Archive for the ‘Crisis Communication’ Category
Update: Humility, Humiliation, and Self-Inflicted Harm: Illinois Governor Rod R. Blagojevich
‘Nuff said….
Fred
When a Tweet From Mumbai Reaches Around the World
Mumbai by karmadude, under a Creative Commons license
Like many people in the U.S., I was out of town for Thanksgiving when I heard about the Mumbai attacks last week. After a Wednesday afternoon spent grocery shopping in Denver, CO, my family and I returned to my relatives’ house, turned on the news, and saw our first reports about the horrific attacks on CNN. Trying to learn more, I pulled up Twitter on a laptop, and searched for reports about what was happening. A flood of information started coming in.
Apparently, I wasn’t alone in using Twitter to follow the crisis. Twitter is a social networking tool that allows users (“Twitterers”) to post 140-character updates (or “tweets”) to their followers (or the public – over 80% of the 6 million users have public pages), either online, via text message or through other tools. This New York Times article notes that, “At the peak of the violence, more than one message per second with the word ‘Mumbai’ in it was being posted to Twitter.” Approximately 80 tweets were sent via SMS (text message) every five seconds (CNN).
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A Call For Global Leadership
When the U.S. economy sneezes, the rest of the world catches cold.
When the U.S. economy catches cold, the rest of the world faces an outbreak.
The credit crisis that started in the U.S. and traveled around the world had already made French, German and British economies suffer massive bailouts, forced the government of Iceland to seize its three largest banks, deepened economic deterioration in Hungary, Poland, Ukraine and questioned economic stability of emerging markets in China, Brazil, Russia and South Korea. (more…)
Crisis Management: Thinking Clearly
The Global Financial Market Melt-Down
I’ve been at a loss about whether or what to blog about the financial crisis, for several reasons.
- First, our firm’s largest sector is finance/investments/insurance, and we’ve been up to our eyeballs, on things we can’t talk about.
- Second, the policy prescriptions for solving the problem have become embroiled in the presidential election campaign. We try very hard not to be overtly political in our work, and opining on the policy prescriptions risked getting into the presidential election scrum.
But today there’s a teachable moment, so I’ll pounce.
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When Rumors Have Legs
It was like a bad game of telephone. An old Chicago Tribune article about United Airlines filing for bankruptcy protection in 2002 either did or didn’t reappear on the Web site of the South Florida Sun-Sentinel newspaper last weekend. United says it did, the Sun-Sentinel says it was an old archived story that was mistakenly picked up by Google as a new story after it appeared in its “Popular Stories” section. (Read Google News’ explanation here.) A research firm, Income Securities Advisors, found the story when it did a search on bankruptcies. The research firm then posted it on Bloomberg News, thinking it was breaking news.
Innocent mistake? Well, instead of mishearing the details of the weekend from a friend of a friend of a friend (and no one being the worse for wear), the airline suffered a nearly 75% loss of the value of its stocks in less than an hour before trading was halted on Nasdaq. The stock ended up mostly rebounding by the end of the day – once United corrected the reports and trading resumed – but still closed at a loss.
Everyone is now pointing fingers, and the SEC has begun an “informal investigation” into the matter. (more…)
Emotions are Stubborn Things, Part 1
“Facts are stubborn things; and whatever may be our wishes, our inclinations, or the dictates of our passion, they cannot alter the state of facts and evidence.”
– John Adams, ‘Argument in Defense of the Soldiers in the Boston Massacre Trials,’ December 1770
By now, as we face the final run-up to the November election, most of us have heard more than enough about the presidential horserace. Lately, though, I can’t get a certain politically embedded mantra out of my head. So, with that as my mental soundtrack, I’ll share a few thoughts on politics and communication.
“Facts are stubborn things.” Have you heard this one?
It’s one “sticky” phrase. At least three presidents, including John Adams (see above), and one former presidential candidate (who will remain nameless) have warned us about the redeeming intransigence of facts, and legions of pundits and citizen bloggers have chimed in for the chorus during the current election cycle. Google “facts are stubborn things,” and you’ll get 71,800+ results, most of which landed in cyberspace in the last two years.
So, here’s my question: Are facts the only stubborn things?
Humility Update: John Edwards
Here We Go Again
This blog has noted that without a dollop of humility, leaders are at risk of humiliation.
Also that most crises are self-inflicted, and that the timeliness and quality of the response are more predictive of reputational harm than the severity of the underlying event.
We see all three of these principles at play in the John Edwards scandal. (more…)
Worth Reading: Countering Violent Extremism: Beyond Words, by Amy Zalman, Ph.D.
Countering Violent Extremism: Beyond Words
by Amy Zalman, Ph.D., EastWest Institute.
Words matter.
Words shape world views. Words provoke action and reaction, which in turn provoke more words. Getting the words right is critically important. Getting the action right is also critically important. And aligning the words and actions is even more important.
Much public diplomacy and other national and international discourse of the U.S. government in recent years has gotten it wrong.
A new policy paper by a Dr. Amy Zalman, published by the EastWest Institute, highlights the mis-steps of the recent past and prescribes solutions for future public discourse.
Dr. Zalman is a senior strategist at Science Applications International Corporation (SAIC), where she focuses on trans-culturally astute research for U.S. government clients. She also writes the “About Terrorism” reference website for New York Times online division About.com. She has a Ph.D. in Middle Eastern and Islamic studies from NYU and is highly proficient in Arabic. I met her when we were NYU faculty colleagues.
In reading Dr. Zalman’s assessment of and prescriptions for future public diplomacy I was struck by how much her underlying philosophy aligns deeply with Logos Institute’s own philosophy about communication as an instrument of strategy. And also how her assessment provides valuable insights not only on ways to counter extremism, but also on best practices in strategic communication across a range of disciplines. (more…)
Rumor Control: Keeping Momentum in a Presidential Campaign
Senator Barack Obama yesterday announced an effort to deal with rumors in a timely way, to prevent them from taking hold and throwing his campaign off balance.
He’s right to be so concerned. Rumors can throw a presidential campaign off its game, and provide adversaries, critics, and opponents with a first-mover advantage that’s hard to beat. The last 20 years teach a great deal about the importance of effective rumor control.
The Secret of Quick Response
Humility Update: Pope Benedict XVI
Pope Benedict XVI dazzled New York and Washington this week, both with the majesty of his office and with his personal humility. The latter confounded expectations.
I have not been a particular fan of the man who is now Pope. When he was known as Cardinal Joseph Ratzinger, head of the Vatican’s Congregation for the Doctrine of the Faith, he was considered by many to be the then-Pope’s enforcer. In November, 2002, some six months after the Boston Globe broke the story of systemic problems of child sexual abuse in the US Church, Cardinal Ratzinger said, according to the New York Times:
“’In the United States, there is constant news on this topic, but less than 1 percent of priests are guilty of acts of this type,’ he said in November 2002 during a visit to Spain. ’Therefore, one comes to the conclusion that it is intentional, manipulated - that there is a desire to discredit the church.’”