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INCIDENT + PERCEPTION = REALITY
March 2018 will go down as a defining moment in reputation and crisis management.
It is also a defining moment in understanding perception, especially that of stakeholders and the public.
It is a key ingredient in managing a crisis, along with reputation. The Australian Cricket saga of ball tampering is a salient lesson for Australian companies, governments and organisations. Neglect, or mismanage perception and your reputation is in tatters!
Transforming to a new era in stakeholder engagement
Communication is transitioning to a ‘new era’ in service delivery efficiency and effectiveness today.
It is a ‘customer-centric’ service delivery; i.e. ‘providing the best possible customer experience (satisfaction) utilising the most efficient delivery model’. This means not only new technologies, but also a new approach to personal communication.
Innovative government today is committed to addressing this because of the rising expectations of citizens, increasing fiscal pressures and delivering technologies that enable these new ways of information management and communication.
Vacuums are good for many things – including boiling water at zero degrees. What they are terrible for is selling a message.
The now Prime Minister Turnbull came to the leadership of the nation in September last year, loosing the hounds of national expectation. Understandably he did nothing to dampen those expectations that had fairly, or otherwise, been hitched to his wagon.
Six months is a long-time in most things; even longer in politics.
In 2006 the late, great Robin Williams starred in a Barry Levinson film called Man of the Year. The premise was that a political comedy/talk show host (think Jon Stewart) runs for President, as an outsider, and wins.
Levinson thought the possibility of this actually happening so slim that he wrote in a sub-plot of irregularities in a new electronic voting system that preferences candidates with double letters in their surname (Williams’ character was Tom Dobbs) to explain how the TV star turned a wave of populist appeal into an electoral college win.
Australia’s ‘catch-up’ with the digital age highlights the power of information security to make or break your business plans today.
China’s recent cyber attack on the Bureau of Meteorology’s computers – although denied by China – is a timely reminder to all Australian businesses and governments that such actions can compromise sensitive systems across the whole public and private sectors.
Australian politics delivered not only a new Prime Minister this week, but also a salient lesson in the value of communication.
The new Prime Minister Malcolm Turnbull – Mr. Explainer, as some media commentators call him – has brought the art of leadership communication back to life. Three word slogans are no longer the answer.
Victorian business and government were delivered a wake-up call this month in crisis communication management and community engagement with the release of the Hazelwood Mine Fire Inquiry report and recommendations.
The Inquiry, headed by former Supreme Court Judge Bernard Teague AO, who also headed the Black Saturday Bushfires Royal Commission, has virtually told all companies and government that international best practice should be the operating standard with their communication and community engagement plans.
Strategic communication - where's the Whiz, Bang, Pop?
Tues 16 Sept, 2014
By Angus Nicholls
You know that you have reached middle age when you are speaking about a state election that is still 3 months away.
Having since processed this sobering realisation, I began thinking about what the common theme was that had emerged in the conversations with my contemporaries about this upcoming poll. It was that “something was missing.”
This in turn took me back to 2004. At the time I was drafting policy documents for the Federal Government to take to the upcoming election. The consistent question that was put to me during the drafting process was, “Where’s the Whiz, Bang, Pop?”
Our political system was established as an adversarial environment with the purpose of contesting ideas in a robust manner.
For the life of me however, I cannot recall one occasion in recent Australian Parliaments where this has actually happened.
It appears that the only instances of bipartisanship occur during times of tragedy and where there is only one course of action that should be adopted. This in itself is a tragedy for the functioning of our nation.
Australia is ideally placed to supply a hungry market emerging to our north
Thurs 19 June, 2014
By Angus Nicholls
It is hard to believe that the consumer class emerging from Mumbai to Shanghai will reach 3 billion people by 2030. That is a lot of mouths to feed!
Australian governments across the board have identified primary producers as being exceptionally well placed to capitalise on this dynamic in the markets to our north. But what is the most valuable role that government can play from here on out?
A key element of the governance of any government, organisation or business today is its risk register. It should be the right hand tool for Ministers, CEOs, Chairpersons, Boards, Cabinets and Advisory Committees.
It is integral to the due diligence process and provides an overview of the degree of exposure, or ‘appetite for risk’ leaders are prepared to take with a policy, project, product, service or any new initiative.
Inaugural Global Judge Comments on Strategic Communication
Thur 5 Dec, 2013
Robert Masters was one of the international judges for the inaugural Global Alliance COMM PRIX Awards announced recently.
A Fellow and a former Chairman of the Public Relations Institute of Australia and its Golden Target Awards Committee, he was selected as one of the global judges because of his extensive industry experience, especially in issues and crisis management.
Crisis Management - Spot & Stop Crises Before They Stop Your Business
Tues 27 Aug, 2013
By Robert Masters
Successful crisis management is more than just damage control. One of the critical features is the continual tracking of relevant issues and the ongoing management of an organization’s communication relationships.
Trying to do this when the crisis is in full swing is certainly leaving it too late.
Any organization with significant stakeholder and/or public exposure should have an issues management plan in place, enabling timely and efficient response, should a media crisis ensue.
In today's society, the media needs large volumes of information faster than ever before. The growth of social media and online publications is pushing the traditional media to get this information, sometimes at any cost.
In this environment, 'off the record' comments can become an easy opportunity for competitive advantage. The truth is, 'off the record' is never really 'off the record'.
It is hard to believe that the consumer class emerging from Mumbai to Shanghai will reach 3 billion people by 2050. That is a lot of mouths to feed!
Australian governments across the board have identified the national food industry as being exceptionally well placed to capitalise on this dynamic in the markets to our north. But what is the most valuable role that government can play from here on out?