Monthly Archives: February 2013

Just social media crises, or crisis for social media as well?


twitter logo map 09

twitter logo map 09 (Photo credit: The Next Web)

If you are a student of social media, its pleasure and pain points – by now you would be well aware of the ‘attacks’ or ‘hacks’ on the twitter accounts of prominent brands like @burgerking and @jeep.

You can read about the @bugerking part of the story here http://mashable.com/2013/02/18/burger-king-twitter-account-hacked  at @mashable

Online attacks of such nature are not completely surprising, given that the cyber world is getting to another place for brands to fight and fist it out. This is a world where every countries are resorting to cyber-warefare, so why blame the poor brands and their online army who try out the best to bring down competition. (Fact is, such attacks on brand online properties will only see an upswing now on).

Yet, what came as a huge surprise was 140-character powerhouse twitters statement after these attacks on the likes of @burgerking and @jeep.

In a statement published at twitter’s blog, users of the platform were advised on how to keep their passwords secure, and the kind of computers one should etc. You may see the statement here http://blog.twitter.com/2013/02/a-friendly-reminder-about-password.html

Given the un-swerving loyalty of millions of users and thousands of brands across the globe to its platform, @twitter could have done well in also stating facts about how such attacks happen at the first place, and more than that, what preventive measures it plans to have in place to protect its users.

In addressing any crisis, it’s useful to caution the stakeholders and help such situations/incidents from recurring.

But, another cardinal rule in crisis management/communication is to be forthcoming & clear as to what went wrong in specific cases – a simple statement of facts and events leading to a crisis, and added to that assurance that incidents of similar nature will not recur.

It’s about being loud and clear that everything needed to protect the ‘information integrity’ of users will be done.

As of this moment, @twitter has missed the opportunity to win this battle post the hack of accounts like @burgerking and @jeep

Brands are all geared to watch for and handle social media crisis, and battle them. But the question also is what if social media platforms themselves become crisis-points?

Of terror, color and communication!


Hyderabad, Charminar

Hyderabad, Charminar (Photo credit: Arian Zwegers)

Yet again, there has been a terror strike in the capital city of the Indian state of Andhra Pradesh – Hyderabad.

As always, the ruling government and its leaders have in their ‘usual’ language condemned the act of terror with the usual vocabulary meant for such occasions – a dastardly act, an act of terror, an attack on the Indian democracy etc.

For those who observe such incidents – now happening with an alarming regularity  in India – it’s a sad and tragic sense of deja vu, that comes to haunt this country and its people again, and always.

Terrorism by the extremist elements who are against resolution of their grievances through democratic ways and means, is no less a grave problem that faces a country like India, given its history, and geo-political fit.

But more than that, what may continue to inspire such elements in continuing their thirst for blood and such inhuman acts is not just the actions by those in power.

It is equally inspired (with hesitation, one could use the world emboldened) by the confusion in communication or communication strategy by those who hold power.

The moment the unequivocal message from the ruling class is – we will not tolerate (the words in their truest sense) such acts, by whomsoever doing this – there will be a strong deterrent by the terror outfits – making them think that their ‘jehadi’ acts will not work.

Contrary to that, the communication strategy by the government is being carefully ambiguous – more keen to assuage the feeling of some sections of the society where some of these elements may belong to.

Add  to that, the new tendency of the rulers to use colors to depict the kind of terror – red, blue, green and what not.  Lack of assertiveness and conviction in articulating – with the message “irrespective of who, belonging to where” attack people in the name of religion, had clearly given more courage to such attackers, their supporters, the communities in question, and whoever give those people safe haven.

Terrorism breeds in a climate where the right words – not just verbal condemnation and routine drab statements – are used by the government and state/central administration.

Add to this the coloring attempts based on vote bank convenience – if your terror is of a certain color, then there are a hundred other factors to be seen before the right punishment is meted out…  and you keep making a perennial cocktail in which innocents lose life, and the perpetrators continue to do so at will.

In handling terrorism, and the terror elements, the choice of words matter as much as the deeds, by those holding office.

Here is a simple yet powerful example – post 9/11, President Bush said “We will make no distinction between the terrorists who committed these acts and those who harbor them.. we will hunt them down, in whichever corner of the world they may be”.

In contrast, immediately after the attacks yesterday evening in Hyderabad, India, Dr Singh Indian PM said “”The guilty will not go unpunished.”

Its so much different from “the guilty, whomsoever, will be punished quickly.” What plays in the choice of words is not the conviction to act, but what fallout usage of tough words will cause.

To take terror and its roots head on, the country and its administration first need to communicate with power and conviction.

The right actions by all concerned will be a natural fall-out.

Ambiguity in whether to really deal with such acts (color depending) will be a good recipe for empowering rogue elements.

Of papal resignation, PR & Communication!


English: Emblem of Vatican City Italiano: Embl...

English: Emblem of Vatican City Italiano: Emblema della Ciattà del Vaticano Македонски: Амблем на Ватикан {| cellspacing=”0″ style=”min-width:40em; color:#000; background:#ddd; border:1px solid #bbb; margin:.1em;” class=”layouttemplate” | style=”width:1.2em;height:1.2em;padding:.2em” | 20px |link=|center | style=”font-size:.85em; padding:.2em; vertical-align:middle” |This vector image was created with Inkscape. |} Emblem of Vatican City.svg (Photo credit: Wikipedia)

Pope Benedict has expressed his intent to move on, owing to palpable health reasons – and going by the looks of the visuals widely aired by television channels, it appears to be true. 

Late on Monday night, the Vatican has released the text of the Pope’s speech informing a close door meeting of his decision – read it here http://bbc.in/YT31jU
 
Yet, the Vatican authorities, and more-so, the communication advisers at Vatican seem to have missed a golden opportunity in seizing the moment – from a PR and communication angle!
 
Even hours after the news broke, the communications team of Vatican did not come up with a formal statement, may me with a mention of the events that led to the pope’s decision.
 
The highest religious authority of catholic Christians in the world is wanting to move on from his role, and surprisingly, his communications or pr team does not back it up with a statement of facts, and may be a succession plan with a timeline.
 
Even worse, in the news broadcast on BBC news aired this morning, a communications adviser to the pope was seen as saying that “people missed the hints thrown in by the pope in an address a couple of months back” 
 
Communication advisers are meant to simplify the messages and send it to the target audience, and not act as soothsayers or those who just dissect comments – that was the role of external communication pro’s and not the least of a Vatican communications adviser.
 
If people have to read between the line of what Pope’s say time and again, then that would be only a recipe to more confusion and a clear lack of communications authority at the papal seat.
 
It was only a few weeks back that the Pope chose to join the social media bandwagon by coming on to twitter – an acknowledgement of the changing times by none other than himself! http://bit.ly/YT4pDa
 
Yet, the team of communicators at the Vatican left the media, the believers, and people of the world guessing on the ifs and buts.
 
The Vatican’s communications team have proved that they are redundant?!
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