PowerPoint At GM: How Slideshow Culture Buries Critical Information (And Costs Lives)

People are Dying.002

You’ve probably heard the phrase “death by PowerPoint,” but didn’t take it literally. No one has ever died because of PowerPoint, right? Think again. It may have happened–but probably not the way you imagined.

A post from Joseph B. White on wallstreetjournal.com asks whether General Motors’ corporate culture of over-reliance on PowerPoint presentations is responsible for their current recalls, safety scandal and, ultimately, the deaths of customers. As White explains, slideshows are a pervasive part of GM’s communications:

References to PowerPoint and “slide decks” show up throughout former U.S. Attorney Anton Valukas’s brutal, 315-page dissection of how GM executives failed to act on evidence of deadly defects in its cars. There’s a good reason. Lengthy slide presentations have been a substitute for meaningful communication at GM since before Microsoft’s ubiquitous PowerPoint software was invented.

During the late 1980s and early 1990s, company executives would lull outside directors with slide shows about their strategies to boost sales and stop growing losses in the U.S. operations – until the directors woke up as the company veered toward collapse in 1992, ousted the top management and promoted a new team committed to…changing the corporate culture.

One of the problems with relying on PowerPoint to convey critical facts or ideas that are uncertain is that the people who write these presentations often create so many slides with so many bullets that it’s hard to tell what’s important. Viewers who need to understand what’s going on would usually be better off with a written report that analyzes and distills the issues at stake instead of a barrage of bullets that are, ultimately, forgettable:

In one example of the numbing barrage of slides that obscured important information about safety risks, the Valukas report says that in March 2009, as GM was sliding toward its government-led bankruptcy, former GM CEO Rick Wagoner “may have viewed” a 72-slide presentation that mentioned, in a “back-up slide,” a change in the design to the Chevrolet Cobalt’s key that replaced a slot for attaching key rings to a small hole.

Now, of course, it’s clear those complaints were a vital clue to a grave issue. If the switch turned off just before a crash, there would be no power to the airbags, and no power assist for steering and brakes. GM now connects 13 deaths to the defect; lawyers for victims say the number is much higher.

In any case, Mr. Valukas’s report states that Mr. Wagoner doesn’t recall reviewing “any part of the slide deck.”

It’s just too easy to stop paying attention when you’re presented with such a huge amount of information (72 slides worth) that doesn’t highlight what’s really critical (like fatalities caused by something as seemingly innocuous and easy to fix as the design of a hole in a key). Why, you have to wonder, were references to deadly accidents relegated to backup slides and kept out of those shown to executives? No one at GM seems to know:

 An engineer who’d been investigating the problem presented PowerPoint slides – but apparently didn’t discuss “backup” slides that made reference to five deaths and some serious injuries.

The report details confusion among the engineers and executives over what was in the slides, which slides were presented and which were not.

One engineer told Mr. Valukas he did present the slide. Three other executives at the meeting said they didn’t recall fatalities being discussed. Others who attended the meeting said they didn’t learn about the deaths until later.

Alicia Boler-Davis, GM’s senior vice president for quality and a member of the committee, told investigators that “backup slides” to presentations usually aren’t distributed or presented, but that death and injury data “should always be included” in a discussion of a proposed recall.

Ms. Boler-Davis also told investigators “that had she known at the time of the December 17, 2013 EFADC meeting that fatalities were involved, she would have treated the issue with more urgency.”

You would certainly think that fatalities would be included in such a briefing. In his post White wonders:

What if someone had simply stood up, without a visual prop, and said: “People are dying.”

But there’s another cultural problem at GM that also seems to be responsible for allowing this scandal to grow. And evidence for it is also found in one of GM’s ubiquitous PowerPoint presentations. Looking at some of the actual slides that were released as part of a government order, it’s amazingly clear how employees were instructed to understate risks and how that policy could lead to disaster. These slides from a GM recall briefing show how their guidelines for writing internal documents–obviously intended to help protect the company from lawsuits–actually led them to avoid “emotional” words that would have helped highlight the importance of the problems they faced. Ultimately, this strategy increased the threat to GM itself and may have cost more lives.

GM Slides.001 GM Slides.002 GM Slides.003Unfortunately, this isn’t the first time that over-reliance on PowerPoint has been implicated in failed communications that led to disaster. After the loss of the space shuttle Columbia, professor Edward Tufte conducted a study of NASA communications and filed a Freedom of Information Act request that included slides that had been used in briefings about the final flight. An article from Government Executive by Shane Harris describes how:

Among those he received were three briefings to NASA senior managers by contract engineers with the Boeing Co. about possible damage to Columbia’s wing, caused by impact with foam debris.

Tufte was aghast. The slides were a muddle of banner headings and bullet points. Important findings were buried in subheadings. Information in data tables was squished into tight cells, making it hard to read. The engineers wrote in a mishmash of acronyms and parenthetical notes that didn’t clearly convey that Columbia was in danger.

“I couldn’t believe it,” Tufte recalls. So he posted the slides on the Internet.

The members of the Columbia Accident Investigation Board couldn’t believe it either. Their final report cited Tufte’s analysis and excoriated NASA for favoring slides over prosaic explanations.

The investigators singled out one slide that proved pivotal in the failure of NASA executives to grasp Columbia’s jeopardy. It is classically bad PowerPoint, a “festival of bureaucratic hyper-rationalism,” Tufte writes. It contains six levels of hierarchy: A banner title followed by a big bullet point, a dash, a diamond and a little bullet point to denote subpoints, and finally, a set of parentheses.

“It is easy to understand how a senior manager might read this PowerPoint slide and not realize that it addresses a life-threatening situation,” the Columbia investigators wrote. “The board views the endemic use of PowerPoint briefing slides instead of technical papers as an illustration of the problematic methods of communication at NASA.”

PowerPoint slides aren’t usually a matter of life and death. (In fact, a huge number of presentations don’t seem to have any reason to exist at all). But these examples of catastrophic results have a lot to teach us about how relying too much on PowerPoint can obscure what’s really important.

Instead of using slides as a container for vast amounts of data, in the place of a complex report, or as a script for a speech, try to use them as they were meant to be used–as the visual aids that accompany a presentation instead of the whole thing. Try to keep them simple in order to make the biggest impact.

After all, a slide that says “People are Dying” is pretty clear.

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