had to get it."

As Southern Nevada Hotel Concierge Association (SNHCA) members established a phone tree, Becker suspended all commercial assignments in favor of developing a centralized crisis communication center for concierges, with blast faxes released every two hours.

The information included reports from inside sources, unreported wire news, sales associate-turned-reporter updates, and most importantly, SNHCA members news: the Hyatt Regency reduced rates before the citywide hotline was established; Bellagio Las Vegas became a consistent and reliable source for show updates; Stratosphere and Northwest Airlines became the first to offer specific flight information; and dozens of members contributed something anytime they could.

"I have never met a more dedicated group willing to make personal sacrifices to help others ... hundreds of thousands of visitors," said Becker. "The ability to establish a week-long communication network linking more than 30 properties with shared information in less than one hour is a confirmation that this profession works for Las Vegas. I can only hope that properties recognize the value and that properties without concierges reconsider their importance ... not only as professionals dedicated to serving guests but also as an important component in any strategic communication plan. These professionals are the best suited to serve on the front line of any crisis, regardless of the size, scope, or circumstance."

Since September 11, concierges have continued to show resolve, assisting in everything from fundraisers to grassroots letter writing campaigns to encourage travel to Las Vegas. Zweig has even taken to selling patriotic buttons made by acting head of security Jerry St. Vincent. All proceeds are donated to the American Red Cross.

"We sold 20 or 30 the day after and have since raised more than $750," says Zweig, who serves tenants that include companies that suffered the greatest losses on September 11. "It is not a lot, but it seems to lift spirits."

It is everything. It is another ray of light shining out of the darkness; one of many efforts Zweig has supported. And for every person touched by similar seemingly simple acts that truly represent courage, hope, and clarity by concierges, more will benefit. In service through friendship.

***
Never forget, not only for those lost but for all those who showed resolve for a brief moment in history when the country, and the world, was unified. Remember it, because we haven't seen such much unification on any issue since. And many fail to remember the simplest details, such as that 9-11 wasn't a tragedy, it was an atrocity. Good night and good luck.

Creating Crisis: Consumer Experience

Last month, Maytag faced some fallout when it recalled about 46,000 refrigerators under the Maytag, Magic Chef, Performa by Maytag and Crosley brand names, due to a fire hazard. The recall comes on the heels of about 1.6 million similar refrigerators being recalled in March, according to one Associated Press story.

In the wake of the latest recall, Heather B. Armstrong was having a problem with another Maytag product, as she described in her colorful post about life in general. For the most part, and this is not a criticism, it was the kind of post many social media experts or public relations professionals operating in social media would have dismissed (at a glance, unless they have had some experience with mommy bloggers, especially influential ones).

It might have remained dismissed despite Armstong being a popular author and one of the most influential women in the media, but then Armstrong took her complaint to Twitter after a customer service provider shrugged off the warning. On Twitter, she has 1.2 million followers. And on Twitter, Maytag listens.

Every customer service issue is a potential public relations nightmare.

While there are many ways to view the story, ranging from how customer service yields better results or never underestimate who might be on the other end of the phone line or even the concept of "blogger blackmail," the broad based lesson has very little to do with any of that and much more to do with communication integration.

While it used to be companies could assume that customer service calls were private and celebrity/media push back was recoverable by knowing who was placing the call, information is seldom isolated to a single experience. On the contrary, any experience can be shared in real time with hundreds or thousands or millions of other consumers.

Right. That person standing in a long line as two clerks chat up the weekend? There is a near equal chance that they could be tweeting or posting the experience as they wait. Sometimes they do it to kill time. Sometimes they do it to be heard. And sometimes they do it to lead a charge against companies for no reason at all.

This isn't a new challenge as some people claim (investigative news used to do all this for us), but it is growing with frequency and ferocity, even when some claims are unfounded.

Take the recent Feedburner outcry. A small computing error resulted in hundreds of bloggers speculating that Google was no longer counting Friendfeed subscribers because Friendfeed is now owned by Facebook. Or the hype from social media and media coverage about a "massive" boycott against Whole Foods. It's safe to call it hype given that the group has long since puttered out. If anything, it's helped Whole Foods find new customers.

The real questions to be considered are threefold.

Companies might consider that customer service and frontline communication is bumping up against public relations more and more often. Public relations professionals might rethink cheering this direction on because as it will eventually make their service a mere commodity (if everyone is responsible for social media/public relations, then what value will professionals bring to the table as opposed to the call center/online teams that are being developed at some companies). And, long term, consumers might eventually lose as the credibility of orchestrated mass movements occur with enough frequency that tweeting "bad service" becomes as mundane as fire drills at public schools.

None of this is meant to suggest that Armstrong wasn't justified in sharing her experience. (She was, though it might have seemed more genuine had she not warned the company that its lack of action would result in an action.) But just as post-Jericho and -Veronica Mars show cancellation protests lost steam, there may be a day when customer complaints and public outcry become so commonplace, they just don't resonate.

Who knows? That might already be becoming the case, given the outcry over Ikea fonts.

Flailing Buzzwords: Accountemps Survey

A few weeks ago, Accountemps released the results of a telephone survey that asked senior executives "What is the most annoying or overused phrase or buzzword in the workplace today?" The winners are all those you might expect, with eight of the eleven most frequently employed by social media advocates.

• Leverage
• Reach out
• It is what it is
• Viral
• Game changer
• Disconnect
• Value-add
• Circle back
• Socialize
• Interface
• Cutting edge

How does buzzword fatigue come about anyway?

The two most common culprits are innocent adoption and lazy communication. Clients, ad agencies, public relations firms, etc. read or hear someone use a buzzword (sometimes correctly) and misapply it so they can "sound" equally important or begin to adopt it, unknowingly, into their own language until so many people use it that our ears get tired.

While general adoption is harmless and unavoidable (the result of a living language), communication duplication is costly. For example, once upon a time, being a leading company used to mean something. Unfortunately, after every company in every industry included it in their definitions by qualifying it (one of the leading companies), narrowing the definition (a leading company in Acme City, west side), or downright lying about it (a leading company ... based on floor space, heh). Those folks undercut our ability to use "leading" even when a company really is the leader.

After all, some company, somewhere, really is the leader. Some people really do practice strategic communication. And Apple, for example, really did apply cutting-edge technology to produce an iPhone (whereas Palm Pre really did not, at least not its own.) And so on.

In general, there is a simple enough solution. If you notice everyone in an industry is using a particular word, unless it's a recognized definition, just drop it early. Chances are if it isn't compromised as a buzzword when you adopt it, it will be in a few months.

Any guesses on what might be next? I have a few ideas, but I am always looking for new ones too.

Recognizing Literacy: A Student Success Story

As seen through the eyes of people who can read.

In 1990, Tommy Gray could not fill out a job application, draw money out of his bank account, or purchase groceries without easily identifiable pictures. Today, he can accomplish all these tasks that most take for granted. In fact, Tommy not only reads and writes, but actively supports the program that continues to teach him how to read — Computer Assisted Literacy in Libraries (C.A.L.L.).

“When you learn one word, it’s like someone giving you a hundred dollars and saying you don’t have to pay it back,” Tommy said. “It makes you that happy.”

A recent recipient of the Nevada Literacy Coalition’s “Outstanding Student Award,” Tommy has appeared in newspaper articles promoting the program, regularly attends C.A.L.L. support network meetings, and frequently teaches others how reading will not only help them secure a job but change their lives. He is one of several hundred students benefited by Southern Nevada Literacy Coalition member programs.

As seen through the eyes of those who cannot.*

In 1990, Ypzzu Htay, Las Vegas, vpilf mpy goaa out a kpn sqqaovayopm, ftse zpmru piy pg jod nsml svvpimy, pt qitvjsdr htpvrtord eoyjpiy rsdoau ofrmyogsnar qovittrd. Ypfsu, jr vsm svvqzqaqsa saa tatst tssas tast zqst tsat aqt atsmtta. In asvt, Tqzzy mqt qmay ttsas sma wtqtts, mut svtqvtay suqqqtts tat qtqatsz tast vqmtqmuts tq ttsva aqz aqw tq ttsa — Vqzquttt Sssqstta Aqtttsvy qm Aqmtstqts (C.A.L.L.).

“Watm yqu atstm qmt wqta, qt’s aqat sqztqmt aqvqma yqu s aumatta aqaasts sma ssyqma yqu aqm’t asvt tq qsy qt msva,” Tqzzy ssqa. “Qt zsats yqu tast asqqy.”

A ttvtmt ttvqqqtmt qa tat Nevada Aqtttsvy Vqsaqtqqm’s “Qutstsmaqma Stuatmt Swsta,” Tqzzy ass sqqtstta in mtwsqsqtt sttqvats qtqzqtqma tat qtqatsz, ttauastay stttmas C.A.L.L.suqqqtt mttwqta ztttqmas, sma attqutmtay ttsvats qtatts aqw ttsaqma wqaa mqt qmay ataq tatz stvutt s aqm mut vasmat tatqt aqvts. At qs qmt qa stvttsa aumatta stuatmts mtmtaqtta my Squtattm Nevada Aqtttsvy Vqsaqtqqm ztzmtt qtqatszs.

*Based upon readers tested at CASA Skill Level A or ESL 2, as presented in the Southern Nevada Literacy Day Dinner by Copywrite, Ink., circa 1999

As seen through the eyes of those who want to make a difference.

Please visit and read a few posts from the hundreds being submitted by bloggers at BloggersUnite.org or search for more than 250,000 posts that have already been published today. A special thanks to the Price Group, Great Advertising, Clever Ads, APPLE Partnership, the City of Henderson, and other sponsors for their early support.

Diagnosing Medical: Where Las Vegas Hospitals Miss

With more than 80 percent of all patients looking for medical advice online, up 31 percent from two years ago, one might conclude the medical community would be among the most likely and best suited to provide medical information online. But based on a cursory study commissioned last July, we found the majority of hospitals in the Las Vegas metropolitan area are absent.

Instead, area hospitals seem to be mostly reliant on traditional push marketing, with an emphasis on proximity. In fact, only one of 11 hospitals is experimenting with social media, and that one hospital has a program than can best be described as confused. They launched it, but don't know what to do with it.

From a broad perspective, the apparent absence of the Las Vegas medical community online is creating a deficit against any ROI on traditional communication. Specifically, they cannot spend enough offline or benefit from enough earned media to offset the growing negative impressions related to each hospital nor the Las Vegas metropolitan area as a whole.

Five Specific Consequences For Online Absenteeism

• It drives the general public to consult other medical opinions that primarily consist of two types: moderated forums, which provide opinions from medial experts (guest authors with widely varying degrees of vetted and unvetted experience); and unmoderated forums and bulletin boards where visitors share their experiences and provide patient-to-patient support and consult.

• It creates a disproportionate amount of negative impressions online, resulting in long-term brand damage. Specifically, one hospital earned 10 negative reviews and no positive reviews in a 90-day period, and all hospitals received more negative than positive reviews.

• It impacts the entire medical community, with jokes being made by neighboring markets. In one case, a medical professional in a neighboring market joked that they place bets on how many Las Vegas residents would fly in for second opinions and/or primary consult because of their general distrust of area expertise.

• It hinders the community's ability to recruit quality nurses and attract medical practitioners as potential employees are more likely to find negative reviews, commentary, and conversations that place a consistent emphasis on staff shortages, unfriendly medical staff, long waits in emergency rooms, and lack of medical expertise.

• It hinders the ability to find area hospital Web sites, which are most often designed as unsearchable modulated sites with an emphasis on the wrong messages. Specifically, area hospitals talk more about their vision, values, associations, accreditations, and awards than they do about the care they provide or any medical expertise. In sum, they address issues that customers are least likely to search for when they are considering a hospital.

Current Traffic And Traditional/New Media

As part of the report, we ranked area hospitals in terms of total Web traffic (provided below), but even more interesting, research revealed that most site visitation lasted between 1.8 and 4.4 minutes (2.5 minutes was the medium) and many missed their primary demographics.

In addition, most were not frequently mentioned by mainstream media or social media, with exception to recruitment (e.g., openings), standard news (e.g., promotions), event news (e.g., union disputes), and negative patient reviews. None of those mentions linked back to the hospital's Web site, leaving each hospital with a neutral to negative public sentiment.

1. St. Rose Dominican, ranked 6th in social media/media mentions
2. Sunrise Hospital & Medical Center, not ranked in social media/media mentions
3. University Medical Center, ranked 5th in social media/media mentions
4. MountainView Hospital, ranked 7th in social media/media mentions
5. Desert Springs Hospital, ranked 1st in social media/media mentions
6. Summerlin Hospital Medical Center, ranked 4th in social media/media mentions
7. Valley Hospital Medical Center, ranked 2nd in social media/media mentions
8. Spring Valley Hospital Medical Center, not ranked in social media/media mentions
9. North Vista Hospital, not ranked in social media/media mentions
10. Southern Hills Hospital & Medical Center, not ranked in social media/media mentions
11. Centennial Hills Hospital Medical Center, ranked 3rd in social media/media mentions

A Solution That Moves Beyond Hospitals In Las Vegas Market

Whether hospitals are unwilling or unable to implement online communication programs (or benefit from effective public relations) is less important than what it might mean for the area medical community. Currently, area hospitals tend to set the pace for perception. However, any number of professionals could shift online conversations and information away from the hospitals and toward their areas of specialty.

Quick care centers, medical specialists, and other practitioners could implement social media programs that help fill the growing need for medical information online while minimizing the apparent communication deficit being created by hospitals. Over time, even without the support of area hospitals, the market could begin to reverse its medical reputation, assuming the best professionals pursue the opportunity.

Beyond the medical community, such cursory research reaffirms how social media still has an impact even if companies within a sector or industry do not develop a program. As long as the general public seeks out information online, it determines who they receive information from, what type of information they receive, and the quality of the opinions they formulate.

The cursory report is available upon request. Breakdowns of each area hospital are also available with lead time.

Considering Effectiveness: Face-To-Face vs. Technology?

According to a new survey conducted by J. Spargo & Associates, Inc., meeting planners believe that technology cannot replace specific benefits related to face-to-face meetings. However, based upon the six benefits meeting planners said cannot be replaced by technology, those surveyed demonstrate that while they are right in general, their conclusions only demonstrate they may not be using technology to its full potential.

What Meeting Planners Said Technology Cannot Replace

1. Socializing and networking spontaneously. Half True. Social networks do provide a social outlet and spontaneous networking built around topical interests and an opportunity to learn more about people on a social basis. However, face-to-face does provide an opportunity for participants to experience something beyond other connection points. Where social networks win out is in the ability to establish more consistent engagement.

2. Helping attendees best put names with faces. False. Actually, social networks and blogs that include accurate photos and full names can be more powerful than meetings. Anyone who has attended any conference consisting of social network participants and bloggers know that when they meet face-to-face, social networking not only makes people immediately recognizable, there is an immediate connection that would require dozens of face-to-face meetings to establish.

3. Allowing more free and open dialogue between attendees and vendors/presenters. Half True. Social networks and blogging can create a free and open dialogue between attendees and vendors/presenters, particularly on networks like Facebook. Where face-to-face might win is often in the depth of the conversation and provide the ability to enjoy a private and candid dialogue (assuming someone won't post it later).

4. Training effectively via live and personal interaction. False. While face-to-face can provide an effective arena for training via live and personal interaction for some skill sets, Webinars and online presentations have come a long way and sometimes provide better retention as the formats require more focus.

5. Paying greater attention to others when face-to-face. False. As mentioned, Webinars and online training can provide more focus on the material being presented as opposed to conducting meetings where note passing/texting/breaks often become more important than the material. Online meetings eliminate the emphasis we place on body language.

6. Engaging in real-time conversation that is not interrupted by technical glitches. False. Anyone who has spoken in enough forums knows that face-to-face meetings that include any audio-visual component have an equal opportunity to be set back by technological glitches. It's why most people never speak unless they have a contingency plan.

Technology And Face-To-Face Work In Tandem

There seems to be ample discussion that centers around the concept that face-to-face and technology can operate independently of one another. On the contrary, they tend to work best in tandem. Here are six examples:

1. Face-to-face provides a greater opportunity to establish corporate culture, with technology providing a means to reinforce it.

2. Face-to-face provides a greater opportunity to conduct impromptu gatherings after structured events to discuss what was learned, and technology (instant message services like Twitter) can be used to help facilitate it.

3. Face-to-face clearly provides a better venue to communicate change, deliver bad news, and provide meaningful recognition, with technology allows such information to recapped, defined in depth, or shard beyond the face-to-face audience.

4. Face-to-face deepens relationships in that online relationships, even those that seem intense, are sometimes turned on/off as easily as a television program. Conversely, as noted, technology increases the opportunity for engagement between such meetings.

5. Face-to-face provides a 360-degree view of how people interact whereas technology tends to provide a glimpse of how people think. Both are equally important.

6. Face-to-face education can provide some tactile advantages in teaching someone how to do something whereas technology provides an ability to review specific sections of the material over and over again. Sometimes, it takes less time.

I always chuckle when someone runs in to me someplace and then follows up with a note that says it was great to see me in "real life" as if online communication is somehow artificial. As communicators, we can serve our clientele better by looking at how to bridge face-to-face and online communication rather than think the two streams somehow work against each other.

Harvard Business Publishing recently released an update entitled "Creating and Sustaining a Winning Culture" by Paul Meehan, Darrell Rigby, and Paul Rogers. In the article, the authors use Sydney, Australia–based St. George Bank as an example, the CEO broke down departmental silos by bringing executives together to jointly define a new culture and then allowed the executives to drive that message into the organization with a singular voice.

Considering this example of effective culture building as it relates to face-to-face meetings vs. technology provides an opportunity to chart an effective approach using both. Had it been available, St. George Bank could have defined the message after face-to-face meetings, allowed the executives to deliver the message, reinforced these messages via online internal and external communication channels, and encouraged cross-departmental interaction.