Communication post COVID-19: what is the 'next …...1. Crisis communications is about acting,...
Transcript of Communication post COVID-19: what is the 'next …...1. Crisis communications is about acting,...
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Communication post COVID-19: what is the 'next normal'?
EuropCom webinar | 29 June 2020 |11:30
with Stijn Pieters and
Dr. Hugo Marynissen
PM • Risk Crisis Change
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Learning from a pandemic while preparing
for global recession
the political edition by Pieters & Marynissen
The vital importance of crisis communications
in how to cope with wicked problems through
transdisciplinary collaboration.
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Just sit back and relax, it will be fun.
Really.
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POLITICAL COMMUNICATIONS
- Putting forward problem
- Communicate position
- Persuade to adopt policy
- Attack/Defend policies
Sense – analyse/categorize – respond
Probe – sense – respond
Why crisis communications is important?
CRISIS COMMUNICATIONS
- Express emotional involvement
- Notice emotions of public
- Analyse and define uncertainty
- Take away uncertainty by:
-- Communicate unambiguous
-- Reluctance to simplify
-- Remain consistent (but agile)
Act - Sense - Respond
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The crisis cycle
Turner, 1978
Lauder &
Pieters, 2019
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Window of recovery phase: repeating pattern + evocative +
emo/ethics
thus: Trust
Crisis phase (Hell / Recovery): failing leadership expressed by
partners
thus: Trust
Adjusting phase: not the right manager for the adjusted objectives
thus: Trust
Why politicians loose their job over crisis communications?
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Do we live in an ordered world where exceptionally things become chaotic?
(Option 1)
(OR)
Do we live in a chaotic world where we manage to create a few oases of
order?
(Option 2)
Summary
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Tame problems need a rational
power.
A manager providing the right
process.
Critical problems need a coercive
power.
A commander providing the answer.
Wicked problems need an emotional
power.
A leader asking the right question.
Politicians are ‘crisis managers’. What is that?
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It’s a wicked problem…
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… in a chaotic univers
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PM’s catalytic framework for chaos
Ask the right questions
Marynissen & Lauder, 2018
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Governance
Operations Communication
Focus on structure
Management
Pieters & Marynissen, 2017
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Proces
Proces Proces
Proces
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van den Oord, et al. 2020
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The power of the network in a wicked problem
Cambré, Marynissen & Van Hootegem, 2020
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Identify the needs and wants of the network
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Perception
inside(crisis team)
OUR CRISIS
Perception
outside(those affected)
THE CRISIS
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3 stages of perception analysis
Collecting data Preparing adviceAnalyzing data
Brugghemans & Van Achte, 2018
Analyzing Data
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How we identify patterns & structure in a
vast amount of unstructured, raw data
Marynissen et al, 2018; 2020
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Example: Students analysis NCCN
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Key Take-Aways
1. Crisis communications is about acting, sensing and responding
meaning putting yourselves in a vulnerable position ready to earn trust.
2. Dealing with wicked problems in a chaotic universe working against
you is about asking the right questions and governing your
transdisciplinary network of networks.
3. To know your network you need data. By analysing this data you
generate crisis intelligence. Decision makers need more intelligence
and less data.
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Stijn Pieters & Dr. Hugo
Marynissen
[email protected] & [email protected]
Both on LinkedIn & Twitter
Q&A
Contact Hugo or Stijn for
- more information about current community resilience research
- PM’s innovation pipeline planning (zombie games, calamity cards...)
- training and exercising crisis management & communications structure
- coaching and consulting for crisis planning and crisis plans
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