It doesn’t take a genius to tell you that the world is changing, and with it the way that crises develop. I was listening to a very engaging podcast by the Gulf News business team, with communications professional Omar Qirem (check out the post here).
While the conversation touched on a host of crisis issues and triggers, there were three big issues that are relatively new, and which are shifting the crisis communications landscape.
Hacking and Emails
Long gone are the days when whistleblowers would walk out of offices with a suitcase full of papers. Today, information is conveyed electronically, and all it took for Chelsea Manning to leak hundreds of thousands of US military documents to Wikileaks was a single USB drive. Hacking is becoming a real problem for both governments the world over, as well as corporates (just ask Sony).
Hacking is developing from the well-understood concept of the ethically-troubled whistleblower to groups-for-hire who are ready and willing to hack email servers, or public domain accounts in the search of damaging information. Hackers can also attack websites and social media accounts to fake news, or even create fake sites which are mirrored on the real thing.
We’re going to have to become more aware of these threats, and develop mitigation strategies, including better security (at the very least, please use two-factor authentication as much as you can and don’t use the same password for every single account), and also educate executives on the need to communicate differently. What you write can be leaked; are you willing to see that email on the front page of a newspaper, or a website?
The Rise of Values-Based Communication
Consumers aren’t just interested in what brands make and sell. They want to know what we stand for. This public interest has partly been driven by the political climate in the US and Western Europe and by the behavior of millennials and their increasing skepticism of established institutions. For brands, value-based communications is a key point of differentiation, particularly for industries which have been impacted by technology-driven commoditization. Think of Paul Unilever’s Polman and his passionate belief in sustainability.
Conversely, executive behavior which is looked down upon by the public can have serious business implications. Whilst the official reasons for Uber being stripped of its London license were due to questions around passenger safety and drivers’ rights, the behavior and words of former CEO Travis Kalanick haven’t done Uber any good. The apology proffered by the new CEO, Dara Khosrowshahi, seems to have gone a long way to defusing some of the tension between Uber and Transport for London which oversees the company’s license to operate.
Data and Online Regulation
We’ve been living in the internet age for over two decades now, and business has benefited from a relative lack of legislation and regulation about what can and can’t be done online, particularly with data. That has slowly changed as governments have sought to understand how the internet has changed our lives. Upcoming legislation in Europe, the General Data Protection Regulation (GDPR), is going to change how corporations monitor and store data (it’s been covered in some detail by Rachel Miller for the CIPR). There’s no doubt in my mind that the online and social media networks will also have to deal with more governmental oversight. There’s been a string of scandals around issues such as extremist content on YouTube, Facebook and the Trump election, and Twitter’s lack of action on far-right hate speech.
Whilst I’m certain that more regulation is coming, and soon, it’s far too early to say how this will change how we as communicators operate online. There will be more data-related crises, either due to how data is collected and used, or due to an inability to adhere to these new rules.
As always, I’d love to know your thoughts. What issues do we need to better understand when it comes to modern-day crises? Please do share with me your thoughts.