Finding and Supporting Open Leaders<br
/>Charlene Li<br />Altimeter Group<br />May 14, 2010<br />1<br />#openleader<br />

Open Leadership<br />2<br />Having the
confidence and humility to give up the need to be in control,<br />while inspiring commitment from people to accomplish goals<br />How to give up control, and be in command<br />

Why did you follow that
person?<br />Think of your favorite leader<br />3<br />

Believes that most people want
to do their best want to be responsible, trustworthy, and honest.<br />Pessimists believe that most people cannot be trusted because they are looking for an advantage.<br />Two characteristics of optimistic leaders.<br />Curiosity – driven by a deep quest to learn constantly and see social technologies as a way to do this.<br />E.g. Dell and Starbucks<br />Humility – able to admit when you need help or have made a mistake.<br />E.g. Kodak<br />The Optimistic Leader<br />4<br />

Believes that more heads are
better than one.<br /> “It is very arrogant to think you can make better decisions than the thousands of people below you.”<br /> - Cris Conde, SunGard CEO<br />Recognizes and rewards collaboration.<br />As opposed to individual accomplishments.<br />Cisco shifted from command-and-control individualistic approaches to collaboration over seven years. <br />Accelerated in last two years thanks to social and collaboration technologies.<br />The Collaborative Leader<br />5<br />

Find and develop your open
leaders<br />6<br />Collaborative<br />Independent<br />Pessimist<br />Optimist<br />

Convincing the curmudgeon<br />7<br />It’s
a fad and waste of time.<br />What’s the ROI?<br />It’s too risky.<br />Who can best work with a Worried Skeptic?<br />

Examples of Realist Optimists<br />Lionel
MenchacaDell<br />Lovisa Williams<br />US Dept. of State<br />Ed TerpeningWells Fargo<br />

Realist Optimists  Cautious Tester
and Worried Skeptics<br />Help them understand the value of being open.<br />Keep Transparent Evangelists nearby to learn how to work with Pessimists.<br />Transparent Evangelists take on outward facing functions and responsibilities to open up the organization.<br />Supporting your archetypes<br />9<br />

Best Buy’s First Social Media
Experts<br />10<br />Steve Bendt & Gary Koelling<br />

They harnessed Best Buy’s biggest
asset<br />11<br />The Blue Shirts<br />

BlueShirtNation.com supported Best Buy’s front
line employees<br />

Steve & Gary had an
executive sponsor<br />13<br />Barry Judge CMO of Best Buy<br />

They kept telling him one
thing…<br />14<br />“Barry, you gotta get a blog!”<br />

Barry’s first post<br />15<br />“I
was so relieved when it was over—it was just two sentences to get started.” <br />

The Premier Black Fiasco<br />16<br
/>6.8 million emails sent instead of 1,000 test<br />

Barry’s response<br />17<br />“…we screwed
up the execution which makes me feel sick about the customer trust that we have impacted.”<br />

Openness became a strategy<br />18<br
/>Open market testing of new logo<br />

+2,200 Best Buy employees provide
support on Twitter<br />19<br />

Being authentic<br />Mastering transparency<br />Developing
and encouraging open leadership<br />Skills and behaviors of open leaders<br />20<br />

I seek out and listen
to different points of view.<br />I make myself available to people at all levels of the organization.<br />I use social technologies effectively to communicate.<br />I actively manage how I am authentic.<br />Being authentic<br />21<br />

I take the time to
explain how decisions are being made.<br />I reach out to customers frequently via social technologies, wherever they may be.<br />I encourage people to share information. <br />I update people regularly using social technologies.<br />I publicly admit when I am wrong.<br />Mastering transparency<br />22<br />

I identify and actively nurture
potential open leaders at all levels of the organization. <br />I train and encourage people to use open leadership skills. <br />I encourage the use of social technologies throughout the organization.<br />I create a support network for open leaders.<br />I ask "What did I/we learn" when things fail. <br />Develop and encourage open leadership<br />23<br />

Prepare for new workflows<br />Social
technologies will disrupt traditional organization structures<br />

Social media triage<br />25<br />Take
reasonable action to fix issue and let customer know action taken<br />Negative<br />Positive<br />Yes<br />Yes<br />No<br />Assess the message<br />Evaluate the purpose<br />Do you want to respond?<br />Does customer need/deserve more info?<br />Unhappy Customer?<br />No Response<br />Yes<br />Are the facts correct?<br />Gently correct the facts<br />Yes<br />No<br />No<br />No<br />Can you add value?<br />DedicatedComplainer?<br />Are the facts correct?<br />Yes<br />Yes<br />No<br />No<br />Yes<br />Respond in kind & share<br />Thank the person<br />Comedian Want-to-Be?<br />Explain what is being done to correct the issue.<br />Is the problem being fixed?<br />Yes<br />No<br />Yes<br />Let post stand and monitor.<br />

Respect that your customers and
employees have power<br />Share constantly to build trust.<br />Nurture curiosity and humility.<br />Hold openness accountable.<br />Forgive failure.<br />The New Rules of Open Leadership<br />26<br />

Conduct the open leadership assessment
and determine your archetype. <br />Do a 360 degree evaluation to keep yourself honest.<br />Create a plan to support all archetypes in your org.<br />Conduct a skills and behavior inventory.<br />What skills and behaviors do you have to support open leadership?<br />For the ones you are missing, how will you develop or compensate for them?<br />Action Plan<br />27<br />

28<br />28<br />Thank you<br />Charlene
Li<br />charlene@altimetergroup.com<br />charleneli.com/blog<br />Twitter: charleneli<br />For slides, send an email to slides@altimetergroup.com<br />For more information & to buy the book<br />visit open-leadership.com<br />