Zappos Employee Communication is Powered by Candor
Category: Blog - July 23, 2009
I've commented before on the communications style of Zappos CEO, Tony Hsieh and he continues to impress.
His email to employees about Zappos' sale to Amazon is, quite simply, amazing. And here's why:
- He asks upfront that people take the time to thoroughly read the email
- The entire email reads like he is persoznally talking to each employee
- The language is clean and simple throughout - he uses words that people use in everyday conversations
- There are consistent links back to the company's culture, team, community that are authentic, not forced
- Tough questions are addressed head on, early in the email
- The links to strategy are clearly defined and easy to understand
- Regulatory concepts are presented with explanations that aren't offensive if people already know the meaning
- The email included a video of Jeff Bezos, Amazon's CEO talking equally authentically to Zappos employees
- Tony shared it externally on this Twitter page and the Bezos video is posted at YouTube
CEOs and leaders hesitate to communicate more frankly, personally or publicly because of regulatory and legal constraints. Tony's email demonstrates there are effective ways to manage those constraints and communicate in an open, candid way with employees and beyond.
Clearly his style has struck a chord with communicators. As of this writing, more than 2,200 people have posted links to his email through their Twitter accounts.
When companies talk about being open and honest rarely do we get an opportunity to so publicly decide whether they're paying that off. In this case, it's easy to see that Zappos is.
What have I missed? How else is his email an example of communicating openly and honestly? Or do you disagree?
Kellie Due Weiland
Account Director
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