Demonstrating your expertise to potential customers

In the Corporate and Business Blogging session at the recent Australian Blogging Conference, 2 of the reasons given for a business to blog were to demonstrate your expertise and to show thought leadership.

During the discussion we talked about blogging policies and I said that I self-edit: I do not discuss confidential client matters and I do not talk about proprietary business methods I have developed.

The discussion moved on but I want to go back and discuss the importance of sharing information with (even educating ) potential customers.

It's long been my view that businesses (including doctors and lawyers) benefit by talking about what they do and by giving free information, whether it's building a cupboard, making cakes, medical information or administering an estate.

With information, potential customers are able to make some basic decisions: do they need your service/product or not?  How do your services/product compare with others? Can they do it themselves? Do they need an expert?

I also believe in the value of collaboration with other like-minded people (see my wiki).

I believe that the best businesses are those who are willing to share information. Because by doing so they demonstrate that what they do is work with you from a common base and add more value to your relationship than if you did not have that shared knowledge.

Who would you rather work with? Someone who is willing to provide you with information and evidence of their expertise or someone who isn't prepared to communicate at all?

April podcast

My second podcast is now available!

You can now listen to me while you eat your lunch (just turn up your speakers) or download it to your mp3 player and listen while you commute or go for a walk. Let me know what you think!

This month I discuss my collaborative compliance wiki, marketing, web 2.0 and communities of practice and what all that has to do with law, compliance and improving your business.

The podcast goes for 10 mins 35 seconds and is 9.69mb.

Listen now

Giving interesting presentations

It's easier to write a long letter than a short letter.

It's easier to use a powerpoint template with bullet points than design a visual slide.

It's easier to use technical jargon than common language.

But will anyone understand it?

Is there a story you can tell?

Everyone likes a story.

If you've chosen it well.

With care.

It will be accepted.

And understood.

I recently spoke for 3 hours (broken up into a 45 minute formal talk, a case study and a discussion with a coffee break) on a legal topic.

Imagine the possible boredom.

I used slides with pictures.

I told stories relevant to my audience.

They asked questions.

The feedback was good.

I'll do it that way again.

Why managers shun management books

Powerpoint comedy

Communities of practice

How do you access the full knowledge of your staff?

Is your business solving the same problem repeatedly, without consistent standards, strategies, or solutions?

Do your staff operate in isolation with limited collaboration and little knowledge of each other?

If so, you should understand how you can develop a community of practice within your business.

In The Craft of Connection Tim Laseter and Rob Cross discuss how organizational network analysis is helping companies share knowledge worldwide.

New Year Reflections: learning from experience

Balancing_rocks Ideally you should regularly reflect on your experiences and the lessons you have learned. But if you do not have a process for this, our calendar provides one in the form of the New Year.

In business, waiting for the New Year (or your annual holiday) may be sufficient to "recharge your batteries" but your learning and improvement cycle needs to be much shorter: you need to learn from each project or encounter with a customer.

There are different techniques for this including:

  • The ADRI model used in the Australian Business Excellence Framework: It evaluates how key criteria are achieved by "exploring how the organisation puts its plans and structures into place; deploys those plans and structures; measures and analyses the outcomes; and learns from its experience. These are known as the “Assessment Dimensions” of Approach, Deployment, Results and Improvement (ADRI)."
  • Action learning: Action learning can be defined as a process in which a group of people come together more or less regularly to help each other to learn from their experience.
  • After Action Review , developed by the US Army. It essentially asks four questions: What did we expect to happen? What actually happened? Why was there a difference? How could we do it better next time?

The common element in these techniques is that you have to look back and learn before you can improve in the future.

Are You the Person of the Year? And how does that affect your business?

Hand_in_computer TIME  has named "YOU" as the Person of the Year for 2006, provided YOU are a participant in the internet or create content for it: through blogs, wikis, podcasts, videos or any other form by which you share information and knowledge with others.

But, you say, I run a business, what's that got to do with me?

What TIME has recognised is that web users (including your customers, employees and competitors) have evolved from being an audience to being participants.

And that change is affecting a range of industries, not just media.

Web users tell stories to each other. They make recommendations about products and companies. They share productivity information and "life hacks".

They share videos, photos, music, anything that can be digitised. And then they modify it and share that. And news about all of this is sent automatically by RSS feeds.

Businesses use web applications to automate processes and get customer and employee feedback and share knowledge.

Some businesses are afraid of this new era of interactivity. Others will take advantage of it.

If you are interested but don't know where to start or how it will help you , give me a call and I'll discuss it with you for no charge. I'll even arrange a RSS feed reader with a set of blog feeds to start you off.

Or you can browse through the following links.

LINKS

Want to know more ? The Australian Blogging Conference will be held in March 2007.

Oil-for-Food (Cole) Inquiry reports on AWB

The Attorney-General has tabled  the Report of the Inquiry into Certain Australian Companies in relation to the UN Oil-for-Food Programme in Parliament.

The 5 volume report sets out the Commission's findings of fact.

The Report concludes that breaches of the law might have been committed by AWB Limited and AWB (International) Limited and certain of its directors and officers (see summary of findings in Volume 1). No such findings were made in respect of Alkaloids of Australia, Rhine Ruhr, BHP or Tigris Petroleum. However the Commissioner was highly critical of Davidson Kelly, the President of Tigris and found that Kelly might have committed an offence.

In respect of AWB, the Commissioner did not find any basis for breaches of the law relating to bribery or corruption, money laundering or terrorism.

The Report also states that there is no evidence "that any of the Prime Minister, the Minister for Foreign Affairs, the Minister for Trade or the Minister for Agriculture, Fisheries and Forestry were ever informed about, or otherwise acquired knowledge of , the relevant activities of AWB".
The Commissioner found there was no evidence to support an inference that the Department of Foreign Affairs and Trade turned a blind eye to allegations.

The Report also concluded that the Wheat Export Authority did not have knowledge of the true arrangements between AWB and the Iraqi government (principally because of a lack of vigour in WEA's questioning and supervision of AWB). There was no evidence that AWB officers obstructed WEA.

The Oil-for-Food Programme was established by the United Nations in 1995 to allow Iraq to sell oil on the world market in exchange for food, medicine, and other humanitarian needs for ordinary Iraqi citizens. The Programme modified the strict sanctions on Iraq imposed after its 1990 invasion of Kuwait.

If you were a director or manager of a company which traded with Iraq, what would you have done if you found that you could not keep trading with a long-standing (at least 55 years) significant customer of your country’s products without breaking the law?

When you decided what to do, how would you document your decision and archive records relating to it? How would you respond to a finding from the UN that your decision to keep trading most likely involved corrupt special payments?  And how would you respond to a decision by your own government to investigate the UN finding?

In the case of Australia’s AWB Limited a Commission of Inquiry  has concluded that rather than accept the sanctions and find alternative markets for Australian wheat, AWB decided to disguise the true nature of its transactions and pay fees not permitted under the sanctions to a company controlled by the Iraqi Government.

The Independent Inquiry Committee of the United Nations (‘IIC’) estimated that AWB accounted for more than 14% of the illicit payments made to Iraq in connection with humanitarian purchases under the Programme . Their report concluded that AWB paid 'trucking charges' of more than $US222 million to Alia, a Jordanian trucking company owned by the Iraqi Government. AWB was identified as one of the 5 largest food suppliers to Iraq under the Programme which collectively accounted for US$5billion in contracts.

In its final report, the IIC concluded that Alia was a front company for the Iraqi regime headed by Saddam Hussein and that Alia channelled these payments to Iraq in contravention of the United Nations’ sanctions. A key issue in the Cole Inquiry was whether AWB or any of its employees knew or suspected that this was the case.

Despite significant evidence in support of the IIC conclusions, AWB denied any wrongdoing to the UN, the United States Senate, the Australian Government and ultimately to the Cole Inquiry.

AWB conducted 2 internal inquiries, retained 3 external legal firms and obtained various counsels’ opinions and then claimed that it was vindicated but that the documents could not be used by the Commission as they were subject to legal professional privilege. The claim for privilege was largely unsuccessful. 

AWB's corporate reputation is in tatters. It has had to replace its Chair and CEO and other senior executives. The documents show a failure of culture, systems and procedures: a willingness to break international conventions, to pay bribes and then to cover up their activities.

Counsel assisting argued that there was "a policy of doing whatever it took to get the business done."

In the final analysis much will also be said about subsidiary issues: the function of in-house lawyers and the tension between commercial loyalty to their employer and professional ethics, the role of lawyers in internal investigations and the use of legal professional privilege to restrict access to incriminating documents, internal document management and systems for retrieving documents and emails and the appropriate corporate position to take when an investigation is launched.

Ultimately this inquiry will be about corporate culture and the harm that can be caused by a failure of board and management to show leadership.

LESSONS LEARNED

Organisations need to understand their risks and have in place systems to manage knowledge related to those risks. They need to know who does what in their organisation and how and where knowledge is stored. It should not take weeks or months to locate important information.

They need to have a corporate culture which frowns on “getting around” the law and which encourages telling the truth when problems have been identified.

UPDATE: For those who have an interest in what laws might have been breached, look at Appendix 26 , page 313 in Volume 5 of the Report.

AWB Inquiry Index
AWB Cole Inquiry Squidoo lens

Global warming impact

The movie An Inconvenient Truth has opened in Australia with a big promotion by Al Gore and mixed reactions from politicians.

What do businesses think about global warming?

At a recent International Financial Ombudsmans Conference, Bill Peck, AON's General Manager Risk Management and Compliance, delivered a paper on Global Warming-Impact on Financial Services.

Whilst the link is not the full speech, the notes themselves are sobering (starting with a tsunami crashing over the Opera House) and clearly indicate that some industries are acknowledging global warming as a growing risk and are planning for it.
 

Cole Inquiry AWB hearings conclude

The "Inquiry into certain Australian companies in relation to the UN Oil-For-Food Programme" concluded public hearings on 29 September 2006. Hearings commenced on 16 January. Its report is due on 24 November.

Although there were 3 other companies investigated, the Inquiry primarily focussed on the conduct of AWB in relation to its wheat sales to Iraq.

The last week  provided evidence of conduct worse than I foreshadowed in my post of 31 January: AWB's corporate reputation is in tatters. It has had to replace its Chair and CEO and other senior executives. The documents show a failure of culture, systems and procedures: a willingness to break international conventions, to pay bribes and then to cover up their activities.

Counsel assisting argues that there was "a policy of doing whatever it took to get the business done."

Commissions of Inquiry always look for "the smoking gun", that piece of evidence that plainly exposes the truth of what happened, but rarely find it. Commissioner Cole, in his last week, has finally obtained documents which contradict the denials of AWB witnesses.

At least one email discovered (relating to the building of bunkers by the Iraqis) has prompted the Commission to indicate that it is examining whether AWB and others might have committed an offence under the terrorism offences in the Criminal Code.

This exchange between the Commissioner and the former CEO on the last day is revealing:

THE COMMISSIONER: Q. Mr Lindberg, it does appear that large amounts of money did go from AWB to Iraq through Alia, and you've said to me that it happened and it shouldn't have happened. It's obviously been a disaster for AWB and, no doubt, for you personally. Are you able to give me any understanding as to how you think this came about, how it happened in a company like AWB?
A. I haven't followed all the evidence in this Commission, Commissioner, but it would appear that it was set up before I arrived by former employees and it continued under my stewardship, and it shouldn't have.

In the final analysis much will also be said about subsidiary issues: the function of in-house lawyers and the tension between commercial loyalty to their employer and professional ethics, the role of lawyers in internal investigations and the use of legal professional privilege to restrict access to incriminating documents, internal document management and systems for retrieving documents and emails and the appropriate corporate position to take when an investigation is launched.

Ultimately this inquiry will be about corporate culture and the harm that can be caused by a failure of board and management to show leadership.

Commissioner Cole will produce a report containing factual findings and recommendations about what legal offences may have been committed. Most likely it will become a valuable tool for training and case studies.

AWB Inquiry Index
AWB Cole Inquiry Squidoo lens

The importance of learning in business

Sir Ken Robinson recently observed that if a person went to a dinner party and announced he was a teacher there would be a deafening silence. Yet everyone claims to have an "interest" in education.

There has been much discussion about the importance of creativity and innovation in business. It has been suggested that some industries and professions will be forced to change by the commoditisation and automation of services they currently provide. Databases and software will force "knowledge workers" to develop new ways of doing business.

But according to Robinson: "We don't grow in to creativity, we grow out of it...we get educated out of it".

It's not just about technology: it's about the effort your business puts into "research and development" in areas ranging from customer service, management, employees to corporate social responsibility as well as how you use technology to make your goods or provide your services.

How many innovative businesses do you know?

References:
Sir Ken Robinson (video)
E-learning for industry
Revenge of the Right Brain
A Whole New Mind



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