A Thought on Leadership: Defining Success

To avoid unnecessary conflict, make sure your team all agrees on what success looks like.

As I mentioned last week, I had a very informal chat with a group of Vanderbilt student service leaders about leadership. And now I share some of those thoughts with you.

Last week, I discussed the idea (art, maybe?) of delegation. Today, I'm talking about defining success.

The students asked a lot of questions about conflict:

• What do you do when someone doesn't do what you ask of them?
• What if the person you're leading is your friend?
• What if people don't agree with you?
• What if you make a mistake?
• What if someone else makes a mistake?
• How do you best lead your peers?
• What if everyone’s 'equal' in rank, but you're in charge for a certain task – what if people don't want to follow you?

I challenged the students to take some time (a half hour, perhaps) in one of their first meetings of the year to talk about success with their group and to answer, as a group, this key question:

The answer will vary by group. Some will be successful when they register 100 new voters, some when they've shown six movies about diversity, some when they've increased active blood donors by 50%, and some when all of Vanderbilt knows they exist. While success and its definition will be different for each group, what remains consistent is this: everyone knows what it looks like.

At CoolPeopleCare, one of our key metrics for success is the depth of stories that emerge from our work. We are successful when we hear from people about how our content, products and resources have helped them change the world. Therefore, we all work towards this end, each of us doing our part, performing our tasks in order to help others make a difference. That's the same page we're all on.

And we all know it.

What happens many times is that people would be on the same page, if they only knew what that page looked like. Therefore, there's a deep need right when organizations form or start a new leadership cycle to have a candid and open discussion about how success is defined.

Then, people will work towards that, because especially in voluntary organizations, that's why people are there. So, when conflict does arise, when people question a task they're given or a decision that's been made, they can be reminded how such an act is leading the group toward their predefined goal of success.

Of course, the flip side is this: anyone has the right to question a move if they believe it is not helping the group move towards that idea of success. So, leaders, be prepared to be questioned. The upside is that this can prevent unilateral action and a single person from running a team into the ground. But you may have to pause from time to time to make sure every move is one that is steering the organization in the right direction. But such time is worth every minute.

Defining success will help you not only achieve it, but to make sure the organization thrives after a leader's tenure is over, or when it's time for the founder to move on. Some call it succession planning, and I'll be talking about it next week.

How Tweet It Is: Nashville Shakes Gets It Right

Don't just use Twitter. Embrace it.

While most people are 'using' Twitter to update their 'friends' about the fact that they're stuck in traffic, at home watching TV, or that they really like strawberry ice cream, this weekend, I came across a nonprofit that is making Twitter work, and who I'd dare say, is using it well.

People have described Twitter and its benefits in many ways. I tell folks that it's either a micro-blog or a way to send a mass text message. Of course, which is which depends on how people are reading your tweets, but that's my short version.

The Nashville Shakespeare Festival puts on a performance in Nashville's Centennial Park each summer, bringing the Bard's plays to the masses for no charge. You get to sit outside and watch talented actors bring a story to life in the shadow of the Parthenon, while ambulances blare and birds caw in the background.

This year, executive director Nancy VanReece decided to set up an account for the organization on Twitter. And, whenever I hear that a nonprofit has jumped on Facebook or any other social media platform, I hold my breath because usually, many organizations don't understand how to properly use these tools. Then, they end up cursing them later, all because a profile and a fan page didn't have 20-somethings beating down their door to volunteer.

But Nancy knew she needed to have something worthwhile to say in order to get people to listen. She didn't need to use Twitter to just announce that there was a show that night, and hope that her 140 characters would get people to put down their remotes and drive to the park (if they were even following on their mobile devices, that is).

And, since I follow NashvilleShakes and since I wanted to go see this year's play, Coriolanus, I got to see – no, experience – how an organization can successfully use Twitter to increase its social presence.

As Nancy takes the stage 30 minutes prior to show time (there is music an hour before the performance, so the place gets full early) and makes her announcements about where you can get popcorn, where the bathrooms are, and how you can sign up to win two free Southwest tickets, she also mentions that the Fest is on Twitter and you can follow along. She goes on to share that if you do follow them and can answer the trivia question she tweets at intermission, you can win free stuff.

Since I followed NashvilleShakes, but not on my phone, I quickly changed that. And sure enough, ten minutes before intermission, I was alerted that the attendance for the evening was 485, and if I was the first to tell the house manager, I'd get a free shirt.

So, I made my way to do so, thinking I was the only person to get the info when I ran into Nancy and had a quick chat about how they're using Twitter and what their success has been. They've been getting a few new followers a night, right when she makes her pre-show announcements, and people have been very interested in the other information she shares via Twitter.

For example, each performance includes a cameo for the role of the Herald (it was John Seigenthaler when I was there). She tweets that info out about an hour or so before show time, since that can be a draw for certain folks. She does the attendance trivia question each night, which is how I learned that Saturday's performance had twice the attendees that my night did. And, she's getting a response when she tweets the trivia info out.

Which is why I didn't win the shirt. Someone beat me to it.

Here's what I learned from Nancy and what I recommend for nonprofits looking to use Twitter effectively:

• Have something to say. No one will listen (and therefore, no one will respond) if you're not communicating a worthwhile message.
• Be patient. Nancy’s 'only' adding a handful of folks a night. But, as more people (like me), share this story with others, that will continue to grow. Then, when it's time to announce next year's show, or to solicit volunteers, Nancy has hundreds (hopefully) of people she can tell.
• Commit to it. Nancy will keep using Twitter every night of the performance, no matter the attendance or the amount of people signing up. Even if only one person vies for the free shirt, she'll keep pushing the opportunity out there. For the Nashville Shakespeare Festival, it's not a fad; it's part of a communications strategy.

A Thought on Leadership: Delegation

"What happens if you delegate something and the person doesn't do it right?" "What if someone doesn't want to do what they're assigned?" "What should be delegated?"

I had the unique and esteemed pleasure to keynote last night at Vanderbilt University's Service Leadership Conference. This three-day retreat is put on by the Office of Active Citizenship and Service and is for student leaders who oversee campus service organizations.

I was simply asked to speak about leadership. And, while my keynote time focused on the idea that leadership is a process, rather than a plan, and that leadership isn't something you do, it's also something you are, I also led a small group discussion about leadership.

About 30 presidents and vice presidents of various organizations were in the room to hear me talk about leadership and to share ideas and tools for leading others. Wanting to make sure that these students gained what they needed from our 45 minutes together, I asked them what their leadership struggles, concerns and problems were.

Then, we unpacked those issues, and I shared from my own experience, as a student leader in college, as a leader in the hotel world after college, as someone who taught high school students about leadership after that, and now as someone who leads CoolPeopleCare.

Over the next few weeks, I'll share some thoughts and rambles about leadership, drawn from last night's conversation. By all means: weigh in on this in the comments. Leadership is meant to be a dialog, so I'd love to hear your thoughts on each topic.

Leadership Issue #1: Delegation

For whatever reason, I delegate like a champ. If something Herculean needs to be done, and needs to be broken down into smaller parts to be realized, I think I'm pretty good at defining those parts and then dispatching people (hopefully the right ones) to complete the various tasks to get it done.

A student last night was concerned about delegation. His questions were ones like, "What happens if you delegate something and the person doesn't do it right?" "What if someone doesn't want to do what they're assigned?" "What should be delegated?"

What I've learned about delegation is this: If you love to do it, or are very good at it, don't delegate it.

This is why Craig Newmark doesn't run Craig's List and instead is a customer service rep. That's what he enjoys doing. He doesn't enjoy (and may not be good at) crunching numbers, striking deals and strategic execution. So, he delegates those tasks to a CEO and other such personnel.

Maybe you're great at spreadsheets or wonderful at speaking to groups. Maybe you like to write memos or sort paperclips. Maybe you enjoy casting a vision and have a knack for dreaming big. Whatever it is you excel in, that's what you should keep doing. (A big part of leadership then, is making sure that you've got the right team in place, which I'll discuss at a later point.)

But, if you're trying to decide who should do what and what should be delegated, give everyone authority over their own strengths and talents. Then, see what's left and divvy up responsibilities accordingly, and even allow for co-ownership of some tasks. That makes the things that no one likes to do a little bit more acceptable. For example, I may not like taking out the trash or cleaning the floors or setting up chairs, but if I know that my entire leadership team shares such unpleasant tasks with me, I'm happy to pitch in and do my part for the team.

Cool Ideas from the Community

The best ideas come from you.

So we got this email a few days ago:

Here are a couple of tips, mixed into my daily routine that I thought you guys might want to use. Most of them came from your daily emails to me, the rest are from me changing my way of thinking.

My husband and I have have taken to driving our old 1994 Toyota (only) over driving both it, and our 2003 Lexus to save gas, wear and tear and pollution. We carpool with each other most of the time. It's liberating and fun to drive something less fancy and know I am helping got save the earth AND caring less about appearances. My 120lb Bull Mastiff, Easy, gets to ride along more now, as she can drool all she wants in the Toyota with out us worrying so much about her messing up the interior!

In choosing to drive the "beater" we have found ourselves with old and broken built in cup holders. I found myself constantly asking for drink holders when I would hit Starbucks. Due to CoolPeopleCare reminding me every day to think differently about my carbon footprint, it dawned on me not only to keep an extra drink holder in the car so I never have to ask for a new one, but I also keep a set of CoolPeopleCare mugs in the car for coffee runs. Today I am ordering my first set of CoolPeopleCare water bottles. I have vowed to refill, refill, refill. Thanks for making me think differently.

No...thank YOU for telling us (and now the rest of the world) how and why you care. Stories like this are inspiring and informative to a whole host of world changers out there, looking to make a difference in ways big and small.

We're currently working on ways that all the Cool People out there can share their own stories of change, can connect with one another digitally and in person, and can continue to spread the hope and inspiration that comes from living a changed life.

While we're still tweaking a few things, you can get started on that here. Check it out and get connected by sharing your stories.

Hope and Compassion

We've got new shirts in the Shoppe. They're only $15.

You know you want on. We want one, too.

Get Your Redesign On

Who doesn't like a little change? Am I right?

So Stephen and I had a chat today. We have lots of chats - on the phone, via text message, on the emails. And, sometimes we meet at our meager office around the nice glass table that Anderson let us borrow and we talk.

Today, it was like show and tell.

Stephen showed me and talked about a whole new homepage for CoolPeopleCare. And it was outstanding.

We continually look for better ideas and easier ways to make caring possible. After all, saving the world is easier than you think, and more important than ever. So, we have to make sure our online presence continue to provide the best way for people to connect with that all-important step one when it comes to change. After all, you can't cruise on the high seas of societal impact if you're still standing on the shore.

Suffice it to say, the redesign is awesome. It puts more information at your fingertips. It's pretty. It makes you want to learn more and then do more. It's everything our motivational tool of a Web site should be.

I can't wait until you wake up a few weeks from now and are mystified by our new home page. I can't wait.