Do The Right Thing.

This column first appeared in Progress Magazine in March 2012......

One of the lessons I remember most as a young child was the constant reminder from my father that I didn’t have to reinvent the wheel.  Others before me had discovered the path of least resistance and I should just listen to them, follow their advice and “do the right thing.”

This lesson came back to me this week as I completed my fourth stakeholder audit in as many months.  As an independent consultant who specializes in strategic planning, corporate social responsibility development and stakeholder engagement, I have the truly amazing opportunity to work with organizations who provide me full access to their key stakeholders and entrust me with reaching out and determining what those stakeholders think of the organization, it’s vision and mandate, it’s successes and challenges and where the organization needs to focus on for the future.

In the past four months I’ve worked with two industry associations, a health care organization, and a provincially driven agency.  They are all good organizations with solid histories, excellent staff and a strong record of results.  What’s most interesting, are the key challenges that stakeholders identified within each of these organizations that they all have in common.

This got me thinking about all of the engagement exercises I’ve done with Atlantic-based businesses over the past few years and surprise, surprise, many of their challenges were the same. 

Communication

This is the most common challenge I hear from stakeholders – regardless of the sector.  Stakeholders consistently outline the challenge of not knowing what an organization does, whether or not it has achieved success and, most importantly, what that organization can do for the stakeholder.  While fundamental to everything an organization does, communications is perhaps the one area where most tend to fail on a regular basis.  Whether some take it for granted or just don’t think of it, stakeholders continue to feel a disconnect with the very organization that depends on them to help reach their goals.  While every manager I’ve ever worked for fancied themselves an excellent communicator, the truth is that solid, consistent, two-way communications with key stakeholders takes focus, strategy and commitment. 

Collaboration

Another key area stakeholders highlight is the organization’s ability to work with other groups or organizations to ensure the best focus and strategy possible.  This could mean collaboration between business and government, our educational institutions and the private sector or even like-minded agencies that offer similar services.  Yet we continue to see groups operating in isolation.  Stakeholders want to see groups and organizations willing to accept that they don’t always hold all the answers.  They want to see integration and collaboration with a goal of providing the best product, service or support possible.

 Shared-Value

Beyond being a financially successful operation, stakeholders want to see the added-value that organizations bring to the communities in which they operate.  I’ve talked many times in this column about the concept of shared-value yet many organizations remain unaware or are unwilling to act on the opportunity to make a difference in the lives of their stakeholders while at the same time, making a profit.   Again this is not about sponsoring little league teams or providing ball caps for golf tournaments.  It requires thought and strategy and tends to be an after thought with many organizations across our region.

Openness and Transparency

In addition to effective two-way communication, stakeholders want to see organizations that are willing to be open and transparent in everything they do.  From profits to solving challenges, stakeholders have greater trust and respect for the organization that is willing to share through reporting and ongoing communications.  This allows stakeholders to make informed decisions, generate greater awareness and ultimately create stronger good will. 

Leadership

Perhaps the most difficult to quantify, stakeholders continue to highlight the lack of leadership within many of the organizations in our region today.  While it’s not about the ability of the individual leaders, it is about the ability of an organization to play a leadership role in whatever it is they do.  Stakeholders want to be part of successful organizations.  They want to see an organization that has the ability to inspire, to make a difference and to be true innovators in their various disciplines or sectors.

So there you are.  Whether you’re a government agency or a private organization, are you truly aware of what your stakeholders think of you and, even more importantly, whether or not they see themselves within your organization?

Don’t assume.  Take the time to reach out to stakeholders and engage them in a dialogue.  Also don’t assume they’ll be frank and open unless you employ an independent consultant who can ask the tough questions and be prepared for the tough answers.  While difficult to hear, I guarantee its better to know than to remain ignorant.  

I finally get what my father was saying.  You don’t have to reinvent the wheel and find out the hard way.  Many organizations have been down that path.  You have the ability to follow an easier one.  A path that will lead to improved stakeholder engagement, greater social responsibility and a stronger bottom line.   

Mike Randall is a communications and engagement specialist living in Moncton. He can be reached at mike@engageatlantic.ca.

Finding Your Sweet Spot

The new ingredient to drive the next wave of innovation and productivity growth is collaboration.  That’s the growing opinion from businesses committed to creating shared value.

We’ve talked about the concept of shared value in this column in the past.  How “creating shared-value” may be the real key to creating sustainable and high-performance organizations. Basically the philosophy is equally about organizations committed to making a difference in the lives of their stakeholders while at the same time, making a profit.

So how do organizations who are committed to created shared value begin to choose where to make a difference?

For Bell Aliant its about finding that “sweet spot” that addresses a real community need, while at the same time engaging stakeholders to be hands on in the execution of making a difference.

“it’s about more than writing a cheque,” says Bell Aliant’s VP of Corporate Affairs, Lisa Merrithew. 

Once again Bell Aliant partnered with Bell to launch its nation-wide Let's Talk campaign inviting Canadians to join in on the conversation about mental health.

The campaign focuses on reducing the stigma around mental illness.  The commitment by Bell - 
For every text message sent and every long distance call made by Bell and Bell Aliant customers on February 8, Bell will donate 5 cents to programs dedicated to mental health.

“we are absolutely jazzed about helping a cause that affects one in five,” says Merrithew.  “The reaction from our employees has been absolutely incredible.”

Merrithew says that the Let’s Talk Campaign, while only in its second year, helps to deliver value on a number of levels.

“While we support a lot of causes in the communities in which we operate, this campaign allows our employees to get involved in making a difference towards a cause that needs attention.”

Before deciding on mental health, Merrithew says the company did a ton of research and discovered there was a tremendous need – not only for cash – but to help create awareness and get people talking about mental health.

“We’re a communications company and we have the channels available to us that make sense to help create a conversation and improve awareness. Says Merrithew.  “I think organizations have an obligation.  If you have a voice and a place to deliver it  - it’s something you are obliged to do.”

Another term used for this kind of investment is ‘impact investing’. Dr. Judith Rodin, President of the Rockefeller Foundation, says: “When I talk about impact investing, I’m talking about [a] double bottom line. You want a financial return but you also are looking for a social or environmental return as well.”

Rodin says businesses must reconnect company success with social progress. Shared value is not about redistributing existing value but about expanding the total pool of economic and social value. She contends that businesses will need to overcome the deeply entrenched assumption that there are tradeoffs between economic efficiency and social progress or between economic efficiency and sustainable environmental practices.

For Bell Aliant the benefits were multiple.

“First and foremost, this was about employee engagement,” says Merrithew.  “It’s about finding that sweet spot that allows organizations to provide stakeholders the opportunity to really dig into an issue and take it to the next level.”

As well, Merrithew says the campaign clearly helps with Brand Awareness and also addresses an identified need in Atlantic Canadian communities.

“So many people have come forward to say thank you and the campaign is clearly hitting a nerve with our customers.

Another key benefit was Bell Aliant’s ability to partner with key stakeholders in government – seeing the Provinces of PEI and NB actually promote the event on their government sites.

For Merrithew, the real challenge for any organization is finding that sweet spot that hits all the marks.  She says organizations need to listen to stakeholders and engage them in the decision-making.

Another benefit is the fact that, with shrinking community relations budgets, being focused helps to manage expectations. 

“While people still come to ask us for assistance with their community event, they are starting to understand that we have a focus on where a portion of our community spending will go.  While we will never stop supporting lots of causes, this focus helps everyone understand what we’re trying to do and helps us tell a better story.”

Let’s Talk isn’t the only campaign that is providing shared-value for the organization.  Bell Aliant also runs a Backpacks for Kids campaign that is employees and supplier driven.  Together these campaigns create a sense of ownership for Bell Aliant’s key stakeholders and help to create the all important goodwill as the company continues to evolve in the marketplace.

The one-day Let’s Talk Campaign raised over $3million nationally for Mental Health programs.  More importantly it has placed Bell Aliant in that unique position of creating real shared-value across the region. 

That’s a position that money alone cannot buy.

New Beginnings - Time To Get Engaged!

Three years after venturing out on my own with Mike Randall Communications I am now ready to evolve to the next step.

Over the past 25 years the one thing I have learned more than anything else is the importance of engaging key stakeholders in an ongoing manner.

Without relationships based on trust and transparency you have nothing.  Without goodwill from key stakeholder groups you have no long-term sustainability.

Engage Atlantic is the culmination of years of working with companies and organizations to engage stakeholders for one purpose or another.

CBC.ca | Information Morning Moncton | His Story

I enjoyed recalling our efforts during 9/11 this morning on CBC's Information Morning.

Hope you enjoy!!!!

CBC.ca | Information Morning Moncton | His Story

A lesson for us all

Tens of thousands of Canadians have written to me in recent weeks to wish me well. I want to thank each and every one of you for your thoughtful, inspiring and often beautiful notes, cards and gifts. Your spirit and love have lit up my home, my spirit, and my determination.

Unfortunately my treatment has not worked out as I hoped. So I am giving this letter to my partner Olivia to share with you in the circumstance in which I cannot continue.

I recommend that Hull-Aylmer MP Nycole Turmel continue her work as our interim leader until a permanent successor is elected.

I recommend the party hold a leadership vote as early as possible in the New Year, on approximately the same timelines as in 2003, so that our new leader has ample time to reconsolidate our team, renew our party and our program, and move forward towards the next election.

A few additional thoughts:

To other Canadians who are on journeys to defeat cancer and to live their lives, I say this: please don’t be discouraged that my own journey hasn’t gone as well as I had hoped. You must not lose your own hope. Treatments and therapies have never been better in the face of this disease. You have every reason to be optimistic, determined, and focused on the future. My only other advice is to cherish every moment with those you love at every stage of your journey, as I have done this summer.

To the members of my party: we’ve done remarkable things together in the past eight years. It has been a privilege to lead the New Democratic Party and I am most grateful for your confidence, your support, and the endless hours of volunteer commitment you have devoted to our cause. There will be those who will try to persuade you to give up our cause. But that cause is much bigger than any one leader. Answer them by recommitting with energy and determination to our work. Remember our proud history of social justice, universal health care, public pensions and making sure no one is left behind. Let’s continue to move forward. Let’s demonstrate in everything we do in the four years before us that we are ready to serve our beloved Canada as its next government.

To the members of our parliamentary caucus: I have been privileged to work with each and every one of you. Our caucus meetings were always the highlight of my week. It has been my role to ask a great deal from you. And now I am going to do so again. Canadians will be closely watching you in the months to come. Colleagues, I know you will make the tens of thousands of members of our party proud of you by demonstrating the same seamless teamwork and solidarity that has earned us the confidence of millions of Canadians in the recent election.

To my fellow Quebecers: On May 2nd, you made an historic decision. You decided that the way to replace Canada’s Conservative federal government with something better was by working together in partnership with progressive-minded Canadians across the country. You made the right decision then; it is still the right decision today; and it will be the right decision right through to the next election, when we will succeed, together. You have elected a superb team of New Democrats to Parliament. They are going to be doing remarkable things in the years to come to make this country better for us all.

To young Canadians: All my life I have worked to make things better. Hope and optimism have defined my political career, and I continue to be hopeful and optimistic about Canada. Young people have been a great source of inspiration for me. I have met and talked with so many of you about your dreams, your frustrations, and your ideas for change. More and more, you are engaging in politics because you want to change things for the better. Many of you have placed your trust in our party. As my time in political life draws to a close I want to share with you my belief in your power to change this country and this world. There are great challenges before you, from the overwhelming nature of climate change to the unfairness of an economy that excludes so many from our collective wealth, and the changes necessary to build a more inclusive and generous Canada. I believe in you. Your energy, your vision, your passion for justice are exactly what this country needs today. You need to be at the heart of our economy, our political life, and our plans for the present and the future.

And finally, to all Canadians: Canada is a great country, one of the hopes of the world. We can be a better one – a country of greater equality, justice, and opportunity. We can build a prosperous economy and a society that shares its benefits more fairly. We can look after our seniors. We can offer better futures for our children. We can do our part to save the world’s environment. We can restore our good name in the world. We can do all of these things because we finally have a party system at the national level where there are real choices; where your vote matters; where working for change can actually bring about change. In the months and years to come, New Democrats will put a compelling new alternative to you. My colleagues in our party are an impressive, committed team. Give them a careful hearing; consider the alternatives; and consider that we can be a better, fairer, more equal country by working together. Don’t let them tell you it can’t be done.

My friends, love is better than anger. Hope is better than fear. Optimism is better than despair. So let us be loving, hopeful and optimistic. And we’ll change the world.

All my very best,

Jack Layton