HERE AND NOW - Formanchuk & Asociados

Internal Communication 2.0: A Cultural Challenge_______________________________________________________________________________a. To think togetherb. To write togetherc. To decide togetherAfter all, who deals with the customers every day? THEM!I was inspired by Dan Gillmor, (journalist and author of the classic "We, theMedia") when he said:“My readers know more than I do, and that’s a good thing”.Leaders should recite this mantra:“My employees know more than I do, and that’s a goodthing!”This is how the story ended: the “Customer Care Manual” turned out to beexcellent, with millions of productive ideas, many more than if it had been writtenby a boss or a know-it-all consultant. A blow to the ego? Yes, all the 1.0 leaders’egos were bruised”. But the CEO, who I know well, told me later: “Ale, until now, Ididn’t know that my company was full of so much talent at the base of thepyramid. Maybe it is time to redesign it. Thanks for showing it to me.”i. Network and interaction:A communication 2.0 scheme requires a participative and flat organization, wherethe interaction is not affected by classic hierarchies or uni-directional relationships.Where roles, tasks, borders, leaderships and interchanges are more flexible anddynamic, where the center and the surrounding areas are contingent, situationalor blurred because of a network of interactions.Alejandro Formanchuk 18