Open Leadership for Work, Church, and Family


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Talk given to the Fremont Chinese SDA Church on December 30, 2011. This was a discussion for my father's church.

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  • 12 blog posts, customer response teams included link to all of the 12 posts.
  • Starbucks has a site where people can make suggestions on how they should improve. The key difference is that the suggestions are public, and people can vote for their favorite suggestions. Here’s an example of automatic ordering. Note that there is a status update here “Under Review”.
  • Define how open well.
  • Open Leadership for Work, Church, and Family

    1. 1. <ul><li>Charlene Li </li></ul><ul><li>Altimeter Group </li></ul><ul><li>Twitter: @charleneli </li></ul><ul><li>Email: </li></ul>
    2. 2.
    3. 3. OUT of CONTROL © 2011 Altimeter Group
    4. 4. © 2011 Altimeter Group
    5. 5. © 2011 Altimeter Group
    6. 6. <ul><li>It’s about RELATIONSHIPS </li></ul>© 2011 Altimeter Group
    7. 7. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group
    8. 8. STRATEGY © 2011 Altimeter Group LEADERSHIP PREPAREDNESS
    9. 9. <ul><li>Goals define your Work & Church Strategy </li></ul>
    10. 10. <ul><li>Track brand mentions with basic tools </li></ul>What would happen if everyone in your organization could learn from social media?
    11. 11. <ul><li>Conversations, not messages </li></ul><ul><li>Human, not corporate </li></ul><ul><li>Continuous, not episodic </li></ul><ul><li>The New Normal </li></ul>
    12. 12. <ul><li>Boeing uses blogs to engage – but who? </li></ul>
    13. 13. <ul><li>Kohl’s updates reach 5.7M customers </li></ul>
    14. 14. <ul><li>Wells Fargo provides support on Twitter </li></ul>
    15. 15. <ul><li>Starbucks involves 50 people around the organization in innovation </li></ul>Over 100 ideas have been implemented
    16. 16. <ul><li>Highlight upcoming sermons, including scripture to read beforehand, questions to think about. </li></ul><ul><li>Share prayer requests </li></ul><ul><li>Update about new content on the website </li></ul><ul><li>Notify about upcoming church activities </li></ul><ul><li>Point to resources on themes from recent sermons </li></ul><ul><li>Engage congregation on a question or issue </li></ul><ul><li>How churches use social media </li></ul>
    17. 17. <ul><li>Church and ministry blogs share practical advice and also inspire </li></ul>
    18. 18. <ul><li>Facebook engages people with each other </li></ul>
    19. 19. <ul><li>Twitter provides quick updates </li></ul>
    20. 20. <ul><li>Social technologies in your family also require having a strategy </li></ul><ul><li>Have a personal social media strategy on your goals, and what you will and you won’t do. </li></ul><ul><li>Have family rules about the use of technology </li></ul><ul><li>Lead by example. </li></ul><ul><li>Share your experiences with social technologies, especially around security and privacy. </li></ul>
    21. 21. Have a personal social media strategy <ul><li>Who do you want to connect with? </li></ul><ul><ul><li>Family, friends, co-workers, business prospects. </li></ul></ul><ul><li>About what topics? What topics are taboo? </li></ul><ul><ul><li>E.g. Kids names, school, spouse. </li></ul></ul><ul><li>How will you mix personal and professional? </li></ul><ul><ul><li>And in what channels? </li></ul></ul><ul><li>Privacy versus Permissions </li></ul><ul><ul><li>Assume what you say is public. </li></ul></ul><ul><ul><li>Note when you share your location. </li></ul></ul><ul><ul><li>Be careful about private information and activities. </li></ul></ul><ul><ul><ul><li>Example: RobmeI’ </li></ul></ul></ul>
    22. 22. <ul><li>Technology is a privilege that they earn, and can also lose. It is not a right. </li></ul><ul><li>Only after all activities, homework, and chores are done. </li></ul><ul><li>Never sign up for anything without permission. </li></ul><ul><li>No technology at the dinner table. </li></ul><ul><li>No checking email between dinner and kids’ bedtime. </li></ul><ul><li>Monitoring is routine. </li></ul><ul><ul><li>Random checks of phone texting and calls. </li></ul></ul><ul><ul><li>Copied on all inbound emails. </li></ul></ul><ul><ul><li>Friends in social media. </li></ul></ul><ul><li>‘ Have family rules on technology use </li></ul>
    23. 23. <ul><li>Teach them responsibility by setting an example yourself. </li></ul><ul><ul><li>Social media brings social pressure that needs to be discussed. </li></ul></ul><ul><ul><li>Understand that what you say is permanent. </li></ul></ul><ul><ul><li>And yes, their profiles DO matter when applying to schools. </li></ul></ul><ul><li>Be prepared to discuss bad/poor behavior (flaming, bullying, taunting, baiting). </li></ul><ul><li>Reward them for coming forward with questions or admissions of mistakes </li></ul><ul><li>Lead by example </li></ul>
    24. 24. <ul><li>The best parental control is conversation </li></ul>
    25. 25. <ul><li>K9 Web Protection: Blocks sites </li></ul><ul><li>TimesUpKidz: Limits time on computers </li></ul><ul><li>Operating system parental controls </li></ul><ul><li>Social media parental controls </li></ul><ul><li>Enable “Safe Chat” in games </li></ul><ul><li>Additional technology tools </li></ul>
    26. 26. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group
    27. 27. LEADERSHIP © 2011 Altimeter Group STRATEGY PREPAREDNESS
    28. 28. <ul><li>Leaderships means having followers </li></ul>“ Leadership is a relationship between those who aspire to lead and those who choose to follow.” - From “The Leadership Challenge”
    29. 29. <ul><li>Open Leadership </li></ul>Having the confidence and humility to give up the need to be in control, while inspiring commitment from people to accomplish goals © 2011 Altimeter Group
    30. 30. <ul><li>Traits of Open Leaders </li></ul>Authenticity Transparency
    31. 31. <ul><li>The difficulty of having authentic dialog </li></ul>
    32. 32. <ul><li>10 elements of openness </li></ul>
    33. 33. <ul><li>Determine how open you need to be with information to meet your goals </li></ul>Openness audit available at
    34. 34. <ul><li>How Best Buy created Open Leaders </li></ul>© 2011 Altimeter Group
    35. 35. <ul><li>Barry’s first post </li></ul>
    36. 36. <ul><li>Retailer Best Buy has 2,500 employees providing support via Twitter </li></ul>
    37. 37. <ul><li>Implications for leadership in churches and families </li></ul><ul><li>Leadership is no longer about how makes decisions but how decisions are being made </li></ul><ul><li>Make sure that you have the right decision making model for the type of problem you are trying to solve </li></ul>
    38. 38. <ul><li>Decision making models should match the kinds of decisions being made </li></ul>Centralized Democratic Consensus Distributed
    39. 39. <ul><li>Family decision making changes as the family grows, and relationships change </li></ul><ul><li>Birth of the first child – who decides what’s best for the child? </li></ul><ul><li>Kids wanting to be part of the decisions as teenagers. </li></ul><ul><li>Couple moving from work to retirement. </li></ul><ul><li>Children making decisions for their parents as they age. </li></ul>
    40. 40. STRATEGY LEADERSHIP PREPAREDNESS © 2011 Altimeter Group
    41. 41. PREPAREDNESS © 2011 Altimeter Group STRATEGY LEADERSHIP
    42. 42. <ul><li>#1 Master the basics </li></ul>
    43. 43. <ul><li>#2 Align social with key Strategic Goals </li></ul>Examine your 2011 & 2012 goals Pick ones where social will have an impact Start small , but now
    44. 44. <ul><li>#3 Ask the Right Questions about Value </li></ul>“ We tend to overvalue the things we can measure, and undervalue the things we cannot.” - John Hayes, CMO of American Express © 2011 Altimeter Group
    45. 45. <ul><li>#4 Create a Culture of Sharing </li></ul>
    46. 46. <ul><li>#5 Discipline is Needed to Succeed </li></ul>Assess the message Adapted from US Air Force Comment Policy © 2011 Altimeter Group Take reasonable action to fix issue and let customer know action taken Evaluate the purpose Unhappy Customer? Dedicated Complainer ? Comedian Want-to-Be? Negative Are the facts correct? Gently correct the facts No No No Yes Are the facts correct? Does customer need/deserve more info? Yes Explain what is being done to correct the issue. Yes Is the problem being fixed? Yes Let post stand and monitor. No Yes No Yes Yes Positive Can you add value? Respond in kind & share Thank the person Yes No Do you want to respond? No Response No Yes
    47. 47. <ul><li>#6 Embrace Failure </li></ul>No relationships are perfect Google’s mantra: “ Fail fast, fail smart ” © 2011 Altimeter Group
    48. 48. <ul><li>Bad Federal Express delivery </li></ul>
    49. 49. <ul><li>FedEx response was swift and clear </li></ul>
    50. 50. Create Sandbox Covenants © 2011 Altimeter Group
    51. 51. <ul><li>It’s about RELATIONSHIPS </li></ul>© 2011 Altimeter Group
    52. 52. <ul><li>Facebook Tips and Tricks </li></ul>
    53. 53. <ul><li>LinkedIn Tips and Tricks </li></ul>
    54. 54. <ul><li>Twitter Tips and Tricks </li></ul>
    55. 55. Charlene Li [email_address] Twitter: charleneli For slides, send an email to For more information & to buy the book visit © 2011 Altimeter Group
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