Posts Tagged ‘Scenes’

Fern and Betty

Friday, May 7th, 2010

I got my love of playing games from my mother, Fern.  When I was growing up, we watched all the TV game shows that our manually-adjusted outdoor antenna (with TV watchers inside the house shouting outside to the antenna-turner, “Too far!” or “Keep turning!” or “You had it!  Turn back!”) and our black-and-white Philco allowed.  One of our favorites was Password, and our favorite Password shows were those that featured Betty White as one of the guest celebrities.  We loved Betty.  She was smart, beautiful, funny, and Fern never failed to point out that she was married to the host of Password, Allen Ludden.  Having a husband who hosted a TV game show on which you were a celebrity guest was, I always figured, Fern’s dream marriage, not, as reality would have it, marriage to a farmer from Indiana who rehabilitated castoff horses by turning our farm into a riding stable open to a public that by and large did not know how to ride.  Fern’s game was much harder to play and, for her, not nearly as much fun as Betty’s was.

BettyWhite1A few years ago, I was asked by a network executive to videotape interviews with the alumnae of The Mary Tyler Moore Show, including Betty White.  The show had been off the air for many years but Mary clearly maintained her star status, and the rest of the cast deferred to her as such.  I, however, only had eyes for Betty.  Then, as now, she lit up the room with those smiling, sparkling eyes, and the sincere attention she gave to those around her.  Listening, I am more convinced all the time, is the secret to relating to the world, and Betty listens with the best.  Her ego does not get in the way of her reception, and as a result, her picture is always crystal clear.  What you experience is not the illusion of a human being, it is human.  It is not a portrayal, not a role.  It is true character.

After we had completed our interview, Betty and I had a chance to talk, and I got to tell her the one thing I really wanted to tell her, how my mom had been a big fan of hers since the Password days, and how she celebrated the relationship between Ms. White and her dream husband, Allen Ludden.  Then, on pure impulse, I asked Betty she’d mind calling Fern on my mobile phone and saying hello.  This was a no-no for someone doing my job, a line you did not cross, it was like kitchen help taking a seat at the dinner table.  But all I could think about was how happy Fern would be to get a phone call from Betty White.  “Of course I will”  Betty said.

Fern was not home.  The call went to voice mail.   Betty didn’t miss a beat.  “Fern, this is Betty White,” she said.  “I’m standing here with a handsome young man who claims to be your son, and he tells me you’re a Password fan.  That is so sweet of you.  We had so much fun on that show, didn’t we?…”  I don’t remember the rest of what she said, but I remember that the tone of her message was as if she and Fern were old high school classmates who hadn’t seen each other in ages.  Which, in a way, they were.

A couple of days later, the network executive called and the conversation eventually came around, as I figured it would, to the subject of the call I’d asked Betty to make to Fern.  “At first, I thought what you did was okay, and later I thought it wasn’t okay,”  said the exec.  She said she had no choice but to fire me.  I could not have cared less.  The happiness in my mother’s voice when she phoned to tell me about the voice mail from her BFF, Betty, was worth a thousand gigs.

I imagine that Betty White’s life has been a series of encounters just like this one, in which she has given the gift of herself, and treated her fans as her equals, her collaborators in a joyful conversation.  (”We had fun, didn’t we, Fern?”)  This is why she is still young and her world is still unfolding at the age of 88, and she’s hosting Saturday Night Live tomorrow night.

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3 AM, French Lick (Indiana) Casino

I see this same spirit in my mother, who, at the age of 82, still lives on the farm in Indiana, quilts, bowls, plays bingo, gambles in Vegas, sings in the choir, gardens, cooks amazing meals, mows the huge yard and can drink with the young folks at the Shamrock Pub until closing time.  When I talk to her on the phone, she’s usually the one who ends the conversation because, hey, she’s got things to do and has to get going.

Happy Mother’s Day, Mother!  Break a leg, Betty!  We love you both!

Digg the Toyota Scene

Thursday, April 8th, 2010

When Toyota hit the icy patch in their narrative this January, they did not do what most organizations their size would do, they didn’t do what the Tiger Woods brand did when the Escalade hit the fire hydrant:  huddle, confer, strategize, ponder, debate, script, re-write, close ranks, assume a defensive posture, call in damage control experts, and use all of it as an excuse for Not Doing Anything.

No, they improvised.  And by that, I don’t mean they flew by the seat of their pants, or made it up as they went along.  From the CEO on down, they jumped into the conversation with the audience and performed aggressively to build a narrative that countered the media hysteria around the recall and the ambulance-chasing members of the legal profession who fanned its flames.ToyotaLogos1

This is what improvisation is.  A conversation designed to connect the performers with their community.  Not a monologue, a strategy, a script or a campaign.  A dialogue. Observations and comments.  Listening and responding.  Action and reaction.

AdWeek this week highlights one component of Toyota’s conversation with the audience:  a Digg Dialogg with Toyota’s head of U.S. Sales, Jim Lentz.  One of the more telling beats in the article is how skeptical J.D. Power & Associates, the traditional arbiter of performance and quality in the automotive industry is about this tactic.  They don’t see ‘movement’ in their polls, they say.  The jury is still out, they say.  What the J.D. Power people fail to grasp is that the conversation itself is the movement.  The fact that it happened, along with untold other interactions between the brand and audience, constitute a flow of events that defy any one snapshot’s (i.e. poll’s) ability to capture its effectiveness.  Trying to measure one data point in a narrative with a million data points is foolish.  J. D. Powers is trying to apply old school metrics to a new school process.  It’s like taking a poll about how people feel about Rings and using it to gauge the audience’s perception of Lord of the Rings.

No doubt there’s a major problem with Toyota’s process, the company has admitted as much.  Its quantity got ahead of its quality.  It began thinking of its audience as consumers instead of customers.  It’s a big, big, issue, with immense implications for the brand.  What’s impressive is that they didn’t let the immensity overwhelm them.  They didn’t look for an epic solution to the epic problem.  Rather, they began a journey of epic proportions., and they are conducting it one conversation, one scene, at a time.  They are contrite, but they are not backpedaling, or wasting time deliberating.  That would cause the narrative to lose its momentum.  They didn’t script a narrative and then try to force it on the audience.  They improvised, with the conviction that their journey will eventually re-connect them with their community, and win back its confidence and its applause for their performance.

Cyberhouse Rules

Monday, February 8th, 2010

I speak occasionally to Steven Lisberger, who directed the landmark motion picture, TRON.  Naturally enough, the conversation usually comes around to cyberspace and how, as Steven puts it, “TRON came true.”  Lately, we’ve been talking a lot about the role of story and storytellers in the networked world.   Steven has a way of boiling things down to their essence.  Sometimes I call him Obi-Wan.  Here’s some Jedi from our most recent conversation:

Lisberger and Me

Lisberger and Me

“For most of mankind’s existence, our subconscious mind has been hidden.  Now it’s on full display in the network.  Everything you can dream of is there and accessible instantly.  And the question is, what are we going to do with it?”

“People need a new way in.”

“If one aspect of work, access to information, has gotten infinitely easier, the laws of physics tell us that another aspect, one that maybe we don’t recognize yet, has gotten infinitely harder.  We expect things to always get easier, but that’s not necessarily true.”

“On one side of the equation you have the swarm, the hive mind, whatever you want to call it.  And on the other, you have all these tools, and this demand for productivity.  If you don’t know what you’re doing, it will get revealed quicker.  So you have to really know what you’re doing.  The swarm has to be grounded in capability.”

“The network and the tools are amazing.  If people learn how to use the network and the tools, they’ll be amazing, too.”

“One result of networks is the democratization of quality.  When all content is pumped out and made accessible, it creates a kind of middling format.  It leads to a common denominator effect.  This is why elitism matters.  Not just anyone can tell a good story, or create a good design.”

“Intellectual bullying perpetuates the wrong argument.”

“With improvisation, you can do a scene where one person plays the landlord and the other person plays the tenant who’s behind on the rent.  Then those two people reverse roles, and from that process, you learn how to go about resolving the problem.  In business, that never happens.  No one switches sides or changes roles.  If you play for the Blue Team, that’s the team you stay on.  If you’re on the Yellow Team, you stay on that team, and you argue for that side.  And you just keep on having the same argument, and it’s terrible, because nothing changes, and nothing ever gets resolved.”

“What you’re doing with GameChangers is fracturing and realigning the sides of the argument so that problems can get solved.”

“The subconscious mind doesn’t recognize time.  It exists in a permanent state of ‘now.’  In this sense the subconscious mind is like a child, who doesn’t know anything but ‘right now.’  When the subconscious mind makes itself visible and instantly accessible in the network, and everything exists in a state of now, it breeds immaturity.  We begin operating at the level of awareness of an 11 year old.  Maturity is something you can only get to over time.  It’s linear in that sense.  The ethics and perspective that come with time and maturity are what’s missing in this environment.”

“Maturity comes from mastery in the physical realm.”

SXSW #3 – THIS IS THE GUY

Sunday, March 22nd, 2009

Taylor Davidson (www.unstructuredventures.com) is one of a small group of evolved network business strategists with whom I have an ongoing dialogue.  He’s been traveling cross-country for something like six months and predicts that he’ll probably stay on the road – Asia’s next — for another year.  During the conference, our paths cross many times, always by serendipity.  On the first day of the conference, he and I run into each other for the first time.  We are are sitting at a table talking when Leora Israel (www.speaklike.com), comes up behind Taylor and gives him a huge hug.  When he turns around, they realize they don’t know one another.  Embarrassed, she says, “Oh, I thought you were Nick O’Neill, the back of your head looks like his.”  A couple of days later, in a seminar on Entrepreneurship, Taylor and I meet Nick O’Neill himself (www.socialtimes.com), who’s one of the moderators.  Taylor introduces Nick to me by telling me,  “This is the guy who that girl thought the back of my head looked like his.”

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Vaillancourt’s List 4.0

Tuesday, February 24th, 2009

PaulV2The extraordinary improviser, Paul Vaillancourt, gave me a list of sayings that have been compiled and passed around the improv theater community over the years. The legendary teachers, Mick Napier and Del Close, get some of the credit, though the exact origins of most of these are as hazy as the roots of any folk wisdom. Here is the fourth in a series of sayings from Vallaincourt’s List, with my notes following.  As you go about your business, keep these concepts in play: (more…)

Understatement of the Week

Friday, January 16th, 2009

“The operation was not without improvisation.”

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Michael Wilson and Al Baker, writing in today’s New York Times about yesterday’s ‘Miracle on the Hudson.’

Yes is Not Enough

Wednesday, January 7th, 2009

MarriageProposal1The most basic concept in all of improvisation is ‘Yes and’. If we are in a scene together and you make a statement, it is my obligation as an improviser to ‘yes-and’ your statement. By ‘yes-anding’ you, I not only agree to your reality, I add to it with perspective of my own. In this way, we can ‘triangulate’ on the problem to be solved, and also bring dimension, and new levels of collaboration to the scene.

The words ‘yes’ and ‘and’ do not have to be spoken literally, of course. It is the spirit of the phrase that matters. A common improv exericise invokes this spirit by having players begin every exchange of dialogue with those two powerful words, spoken literally.

If we are in a scene together and are ‘yes-anding’ one another, by the third line of the scene, it will not be about your reality, or my reality, it will be about our reality. Now we have the ability to work together toward an objective. It is the ‘and’ that makes all the difference. Anyone can say ‘yes’. It might get me a reputation as a being a positive person around the office, but it will not necessarily make me a productive player. (more…)

Convergence

Saturday, December 13th, 2008

Last night (Tuesday) at the USC President’s Dinner, we sat next to the director of the USC School of Journalism and got into a discussion about the need (we agreed) for journalism students to improvise their approach to their careers because–well, they really have no other choice. Journalism as it used to be is over. Journalism as it will be defined in the future is just beginning. The end of one story is always the beginning of another. By the end of dinner, it was clear that this conversation will continue soon and will probably come to include those USC students next semester.

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Today (Wednesday) at breakfast, we sat in Manhattan Beach with two guys named Rick, one from L.A., one from Chicago, and mapped out how the movie studios can change the game with distributed production models made possible by a new broadband network called Darkstrand that comes online in January and can move data at 40 gigabytes per second. Darkstrand is the newly-privatized network that until now has been the exclusive domain of the Defense Dept. and university research scientists. See, the two Ricks were literally describing how to turn swords into plowshares. Or Disney shares anyway.
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Today, we hung out in a garage in East L.A. with a friend of ours from Florida, a Taiwanese-American entrepreneur living in Santa Monica and two mechanics from Colombia flown in by our Florida friend to install an Italian-made hydrogen fuel conversion system called JiffyGas in a car originally manufactured in Japan. All the players in the scene had connected with one another via Google. Later this week, the friend from Florida and the two Colombians will do a JiffyGas conversion on a test car for NASA.

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Before the end of the day we introduced the friend from Florida to an acquaintance from Denver who is a partner in iCAST, which creates jobs for impoverished communities in the U.S. and abroad. Next week, our Florida friend will talk to iCAST about how to build a jobs-creation scene with gasoline-to-hydrogen conversions as the game.

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And now here you are. Welcome. Feel free to connect and play along.

The ‘SuperDeluxo’ Scene, Part Two

Tuesday, September 2nd, 2008

 

ScreamMask2

(STORY NOTES: When we left my cousin, Rich, he was trying to get the (fictional) ‘MasterPro’ company’s Customer Center to retrieve the SuperChief Pro with Herculon they’d mistakenly delivered to his home and replace it with the SuperDeluxo with Fabulon, the model he had, in fact, ordered.

Nearly three weeks after he’d ordered the product, things are more confused and further from resolution than ever.

Those of you who enjoy the ‘Scream’ movies or novels by Franz Kafka about characters caught in nightmarish bureaucracies in Eastern Europe in the 1920s, are going to love this. Customer Center = Corporate Communists? Now there’s a concept that deserves some dialogue.

Like Kafka, we have assigned algebraic values to the names of the MasterPro characters, who, as you’ll see, are neither masterful nor professional.) (more…)

The ‘SuperDeluxo’ Scene, Part One

Friday, August 29th, 2008

(STORY NOTES: My cousin, Rich, manages Conseco Fieldhouse in Indianapolis, one of the best designed and operated athletic facilities of any size that I have ever experienced. Conseco’s architecture combines the intimacy and nostalgia of the old Hoosiers-style high school gyms with the seating capacity, comforts and luxury accommodations expected of modern arenas. Likewise, the Conseco staff expresses both friendly, Hoosier-style hospitality, and the sophistication that is required to manage large and diverse crowds on a regular basis. Like all good designs, Conseco works from the big picture down to the tiniest details.

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When Rich wrote me this week to describe a recent unhappy ‘customer service scene’ in which he was a player, I knew to pay close attention. First of all, Rich is a very even-tempered guy. It takes a LOT to agitate him. Second, nearly every customer service experience pales in comparison to Conseco’s, so I knew that for him to write to me about this one experience in particular, it must have been extra bad, and that there’d be a lot to learn as a consequenc. In fact, there is so much to learn that it’s a two-parter. A mini-series of customer misery.

The names of the company, its staff and its products have been changed to protect these goofballs from themselves. Those of you who grit your teeth as a habit may want to go get the mouth guard or pop a couple of sticks of Wrigleys before reading.) (more…)