Thomas Friedman wrote an interesting column recently for the New York Times about how we all lead public lives now. He says that with blogs and mobile camera phones we are all publishers and paparazzi. You have to be a Times Select subscriber to read the article (alas) but here is the link: The Whole World Is Watching.
In case you’re not a Times Select subscriber, I will shamelessly quote from the article while simultaneously hoping not to offend Mr. Friedman or the NYT both of which I highly respect. Friedman says:
When everyone is a publisher, paparazzo or filmmaker, everyone else is a public figure. We’re all public figures now. The blogosphere has made the global discussion so much richer — and each of us so much more transparent.
He goes on to talk about Dov Seidman and a new business ethics book he has written called, “How: Why How We Do Anything Means Everything…in Business (and in Life)” and says that the lives of young people will now be indelibly documented in the “Permanent Record” that is the internet. Funny how one of the biggest threats that an authority figure could make against young people of my generation was that some mistake or otherwise stupid thing you had done was going to, “go into your Permanent Record”. What he is referring to here is the growing importance of online reputation which is important both to people and to businesses. Your actions are now increasingly transparent in this connected world, with the possibility of word of them spreading rapidly and virally. We marketers try to harness this power (sometimes at our peril) but online rep has a life of its own.
Friedman concludes by quoting Seidman saying,
“We do not live in glass houses (houses have walls); we live on glass microscope slides … visible and exposed to all,” he writes. So whether you’re selling cars or newspapers (or just buying one at the news-stand), get your hows right — how you build trust, how you collaborate, how you lead and how you say you’re sorry. More people than ever will know about it when you do — or don’t.
I don’t necessarily think there is a special message here for those of us in the Call Centre business, but there is definitely a message. How we conduct our business and how we manage and care for our employees will become increasing public information and will impact our online and real-world reputations. Web 2.0 has not gripped India the way it has America and other parts of the west, we don’t have 1 billion bloggers yet, but we’ll get there. And when we do, there are sure to be benefits for organisations that conduct themselves in the most ethical, transparent ways.