Endnotes

Introduction

1. Jessica Durando, “BP’s Tony Hayward: ‘I’d like my life back,’” USA Today, June 1, 2010, http://content.usatoday.com/communities/greenhouse/post/2010/06/bp-tony-hayward-apology/1.

2. Clifford Krauss, “Oil Spill’s Blow to BP’s Image May Eclipse Costs,” The New York Times, April 29, 2010, www.nytimes.com/2010/04/30/business/30bp.html?hp.

3. George Lakoff and Mark Johnson, Metaphors We Live By, Chicago: The University of Chicago Press, 1980: 1.

4. Carl Von Clausewitz, Michael Howard, and Peter Paret, On War, Princeton, NJ: Princeton UP, 1976: 149.

5. Von Clausewitz, On War: 87.

Chapter 1

1. Steve Jobs, Apple Music Event, Cupertino, California, October 23, 2001, Speech.

2. Apple Inc., Apple Reinvents the Phone with iPhone, Apple.com, Apple Inc., January 9, 2007, www.apple.com/pr/library/2007/01/09Apple-Reinvents-the-Phone-with-iPhone.html.

3. United States Marine Corps, Warfighting, United States Government, 1997: Foreword.

4. Bud Abbott and Lou Costello, “Who’s on First,” transcribed by The Baseball Almanac, www.baseball-almanac.com/humor4.shtml.

5. Tiha Von Ghyczy, Bolko Von Oetinger, Christopher Bassford, and Carl Von Clausewitz, Clausewitz on Strategy: Inspiration and Insight from a Master Strategist, New York: Wiley, 2001: 55.

6. “Mike Tyson,” BrainyQuote.com, Xplore Inc., 2011, www.brainyquote.com/quotes/quotes/m/miketyson382439.html.

7. Von Ghyczy, Von Oetinger, Bassford, and Von Clausewitz, Clausewitz on Strategy: 55.

8. John Bentley, “McCain Says ‘Fundamentals’ Of U.S. Economy Are Strong,” CBS News, CBS Interactive Inc., September 15, 2008, www.cbsnews.com/8301-502443_162-4450366-502443.html.

9. Bentley, “McCain.”

10. Bentley, “McCain.”

11. Edwin Chen and Julianna Goldman, “McCain Suspends Campaign; Obama Presses for Debate (Update 2),” Bloomberg News, Bloomberg LLC, September 24, 2008, www.bloomberg.com/apps/news?pid=newsarchive.

12. Chen and Goldman, “McCain.”

13. Chen and Goldman, “McCain.”

14. “David Letterman Reacts to John McCain Suspending Campaign,” YouTube.com, September 24, 2008, www.youtube.com/watch?v=XjkCrfylq-E.

15. “David Letterman Reacts to John McCain Suspending Campaign.”

16. “David Letterman Reacts to John McCain Suspending Campaign.”

17. “David Letterman Reacts to John McCain Suspending Campaign.”

18. “David Letterman Reacts to John McCain Suspending Campaign.”

19. Mark Zuckerberg, “Thoughts on Beacon,” The Facebook Blog, Facebook, December 5, 2007, http://blog.facebook.com/blog.php?blog_id=company&blogger=4.

20. Mark Zuckerberg, “Our Commitment to the Facebook Community,” The Facebook Blog, Facebook, November 29, 2011, http://blog.facebook.com/blog.php?post=10150378701937131.

21. Amy Zalman, Countering Violent Extremism: Beyond Words, Policy Paper (EastWest Institute 2008), i.

22. Zalman, i.

23. Zalman, 2.

24. Zalman, 10.

25. Zalman, 2.

26. United States Department of State, Words That Work and Words That Don’t: A Guide for Counter Terrorism Communication, Internal Advisement, United States Department of State, March 14, 2008, www.investigativeproject.org/documents/misc/127.pdf.

27. Michael G. Mullen, “Strategic Communications: Getting Back to Basics,” Joint Force Quarterly, 55 (2009), 4.

28. Mullen, “Strategic,” 4.

29. Zalman, 20-21.

30. Mullen, “Strategic,” 4.

31. Mullen, “Strategic,” 4.

32. Mullen, “Strategic,” 4.

Chapter 2

1. Barry Mike, “The Making of a Minor Communication Disaster (1): It’s Not What You Say, It’s Who You Are,” Web log post, Strategic Leadership Communication, April 20, 2011, http://strategicleadershipcommunication.com/2011/04/20/the-making-of-a-minor-communication-disaster-1-it%E2%80%99s-not-what-you-say-it%E2%80%99s-who-you-are/.

2. Mike, “The Making (1).”

3. Mike, “The Making (1).”

4. Barry Mike, “The Making of a Minor Communication Disaster (2): It’s Not What You Say, It’s Who You Are,” Web log post, Strategic Leadership Communication, April 20, 2011, http://strategicleadershipcommunication.com/2011/04/20/the-making-of-a-minor-communication-disaster-2-it%E2%80%99s-not-what-you-say-it%E2%80%99s-who-you-are/.

5. Mike, “The Making (2).”

6. Mike, “The Making (2).”

7. Mike, “The Making (2).”

8. Mike, “The Making (2).”

9. Barry Mike, “The Making of a Minor Communication Disaster (3): It’s Not What You Say, It’s What You Symbolize,” Web log post, Strategic Leadership Communication, April 20, 2011, http://strategicleadershipcommunication.com/2011/04/20/the-making-of-a-minor-communication-disaster-3-it%E2%80%99s-not-what-you-say-it%E2%80%99s-what-you-symbolize/.

10. Jessie Becker, “Netflix Introduces New Plans and Announces Price Changes,” Web log post, The Netflix Blog, Netflix Inc., July 12, 2011, http://blog.netflix.com/2011/07/netflix-introduces-new-plans-and.html.

11. Becker, “Netflix.”

12. Becker, “Netflix.”

13. Becker, “Netflix.”

14. Becker, “Netflix.”

15. Becker, “Netflix.”

16. Aimée Reinhart Avery, “Re: Netflix Introduces New Plans and Announces Price Changes,” Web log comment, The Netflix Blog, Netflix Inc., July 13, 2011, http://blog.netflix.com/2011/07/netflix-introduces-new-plans-and.html.

17. Craig Harkins, “Re: Netflix Introduces New Plans and Announces Price Changes,” Web log comment, The Netflix Blog, Netflix Inc., July 13, 2011, http://blog.netflix.com/2011/07/netflix-introduces-new-plans-and.html.

18. Greg Heitzmann, “Re: Netflix Introduces New Plans and Announces Price Changes,” Web log comment, The Netflix Blog, Netflix Inc., July 13, 2011, http://blog.netflix.com/2011/07/netflix-introduces-new-plans-and.html.

19. James E. Lukaszewski, Influencing Public Attitudes: Direct Communication Strategies That Reduce the Media’s Influence on Public Decision-Making, Leesburg, VA: IAP, 1992.

20. Reed Hastings, “An Explanation and Some Reflections,” Web log post, The Netflix Blog, Netflix Inc., September 18, 2011, http://blog.netflix.com/2011/09/explanation-and-some-reflections.html.

21. Hastings, “An Explanation.”

22. Hastings, “An Explanation.”

23. Hastings, “An Explanation.”

24. Hastings, “An Explanation.”

25. Patrick Seitz, “Netflix Tries Damage Control; Qwikster Doesn’t Help,” Investor’s Business Daily, Investor’s Business Daily, Inc., September 19, 2011, http://news.investors.com/Article/585222/201109191639/Netflix-Apologizes-To-Customers-Then-Angers-Them.htm.

26. David Pogue, “Parsing Netflix’s ‘Apology,’” The New York Times, September 22, 2011, http://pogue.blogs.nytimes.com/2011/09/22/parsing-netflixs-apology/.

27. Pogue, “Parsing.”

28. Pogue, “Parsing.”

29. Pogue, “Parsing.”

30. Reed Hastings, “DVDs Will Be Staying at Netflix.com,” Web log post, The Netflix Blog, Netflix Inc., October 10, 2011, http://blog.netflix.com/2011/10/dvds-will-be-staying-at-netflixcom.html.

31. Hastings, “DVDs.”

32. Hastings, “DVDs.”

33. Lori Burelle, “Re: DVDs Will Be Staying at Netflix.com,” Web log comment, The Netflix Blog, Netflix Inc., October 10, 2011, http://blog.netflix.com/2011/10/dvds-will-be-staying-at-netflixcom.html.

34. Alison Green, “Re: DVDs Will Be Staying at Netflix.com,” Web log comment, The Netflix Blog, Netflix Inc., October 10, 2011, http://blog.netflix.com/2011/10/dvds-will-be-staying-at-netflixcom.html.

35. Geoffrey Sperl, “Re: DVDs Will Be Staying at Netflix.com,” Web log comment, The Netflix Blog, Netflix Inc., October 10, 2011, http://blog.netflix.com/2011/10/dvds-will-be-staying-at-netflixcom.html.

36. Balaji Krishnapuram, “Re: DVDs Will Be Staying at Netflix.com,” Web log comment, The Netflix Blog, Netflix Inc., October 10, 2011, http://blog.netflix.com/2011/10/dvds-will-be-staying-at-netflixcom.html.

37. Holman Jenkins, “Business World,” The Wall Street Journal, August 19, 1998: A19. Print.

38. Patricia Sellers, “Something to Prove Bob Nardelli Was Stunned When Jack Welch Told Him He’d Never Run GE. ‘I Want an Autopsy!’ He Demanded,” CNNMoney, Cable News Network, July 24, 2002, http://money.cnn.com/magazines/fortune/fortune_archive/2002/06/24/325190/index.htm.

39. Del Jones and Matt Krantz, “Home Depot Boots CEO Nardelli,” USA TODAY, January 3, 2007, www.usatoday.com/printedition/money/20070104/1b_homedepotcov04.art.htm.

40. Sellers, “Something.”

41. Julie Creswell, “With Links to Board, Chief Saw His Pay Soar,” The New York Times, May 24, 2006, www.nytimes.com/2006/05/24/business/24board.html?pagewanted=all.

42. Claes Fornell, Fourth Quarter 2005, Rep., The American Consumer Satisfaction Index, February 21, 2006, www.theacsi.org/index.php?option=com_content&view=article&id=81:acsi-quarterly-commentaries-q4-2005&catid=18&Itemid=149.

43. Marc Hogan, “Big Box Battle: Home Depot vs. Lowe’s,” Businessweek, August 22, 2006, www.businessweek.com/investor/content/aug2006/pi20060821_417402.htm.

44. Creswell, “With Links.”

45. Creswell, “With Links.”

46. Joe Nocera, “The Board Wore Chicken Suits,” The New York Times, May 27, 2006, www.nytimes.com/2006/05/27/business/27nocera.html?pagewanted=all.

47. Nocera, “The Board.”

48. Nocera, “The Board.”

49. Nocera, “The Board.”

50. Nocera, “The Board.”

51. Nocera, “The Board.”

52. The Associated Press, “Home Depot Shareholders Still Seething,” MSNBC.com, June 9, 2006, www.msnbc.msn.com/id/13231109/ns/business-us_business/t/home-depot-shareholders-still-seething/.

53. Jeremy W. Peters, “Home Depot Alters Rules for Electing Its Directors,” The New York Times, June 2, 2006, www.nytimes.com/2006/06/02/business/02depot.html.

54. Joann S. Lublin, Ann Zimmerman, and Chad Terhune, “Behind Nardelli’s Abrupt Exit,” The Wall Street Journal, January 4, 2007, www2.gsu.edu/%7Ewwwseh/Behind%20Nardelli%27s%20Abrupt%20Exit.pdf.

55. Julie Creswell and Michael Barbaro, “Home Depot Ousts Highly Paid Chief,” The New York Times, January 4, 2007, www.nytimes.com/2007/01/04/business/04home.html?pagewanted=all.

56. Del Jones and Matt Krantz, “Home Depot Boots CEO Nardelli,” USA TODAY, January 3, 2007, www.usatoday.com/printedition/money/20070104/1b_homedepotcov04.art.htm.

57. Chuck Lucier, Steven Wheeler, and Rolf Habbel, “The Era of the Inclusive Leader,” Strategy + Business, Summer 2007, Booz & Company Inc., May 29, 2007, www.strategy-business.com/article/07205?pg=all&tid=27782251.

Chapter 3

1. “14 Days—A Timeline | The Storm | FRONTLINE | PBS,” PBS: Public Broadcasting Service, November 22, 2005, www.pbs.org/wgbh/pages/frontline/storm/etc/cron.html.

2. Federal Emergency Management Agency, National Situation Report, Rep., Department of Homeland Security, August 28, 2005, http://www.truth-out.org/sites/default/files/2005Aug28_FEMA_Natl_sitrep.pdf.

3. “14 Days—A Timeline | The Storm | FRONTLINE | PBS.”

4. The White House, Office of the Press Secretary, President Discusses Hurricane Katrina, Congratulates Iraqis on Draft Constitution, The White House, August 28, 2005, http://georgewbush-whitehouse.archives.gov/news/releases/2005/08/20050828-1.html.

5. Lisa Stark, “FEMA Was Unprepared for Katrina Relief Effort, Insiders Say,” ABC News, September 8, 2005, http://abcnews.go.com/WNT/HurricaneKatrina/story?id=1108268.

6. Von Clausewitz, On War: 87.

7. United States, Cong., Senate, Committee of Homeland Security and Governmental Affairs, Hurricane Katrina: A Nation Still Unprepared, 109th Cong., 2nd sess., S. Rept. 109-332, Washington, D.C., United States Senate, 2006: 311.

8. “14 Days—A Timeline | The Storm | FRONTLINE | PBS.”

9. Eric Lipton, Christopher Drew, Scott Shane, and David Rohde, “Breakdowns Marked Path from Hurricane to Anarchy,” The New York Times, September 11, 2005, www.nytimes.com/2005/09/11/national/nationalspecial/11response.html?pagewanted=print.

10. The Storm. Prod. Martin Smith. PBS. Public Broadcasting Service, 22 Nov. 2005. Web. http://video.pbs.org/video/1555897742/#.

11. “14 Days—A Timeline | The Storm | FRONTLINE | PBS.”

12. The Storm.

13. The White House, Office of the Press Secretary, President Outlines Hurricane Katrina Relief Efforts, The White House, August 31, 2005, http://georgewbush-whitehouse.archives.gov/news/releases/2005/08/20050831-3.html.

14. The Storm.

15. The White House, President Outlines Hurricane Katrina Relief Efforts.

16. “Leadership Vacuum Stymied Aid Offers,” CNN.com, Cable News Network, September 16, 2005, http://edition.cnn.com/2005/US/09/15/katrina.response/.

17. U.S. Department of Homeland Security, Office of the Press Secretary, Press Conference with Officials from Homeland Security, the Environmental Protection Agency, and the Departments of Health and Human Services, Energy, Transportation, and Defense, U.S. Department of Homeland Security, August 31, 2005, www.dhs.gov/xnews/releases/press_release_0724.shtm.

18. Dan Froomkin, “A Dearth of Answers,” The Washington Post, September 1, 2005, www.washingtonpost.com/wp-dyn/content/blog/2005/09/01/BL2005090100915_pf.html.

19. “Mayor C. Ray Nagin’s Interview,” The New York Times, September 2, 2005, www.nytimes.com/2005/09/02/national/nationalspecial/02TEXT-NAGIN.html?pagewanted=print.

20. The Storm.

21. “The Daily Show with Jon Stewart-9/7/05.” The Daily Show with Jon Stewart. Comedy Central. New York, New York, 7 Sept. 2005. Web. http://www.thedailyshow.com/watch/wed-september-7-2005/headlines---meet-the-f--kers.

22. The Storm.

23. “The Daily Show with Jon Stewart-9/7/05.”

24. The White House, Office of the Press Secretary, President Arrives in Alabama, Briefed on Hurricane Katrina, The White House, September 2, 2005, http://georgewbush-whitehouse.archives.gov/news/releases/2005/09/20050902-2.html.

25. Matthew Cooper, “Dipping His Toe into Disaster,” Time Magazine, September 6, 2005, www.time.com/time/magazine/article/0,9171,1101329,00.html.

26. Anjali Kamat, “Kanye West: ‘Bush Doesn’t Care About Black People,’” Democracy Now, September 5, 2005, www.democracynow.org/2005/9/5/kanye_west_bush_doesnt_care_about.

27. The White House, Office of the Press Secretary, President Addresses Nation, Discusses Hurricane Katrina Relief Efforts, The White House, September 3, 2005, http://georgewbush-whitehouse.archives.gov/news/releases/2005/09/20050903.html.

28. “The Daily Show with Jon Stewart-9/7/05.”

29. “Transcript for September 4—Meet the Press—Msnbc.com,” Msnbc.com, September 4, 2005, www.msnbc.msn.com/id/9179790/ns/meet_the_press/t/transcript-september/.

30. The Storm.

31. “Barbara Bush Calls Evacuees Better Off,” The New York Times, September 7, 2005, www.nytimes.com/2005/09/07/national/nationalspecial/07barbara.html.

32. “The Daily Show with Jon Stewart-9/7/05.”

33. “Michael Chertoff’s Announcement,” The New York Times, September 9, 2005, www.nytimes.com/2005/09/09/national/nationalspecial/09text-chertoff.html?pagewanted=all.

34. “TIME Magazine Cover: System Failure—Sep. 19, 2005,” Time Magazine, September 19, 2005, www.time.com/time/covers/0,16641,20050919,00.html.

35. “Leadership Please,” Cartoon, Time Magazine, September 19, 2005. Print.

36. Mullen, “Strategic,” 4.

37. Frank J. Navran, “If ‘Trust Leads to Loyalty’ What Leads to Trust?” Ethics Resource Center, 1996, www.ethics.org/resources/articles-organizational-ethics.a.

38. Navran, “If ‘Trust Leads to Loyalty’ What Leads to Trust?”

39. “FEMA Deputy Administrator Harvey Johnson Holds a News Briefing on the California Wildfires—Political Transcript Wire,” HighBeam Research, October 23, 2007, www.highbeam.com/doc/1P3-1370505771.html/print.

Chapter 4

1. Mark Tatge, “Can Bell Ring in New McDonald’s?” Forbes, April 19, 2004, www.forbes.com/2004/04/19/cz_mt_0419mcd2.html.

2. Tatge, “Can Bell Ring in New McDonald’s?”

3. Carol Hymowitz and Joann S. Lublin, “McDonald’s CEO Tragedy Holds Lessons for Directors,” The Wall Street Journal, April 20, 2004, http://online.wsj.com/article/0,,SB108241709119287202,00.html.

4. Hymowitz and Lublin, “McDonald’s.”

5. Hymowitz and Lublin, “McDonald’s.”

6. Hymowitz and Lublin, “McDonald’s.”

7. Melanie Warner and Patrick McGeehan, “Change at Helm, but a Steady Course at McDonald’s,” The New York Times, November 24, 2004, www.nytimes.com/2004/11/24/business/24burger.html.

8. Tom Bowman, “Videotape Reveals War’s Impact,” The Baltimore Sun, November 17, 2004, http://articles.baltimoresun.com/2004-11-17/news/0411170230_1_marine-unit-mosque-wounded.

9. “Military Investigates Shooting of Wounded Insurgent,” CNN World, Cable News Network, November 16, 2004, http://articles.cnn.com/2004-11-15/world/marine.probe_1_marine-shot-insurgents-navy-s-criminal-investigative-service?_s=PM:WORLD.

10. William Saletan, “Rape Rooms: A Chronology: What Bush Said as the Iraqi Prison Scandal Unfolded,” Slate Magazine, The Slate Group, LLC, May 5, 2004, www.slate.com/articles/news_and_politics/ballot_box/2004/05/rape_rooms_a_chronology.single.html.

11. Barbara Starr, “Details of Army’s Abuse Investigation Surface,” CNN.com, Cable News Network, January 21, 2004, www.cnn.com/2004/US/01/20/sprj.nirq.abuse/index.html.

12. “The President’s News Conference with President Vicente Fox of Mexico in Monterrey, Mexico,” The American Presidency Project, University of California, Santa Barbara, January 12, 2004, www.presidency.ucsb.edu/ws/index.php?pid=63792#axzz1c0eQJGXk.

13. The White House, Office of the Press Secretary, President Bush Discusses Importance of Democracy in Middle East, The White House, February 4, 2004, http://georgewbush-whitehouse.archives.gov/news/releases/2004/02/20040204-4.html.

14. Antonio M. Taguba, Investigation of the 800th Military Police Brigade, Rep. no. AR-15-6, U.S. Department of Defense, 2004. Print.

15. Taguba, Investigation of the 800th Military Police Brigade.

16. Taguba, Investigation of the 800th Military Police Brigade.

17. Saletan, “Rape Rooms.”

18. Saletan, “Rape Rooms.”

19. The White House, Office of the Press Secretary, President Discusses Tax Relief in Iowa, The White House, April 15, 2004, http://georgewbush-whitehouse.archives.gov/news/releases/2004/04/20040415-7.html.

20. “Kimmitt-Bayley Brief Transcript,” Coalition Provisional Authority, April 28, 2004, www.iraqcoalition.org/transcripts/20040428_Apr28_KimmittBayley.html.

21. “Army Probes POW Abuse,” 60 Minutes II, CBS News, April 28, 2004, CBS News, CBS Interactive Inc., June 14, 2006, www.cbsnews.com/video/watch/?id=614704n&tag=contentBody;storyMediaBox.

22. “Rumsfeld Says Extent of Post-War Problems Misjudged—Msnbc Tv—Hardball with Chris Matthews—Msnbc.com,” Msnbc.com, April 29, 2004, www.msnbc.msn.com/id/4865948/ns/msnbc_tv-hardball_with_chris_matthews/t/rumsfeld-post-war-problems-occupation-underestimated/.

23. The White House, Office of the Press Secretary, President Bush Welcomes Canadian Prime Minister Martin to White House, The White House, April 30, 2004, http://georgewbush-whitehouse.archives.gov/news/releases/2004/04/print/20040430-2.html.

24. The White House, President Bush Welcomes Canadian Prime Minister Martin to White House.

25. “Rice Offers Apology on Arab TV,” The Washington Post, May 4, 2004, www.washingtonpost.com/wp-dyn/articles/A1415-2004May4.html.

26. U.S. Department of Defense, Office of the Assistant Secretary of Defense (Public Affairs), Defense Department Operational Update Briefing, U.S. Department of Defense, May 4, 2004, www.defense.gov/utility/printitem.aspx?print=http://www.defense.gov/transcripts/transcript.aspx?transcriptid=2973.

27. “Transcript: President Bush’s Interview with Al Hurra TV,” The Washington Post, May 5, 2004, www.washingtonpost.com/ac2/wp-dyn/A3854-2004May5?language=printer.

28. “Transcript of President Bush’s Interview on Al Arabiya Television,” The New York Times, May 5, 2004, www.nytimes.com/2004/05/05/international/06BUSH-FULLTXT.html?ei=5070.

29. The White House, Office of the Press Secretary, Press Briefing by Scott McClellan, The White House, May 5, 2004, http://georgewbush-whitehouse.archives.gov/news/releases/2004/05/20040505-3.html.

30. The White House, Office of the Press Secretary, Press Briefing by Scott McClellan.

31. “Transcript: Bush and Abdullah in Washington,” The Washington Post, May 6, 2004, www.washingtonpost.com/ac2/wp-dyn?pagename=article.

32. Thomas L. Friedman, “Restoring Our Honor,” The New York Times, May 6, 2004, www.nytimes.com/2004/05/06/opinion/restoring-our-honor.html.

33. “Rumsfeld Testifies Before House Armed Services Committee,” The Washington Post, May 7, 2004, www.washingtonpost.com/ac2/wp-dyn/A9251-2004May7?language=printer.

34. “David Letterman Admits to Sexual Affairs with Female Staffers,” YouTube.com, October 2, 2009, www.youtube.com/watch?v=YOrNoP4dyXY.

35. “David Letterman Admits to Sexual Affairs with Female Staffers.”

36. “David Letterman Admits to Sexual Affairs with Female Staffers.”

37. “David Letterman Admits to Sexual Affairs with Female Staffers.”

38. “David Letterman Admits to Sexual Affairs with Female Staffers.”

39. “David Letterman Admits to Sexual Affairs with Female Staffers.”

40. “David Letterman Admits to Sexual Affairs with Female Staffers.”

41. “David Letterman Admits to Sexual Affairs with Female Staffers.”

Chapter 5

1. “President Obama’s Primetime Press Conference on Health Reform,” The White House, July 22, 2009, www.whitehouse.gov/video/President-Obamas-Primetime-Press-Conference-on-Health-Reform.

2. “President Obama’s Primetime Press Conference on Health Reform.”

3. “President Obama’s Primetime Press Conference on Health Reform.”

4. “President Obama’s Primetime Press Conference on Health Reform.”

5. “Pres. Obama Remarks on Cambridge, MA Police Controversy,” YouTube.com, July 24, 2009, www.youtube.com/watch?v=N7-LD-GzYKc.

6. “Obama Addresses Congress,” YouTube.com, September 9, 2009, www.youtube.com/watch?v=l3Xx4zYb3UM.

7. “Obama Addresses Congress.”

8. “Obama Addresses Congress.”

9. “Obama Addresses Congress.”

10. “Obama: Heckling the President—60 Minutes—CBS News,” CBS News, CBS Interactive Inc., September 13, 2009, www.cbsnews.com/video/watch/?id=5307333n.

11. “‘I’m Too Pretty to Do Homework’ T-shirt Yanked,” CBS News, CBS Interactive Inc., September 1, 2011, www.cbsnews.com/stories/2011/09/01/earlyshow/living/parenting/main20100427.

Chapter 6

1. Hewlett-Packard Development Company, L.P, “HP CEO Mark Hurd Resigns; CFO Cathie Lesjak Appointed Interim CEO; HP Announces Preliminary Results and Raises Full-year Outlook,” HP.com, Hewlett-Packard Development Company, L.P., August 6, 2010, www.hp.com/hpinfo/newsroom/press/2010/100806a.html.

2. Hewlett-Packard Development Company, L.P, “HP CEO Mark Hurd Resigns; CFO Cathie Lesjak Appointed Interim CEO; HP Announces Preliminary Results and Raises Full-year Outlook.”

3. Hewlett-Packard Development Company, L.P, “HP CEO Mark Hurd Resigns; CFO Cathie Lesjak Appointed Interim CEO; HP Announces Preliminary Results and Raises Full-year Outlook.”

4. “Hewlett-Packard Shares Tumble After CEO Shake-up,” Associated Press, reprinted in Bloomberg Businessweek, www.businessweek.com/ap/financialnews/D9HG0V180.htm.

5. CNET News Staff, “HP’s Letter to Employees on Hurd Resignation,” CNET News, CBS Interactive Inc., August 6, 2010, http://news.cnet.com/8301-1001_3-20012971-92.html.

6. Steven Musil, “Woman in Hurd Probe: Surprised, Saddened,” CNET, August 8, 2010, http://news.cnet.com/8301-1001_3-20012996-92.html.

7. Mary Thompson, “HP CEO Hurd’s Severance Pay Could Hit $40 Million: Experts,” CNBC, August 9, 2010, http://www.cnbc.com/id/38624369/HP_CEO_Hurd_s_Severance_Pay_Could_Hit_40_Million_Experts.

8. Henry Blodget, “Wait a Minute—Why Does Mark Hurd Get $50 Million Severance When He Lied on His Expense Report? Business Insider, August 6, 2010, http://articles.businessinsider.com/2010-08-06/tech/30038960_1_expense-reports-hp-shareholders-hp-ceo-mark-hurd.

9. Ashlee Vance, “Oracle Chief Faults HP for Forcing Hurd Out,” The New York Times, August 9, 2010, www.nytimes.com/2010/08/10/technology/10hewlett.html?ref=business.

10. Chad Berndtson, “HP Partners Wrestle with Hurd ‘Shock,’ Wonder What Comes Next,” CRN, August 6, 2010, www.crn.com/news/channel-programs/226600191/hp-partners-wrestle-with-hurd-shock-wonder-what-comes-next.htm;jsessionid=FtarGJaY5JvbJs7ecekUEw**.ecappj01?pgno=1.

11. Chloe Albanesius, “HP Shareholders Sue Board, Hurd for ‘Gross Mismanagement,’” PCMag.com, www.pcmag.com/article2/0,2817,2367786,00.asp.

12. James B. Stewart, “H-P Shake-Up Leaves Too Many Questions,” Smart Money, Dow Jones & Company, Inc., August 10, 2010, www.smartmoney.com/invest/stocks/h-p-shakeup-leaves-too-many-questions/.

13. Ashlee Vance and Matt Ritchel, “Hewlett Took a P.R. Firm’s Advice in the Hurd Case,” The New York Times, August 9, 2010, www.nytimes.com/2010/08/10/technology/10hp.html.

14. Vance and Ritchel, “Hewlett Took a P.R. Firm’s Advice in the Hurd Case.”

15. Stewart, “H-P Shake-Up Leaves Too Many Questions.”

16. Ina Fried, “HP’s Dunn Says Others Supervised Probe,” CNET News, September 27, 2006, http://news.cnet.com/HPs-Dunn-says-others-supervised-probe/2100-1014_3-6120365.html?tag=lia;rcol.

17. Sean Gregory, “Corporate Scandals: Why HP Had to Oust Mark Hurd,” Time Magazine, August 10, 2010, www.time.com/time/business/article/0,8599,2009617,00.html.

18. “Letter from Gloria Allred to Mark Hurd,” The New York Times, June 24, 2010, http://graphics8.nytimes.com/packages/pdf/business/hurd_letter.pdf.

19. Adam Lashinsky and Doris Burke, “What Really Happened Between HP Ex-CEO Mark Hurd and Jodie Fisher?” Fortune Magazine, Cable News Network, November 4, 2010, http://tech.fortune.cnn.com/2010/11/04/what-really-happened-between-hp-ex-ceo-mark-hurd-and-jodie-fisher.

20. Hewlett-Packard Development Company, L.P, “HP CEO Mark Hurd Resigns; CFO Cathie Lesjak Appointed Interim CEO; HP Announces Preliminary Results and Raises Full-year Outlook.”

21. Hewlett-Packard Company v. Mark Hurd et al., lawsuit filed in Superior Court of California, County of Santa Clara, September 7, 2010.

22. Felix Salmon, “Why Is HP Suing Hurd?” Seeking Alpha, September 7, 2010, http://seekingalpha.com/article/224217-why-is-hp-suing-hurd.

23. Oracle, “Oracle Responds to HP Lawsuit,” Oracle, September 7, 2010, www.oracle.com/us/corporate/press/170699.

24. Erica Ogg, “HP Settles with Former CEO Hurd,” CNET News, September 20, 2010, http://news.cnet.com/8301-31021_3-20016963-260.html.

25. James B. Stewart, “Voting to Hire a Chief Without Meeting Him,” The New York Times, September 21, 2011, www.nytimes.com/2011/09/22/business/voting-to-hire-a-chief-without-meeting-him.html?pagewanted=all.

26. Stewart, “Voting to Hire a Chief Without Meeting Him.”

27. Hewlett-Packard Development Company, L.P., “Léo Apotheker Named CEO and President of HP,” HP.com, Hewlett-Packard Development Company, L.P., September 30, 2010, http://www.hp.com/hpinfo/newsroom/press/2010/100930c.html.

28. Adam Lashinsky, “HP’s Curious Choice,” Fortune, Cable News Network, September 30, 2010, http://tech.fortune.cnn.com/2010/09/30/hps-curious-choice/?iid=EL.

29. Robert A. Guth, Ben Worthen, and Justin Scheck, “Accuser Said Hurd Leaked an H-P Deal, CEO Lost Out as Board Lost Faith,” The Wall Street Journal, November 6, 2010, http://online.wsj.com/article/SB10001424052748703805704575594343622319312.html?mod=WSJ_hp_LEFTTopStories.

30. Henry Blodget, “HP’s Board Finally Wises Up and Tells the Whole Story of Why It Sacked Mark Hurd,” Business Insider, November 7, 2010, www.businessinsider.com/hps-board-finally-wises-up-and-tells-the-whole-story-about-why-it-sacked-mark-hurd-2010-11.

31. Blodget, “HP’s Board Finally Wises Up and Tells the Whole Story of Why It Sacked Mark Hurd.”

32. Jay Yarrow, “Finally, We Learn the Real Reason Mark Hurd Got Fired,” Business Insider, November 7, 2010, www.businessinsider.com/mark-hurd-fired-letter-2010-11.

33. Maureen O’Gara, “Hurd Reportedly Leaked EDS Deal,” SysCon, November 8, 2010, http://hp.sys-con.com/node/1601709.

34. Julianne Pepitone, “4 HP Directors Step Down After Hurd Scandal,” CNNMoney, Cable News Network, January 20, 2011, http://money.cnn.com/2011/01/20/technology/HP_board_of_directors/index.htm.

35. Nick Winfield, “Meg Whitman Is Named Hewlett-Packard Chief,” The New York Times, September 22, 2011, www.nytimes.com/2011/09/23/technology/whitman-expected-to-be-named-at-hp.html?pagewanted=all.

36. Poornima Gupta, “Analysis HP: Dial M for Mayhem,” Reuters, August 21, 2010, www.reuters.com/article/2011/08/21/idUSN1E77K05S20110821.

37. Hewlett-Packard Development Company, L.P., “HP Names Meg Whitman President and Chief Executive Officer,” HP.com, Hewlett-Packard Development Company, L.P., September 22, 2011, www.hp.com/hpinfo/newsroom/press/2011/110922xb.html.

38. Hewlett-Packard Development Company, L.P., “HP to Keep PC Division,” HP.com, Hewlett-Packard Development Company, L.P., October 27, 2011, http://www.hp.com/hpinfo/newsroom/press/2011/111027xa.html.

39. Stewart, “Voting to Hire a Chief Without Meeting Him.”

Chapter 7

1. Telephone interview, December 14, 2011.

2. Telephone interview, December 14, 2011.

3. Telephone interview, December 14, 2011.

4. Telephone interview, December 14, 2011.

5. The King’s Speech, Dir. Tom Hooper, Perf. Colin Firth, Geoffrey Rush, and Helena Bonham Carter, UK Film Council and The Weinstein Company, 2010, DVD.

6. Raleigh Mayer, Protecting Your Professional Brand, New York: Raleigh Mayer Consulting, 2008.

7. Personal interview with the author, December 14, 2011.

8. “Andy Kaufman: Mighty Mouse Original (Here I Come to Save the Day),” YouTube.com, October 13, 2011, www.youtube.com/watch?v=kGx94VPb8V8.

9. “Andy Kaufman: Mighty Mouse Original (Here I Come to Save the Day).”

Chapter 8

1. Casablanca. Dir. Michael Curtiz, Perf. Humphrey Bogart, Ingrid Bergman, Paul Henreid, Claude Rains, Conrad Veidt, Sydney Greenstreet, Peter Lorre, S. Z. Sakall, Dooley Wilson, John Qualen, Leonid Kinskey, Curt Bois, Helmut Dantine, Marcel Dalio, Ludwig Stossel, Frank Puglia, and Dan Seymour, Warner Bros. Pictures, Inc., 1942, Film.

2. Casablanca.

3. Casablanca.

4. George Lakoff and Mark Johnson, Metaphors We Live By: 1.

5. Lakoff and Johnson, Metaphors We Live By: 1.

6. Lakoff and Johnson, Metaphors We Live By: 196.

7. George Lakoff, Women, Fire, and Dangerous Things: What Categories Reveal About the Mind, Chicago: University of Chicago Press, 1987: 380-381.

8. Lakoff, Women, Fire, and Dangerous Things: 381.

9. George Lakoff and Mark Johnson, Philosophy in the Flesh: The Embodied Mind and Its Challenge to Western Thought, Basic Books, 1999: 10-11.

10. George Lakoff, Don’t Think of an Elephant! Know Your Values and Frame the Debate, Chelsea Green Publishing, 2004: 3.

11. Lakoff, Don’t Think of an Elephant!: 3.

12. Lakoff, Don’t Think of an Elephant!: 3-4.

13. Lakoff, Don’t Think of an Elephant!: 24.

14. Lakoff, Don’t Think of an Elephant!: 24.

15. Lakoff, Don’t Think of an Elephant!: 25-26.

16. Paul H. Thibodeau and Lera Boroditsky, 2011, “Metaphors We Think With: The Role of Metaphor in Reasoning,” PLoS ONE 6(2): e16782, doi:10.1371/journal.pone.0016782: 6-7.

17. Thibodeau and Boroditsky, “Metaphors We Think With: The Role of Metaphor in Reasoning.”

18. Virginia Postrel, “The Next Starbucks? How Massage Went from the Strip Club to the Strip Mall,” The Atlantic, July/August 2006, http://dynamist.com/articles-speeches/atlantic/massage.html.

19. Postrel, “The Next Starbucks?”

20. Postrel, “The Next Starbucks?”

21. Postrel, “The Next Starbucks?”

22. Postrel, “The Next Starbucks?”

23. Gail T. Fairhurst and Robert A. Sarr, The Art of Framing: Managing the Language of Leadership, Jossey-Bass, 1996: 87.

Chapter 9

1. Jeremy Rifkin, The Empathic Civilization: The Race to Global Consciousness in a World in Crisis, Penguin, 2009: 83.

2. Rifkin, The Empathic Civilization: 83.

3. Rifkin, The Empathic Civilization: 83.

4. “New Science Changes the Persuasion Game,” Web log post, The 7 Triggers to Yes, ProEd Corporation, November 15, 2010, http://the7triggers.com/blog/page/2/.

5. Rifkin, The Empathic Civilization: 83.

6. Lakoff, Don’t Think of an Elephant!: 19.

7. William Shakespeare and Claire McEachern, The Life of King Henry the Fifth, New York: NY: Penguin, 1999: 83-84.

8. Chana Gazit and Daniel Gilbert, “Facing Our Fears.” The Emotional Life, Dir. Chana Gazit, Public Broadcasting Service, January 6, 2010, Hulu, www.hulu.com/watch/227956/this-emotional-life-facing-our-fears.

9. Daniel Goleman, lecture, “Emotional Intelligence or Behavioral Control? (part 1),” YouTube.com, March 18, 2010, www.youtube.com/watch?v=LTItzKrNX68.

10. “Emotional Intelligence or Behavioral Control? (part 1).”

11. “Emotional Intelligence or Behavioral Control? (part 1).”

12. “The Invisible Gorilla by Chris Chabris & Daniel Simons,” YouTube.com, April 18, 2011, www.youtube.com/watch?v=D_m_9N_3u7o.

13. “The Invisible Gorilla by Chris Chabris & Daniel Simons.”

14. Robert H. Margolis, Hearing Journal, Volume 57, Issue 6, June 2004: 10.

15. “GE’s Jeff Immelt on the 10 Keys to Great Leadership,” Fast Company, April 2004: 96.

16. Harry McGurk and John MacDonald, “Hearing Lips and Seeing Voices,” Nature, December 1976: 264, 746-748.

17. Lawrence Rosenblum, interviewed on BBC Horizon television program, October 24, 2010.

18. “Macworld San Francisco 2008—The MacBook Air Intro (Pt. 1),” YouTube.com, January 15, 2008, www.youtube.com/watch?v=OIV6peKMj9M.

19. “Memorable Quotes for Duck Soup,” IMDB.com, www.imdb.com/title/tt0023969/quotes.

20. “Macworld San Francisco 2008—The MacBook Air Intro (Pt. 1).”

21. “Macworld San Francisco 2008—The MacBook Air Intro (Pt. 1).”

22. “Macworld San Francisco 2008—The MacBook Air Intro (Pt. 1).”

Chapter 10

1. Warfighting, 51.

2. Augustine, On Christian Teaching, Trans. R. P. H. Green, Oxford, England: Oxford UP, 1997: 117.