[nagdu] discussion concerning my letter to the board of directors of Guide Dogs for the Blind
Michael Hingson
Mike at michaelhingson.com
Sun Jun 9 22:52:15 UTC 2013
Cool! Thanks much.
M.
-----Original Message-----
From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of L Gwizdak
Sent: Sunday, June 09, 2013 01:12 PM
To: NAGDU Mailing List, the National Association of Guide Dog Users
Subject: Re: [nagdu] discussion concerning my letter to the board of
directorsof Guide Dogs for the Blind
Hi Mike,
I signed this, posted it on my FAcebook, and sent to friends.
Lyn and Landon
"Asking who's the man and who's the woman in an LGBT relationship is like
asking which chopstick is the fork" - Unknown
----- Original Message -----
From: "Michael Hingson" <info at michaelhingson.com>
To: "'NAGDU Mailing List,the National Association of Guide Dog Users'"
<nagdu at nfbnet.org>; <cagdu at nfbcal.org>
Sent: Sunday, June 09, 2013 11:36 AM
Subject: [nagdu] discussion concerning my letter to the board of directorsof
Guide Dogs for the Blind
All,
Cindy is correct. While petitions have no legal standing they are a way
for people to make their feelings known. The fact that 426 people have now
signed the petition demanding a change at GDB is something that the school
leadership and board level should recognize, address, and fix. The
evidence, however, is that GDB management and the GDB board do not care as
they have chosen not to respond to letters sent to them and they have not
demonstrated concern about a petition calling for change which as of this
writing has 426supporters.
Personally, I have heard from not only guide dog users, but volunteers,
puppy raisers, and donors. All express dissatisfaction with the current
leadership, atmosphere, and conditions at the school. Some have emailed me
expressing concern about joining the petition as they are afraid that by
doing so they may be putting their chances of getting future guide dogs from
GDB in jeopardy. My response is would you want to attempt to get a guide
dog from an organization that cannot take constructive criticism? Would you
want to be associated with an organization that would throw you aside so
easily? I would hope that GDB would not to such a thing to anyone, but at
present I do feel that the management of the organization does not value
blind people. The management and board are not demonstrating any level of
trust and they are certainly not showing that they care for the organization
that has been entrusted to them. The leadership of the school has not
demonstrated that it has any concept of how to run a nonprofit service
organization.
I am amazed and, frankly, horrified at the outpouring of the responses to my
letter that I have received personally. Even so, I know more people must
have worries about what is happening at GDB. All of us should be concerned
about this. The kind of behavior we are seeing is very much the same thing
many of us encountered 30 and 40 years ago with NAC, and it is the same
behavior we see from the workshop management groups of today. I will be
happy to continue to receive responses and comments from people, and I will
respond as I can. Please do not be offended if I do not respond immediately
as I am only one person, but I will get to each letter.
By the way, one of the reasons touted by the school management for its
decision to lay off so many good, competent, and well trusted staff was to
concentrate on improving student services through the new "call center" at
the school. So what did the school actually do? Among other things
management took two blind people out of positions they had been working for
years and put them into a back room that functions as the "call center".
There is no longer a visible blind person operating the switchboard, and
another who had served as the admin person for the Training department is no
longer in the public eye. Also, while the most recent issue of Guide Dog
News says that everyone loves the center I tell you that I have complaints
from students who have gone a week or longer without ever getting a call
from them returned by the "call center".
As I said in my letter my decision to speak out was a hard one, but it was
one I felt necessary to make and support. The management team at GDB is
tearing down the organization which many of us loved and valued. Frankly,
at this point it isn't even being run as a good business since any sharp
businessperson would know to do what is necessary to keep its consumers
engaged and satisfied. The CEO and the board are ignoring the feelings of
their stakeholders and hoping that this all will blow over. By ignoring the
backlash from their decisions they prove most dramatically that they are in
no way consumer oriented. They show in the most concrete way possible that
they do not care nor value those they serve and need in order to survive.
Leadership and vision at Guide Dogs for the Blind are lacking. This isn't
good. I urge everyone to sign the petition whether you make comments or
not. Even if you are not associated with GDB, expressing concern about the
management of an organization which has well served blind people for 71
years and which now is eliminating the good staff and throwing away its core
values is something which should be of concern to all of us.
Best,
Michael Hingson
The Michael Hingson Group, INC.
"Speaking with Vision"
Michael Hingson, President
(415) 827-4084
info at michaelhingson.com
To order Michael Hingson's new book, Thunder Dog, and check on Michael
Hingson's speaking availability for your next event please visit:
www.michaelhingson.com
To purchase your own portrait of Roselle painted by the world's foremost
animal artist, Ron Burns, please visit http://www.ronburns.com/roselle
-----Original Message-----
From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Cindy Ray
Sent: Thursday, June 06, 2013 11:18 AM
To: NAGDU Mailing List, the National Association of Guide Dog Users
Subject: Re: [nagdu] FW: letter to the board of directors of Guide Dogs for
the Blind
On-line petitions such as that have no legal bearing. However, if someone
finds that there are a lot of names that are agreeing that something needs
changed, they may well look at it and begin to think of possible actions to
be taken.
CL
On Jun 6, 2013, at 12:06 PM, "Star Gazer" <pickrellrebecca at gmail.com> wrote:
> What exactly does signing an online petition do?
> Does it have any legal standing? Does anybody at GDB care?
> It sounds like they've been on this road for awhile.
> I'll look over the letter. I also don't have a dog, and don't plan to
> get one.
> And lastly, if you had to get a new dog today, would you go to GDB
> given what they are doing?
>
>
> -----Original Message-----
> From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Michael
> Hingson
> Sent: Thursday, June 06, 2013 1:01 PM
> To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
> Subject: Re: [nagdu] FW: letter to the board of directors of Guide
> Dogs for the Blind
>
> Thanks. Even though you don't have a guide dog I would appreciate you
> and others signing the online petition. GDB has made some decisions
> which reflect badly on its positive attitudes of blind people.
> Already today I have seen several letters from people telling me that
> because of what has been occurring at GDB they and others will not be
getting guides from there.
> On the petition page comment 125 is from a former prominent GDB board
> of directors member who resigned last year because of actions and
> attitudes of the current CEO.
>
> What is happening at GDB affects us all.
>
> Thanks for the nice comment on "Thunder Dog". We are getting close to
> having a children's version and we have begun working on another book.
> Too early to comment on the second book yet, but we are excited.
>
> Take care.
>
>
> Best,
>
>
> Michael Hingson
>
> -----Original Message-----
> From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Sheila
> Leigland
> Sent: Wednesday, June 05, 2013 10:26 PM
> To: NAGDU Mailing List, the National Association of Guide Dog Users
> Subject: Re: [nagdu] FW: letter to the board of directors of Guide
> Dogs for the Blind
>
> hi, I don't have a guide from gdb but was familiar with them while
> growing up In california during the sixties and seventies.
> wWe lived next door to a blind couple with dogs from gdb and my Dad
> always hoped that someday I would get a dog from them. The letter is
> well written and I understand your concerns. I hope their issues will
> be resolved in a favorable manner for all involved.
> By the way, I loved reading thunderdog.
> On 6/5/2013 10:05 PM, Michael Hingson wrote:
>> All,
>>
>> The following is a letter I just sent to the board of directors of
>> Guide Dogs for the Blind, Inc. Although it may appear that the
>> content of this letter is guide dog specific I believe you all should
>> be aware of this issue as it reflects on how agencies which should do
>> better are in fact treating blind people and their own staffs.
>>
>> There are now significant problems within the Guide Dogs for the
>> Blind organization which stem from bad leadership by a relatively new
CEO.
>> The problems in part are due to a poor attitude about blindness and
>> partly they stem from his lack of competence in managing well a
>> nonprofit organization, at least as far as I am concerned. Actually,
>> hundreds of consumers have already sent letters concerning this issue
>> to the board and many others have signed a petition concerning this.
>> The petition is located at
>> http://petitions.moveon.org/sign/tell-the-board-its-time?source=c.em.
>> m
>> t&r_by
>> =7790633.
>>
>> I am widely disseminating my letter because many of you may be asked
>> about this issue, especially around the convention. Also, as many of
>> you know I happen to be a quite visible guide dog user due to my
> experience on 9-11.
>> The fact is that what is happening at GDB should not be permitted nor
>> ignored. You may wish to sign the petition and I ask you to consider
>> so doing.
>>
>> There are issues I did not discuss within the letter in order to
>> protect staff at all levels within the organization. However,
>> suffice it to say that the amount of outrage and pushback by
>> consumers and other stakeholders toward the leadership of Guide Dogs
>> for the Blind is
> unprecedented.
>>
>> Again, I send this for your information. Should you feel it
>> necessary to contact me please feel free to do so at
info at michaelhingson.com.
>> Thanks for reading.
>>
>>
>> Best,
>>
>>
>> Michael Hingson
>>
>> -----Original Message-----
>> From: Michael Hingson [mailto:Mike at michaelhingson.com]
>> Sent: Wednesday, June 05, 2013 08:47 PM
>> To: bburke at guidedogs.com; gkerscher at guidedogs.com;
>> sodell at guidedogs.com; ruthann.dodson24 at gmail.com;
>> jboyd at guidedogs.com; mwatkins at guidedogs.com; sbutton at guidedogs.com;
>> dgershen at guidedogs.com; jharris at guidedogs.com;
>> amathieson at guidedogs.com; smansfield at guidedogs.com;
>> jackscott at guidedogs.com
>> Cc: mike at michaelhingson.com
>> Subject: letter to the board of directors of Guide Dogs for the Blind
>>
>> Dear Members of The Board of Directors, Guide Dogs for the Blind,
>>
>> For some time I have been monitoring the changes at our school and
>> the stakeholders' reactions to them. I am writing to express my
feelings.
>> Before proceeding let me introduce myself to those of you I have not met.
>> My name is Michael Hingson. I received my first guide dog from GDB
>> in June, 1964. For the past forty-nine years I have used guides only
>> from GDB. I grew up with the school, its staff, and its advancements
>> in guide dog and student training. While a college student I
>> assisted Guide Dogs' staff in preparing testimony concerning pending
>> legislation to change current guide dog laws in California.
>>
>> I am a firm believer in the value a guide dog brings to blind persons
>> who can effectively learn to use it, and I know firsthand the value
>> and strength of the human-animal bond. You see my fifth guide,
>> Roselle, and I worked in the World Trade Center and escaped from the
>> attacks on 9-11, 2001. Because of a story GDB put out concerning our
>> escape Roselle and I became quite visible throughout the world.
>>
>> After 9-11 I came to work at GDB where I stayed for six and a half years.
>> During that time I worked to keep Guide Dogs for the Blind visible to
>> donors and prospective donors, possible students, and others. I
>> successfully raise hundreds of thousands of dollars for the school
>> and I met with countless donors and spoke to tens of thousands of
>> interested persons about the organization.
>>
>> In June, 2008, after a change in the leadership at GDB I left the
>> organization to continue a developing speaking career. I now travel
>> the world talking about issues like strengthening the Human-Animal
>> Bond. In
>> 2011 Roselle's and my story was published in a book called "Thunder
>> Dog, the story of a blind man, his guide dog, and the triumph of
>> trust" which became an instant New York Times Bestseller and which
>> has now been published in 12 languages. Today I continue to travel,
>> consult,
> and speak worldwide.
>>
>> I tell you all this to say that I understand change and know the
>> challenges change and new ideas bring to any organization.
>> Specifically I have seen much change during my 49 years associated
>> with Guide Dogs. I have seen the school lead by several different
>> CEOs each with their own leadership style and priorities. I also
>> have seen the concern each time a new leader came along and took the
>> school in a different direction. I never have found it necessary to
>> speak out
> concerning a CEO until now. Below are my thoughts.
>>
>> When Bob Phillips took the reins in 2001 he brought something new to
>> the school when, for the first time, the CEO had a daughter who was a
>> graduate of GDB. Bob's empathy permeated throughout his leadership
>> as he worked to bring more of a marketing effort to the school.
>> During his term Bob helped the school grow to be the largest guide
>> dog school in
> the United States.
>> While some were concerned that he was bringing too much of a
>> "business approach to the school", what he did was to improve the
>> efficiency of the organization, and he helped enhance the reputation
>> of GDB within the guide dog community, the service animal world. He
>> supported actions which improved the reputation of Guide Dogs within
>> the ranks of blindness consumer organizations. I participated in
>> efforts Bob promoted to integrate GDB more into the local and Marin
>> business community. In short, during 2001 to 2007 Guide Dogs for the
>> Blind began to move out of a role as a large nonprofit, but
>> relatively isolated from the world around it to a responsible
>> community family member which was growing in stature and standing
>> within the world
> community.
>>
>> After Bob Phillips left the organization a new CEO was hired. We
>> need not go into her contributions except to say that for the most
>> part Nancy Gardner's leadership proved destructive to many of the
>> initiatives begun by Bob Phillips and his predecessors.
>>
>> When Paul Lopez began his term as CEO there was much optimism for
>> continued growth among many stakeholders. Some of us had concerns
>> that he did not have a good grounding in a positive philosophy about
>> blindness, but everyone took a wait and see approach. Rather than
>> growth Paul has demonstrated that his approach is not well suited to
>> a nonprofit philanthropic organization such as Guide Dogs for the Blind.
>> I know you have heard from many concerning the issues stakeholders
>> have with Paul's leadership and I do not want to go over ground you
>> already have encountered. However, I believe my perspective is
>> somewhat unique since I have a 49-year history as a student, and a
>> six and a half year back ground as a GDB mid level management and
>> leadership staff member. Also, I have served in management positions
>> within various companies including serving as a company president,
>> vice president, and I have served as a senior level manager in more
>> than one sales organization. I know first-hand good leadership as
>> well as poor and disconnected leadership. Paul Lopez is not
>> demonstrating
> good leadership for the benefit of Guide Dogs for the Blind. Let me
> illustrate.
>>
>> 1. Consumer Relations. To date Paul Lopez has not made an appearance
>> at any of the blindness consumer organization National meetings, and
>> it is my understanding that he has not even attended any of the
>> California affiliate meetings. I know he has received such
>> invitations in the past because I delivered one to him personally
>> last year long before the time of the National convention season. I
>> also know he has received written invitations this year, but has not
>> accepted them. The National organization conventions are the best
>> places for any new leader to learn about the issues blind people find
>> important. Also, they are the best platforms for any new blindness
>> related program director to market their organization and to promote
>> discussion. The fact that Paul has not attended National conventions
>> among blind people is noticed by blind people throughout the country
>> and red flags have gone up especially since his lack of action is
>> directly opposite to what Bob Phillips did to promote relations
>> during the early 2000s. Given the lack of visibility by the school
>> and its newest CEO, and given the bad press within the consumer world
>> I believe any positive momentum concerning consumer interest is gone.
>> Furthermore I believe Paul Lopez's lack of visibility concerning
>> consumer
> organizations is a bad reflection on his value of input and
> cooperation with blind people.
>>
>> On another front I have heard from many students who have attended
>> classes over the past year and a half that Paul will not spend time
>> with them, or at least he spends very little time with them,
>> especially in the past few months. This is the exact time Paul
>> should be selling his decisions and actions to his consumers, but he
>> seems to be
> having none of that.
>> 2. Budget. Earlier this year when the announcement of lay-offs took
>> place we all heard that the decision to terminate eight employees was
>> in part a budgetary one. The local newspapers also reported the
>> layoffs and stated that the reason was related to a need to reduce or
> adjust the budget.
>> This makes little sense especially when the stock market and the GDB
>> reserves are growing. Also, given that ten employees lost their jobs
>> in a similar move during the Nancy Gardner administration it is hard
>> to understand why an additional eight, mostly long time employees,
>> were dismissed.
>>
>> I like the concept of establishing the new call center which can help
>> improve efficiency if handled properly. It seems to me that any time
>> a call goes unanswered for more than one business day any
>> organization which permits this is remiss in its obligation toward
>> the consumers it serves. If students' did not get return calls
>> before and if that has changed then well and good. Creating the call
>> center should help improve
> efficiency.
>> However, laying off several long-term key staff people and choosing
>> to terminate the head of graduate services given his standing in the
>> world-wide guide dog community and the vast amount of knowledge and
>> respect from consumers he brings to GDB does not seem efficient or
>> wise. The community at large does not buy the budget and efficiency
>> arguments for laying off some of the people who were terminated
>> earlier this year. I agree with them. It can never be good to lose
>> people of the caliber of those employees who were let go and expect
>> any organization to continue to operate as well as it did before.
>> Also, one aspect of decreasing the number of field reps while
>> increasing the call return effectiveness is that you may find that
>> more people actually need visits from a GDB rep. While Mr. Lopez has
>> chosen to believe it more efficient to send people from GDB you
>> cannot yet know if it might have been better to keep the people you
>> lost, but work to keep them busier with visits as well as better
>> involving them in GDB's marketing effort. Also, given that some of
>> the employees worked on campus might it have been better to reassign
>> or split their duties rather than dismissing them outright? Please
>> do not say it was for budgetary reasons as GDB was not and is not in
peril of going under.
> The "business decision" to let them go is a bad one by any basic
> business staffing morale standard.
>>
>> Speaking of morale, I have not heard any positive comments about
>> moving Barbara Browning away from the switchboard and removing the
>> friendly face that greets visitors to the administration building.
>> The approach taken with Barbara again shows a business orientation
>> not suited or appropriate for a nonprofit like GDB.
>>
>> 3. Trust. While blind people go to guide dog schools to obtain
>> guides and gain the additional mobility assets they feel come with
>> using a guide dog, the trust of the senior staff of guide dog schools
>> often is
> lacking.
>> Senior staff have, for example, in the past changed school policies
>> concerning dog ownership, reduced consumer representation on boards,
>> reduced the influence levels of or eliminated consumer advisory
>> committees, and downright ignored issues and input by stakeholders.
>> Many of us have seen new senior staff come with ideas of "making the
>> organization run more like a business" and "improving efficiency"
>> while all they do is to alienate stakeholders and not grow the
>> organization. The result is that students go to schools because of
>> positive experiences with the staff members who work directly with
>> them and they ignore leadership which they view as something which
>> doesn't concern them, or they go elsewhere or decide not to use a
>> guide
> dog altogether. I have seen all three happen regularly.
>>
>> The unfortunate reality is that "business oriented CEOs" do not
>> understand the subtleties of running a nonprofit or philanthropic
>> organization. Yes, nonprofits should operate more in line with
>> business practices than most do today. In fact, some of today's
>> concepts regarding the "good" operation of a nonprofit are the very
>> things which keep it from growing as they go against what makes any
>> organization grow in our changing world. However, while trying to
>> bring good business practices into the nonprofit arena the "corporate
>> way" as it exists today also tends to exclude some of the very
>> attitudes, drives, and strengths which make good nonprofits great.
>> The most important of these is Trust. If a CEO arrives and changes
>> some of the very core foundations upon which an organization is built
>> without obtaining support from stakeholders then he or she loses the
>> faith of those individuals and probably staff as well. Nonprofits
>> must have emotional buy-in and support in ways many corporations
>> today seem not to have and seem not to need in order to be successful.
>> Corporations can buy loyalty while today's nonprofits cannot. Also,
>> with an organization like GDB consumers have no permanent stake in
>> the organization since they have many choices of guide dog schools.
>> So, if they become disenchanted or dissatisfied with one school they
>> do not suffer a financial hardship when deciding to attend another.
>> Trust
> and emotional buy-in are all the building blocks a school like GDB has
> to make a consumer relationship work.
>>
>> In the past five years 18 people have been laid off from GDB. Right
>> or wrong no employee had ever been laid off before. Before 2008,
>> budgets were cut, some staff perks were cut, some positions and
>> departments were realigned, and puppy raisers and breeder keepers
>> were asked to shoulder more financial obligations to care for their
>> charges, but no employee was simply eliminated in order to decrease
>> staff size. When the first ten people were separated there was
>> grumbling and concern, but in general, stakeholders felt that the
>> programs would continue and thrive. However, with the latest staff
>> reductions, programs and staff directly connected to consumers were
>> dramatically affected. Well loved, trusted, and effective staff
>> members were removed. Personal access to trusted staff was
>> eliminated. Consumers were asked to trust a decision maker who had
>> not established any kind of bond with them as he made changes those
>> very
> consumers considered part of the fabric that made GDB better than ANY
> OTHER SCHOOL.
>>
>> Also, it didn't stop with the lay-offs. Two very senior staff
>> members retired at a time many of us find suspicious at best. Terry
>> Barrett and Don Frisk worked at GDB long after they might have
>> retired simply because they loved their jobs and because they wanted
>> to continue to make
> contributions.
>> I tell you that you will have a very hard time convincing consumers
>> that the timing of these two retirements is a coincidence. In
>> addition, at least one other training supervisor has quit and left
>> the
> guide dog field completely.
>> Right or wrong, again, many of us find this additional departure not
>> to be coincidental.
>>
>> If all the "changes" aren't enough Paul Lopez has further eroded
>> consumer confidence in his leadership with what he has done
>> concerning Guide Dogs for the Blind's reputation and involvement in
>> the international guide dog community by reducing the number of GDB
>> certified assessors for the International Federation of Guide Dog
>> Schools from four to one, all in the name of saving money. Previous
>> administrations spent time and effort to move GDB into the 21st
>> century including establishing relationships and connections which
>> made our school one of the preeminent guide dog organizations in the
> world. Trainers came to consult with the GDB staff.
>> GDB experts helped insure that other schools throughout the world
>> were held to high standards of excellence in all aspects of their
>> operations. GDB could do this only because it is so large and
>> staffed so well that it had the necessary expertise within its ranks.
>> Even before the lay-offs three assessors working at GDB were told to
>> withdraw from their IFGDS commitments which also mean that fewer
>> individuals will attend International Federation meetings.
>>
>> Guide Dogs for the Blind has lost the trust and confidence of much of
>> its consumer base. I said earlier that due to my 9-11 experiences I
>> am a highly visible guide dog user. I am contacted daily by GDB
>> users who tell me they will not return to this organization for their
>> next guide. I have been told by people who are in a position to know
>> that staff is demoralized in ways never experienced before. I have
>> spoken with past members of the board who tell me that they are
>> angered and outraged at the way the organization is being run today.
>> I am amazed that the board has not done anything visible to stem the
>> tide of outrage and anger and that its only public position is that
>> people simply do not know the internal issues and budgetary
>> challenges which led to the decisions we now discuss. When I am
>> asked my opinion and guidance I do not have positive encouragement I
>> can offer because I have come to have the same views as others. I
>> know I will be asked about the GDB issues when I attend the consumer
>> National conventions this summer, and I do not have anything I can
>> say with confidence that
> will alleviate consumer fears and concerns.
>>
>> It is hard for me to write this letter. I love GDB, but I, like
>> many, have no confidence in Paul Lopez and I am concerned that the
>> board of directors has not done anything obvious either to show the
>> value of Mr. Lopez's decisions or to remove him as CEO. I call on
>> the Guide Dogs for the Blind board of directors to take a vote of no
>> confidence toward Paul Lopez and I call on the board to remove him as
>> CEO and begin a search for a truly qualified replacement. Thank you
>> for your time
> and consideration.
>>
>> Best,
>>
>> Michael Hingson
>> The Michael Hingson Group, INC.
>> "Speaking with Vision"
>> Michael Hingson, President
>> (415) 827-4084
>> info at michaelhingson.com
>> To order Michael Hingson's new book, Thunder Dog, and check on
>> Michael Hingson's speaking availability for your next event please visit:
>> www.michaelhingson.com
>> To purchase your own portrait of Roselle painted by the world's
>> foremost animal artist, Ron Burns, please visit
>> http://www.ronburns.com/roselle
>>
>>
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