In my research I found tons of best practices to keep meetings productive as well as statistics on how much of our day we’re stuck in meetings. (Thanks.) The study I found most informative covered how employees feel about meetings and why they feel that way.

My simple-syrup reduction from this 26-page study is: meetings are considered an interruption. Nobody likes interruptions. Even when meetings are planned, they cause a perceived down-shift in productivity and upswing in mental expense, for possibly little reward. We dread meetings, we dread planning for them, participating in them and when they’re long, we’re too wiped to feel relief when it’s all over to actually be productive again.

Experiments of Professors Luong and Rogelberg¹ revealed, the more meetings one has to attend, and the more time one spends in meetings, the greater the negative effect. They go on to reveal meetings that start late, lack structure and run long are the most dreaded. Furthermore, the indication of the meeting starting late or starting without all of the invited parties had a direct effect on the perceived outcome of the meeting (i.e., starting late = poor organization = running late = major dread).

In my experience, I have NEVER attended a meeting that ended early where someone left upset about it. On the contrary, I see smiles as they walk away with pep in their step like they just got a free milkshake or an unexpected discount. So I wonder, do shorter meetings in general relieve this dread or is setting expectations for long ones and delivering short ones the key? Maybe a little bit of both, but I found more research to support the former.

This graphic from SalesCrunch, who consider their online meeting platform “the next-generation,” is very telling. They were able to measure when people are paying attention in their meetings versus when they lose focus doing other things, like checking email. Their review of thousands of meetings revealed the optimal length of a meeting based on how long people tend to pay attention and at which point they tend to drift off.

American Business Etiquette consultant, Phyllis Davis, who says the proper length of a meeting is no more than 70 minutes. And even with that length you should provide fruit or snacks to keep the blood sugar from dropping!

And I couldn’t leave out the chart of all charts, “Meeting Length vs. Will To Live,” which sums it all up.

So I’ve come to the conclusion that the shorter the meeting the less the dread. But we all know for it to be rewarding it has to be short and productive. Here’s my pick for making meetings most productive. Compliments from Dummies.com. Enjoy.

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FROM THE WORK WELL
The Work Well is a source of knowledge to help make your
work culture a little happier + healthier.

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_{1) A study by Luong and Rogelberg (2005), Employees’ feelings about more meetings: An overt analysis and recommendations for improving meetings.}

These moments are customer service encounters that are either awesome, or unawesome; whether that’s the plumber who not only fixed the running toilet, but also changed a light bulb just because, or some surly employee who couldn’t be bothered to answer a question. These moments make you THIRSTY or Anti-THIRSTY for a brand. And from these THIRSTY moments come referrals.

We all have our favorite people, places or things, that we consider referral worthy. I have a great HVAC guy who goes above and beyond every single time. Greg has a great deck guy who’s a meticulous craftsman and a great communicator.

When I asked Susan who she has referred to friends and family, she said, “I recall referring 3 businesses in my life: my realtor, my accountant and my chiropractor. Notice the ‘my.’ I think that’s key to the referral – I’ve claimed ownership of them, that’s when I know they are living their brand.

“When you get a referral from someone you trust, your decision process goes from a leap of faith to a step. It’s much easier to decide, and we all know deciding is half the battle.”

To us, a referral is the ultimate compliment, and we are driven every day to earn a referral from our clients. That drive is reflected in the fact that 80% of our growth comes from referrals. To remind ourselves of its importance, we developed an icon to say we’re proud to have served our clients so that we are Referral Grown. You’ll see it on our Work page indicating clients who have been referred to us. And you can read how it is tied to our Brand Promise on our Approach page.

We’d love to hear who you refer people to, whether that’s a great handyman, restaurant, whatever, and why you refer that person, place or thing. Let’s get a dialogue going in the Comment section below this blog. And by the way, does anyone know a great house painter?

A local pianist was playing at a neighborhood venue. Eh … wait … what? Seems during his performance he was offering the opportunity to paint his piano. Interesting. Anyone in attendance would be encouraged to take a stab, a swipe, a stroke of color to his piano. Anywhere. Everywhere. The previously unplanned, possibly uneventful evening was quickly turning into a desire to be a part of something a little different.

Turns out only months earlier, the pianist began a project that would allow him to play his music in parks, on sidewalks and in downtown plazas. The project seeks to bring the music to the people as opposed to bringing people to the music.

The pianist reached out to where his fans were, drew in patrons who would otherwise not be engaged, promised to involve his audience and delivered. He had them invested – made them a part of his music and in turn part of his brand. It was that extra step, his willingness to be different, that set him apart. Ultimately, he sought to allow his supporters a voice in his music and give them a bit of ownership in his brand.

(For me, that voice meant a small silhouette of Oklahoma with a white paint splotch in the center to represent OKC. I put it on a corner of his piano.)

In a single offering of paint and a brush, a musician had engaged someone who had moved from that white paint splotch only months earlier. In a sense he inspired someone from 1,200 miles away to act.

While building your brand, it is necessary to find the courage and the confidence to be unique, to showcase the things only you have to offer and to find that emotional connection with your consumers.

To see the piano being painted, watch the video linked here.

I’d love to hear what you would have painted. Email me at micah@rmagency.com.

R+M’s engagement began with a holistic brand management approach: fully understanding all factors that would shape the DebitSavvy brand, from identifying the target audience to defining key brand messaging. In January of 2012, R+M began expanding the reach of the DebitSavvy brand through the production of robust online content, optimization of DebitSavvy.org’s SEO and management of its social media presence.

R+M’s Executive Vice President Greg Norton says DebitSavvy’s mission is directly aligned with the agency’s passion, making it the perfect partnership.

“Financial independence and stability is a critical component to one’s well-being,” Norton said. “Interestingly, the generation that includes young adults between the ages of 18 and 26 has more access to information, a deeper and more ingrained attachment to technology and more education than any generation our country and world has ever known. Yet, unemployment for millennial men and women is hovering around 14% – nearly 40% higher than the national average. Partnering with DebitSavvy allows us to expand the reach of a really important message to those who need it most.”

DebitSavvy is also proving to be a useful resource for financial institutions that want to introduce younger account holders to the idea of managing money through debit. The brand is encouraging FI’s to use DebitSavvy.org as a roadmap for customers who desire a thorough introduction to debit card use.

About R+M
R+M creates experiences that get people talking about brands that positively impact our health, well-being and social responsibility. The agency’s whole-brand approach leverages traditional tactics alongside unconventional approaches that connect our clients with their customers. Though the agency has garnered its share of local and national recognition, it’s most proud of its passion for hunger relief and prevention, encouraging kids to be active and getting client high fives for making marketing budgets act twice their size. Get activated at www.rmagency.com.

About DebitSavvy.org
DebitSavvy.org is a consumer-focused site designed to provide fast and accurate information about debit cards. DebitSavvy.org knocks down the myths surrounding debit cards. Sponsored by PULSE® Network, it offers fact-based information about debit as a payment method and financial planning tool.

The Humane Society reports from a recent study out of Central Michigan University that dogs in the workplace can lead to more trust between coworkers, which leads to more collaboration among team members. Moreover, dogs in the workplace increase morale and productivity, lower absenteeism rates and put smiles on faces of even the grumpiest visitors.

A survey by the American Pet Products Association Manufacturers found that 20% of US companies have adopted pet-friendly policies. Many of these are smaller companies, but dog culture is doable and beneficial at any size. Google, Amazon and Ben & Jerry’s have had a dog-friendly workplace for years and Clif Bar & Company attributes its spot on Outside magazine’s Best Places to Work of 2010 list to its dog-friendly culture.

Having dogs at work was always a cool thing, but I didn’t realize how much this cool thing actually improved lives until recently. My husband and I decided that, given the right temperament and care, we could raise a dog that not only could come to work, but could go to work visiting nursing homes and hospitals, giving friendship, courage and smiles to those who really need it. So we went on the hunt for “the dog that will make a difference.” Enter the Mousse. He’s got the look but only time will tell if he’s up for the job!

What I do know is that dogs can make lives happier + healthier given the opportunity. The Delta Society, the largest organization devoted to promoting animal-assisted therapy, agrees, and they’ve compiled a list called Healthy Reasons to Have a Pet (42 kb download).

Here are a few points that grabbed my attention:

• Visits with a therapy dog help heart and lung function by lowering pressures, diminishing release of harmful hormones and decreasing anxiety with hospitalized heart failure patients.
• Animal-assisted therapy can effectively reduce the loneliness of residents in long-term care facilities.
• People with borderline hypertension had lower blood pressure on days they took their dogs to work.
• Pet owners have lower blood pressure, triglyceride and cholesterol levels than non-owners.
• Having a pet may decrease heart attack mortality by 3%. This translates into 30,000 lives saved annually.

Shoot us some comments or pics of your stress-reducing pets, and if you have any work tips for Mousse send them to theMousse@rmagency.com, he’s ready. Now check out the rest of our gang …

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FROM THE WORK WELL
The Work Well is a source of knowledge to help make your
work culture a little happier + healthier.

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Eye exercises are used to treat a variety of vision disorders¹, help relieve tension and strengthen eye muscles.  Here we go!

“The Ummm”
Have you ever been frozen by a question you should have the answer to, but don’t? You stall by looking to the sky then to the ground, hoping the answer will appear out of nowhere. It’s actually a good eye exercise. Give it a go.

Keep your head still and look up as if you’re trying to see the top of your head, then look down as far as you can. Repeat 10 to 20 times. Finish the exercise by looking straight ahead and blinking a few times.

“The Mona Lisa”
The sign of a good portrait, whether painted or photographed, is the eyes seem to follow you around the room, like a “Scooby-Doo” cartoon. Turns out it’s an excellent way to tone your eye muscles.

Again, keep your head still and look quickly from side to side. Do that 10 to 20 times then end by looking straight ahead and blinking a few times.

“The Oh … My … Gawd”
Think classic eye roll, without the teenage angst. Keep your head still and start with your eyes in the 12:00 position. Move your eyes to the next hour, pause a second, then move to the next hour. Go around the clock five to ten times then rest your eyes by closing them for a few seconds.

“The Wynkin’, Blynkin’ and Nod”
Unlike the children’s poem of the same name, this exercise is meant to induce alertness and brain stimulation. Alternate wynking with one eye, then the other, then blynk both eyes. Repeat 10 to 20 times, then rest your eyes for a few seconds. WARNING: This exercise could bring unwarranted responses if performed in mixed company.

Think of it this way, the stronger your eye muscles are the less you’ll have to say when you get that “special” present for your birthday.

¹ Dr. Janice Wensveen, clinical associate professor at the University of Houston’s College of Optometry – ScienceDaily

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FROM THE WORK WELL
The Work Well is a source of knowledge to help make your
work culture a little happier + healthier.

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Just think about the mountains of additional capital that Netflix would have invested into Qwikster had it not been for the attention paid to the social media outcry. Following the announcement, customers were quick and furious to express outrage (not to mention confusion). This coming on the heels of price increases and other changes in July 2011, including charging separately for the mail and streaming services. Within a month of announcing the Qwikster launch, Netflix CEO Reed Hastings admitted to the blunder by explaining, “It is clear that for many of our members, two websites would make things more difficult, so we are going to keep Netflix as one place to go for streaming and DVDs.”  While Netflix is still reeling from this misstep (even I continue to look for a better alternative), you have to credit them with a fast reaction to the public outcry. I can only imagine what would have happened had they taken a clamshell approach and not listened or engaged in the conversation.

And how about the financial behemoths at Bank of America? Once they put the word out about a $5/month charge for using your debit card, the power of today’s social landscape kicked in. The result forced them to rethink how to preserve the revenue stream of their debit program. (On October 1, 2011, the Durbin Amendment went into effect, which reduces the fees financial institutions accrue from debit card swipes.)

Without the advent of the Internet and the social media bandwagon, there would not have been an efficient channel for consumers to voice their discontent in an aggregated and powerful manner. Back in the day, Bank of America may have invested enormous amounts of capital in establishing their processes, procedures and infrastructure to enable this new charge, only to suffer a long painful attrition of unhappy customers as a result of their decision.

At long last, the bubble is settling squarely between the lines on the playing field between consumer and capitalist. So the question is: will your business listen, engage and thrive in this new world of consumer empowerment or will you close the clamshell and merely hope to survive?

Primary Contact, Artspace: Mary Poole, Executive Director
Office: 919-821-2787

Cary, NC — January 16, 2011 – When it comes to discovering, exploring or feeding your inner artist, look no further than the triangle’s hub for creative inspiration, Artspace.  Recently, Artspace realized that their website did not embody the creative experience that can be found in their resident studios or gallery exhibits. So, who better to turn to than the partner agency that helped establish their brand personality and set the tone for the promise of the Artspace experience three years ago. Re-enter R+M, a brand development and management agency.

“Artspace has inspired more than two million people to experience the creative process over the past 25 years,” stated Executive Director Mary Poole.  “When we engaged R+M three years ago to assist us in clearly articulating our unique value to the community, they got it. They helped us establish the attributes of our brand, determine our position in the marketplace and connect emotionally to the triangle community. When it came to refreshing our presence on the web, we knew we could count on R+M to capture the essence of the Artspace brand and deliver it in a virtual environment. As expected, the result is fantastic.”

The launch of the refreshed website for Artspace comes on the heels of their 10th annual Collectors Gala and 25th Anniversary Celebration, which benefited Artspace exhibitions, educational programming and community outreach to children and adults in difficult circumstances.

“The timing of this work was a perfect opportunity to ensure the community sees Artspace, across every channel, in a manner that is true to their brand and their commitment to inspire creative energy,” stated R+M’s Executive Vice President Greg Norton. “Everyday, we at R+M immerse ourselves in the creative process to address all varieties of challenges for our clients. Continuing our partnership and support of Artspace keeps us tuned-in to the role that creativity plays in the hyper-competitive corporate world. That makes this partnership a true win-win for all involved.”

About R+M
R+M creates experiences that get people talking about brands that positively impact our health, well-being and social responsibility. The agency’s whole-brand approach leverages traditional tactics alongside unconventional approaches that connect our clients with their customers. Though the agency has garnered its share of local and national recognition, it’s most proud of its passion for hunger relief and prevention, encouraging kids to be active and getting client high fives for making marketing budgets act twice their size. Get activated at www.rmagency.com.

About Artspace
Artspace is a nonprofit visual art center dedicated to providing arts education and community outreach programs, creating an environment of more than 100 professional artists and presenting nationally acclaimed exhibitions. Located in downtown Raleigh in the historic Sanders Ford building, Artspace has been providing the community with the opportunity to interact with working artists and to participate in hands-on arts education since 1986. For more information about Artspace, exhibitions or membership, get inspired at www.artspacenc.org.

After an exhaustive six-month search, we selected a new Internet provider that could boost our service to the level we had longed for, at a price that was actually less than our current contract. (High fives and sighs of relief all around.) All that was left was the dotted line.

But this is where the customer service story starts to go down the tubes.

I sent an email to our account manager with the corrections and received a revised contract containing only half the corrections made, plus the addition of a totally new error. And this version of the contract came with an unexpected caveat: we had to sign now because the rates were expiring. Now, usually delays in contract signing are due to negotiations over money and terms, but we were just trying to get a contract that we recognized. It took three weeks and multiple conversations to get a correct contract. Our account manager was reassigned (hopefully to a retraining site).

Unfortunately, we’re not finished. Now we move to the company we were about to leave.

In order to successfully disconnect from our existing provider, I placed a call to their Customer Care department. I was given a list of procedures to follow in order to prevent an automatic rollover of the current contract.

Care Person #1 directed me to send a disconnect request on our stationery to their corporate office, a copy to my sales rep and a follow-up phone call to him – apparently to remind him to read his mail. After I completed the three tasks from Care Person #1, I placed a second call to Customer Care to confirm everything was covered. Care Person #2 informed me that I should have contacted a completely different division by email, which I immediately did.

Now, we were at Care Person #3. He informed me the request for disconnection should have been signed by one of three authorized people at R+M, as they could not process the request using my signature. The first person named was no one who had ever worked at R+M. The second was an assistant who left over a year before the existing contract was signed. And the third person was our president. (He got one out of three.) I asked Care Person #3 to check the records, as I was the person who actually signed the existing contract. If I was the one who started it, I should be able to stop it.