Category Archives: Communication

What is a good quote on writing skills and leadership?

Clear leadership, expressed in writing, creates alignment and boosts productivity. For example, in writing email, managers from the CEO on down must set an example by communicating exactly what they want, clearly, in the subject line or title and the first two sentences of everything they write. The workers reading it will just skip to the key facts anyway, so lose the filler and don’t waste their time.

….Clear writing uses well-organized, active-voice sentences to explain what is happening, what ought to happen, and what people need to do. Conversely, inexact and passive language reflects gaps in thinking…Requiring clear, direct, active language has two benefits. It forces writers to think through what they really mean and the arguments they can use to support it. And it makes smart people stand out. If you prize clarity, the clear thinkers will rise to the top. ~ Josh Bernoff (2016, Bad Writing is Destroying Your Company’s Productivity).

What 100,000 Tweets About the Volkswagen Scandal Tell Us About Angry Customers?

A critical component of managing a cyber security incident is crisis communication. Swaminathan and Mah (2016) recently published, “What 100,000 Tweets About the Volkswagen Scandal Tell Us About Angry Customers” in  the Harvard Business Review. Their analysis focused on more than 100,000 tweets related to the Volkswagen Scandal. Their conclusions are relevant to CISOs and their cyber-incident management plans.

The Takeaways :

  1. Incident management plans need to include an analysis of tweets. As Swaminathan and Mah state, “by analyzing the topics most frequently discussed, managers can better understand what consumers are discussing and apply appropriate recovery strategies.”
  2. CISOs need to collaborate with their partners in Public Relations in managing the communication with customers..
  3. Understand that tweets change in terms of volume, valence and topics over the course of the incident. The figure below illustrates the three major changes from Swaminathan and Mah

Capture_tweets