"They will be called oaks of righteousness, a planting of the Lord for the display of His splendour"-Isaiah 61:3

Category: Unit 6

Activity 3-Social Media Development Plan

I found the article by Kandampully et al. (2016) incredibly insightful and applicable to my work context. Though I work in Christian ministry at a university campus, not in the hospitality field, I learned many relevant lessons from the article. I will outline one of the applicable points discussed in the article and then give a brief outline of a development plan for my staff team moving forward.

Jaakkola & Alexander (2014); Mascarenhas, Kesavan, & Bernacchi (2004); Zhang et al. (2015) state:

“Technology provides new tools to engage with customers through online platforms, social media, and customer communities, such that they function better as brand ambassadors and co-creators of value.”

This statement is applicable in the context of university campus ministry, since lately our staff team is noticing a trend of less students connecting with us in person, at a table or coming out to events to get connected. We have found more students will “like” our Facebook or Instagram page or check us out online, before deciding to come to an event or even in preference of meeting face-to-face. We think this may be as a result of the trends of Generation Z, the new generation of youth (ages 13-18), who currently are or will be entering universities (Barna Group & Impact 360 Institute, 2018). Barna Group & Impact 360 Institute (2018), define Gen Z as “screenagers” as they grew up “saturated by digital technology” (pp. 15-16).

We have noticed that even something as small as directly messaging people on Facebook who “like” our page and inviting them to an event seems to make it more likely that they will come. Also we have realized that Gen Z students are quick to judge the online media platform, almost as a testing ground, to see if this is a community they want to be involved in (Barna Group & Impact 360 Institute, 2018).

Another key thing we have noticed is what Gligorijevic & Luck (2012) point out, “In the past, firms often viewed each customer as a single entity. But today, customers are gradually considered as “social customers” who are always into Word-of-Mouth activities on online and offline contexts.”

We find that the majority of students who join our community on campus are what would be classified by Gligorijevic & Luck (2012) as “social customers”, meaning they come out to our activities because of Word-of-Mouth from other students who either bring them or suggest they check us out. Also according to Gligorijevic & Luck (2012) it seems Word-of-Mouth extends past offline, but into the online activities as well. Today, the snapshots of activities you post online are a part of “being social” and help students consider whether we are a community they want to join. Therefore, when students and staff involved in our ministry post things on social media about what we are doing, it is a part of drawing “social customers” (Gligorijevic & Luck, 2012).

Ostrom et al. (2015) says “in this sense, technology grants service firms new means to fundamentally change the context in which they deliver services.” In addition Rust & Huang (2014) and Yadav & Pavlou (2014) state this results in companies being able to “establish and maintain more personalized customer relationships.” These statements, make it clear that technology actually has changed the context of how services are delivered (Ostrom et al., 2015). Though campus ministry is not a “service”, like a hospitality company, we are a “service” in the sense of helping students connect to community and learn more about Jesus. We recognize we cannot purely deliver that “service” through online, but we can give people a “taste” of what that “service” is like through the social media platform.

In conclusion, we see that social media today is a means to which can actually establish and maintain personal connections. Though we see this as a growing reality, as a ministry we desire to provide not just online superficial connection, but a deeper connection to God and to community. I recognize that deeper connection to God and community is our main goal and that social media and technology only go so far. However, social media for the current generation coming into universities, could be considered as an “entry-way” for students to connect deeper into faith and community.

With this all in mind a basic employee development plan, could be the following:

1. Cast Vision/Create Urgency 

  • Currently, most of my staff and student leaders, do not see social media as “vital” to connecting with people, it is more “optional.” I want to help my team embrace both, their personal “online presence” and our organization’s “online presence”, as important and also as a part of our team culture.
  • In order for our and connection with new people online to really improve, the staff and student leaders need to be “on board” with an understanding of the need for a better quality/frequent social media presence on various platforms (Facebook, Instagram, Snapchat etc.).
  • This would happen through staff and student leader meetings, where the need for engaging and connecting with people through the online platform and bringing them into our community, would be emphasized. In order to cast vision, you first need to create a sense of need and urgency.
  • Through staff and student leaders first gaining a vision and motivation to connect with students online, it will pave the way for a strategy for engaging students.

2. Consult, Learn & Develop a Strategy 

  • As a team, we would spend time consulting different resources, such as: articles, books, youtube videos, experts in social media/marketing, and learning from current students who are really engaged online for “best practices.”
  • After learning as a team, we would work towards implementing a clear strategy of connecting with students online and building a better “online community”, that really shows who we are.

3. Do a Trial Project and Evaluate

  • After developing a clear strategy and plan, we would launch a trial potentially in September 2019, when our biggest intake of students is.
  • We would need to appoint a leader in charge to motivate the team.
  • As a team, we would need to have a clear execution plan and a way to evaluating the strategy afterwards.
  • After our “busy season” (September to mid-October), we would do an online survey of new students who got involved with us specifically about “how they got connected” or were “exposed” to the ministry. This would help us to gauge how much of an impact the online platforms (Facebook, Instagram etc.) made a difference to getting students connected.
  • Based on the feedback, we would evaluate the effectiveness of the strategy by seeing how many people connected with us and/or evaluated our community first through the online platform.
  • After evaluating, we would take next steps to move in the direction the results indicated.

 

Header photo: pexels.com by Tracy Le Blanc shared under Pexels (BY) license.

References

Barna Group & Impact 360 Institute. (2018). Gen Z: The culture, beliefs and motivations shaping the next generation. U.S.A.: Barna Group & Impact 360 Institute.

Gligorijevic, B., & Luck, E. (2012). Engaging social customers– influencing new market strategies for social media information sources. In Contemporary research on e-business technology and strategy (pp. 25-40). Berlin Heidelberg: Springer.

Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behaviour in value Co-Creation a service system perspective. Journal of Service Research, 17 (3), 247-261.

Kandampully, J., Bilgihan, A., & Zhang, T. C. (2016). Developing a people-technology hybrids model to unleash innovation and creativity: The new hospitality frontier. Journal of Hospitality and Tourism Management, 29, 154-164.

Mascarenhas, O.A., Kesavan, R., & Bernachhi, M. (2004). Customer value-chain involvement for co-creating customer delight. Journal of Consumer Marketing, 21 (7), 486-496.

Ostrom, A.L., Parasuraman, A., Bowen, D. E., Patrício, L. , Voss, C.A., & Lemon, K. (2015). Service research priorities in rapidly changing context. Journal of Service Research 18 (2), 127-159.

Rust, R. T., & Huang, M.-H. (2014). The service revolution and the transformation of marketing science. Marketing Science, 33 (2), 206-221.

Yadav, M. S., & Pavlou, P.A. (2014). Marketing in computer-mediated environments: Research synthesis and new directions. Journal of Marketing, 78 (1), 20-40.

Zhang, T., Kandampully, J., & Bilgihan, A. (2015). Motivations for customer engagement in online co-innovation communities (OCCs): A conceptual framework. Journal of Hospitality and Tourism Technology, 6(3),311-328.

Coaching Call with Ryan-Activity 2

This week I had the privilege of having a conversation with Ryan and learning about him personally and his role as a principal at a Christian school in Chilliwack.

Ryan became a principal fairly young in his career, about 10 years ago and he mentioned it took him some time to really feel “legitimate” as a leader and learn to own his “leadership hat.” Ryan really enjoyed being in the classroom and directly teaching, so when he was asked to be the principal he knew it would mean significantly less classroom time. However, he responded to the challenge and through the role has developed as a leader and the school has grown in size as well!

I asked Ryan the following three questions and summarized his responses below:

  1. When are you at your best? Describe a time when you performed really well, what were the circumstances during that time? 

Ryan has seen he is at his best when faced with challenges and needing to problem-solve. Though he admitted it is not always the most comfortable place to be in, he is thankful for the lessons he has learned and the growth he has experienced in those challenges.

One significant challenge Ryan faced two years ago, where he saw himself perform well, was when his school was undergoing a lot of drastic changes. They had moved to a new building and a staff member had to step away, which resulted in a vacant classroom with no one to fill it. He had no vice principal, so Ryan really had to learn to “own his position” and step up as a leader. At first Ryan could not see a way through, but then he pulled some key teachers together and problem solved. They put their heads together and with Ryan’s leadership came up with a brilliant solution for the circumstances! There were four aspects to the solution:

1) Ryan would increase his teaching time by 70%, along with some more limited principal duties.

2) They would hire some people for temporary positions to fill in the gaps.

3) They decided to merge their grade 6, 7, 8 and 9 classrooms into a cross-curricular/cross-grade program, that lasted 3 months.

4) Ryan, as he was more absent as a leader, due to having to teach so much more, made sure his communication was regular and clear. He communicated via email, through after school meetings, and impromptu meetings when necessary.

This experience caused Ryan to take a more daily and active leadership role. It was a difficult time, but it was a positive step. Ryan wisely stated that, “if we aren’t being challenged, we can settle into status quo.”

2. Where do you want to be in five years from now? Describe your idealize future as it were already happening. 

Ryan sees himself building a team of “lead teachers” at his school. He has discovered how much he loves working with and leading a team of leaders! He really wants to be able to work through teams. One thing he misses about not teaching students directly, since being a principal, is that he does not get to see their growth and development.

Ryan wants to start to see the teachers he oversees as “his students” and work towards developing their leadership. Ryan believes that he will be able to grow the school even more and have more impact, through building a team of “lead teachers.”

3. How can you get there? What are you ideas/action steps for realizing this preferred future?

Ryan had some solid ideas for steps he would take to get to his idealized future. One thing he mentioned was the reality of a huge lack of teachers at this time in B.C., so he recognized this could be a limiting factor for a time. He also recognized that in order for this future to happen, the school itself would have to grow in student and staff intake. Ryan thinks that as the school grows in size that positions of leadership will become a necessity.

In the meantime, he wants to strategically recognize some of his current staff who he sees leadership potential in and groom them. Also going forward he wants to hire people with this idea of “lead teachers” in mind. Lastly, Ryan wants to help by shifting the current culture and mindset of staff to being more of a “team mentality.”

Ryan also recognizes, that according to his Birkman, he struggles to delegate. Therefore, he knows in order for this all to happen, he need to learn to grow in delegation. Ryan knows that delegating is very important for working through teams and he wants to grow in learning to step back and trust the leaders he has set in place.

“Good Fruit vs. Bad Fruit”-Light from Many Lamps

“Good thoughts bear good fruit, bad thoughts bear bad fruit–and man is his own gardener” (Watson, 1951, p. 170).

I appreciated James Lane Allen’s excerpt found on pages 169-174. Allen drew a powerful comparison between the human mind and a garden; by using the metaphors of plants, seeds and soil and relating it to the mind and thoughts and how they produce actions (Watson, 1951, pp. 169-171).

Personally, I do not agree with Allen’s emphasis on “divinity within ourselves”, as I think we can know the “divine” and God can dwell within us, but not that we ourselves are divine (Watson, 1951, p. 171).

I do agree that thoughts are powerful and will affect our actions and the outcome of our lives (Watson, 1951, p. 171). Since thoughts produce actions, it is important for a leader to guard their minds and their thoughts. As Allen says, “a man is literally what he thinks, his character being the complete sum of his thoughts” (Watson, 1951, p. 170).

Overall, the leadership lesson I learned, is that an individual’s character and the thoughts that result will influence their personal achievements and impact as a leader, either positively or negatively (Watson, 1951, pp. 169-174).

Personally, in my own leadership there have been times when I have been very discouraged and the actions of my life and leadership have reflected that mindset.  I also have had times where my mindset has been based in fear, which has come out in anxiety and trying to control things and people. To be honest, I sometimes regret those times in my leadership when my mindset was not “right” and produced “bad fruit”, as it affected other staff members and students. I am thankful for God’s grace, the patience and understanding of others, and that I can learn and grow from those times.

Currently, I am in a season where I am experiencing joy in my work and have grown a stronger mindset in leadership. This has been a result of an intense season of personal  suffering and through it I powerfully experienced God with me. I have grown a stronger resolve and a better perspective on who I am and my place in the world. Though I am nowhere near perfect, I have seen a change in my character, because of the work of Jesus in my life; producing joy, hope, and steadfastness. Without Jesus, I know in my natural self I would still be feeling discouraged and hopeless, as it was such a difficult time.

As a leader, it is important to regularly reflect, assess and analyze “the fruit” of your leadership and the impact you are having on others. As Allen says, “Act is the blossom of thought, and joy and sufferings are its fruits”(Watson, 1951, p. 170). This makes me ask, “What of my actions are having an impact on others,  either positively or negatively, and what thoughts motivated those actions?” It is important to keep in mind, that sometimes leaders have to make hard decisions or voice difficult things, that first seem negative, but actually in the larger perspective are positive and produce growth.

A great way to evaluate your character, thoughts and resulting actions as a leader is to consistently ask for honest feedback from the people you work with or lead. Also the most telling relationships to your character are those you are closest with, a partner, spouse, parents, siblings, friends or even a boss or co-worker you are close with. Ask them where they think you could grow in your character? You could even ask them what you are like to live with or work with?

A verse in the Bible, that reminds me this lesson is Jeremiah 17:7-8 (NIV),

“Blessed is the one who trusts in the Lord, whose confidence is in him. They will be like a tree planted by the water that sends out its roots by the stream. It does not fear when heat comes; its leaves are always green. It has no worries in a year of drought and never fails to bear fruit.”

Questions to reflect on:

  1. Take an honest look at your personal life and leadership, what kind of fruit are you bearing? Ask others for feedback.
  2. How do your actions portray the nature of your character and thoughts? 
  3. Do you want to change, yes or no? If yes, what do you need to do to change? If no, what are the consequences of that decision?

Monica

 

Header photo: pexels.com by Kaboompics.com shared under Pexels (BY) license.

References

Watson, L.E. (1951). Light from Many Lamps. New York: Simon and Schuster.

Unit 6-Learning Activity 1

According to the Unit 6 Notes (2018), “Andragogy is the art and science of helping adults learn.” The concept of adult education is not something I have thought about extensively, though my ministry role does involve it, as I work with university students or “emerging adults.” This concept relates most to me in the context of working with my staff team and interns, as well as in my own experience of being an adult learner. Below are both experiences of working with adult learners and also personal experiences of growing as an adult learner:

1. “As a person matures, his or her self-concept moves from that of a dependent personality toward one of a self-directing human being” (Unit 6 Notes, 2018).

This has been evident in own personal development, especially in my role as a campus minister. When I first started ministry, I was definitely a “dependent personality”, although I tried to maintain an appearance of “independence.” My maturity was not where it is now. This was partially due to lower self-esteem, which led me to searching for affirmation from others.

Five and a half years later, though I still appreciate affirmation in my role, I have grown in self-confidence and do not need affirmation to know who I am or what I am good at. I have become more self-directed and self-led, through time, guidance and maturity.

2. “Adults accumulate a growing reservoir of experience, which is as rich resource for learning” (Unit 6 Notes, 2018).

It has been apparent to me personally and in the lives of others, that experience gives you a lot more “resources” to pull from. Much of my role is hearing about people’s lives and helping them learn to depend on and trust God in different situations. I have found with more time and experience, that listening and guiding people comes more naturally; as I have more personal experiences to relate to them on and draw from. I have found the teaching, sharing and guidance I offer people has become a lot “richer” and has more authority to it, rather than giving shallow advice with little experience.

3. “The readiness of an adult to learn is closely related to the developmental tasks of his or her social role” (Unit 6 Notes, 2018).

I was not entirely sure how to interpret this statement, but from what I understand this means there is a connection between developing in a job role and the individual’s capacity to learn. Basically, how you train and develop your staff, will impact their capacity to learn and continue learning in the role.

I observe this in how I have worked with newer staff and interns on my team. It is important to start with higher structure and delegating smaller, but developmental tasks with expectations, that stretch them a little beyond where they are at. Also it is important to make time to give good feedback after a job is done.

It is important to continue this process to build confidence and a willingness to learn and grow by trying “new” things or tasks they have not done before. Over time newer staff will mature and do not need as much structure. Then they can be delegated more unfamiliar or complicated tasks, that require learning and they can be trusted to see them through.

4. “There is a change in time perspective as people mature–from future application of knowledge to immediacy of application. Thus, an adult is more problem than subject centred in learning (Unit 6 Notes, 2018). 

How I interpret this statement, is as people mature in adulthood, they apply lessons they learn easier and more efficiently to their life. When you are a kid or teenager, you are not yet fully responsible for yourself and your own actions, so often really learning application of things is less urgent.

However, when you are an adult, there is less to fall back on and an expectation to figure things out. People generally learn if you do not apply knowledge immediately, it can affect you a lot more readily. As a result, for adults problems become more central, as tangible and applicable solutions become a necessity.

5. “Adults are mostly driven by internal motivation, rather than external motivators” (Unit 6 Notes, 2018).

Personally, I see this statement to be very evident in my own life. When I was in high school, a lot of my motivation came from social or academic pressure, which do have some internal motivators, but are mostly triggered by external motivation.

Now, as I have matured, I noticed that external motivators from my organization or other pressures, do not motivate. The pressure to keep up with demands is less fear-inducing and I notice my staff and myself, prefer to work from a place of internal motivation, rather out of “duty”, “fear” or “incentives.” They look for a clear “why”, not just “because we have to.” Honestly, the best staff on my team and those who are the most encouraging to work with, are those who are the most internally motivated.

6. “Adults need to know the reason for learning something” (Merriam & Bierma, 2014, p. 47). 

I stated this above briefly, under point 5, but my staff and myself, we ask a lot of “why” questions, especially when it comes to things our greater organization is telling us to do or learn. Just “jumping through hoops and “ticking boxes” is frustrating for adults.

I have found as a ministry team leader it is very important to consistently cast a compelling vision and remind my staff team of the “why” of what we are doing, so there is good motivation and as a result better learning happens.

 

References

Merriam, S.B., & Bierema, L.L. (2014). Adult learning: Linking theory and practice. San Francisco: Jossey-Bass.

Unit 6 Notes. (2018). Retrieved Oct 29th, 2018 from https://create.twu.ca/ldrs500/unit-6/unit-6-notes/

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