The Good, The Bad, The Ugly

Posted by chiefb2 on April 20, 2013
Posted in: Crisis Response, FEMA/DHS, Personal, Social Media and Emergency Response, Uncategorized. 1 comment

I must say, this past week was unprecedented as social media news is concerned.  The terrorist bombings in Boston, the West, Texas fertilizer plant explosion and the subsequent gun battle and manhunt of the marathon terrorists made for a target rich environment from a social media perspective. Mainstream media channels continually exploited and mentioned social media as events unfolded.

I think these are seminal events as far as the integration and acceptance of the use of social media during emergencies, and a ton of lessons are ripe for the picking for those who have open minds.  Those leaders in public agencies who have been either sitting on the fence or continuing to discount the power of the crowd had better move, and move quickly.

I, along with many of my #SMEM cohorts, followed the events via Twitter.  Unlike many, I only occasionally tuned into the continuous TV cable coverage.  Why?  Simple… I got tired of reporters standing outside of barricades, speculating, re-speculating and regurgitating on what may be going on several blocks away.   Blah, Blah, Blah….

Switching gears -The West, Texas explosion was frankly more horrific than the Boston bombings as far as loss of life, destruction and impact on emergency services. Having experienced the impact of what happens when responders are in the middle of the situation when it “goes south”, I had a visceral reaction to what I was reading. The disaster happened in a rural area, and regional TV affiliates were sending crews to the scene, and reporting minimal information.  Meanwhile, Twitter was lit up with reports from local and regional citizens talking about what they saw and heard.  Me and others with emergency response experience quickly realized this was a huge event, even though overshadowed by the Boston events.

 I was struck by the speed by which information was shared from a relatively isolated and devastated community. The amount and breadth of information shared on SM channels in the early stages of the response was incredible.  One of the key channels was streamed audio from the local fire/EMS/LE dispatch centers.  It quickly became apparent that this was a cataclysmic event, with far reaching impact.

OK, I could write a book on what transpired over the past week.  I’m too lazy to start right now. So, I’ll revert to my usual bullet point format to share my observations of  - wait for it – The Good, The Bad, The Ugly.

·         The Good

o   The direction from the Boston EMS/PD supervisor at the scene of the marathon bombing to get on social media and tell people what to do!

o   Law enforcement’s use of social media in sharing the photographs of the suspects.

o   Citizen posting of the West, Texas explosion smoke column almost immediately after it happened.  For those in the fire service (or the military) we knew this was a BAD situation.

o   The tweets from Dr. Brad Holland @drBradHolland, a surgeon called in to staff a local West, Texas hospital.  His tweets provided real time insight into the readiness and confidence of the medical community to deal with the disaster.  Seeing this perspective – in real time – was a unique experience.

o   The people of Boston

o   Massachusetts and federal law enforcement

o   Boston Fire and EMS (you rocked!)

o   Medical marathon volunteers (you rocked too!)

o   West, Texas volunteer fire and EMS responders (….no words)

o   Citizens who called in with  tips, pictures and analysis of what happened (But, see below)

o   The composure, passion and angst of the terrorist’s uncle.  He courageously and eloquently represented his people on the international media stage.

·         The Bad

o   CNN’s pronouncement that a suspect had been arrested, and it wasn’t even close!

o   Tweeting movements and tactics as officers sought the bombers.

o   Relaying tactical law enforcement radio traffic – in real time – to anyone and everyone.

o   Network talking heads talking live, providing “breaking” information that was at least 10 minutes behind what was being broadly shared on Twitter.

o   Boston PD social media response.  Ya got the order…But it took too long to get going.

 

·         The Ugly

o   Politicians going first.

o   Law enforcement leaders going last.

o   Law enforcement’s pleading with the public to not share “secure” radio transmissions. REALLY????!!!!!  Why are we still discussing this issue after BILLIONS of federal dollars have been spent on encrypted radio communications infrastructure?

o   Citizens playing amateur detective (watching too much CSI), who implicated innocent spectators via SM.

o    Ann Coulter…’nuff said.

o   West, Texas zoning regulations.

o   State of Texas chemical reporting oversight.

I can’t express enough my admiration and respect for the job of the local state and federal responders of the Boston and Texas tragedies.  You all have my deepest respect and gratitude.

 

 

 

Heroes emerge…Again

Posted by chiefb2 on April 15, 2013
Posted in: Crisis Response, Personal. Leave a Comment

Like everyone else I was horrified to learn of the massacre in Boston.  Due to work obligations I learned of the attack three hours after it happened. I am just now starting to catch up on the tweets, pictures, videos and news reports.  Even with a very limited amount of information, I’ll be my salary that;

  • Bystanders and on scene marathon medical staff likely saved lives – without regard to their own personal safety.
  • First responders were overwhelmed at first, but quickly assimilated with medical personnel to quickly treat and transport.
  • Cell networks (and likely land lines) locked up for quite a while as everyone tried to validate what they experienced with loved ones, and loved ones tried to contact participants and spectators.
  • Social media channels were effectively used to get messages out, and also act as the NAP (Non-Associated Press).
  • Surveillance video, along with yet unidentified witnesses will likely result in the quick capture of the suspect(s).

While it is easy to focus on the horror and tragedy of such a senseless act, I’m choosing to focus on the actions of the nameless and countless number of heroes who knowingly and unknowingly stepped into harms way to help their fellow man.  To all the Bostonian first responders-both uniformed and civilian-Thank You for your service today.  Your actions reinforce the strength and resolve of the American people, even during unbelievable tragedy.  Now, let’s catch the S.O.B.(s) who did this.

It’s Your Ship

Posted by chiefb2 on April 13, 2013
Posted in: Industrial Safety, Personal, Uncategorized. Leave a Comment

I started preparing a speech for an upcoming luncheon sponsored by our state’s labor and industries (L&I) risk management folks.  The attendees will be CEO’s and owners of large construction and management companies in our region. I was going to wait until the last minute and throw something together, until I found out that the newly appointed state director of L&I will be there.  Gulp, there goes the idea of “winging it”. Crap, guess I better hunker down and put digits to keypad.  But, what to talk about? After all, I’m new to the industrial safety playground.  The last thing I want to do is fall off the slide by showing my ignorance or pretend to be something I’m not.

After some thought, I decided to talk about something I do know, and it directly influences industrial safety; Executive Leadership.

A strong corporate safety culture starts at the top.  You may have the most talented and effective leader for the organization. But, if he/she does not make safety a priority…wait, scratch that… a VALUE, then the rest of the organization won’t embrace the value either.  Conversely, you can have an executive who fully embraces safety, yet is incapable of influencing the safety culture due to poor communications skills, lack of credibility, etc… Regardless, in today’s environment a company’s health, safety and environmental record is a directly reflection on how well the organization is being managed and lead.

As a newly appointed fire chief in my previous life I took it upon myself to brush up on my leadership knowledge.  In doing so, I stumbled across a book written by retired Navy Captain D. Michael Abrashoff, titled “It’s Your Ship”.  Published in 2002, the book is a collection of short stories and lessons learned in dramatically improving his ship’s crew morale, performance, safety and reputation within two years.  A quick read, the book offers practical advice and examples that translate easily into the para-militaristic culture of the fire service.  I purchased the book for every chief level officer I promoted.

A few examples of Abrashoff’s wisdom resonated with me;

  • Take Command   “Empowering means defining the parameters in which people are allowed to operate and then setting them free.”
  • Lead by example  “Leaders need to understand how profoundly they affect people, how their optimism and pessimism are equally infectious, how directly they set the tone and spirit of everyone around them.”
  • Listen aggressively “I decided my job was to listen aggressively and pick up on every good idea the crew had for improving the ship’s operation.”
  • Communicate purpose and meaning “When people feel they own an organization they perform with greater care and devotion. They want to do things right the first time, and they don’t have accidents by taking shortcuts for the sake of expediency.”

Each of these directly relates to safety leadership.  When was the last time you saw the CEO in the field, with the sole purpose of assessing and communicating the importance of job safety?  Do corporate managers use the same safety rules and equipment when performing home repairs as they do on the job? Are employees REALLY granted stop work authority?  Is it routinely implemented?  Is it viewed as a positive rather than a negative? Is personal/home safety a component of your company safety strategy?   When was the last time an employee safety improvement suggestion was and implemented? Do the employees feel they are valued members of the company team? Are they recognized for safe work practices, even at the expense of time/money?

These questions are just the tip of the iceberg as it relates to effective leadership and safety.  I have a long ways to go in uncovering the rest. But, at least I now have a 20 minute speech in the can!

The Insecure Leader

Posted by chiefb2 on March 3, 2013
Posted in: Personal, Uncategorized. Leave a Comment

I continue to virtually discuss leadership with my assigned leadership student at Western Washington University (the BEST college in the nation BTW). His most recent question made me dig deep, and I thought I’d continue to share my thoughts on leadership. Here’s my verbatim response to his latest question.

Hey Parker,

“In your time as a leader, when have you found areas of weakness in yourself, and how did you strengthen those areas of weakness?”

Hmmm, time to get a little introspective here. Great leaders have insecurities and perceived weaknesses. That’s what makes them great leaders. They are constantly questioning themselves, asking for input and guidance. It was certainly the case for me, and continues to be so.

My personality will likely drive me to an early grave, not just because I spent 30 years in a profession that tends to shorten a life, but equally as impactful is my underlying desire to please others and help them succeed, even at my expense. It drives my wife nuts that I beat myself up, but it is what it is…
So, to answer your question directly-I am always questioning my knowledge, judgement. At times my angst “ramps up” depending on the situation, and it becomes a matter of degrees of angst. Any good leader looks first to see if he/she could have done something different whenever a situation arises that negatively impacts employees or the organization. In my new position I am responsible for investigating workplace accidents, injuries and near misses. One of the first things I realized is; Don’t find fault, find the cause. And in many cases, the cause rises to the top of the organization.

I encourage you to get hold of the book “It’s Your Ship” , written by retired Navy Captain Mike Abrashoff. The first book in a series of books on leadership, it is a short excellent read on how to “run your ship”. I bought this book for every new chief officer I promoted during my tenure, and I hope it has a lasting impact. I strengthen my weakness areas by reading as much as possible, and surrounding myself with mentors and leaders who have served or were serving- in similar management level positions. Sharing the pain can be very cathartic!

Some of the best “Pearls of Wisdom” from Capt. Abrashoff’s book that apply to your class and lesson;

– “Most obstacles that limit people’s potential are set in motion by the leader and are rooted in his or her own fears, ego needs, and unproductive habits.”
- “Helping people realize their full potential can lead to attaining goals that would be impossible to reach under command-and-control.”
- “Whether you like it or not, your people follow your example.” “You train your crew how to operate through every decision you make and every action you take.” “It’s funny how often the problem is you.”

A true leader is resolute in their core values and beliefs. At the same time, he/she is constantly questioning their effectiveness and success. It goes with the territory.

I hope this answers your questions Parker. Let me know if you need more info. Hope the quarter is going well!

Do No Harm

Posted by chiefb2 on March 2, 2013
Posted in: Crisis Response, FEMA/DHS. Leave a Comment

I found a tweet a couple of days ago that made me go “It’s about time!” The National Fallen Firefighters Foundation just announced they were no longer supporting the rigid approach espoused by the disciples of the Critical Incident Stress Management model. The announcement reads in part; “Are mandatory debriefings following traumatic incidents always in everyone’s best interest? Research and lessons learned from September 11, Charleston, and other events show the answer is no. Immediately sending in counselors has become a standard procedure, but work sponsored by the National Fallen Firefighters Foundation (NFFF) makes it clear it’s time to move forward from a “one size fits all” approach.”

Now, before CISM zealots jump down my throat saying that I don’t know what I’m talking about, let me say that I used to be one of them.  Back in the day I was the countywide administrator and leader of our multi-agency CISM Team, and also served on the Washington State CISM Executive Board.  We fully embraced the Mitchell Model, went to all of the conferences and conducted tons of debriefings and defusings.  Things were rolling hot and heavy for a few years.  Then, guess what?  Agencies stopped calling us.  At about the  same time in 2004, I was finishing up my Executive Fire Officer Program at the National Fire Academy, which includes a requirement to complete four original research projects. So, for my last project I decided to explore the efficacy of the Mitchell Model of CISM in helping our local firefighters.  With the gracious support and help of leading post-traumatic stress researcher Dr. David Sattler from Western Washington University (ahheemmm, my alma mater thank you very much!) , we surveyed over 300 firefighters to try and learn about their inherent coping mechanisms, resiliency and perceptions about the current debriefing methods.  Although the project is nine years old, it is satisfying to think it may still be considered contemporary. Let’s hope the NFFF’s decision will motivate more researchers to impartially evaluate the effectiveness of the most common form of crisis counseling.  We owe it to our first responders to heed three little words; Do No Harm.

You can download our research here – BoydEFOpaper

Holy BATNA!

Posted by chiefb2 on February 21, 2013
Posted in: Uncategorized. Leave a Comment

For the past few years I have had the privilege of serving as a “virtual mentor” for freshmen college students studying leadership at my alma mater-Western Washington University (Go Vikings!).  This innovative program, led by Dr. Joe Garcia, matches students with alumnus who are considered leaders in their communities or professions.  The student and mentor communicate via Google Groups, with the student asking questions related to the classroom content being discussed.  It never ceases to amaze me how inquisitive and insightful these kids are, and affirms my belief that our future is secure in their hands.

My most recent virtual student posed the question; “Have you ever had to present an idea to a group of followers that they weren’t initially interested in, and if so, how did you get them to go along with it?”  

My response: “First, you can’t come into the situation and make it appear that you have already made up your mind (even though you think you have).  To have any chance of success you need to;
* Have confidence you have thoroughly researched the issue and come up with alternatives, including a BATNA (Best Alternative to a Negotiated Agreement). 
*Have critically and impartially tried to view the issue through the eyes (values) of those you need to convince.
*Engage the team in dialogue in an attempt to validate what you suspect their values are, their emotional reaction, and most importantly – any other potential solutions/options that you and your team have not considered.
*Listen AND HEAR what they are saying.  Keep an open mind.
*Be honest.  They will already be suspicious. If you are deceptive, you are dead.
*Try to identify who the informal leader(s) of the group are.  Just because someone on the other side has a formal title doesn’t mean they carry all the weight of authority.
*Park the ego…. You may think you have the solution. But often I found that the folks I was trying to convince had even better ideas (which makes it much easier to reach consensus!) 
*Know your limits.  Even though you may come up with a creative solution, if the solution exceeds your authority (administrative or financial) to implement, you need to be very careful on how you proceed.
 
I’ve used all of the above and then some in my plethora of negotiations with city staff and union leadership.  Sometimes we won, sometimes we lost.  But, at the end of the day the preservation of the working relationship stayed intact, and that is invaluable.  Hope this answers your question.”
Hey leaders, what are your negotiation/persuasion skills and approach? Would love to hear them so I can share your thoughts with my current and future students.