Mike's Cyber Thoughts

Freedom of expression is the cornerstone of democracy and for companies that desire truth from their workers and customers.  Having a free exchange of ideas and listening to unfiltered views concerning our work processes and products is the best way to identify areas that need improvement.  

A great deal of time and effort is spent controlling and managing the symptoms of employee dysfunction and products that do live up to expectations.  Very little time is spent creating an atmosphere and systems under which genuine concerns can be voiced and addressed.

ZDNet Online News has a wonderful feedback tool beneath every story that it publishes online.  Readers are encouraged to write their comments about the article that they just read.  Control freaks might think this is an awful idea but it is an outlet people desire.  

How many times have you read an article, turned to your spouse, a friend or co-worker and said, "read this" and after they have read it you give your views on the piece?  That is natural human behavior only now you can express your view to the world and also find out what others think.  

In a command and control world this would be unthinkable.  You might hear comments like.  What if someone writes something negative about our article?  The people who read our publication will think less of us.  

Just the opposite is true people tend to hold institutions and people who are willing to listen to opposing points of view in high regard.  Just the fact that you give someone the opportunity to respond puts you head and shoulders above the rest of the one way communicators.

As an author, manufacturer or service provider you know that people are going to discuss among themselves what you have done or created.  The value of hearing that conversation is of immense value.  The value of unfiltered, uncensored, honest feedback cannot be measured.

Via the internet every business in America has the ability to gather and gain from that exchange.  It will be interesting to see which businesses grasp this concept and put it to positive use.

--Mike Marshall 

www.MikeMarshall.com