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Holtz Communications + Technology

Shel Holtz
Communicating at the Intersection of Business and Technology
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How the approval process needs to change

Among the tiny early-adopter subset of the total online population, a lot of buzz is dedicated to a perceived shift from blogging to lifestreaming. Edelman Senior VP Steve Rubel, the most widely read of PR’s many participants in social media venues, has shuttered his Micro Persuasion blog in favor of a Posterous lifestream, asserting that “blogging feels old” and “publishing today is all about The Flow.” (More on this in an upcoming post.)

imageIn the real world, though, communicators employed by companies struggle to overcome a phalanx of obstacles to the most basic of online engagement. One such obstacle about which I keep hearing is the institutionalized content approval process. I was with an organization recently in which the simple concept of blogging was confounding in light of the fact that every word that goes public is subject to a daunting round of approvals.

Before most organizations can join Steve and the other innovators and early adopters at the vanguard of social media, they will need to come to terms with era of the 140-character news cycle and establish processes and cultures that allow communicators (and others) to communicate effectively, unhindered by vestiges of outdated and archaic policies.

The approval process that became the standard in most organizations is based on several assumptions:

  • Employees who are charged with creating content, such as press releases and authoritative statements of record, don’t know enough to avoid saying things that could cause problems for the company. Therefore, those who are in the know must vet the document in order to minimize the risk.
  • The vetting process is designed to scrub the content clean for external consumption.
  • Adequate news cycles exist that ensure there is enough time for the document to wend its way through the various layers of approval. A press release updating a crisis, for example, didn’t need to be in the hands of the media until 15 minutes before the 6 p.m. newscast.

Neither of the last two points is valid any longer, which requires organizations to think differently about how they address the first one.

First, the messages delivered internally are subject to external scrutiny, like it or not. While some organizations have awakened to the need for transparency, all organizations are having transparency thrust upon them. The line between internal and external communications is blurring. Communications to any audience need to be considered from this perspective at the time they’re crafted.

Second, there are no more news cycles (or, as I like to say, they’ve been reduced to 140 characters). Given the speed and volume of information filling the conversation space, the time it takes to process content through an approval process is time during which thousands of other messages can define your story and shape the public’s opinion. Especially in a crisis, you need to get your information into the mix now.

Given these realities, how does an organization prevent the communication of a message that contains inaccuracies, regulatory boo-boos and inconsistencies with the official company position? The answer, in most cases, is to alter the thinking about approvals from reactive to proactive. Rather than wait for each bit of content to be created, those tasked with communicating on behalf of the organization need to have a series of sit-downs with Legal, Regulatory Affairs and all the other specialists in order to be trained on the issues that could cause the company grief. Done well, this would leave lawyers and others confident that these communicators will produce problem-free content. They’ll also be confident that communicators will seek out their counsel when they’re not sure whether something they’re planning to say is problematic.

Ultimately, a new view of the role of internal communications can have largely the same result with all employees, not just the communicators.

But make no mistake: Before organizations can catch up to where the Steve Rubels and Stowe Boyds of the world were even two years ago, issues like the approval process will need to be addressed first.

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