saying thank you. saying i'm sorry
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Saying Thank You. Saying I'm Sorry.
When TechComm goes all wrong Viqui Dill
TechComm Leader at American WoodmarkSenior STC Member
STC New England InterChangeSTC Summit 2015
3/25/2015 1| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Icebreaker
• Who is this? What did she do?
• Did you ever make a big public mistake? What did you do to make it right?
http://www.ted.com/talks/monica_lewinsky_the_price_of_shame
3/25/2015 2| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Expectations for today
3/25/2015 3| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Tech rules our lives
• Tech rules our lives
• Tech can be big
• Tech can be fragile
– When technical things go wrong, they often go wrong in big, public ways
– System users deserve an apology
– System users deserve a sincere gesture of thanks for risking a continued relationship
3/25/2015 4| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Tech rules our lives
• Tech rules our lives
• Tech can be big
• Tech can be fragile
– When technical things go wrong, they often go wrong in big, public ways
– System users deserve an apology
– System users deserve a sincere gesture of thanks for risking a continued relationship
3/25/2015 5| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Hooray for #TechComm
• The voice of a technical organization
– Training
• “I’m sorry it’s hard to do right.”
– Online help
• “I’m sorry it’s confusing.”
– Release notes
• “I’m sorry it was broken.”
http://blog.wordbank.com/2011/12/23/best-404s-of-2011/
3/25/2015 6| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Hooray for #TechComm
• The voice of a technical organization
– Training
• “I’m sorry it’s hard to do right.”
– Online help
• “I’m sorry it’s confusing.”
– Release notes
• “I’m sorry it was broken.”
http://blog.wordbank.com/2011/12/23/best-404s-of-2011/
3/25/2015 7| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
It’s all about the other guy
• Active listening
– Don’t interrupt
– Don’t make excuses
– Do make eye contact when you can
– Do acknowledge the problem
3/25/2015 8| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Problems with the doc?
• Prompt correction of the problem
• Gushing thanks for the feedback
• At least somebody is reading it
3/25/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg | 9
Problems with the system
• List the problems fixed – Order billing system failed to enable free shipping
on replacement parts
– Contacts screen not enabled for international phone numbers
• Stress the focus on quality
• Apologize for the inconvenience
• Make financial or other amends
• Express thanks for the business relationship
3/25/2015 10| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
The “I” Message
• State how you feel (the message relationship or meaning)– “I feel _________________________.
• State the content of your message– because _______________________
– which resulted in ________________________.
– What I want is __________________________.”
http://americanwoodmark.com/
3/25/2015 | @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg | 11
True Confessions
• I’m a screw up survivor!
• I learned!
• I made amends for the whole organization. – Admit we caused a problem
– Thank the folks for their patience with us while we worked out a solution
– Give a concrete token of our appreciation, and make it an awesome stress-relief toy!
3/25/2015 12| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
https://viquidill.wordpress.com/2013/05/17/thank-you-note/
9-1-1 Dispatch
• What’s the worst thing a phone system can do? – Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users – Acknowledge the problem
– Thank them for their patience
– Win back their trust
3/25/2015 13| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
9-1-1 Dispatch
• What’s the worst thing a phone system can do? – Call the cops
– Scare the callers
– Upset the dispatcher
• My job: check up on 368 phone users – Acknowledge the problem
– Thank them for their patience
– Win back their trust
3/25/2015 14| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over.
– Thank them for being like the second mouse who didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
3/25/2015 15| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Who moved my cheese?
• Who moved my cheese?
– Give the stretchy mice and cheese to clients and teammates when you've changed processes, interfaces, or objectives over and over.
– Thank them for being like the second mouse who didn't freak out when the cheese moved.
– Make it public!
http://www.officeplayground.com/Stretchy-Mice-and-Cheese-P279.aspx
3/25/2015 16| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
I dropped the ball
• Gamification added to a training program
• Moved to another program, just before #STC14
• I did not communicate well what was left to do
• I did not follow through
3/25/2015 17| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
When pigs fly
• Flying pig– Give the flying pig to clients and teammates who
are especially committed, even in times of conflict.
– Tell the Agile story about the pig and the chicken.
http://www.officeplayground.com/Slingshot-Flying-Pig-P1200.aspx
http://en.wikipedia.org/wiki/The_Chicken_and_the_Pig
3/25/2015 18| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
I was kicked off the team
• Oh dear, I’m not on the team
– Suddenly, I’m not invited to team meetings
– When I found software bugs, nobody was happy about it
– My test data was overwritten
– Project schedules included planned overtime
3/25/2015 19| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Roses are red
• Rose above it
– Give the solar rose toy when a teammate has persevered through a tough season.
– This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migraines or digestive trouble.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
3/25/2015 20| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Roses are red
• Rose above it
– Give the solar rose toy when a teammate has persevered through a tough season.
– This works great when someone is willing to come to work when they're sick with something non-contagious like stress related migraines or digestive trouble.
http://www.officeplayground.com/Solar-Dancing-Flower-Rose-P2362.aspx
3/25/2015 21| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
I changed the plan
• The project scope and objectives changed
– Everything had to be redone
– With the same deadline
– In a high exposure project
– Impacting all 3,000 employees
3/25/2015 22| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Metamorphosis
• Butterfly– Give the butterfly solar toy
when a project starts out ugly and then turns beautiful after a dormant season.
– The metamorphosis message will not be lost with this token of thanks.
http://www.officeplayground.com/Solar-Power-Motion-Toy-Dancing-Butterfly-P6066.aspx
3/25/2015 23| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
I love my teammates
• We did our best
– Uncontrollable externals
– Unforeseen results
– Pulled together
– Without scapegoating
3/25/2015 24| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Slay the dragon
• Dragon– Give the dragon squeeze toy
when someone helps you work through a particularly tough situation, like slaying a dragon.
– Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
http://www.officeplayground.com/Poppin-Peepers-Dragon-P5741.aspx
3/25/2015 25| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Slay the dragon
• Dragon– Give the dragon squeeze toy
when someone helps you work through a particularly tough situation, like slaying a dragon.
– Users who are willing to participate in early usability or beta tests will appreciate the metaphor.
http://www.officeplayground.com/Poppin-Peepers-Dragon-P5741.aspx
3/25/2015 26| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
I’m sorry. Here’s proof.
• People love a heartfelt apology
• People love toys
– By combining the two, Technical Communicators will be able to rebuild relationships with customers in a concrete, humorous way
3/25/2015 27| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Share your story
3/25/2015 28| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Questions?
3/25/2015 29| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Did we meet your expectations?
3/25/2015 30| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
Connect with me
• Bio http://wdcb.stcwdc.org/about-us/chapter-bios/dill-bio/
• Blog https://viquidill.wordpress.com/
• Emailsocial_media@stcwdc.org
• @viqui_dillhttps://twitter.com/viqui_dill
• Linked Inhttp://www.linkedin.com/pub/viqui-dill
• Facebookhttps://www.facebook.com/viqui.dill
3/25/2015 31| @viqui_dill | Saying Thank You. Saying I’m Sorry. | #InterChangeNE #TechComm #STCorg |
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