Creative Blog - Rettew Creative

What is next for GoogleOnMain? Standby and Listen!

Well…it has officially happened and now nine days after the big event ( tons of local, regional, and national press) and finally with a big wrap-up party at the Warehouse Theater, it is time to say…what is next? First off…it needs to be noted that Aaron von Frank and all those who made this event a success should be proud. But now, what is next and what happens after the hype. Well, for starters…sit back and wait to here what Google is planning on doing.

The whole purpose of this event was to publicly solicit the opportunity to be one of the chosen cities for Google to invest billions of dollars into a fiber infrastructure. Now, while they are still doing their due diligence, Greenville, SC is sitting back and wanting more. This little idea that turned into a big idea has now built a community of innovators into a community of believers…”We can get the attention of a big group like Google.” Now is not quitting time….it is actually time to keep on pushing forward and taking the nicely branded idea “We Are Feeling Lucky” (nice job btw by Spike Jones) to the next level…continue building on this momentum and grow the community at large around an idea of innovation.

Thinking back as I was flying in the helicopter over the event, I was not only looking down and capturing an image of 2200 hundred people forming the words “Google,” but actually capturing the image of 2200 stories, 2200 ideas, 2200 reasons why Google should consider Greenville, SC. There is not just one story for Google to hear, it is more than “We Are Feeling Lucky,” it is 2200 different stories why each person thinks Google should come to Greenville, SC. Define through each of the 2200 individual stories as 2200 supporting arguments why Greenville, SC could use such an innovative pipeline of technology.

Imagine of the next several months (through the rest of the year), each of those 2200 people that formed the human wave of Google could articulate their story, their reason why they personally could benefit from this technology. Each one would be a different perspective ranging from small business owner, family member, large organization, government leader, entrepreneur, etc…all with a vested interest to make Greenville, SC a hot bed for innovation and thought leadership. Imagine if we could capture each story, and funnel them through the WeAreFeelingLucky.com website using video, text, audio, images, etc…capturing the hearts and minds of a community, building a larger case supporting a technology initiative.

I would image that many of the cities have stopped campaigning for Google’s attention, feeling that they have met their burden and thinking “now it lies in the hands of the organization to hand down a decision.” But the energy felt tonight in the Warehouse Theater auditorium showcased the desire to keep on campaigning, not just for Google technology but for a bigger cause…bringing a community together with a common goal, to build a bigger and brighter Greenville, SC. What a tremendous case that could be made if we could continue this mission, capture those stories, display them everyday on WeAreFeelingLucky.com and show the world that Greenville, SC has more in store…not just a one time event that happened on March 20, 2010.

***Photo courtesy of Michael Bergen of AidJoy.org

Finding your sphere of influence?

As I get ready to go speak to a group of college students during their weekly organization meeting, I sat down and thought for a few moments, jotted some notes, and pulled my ideas together. About a month ago, I received this email from one of my former students to speak during their regularly scheduled meeting:

“Hi Bobby,

I hope you are having a great semester so far. I know that Grace and I gained so much from taking your class this past semester and I was wondering if you would be willing to come speak to the rest of oursorority. Beyond the experience from planning an event, I personally gained the most from learning how to pitch myself and networking to buildbusiness relationships. I feel that these skills are extremely importantfor those who are starting to interview for jobs and internships. I thinkthat the women of Sigma Kappa could greatly benefit from learning theseskills as well. Sigma Kappa is having a chapter meeting on Sunday, March 28th at 7 p.m. and I was wondering if you would be willing to come speakfor about 30 minutes. Please let me know if you are interested.

Thank you for your time.
Morgan”

So as I sat today to bring my thoughts together…I wondered, how am I going to give them something relevant to walk away and ponder? Here we have a collection of students from freshman to seniors, those who are just happy to be in school and enjoying the joys of college to those who are sweating if they will be employed in a few months. But it comes down to this, it does not matter if you are a freshman in college, a senior in college, in graduate school, looking for a job, have a job, entrepreneur, home body, nobody, somebody, CEO, or man on the street…it is all about relationships.

So here are my notes for tonight’s little chat…in the form of questions and discussion:

Why am “I” here today?
Why do “we”join groups?
Where do “we” want to be in five years?
Where do “we” want to be in ten years?
Who is in your room of “influence”?
Who have you met “new” today?
How can “we” leverage those relationships?
What are “Our” dreams?
How do we turn those “Dreams” into realities?

Here is the actual presentation…I used Prezi to put this little talk together!

Your Community on Prezi

Get this Google – GoogleOnMain was a SUCCESS!

So I was asked to shoot aerials of the GoogleOnMain event and capture the tremendous turnout for the event. Here is a short part of all of the footage that was aquired during the event!

I want to extend a big ole “hats off” to Aaron von Frank with all of his efforts to bring this event to fruition. Aaron along with Russell Tripp at Infusion Web &Video will be putting together a final presentation/proposal to submit to Google. This aerial footage will be a part of the package.

Check out the website for this campaign! http://www.wearefeelinglucky.com/

A story with layers: My Great Passion

Meet my friend Ron Gattis. I am not sure where Ron is now, but I know one thing…he is passionate. His passion is infectious, so much I decided to follow him for three months to tell the real story of Ron Gattis. There is a story within this story…one of passion, heart-ache, and hope. This one has many layers connected, one with a single red-string…he wants to sing again on the “Big Stage.”

These are the stories I want to tell, to find, and bring to audiences. Imagine finding stories like this within organizations, ones with layers, ones with something that provide a connection with so many audiences. Thanks Ron for sharing your passion. This story was produced in 2005.

Am I “Mayor” of my own Social Media message?

With the awareness and interest raised for location based Social Media platforms/technologies like Foursquare and Gowalla, I have jotted down and exploration of thoughts. These thoughts and questions I have to think through myself; I have to answer these questions critically before moving forward with the use of these new location based platforms.

Some Thoughts I have been pondering and synthesizing:

Social Media outlets added to the “open source” movement that gives “small” people and organizations a voice.
Social Media transformed us (small people/organizations) as “thought leaders” to drive Internet traffic to our “motherships” for information.
Social Media platforms provided the “small” people/organizations an opportunity to create robust web properties competing with “big box” organizations.
Social Media platforms provided the awareness necessary to create a “mothership” portal where the majority of the marketing messages “flow” through driving traffic to engage with a consistent message.
Social Media technology and open source platforms allowed and empowered “small” people/organizations to compete in the messaging landscape with “big box” organizations.
Social Media has allowed those to use technologies to build “Tribes” creating movements to distribute a message around a community.

Some questions in my head personally and professionally:

Why must “small” people/organizations be willing to use Social Media technologies to disclose locations?
Does Social Media technologies disclosing locations hurt/degrade the value of the brand of the “small” people and organizations…or reinforce the brand of the “big box” organizations.
Does location based Social Media technologies reinforce the “small” people/organizations as “thought leaders” empowering the reinforcement of the “big box” organization?
Does location based Social Media technology reinforce the small individual people and organization “thought leaders” as “thought leaders” since they are proportionally the influencers for “bog box” brands?
Have small people and organizations using Social Media platforms and location based technologies created a paradigm shift in perception transitioning those “small” people/organizations onto the same platform as “big box” organizations. Where does the influence lie and where will it lie in 10 years?

Who are the thought leaders?
Who really maximizes the true benefit of these location based platforms? Is it the groups publishing where they are located or is the organizations that are being recognized where this constituency base has chosen to locate and ultimately publicize? Some organizations are providing “rewards” for those soliciting their location using these technologies, but who is the thought leader here? Or do we care? Or is it just fun to say we are going to a movie and then to another place for a milkshake?

Organizations like hospitals might frame the benefit from these platforms with their marketing support staff providing their location especially for small doctors offices that lie under the umbrella of services. This is where organizations, “big box” organizations could benefit from internal staff providing location based advertising and raise awareness both from a public (business to consumer) and internal (business to business) position, informing other internal groups where and what is offered internally.

So what is the story behind these location based platforms? How are you using them? Are you doing more that just adding to the fad of saying what you are doing and where? Have you thought about the true marketing implications of these technologies and platforms? Are you telling your story or helping others with a bigger message? What are your thoughts? And will this become another place like Twitter where people get excited and then the honeymoon stage drops off like a bad relationship?

Time to explore the universe beyond Flash!

So it is my goal this year to look beyond the my current universe and begin to find other avenues beyond Flash video. Yes….for the past two and half years, I have been using Flash Video (FLV) to compress and distribute video content. Why did I start using it?

Well, at one time we were using WMV (Windows Media) as the primary platform, our current Director of IT had us on a windows platform and it made sense. It was clean, flexible yet we were missing a major target audience, the Mac World. From a user standpoint, Flash Video had a bigger penetration rate plus it looked real clean with HDV content. So off we moved to Flash video. The downside, the compression time TAKES FOREVER! WOW! But, it was flexible and had many robust player options, and every developer under the sun was creating so many options for Flash Video.

With the advent of the iPhone and other mobile computing devices (including the upcoming release of the iPad), Flash video is barely supported. It is funny, I moved to Flash to reach the Apple users, now those same Apple users are going to force me away from Flash video. So, now it is my goal to deliver high-quality video outside of Flash Video…for the sole reason of reaching mobile audiences.

How are we currently reaching mobile audiences, well there is this great new place called YouTube. Yes, god bless these souls. They are the work around. Upload the video content to your YouTube channel, then grab the readily available embed code for your web page, and SHIZAM….you can have most of the mobile devices access your video content. Yes it is a Flash player, but since they have contracts with major mobile platforms like the iPhone, you can play video embedded into your website if it is hosted on YouTube. The problem, once you upload the content…it is no longer your content, it is owned and operated by YouTube. Yes, this free distribution channel doesn’t want to be liable if their servers take a big ole hiccup and your audience can’t watch your favorite video of Uncle Al busting his ass coming down the stairs or your corporate video that needs to play in front of investors.

So really, this year is dedicated to more than just moving away from my technological dependency of Flash video, but also my hosting/contract dependency of YouTube. I want to find a place to store my content, distribute it to the targeted audiences, and maximize the quality my clients pay me dearly to provide. Now, thanks to H264 codecs…this is possible.

So far, I have only found one place that makes sense….I think, Sorenson360. I have looked at Brightcove, Ooyala, Veeple, and Kaltura….but Sorenson360 has my vote right now. This is why…pretty simple. I set-up a trial account, uploaded an H264 Quicktime (.mov), it asked me if I wanted to distribute to the web and mobile (I said yes), it gave me a simple embed code, I dropped it into my blog, pulled out my iPhone, and behold…my video play instantly on my iPhone. ***Side note, Brightcove and Ooyala have harassed the snot out of me since i signed up to check out their trial area. Actually Brightcove was very nice, but not Ooyala.***

I am looking forward to HTML5 and the opportunities it will bring. But I am a one man type of show. I can hire some developers to create a platform to upload, compress, and distribute content for my clients…but Sorenson360 did this within a matter of minutes.

Video distribution should not be what limits us to provide a message to an audience, it should enable us to reach larger audiences. It should provide a pathway to reach groups of individuals regardless of the “technology” they use to access information. It is my goal to embrace technologies to reach these groups. The same is true for Social Media technologies, they are a tool and it is up to us as practitioners to use them if it meets the needs of the audience. We have a story to tell!

BTW…I already know how to host, compress, and distribute video content on dedicated or virtual servers. I understand the ROI for the use CDN’s and the Amazon’s Cloud to encode and distribute video content. But, I am one man that likes to focus on telling stories, not managing a server network. It is time focus on my core competency…telling rich stories.

Why I love math! Visual storytelling is fun!

So many people ask me what I studied as an undergraduate while at Clemson. Yes…this creative person has a Bachelor of Science degree in Mathematics…YES. I also studied statistics and art and architectural history. How in the world did I end up doing creative work telling visual stories. Hmm. If you sit back and think about it for a second…math, art, architecture, and even philosophy are interrelated. I also have a Master of Arts in Professional Communications where I studied audience analysis, usability testing methodologies, and classical rhetoric. This all plays together…in some twisted far off universe called Bobby’s world!

I am a visual storyteller. When I pull out the camera, I assess the audience. When I look through the viewfinder, I look at the screen in proportions. The eye is attracted to perfect numbers. That is why you see cathedrals using the rule of thirds and even sevens. The screen to me is divided into thirds where this “theatre” allows the eye to flow naturally top to bottom, left to right (in the western culture). If what is on the screen is not appealing to the eye and the senses, then you have lost the first battle in engaging the audience. I try to avoid centering the main focus of the screen, I try to either left or right justify. I also like to edit shots together in sequences of thirds so that the cadence reflects the natural tendency to think in thirds.

A visual storyteller uses sound. When I pull out the expensive camera, I use the expensive microphones and headphones. I like to “shoot for sound”. When I am acquiring an image, I am listening to my surroundings looking for the opportunity for the sound to enhance the image. When I am “shooting” a waterfall, I want the microphone to get as close as possible to the waterfall to capture that crisp image. Then I like to edit these sounds together in a cadence of some logical sense. Sometimes with quick actions, I will edit a sequence together using sound in a series of threes. In order to have an effective sequence for the audience to follow, the sound must be crisp. ***Rule of thumb, if editing together a sequence does not work visually, use some type of sound during the point of the visual edit to distract the eye.

When I create a video, I want to create a visual experience. I want you to forget that the editing process has happened and you are guided through this little documentary. Using proportional shots with sound editing provides a clear path to engage the audience. People want stories, people want an experience, people want rich media…but this media can only be acquired by the audience only if you can make them forget they no longer have their peripheral vision. Think of the best movie you have seen in the theatre. If you are really enjoying the movie, you forget your surroundings. Your peripheral vision has been “forgotten” for that brief period. You have engaged with the story-line. What made it go away?

You only have one shot to engage today’s audience. User-Centered Design tells us that audiences are jumping through online content faster than the synapses in our brain can tell us to click somewhere else. What allows the audience to engage with that piece of rich media. What makes our bounce rate go down? We have only one shot, just one shot to get it right. People will click away. So we have to create media with the same creative fashion we create beautiful pieces of fine art. We have to use the knowledge we have of the human eye and senses. We know the eye likes warm images, images that keep you from looking away. Fine proportions and and clean images that seem so natural to be unnatural. We have to use rich sounds that feel crisp enough to flow right next to us in our seats. We have to edit in a parameter that lends to a cadence that appeals to the visual cues the eyes and ears desire.

Using math is fun. Creating rhythm is fun. Telling a story is fun.

FYI…if you want to learn more about how engineers and mathematicians came up with 16×9 widescreen television, here is an article: CLICK HERE.

How do we listen, really listen? Creating a knowledge economy!

I received an email today that challenged a remark I made during a meeting. The question asked about the importance of listening and asked for tips/thoughts/advice. This made me think, what makes us good listeners and how can we become better listeners in-order to engage with our audiences.

Here are some thoughts that I used in response to my friend!

To know your audience, to effectively communicate…we must listen so that we may adjust/address our discourse.
To listen, we must ask. We must be willing to empower our audience and engage their conversation. So we ask questions to learn about our audience.
We are observant, we look at our surroundings where we communicate so that the visual cues provide context to the conversation.
We find a connection point. People exchange in conversation because of some common ground. We look for these commonalities and use them to form reflective conversation.
We bite our tongues. When we listen, we do not try to complete others’ sentences but provide simple gestures so that the audience feels us engaged.
We provide emotional reinforcement. It is okay to laugh, cry, and even get mad during a conversation. Emotion is the result of a successful conversation.
We make our audience feel important, we make them feel like they are the thought leader. This requires us to do a little homework and understand who will engage in conversation; so that we can be prepared with questions about that person so we can make them feel important.
We create a silence so that the audience feels the need to fill the void. Sometimes we ask questions or even prompt discussions, but we are not willing to let the person answer. Create a silence in the discussion that provides a rigid opportunity for the audience to feel the need to remove the silence.
Most importantly, be genuine and honest with the ones you are communicating. Honesty provides connection and builds credibility.
Lastly, tell stories, good stories. People connect with stories, rich stories with layers. When you tell a story, people want to share their stories. Then just sit back, listen and enjoy the moment.

Listening is one of the toughest things to do. It is a skill that can be refined during an interview process. When I worked as a journalist, I learned the hard way. I would have to go into households of families who had lost a loved one with cameras and equipment to get an interview. I learned to make them feel comfortable enough to share their deepest moment of lose with the camera recording. I learned to find something in common so that the conversation was not empty and provided context, plus I wanted to earn their trust. I would look around the room and find a picture, book, something that I could identify so we could establish some common ground. Then, I was honest in my intentions, and allowed them to make the decisions how the interview/conversation would continue. I made them feel like the gatekeeper, empowering them as the dominant in the conversation.

Listening can be fun, learning from listening is powerful. If we looked at engaging in conversation as an opportunity to learn from those whom we converse with daily, we could create a bigger knowledge economy.

All it takes is a thank you note!

There are so many layers to a story, and those layers can continually evolve regardless of time!

I was riding home from Charleston, SC a few days ago. The wife and I were tired and it was getting close to 8pm, a long day visiting my sister-in-law Susanna at the College of Charleston. As we were navigating the back-roads of this I-385 detour, my iPhone began ringing with an unfamiliar phone number displayed. This self-employeed businessman never passes up an opportunity to talk about business, so I answered. The gentleman introduced himself and called me by my name…he said, “My name is Gary and I helped your family three years ago when I worked for Enterprise Rent-A-Car in Columbia.” This begins our little journey.

This story ultimately begins with a trip. My wife’s family is notorious for packing a car full of family and that car is notorious for breaking down at the worst of times. This time it was a hot spring day, Friday afternoon traffic in Columbia, SC. Seriously, 5pm traffic on Interstate 26 towards Bowman, SC. Bowman was their destination, where my wife’s grandfather had passed away. They needed to be at the funeral home before 6:30pm, to greet family and friends the day before the funeral. Stuck on the side of the road, they do what they normally do…call me. Being two hours behind them, I did what I knew best…call Enterprise Rent-A-Car, because they have a simple motto, “We’re Enterprise, we’ll pick you up!”

So I called the nearest Enterprise based on their location, it was a branch at the Columbia, SC airport. Gary from Enterprise answered the phone and I explained the situation. He broke protocol, took a Town and Country van, dropped it off, helped them exchange cars, and my family was on their way arriving in Bowman right at 6:30pm. He stayed with the car until the tow truck arrived and then got a ride back to the branch office. It was this can-do attitude and service that has now earned a lifetime customer, yes…I am a card carrying rewards member of Enterprise.

After hearing this story, I wrote a series of letters to his boss, the corporate office, and the southeastern manager. A series of thank you notes. It probably took an hour of my time. He had the time to help my family, I had the time to tell Enterprise…because of Gary, they now have a loyal customer.

Back to the phone call. So while talking to Gary on the phone, he began telling me that it was those letters that prompted him to call me. He was calling to thank me. He told me that those thank you letters changed his life. HOLD ON? I asked, “what do you mean, changed your life?”

He continued explaining; because of that letter, he was immediately promoted to a marketing division. After a while, and a few downsizing efforts, he was laid off. I immediately perked up and wondered where this conversation was leading. He went on to explain that he took some time to consider what was next after Enterprise. He had enjoyed investing his retirement package at Enterprise and began helping family and friends with their portfolio. This prompted him to begin researching the business of investments. After a series of meetings, many certification tests, several interviews, and a long training process…it was decision time for Edward Jones Investments. He went to meet with a VP of Edward Jones, and as a part of his application package for his own branch, he included this very letter from that I wrote to Enterprise. The VP basically told him that this letter was the only thing he needed to make his decision.

So Gary was calling me on this day, March 1st to thank me. You see, it was March 1st…this day that his branch in Lexington, SC was opening for the first time! He had reached his dream, to own his own business, be his own boss, and help people. He was thanking me for writing that letter. What he did not realize, while he was thanking me, tears were running down my eyes. I was actually thanking him, because this story, this day brought a new meaning to my life. It was this day he had changed my life. His one phone call, his few minutes thanking me made me see the world in a difference way. He had once again made a serious impact in my life.

It is amazing what a thank you note will do. It is amazing the residual effect from a single gesture. It is amazing the layers to this story, that connected us once again. I have yet to meet Gary, but I will be making a trip to shake his hand. Thanks Gary, thank you for being you. You are an inspiration!

This post is dedicated to a few people:

To Denise Weathers, my mother-in-law who is no longer with us but made a tremendous impression on Gary that day!
To John Warner who taught me the value of a simple social media called a thank you note!
To Bob Dotson who has helped me learn the value of the red-string and finding those stories with layers.

Update your Facebook Fan Page from TweetDeck

So I was searching around for this option and could not figure this out. But thanks to a search and a comment in a post from Andreas Stephan, I was able to figure this out!

Andreas Stephan’s Comment:

“TweetDeck supports this natively. Took me a while to figure that out: Go to you FB account in Tweet Deck, you can add pages at the bottom of the account settings. You wil then be able to post to your fan page directly from TweetDeck. Hope this helps some people.”

Here is a step-by-step process for integrating the ability to update your Facebook Fan Page via TweetDeck. FYI, you need to be an administrator of this Fan Page to make this an option.

First, you have to add your Facebook Account to TweetDeck:

Open TweetDeck
Go to the upper right hand corner and look for the wrench – CLICK
Select Accounts
Click Add New Account
Select Add a Facebook Account
Provide the necessary information to add your Facebook Account
Save

Add the Fan Page to TweetDeck to update in the status bar:

Open TweetDeck
Go to the upper right hand corner and look for the wrench – CLICK
Select Accounts
Select Facebook in the center of the screen
Below Click Add Pages
Log Into Facebook from TweetDeck
Select your relevant Fan Page

Thanks so much Andreas for your help!

Trial lawyers are storytellers as well!

I was having a great conversation with a friend and client the other day about storytelling; Andy Arnold of W. Andrew Arnold Law Firm. He was talking about his past and how he almost went to seminary, but ultimately chose to become a lawyer. The more we chatted the more he explained how trial lawyers are storytellers, guiding the jury through an “argument.” This argument is made up of layers of micro-stories, all connected with an overarching mission to prove a case.

We are all storytellers; so I thought I would share an impromptu interview with Andy Arnold who practices employment law and nursing home litigation. Take a few minutes to listen to our conversation wrapped around the idea that lawyers are telling stories, especially when trying a case in a court of law.

Check out Andy Arnold’s website: http://aalawfirm.com
Check out Andy Arnold’s blog called Blogger At Law: http://www.aalawfirm.com/bloggeratlaw/
Follow Andy on Twitter: http://twitter.com/AndyArnold

Building a Tribe – Building a Digital Strategy

Here are some notes that I use when working with groups to create a new media strategy, most of the ideas come from Seth Godin‘s “Tribes.”
——————
“A tribe is a group of people connected to one another, connected to a leader, and connected to an idea. For millions of years, human beings have been part of one tribe or another. A group needs only two things to be a tribe: a shared interest and a way to communicate.” ~ Seth Godin – “Tribes”

Creating a Micro-movement

Publish a manifesto
Make it easy for your followers to connect with you.
Make it easy for your followers to connect with one another.
Realize that money is not the point of a movement.
Track your progress.

Identify the Brand (The Context)

Audience
Purpose
Delivery

What is your Mission Statement?

What is your communication strategy?

Who are you trying to reach?

How to create reach? How to build the Tribe:
Build the Digital Media Presence:

Web has become more than one-direction
Create rich media for all audiences to engage
Create portals of conversations
User created content
Content Management System (CMS), Twitter, Facebook, Picasa, Flickr

Build the Events

Create events that engage students, industry, and academy in one conversation.
Create events for each group to engage internally & empower conversation.

Build a Community

Build the digital platform where students, faculty, staff, industry can engage, connect, and build relationships.
Use this digital community provide regular information about the community.
Use this digital community to create profiles for all to connect.
Build regular events around the intellectual engine.
Have thought leaders, entrepreneurs share innovation.
Provide a platform where students and industry can engage on common ground.

“A movement is thrilling. It’s the work of many people, all connected, all seeking something better. The new highly leveraged tools of the Net make it easier than ever to create a movement, to make things happen, to get things done. All that’s missing is leadership.” ~ Seth Godin – “Tribes”

There is something special about true customer service!

A few weeks ago, I was in Spartanburg, SC and decided to have lunch with a good friend! Jim O’Donnell (some people know him as @JimSharp because he is the scissor sharpening business) of Wolff Industries took me out to lunch, the original Fatz Cafe was our destination. If you have not gone to the Fatz Cafe in Spartanburg, SC, you are missing out on something special. They have the best fried chicken strips around.

As we walk into Fatz Cafe, it was noticeably busy but we were immediately seated in a special section. I do not mean special because of some big event going on, but it was because Jim is a regular at Fatz and has grown to know almost all of the staff.

As we sat and began chatting, he was telling me of this waitress that just retired and had worked at this particular Fatz for close to 23 years. Who works at a restaurant as a server for 23 years (I thought in my mind as we ordered two Dr. Peppers). I also learned that Jim loved Dr. Pepper as much as I did…good guy I tell ya! Back to the story; Jim continues to tell me how this one lady, this one server could work magic in this restaurant. He explained one time he wanted a particular soft drink that Fatz did not serve. Instead of telling him that they did not serve this soft drink, she took his order and brought him what he requested. What he later found out is that as soon as she walked away with the drink order, she walked across the street to purchase the soft drink, put in on ice like any other drink, and serve it to him without he even knowing it was an issue. Now that is customer service.

This lady loved her job and she loved her customers. She loved the people that walk through the door, this was shown by the way she made them feel special. After about five minutes into his explanation, I felt like I knew this lady and no longer viewed her as a “waitress.” She was the face of this establishment for close to 23 years.

As Jim and I sat and continued chatting about this lady, our waitress for that day told Jim that Shryl was here and Jim’s eyes lit up immediately. You see, Shryl Dover was that waitress of 23 years…the one that walked across the street to get that special soft drink. Our waitress walked back to find Shryl to send her our way. As she peered around the corner, it was like old friends picking up where they left off…Jim and Shryl just chatted without missing a beat.

You see, it was that day the young owner of this Fatz Cafe had talked Shryl into coming back part time. That owner knew that Shryl had a tribe, a group of people that enjoyed seeing her smiling face….that special touch when it comes to true customer service. I made a new friend that day and I will never see Fatz Cafe as just the building that serves great fried chicken strips, I will see it as the place where I can come talk to a friend and the fried chicken strips are the bonus.

Thanks Shryl Dover and thanks Jim O’Donnell for sharing this story! Everybody has a story to tell, even in a Fatz Cafe!

Finding stories within an organization, peeling back layers.

It is all about connecting to your audiences…your constituency bases. Stories create identity between and organization and those who have the greatest potential to engage.

Stories are finite, clear, concise messages that uncover the layers of information that give the audience the true perspective of an organization. These stories are not one-dimensional, there are two streams of consciousness within one story: the facts (subject) and the supplementary position that brings color to the facts.

It is easy to pick broad general ideas to write about; but the stories that people connect with are the ones that people will share (repeat). So how do organizations find and create stories that are repeatable? They must first understand their brand and the umbrella message. This is the rhetorical position that shapes the messages and how the layers of information are organized.

So what are the stories within organizations where people will connect? Hmm…people. People connect with stories about people. People are the faces of an organization. Each person has specific stories how they help shape, support, and build the foundation of an organization. People tell their stories best. People have layers of stories, ones that are connected by the “red-string” that represents the brand of the organization.

Use frequency when telling these stories. Find the people that have stories that change a view-point, raise someone’s’ awareness, or reveal a new idea…and tell those stories. Tell them on a regular basis. Identify the layers of the stories and use those layers as the frequency. Each time you tell a story, peel away one more layer…one more piece of the bigger story. As one more piece is revealed and each micro story is told…the audience gains a bigger insight into the “red-string”.

Think of it this way…if you use Twitter or Facebook, you are making regular posts or status updates. Those are the micro-stories about you; and ‘your personality’ is the red-string. The more you post, the more you connect, the more your audience gains insight to who you are and your personality. People begin to peel back the layers into you and your daily context. Use the same approach when telling and delivering stories. Give people little stories frequently, ones that peel back the layers and allow the audience to see the bigger idea. Do it frequently and efficiently.

The more stories you tell, your more layers you reveal, the more the red-string is reveal…which is the heart (or the core) of the bigger story.

Congressman Bob Inglis talks about “Why Social Media?”

It is political representatives like Congressman Bob Inglis that are finding the value in using Social Media Technologies to engage with audiences, but he does not was to engage with those nay sayers. It is this issue that I think is starting to transcend many of the politicos because of a few different barriers: technological ignorance, time management, and not understanding the context of those who are trying to connect using Social Media Technologies.

Social Media provides technologies to connect but does it really break down the walls of communication? We all know it is easier to connect and conversate when we are face-to-face, it provides the opportunity to understand tone, delivery, and read facial expressions. Politicos might have a hard time communicating with the nay sayers because it is hard to communicate through such a marginalized method. There are only words and information can be lost in translation. The nay sayers might be interpreted as having not so positive connotation, but in actuality they might be just trying to ask a question or have a concern; and they have a hard time translating that concern via Twitter or Facebook.

Congressman Bob Inglis spoke with me a few weeks ago after his January presentation to the Social Media Club in Greenville, SC. In his presentation, he admitted not engaging on a regular basis with his audiences using tools like Twitter and Facebook. He also admitted that it was not to long ago, he was learning to become more technologically savy. This conversation was great and exploratory, where I gained knowledge of individuals like Congressman Bob Inglis…like many busy decision makers that have a hard enough time managing their day and now Social Media.

It is political representatives like Congressman Bob Inglis that are finding the value in using Social Media Technologies to engage with audiences, but admits does not want to engage with those “nay sayers”. It is this issue that I think is starting to transcend many of the politicos because of a few different barriers: technological ignorance, time management, and not understanding the context of those who are trying to connect using Social Media Technologies.

Social Media provides technologies to connect but does it really break down the walls of communication? We all know it is easier to connect and conversate when we are face-to-face, because it provides the opportunity to understand tone, delivery, and read facial expressions. Politicos might have a hard time communicating with the nay sayers because it is hard to communicate through such a marginalized method. There are words and information that can be lost in translation. The “nay sayers” might be interpreted as having a “not so positive” connotation, but in actuality they might be just trying to ask a question or have a concern; and they have a hard time translating that concern via Twitter or Facebook.

Click Here to follow Congressman Bob Inglis on Twitter!

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