When You Practice What You Preach…

I’m hearing, anecdotally, that cultural transformation at VA and elsewhere might have been nudged into motion by relentlessly handing out my business card and practicing what I preach.

The big thing I’ve learned here is that for me, tech skills and money aren’t what gets the job done. What works is bearing witness to the good works of others. This can work partly through helping ’em get their social networks going, by sharing their stuff.

bizcard
My business card says “customer service rep & founder” and people see that I’m committed to that, every day.

Customer service is a big part of what inspires me; that, and my rabbi, Leonard Cohen. Ya know, customer service can really be corrosive, and it gets worse than the usual trolling and abuse. However, singer and poet Leonard Cohen really helps me get through the day, with a small but substantial assist from Dr Stephen T Colbert, DFA (Doctor of Fine Arts).

Seriously, my team, people smarter than me, and I, we’re listening, and what you say affects the trajectory of our work. If you feel we miss something, please tell us via craigconnects.org/connect, or if you really want, I’m personally at craig@craigslist.org.

(Recently I’ve made a point of reminding people that I haven’t been a spokesman for craigslist, or had any role in management since 2000. On the other side of things, I’ll be in customer service for a lifetime…)

Why I Support Vets

Photo Credit: U.S. Dept of Veteran Affairs
Photo Credit: U.S. Dept of Veteran Affairs

Bottom line: if someone volunteers to risk taking a bullet to protect me, I should stand up and help out.

This might date back to my mid-teens, towards the end of the Vietnam war. I saw returning vets getting treated without respect. At that time, I knew that was wrong, but couldn’t articulate it.

Maybe seven years ago, I was at a lunch, sitting next to a guy from the Iraq & Afghanistan Vets of America, IAVA.org. Finally, it clicked in, that this was the right way to support regular people who gave up a lot to protect us, and that includes their families.

Now, I’m on the board of IAVA, and am involved with a lot of vets and military families groups, and the Department of Veterans Affairs (I’m their official nerd-in-residence).

What are some reasons you support vets and military families?

“Saving the World” DIY Style

People ask me how I go about figuring out what causes I really believe in and what’s the most effective way to support those efforts. You can find a list of what I support specifically here. My general philosophy is to do some real good in the short run, while learning how to scale that up in the long run – to the entire planet in maybe twenty years. I’m also very committed to helping people from the bottom up, to give people a break that rarely get one, and to help give a voice to the voiceless.

When it comes to business success and money, know when enough is enough, which translates to a business model of doing well by doing good. I guess I’ve been real successful at that, and I’ve been told by a lot of startup people that this approach has influenced them.

So, in the short run, I’ve been doing what I can to help US veterans and military families, figuring that if someone will risk a bullet protecting me, I need to give back. Recently, people helped me understand that the family of an active service member serves the country while that service member is deployed, particularly in a war zone.

I’ve chosen groups to support, in government and in the nonprofit world, guided by considerations including:

  • Do they impact something I believe in?
  • Are they good at it?
  • Can I help them via serious social media consulting and engagement?
  • Can I learn from the experience how to use social media on a very large scale?
  • Just in case, does the nonprofit tell a really slick, heart-wrenching story? Have they been seriously vetted? (If not, substantial chance it’s a scam.)

So, the themes here have to do with “social impact,” probably mediated by social media, while watching out for compelling scams. (Sorry, but this is currently a huge problem in the nonprofit world.) For that reason, I engage with Charity Navigator,GuideStar, and GreatNonProfits.org. In particular, Charity Nav is making real progress measuring social impact, which is about how good an org is at serving its clients. Social media provides the tools that effective people use to work together to get stuff done. We’re talking not only Twitter, Facebook, LinkedIn, etc, but also tools like spreadsheets used to rank “employee innovation” efforts.

Human history suggests that change begins from the networks of individuals who work together through the social media of their times, from Caesar and Cicero, to St Paul and Martin Luther, and John Locke and Tom Paine. Consider the UK Glorious Revolution which resulted in modern representative democracy, which I frequently call the Twitter Revolution of 1688. (A great history of pre-Internet social media isThe Writing on the Wall, by Tom Standage, who reminds us that “history retweets itself.”) That history tells us that social media provides a set of tools which can effect real change. That history is one of democratization; the costs of those tools restricted them to the wealthy at first, but now the cost of entry is close to zero.

In the short term, my focus is normally on small orgs, since they can be more effective. However, I’m now working with a huge org, the Department of Veterans Affairs, around 360,000 people, and from that, I’m learning how to run large organizations – and large governments – effectively.

For the long term, I’m supporting efforts in the here and now that are fundamental to universal fairness; the intent is to give everyone a break, to treat everyone how you’d like to be treated.

One such effort involves figuring out how to get news that I can trust. I’m a news consumer, but for the past decade I’ve been getting training in media ethics and trust issues, as well as being shown how the news sausage is made. (It ain’t pretty, particularly with all the disinfo being flung around.) The theme is that “the press is the immune system of democracy” and that a good ethical framework might lead some part of the press back to trustworthy behavior.

Another effort involves voting rights in the US. While the Declaration of Independence reminds us that we’re all equal under the law, bad actors in politics can only survive if they stop certain groups of people from voting, and that ain’t right.

It might occur to you that “the arc of the moral universe is long, but it bends towards justice,” and that is another articulation of what my stuff’s all about. You’d be right.

Photo: creative commons licensed (BY) flickr photo by USDAgov

5 More Ways VA is Helping Out Vets

The Department of Veteran Affairs doesn’t get the recognition they deserve. They’re really working hard to help vets. As the official VA Nerd-in-Residence, I’d like to begin 2014 by reminding folks of a few of the VA’s efforts.

  1. The VA is doing more and more to give homeless vets a hand. The move is part of the larger government-wide effort to end veterans homelessness in the next two years, and comes at a time when most federal programs are tightening their belts in an effort to deal with sharp reductions in funding. More on the homelessness efforts here and on the VA site here.

    ending va homelessness
    Photo Credit: U.S. Dept of Veteran Affairs
  2. For disability compensation, they’ve deployed something like TurboTax for veterans. It appears to be decently user-friendly, adjusted for the way that vets and veteran service orgs (VSOs) really operate. The software also accounts for all the laws and regulations, the rules that VA has gotta follow to write checks.A vet would start up eBenefits, online, click on “Apply for Disability Compensation” and go. It’s mostly drop-down menus, and many data fields get filled in automatically. It’s way easier and faster than paper forms. (More about self-service for disability claims processing here… and here.)
  3. The VBA workers are doing a whole lot for vets. Most of the workers are on the VA medical side, but there’s also a group that processes benefits payments for vets. That’s the Veterans Benefits Administration–VBA–and they work on over a million disability claims from vets each year. They deserve a lot more thanks than they’re getting.
  4. VBMS development involved a lot of waterfall stuff, but much more recently, VA people are actually directly listening to people on that and acting on that. If vets, VSOs, or VA workers find a problem or have a suggestion, they contact contact actual humans to get stuff done. (A little more on my big idea for 2014 and how to fix Washington’s approach to tech…)
  5. They’ve been working hard to get the paper claims inventory converted to digits and put into VBMS, which involves scanning huge amounts of paper into the system. That’s about 80% done. (You can view before and after photos here.)nerd-4

The Department of Veterans Affairs is doing some really good stuff for vets that no one hears about, catching up since 2009. I’ve helped, in a very minor way for several years, now I gotta do more, for VA, military families, and vets.

What do you appreciate about the VA? And what are you hoping they’ll begin to work on in 2014?

A nerd’s gotta do what a nerd’s gotta do.

Extra thanks for VBA workers from your nerd-in-residence

W-S files

(the Winston-Salem VARO before and after pictures, showing VBMS kicking in for real…)

W-S clean

The Dept of Veterans Affairs does a lot of different things for vets. Most of the workers are on the VA medical side, but there’s also a group that processes benefits payments for vets. That’s the Veterans Benefits Administration–VBA–and they work on over a million claims from vets each year. They work hard but get a lot of crap. So this is for them…

Okay, folks, I’ve seen you get the job done, with lots of extra hours, that’s appreciated!

Next steps involve lots more use of VMBS to get stuff done, those photos illustrates that around 75% of the claims inventory has gotten online. It also means getting VSOs involved, which also means connecting outside software like VetPro connected to VBMS via Digits to Digits, D2D.

This is in my role as “nerd-in-residence” at the VA Center for Innovation. (That’s my designated term, I know who I am, and have a sense of humor.) (For Washington, I’m funny; granted that’s a low bar.) (The wife reminds me that I’m not as funny as I think I am.)

The nerd-in-residence

The Department of Veterans Affairs has named me a “nerd-in-residence.” You can find more under VA team bios > Craig Newmark.

I really am a nerd, old-school, wore a plastic pocket protector, and glasses taped together, in the early sixties. I can now simulate social behavior for an hour, two hours tops, but then I start getting cranky. nerd-4

Far as my team’s concerned, this makes me the biggest nerd in the USA…

maybe the world.

(As you see, I’m comfortable being a nerd, and also, I might have a sense of humor. I don’t seem to be too concerned with dignity.)

On the other hand, I’m a customer service rep for craigslist, have been for more than eighteen years, and that changes humans. The stuff I do, I can see we help people put food on the table, and that matters.

The job also reminds me that crap rolls downhill, aimed at people with jobs that can be grinding and thankless. For example, I’ve first-hand seen that thousands of frontline VA people are doing everything in their power to do right by Vets, but government employees are being demonized or neglected.

(Dilbert is an excellent reference work regarding this. I’ve always resisted despair, that’s Wally; I’m Dilbert.)

Ever since connecting with the Iraq & Afghanistan Veterans of America I’ve been getting more and more involved with military family and veterans’ efforts.

The Department of Veterans Affairs is doing some really good stuff for vets that no one hears about, catching up since 2009. I’ve helped, in a very minor way for several years, now I gotta do more, for VA, military families, and vets.

Anyway, a nerd’s gotta do what a nerd’s gotta do.

Helping out homeless veterans

Hey, the Department of Veterans Affairs does more and more to give homeless vets a hand: VA triples spending on homelessness problem

“The Department of Veterans Affairs on Thursday awarded almost $300 million in grants for homeless and low-income assistance efforts, three times what the agency spent on that program last year.

Revised Homelessness at a Glance_jpegslide

The move is part of the larger government-wide effort to end veterans homelessness in the next two years, and comes at a time when most federal programs are tightening their belts in an effort to deal with sharp reductions in funding.”

That’s big, reminding us to all lend a hand.

Locally speaking, here’s what I support, all recommended!

… and more to come re Harbor Light.

 

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