NBA Bans Mean Tweets

The NBA is asking players to take the high road. Deputy commissioner Mark Tatum sent a memo to the 30 teams in the league:

"While we understand that the use of social media by teams, including during games, is an important part of our business, the inappropriate use of social media can damage the reputation of the NBA, its teams, and its players," NBA deputy commissioner Mark Tatum wrote in the memo obtained by ESPN.com. "Recently, social media postings (e.g., on Twitter) by some teams have crossed the line between appropriate and inappropriate. In addition to other concerns, such conduct by teams can result in 'Twitter wars' between players that can cause further reputational damage and subject players to discipline by the League.

"As a result, we want teams to be aware of the NBA's rules with respect to the use of social media by teams. As with in-game entertainment, teams are prohibited from mocking and/or ridiculing opponents (including teams, players, team personnel (including owners), and opponents' home cities) and game officials on social media in any form, including through statements, pictures, or videos."

...

"Teams may use social media for fun and light-hearted banter that does not reflect poorly on any team, player, other team or League personnel, or the League as a whole. However, such activity cannot become inappropriate or offensive. As such, we encourage teams to properly and extensively train their social media staff members to ensure that they know what kind of postings are appropriate and what kind are not."

The memo may have been inspired by Twitter banter about Chandler Parsons.

Mashable reports everyone being "obnoxiously nice" now. The sarcasm abounds.

Image source.

Discussion:

• What's the difference between light-hearted banter and "inappropriate or offensive" language? I can see some fine distinctions here.
• What's your view of the recent sarcasm: fun, disrespectful, or something else?

Former Starwood Exec Comments on the Acquisition

Former head of global development at Starwood Hotels & Resorts Worldwide Simon Turner talks openly at The Americas Lodging Investment Summit (ALIS) conference. In an interview, Turner acknowledges that in any acquisition, like the Marriott's purchase of Starwood, not everyone is going to still have a job.

Turner discusses the uncertainly, particularly with the last-minute bid from Anband Insurance, and the value of overcommunicating to avoid confusion.

Turner also describes the process and his feelings of attachment towards the people in his organization, which helped him avoid feeling "woe is me." He also had perspective considering some people spent their entire career at Starwood compared to his nine years.

In talking about the hotel business, Turner says, although executives compete with each other, there is a sense of camaraderie and respect, which Turner calls "one of the great things about our business."

Discussion:

• What does Turner mean at the beginning when he jokes, "I'm a cost synergy"?
• What lessons can we learn from Turner's views on communication?
• What's your view of Turner's perspective on the hotel business? Do you think this is true of some industries more than others? Why or why not?

Fallacies in Recent Politics

I'm teaching a module on fallacies on Monday and will present a few related to politics-wish me luck: 

• Ad hominen: President Trump's tweets are an obvious example, but I'll use Hillary Clinton's "basket of deplorables" for this example. It's an attack without evidence.

  If it's not too charged (and a bit complicated), I may talk about Senator Elizabeth Warren's reading of Coretta Scott King's 1986 letter about Jeff Sessions, the attorney general nominee. An LA Times opinion piece explains the ad hominen issue well: 

"The original intent of the rule, if you will, was to preserve comity and focus the attention senators on substance rather than ad hominem arguments. But Warren was commenting on Sessions not as a colleague but as the nominee to a position in the executive branch; his character (as perceived by Mrs. King) was central to her argument."

• False analogy: This one will be a question to students. Nordstrom dropped Ivanka Trump's brand, and President Trump criticized the decision on Twitter (although The Wall Street Journal reports a 32% sales decline). This may have been an ethics violation itself, but the false analogy came in the reporting. Kellyanne Conway was charged with an ethics violation for, as a member of the White House staff, promoting Ivanka Trump's products on Fox & Friends:

  "Go buy Ivanka's stuff, is what I was [saying] - I hate shopping and I'm going to go get some myself today."

  "This is just...it's a wonderful line. I own some of it... I'm going to give a free commercial here. Go buy it today, everybody. You can find it online."

A Breitbart article agrees with the charges, but is this "wildly disproportionate"? The article discusses a SiriusXM interview and includes a few comparisons to democrats' promoting for-profit companies: 

"Obama administration directly involved government in vastly larger business dealings, most dramatically by using the Internal Revenue Service to force Americans to buy products from preferred insurance companies under Obamacare."

"President Obama's pushing green energy technology and electric cars, such as the Chevy Volt."

"...Clintons' case...pushing the Clinton Foundation and using their government power to get people to donate to the Clinton Foundation as a form of quasi-bribery."

Are Verizon and T-Mobile Going Too Far on Twitter?

T-Mobile's sex-themed commercial continued on Twitter with the company trading barbs with Verizon, the ad target. Actress Kristen Schaal stars in the ad and seemed to enjoy being "punished" by Verizon for going over her data plan.

Some thought the ad was cute, but the tweets seemed to get out of hand. A Mashable article sums it up well: "It was all pretty creepy coming from the marketing departments of two of America's biggest telecoms. And most Twitter users were not having it."  Tweets encouraged the companies to end it: 

• "K guys. This has OFFICIALLY gone too far."
• "50 Shades of Don't"

T-Mobile CEO John Legere is known for some outlandish behavior. A CNBC article this month calls his behavior "authentic," for example using the "f-bomb," and Legere explains why he is the way he is:

"The trick for me is, I really believe that I act, behave, and speak the same way my customers do. I say what they think on behalf of them. If you look, most of my colorful nature and antics is to drive change that benefits customers."

Discussion:

• Do you find the commercial itself funny?
• What's your view of the ongoing exchange between Verizon and T-Mobile? In this case, was it worth the risk of offending?

NFL Rejects GNC Ad

GNC, the vitamin store company, is trying to improve its image, but the company won't get a spot in this year's Super Bowl. Although Fox News accepted the ad, the NFL pulled the plug.

According to AdAge, "Jeff Hennion, exec VP-chief marketing and e-commerce officer at GNC, said the NFL objected to its commercial because fewer than 3% of its products include two of the 162 substances banned by the league. According to Mr. Hennion, the NFL has approval rights over commercials in the big game." NFL also wanted GNC to change its logo, which has the name on a pill bottle. The company was working on that, but the commercial was still rejected.

Image source.

Discussion:

• Why do you think the NFL rejected GNC's ad? Is it about the banned substances or something else? Related question: What's your view of the ad?
• I can't find a statement from the NFL. Should the company make a comment? What are the advantages and potential downsides?
• GNC makes an interesting argument with the 3% claim. Do you find it convincing? Consider principles from Chapter 9.

Users #DeleteUber

Uber users aren't happy with the company's surge pricing during a New York City taxi protest. NYC yellow cabbies delayed JFK airport pickups for an hour to protest President Trump's ban on travel from predominantly Muslim countries.

Trouble started for Uber when its pricing tool showed higher prices because of the shortage. Uber says it was automatic-not intended to take advantage of the taxi drivers' decision. The company also suspended the surge but not before #DeleteUber started trending. 

Meanwhile, Uber CEO Travis Kalanick posted a call for support for drivers affected by the ban on his Facebook page.

A Yahoo story, "The Day Lyft Was Bigger than Uber," explains that some users have been favoring Lyft since Kalanick joined Trump's advisory board, while others became fans when Lyft donated $1 million to the American Civil Liberties Union (ACLU), which has been at the forefront fighting the president's new policies. The uptick for Lyft was significant: "... data from third-party app tracking firm App Annie indicates Lyft surpassed Uber in the US on Sunday for most app downloads on iOS in the US in a single day - more than twice the number of times people downloaded Lyft just two weeks prior. Downloads for the Android version of Lyft's app in the Google Play store also saw a significant boost that day."

Discussion:

• Some say boycotting Uber isn't the best way to protest, particularly because the CEO is against the president's actions. What do you think?
• Assess Kalanick's statement on his Facebook page. What are his key messages?
• How do you feel about Uber? Do you buy the argument that the surge pricing wasn't capitalizing on the taxi protest?

CEOs Respond to Trump's Executive Order

The New York Times reports "Frantic Phoning Among CEOs" about how they should address President Trump's ban on travel from Muslim-majority countries. Leaders want to oppose the ban but are concerned about "poking the bear," according to the article. The new president has taken tweet jabs at others, for example, the union leader involved in Carrier negotiations when he spoke out.

In a statement on the Starbucks website, Schultz opposed initiatives around DACA, building a wall, the Affordable Care Act, and immigration. He pledged to employ 10,000 refugees.

Mark Zuckerberg and Tim Cook also have come forward. Cook focused on Apple, of course: "In my conversations with officials here in Washington this week, I've made it clear that Apple believes deeply in the importance of immigration - both to our company and to our nation's future. Apple would not exist without immigration, let alone thrive and innovate the way we do." Other tech company leaders have weighed in their opposition: Airbnb, Uber, Lyft, Facebook, Google, Apple, Amazon, Expedia, and Microsoft.

The Times called financial firms' response more "moderate." For example, Lloyd Blanfein of Goldman Sachs said, "For us to be successful, our men and women must reflect the diversity of the communities and cultures in which we operate. That means we must attract, retain and motivate people from many backgrounds and perspectives. Being diverse is not optional; it is what we must be."

The article also noted energy and heavy industries' "mixed-bag" response, consumer and retail companies' resistance, and media and telecom's "no comment."

Discussion:

• What risks and rewards do CEOs face in addressing the travel ban?
• Why are industries responding differently? What does each have to lose or gain?
• Assess Howard Schultz's statement. While others are questioning how and whether to respond, he is on it. Why?

Dippin' Dots Responds to Spicer

White House Press Secretary Sean Spicer has periodically blasted Dippin' Dots via tweets over the years. Now the company has responded in an open letter.

In an NPR interview, the CEO of the ad agency said they were concerned about getting in the political mix, but people were expecting the company to respond, so they had little choice. The company executives decided how to respond: "Scott Fischer, the CEO of Dippin' Dots, and his executive team wanted to openly address the issue in a way which was transparent and stayed true to their brand values – fun, community, and camaraderie."

Dippin' Dots offered to serve the White House and press, but Spicer suggested treating the military and first responders. It's not clear how this might happen. 

Discussion:

• How well did Dippin' Dots handle the situation? What were the risks?
• It sounds as though Dippin' Dots responded because of the social outcry. Should the company have  jumped into the conversation with Spicer earlier? How could they have done this?

VW Culture Change Agent Resigns

About a year after she was hired, the Volkswagen head of compliance has left "by mutual agreement." A New York Times article reports that Christine Hohmann-Dennhardt, previously at Daimler, joined the board in January 2016 and "was responsible for integrity and legal affairs." The article further reports on the significance of her hire and departure:

Volkswagen presented Ms. Hohmann-Dennhardt's departure as one that was mutually agreed on. But the loss of a rare outsider in the top ranks underscores the insular nature of the company.

Its stock is held by a small number of shareholders: Two families, a German state and the government of Qatar jointly hold about 90 percent of Volkswagen shares. That leaves outside investors with little voice and results in a management board typically made up of insiders with a long track record at the carmaker.

Ms. Hohmann-Dennhardt had been an exception.

"No matter what spin they put on" her departure, said Jeff Thinnes, a former Daimler executive who advises European companies on compliance and ethics issues, "the optics couldn't be worse."

A statement on VW's website compliments Hohmann-Dennhardt's contributions: "The Supervisory Board thanks Dr. Hohmann-Dennhardt for contributing her outstanding expertise and experience to achieving important milestones, and for supporting the Group in revising its internal guidelines and procedures." The company also promises ongoing changes:

Volkswagen will continue to press forward with changes to its way of thinking and working. The Group has substantially elevated its commitment to working ethically and with integrity and is decentralizing its organization. Brands and regions already have much more autonomy with regard to their operating business. These and other initiatives are part of a broader transformation of Volkswagen's corporate culture to create a more entrepreneurial and international organization.

Image source.

Discussion:

• Some hires just don't work out. What do you think happened here?
• How well did VW handle the messaging? Read the full statement.
• To what extent do you agree with the Times' assessment? Did the article overstate the damage of Hohmann-Dennhardt's termination?

Uber Pays $20M for Misleading Drivers

Uber has been in the news several times for questionable business practices. Now, the company will pay $20 million to drivers because of a suit by the US Federal Trade Commission.

Ads on Craigslist and promotions on the Uber website boasted, "the potential income a driver on UberX can make in a year is more than $90,000 in New York and more than $74,000 in San Francisco." Boston drivers, Uber said, could make $25 per hour. But that is rarely the case: less than 10% of drivers in Boston earned that much, and drivers in NY and SF made, on average, $61,000 and $53,000.

Critics say Uber shifts risk and other expenses, such as car purchases, gas, and repairs to drivers, who don't reap the advertised benefits. 

The company disputes how the FTC calculated income and responded to the settlement:

"We're pleased to have reached an agreement with the FTC

"We've made many improvements to the driver experience over the last year and will continue to focus on ensuring that Uber is the best option for anyone looking to earn money on their own schedule."

Image source.

Discussion: 

• What is your experience with Uber as a company? How does this news factor into your view of Uber?
• What could be the discrepancy between how Uber calculates income and how the FTC sees the situation? How credible do you find Uber's argument?

VW's Winterkorn Responds to Questions

Martin Winterkorn, Volkswagen's former CEO, responded to what the The New York Times calls "polite grilling" by the German government about the emissions scandal.

Winterkorn has a tough time defending himself when the company already admitted using software to cheat emissions tests. Several executives were indicted, including many who reported directly to him. As the Times reports, "Volkswagen's plea agreement with the Justice Department in Washington last week left no doubt that the fraud was the work of dozens, if not hundreds, of employees, rather than the result of a handful of rogue engineers as the company had first claimed."

But Winterkorn said he didn't know about the "defeat device" and "never did I have the impression that anyone was afraid to speak an open word with me." The Times article further questions the likelihood that Winterkorn knew nothing:

There is some reason to doubt Mr. Winterkorn's assertion. Mr. Gottweis, a Volkswagen executive who specialized in solving technical emergencies around the world, warned in a memo in May 2014 that American regulators were likely to investigate "whether Volkswagen implemented a test detection system in the engine control unit software (so-called defeat device)."

The memo was included in a stack of weekend reading given to Mr. Winterkorn at the time, but Volkswagen has said it was not clear if Mr. Winterkorn had read it. Mr. Gottweis reported directly to Mr. Winterkorn, however, and it is deemed unlikely that a warning from an executive known internally as "the fireman" would have been ignored.

Image source. 

Discussion:

• Do you believe Winterkorn's stance? Why or why not?
• How does Winterkorn benefit from continuing to deny knowledge of the defeat device? If he is lying, what are the potential consequences to him personally and professionally of admitting the truth?
• Some see this testimony as a missed opportunity for Volkswagen. Can you explain this point of view?

APA Responds to Book Controversy

Japanese Hotel Group APA placed copies of a book written by the company CEO in all hotel rooms. Sounds nice, but the book calls the 1937 Nanjing massacre of 300,000 Chinese troops and civilians by the Japanese a "fabrication."

APA Founder Toshio Motoya wrote under a pen name but admitted to writing the book and having them distributed throughout the group's 370 budget hotels. A hotel guest's video showing the book content went viral on Weibo with 95 million views, according to Skift. At least one Chinese travel company in Japan stopped booking guests in APA hotels.

A spokesperson for the Chinese Foreign Ministry, Hua Chunying, said, "This once again shows that some forces in Japan are still reluctant to look squarely at history, and even try to deny and distort history."

APA responded in a statement, translated here. In this excerpt and throughout the statement, the company makes no apologies:

Although we acknowledge that historic interpretation and education vary among nations, please clearly understand that the book is not aimed to criticize any specific state or nation, but for the purpose of letting readers learn the fact-based true interpretation of modern history. Therefore, we have no intention to withdraw this book from our guest rooms, no matter how many denounces may be made about it from whatever viewpoint. Japan constitutionally guarantees freedom of speech and no one-sided pressures could force any assertion made get repealed.

Image source.

Discussion:

• Did the company make a mistake by placing the books in hotel rooms? What are the rationale and consequences?
• How do you assess the company's response? Consider principles of responding to customer complaints in Chapter 7.
• Would you stay at an APA hotel? How, if at all, does this situation influence your decision?

SeaWorld Responds to Tillikum's Death

Featured in Chapter 7 of the 10th edition, SeaWorld has not responded well to controversy about keeping orcas in captivity. Tillikum, an orca with a starring role in the movie Blackfish, died on January 6. In response, SeaWorld updated its Tillikum page with news about his "life and care," which, of course, have been in question for the 25 years he lived and worked at the park. The company also produced a video, "In Memory of Tillikum."

In a statement on its website, the company does acknowledge Dawn Bradshaw's death. However, the recent approach seems to blame Tillikum, while previous communications blamed Bradshaw and her wayward ponytail. 

While today is a difficult day for the SeaWorld family, it's important to remember that Tilikum lived a long and enriching life while at SeaWorld and inspired millions of people to care about this amazing species.

Tilikum's life will always be inextricably connected with the loss of our dear friend and colleague, Dawn Brancheau.  While we all experienced profound sadness about that loss, we continued to offer Tilikum the best care possible, each and every day, from the country's leading experts in marine mammals.

In December, PETA named Tillikum its first "animal of the year." When he died, PETA president and founder Ingrid Newkirk wrote an opinion article for Time Inc. titled, "Tillikum Died for His Freedom."

Image source.

Discussion:

• How well is SeaWorld handling communications around Tillikum's death? Should the company do something differently now?
• How well is PETA capitalizing on the chance to get its message out? What persuasive strategies does Newkirk use in her Time Inc. op-ed? Was a Time article a good choice? What other channels did PETA use?

Plagiarizing a Dissertation Puts Trump Pick in Question

President-elect Trump's choice for the senior director of strategic communications for the National Security Council is Monica Crowley, a political commentator. Politico reviewed her dissertation in international relations from Columbia University and found multiple issues of using quotations with quotation marks, paraphrasing too closely, and missing citations.

The example shown here is one of twelve Politico questioned.

The Trump team is standing by their candidate: "Any attempt to discredit Monica is nothing more than a politically motivated attack that seeks to distract from the real issues facing this country." And Columbia University is trying to avoid the controversy, as a media representative told The Chronicle of Higher Ed:

"We have no comment on Monica Crowley's dissertation, which was submitted in 2000 and is publicly available. The university's process for addressing concerns raised about university research preserves the confidentiality of any review, and even the fact of a review's existence is confidential while it is underway. Columbia is committed to upholding the very highest standards of integrity and credibility in academic research."

CNN reports more than 50 instances of plagiarism in Crowley's 2012 book, What the (Bleep) Just Happened? In a statement, publisher HarperCollins said, "The book, which has reached the end of its natural sales cycle, will no longer be offered for purchase until such time as the author has the opportunity to source and revise the material."

Discussion: 

• Review the examples presented by Politico and CNN. What principles of documenting sources described in Chapter 10 are missed?
• Is this a big deal, or is the media overblowing the situation, as the Trump team believes? Does her potential position as the senior director of strategic communications influence your opinion?
• What should happen now? How should Crowley and the Trump team handle her pending position?

Snap Inc. May Have Falsified Metrics

As Snap Inc. plans for an IPO, a former employee says he was fired for trying to reveal falsified metrics. Anthony Pompliano claims he was terminated only three weeks into his tenure at Snap Inc. running the new user growth and engagement team. Pompliano also charges Snap Inc. with hiring him from Facebook to get proprietary information.

"We've reviewed the complaint. It has no merit. It is totally made up by a disgruntled former employee," said Mary Ritti, Snap's vice president of communications. The company also said Pompliano was fired because he was "incompetent" and "not adequately performing in his position." 

Pompliano's attorney said, "Snapchat's leadership saw Mr. Pompliano as an impediment to their planned IPO because he refused to turn a blind eye to Snapchat's misrepresentations." (Snapchat is the former name of Snap Inc.) The claim also charges Snap Inc. with damaging the former employee's reputation and ability to find new work.

Business Insider posted the entire court filing, but several pages are heavily redacted, like the one shown here. These darken parts may represent proprietary Snap Inc. information.

This isn't the first time Snapchat's integrity has been questioned. In 2014, the company settled a claim with the Federal Trade Commission that it exaggerated how easily images sent through the app disappear. The news led to many doubting the safety of sending personal images.

Discussion:

• In what ways could Snap Inc. exaggerate metrics to potential investors? What do you think is the issue here?
• How credible do you find Pompliano's claim? How can a judge decide such a claim?

In France, Employees Can Disconnect

France passed a new law allowing employees the "right to disconnect" from email after their regulated 35-hour work week. French unions blame technology for causing an "explosion of undeclared labor," and we know something about this in the United States. Rather than ban after-work email, which may be impossible to achieve, the ruling requires companies to give establish new guidelines for emailing after work.

Some question whether the strategy will hurt France competitively; the country already has generous vacation and other benefits. However, the United States is notoriously behind the times with some labor laws. For example, we are the only industrialized nation without paid parental leave.

Companies have taken other steps to encourage employees to talk with each other face-to-face and to have a life outside of work. Limiting the hours when employees are expected to respond to email, discouraging email during vacations, and sending fewer of them are some common practices.

Image source.

Discussion:

• What's your view of the new French law? What could be some positive and negative results?
• Short of instituting a new federal law, what can managers do to curb email within their organizations? Consider a few strategies-starting with the top, of course

Japanese Ad Exec Resigns After Employee Suicide

The president of Dentsu Inc., Japan's largest advertising agency, resigned because of an overworked employee's suicide last year. In a news conference, Tadashi Ishii said, "We deeply regret failing to prevent the overwork of our new recruit. I offer my sincere apology." He also said, "Although we took various countermeasures, the issue of overwork has not been improved. I will take full responsibility."

According to an executive at the firm, 24-year-old Matsuri Takahashi was forced to work long hours and underreport her time. She died by jumping from a high floor of the company's living quarters.

An employee who watched the news conference said, "His stepping down is a natural decision to prevent the company's image from deteriorating further." Resigning is common in these situations in Japan.

Image source.

Discussion:

• Employees seem skeptical that the company will change, but they are turning out the lights at 10 pm to encourage people to stop working and go home. What else could they do to change the culture of overwork?
• Advertising firms in the United States have a similar reputation for long hours. Why do you think that's the case?
• Under what, if any, circumstances would you take a job that requires 100 hours of work each week?

Retailers Sued for Fake Sales

When is a sale not really a sale? Macy's, Kohl's, JCPenney, and Sears are facing lawsuits  for "false reference pricing"-showing prices as "regular," "list," or "original" when they never were. According to the Consumerist:

Under California law, retailers are prohibited from advertising an alleged former price of an item less the alleged former price was the prevailing market price within three months of the advertisement, or unless the date when the former price was in effect is clearly advertised.

To this end, the city [Los Angeles] claims that thousands of "sale" items were advertised at false reference prices.

In other words, items marked on sale were never sold at the so-called "original" price, and that's a misrepresentation.

The Los Angeles attorney who filed the suits said, "Customers have the right to be told the truth about the prices they're paying–and to know if a bargain is really a bargain. My office will fight to hold retailers responsible for their practices and to ensure consumers can make informed choices when spending their hard-earned money."

Checkbook.org brought a similar suit against some of these retailers in 2015.  At that time, Sears made this statement:

"Sears disagrees with any suggestion that its pricing is misleading or deceptive. Sears is focused on providing its members with great prices on a wide variety of products and services," adding that it "complies with applicable pricing and advertising laws." 

"... as a multi-channel, leading integrated retailer we are uniquely positioned to provide discounts to our members and customers in a number of different, legally compliant ways, including things like member pricing, store or online only promotions, clearance offers, and offers from third-party marketplace sellers," the statement said. "It is unfortunate that Checkbook.org did not appear to take these factors into account before making its assumptions."

Macy's issued its own statement, according to an NBC story:

 

Macy's, in a statement, said pricing varies for each item, "based on the nature and seasonality of the merchandise, its family of business and customer response, among other things. Some items rarely go on sale prior to final clearance; others go on sale more frequently as part of promotional events."

Image source.

Discussion Starters:

• How are you influenced by advertised "sales"? 
• How believable do you find the two statements from 2015? What defense will the retailers bring to this suit?

Facebook Gets Serious About Fake News

Facebook is getting serious about addressing fake news on its site. The issue came to a head when an armed man fired a shot in a pizzeria, believing a story about Hillary Clinton ran a child sex ring there. 

First, Facebook is partnering with outside fact checkers ABC News, The Associated Press, FactCheck.org, Politifact, and Snopes, who will review a story identified as possibly untrue. Stories that don't pass muster will be flagged as "disputed," will show lower down on a newsfeed, and will carry another warning if people want to share it.

In a post on its website, Facebook explained the changes in text, with images from the app, and in this video.

Although Mark Zuckerberg has downplayed the issue as only 1% of Facebook posts, he clearly see the company's responsibility. He wrote a post of his own to explain how they're taking action, and the company's post ends, "It's important to us that the stories you see on Facebook are authentic and meaningful. We're excited about this progress, but we know there's more to be done. We're going to keep working on this problem for as long as it takes to get it right."

Image source.

Discussion:

• What's your view of this approach? Will these strategies work? What else, if anything, should they do?
• How well is Facebook communicating these changes? Review the blog post text, images, and video.

Company Examples for Chapter 1: Understanding Business Communication (Ethics, Legal, and Technology)

VP Pence at Notre Dame

Notre Dame Students Walk Out on VP Pence's Commencement Address (May 2017)

About 100 students left the stadium as Vice President Pence delivered his commencement speech. An interesting class discussion could focus on the ethics of their decision and their rationale, which they give in a statement.

Choate Apologizes for History of Abuse (April 2017)

This may be a tough topic for class, but Choate's open letter is interesting. I found it defensive, but maybe students would disagree.

Princess Cruises Apologizes for Oil Dumping (December 2016)

Princess Cruises, owned by Carnival, published several messages to apologize for illegally dumping oil-contaminated waste into the ocean. The company's communications certainly are prolific, but how honestly do they admit wrongdoing, and how well do they rebuild the brand?

Princess Cruises

A comment posted on YouTube under the president's video sums up one perspective: "[T]his video needs taking down and a new one with someone who looks sorry is put up. [H]er reading of this is terrible, like watching a 12yr old at a school play." (The writer needs to take one of our classes! But students might agree with his assessment.)

These examples can be used to discuss persuasive strategies (Chapter 7), oral presentations (Chapter 11), and ethics (Chapter 1):

• News story
• Website response page
• Press release
• President video
• EVP Fleet Operations video

Bridgegate

"Bridgegate" Emails Confirm Guilt (November 2016, 2013)

I don't shy away from political topics, and the scandal of NJ Governor Chris Christie's staff closing a bridge lane is a good illustration of how email causes legal trouble. In November 2016, two of his associates were found guilty of creating traffic problems on the George Washington Bridge to retaliate against the Trenton, NJ, major. The email shown here is the most damning evidence in the case. The link, above, includes a written response from Christie and an interview.

Mylan CEO

Mylan CEO Defends Pricing (August 2016)

The EpiPen may save your life if you have an allergic reaction, but you'll pay a steep price for it. In this interview, Mylan CEO defends a $400 increase over five years. This is an ethical situation and can be used with Chapter 7 to discuss persuasive strategies.

Older Examples

Collection of companies' social media policies.

Apple's (leaked) social media policy.

Great email exchange by two lawyers (discussed in Chapter 1). Useful to discuss ethics, tone, and more. Here's a PowerPoint file to reveal the messages, and you can read more about the situation here.

Excerpts of Goldman Sachs emails (topic in Chapter 1) collected by the Wall Street Journal. As the WSJ reporter says, "The [Senate] committee will likely use many of the emails to illustrate Goldman's sometimes contradictory and unflattering statements about its role in the mortgage meltdown." Read more here.

National Labor Relations Board's memo about social media policies, 2012.

General Mills statement reverting back to its original legal terms.

A general's email about the value of reading. Read more about the situation.

Facebook communications: Communicating Our Community Standards and Guidelines, 2015.

Former Twitter CEO Dick Costolo's posts taking responsibility for cyberbullying on the site, 2015.