finding and supporting your open leaders
DESCRIPTION
Webinar conducted by Charlene Li on Friday, May 14, 2010. Third of four Webinars on the ideas in the book, "Open Leadership". More info at open-leadership.comTRANSCRIPT
Finding and Supporting
Open Leaders
Charlene Li
Altimeter Group
May 14, 2010
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#openleader
© 2010 Altimeter Group
Open Leadership
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Having the confidence
and humility to give up
the need to be in control,
while inspiring
commitment from people
to accomplish goals
How to give up control,
and be in command
© 2010 Altimeter Group
Why did you follow that person?
Think of your favorite leader
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© 2010 Altimeter Group
Believes that most people want to do their best
want to be responsible, trustworthy, and honest.
• Pessimists believe that most people cannot be trusted
because they are looking for an advantage.
Two characteristics of optimistic leaders.
• Curiosity – driven by a deep quest to learn constantly
and see social technologies as a way to do this.
- E.g. Dell and Starbucks
• Humility – able to admit when you need help or have
made a mistake.
- E.g. Kodak
The Optimistic Leader
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© 2010 Altimeter Group
Believes that more heads are better than one.
―It is very arrogant to think you can make better
decisions than the thousands of people below you.‖
- Cris Conde, SunGard CEO
Recognizes and rewards collaboration.
• As opposed to individual accomplishments.
Cisco shifted from command-and-control
individualistic approaches to collaboration over
seven years.
• Accelerated in last two years thanks to social and
collaboration technologies.
The Collaborative Leader
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© 2010 Altimeter Group
Find and develop your open leaders
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Cautious Tester
Realist Optimist
Worried Skeptic
Transparent Evangelist
Pessimist Optimist
Collaborative
Independent
© 2010 Altimeter Group
Convincing the curmudgeon
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Who can best work with
a Worried Skeptic?
It’s a fad and
waste of time.
It’s too risky.
What’s the
ROI?
© 2010 Altimeter Group
Examples of Realist Optimists
Lionel Menchaca
DellEd Terpening
Wells Fargo
Lovisa Williams
US Dept. of State
© 2010 Altimeter Group
Realist Optimists Cautious Tester and Worried
Skeptics
• Help them understand the value of being open.
• Keep Transparent Evangelists nearby to learn how to
work with Pessimists.
Transparent Evangelists take on outward facing
functions and responsibilities to open up the
organization.
Supporting your archetypes
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© 2010 Altimeter Group
Best Buy’s First Social Media Experts
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Steve Bendt &
Gary Koelling
© 2010 Altimeter Group
They harnessed Best Buy’s biggest asset
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The Blue Shirts
© 2010 Altimeter Group
BlueShirtNation.com supported Best Buy’s
front line employees
© 2010 Altimeter Group
Steve & Gary had an executive sponsor
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Barry Judge
CMO of Best Buy
© 2010 Altimeter Group
They kept telling him one thing…
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―Barry, you gotta get a blog!‖
© 2010 Altimeter Group
Barry’s first post
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―I was so relieved when it was over—it was just
two sentences to get started.‖
© 2010 Altimeter Group
The Premier Black Fiasco
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6.8 million
emails sent
instead of
1,000 test
© 2010 Altimeter Group
Barry’s response
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―…we screwed up the execution which makes
me feel sick about the customer trust that we
have impacted.‖
© 2010 Altimeter Group
Openness became a strategy
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Open market testing of new logo
© 2010 Altimeter Group
+2,200 Best Buy employees provide
support on Twitter
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© 2010 Altimeter Group
Being authentic
Mastering transparency
Developing and encouraging open leadership
Skills and behaviors of open leaders
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© 2010 Altimeter Group
I seek out and listen to different points of view.
I make myself available to people at all levels of
the organization.
I use social technologies effectively to
communicate.
I actively manage how I am authentic.
Being authentic
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© 2010 Altimeter Group
I take the time to explain how decisions are being
made.
I reach out to customers frequently via social
technologies, wherever they may be.
I encourage people to share information.
I update people regularly using social
technologies.
I publicly admit when I am wrong.
Mastering transparency
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© 2010 Altimeter Group
I identify and actively nurture potential open
leaders at all levels of the organization.
I train and encourage people to use open
leadership skills.
I encourage the use of social technologies
throughout the organization.
I create a support network for open leaders.
I ask "What did I/we learn" when things fail.
Develop and encourage open leadership
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© 2010 Altimeter Group
Prepare for new workflows
Social technologies will disrupt
traditional organization structures
© 2010 Altimeter Group
Social media triage
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Can you add
value?
Evaluate the
purpose
Respond in
kind & share
Thank the
person
Unhappy
Customer?
Dedicated
Complainer?
Comedian
Want-to-Be?
NegativePositive
Yes No
Do you want
to respond?
No
Response
No
Yes
Take reasonable
action to fix issue
and let customer
know action taken
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
NoYes
Yes
Assess the
message
© 2010 Altimeter Group
1. Respect that your customers
and employees have power
2. Share constantly to build trust.
3. Nurture curiosity and humility.
4. Hold openness accountable.
5. Forgive failure.
The New Rules of Open Leadership
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© 2010 Altimeter Group
Conduct the open leadership assessment and
determine your archetype.
• Do a 360 degree evaluation to keep yourself honest.
• Create a plan to support all archetypes in your org.
Conduct a skills and behavior inventory.
• What skills and behaviors do you have to support open
leadership?
• For the ones you are missing, how will you develop or
compensate for them?
Action Plan
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© 2010 Altimeter Group
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Thank you
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Charlene Li
charleneli.com/blog
Twitter: charleneli
For slides, send an email to
For more information & to buy the book
visit open-leadership.com