It is the way of the world, at least in knowledge positions within today’s economy.

There is another side, of course. Some people are completely convincing without the knowledge or experience to support what they advocate. Their self-confidence radiates within a room and casts a spell. People agree with this kind of person implicitly and are willing to follow him or her. Later, it may be clear that their confidence was misplaced. Then, a sense of betrayal replaces the false confidence. Convincing, yes, but (in the long term) they are not credible.

Competitive intelligence professionals routinely deal with knowledge. There are facts about the competitive environment, advanced data collection tools, powerful analytical models and insightful interviewing approaches. Awash with information, a competitive intelligence project usually ends with some type of report or presentation. Then, the facts, interpretations and recommendations are displayed for a sometimes-skeptical senior management audience. Attitudes of “convince me” and “prove it” often challenge the competitive intelligence professional’s performance and credibility. The obvious temptation is to emphasize expertise and exclude doubts, right? After all, is not humility a sign of weakness?

Unsurprisingly, there should be a balance between honest humility and expressed expertise. This balance is not contrived. Rather, it reflects what is true for most people. That is, the more that we know, the more we realize that we do not know. Put another way, whatever we know today, it will not be enough for tomorrow. Hence, we need a way to live with ourselves while delivering valuable services to others. We need to be able to explain what we do not know with as much credibility as we covey our certainties. (See my article on “The Right Answer to the Trap Question” for one approach.)

How do we do that? Here are seven guidelines that I use to balance my expertise and my humility.

1. Know a Lot – This may seem like an odd way to start the guidelines but there is no way to dance around the simple fact that you must know a lot about your business, customers and competitive intelligence. Knowledge is essential for long-term survival and you should set specific objectives for acquiring it over time. Complacent ignorance will not work.
2. Learning Disposition –For the many things that you do not yet know, you should demonstrate a ready willingness to learn. Insecure people are embarrassed when others point out their ignorance. Instead of blushing, practice sincerely thanking people that identify gaps in your knowledge. Follow the thanks with a request for them to help you learn about what is missing and then commit to integrate the new information as soon as is possible.
3. Discover Boundaries – This might sound a little defensive and it is surely a sensitive task to execute. Simply, find out what others do not know. Gently compare their knowledge gaps with your own. Offer to help them gain important knowledge with the implicit thought that they can return the favor. In short, build a relationship that focuses on moving forward together.
4. Assess Confidence – I have heard it said that we are only certain about the past. That is not true. You need only read competing histories of some major personality or event to understand that even reputable historians cannot agree on one account. Even more, the future is unclear. Therefore, practice succinct assumption summaries for each communication. Then, give a confidence assessment for each major analysis and recommendation. These steps will relieve you from mistakenly asserting certainty and involve others in richer discussions of meaning and trustworthiness.
5. Convey Proactively – I know from watching courtroom dramas that the smart lawyer anticipates the toughest questions for his or her client and intentionally asks them first. That approach blunts the dramatic confrontation and shifts attention to the rest of the story. In competitive intelligence, why not feature first what we might fear most. That is, convey proactively the weaknesses of the analysis or recommendations. This only works when there is a concomitant plan to remedy the weaknesses.
6. Live for the Long Term – It is easier to think of a question that has no current answer than to have answers for every possible query. Thus, everyone will experience the moment when a good question is asked but no good answer is known. Take a long-term view and do not dwell on the incident. If you are adhering to the other guidelines, you either have or will build the personal credibility that makes survival possible. Understand that sustained performance usually trumps an awkward moment.
7. Accept Limitations – Finally, feeling peace in your role means that you accept that satisfying all customers is unlikely. Most people and organizations have finite resources and bandwidth. One customer’s priorities may be mysterious or unwise to other equally high-ranking people. When appropriate, appeal to common values of the organization and express interest in working with others later. Be sure to keep open communication because today’s critic may be tomorrow’s funding customer.

Humility and expertise are not opposites. Both exist in a competent competitive intelligence professional. When demonstrated appropriately, they signal an authenticity to customers that they trust and value. On the other hand, overemphasizing one to the detriment of the other actually signals weakness.

Keep them in balance and prosper.

Slab foundations are solid blocks of poured concrete on top of which the structure is erected. There are several important characteristics that a slab foundation must have in order to support the house that is being built.

• It must be shaped correctly for the house. It is costly and difficult to alter the basic shape after it hardens.

• Although it looks like a solid mass of concrete, it actually conceals a great deal of infrastructure including electrical conduits, plumbing and cables (which provide strength).

• Everything attached to or embedded in the foundation must be in the right place (again, it is hard to change things fixed in concrete). For example, the plumbing for sewage should emerge where the bathrooms are planned to be.
• Finally, after doing all of the necessary things, it is important to preserve your flexibility for all of the remaining elements of the home. For instance, the placement of the second story wall for the guest bedroom is not to be tied to something in the design of the foundation.

The foundation serves its purpose even though it is not a visible feature of the home. The structure above obscures what is beneath it and many people give little thought to what they don’t see. However, you absolutely must pay attention to your CI foundation. And the quiet time after your first management presentation is a good time to establish what will support all that you do later.

Skip the foundational work, however, and the compliments will quickly be replaced with sympathies for the expensive rework that will be required. After the sympathy, you will start to hear the whispered questions about how could someone forget the foundation?! This can cause damage to your prestige and credibility. It’s embarrassing, expensive and (this is the good news) avoidable.

So where are we in our journey to create a competitive intelligence function?

You have taken the initiative to build a competitive intelligence function. Spotting a “pain” (step 1) you approached a senior manager to offer your services (step 2). They are interested! Show me something they say and off you went to respond. Since you are just starting, you know that you cannot provide the ultimate benefit immediately. Making virtue out of necessity, you figure out how to provide some value and, more importantly, you whet the appetite of your senior leader by giving them a tease (step 3) of what could be done. The meeting is a success and you are pretty sure that you will be doing more CI work for the senior leader. You have some time to reflect about what to do next

The next step is to frame the foundation for all that is to come. There are three things to do to make sure that your foundation is what is needed for long term success.

1. Create the Blueprint

This is where you begin to imagine what the full vision for the CI function will be. One thing for sure is that it will be customized to your environment. That is, it will be constructed to meet the needs of the people of the organization. Like an architect does before designing a home, you will begin asking people about what their hopes are for competitive intelligence. How do they like to get information? What are the critical times for receiving intelligence? What do they already have or know? When and why have they been disappointed in the past? All of the answers help you to identify how to construct the program. They will suggest the mechanisms for delivering information, the schedules that make the most sense, the sensitivities to avoid and the dreams that the leaders have for their success.

Don’t make this too hard. Simply talk to people and record their responses. List the concrete responses to what they have told you. In most organizations, common culture and experiences will help you because the responses will cluster so that you can focus on a smaller number of items. Note that you are not implementing all of this now. You are simply making plans so that what you do in the near term will not preclude something important that comes later.

2. Establish Your Principles

Make sure that you know what is important. These are your principles that are relevant throughout the lifetime of a CI function. Among the many reasons that principles are important is the simple fact of pressure. As you become known for your CI contributions, you will begin to feel great pressure. The pressure to produce valuable interpretations will exist, of course. You will also be confronted by other pressures such as ethical issues (“can we use this information that I got from a former employee?”), shortcuts (“we don’t have time to double check our sources”) and misuse (“it just needs to look pretty, I don’t care what it says”). Here are some principles to consider.

• I will always focus on value to senior leaders and the business strategies. This doesn’t mean that others won’t benefit but it does establish priorities.
• I will conduct myself according to a code of ethics (see the SCIP code of ethics). Now is a good time to identify who can give you legal support as issues arise.
• I will properly and consistently characterize (e.g., assumptions, facts, speculation, recommendations) the content that I provide. This establishes and maintains your credibility.
• I will orient all I do toward helping effect positive change. A CI function implicitly challenges what is happening inside your company as you analyze the competitive environment.
• I will always remember that people (i.e., leaders, colleagues, others) matter most. People are the source of the best information, they are required to support and accept competitive intelligence and all change comes through the efforts of people.

3. Make Broad, Fruitful Relationships Possible

This may seem redundant. And, it is.

Your success or failure will be based on your personal relationships. This may seem counterintuitive in the age of complex information systems, databases, web searches, analytical tools and academic research. All of these things have a place but in absence of a robust foundation of relationships, your failure is more likely than not. Here is a partial list of relationships that will be critical. You need to begin now thinking about how to nurture each set of people.

• Sponsoring management/leaders – do you understand their needs?
• Other managers – who owns what strategies and might be overly sensitive to what you are doing?
• Peers – how can you provide value to them so that they willingly contribute information and reflection?
• Sources – how can trust and reciprocal value be established?
• Support – how can you get their help to build the information infrastructure and provide other (e.g., legal) services

Three steps for framing a solid foundation – blueprint, principles and relationships.

Next topic is “Establish Some Standards” because just doing the work is not enough.

Here are the 15 steps that we are walking through. Does it seem like a lot to do?

The Human Side of Competitive Intelligence

1. Find The Pain
2. Get The Job
3. Tease The Vision
4. Frame The Foundation
5. Setting Some Standards
6. Introduce The Brand
7. Accumulate The Tools
8. Back To The Vision
9. Secure The Budget
10. Build The Presence
11. Expand the Brand
12. Go For the Value
13. Recruit A Staff
14. Go On The Offense
15. Evangelize The Mission

Congratulations!

If you have gotten this far then you already spotted an important need for competitive intelligence, identified a senior leader that cares about it and managed to get the assignment to address the need. Even better than that, you worked into the discussion the topic “competitive intelligence.” Whether or not it really registered with your leader could be debated. They may have simply been glad to offload a difficult subject to a willing soul. Their expectations are low (and you should have tried to set them that way) but you have started toward a vision that will now become clearer soon.

More importantly, you have begun to set a people oriented tempo to your work.

You are recognizing (or at least hoping) that competitive intelligence will touch important areas for leaders in the company. CI analyses will show how well competitors are doing and sometimes how poorly your company is performing.

Meanwhile, leaders and peers are invested in how things are going. They set in place strategies that they think will be effective. And your work will eventually help them be more successful. However, that time is in the future. Between now and then is a minefield of egos, insecurities, turf wars, differing philosophies and more. Don’t worry too much, you can get through it. I’ll help you.

What’s next in our slow march to introduce a successful competitive intelligence program into the organization?

You tease them.

There is more than one meaning for “tease.” Sometimes I tease my children in a humorous way. I am trying to be funny and share a laugh with them. This isn’t what I would do in the office. Rather, a “tease” there is more like a small bite of an appetizer that is fine when tasted but provokes an even stronger desire for what might be coming. The small bite makes you lust for a full meal.

Why tease the leader in your response? There are two reasons.

First, you aren’t ready to serve them a “full meal” of competitive intelligence. The full meal definition will become more apparent as we continue our discussion. Suffice to say that when you only have an appetizer, then you feature the appetizer. Remember that your leader does not expect much so one especially good serving of anything will probably delight them. Don’t overpromise.

Second, even if you have everything ready (e.g., comprehensive information, immaculate presentation, credible strategic recommendations, solid quantitative and qualitative backup, etc.), it will not be accepted by an unsuspecting leader. They simply are not likely to be ready and you will actually damage your credibility if you attempt to “force feed” them. Don’t over deliver.

Here is what is in the “tease”

You goal is to begin establishing a pattern that will characterize all of the competitive intelligence things that are to come. The pattern will eventually lay the foundation for your personal competitive intelligence brand. (There are more things in the foundation but some are very important to start early.)

Here are three things to tease your leader

Do these steps well and you may just earn another bigger competitive intelligence assignment.

1. You will state the problem using their language and their measurements of success.

Why? Because you want to be known as someone that attempts to understand the larger problem from the leader’s perspective. It is possible that you won’t get this exactly right the first time. However, the attempt will be noticed and if it leads to discussion, your standing will increase in the leader’s eyes.

Assuming that you are presenting information in a slide format, a practical way to do this is make the first slide a summary of the key question and the success metric for the business.

2. You will demonstrate superior collaborative skills.

How? You will do this by showing that you talked to other key people about the topic. Sounds simple and some people assume that this goes on all the time. The all too common problem is that it doesn’t. You will be different. You will canvas people on all sides of the topic, inside and outside the company. Their feedback (even their dissent) will be included and credited in your presentation. You will be the honest broker of information.

A simple approach is to include a list of contributors on the title slide. Also, at key points in your presentation, you can point out who provided key inputs. Aside from showing how you collaborate, you want to indirectly stroke those that helped. You’ll need them later.

3. You will show evidence of interpretation.

Many people will focus on the “what” question. That is, what is happening? The answer is presented exhaustively as a set of facts. That good as far as it goes but a senior leader has way too much “what“ information and precious little “so what” interpretations. Again, you will be different. You will try to give the meaning to the information that you have uncovered.

Expect that there will be discussions and disagreements with your meanings (this is actually a very successful outcome). Your bona fides have not been established yet. Nonetheless, simply trying will make you stand out.

There is so much more to do. That’s why the three steps that I have outlined are only a tease.

You might decide on three different steps for your tease. Whatever you decide, the important concept is to preview what is to come, to introduce new things in ways that are easily accepted and engage your leader in such a way that they will ask for more.

It is worthwhile to sketch all of the other things that will guide you over the next few months. That’s a more complete foundation than the simple tease. That’s the menu for the full meal. Ah, I can almost smell it now.

Next topic is “Frame the Foundation”.

Here are the 15 steps that we are walking through. Do you see something that is missing?

The Human Side of Competitive Intelligence

1. Find The Pain
2. Get The Job
3. Tease The Vision
4. Frame The Foundation
5. Setting Some Standards
6. Introduce The Brand
7. Accumulate The Tools
8. Back To The Vision
9. Secure The Budget
10. Build The Presence
11. Expand the Brand
12. Go For the Value
13. Recruit A Staff
14. Go On The Offense
15. Evangelize The Mission

That is, because of your interests, skills and initiatives, you convince someone to assign to you what you wanted all along.

Competitive intelligence positions are often like that. As I described in my “Find the Pain” entry, it starts with recognizing that something is missing in the organization and seeing that the missing element is causing real pain to someone in leadership. Though their response to the pain may not be the immediate formation of a competitive intelligence function, there is an opportunity for someone with insight to gain such a role.

What does it take to get the job? There are two important points to remember.

First, ask for the job by name.

That means that using “competitive”, “competitor” or “intelligence” in your discussions is important. At this stage it only signals the domain of your effort. It does not mean that the leader has to authorize a budget, commit significant personal time or invest their prestige in the effort. It does alert those that are observant that you might be about a larger, more valuable task.

Using the examples from my previous post, here is what you might say to your leader to get their support to move to the next stage.

• They have been asked by their manager to present an overview of the competitive environment and realize that they only have the barest understanding summarized.

“I’d like to pull together a summary of competitive information for you. I could post a presentation for your review shortly about our top three competitors. Would that be interesting to you?”

• Their business results are being directly and obviously affected by a competitor move that blindsided the organization.

“I am researching how competitor X goes to market without us knowing something about their intentions. As I uncover intelligence about what they did, would you like to see the highlights?”

• Multiple competitors are repeatedly introducing better products and services and the manager does not know how they can do it.

“I have some speculation about how our competitors are operating that allows them to beat us to market. I think that some competitive intelligence might be useful to plan our countermoves. Would you like to see the conclusions from this study?”

• A key customer is contemplating a switch to a rival and tells them that their offerings (which they assumed were the best) are not competitive.

“I plan to speak with our sales team to get to the bottom of what our customers are telling us. I think that I can succinctly summarize the key differences between their products and ours. Maybe using this intelligence we focus of what improvements matter most.”

• The manager’s goal to increase sales and profits has stalled and no one can explain why this is true.

“There seem to changes happening in the competitive environment affecting our performance. Perhaps studying the market forces and presenting them to you would help us refine our strategies. Is this interesting?”

In every case, we are asking for a competitive intelligence role but in a way that is easy for a senior leader to accept. It is also fair to note that we need to be concerned about others in the organization. However, if you are just starting and are modest about your ambitions, they are more likely to be cooperative than obstructive.

Implicit in asking for the job is setting expectations about the expected benefit.

So, the second major point is to promise improvement, not solutions.

It is unlikely that you will create or uncover something that will fully and immediately address whatever competitive gaps exist. Even if you did have that valuable knowledge, it is quite likely that you are not well prepared to sell it to senior leaders. Starting a new competitive intelligence program requires you to think through how people accept new information that may contradict their established views, how to collect information from many information silos and owners that exist in the organization and how to present conclusions when you might not yet have the personal credibility with the thought leaders.

You have to move slowly and methodically to become credible, to gain allies and to build relationships.

There is an axiom that consultants are advised to follow. The axiom says to never promise to solve a client’s problem. Instead, promise to improve things by 10%. Not only is this reasonable in many organizations that view change skeptically, it makes the change process more tenable for the people that are affected and required to support the change.

Make no mistake about it. If you hope to introduce effective competitive intelligence into an organization where it has not previously existed, you are going to affect how business is conducted, how strategies are evaluated and how people view the future. This is overwhelming for most to comprehend. Move fast and you will guarantee the quick and cheered demise of your fledgling effort. Move with wisdom and you can create something durable and incredibly valuable to your leader and organization.

Circling back to asking for the job, note how you are simply asking for a task assignment rather than a full time job. Once you have the initial task assignment with the right expectations, it is time to give your leader a taste of what is to come.

Let’s talk about how to “Tease The Vision” next.

The Human Side of Competitive Intelligence

1. Find The Pain
2. Get The Job
3. Tease The Vision
4. Frame The Foundation
5. Setting Some Standards
6. Introduce The Brand
7. Accumulate The Tools
8. Back To The Vision
9. Secure The Budget
10. Build The Presence
11. Expand the Brand
12. Go For the Value
13. Recruit A Staff
14. Go On The Offense
15. Evangelize The Mission

First, a disclaimer is warranted. I have personally created hundreds of PowerPoint presentations for many different purposes. The organizations that I was in expected that information would be delivered this way during meetings. So, I learned all of the ins and outs including all of the fancy animations, colorful templates and so on. I neither hate PowerPoint as some do nor do I consider it the answer to all communication questions.  But I do have some rules that I have evolved that make sense to me for the (mostly) technology oriented audiences that I have served. I have used these rules while doing strategy and competitive intelligence presentations for many levels of management.

When telling a story, it (usually) is best to tell it in a form that is familiar.

If an organization “thinks” in PowerPoint, then be prepared to tell and sell using that tool. I have to add the “usually” caveat because sometimes it is important to be different when the message is fundamentally different. For instance, in one strategy discussion, I used PowerPoint to create the presentation but rather than projecting it one slide at a time, I printed the12 slides and spread them out of the conference room table. Then the managers that attended stood around the table to view the content. At their own pace and in their preferred order, they could view the slides. This helped get all of the information in view at once and facilitated a better discussion of the complex topic.

Leave out the cuteness.

For business audiences, my feeling is that the animations, transitions and other such things are distractions. Of course there will be exceptions but most of the time people can absorb information much faster than some click through sequence controlled by a presenter.

Deliver the appropriate information density.

Few things are worse than 10 point font paragraphs densely displayed on a slide. I wish that I had a dollar for the number of times that I have heard from presenters that “I know you can’t read this but …”. (Embarrassingly, I have said it a few times.) On the other hand, I have also suffered through slides which are 10 words. Both approaches are disrespectful of the audience and show woeful preparation from the presenter.

The “right” information density is best described through Ed Tufte’s teachings. Far from eliminating detail, he advocates large amounts of information be delivered. The key is the presentation technique. For example, Tufte has described many useful depictions of trends and data sets that allow someone to make meaningful interpretations of data. One example is the use of Sparklines which highlights trends and outliers very well. Bissantz is a commercial vendor of this tool.

Tufte explains (and sells) the iconic diagram which traces Napoleon’s march to Moscow and back. It is a masterpiece of appropriate information density which allows that viewer to extract multiple important meanings about the event,

Tell a story.

Novelists and other writers have an advantage over many people in business. They understand that a typical book has a plot with characters, twists and turns and at the end a conclusion. In contrast, many business presentations rather than having any discernable story are a somewhat disjoint collection of facts. The impact of this approach is that there is little impact. It wastes time and distracts an organization from doing meaningful work.

It’s only a tool. Make sure you communicate.

I know people that love certain software. Some of them love PowerPoint and consider it important to their life. Okay. The rest of us need to remember that it is only one tool for communicating with our audiences. If we master PowerPoint and create the most beautiful presentations known to man but don’t connect with our audiences, what have we gained. Nothing. In strategy and competitive intelligence, communication usually has a purpose which could be to inform, to persuade or to educate. The tool used to convey information should be obviously subordinate to the purpose.

I enjoy creating presentations. Anyone that has worked with me on a presentation will agree that I am a stickler for what I present (i.e., it has to look good, it has to make sense, it has to spur discussion). I am proud of slides that I have created that allowed people to see something that they had not seen before and, because of that awareness, they can contemplate changes to what they previously knew. Nevertheless, I know that when PowerPoint becomes synonymous with communication we all risk diminishing what is vital to an organization. That is, the vigorous discourse among smart, committed people who are grappling with the most difficult issues in business.

Maybe I will sleep better tonight.