Rework Excerpt: Own Your Bad News

Posted in: Blog, Non-Profits, Power of Transparency by Marco Puccia on April 29, 2010

I just finished reading Rework, written by the founders of 37Signals. It’s a brilliant book all about re-thinking how we approach work and business — something I’m passionate about, myself! I read this passage on the bus this morning and wanted to share it with all of you! It’s all about “Owning Your Bad News”:

When something goes wrong, someone is going to tell the story. You’ll be better off if its’s you. Otherwise, you create an opportunity for rumors, hearsay, and false information to spread.

When something bad happens, tell your customers (even if they never noticed in the first place). Don’t think you can just sweek it under the rung. You can’t hide anymore. These days, someone else will call you on it if you don’t do it yourself. They’ll post about it online and everyone will know. There are no more secrets.

People will respect you more if you are open, honest, public, and responsive during a crisis. Don’t hide behind sping or try to Keep your bade news on the down low. You want your customers to be as informed as possible.

[...]

Here are some tips on how you can own the story:

• The message should come from the top. The highest-ranking person available should take control in a forceful way.
• Spread the message far and wide. Use whatever megaphone you have. Don’t try to sweep it under the rug.
• “No comment” is not an option.
• Apologize the way a real person would and explain what happened in detail.
• Honestly be concerned about the fate of your customers — then prove it.

These principles certainly apply to nonprofits and for-profits alike. For nonprofits, sub-out “customers” for “donors” or “stakeholders”. My friend Kjerstin Erickson, who runs a nonprofit called FORGE, has been a strong advocate for what she calls “Radical Transparency” — a term I’ve adopted into my own vocabulary. Check out this cool WSJ excerpt on her story! Transparency and honesty are the brick-stones that pave the way to relationships built on trust – the strongest kind of relationship you can have! When your customers, investors, donors, and/or stakeholders trust you, they will be by your side through thick and thin. There’s nothing better than having an army of loyal supporters!

Do you have a story of how “Radical Transparency” or “Owing Your Bad News” affected your organization? Please share it in the comments below!

TED Video: Peter Eigen, Transparency International

Posted in: Anti-Corruption, Blog, Foreign Assistance, Video by Marco Puccia on April 28, 2010

Peter Eigen was one of the very first people to bring the issue of “corruption” to the mainstream. Institutions like the World Bank, his former employer, had policies against interfering in the internal affairs or politics of any member country — and at the time corruption was written off as merely a political issue. But Peter Eigen recognized the deeper social and economic consequences of corruption: It destroys credibility in institutions, tears apart societies, and serves as a barrier to economic growth and a black hole for investment in development projects. Peter Eigen was a trailblazer when he started Transparency International! Check out his TED talk here:

A Common Theme at AfricaGathering: Transparency

Posted in: Blog, Events, Power of Transparency by Marco Puccia on April 26, 2010

I had the privilege of attending AfricaGathering in DC over the weekend, and it quickly topped my list of favorite events! Just the pure passion and energy in the room could have provided continuous electricity for the entire African continent! The lineup of speakers focused heavily on the creative-end of social innovation: technologists, entrepreneurs, and artists. A common theme among the speakers was the power of transparency in creating a force for effective aid, opportunity, and dignity.

Effective Aid: VaxTrac

One of the first speakers of the day was Shawn Sarwar from VaxTrac — an organization that is developing ways to track and maintain medical records and the distribution of vaccinations throughout the developing world. Millions of dollars every year are invested in purchasing medicines and vaccinations for the developing world, but a lack of proper distribution systems and record-keeping lead to a great deal of waste and over-estimation of dosages. According to the VaxTrac website, “For every $100 in new vaccines purchased, $50 will never go into the arm of a child in need.” VaxTrac is seeking to develop automated systems to track and monitor vaccination supply-chains and distribution systems. By created increased transparency, they enabling and environment for more effective aid and greater social impact!

Opportunity: Transparency Sells!

Sean Coetzee is a South African entrepreneur who understands the marketing power of stories and transparency. Sean is the founder of Woodsmoke Africa — a distributor of Made-in-Africa products ranging from wines and coffees to jewelry and textiles. He purchases his products from artisans and farmers in Africa, and associates their individual and personal stories with the product. “We can’t compete on price, so we have to compete on story,” he shared with me at the event. In a very much “If only you could see what I see” fashion, Sean has made his business about the people that inspire him. When you purchase a product made by one of the artists (see featured artist profiles here), you become a part of their lives and their families. This personal and emotional connection not only helps drive additional support for the artisans and their families, but it does wonders for business as well.

Dignity: “You can’t be credible if you are not visible” – Marieme Jamme

I think one of the strongest quotes out of the event that resonated with me was when AfricaGathering organizaer Marieme Jamme said of Africa, “You can’t be credible if you are not visible”. This struck right at the core of why I started Transparency Solutions: to help bring visibility and credibility to the amazing people and organizations already doing amazing things across the continent and around the world. There are artisans, entrepreneurs, and leaders across Africa and around the world who do not have access to certain growth opportunities merely because of where they were born or where they live. This is not just an issue of untapped market potential, but at its core it is an issue of dignity. “Poverty Porn” mischaracterizes Africa and the developing world, and ignores what those who have been or lived in Africa have seen first-hand: the inspirational stories, innovation, opportunities, and potential of the African continent.

We have a responsibility and an obligation to share these stories with the world, because as Marieme said: “You can’t be credible if you are not visible”. And this is an issue of basic dignity.

This is what AfricaGathering is about. This is what Transparency Solutions is about.