The Whole World Is Watching

By Thomas L. Friedman
The New York Times

Three years ago, I was catching a plane at Boston’s Logan airport and went to buy some magazines for the flight. As I approached the cash register, a woman coming from another direction got there just behind me — I thought. But when I put my money down to pay, the woman said in a very loud voice: “Excuse me! I was here first!” And then she fixed me with a piercing stare that said: “I know who you are.” I said I was very sorry, even though I was clearly there first.

If that happened today, I would have had a very different. I would have said: “Miss, I’m so sorry. I am entirely in the wrong. Please, go ahead. And can I buy your magazines for you? May I buy your lunch? Can I shine your shoes?”

Why? Because I’d be thinking there is some chance this woman has a blog or a camera in her cellphone and could, if she so chose, tell the whole world about our encounter — entirely from her perspective — and my utterly rude, boorish, arrogant, thinks-he-can-butt-in-line behavior. Yikes!

When everyone has a blog, a MySpace page or Facebook entry, everyone is a publisher. When everyone has a cellphone with a camera in it, everyone is a paparazzo. When everyone can upload video on YouTube, everyone is filmmaker. When everyone is a publisher, paparazzo or filmmaker, everyone else is a public figure. We’re all public figures now. The blogosphere has made the global discussion so much richer — and each of us so much more transparent.

The implications of all this are the subject of a new book by Dov Seidman, founder and C.E.O. of LRN, a business ethics company. His book is simply called “How.” Because Seidman’s simple thesis is that in this transparent world “how” you live your life and “how” you conduct your business matters more than ever, because so many people can now see into what you do and tell so many other people about it on their own without any editor. To win now, he argues, you have to turn these new conditions to your advantage.

For young people, writes Seidman, this means understanding that your reputation in life is going to get set in stone so much earlier. More and more of what you say or do or write will end up as a digital fingerprint that never gets erased. Our generation got to screw up and none of those screw-ups appeared on our first job résumés, which we got to write. For this generation, much of what they say, do or write will be preserved online forever. Before employers even read their résumés, they’ll Google them.

“The persistence of memory in electronic form makes second chances harder to come by,” writes Seidman. “In the information age, life has no chapters or closets; you can leave nothing behind, and you have nowhere to hide your skeletons. Your past is your present.” So the only way to get ahead in life will be by getting your “hows” right.

Ditto in business. Companies that get their hows wrong won’t be able to just hire a P.R. firm to clean up the mess by a taking a couple of reporters to lunch — not when everyone is a reporter and can talk back and be heard globally.

But this also creates opportunities. Today “what” you make is quickly copied and sold by everyone. But “how” you engage your customers, “how” you keep your promises and “how” you collaborate with partners — that’s not so easy to copy, and that is where companies can now really differentiate themselves.

“When it comes to human conduct there is tremendous variation, and where a broad spectrum of variation exists, opportunity exists,” writes Seidman. “The tapestry of human behavior is so varied, so rich and so global that it presents a rare opportunity, the opportunity to outbehave the competition.”

How can you outbehave your competition? In Michigan, Seidman writes, one hospital taught its doctors to apologize when they make mistakes, and dramatically cut their malpractice claims. In Texas, a large auto dealership allowed every mechanic to spend freely whatever company money was necessary to do the job right, and saw their costs actually decline while customer satisfaction improved. A New York street doughnut-seller trusted his customers to make their own change and found he could serve more people faster and build the loyalty that keeps them coming back.

“We do not live in glass houses (houses have walls); we live on glass microscope slides ... visible and exposed to all,” he writes. So whether you’re selling cars or newspapers (or just buying one at the newsstand), get your hows right — how you build trust, how you collaborate, how you lead and how you say you’re sorry. More people than ever will know about it when you do — or don’t.

Photo Credit: Thomas Friedman. (Fred R. Conrad/The New York Times)

Technorati tags: Thomas Friedman, New York Times, Computers, Internet, Blogs, Blogging, Google, Children and Youth, news, commentary, op ed

Beyond Belief

If the story of Desre'e Watson is not proof of a nation gone haywire, I don't know what is....

6-Year-Olds Under Arrest
By Bob Herbert
The New York Times

Avon Park, Fla.

When 6-year-old Desre’e Watson threw a tantrum in her kindergarten class a couple of weeks ago she could not have known that the full force of the law would be brought down on her and that she would be carted off by the police as a felon.

But that’s what happened in this small, backward city in central Florida. According to the authorities, there were no other options.

“The student became violent,” said Frank Mercurio, the no-nonsense chief of the Avon Park police. “She was yelling, screaming — just being uncontrollable. Defiant.”

“But she was 6,” I said.

The chief’s reply came faster than a speeding bullet: “Do you think this is the first 6-year-old we’ve arrested?”

The child’s tantrum occurred on the morning of March 28 at the Avon Elementary School. According to the police report, “Watson was upset and crying and wailing and would not leave the classroom to let them study, causing a disruption of the normal class activities.”

After a few minutes, Desre’e was, in fact, taken to another room. She was “isolated,” the chief said. But she would not calm down. She flailed away at the teachers who tried to control her. She pulled one woman’s hair. She was kicking.

I asked the chief if anyone had been hurt. “Yes,” he said. At least one woman reported “some redness.”

After 20 minutes of this “uncontrollable” behavior, the police were called in. At the sight of the two officers, Chief Mercurio said, Desre’e “tried to take flight.”

She went under a table. One of the police officers went after her. Each time the officer tried to grab her to drag her out, Desre’e would pull her legs away, the chief said.

Ultimately the child was no match for Avon Park’s finest. The cops pulled her from under the table and handcuffed her. The officers were not fooling around. In the eyes of the cops the 6-year-old was a criminal, and in Avon Park she would be treated like any other felon.

There was a problem, though. The handcuffs were not manufactured with kindergarten kids in mind. The chief explained: “You can’t handcuff them on their wrists because their wrists are too small, so you have to handcuff them up by their biceps.”

As I sat listening to Chief Mercurio in a spotless, air-conditioned conference room at the Avon Park police headquarters, I had the feeling that I had somehow stumbled into the middle of a skit on “Saturday Night Live.” The chief seemed like the most reasonable of men, but what was coming out of his mouth was madness.

He handed me a copy of the police report: black female. Six years old. Thin build. Dark complexion.

Desre’e was put in the back of a patrol car and driven to the police station. “Then,” said Chief Mercurio, “she was transported to central booking, which is the county jail.”

The child was fingerprinted and a mug shot was taken. “Those are the normal procedures for anyone who is arrested,” the chief said.

Desre’e was charged with battery on a school official, which is a felony, and two misdemeanors: disruption of a school function and resisting a law enforcement officer. After a brief stay at the county jail, she was released to the custody of her mother.

The arrest of this child, who should have been placed in the care of competent, comforting professionals rather than being hauled off to jail, is part of an outlandish trend of criminalizing very young children that has spread to many school districts and law enforcement agencies across the country.

A highly disproportionate number of those youngsters, like Desre’e, are black. In Baltimore last month, the police arrested, handcuffed and hauled away a 7-year-old black boy for allegedly riding a dirt bike on the sidewalk. The youngster was released and the mayor, Sheila Dixon, apologized for the incident, saying the arrest was inappropriate.

Last spring a number of civil rights organizations collaborated on a study of disciplinary practices in Florida schools and concluded that many of them, “like many districts in other states, have turned away from traditional education-based disciplinary methods — such as counseling, after-school detention, or extra homework assignments — and are looking to the legal system to handle even the most minor transgressions.”

Once you adopt the mindset that ordinary childhood misbehavior is criminal behavior, it’s easy to start seeing young children as somehow monstrous.

“Believe me when I tell you,” said Chief Mercurio, “a 6-year-old can inflict injury to you just as much as any other person.”

Photo Credit: Bob Herbert. (The New York Times)

Technorati tags: Bob Herbert, New York Times, Children and Youth, Crime and Criminals, Education, Desre'e Watson, news, commentary, op ed