Over-confidence: A Cautionary Tale

The last couple of weeks has been an amazing learning experience for me on many levels and I wanted to share some of that with you while protecting the identity of the people involved. Certainly, I remain careful to ensure that the team and I at fusedlogic never stop learning and certainly never rest on our laurels. Highlights include a visit  and presentation to CIPS in Winnipeg, Manitoba and then to the US, for OpenGov West situated in Emerald City, (Seattle).

Social Media is “too-risky”

During this snap-shot in time, I’ve been told more than once that social media was deemed to be “too-risky,” with a public servant stating over a great lunch – “I know you’re right but that’ll never happen where I work.”  Although the support for that stance is eroding as time passes and solid case-studies in government arise.  Or as one public servant stated to me, as the “old people with canes in control retire,” – not my words…

I’ve witnessed people from government agencies in one instance talk publicly about open government as a necessity, and in a shocking bit of irony, pullback right in front of my eyes from a positive opportunity to promote an already approved message, suggesting it would be “too-risky.”

I’ve listened to and witnessed an organization with multiple billions in assets be stretched so thin they couldn’t contemplate the identified large deficit in their digital communications and the impact it is having on their overall business success.

I was told a variation of an all too familiar story.  One elected official reciting work colleague comments that “they didn’t need to learn anything about social media because their staff handled that.”

The Art of Honesty

I’ve been in sessions and witnessed images hand-drawn by public servants that depict they’re present situation in terms of the use of social media was akin to being in hand-cuffs and in jail.  A further comparison was made between a “horse-drawn wagon” reality as opposed to the required “jet” depicting the level of sophistication in approach, and a top-heavy organization with a major barrier wall between leaders and staff just to name a few.

I’ve been present for exciting announcements of new Open Government projects.  Witnessed a provincial government look to take it’s first few steps towards convincing the internal powers that be social media is something to be embraced, while members within another state confidently they’re pretty much leading the way.  To which I shudder internally about, especially when I compare that statement to what I’ve learned from my time speaking with CTO’s and CIO’s from cities and jurisdictions in the US and other parts of Canada.

Zombies! Really?

I’ve been shown How to Survive the Zombie Apocalypse, which when translated was really a fun representation about how to manage or mitigate potentially negative outcomes related to citizen engagements.  Finally, who can forget my experiences with Microsoft this week? The level of oddity, frustration, arrogance, pure excitement for change, creativity, honesty and innovative ideas while sitting in sharing circles can be summed up as very rich opportunities to learn.  And will be added to fusedlogic’s now 10 year history as of yesterday.

Though someone may have deployed one or more social channels, it certainly doesn’t ensure engagement, even competence.  We’ve got people adding “social something” to their list of unrelated or fringe services.  This was highlighted during a moment of clarity when an employee from a very recognizable organization admitted that despite winning some sort of an award, the reality was she was really disappointed at this organization’s use and internal grasp of social media.  Stating, “we really don’t have a clue.”

The Blind Side

A repetitive point, was that the limiting factor and barrier to real progress within government often lies with the decision-makers.  Who are at risk.  Why?  Many are not directly participating within the social web and yet have approval powers over the use of social technologies within a company, government or department.  I’ve witnessed frustration and fear on the faces of public servants, as well as, on the faces of elected officials much more than joy in this respect.  That despite some spouting confidence.

Finally, in two separate instances over the last 14 or so days, I had the opportunity to talk with people from what we’ll call “two communications groups.” In both instances, there was definite over-confidence. Both of these groups, were in government.  The number one most important point that I can pass on from these conversations is the following.  I believe their confidence, indeed their over-confidence will definitely be their undoing.  Unfortunately, the next PR disaster is always just around the corner and can come from anywhere.  The scary part in this instance is not really the impending firestorm, but that these departments as represented by these few people seem to feel they’re ready.  The level of negative complacency emanating from one public servant related to her “I know it all” attitude caused a shift in energy in many others around her.  Apparently she felt justified because her government has deployed a spattering of social channels and it seemed to me that she was ready to stand on the deck of an aircraft carrier and claim victory.  Which in this case is an appropriate analogy.

After chatting and more importantly listening, major deficits were identified or confirmed.  I probed looking for knowledge of how to deal with certain issues, responses included examples that had little relevance or revealed issues within the hierarchy.  The trap?  That being generally aware social technologies exist seems to provide them comfort and a false sense of security in their ability to operate effectively in the space.  This is the same trend among those who are attempting to position themselves as a resource in the private sector.

What am I really attempting to say?

Over-confident communications personnel PLUS decision-makers (Deputy Ministers, Assistant Deputy Ministers for example) who lack deep understanding of social ecosystems, technologies and Open Government trends EQUALS future headlines of disaster for that government.  The very same can be said for the enterprise equivalent.

I am thankful for these experiences and for the last 10 years.  fusedlogic will continue to guard against over-confidence, while embracing every chance to learn and innovate on behalf of our terrific clients, I hope you will too.