Google's mistake demonstrates why they rule

I've always admired Google's approach to business and how they communicate. They're straightforward, simple and honest. And as a result, I've often referred to their style when counseling my clients on how to internally address business "issues" they're faced with.

Too often the client is hesitant to transparently communicate about whatever the problem is. Heck, they almost never want to use the word "problem", it's always an "issue". Yet I've always argued that straightforward, honest messaging is not only appreciated, but that it will actually gain you credibility. Nowhere was this better demonstrated than in Google's recent response to the buggy Gmail app they released - and subsequently pulled - for Apple's iOS 5.

A simple search online will easily get you the background on what actually happened, but suffice to say they made a new Gmail app available on Apple's newest operating system, and it had serious problems. After pulling the app, they tweeted the following explanation:

How great is that for an explanation?

Even better, I read this CNN article and frankly got a little defensive on Google's behalf. The comments from so-called "experts" imply that Google is on the brink of total failure and has lost all confidence from users. Then I read the comments attached to the article, and I was reassured that all is not yet wrong with the world. Here are just a few so illustrate my point:

btaylor328 said:
oh yea, reminds me of glass houses and stones. it's easy to throw the stones. like apple hasn't sent out mistakes, like MS hasn't sent out mistakes, like many, many companies haven't sent out mistakes. there isn't a tech company that hasn't launched a product that hasn't had mistakes, it's how you handle the error that should be praised or criticized. 

LIGHTINF said:
"Sorry we messed up." Accountability....that is what its all about. 2 thumbs up from this guy.

Houstondoc said:
Actually I like this.  They made a mistake and came right out and said it and are working to fix the problem.  This is better than apple did with Antenagate and now Betterygate.

Not only is Google getting praise for their honesty, but their competition is actually getting CRITICIZED.

I'd love to see more business leaders learn from this type of transparency. Especially in today's day and age, where employees are so sensitive to corporate-speak and, quite frankly, bullshit. To me this proves how people appreciate honesty, and will actually reward you for it with their respect and support.

I can only hope this type of courage leaks into the internal corporate space, if only just a little. It will be a rare but refreshing change.

Technology doesn't change the truth: Honesty isn't easy

As you may have heard, Research In Motion (RIM) posted disappointing results this week. It seems consumers and enterprises are abandoning BlackBerry in favor of the coveted iPhone and Android smartphones.

Raise your hand if you're surprised. Didn't think so.

I, for one, couldn't wait to dump my old Storm for an Android. For me, the BB operating system (OS) is just too clunky, and the Android OS is way more fun. RIM continues to herald the security of their system for enterprises which, as this week's results prove, isn't really convincing anyone to stick around.

With that said, I don't want to debate the merits of one smartphone over another here. What I'm interested in is how clueless RIM's leadership seem to be about how lame most consumers think their product is.

This only reinforces my belief that the biggest challenges facing internal communication professionals is getting our clients (typically leadership) to be honest, first with themselves, then with their employees. Yet this is no easy feat. Honesty takes a lot of self-awareness, humility, vulnerability and, ultimately, a genuine desire to do what's best for the company.

How's this for clueless - Edward Snyder, an analyst for Charter Equity Research, said the following about RIM's leadership:

"so far their track record for being able to predict their own performance has been abysmal."

"I don't think anybody believes their guidance. Managements' credibility is at an all time low." 

Finally, the worst:

"We're well past the point these guys should be replaced."

Ouch. It sure sounds like RIM's leadership are not being honest with themselves, I can't imagine they're being honest with their employees. (In fairness, I have NO idea what RIM's leadership are saying to their employees. I'm the first to admit I'm making assumptions here.)

Here's the way I see it - today's employees, and the new generation of employees entering the workforce in particular (read: Gen Y and younger), demand an extraordinary level of transparency and humility from their leaders. Unfortunately, many of today's business leaders are not prepared to be as vulnerable as that level of honesty requires.

Simply having your CEO blog will never be enough. What does he or she post there? Is it genuine? Does he or she admit mistakes? Are accurate critiques acknowledged?

Rather than viewing critical comments as "negative", I suggest that there is valuable data in there to be leveraged. For every criticism, employees should be encouraged to suggest alternative courses of action. If even one suggestion is useful, then the honesty will prove invaluable.

Anything less than consistent, ongoing, HONEST participation will set off employees' bullshit alarms, which can do more damage than good.

I wonder what's being said around the watercoolers in RIM's offices today.

Is this something you've struggled against with your clients? How did or are you working to remedy it?