Project Management and Human Nature

“You don’t really understand human nature unless you know why a child on a merry-go-round will wave at his parents every time around — and why his parents will always wave back.” – journalist William D. Tammeus

As a father, I completely understand this quote and I’ve done this many times. It’s absolutely true. As an author and reader, I’m intrigued by it. And that I heard it on an episode of Criminal Minds this year surprises me. In fact, I posted it to my Facebook account and numerous people commented on it and ‘liked it’, but I bet they would all be surprised it came from that show.

Enough about the quote, let’s talk about human nature. What is human nature? Wikipedia states that ‘human nature’ is the concept that there are a set of characteristics, including ways of thinking, feeling and acting, that all ‘normal’ humans have in common. Ok…hopefully I’m categorized as normal…depends on the day of the week probably. Answers.com defines ‘human nature’ as the sum of all qualities and traits shared by all humans. And the online Merriam-Webster dictionary site defines ‘human nature’ as the nature of humans – especially the fundamental dispositions and traits of humans.

So, back to the topic of project management. How does human nature apply to project management? Here are my thoughts…. I’m thinking it centers around a few concepts or activities such as communication, organization, control, ambition. While we don’t all have those traits, I think most individuals who would be categorized as somewhat normal have something within their being that, under the right circumstances, strives to achieve those traits. Yes, that’s what I’ll cling to. Now let me quickly apply that to project management.

Communication

As humans, we all feel the need to communicate with each other from time to time. It’s my experience that your average project manager is – or should be – on the high end of that need. Communication is key, but it still must be good, timely and effective communication. If you’re on the quiet side, you’re probably in the wrong profession.

Organization

Ok, as for me, I’m not the most organized person at home…just ask my wife. But as a project manager, I’m usually pretty organized. I wake up late at night if I’ve failed to send out an email or feel the need to update my team or the customer on something and I have to get out of bed and do it then or I’ll never get back to sleep. I must have a routine schedule for each of my projects – a regular weekly formal status call with the team and customer, a specific day of the week when the revised project schedule and status report goes out, and a specific day of the week when I have a ‘scheduled’ call with my team – I say scheduled because there’s always a lot of unscheduled communication with them also.

Control

Control kind of goes hand-in-hand with organization. The project manager must remain in control – they must be the person that the organization, the team and the customer sees as always ‘in charge.’ Otherwise, chaos will take over. It takes a certain personality….a certain confidence. If you don’t have it, you’ll likely find out soon enough. At least your team and customer will.

Ambition

Finally, ambition. The project manager must have ambition…ambition to reach the final goal for the project. Ambition to take on more responsibility. Ambition to progress in their field. If you lack that ambition, then you’re less likely to stay on top of processes and the current technology to do your job well. And it will show in your work. Project success is hard enough to achieve given all of the potential obstacles and factors. It’s critical that the PM have the ambition and drive to succeed and lead their team and customer to similar successes.

One Case for Twitter – Comcast / Salesforce Case Study

I have now written two articles fully debunking Facebook of having any real project management or business related application. I’ve gone nearly as far with Twitter – only admitting that it’s good for networking and possibly for reaching out for hard-to-find answers when issues on your projects concerning technology or process may arise.

However, I just read the following situation InformationWeek where a Comcast rep was solving subscribers issues by reaching out to them on Twitter. From a pure project management perspective, possibly the best usage would be post-deployment support or possibly lessons learned information, but it’s an interesting read either way….read on…

Frank Eliason, a Comcast Customer-Service Rep, has more than 13,000 followers on Twitter. In the coming weeks, he’s going to help Salesforce.com figure out how to introduce corporate customer-service systems into the world of Twitter.

About a year ago, Eliason and his team of 10 reps, who primarily answered customer e-mails, began to seek out and help customers who were publicly blogging their criticisms and frustrations with Comcast. The team increasingly concentrated on Twitter and its millions of easily searchable microblogs. Eliason’s readiness to help solve Comcast customers’ problems, while calmly ignoring the occasional insults thrown his way, soon made him somewhat of a personality among Twitter regulars. He’s known as @comcastcares.

Then the media came calling, and in recent months, several newspapers, magazines, and television networks have profiled Eliason. His technique is to tentatively approach Twitterers critical of Comcast, rather than offer up advice that wasn’t asked for. “I never thought I’d become famous on three words: Can I help?” Eliason said.

Now Salesforce wants Eliason’s help. It recently announced an add-on for Salesforce CRM that lets companies track and aggregate customer complaints on Twitter. Eliason and his team will be testing the offering, which is scheduled for general availability in the summer. It’s a perfect fit, since Comcast is already a customer of Salesforce CRM’s Internet (a.k.a. “cloud”)-based software services.

CRM for Twitter will include a dashboard for tracking and monitoring topics on Twitter, the replies to those topics, and whether customer issues were resolved, and it will alert customer-service reps to volume spikes on certain topics. The app will be integrated with Salesforce’s Knowledge Base, which reps use to look up answers to customers’ questions and problems.

Pricing will start at $995 a month for five agents and support for 250 customers. This isn’t Salesforce’s first social networking attempt: In January, it announced an app service that companies can set up to have customers come to them on Facebook (the searchable Twitter approach wouldn’t work with Facebook, since users’ “walls,” where they would post comments, operate on an invitation-only basis). Still, using a team of salaried employees to seek out disgruntled customers on the Web may seem counterintuitive to the typical big-business approach to customers service; that is, stock a phone bank with as many low-cost workers as possible that follow scripts in a database.

But Salesforce executives said during a recent InformationWeek briefing that maybe that’s not the best approach. Perhaps, they suggested, companies need to move beyond the call-center mentality and start reaching people at the place they’re increasingly going to complain about things and get help from others: the Internet.

Twitter, of course, is used by just a small fraction of Comcast’s customers, and Eliason’s team is a tiny speck in a pool of 30,000 customer reps at the company. Still, Eliason said his team has helped solved about 21,000 customer issues on Twitter, Facebook, forums, blogs, and other social networking sites since starting the work a year ago, and he envisions a day when perhaps thousands of Comcast reps can use the CRM for Twitter application.

“This allows us to be much more efficient because it’s going to tie into Knowledge Base,” Eliason said. “My team is the guinea pigs.”

There’s also a big-brother quality to a software service that helps companies find what their customers are saying about them and then intervene. Eliason said it’s all in the approach.

“My advice to companies considering this is that you don’t try to interfere with a conversation,” Eliason said. “If someone is commenting about Comcast, we may not give the answer right off the bat. We don’t force ourselves into a conversation. Instead, we throw the ball in their court, with, ‘Can I help?’ ”

Twitter has also proven to be an “early warning system,” Eliason said; customers will tweet about a Comcast problem before calling customer service.

In some situations, Eliason’s team has known about issues before a Comcast call center. Last year, Comcast reps working on the East Coast at 7 a.m. saw a few late-night tweets about a network problem in San Francisco (4 a.m.). The call centers serving San Francisco didn’t start getting calls about the issue until three hours later, when most Comcast customers in the area were waking up and trying to sign on.

Based on his experience with Twitter, Eliason believes that public social networks will prove to be far more important to businesses than they may are expecting. “Engaging with customers is what works, not PR or marketing or customer-relationship ‘management,’ ” he said. “People respect a company when it’s not about the message, it’s about the personal relationship.”

This article was written by Mary Hayes Weier for InformationWeek. It did not appear in their print publication but was available to subscribers online through an alert download at www.informationweek.com/alert/socialnetworks.

More Discussion on Twitter and Facebook as Collaborative Tools

I already touched on this in my earlier article entitled “Twitter and Facebook as Project Management Tools?” In that article, I came to the conclusion that there is no real viable use in PM for either Twitter or Facebook. I explained that I see Facebook as a good connector for family and friends with no real business application at all. And Twitter is, at best, a networking or promotion tool, but isn’t of any real value to the world of a Project Manager.

Facebook Still a No-Go

The original article garnered quite a few comments. I expected this given the high usage of each site. Nearly everyone agreed that there really isn’t a good application in the PM world for Facebook. If one were to setup a group just for a specific project, then possibly I could see some value. On going comments could be seen by all team members subscribed to the group and files could be shared.

However, this just seems to be a case of introducing something “just to use it” when tried and true communications still work and do not need replaced. The frustrating thing about using a new method like this when it’s not needed is that you end up using both, taking twice as much time to do what you were already doing and then never being certain who’s using which tool so there’s always a question mark. As the PM, I never want to be uncertain whether my team received the information I sent over. But if I have to post send it 2 ways (email and Facebook) to accommodate both types of users, then I’ve doubled the chance (not halved it) that information could be missed.

Twitter – Minor Pluses

After receiving comments and rethinking, I will now admit that I can see some minor good that can come from Twitter usage in the business world beyond just networking and self-promotion. One individual commented that a Twitter message sent out to the general community got a critical question answered and rescued a project.

I can see that happening very easily because with Twitter, you’re sending it out to the world. Anyone can find it even though they may not be following you – you just have to make sure you put relevant search words in the message. The 140-character limit is frustrating, but you can link to something longer, if necessary. Since getting that feedback comment, I’ve used it to reach out to others on information I needed for software and issue resolution.

However, I still contend that Twitter is really not a useful tool for collaboration and project management. It may get you an answer you need – not very quickly though…the best you can probably hope for is 24 hours. But someone will eventually reach out to you most likely. But in terms of disseminating critical information on a project to team members and customers… I still don’t see it as having any viable application in the PM world. It still remains to me, just a tool for networking with other like-minded individuals, a means of promoting your thoughts or work or whatever it is you’re doing, or possibly a way to get some questions answered. For true collaboration as a team, stick with email, phone and other devices to share knowledge like sharepoints and wikis.

Twitter and Facebook as Project Management Tools?

My wife introduced me to Facebook a few months ago and I’ve enjoyed using it to reconnect with friends I haven’t communicated with in nearly 25 years. How cool is that?! I can share pictures, videos and thoughts with all 108 of my friends 24/7. My office is upstairs and my wife’s office is downstairs. I can quickly chat with her (she doesn’t like to use IM) through the chat feature at any time during the day, though instead I usually hear “Braaaaaad!” and have to go down and see what she or one of the kids needs. Ok, I still think it’s kind of lame, but that doesn’t stop me from using it. To me, it’s a “family and friends” tool, nothing more.

As for Twitter – I joined it about a month or so ago. I find it somewhat addictive to go out and check the latest updates from the 96 people and organizations I’m following for their latest thoughts and interests as well as to let the 93 followers that I have know what I’m doing or what article I’ve recently posted. For me Twitter is far more of a business tool than Facebook. It’s Facebook without the pictures and friend connections – it’s just blurb thoughts. But I really only use it for business purposes. I announce articles, conferences, etc. on it. I network with like-minded professionals on it. I realize that some people use it to tell the world what they’re doing every 5 minutes, but that’s certainly not for me.

Now that you know my basis for using Facebook and Twitter, let’s discuss whether either can be a valuable tool for Project Managers and team members on implementations.

The Usual Information Sharing Techniques for PMs

To me, the effective parts of project communication, as I’ve always said, are:

• Weekly formal status reports
• Up-to-date project plans/schedules
• Weekly formal delivery team/customer status meetings or conference calls
• Weekly delivery team calls to prepare for customer communications and ensure everyone is on the same page
• Adhoc calls with the customer on issues or progress
• Adhoc calls with the delivery team members on issues or progress
• Frequent information sharing, status check, and issue alert emails with delivery team members and the customer.

I have honestly racked my brain to figure out a way to make either Facebook or Twitter a useful tool for Project Managers and project team members. I can’t figure it out though.

My Thoughts on Facebook & Twitter

Facebook, to me, is a complete no-go. I can’t find any useful business application for Facebook other than to kill time in long meetings or on long webex’s and conference calls. Nada…nothing.

As for Twitter, because I use it almost exclusively for business networking I’m trying to find some good PM use for it. I share info on my articles when they’re published. I connect with other PM, business and IT professionals that provide information I can use or have deemed my information useful. But as for sharing info with on-going team members…I just don’t see it. Oh, it can be done, but email and phone calls are better. A quick Twitter message could get overlooked. And email stays in your inbox and marked as unread until it is read.

Summary

Again…I’ve tried. I know there are those of you out there claiming that at least Twitter can be a viable way to share information across teams within an organization. If you’ve been successful with it, I’d like to hear your story. Comment here and let me know how you’re using it because information sharing is ALWAYS going to be a roadblock to some degree. Anything that aids information sharing without just providing another grey area path to communication is a welcomed addition. So tell me how you’re successfully using it. Likewise, if you’ve tried and failed, I’d like to hear that as well. Until someone convinces me otherwise, I can’t visualize a way to use either Facebook or Twitter as a viable Project Management communication tool.