a blog post about it. The only reason I wrote a blog post about our experience was because when I tried to find someone to give our positive feedback to, the best I could do was an email address for the public relations department. I called the ombudsman's office and got a voicemail message that clearly suggested the only folks calling the ombudsman are ones who have complaints. As a last resort, I figured I would email the hospital CEO to let him or her (??) know what a super job his or her team is doing, but after searching high and low, I could not find a name or email address anywhere on their website. Which I found odd.
Why wouldn't the head honcho of any organization want to put his or her hand up and say "heck yeah, the buck stops with me - I'm the leader"? I know that not every company is facebook and not every CEO is Mark Zuckerberg, but it isn't a lot to ask for the names and contact information of the executive team of any company to be made publicly available in an easily accessible forum (like their website). I don't say this to pick on the hospital - not by a long shot. I say this because it is not a unique experience.
ErinoakKids is in the same boat. I've done the leg work and tried to speak to the person who runs the place, but only got as far as her executive assistant (a lovely woman). The lack of transparency is very old fashioned and not with the times at all. In a world where I can order pizza through my iPad, I expect to be able to at the very least, find the name of the leader of an organization within one click off their company homepage.
Providing your clients, patients, or users with access to information about the people who run your company is a good thing. Accessibility to decision makers gives credibility to your organization. Transparency on how you are structured, do business and who works for you is not going to give away the Caramilk secret and be the death of your business - it will do the opposite.
Social media is rewriting the rulebook on how companies behave. Those who continue with the game of hide and seek will be forced to get with the program or even worse, be deemed untrustworthy and left behind. For all you know, someone out there is trying to pay you a complement or tell you how much they like your product! Wouldn't it be nice to find out directly instead of through a google alert, or twitter?