Author of "This Is Rage" and "Endless Encores"

Posts made in February, 2014

Public Service Made Customer Service

By on Feb 26, 2014 in Blog | 0 comments

Earlier this year on The Daily Show, Jon Stewart asked Nancy Pelosi a rather awkward question: In effect, can our government still do big things? She never really answered the question, which was also kind of awkward. I don’t think she saw it coming. He was really probing into the nature of government competence and our ability to trust elected, appointed, and civil service employees to be great at their jobs and exceed our expectations. It was not meant to be a partisan question, but somehow that’s where it went, which sort of ducked the broader concern, which sort of reinforced his critique. Like I said, it was awkward, and it got me thinking, why should the output of government services–or public service–not be subject to the same expectations of for-profit customer service? I have been chewing on this for weeks, and I can’t come up with a decent response. I serve in a volunteer role in local government, so I guess that makes me part of the problem, but it also drives me to be part of the solution. The obvious retort will be that absent the free market and competition, any single point option will more than likely descend into mediocrity as a result of monopoly and entrenchment. I don’t think it’s that simple, because for-profit and non-profit enterprises are both constantly under attack by creative destruction, which when ignored is an equally powerful remedy to mediocrity. Improved methods will obviate the obsolete; it is only a matter of time and catalyst. This past month I experienced a pleasantly opposite case, where public service did exceed my expectations–with expedience, practicality, and cordial handling. I applied for Global Entry, the Trusted Traveler Network administered by the U.S. Customs and Border Protection Agency. I went to their website, filled out the form in less than half an hour, was promptly notified online of conditional approval, and asked to sign up for an in-person interview at LAX. I quickly discovered there was a three-month wait for an interview, but the site suggested I check back frequently online for a cancellation. I got one within 48 hours for an appointment the same month, went to the interview, was promptly welcomed upon arrival...

Read More

A Very Good Year for Good Men

By on Feb 18, 2014 in Blog | 0 comments

I started writing for The Good Men Project in its second year of life, offering to share some of my thoughts on business, creative leadership, and management also published on my own blog. In its third year I joined the board of directors and became a strategic advisor to the CEO. As we embark now on its fourth year, I continue onward, helping to accelerate our growth, invigorated by what our CEO and team have accomplished in driving, “The Conversation No One Else is Having.” What is this Good Man Project? It’s an editorial content destination you’ll find on the web and through mobile, riding the wave of digital publishing through curated editorial viewpoints on topics ranging from love and parenting to ethics and sports. Founded by entrepreneur Tom Matlack, our vision is never to tell anyone what we think a good man might be, but to share the considered points of view of thousands of vetted contributors on the uneasy questions surrounding the issues of being a man in the 21st century. Why Good Man and not Good Person? We observe that there are any number of sites dealing with the broader issues faced by both genders, but almost none taking a serious approach to some of the deeper issues faced by men. Curiously, we have found our audience to be half men and half women, with our contributors mirroring that dichotomy. Perhaps more interestingly, we find no bias as to whether a topic is covered by a man or a woman, and in the often hundreds of comments that follow our stories, we observe men and women talking with each other about subjects you seldom observe strangers discussing and debating without invective or attack. It’s a wild line we walk, and we love it. How are we doing after three years on the playing field? Here are a few metrics that make us especially proud: We have surpassed 150 million cumulative page views. We have published over 22,000 articles. We have ranked as high as #243 in Quantcast. We average about 3 million page views per week, with more than half our stories getting over 5000 views and our best stories over 100,000 views. And of course we...

Read More