“Using the metaphor of micro-blogging when relating to others in organizations provides opportunities to be aware and intentional of thoughts and behaviors within smaller time segments. This opens a new space to approach change and development.”

Metaphorically Speaking

Micro-blogging as a Way to Reframe Workplace Interaction

By Bauback Yeganeh Metaphor is the chief vehicle through new possibilities for thinking and acting, and Darren Good which we advance our understanding along with suggestions for how to practice of social life. this ability. (Gergen, 1990, p. 267) The Use of Metaphor Introduction People use metaphors to relate to and Metaphors have been used in organiza- understand the environment (Gergen, tional theory in a range of ways. One way 1990; Marshak, 1996; Morgan, 1980). is to understand familiar experiences Metaphors emerge when people transfer through unfamiliar lenses. Doing so opens one area of knowledge onto another (Box- new possibilities and choices. Shifts in enbaum & Roulue, 2011). This is essential social experiences are often accompanied to human learning and development as by opportunities to engage new meta- “perception and knowing are linked in phors. One such shift is the use of micro- an interpretive process that is metaphori- blogs (such as tweets on Twitter or status cally structured” (Smirich, 1983, p. 340). updates on Facebook) within the realm of In essence, the mind uses metaphors to online social networking to relate to one bridge understandings of experience. another. Micro-blogs limit us to interact With new metaphors new lenses are in smaller slices of time and with com- applied to situations, bringing forth new pressed amounts of information. Using knowledge. Metaphors are said to “make the metaphor of micro-blogging when the familiar strange” (Bethanis, 1995, p. relating to others in organizations provides 191) by dissolving the influence of currently opportunities to be aware and intentional held mental models. When this happens, of thoughts and behaviors within smaller metaphors have a generative impact (Cor- time segments. This opens a new space nelissen & Kafouros, 2008; Senge, 1990) to approach change and development. It allowing individuals new vantage points enables individuals to mindfully focus on from which to conceive possible behaviors. small, time-limited thoughts, feelings, Psychologists have long used advance- and behaviors referred to in this article as ments in technology as metaphors to micro-actions. The purpose of this article is explain human experience; e.g., photog- to use micro-blogs, as a way to understand raphy, automobiles, switchboards, and and take advantage of these small-scale computers (Gentner & Grudin 1985). choices during interactions at work1. A gen- As technological advancements become erative metaphor is presented that frames embedded in our current culture they impact “ways in which we intently listen to, look at, or concentrate on anything” (Crary, 1. While this metaphor is not limited to organiza- tions, for the purposes of this article it is being 1999, p.1). One reason this happens is that discussed in the organizational context interactions with new technology establish

12 OD PRACTITIONER Vol. 43 No. 3 2011 new patterns of experience, which can of behavioral options, and intentionality of culture, organizational history, and so create awareness of new aspects of interac- choice?” Micro-blogging as a metaphor for on. In fact, the context of micro-actions is tion beyond the interface with the technol- micro-actions may provide one answer. often defined by the observer based on the ogy itself (Crawford, 2009). Therefore, broader narrative of the actor and environ- technological advancement offers fruitful The New Metaphor: ment as it unfolds. ground for the emergence of new meta- Micro-blogging to Micro-actions Micro-actions provide an anchor in phors, which can be useful in expanding smaller bits of space/time. While space/ the bounds of human potential. Micro- “Technologies can open, close, and oth- time limitations come with restriction in blogging is one such advancement. erwise shape social choices, although not both micro-blogging and micro-actions, always in the ways expected on the basis focusing on the choices in smaller space/ Micro-blogging of rationally extrapolating from the per- time frames, enables a plethora of opportu- ceived properties of technology’’ (Dutton, nities for interaction. Often, something as Micro-blogging has become a global 1996, p. 9). small as a micro-action, may be falsely seen phenomenon impacting the scale and The metaphor being presented here as having limited impact. For example, con- constancy of how people interact with one another. Micro-blogs (such as Twitter, Jaiku, Like any form of interaction, people range in degree of inten­ Plurk, Tumblr) are becoming an estab- lished category within the general group tionality. The Buddhist concept of co-emergence can be used as of social media (Kaplan & Haenlin, 2011). a framework for analyzing micro-blogging. From a standpoint As of 2009, 55.6 million adults in the US reported visiting micro-blog based online of co-emergence, phenomena are neither positive nor negative, social networks at least monthly (Ander- rather they become helpful or harmful, encouraging wisdom or son, et. al., 2009). PC Magazine defines micro-blog as “A blog that contains brief confusion, based on how the mind attends to them entries about the daily activities of an indi- vidual or company. Created to keep friends, is the experience of micro-blogging as a sider how often facial expression is taken colleagues, and customers up-to-date, new way to frame micro-actions when for granted. The face is so central to our small images may be included as well as interacting at work. In order to develop this socio-cognitive and emotional processes brief audio and video clips.”2 Most people metaphor, one must extrapolate particular that individuals actually seem to mirror reading this article are familiar with some properties of micro-blog experiences that others’ moods by simply looking at their form of micro-blog, whether through status resonate with work interaction experiences. facial expressions (Zajonc, 1980; Goleman, updates, commenting on photo posts, shar- Primary among these is brevity of time/ 2006). There are obviously many examples ing a viral video on a social network site, or space, which equates to limited informa- of how micro-actions create cascades of something related. Micro-blogging changes tion. Micro-actions then can be thought larger impact. how humans are able to interact and con- of as small acts delivered in thin slices of The micro-blog experience is built nect with each other and shifts the way they time, perhaps no more than 5 seconds and around a limitation of space/time and yet socially present themselves. often shorter. Here the term “small” refers has opened a whole new way of interact- In the age of the social web, many to limited information, as a micro-blog ing. Similarly, focusing on micro-actions, people broadcast themselves to the world, is limited in character space. The term also bounded by space and time, will open but not everyone does it in the same way. “thin slices of time” refers to brevity of a whole new way of interacting. By observ- Like any form of interaction, people range space within which the act is taking place.3 ing interactions in very short slices of in degree of intentionality. The Buddhist Because they are smaller in size, micro- time, one increases opportunities for fresh concept of co-emergence can be used as a actions express minimal context in and of interventions. For example, quantitatively, framework for analyzing micro-blogging. themselves. For example, asking a ques- there are 12, 5-second options for mindful From a standpoint of co-emergence, phe- tion after a comment to gauge somebody’s action in a minute. Considering routine nomena are neither positive nor negative, interest is a neutral micro-action. The meetings that can go past an hour in which rather they become helpful or harmful, observer, however, embeds that micro- no new behaviors are engaged, this can be encouraging wisdom or confusion, based action in a context of personality, work quite profound. on how the mind attends to them (Nich- style, relationship, work project, team, tern, 2011). The question that guides our Ambient Awareness work (Good, Yeganeh, & Yeganeh, 2010) is: 3. This is not to be confused with “thin slice” “how can people increase awareness, range Social scientists have defined a new form research that suggests that individuals judge others and situations based on very limited data (Gott- of peripheral social awareness based on 2. http://www.pcmag.com man, 1979; Gladwell, 2005). micro-blogging technology called ambient

Metaphorically Speaking: Micro-blogging as a Way to Reframe Workplace Interaction 13 awareness. It is the result of taking in short obvious because they are made automati- Micro-actions can be thought of as bits of information that people choose to cally. At work they may include whether or small, time-limited behaviors. They can transmit, creating a collective picture of not you went out of your way to speak with include expressions of thoughts and feel- that person in the mind of the observer. someone, a smile towards a colleague, or ings. Micro-actions often happen during Ambient awareness is “very much like whether or not you asked an extra question face-to-face interaction so they tend to con- being physically near someone and picking in a meeting to invite responses. Each of sist of verbal and non-verbal communica- up on [their] mood through the little things these choices can be thought of as micro- tion. For example non-verbal micro-actions [they do, such as] body language, sighs, actions. Despite the simplicity of micro- include facial expression, eye contact, hand [and] stray comments...”(Thomas, 2008). actions, individuals continue to struggle gestures, and posture. Verbal micro-actions The micro-blog to micro-action metaphor with the unintentional routinization of include voice intonation, volume, words invites people to assess how intentional unwanted behaviors. Clearly, changing chosen, and how many words spoken they are being in the micro-actions they behavior is far different than understand- between breaths. To what/whom we attend display to others at work. This awareness ing ways that behavior can be changed. in these ways is also important to consider. and a specific practice around managing micro-actions, which is discussed later, Individuals in organizations have been trained to emphasize enables more mindful approaches to context in pursuit of competency development. Yet an over­ facilitating others’ ambient awareness. Just as people generate impressions of others emphasis on context may inadvertently restrict awareness for online through small bits of information small interventions in our daily interactions. Learning to better via micro-blogs, one way that impressions are generated during work interactions is recognize and seize opportunities to engage desired micro- through observation of small bits of infor- actions instead of acting on auto-pilot frees individuals to mation via repeated micro-actions. In the social cognition literature Susan Fiske and practice change at any moment in time, without having to wait colleagues (1987) assert that people merge for a specific scenario that has been rehearsed. multiple concrete experiences of a person into a coalesced judgment. The judgment Individuals in organizations have been It takes a great deal of intention, aware- is then recalled rather than the actual trained to emphasize context in pursuit of ness, and effort to change any of these. memory from a specific event (Riskey, competency development. Yet an over­ Some techniques to support putting micro- 1979). Further, it is recalled by first search- emphasis on context may inadvertently actions into practice are offered below. ing for a trait by which to summarize the restrict awareness for small interventions individual (Wyer & Srull, 1989). in our daily interactions. Learning to bet- Putting it into practice Small gestures and interactions, natu- ter recognize and seize opportunities to rally preceded by internal processes, can engage desired micro-actions instead of What if people were intentional about the then be thought of as intentional tweets or acting on auto-pilot frees individuals to micro-actions they displayed, as if they updates that shape perceptions. Ambient practice change at any moment in time, were writing a micro-blog with their behav- awareness happens at work, based on our without having to wait for a specific sce- ioral choices instead of a few sentences interactions with others. The accumula- nario that has been rehearsed. online? Thinking about and extending tion of micro-blogs creates an ambient The metaphor of micro-blogging can micro-action repertoires is a powerful way awareness of a person online, just as the help enhance awareness and intentionality of actively and mindfully developing the accumulation of micro-actions creates an when interacting with other people at work. self. Additionally it provides an actionable ambient awareness of a person at work. Thinking of behavioral choices in terms of framework for practicing mindfulness, micro-actions helps to focus on a detailed linking mindfulness and action in the Micro-actions and Self Development unit of analysis that can be analyzed, workplace. Such links between mindful- tracked, reflected upon, and changed as ness and action are often neglected, as Five seconds matters. At first glance it desired (Good, Yeganeh, & Yeganeh, 2010). present centered awareness is seen as a seems like a small amount of time, cer- It helps individuals think of a detailed and substitute for engaging new behaviors tainly when alone. However upon mind- specific way to contribute during social (Good & Yeganeh, 2006; Yeganeh & fully observing how much happens in work interactions. Micro-actions, like any behav- Kolb, 2009). interactions by counting 5-second intervals, ior can be done mindfully or mindlessly. As micro-blogging has emerged as a the data can seem endless. Think about By understanding interactions in terms of standard technology, so too have analyses all of the little choices during interactions smaller slices of time, choices can be made of “best” practices. There are multiple you make in a day. Now reflect on all the that may collectively have a broad impact guides to becoming a better Twitter user, small choice points that are not necessarily on others and ourselves. including “5 Ways to Use Twitter for Good”

14 OD PRACTITIONER Vol. 43 No. 3 2011 Table 1: Steps for Practicing Micro-Actions

1. Observe Scan slowly to orient toward interaction in thin slices and “20 Twitter Tips to Make You a Bet- 2. Scenarios List recurrent interactions you are curious to explore/impact ter Twitter User” (Brogan 2007; Morgan 2008). These aid in the development 3. Routinization List micro-action routines used in these interactions of communication norms, as do more 4. Replace List micro-actions that may be impactful in these interactions heated debates about “good” versus “bad” twittering. 5. Determine Narrow down the list to 1 or 2 micro-actions The metaphor presented in this article 6. Practice Deliver micro-action when deemed appropriate extends the experience of online micro- blogs to the micro-actions available during work interactions. Upon research and concrete stimuli, rather than quickly notic- to speak or withhold your voice? Did reflection, the micro-blogging metaphor ing them and moving on. Really observe. you smile when you spoke? Did you provides powerful implications for devel- You may begin to observe the objects raise your voice? Did you speak with oping the self and enhancing interactions around you that you were currently neglect- confidence or shyness? Keep in mind on a micro-level scale. If much of our ing. With the next person you interact that a micro-action routine normally social lives consist of accumulated micro- with, scan him/her slowly to pick up on involves multiple micro-actions at play. actions, and micro-actions are used to smaller slices of time. Really observe the For example, someone may speak with make sense of one another, then there may person’s face, voice, gestures, and subtle a particular person, in a particular way, be some best practice guidelines for them cues being presented. Now, think about the about a particular topic, with multiple as well. The next section outlines some micro-actions you are displaying. What is gestures displayed. Listing all the practices that leverage the metaphor of the smallest level of action you can provide micro-actions is important. micro-blogging. to support this interaction? To heighten 4. Brainstorm a list of replacement micro- awareness of thinner slices of time/space actions. Without narrowing down too Ambient Awareness and Slow Scanning that micro-actions can be practiced in, slow rigidly, brainstorm alternative micro- down and slow scan. actions that may helpfully modify the The understanding that people form an micro-actions previously demonstrated. ambient awareness of others based on Practicing New Micro-actions Keep in mind a limit of 5 seconds small bits of information sheds some light to qualify as a micro-action. List the on how to self-monitor micro-actions. The following section outlines a process to micro-actions, for example “I could Self-monitoring, which refers to the degree support the practice and implementation of have spoken more loudly, about x topic, to which individuals tend to be motivated micro-actions at work (Table 1). while softening my facial expression, toward and capable of actively control- 1. Observe yourself in thinner slices of and followed with an open ended ling and shaping their public images and time during interactions. This is a new question.” behavioral expressions (Snyder, 1974), is a practice, so it is suggested that one first 5. Determine 1 or 2 new micro-actions you prerequisite to improving self-management begin to orient him or herself to slow would like to intentionally engage. Nar- of any behaviors. So how does one go about scanning and noticing the opportuni- row down and select the micro-actions self-monitoring micro-actions when they ties for detailed micro-actions that hap- that you would like to engage in similar happen so quickly and on such a small pen in smaller slices of time/space. future interactions. Table 2 presents and fast scale? One answer is to anchor 2. Identifying scenarios is a useful first step reflective questions to narrow down and observations to the smaller segments to focusing on any kind of behavioral select from the new micro-actions you of time/space that we are attempting to change. Keeping in mind that micro- generated in step 4. impact. This can be done by implement- actions happen in small slices of time/ Upon integrating the new micro- ing a mindful practice of slow-scanning. space and with limited information actions into your routine, you can By intentionally giving more time to each transmitted, one must think of the use this process to then introduce concrete stimulus as opposed to limited smaller slices of time within interac- more new micro-actions in specific time (fast scanning), one more mindfully tions where change is desired. In addi- situations. observes concrete experiences that are tion to interactions in which you want 6. Put it into practice. Visualize how you often neglected. Such a practice increases change, also consider your work rou- would like to display micro-actions in a awareness and options for choosing tines and the individuals you pass by or given scenario. Practice in the scenario micro-actions. share space with in limited frames of and reflect afterwards on whether or Take a few seconds to practice slow time. not you succeeded. Tracking specific scanning right now. Move your eyes more 3. Reflect on your micro-action routine. new micro-actions provides a rigor- slowly on the page than you normally do. What were the various micro-action ous way to practice this small-scale Let the words read more slowly. Lengthen choice points made in the interaction approach to change. Additionally, the amount of attention you give to you have identified? Did you choose practicing intentional micro-actions

Metaphorically Speaking: Micro-blogging as a Way to Reframe Workplace Interaction 15 Table 2: Questions to Support Micro-action Selection

»» If I were completely intentional about the interaction, what micro-actions would I throughout the day strengthens the use? ability to practice them during specific »» How would I like to be breathing during the interaction? Deeply? Normally? How will scenarios. I make sure to be breathing intentionally?

Implications for Large System Change »» How can I discover the most important aspects of an interaction for myself and the other person, and tend to them? The butterfly effect in chaos theory sug- »» What kind of status update are you intentionally giving? A comment? A judgment? gests that small variations on initial condi- An observation? A question? An action? A gesture? An emotion? tions in a nonlinear system can produce »» How would I like to physically appear? large variations in the system behavior at a later state (Lorenz, 1972). Focusing on »» To what degree are we thinking together in new ways vs. limiting our conversation to past norms? the micro-actions that will contribute to an organization’s desired culture is a powerful »» How can I make the other person feel comfortable? Safe? Challenged? technique for creating collective mindful- »» What would you like to pay more attention to during interactions? ness. In terms of culture change, large multi-stakeholder efforts to determine »» How can I use physical distance/closeness to impact the interaction? micro-actions that can improve organi- »» Which micro-actions will be creative vs. reactive? zational reality may be a powerful way to »» What vocal tone and volume would I like to use? leverage the butterfly effect. This is because micro-actions accumulate toward collective »» What do I want my emotional presence to be? norms, behaviors, and culture. »» How can my micro-actions contribute to the culture I would like to see more of in the organization? Limitations »» Which micro-actions will reflect who I would like to be in the organization? The essence of metaphor is exaggera- »» How many questions vs. statements would I like to make? tion. Metaphors focus entirely on selected »» Which topics are most important to prioritize in the short amount of time we have to aspects of phenomena while disregarding interact? the rest. In this way they tend to distort reality (Tsoukas, 1993). Comparisons are leveraged while differences are set aside. micro-actions present limitations of depth interaction, all is not lost. Another opportu- There are clearly some differences between in behaviors that can be displayed. Despite nity is just 5-seconds away. micro-blogs and micro-actions. The first these limitations, using the metaphor of is an online platform vs. work interactions micro-actions can provide a novel tool in real time. While the norm for micro- for change. References blogging is to interact quickly in small bits of space/time, online platforms enable Summary Anderson, J., Reitsma, R., & Liackman, B. users to retroactively edit and/or delete (2009). Consumer behavior online: A entries and range in level of engagement, This article presents a new metaphor for 2009 Deep Dive. Forrester Research. often with minimal consequences. This individual development in organizations. Bethanis, S.J. (1995). Language as action: differs from interactions at work where The shifts in social experience toward Linking metaphors with organizational behaviors cannot be edited once they are micro-blogs help to understand new ways transformation. In S. Chawla, & J. acted out, and disengaging from others for of interacting at work. Specifically the con- Renesch (Eds.), Learning organizations: long periods of time comes with potential cept of micro-actions, or small, time-lim- Developing cultures for tomorrow’s severe effects. Additionally, one acts out ited thoughts, feelings and behaviors were workplace (pp.184-195). Portland, OR: many more micro-actions at work than discussed. By increasing awareness and Productivity Press. micro-blogs online. There is also more intentionality of micro-actions, individuals Boxenbaum, E., & Rouleau, L. (2011). time to choose micro-blogs than micro- are presented with continual opportuni- New knowledge products as bricolage: actions. Another potential limitation is ties to mindfully move to action. This is a Metaphors and scripts in organizational that focusing on small-scale behaviors can new area of exploration for organization theory. The Academy of Management lead to neglect of overarching themes hap- members, which means there is plenty of Review, 36(2), 272-296. pening in longer stretches of time. Thus room to experiment with the metaphor. On Boyd, D. M., & Ellison, N. B. (2007). Social integrating this approach within a systemic a final note, there is an element of hope network sites: Definition, history, developmental framework is suggested. that accompanies smaller slices of interac- and scholarship. Journal of Computer- Finally, given the brevity of 5 seconds, tion. Even if things are not going well in an Mediated­ Communication, 13, article 11.

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