Diffussion of Responsibility and Other Organizational Culture Dilemmas

Over the years, we have seen many organizations sputter and fail. But the lessons learned from the demise of the News of the World, are simply classic.  Not only did the crux of the situation inch closer and closer to the infrastructure of an entire country’s moral compass, but the situation offered so many key lessons concerning organizational culture and the potential failings of human behavior.

A a few of the classic lessons come to mind:

• First of all, the well researched social psychology concept of diffusion of responsibility. Now, of course, the Milgram Experiment isn’t exactly the same thing as compared to what ensued within the News of the World organization. But, did no one at News of the World think that they would have to pay for the havoc wreaked upon innocent individuals? Furthermore, why did no one – step forward, blow the whistle, and put a stop to the behaviors years ago? Were employees afraid of authority figures? Did they fear for their jobs?

• How were the mores and accepted (and illegal) behaviors actually communicated within the News of the World organization? Of course, not all of the employees working at News of the World, were guilty of crimes or any wrong doing. But to those who did participate -  what gave them the notion that the behaviors were an accepted part of the culture? Was this communicated through role modeling? Threats? Coercion?

• Finally, the notion of pay for performance within organizations. Why is there not a clause in every last top exec contract, concerning scandal and/or illegal behaviors? Why is Rebekah Brooks entitled to a large severance when a boat load wrong doing has occurred under her watch?

Certainly, New of the World is not alone in terms of the problems that plague a large organization. However, I refuse to think that all organizations are capable of this level of lawlessness or chaos.

I hope that is true.

News of the World: When Organizational Culture Takes the Helm

It’s not often, that a crystal clear lesson concerning corporate culture and organizational failure makes headlines worldwide. Certainly, we have come to understand how an organization can fail because of overall mismanagement, poor or untimely decisions, and even the occasional leader mismatch. But it is a rare case when the sum of the parts, so to speak – the culture itself – has evolved into such a beast that it actually does the dirty work by itself. In the case of the UK’s News of the World, it seems that the terminally ill corporate culture,  was indeed the culprit.

Can Culture be Cured?

In a sense, the culture of New of the World was so vile, that even the surrounding environment closed ranks and acted – similar to that of a lone mutated cancer cell within the human body. This was a catastrophic failure of culture – like an insidious mental illness left unchecked and untreated. Apparently the lack of regulation surrounding the British press was all the prodding required to bring about a break with reality, decency and control.

The question remains as to whether this organization could have been cured. Mr. Murdoch (its owner) decided that this was not to be – for various reasons related to a much bigger picture. At the very least, we can surmise that the illness permeated to the quick of the organization and that transforming it into a healthy state was most likely impossible. For Mr. Murdoch, the damage to his reputation and his future business dealings, were being weighed in the balance. In a deluge of public disgust and disappearing advertisers, he pulled the plug on a 168 year old tabloid.

More than a leadership issue: Culture takes over

Personally, I have always held the belief that the culture of the organization was determined by the people at the helm – and could be saved by the helm as well. When asked as a young psychologist as to the quickest way to ignite a needed organizational culture change, I responded that it was to replace those at the top of the organization. But in a situation such as this, it appears that in the end, the culture operating as a rogue offender did the deed on its own.

As time goes on, it is certain that more News of the World employees will be brought to justice for their role in the specific crimes committed against innocent individuals. But, in the case of the organizational culture gone bad, many of the associated crimes (disrupted careers, financial ramifications) will most likely remain unpunished.

Dr. Marla Gottschalk is a Workplace Psychologist. Contact her practice at marlagottschalk@comcast.net. You can also find her on Twitter and Linkedin.