Crisis Management 3.0: Between robots and big data, what’s left for humans?

I like to spread the idea that robots will soon be able to manage corporate crises thanks to big data, metadata, IT improvement such as blockchain and artificial intelligence, and especially to deep learning. It always blows public relations professionals and managers away! But the fundamental question persists: What will remain for humans in crisis management when robots take over?

Understanding crisis management differently
This Tuesday May 15, I will be speaking on the crisis management new challenges before the Montreal Chamber of Commerce (CCMM). This is a unique opportunity for SME executives and public relations managers to understand the implications of IT improvement in business communication and discover new tools for crisis management.

The crises 3.0 appeared chronologically after the crises 1.0 and 2.0. The evolution model of crisis management that I will be proposing for the first time before the CCMM, generally follows the marketing evolution model and the WWW one. My model is strategically adapted to the distinct environment of crisis management and halfway between practice and applied research.

gestion de crise


What is Crisis Management 3.0?

Companies are operating into a high-speed era as the rapid spread of information, rumours, and fake news on social networks increases the risk of major organizational crises. To face this new reality, business managers must now adopt new tactics of crisis management, new IT tools, and adapt very quickly to any eventuality to protect the reputation of their organization. Big data and artificial intelligence turn out to be valuable allies.

For example, in a recent PwC/Harvard study, 65% of CEOs admitted to having experienced a crisis in the last three years and 73% said they thought their company would face at least one crisis in the next three years . These figures reflect the uncertainty climate experienced by business leaders in recent years. Add to this climate of uncertainty a lack of knowledge about recent technological changes so that managers face a great deal of stress. According to a recent study in Reputation Today and Forbes, public relations and crisis management would be the sixth most stressful job after being a police officer, pilot, firefighter, and military.

Have you missed Crisis Management 1.0 and 2.0?
No, you haven’t missed anything! In fact, you may have experienced crisis management 1.0 and 2.0 without naming the concepts. Crisis management 3.0 is an update of version 2.0 (based on web 2.0, which is associated to social networks and participative internet) and 1.0 (behaviour oriented, where the manager practices in empathy, transparency and emotional intelligence). This model is adapted to technological changes and other aspects related to business operations. While focusing on the crisis manager and his/her team, it integrates big data and AI. It also focuses on listening to all decisive factors such as societal and environmental values, stakeholders and the exchange between these factors and organisations.

Do the new tools help lower the managers’ stress?
More than ever, managers are facing an increasingly fast-paced way of professional life, where technological tools confine them to 24/7 availability where work comes first. Studies confirm, managers and PR managers have never been so stressed on an ongoing basis. The answer is yes, the new tools help reduce managers’ stress during corporate crises.

Why SME managers should be interested in crises 3.0
We often hear the inaccurate statement: “Big data is for big international companies and it only affects social networks”. Big data, metadata, artificial intelligence and deep learning concern many business units, if not the whole organisation, especially business communication and marketing. Crisis management 3.0 includes an important crisis preparation component and this stage is also very useful to the business communication strategy. Although the jump is sometimes considered expensive in time and money, the return on investment is easily demonstrable.

Next step for you
You want to understand what is crisis management 3.0 and its implications for your organizational strategy. You would like to speak with a crisis management specialist about technological changes. You want to know more about crisis 3.0 readiness. Come to the Montreal Chamber conference this Tuesday or send me a message.

 

Le côté sombre des RP en Chine

On croyait jusqu’à tout récemment que la censure chinoise était la seule entrave à la communication bi-directionnelle symétrique et un véritable dialogue entre les entreprises et leurs parties prenantes dans la plus grande deuxième économie du monde. 

Mais voilà que les “Black PR” se sont malheureusement invitées dans la encore jeune industrie des relations publiques en Chine. Les “Black PR” sont le côté sombre des relations publiques, le côté sombre de la force, où la corruption, les pots-de-vin,  les mensonges, les stratégies et tactiques non-éthiques règent. De manière concrète, toutes actions pour démolir les concurrents ou protéger son image de manière malhonnète. 

Black PR firms provide client companies with both post deletion services to help them escape negative news stories, and some also provide placement for soft ads and hit pieces attacking competitors. The top black PR firms can offer these services even for stories posted to China’s most popular news portals.

TechInAsia.com – Février 2013

Quelques cas ont été rendus publics en Chine, des accusations au criminel ont même été initiées. Ce qui n’a tristement rien changé. Des journalistes qui ont dénoncé ces pratiques ont même vu leurs articles effacés du site internet de leur journal. Le célèbre cas du magazine Caixin qui dénonçait l’effacement de posts en échange d’argent noir pouvant atteindre jusqu’à 1500 $ /post a été rapidement effacé. L’article intégral du magazine Caixon a été heureusement sauvegardé sur le site internet du New York Times en chinois. 

D’autres exemples indiquent que l’effacement de posts ou d’articles étaient exigés aux administrateurs de sites internet avec de faux papiers et étampes du gouvernement. Comme tous les cas de corruption et d’actions non-éthiques, il y a toujours des clients, et on parle de gros noms comme China Mobile, Pizza Hut, des politiciens, des chefs de police.

La corruption et les pots-de-vin avec des hauts fonctionnaires pouvait même contribuer à ajouter des mots-clés dans la liste des mots-clés censurés par les moteurs de recherche, tel que Baidu, le Google chinois. Donc, votre post ne plaît pas à certains, on bloque un mot dans votre post et le tour est joué, votre post est bloqué ou effacé. 

Les agences de “Black PR” n’offrent pas juste de bloquer ou d’effacer des posts, mais aussi d’initier des rumeurs et même des crises.

La population chinoise assiste à la naissance d’au moins une crise par semaine, et tout part très souvent des réseaux sociaux. Quand une rumeur bien structurée et crédible naît sur Weibo, le Twitter chinois, il peut y avoir des dizaines de millions de personnes qui lisent le post, la rumeur devient vite une crise nationale, une catastrophe pour la réputation de l’entreprise. Et la gestion de crise n’en est qu’à ses débuts en Chine, les gestionnaires ne savent trop comment réagir et les compagnies voient vite leurs revenus s’effondrer lors d’une crise dans l’Empire du Milieu. 

Un nombre impressionnant de grandes multinationales ont amèrement goûté à la gestion de crise en Chine : McDonald’s, WalMart, Pizza Hut, Coca-Cola, PFK, RioTinto, GlaxoSmithKline, Lamborghini, Starbucks, Carrefour, pour ne nommer qu’elles. Ces grands joueurs s’en sortent toujours puisqu’ils investissent des millions de $ en publicité pour travailler sur leur réputation pendant et après la crise. Mais imaginez l’impact pour les entreprises de plus petite taille…

C’est en créant de toutes pièces ces rumeurs et crises que les firmes de “Black PR” font de l’argent. Le dernier cas rapporté dans les médias est cette agence qui possèdent 312 comptes Weibo (Twitter chinois) et des centaines de comptes dans d’autres réseaux sociaux, avec tous ses comptes la firme rejoint 220 millions de personnes. 

Évidement, toutes ces actions sont illégales en Chine, mais elles sont malheureusement difficiles à déceler. Gardons espoir, l’industrie chinoise des relations publiques évolue de plus en plus de manière éthique en respectant les standards internationaux de stratégie et tactiques. 

 

Sources : 
TechInAsia : Effacement de posts et le cas Caixin
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echInAsia : Les firmes de Black PR

PR are a way more than saving millions in adverstising!

My note to Sir Richard Branson (with all my respect) and to all the managers around the world who think that PR exist only to save money in adverstising.

I read earlier today a quote of Sir Richard Branson. I have so much admiration for this great manager, like millions of people in the world.

But when Sir Branson says that Public Relations save millions in adversiting, I just cannot stay relaxed, sitting on my chair, and say nothing!

“The head of PR is perhaps one of the most important people in a company and a good chairman will have them by their side. They are critical for managing the brand and save millions in advertising; people talking about your company is much more important than anything.” — Sir Richard Branson in http://bitly.com/19byilH.

Do I have to remind managers who attended prestigeous business schools around the world that PR are a way more than saving millions in advertising!!

In fact, PR are crucial to an organization, to any organizations. Crucial to manage relationship between an organization and its stakeholders, to create and maintain a long-term dialogue, a two-way symmetrical communication. An organization cannot live without communicating with its customers, employees, suppliers, shareholders, reporters, with all its stakeholders.

Two-way symmetrical communication : “Uses communication to negotiate with the public, resolve conflict and promote mutual understanding and respect between the organization and its stakeholders.”

Communication & relationship are natural, human. Marketing & advertising have been invented by companies to sell products.

If all managers could understand how two-way symmetrical communciation can lift long-term relationship, communication, and revenues up; that PR are more than saving money in adverstising;  that PR professionals have the ability to lead content, in good times as well as in crisis; that a mix of PR and marketing is THE key to growth, long-term growth; companies around the world could just be managed in a better way.

180 degrees | public relations becomes 180 degrees | digital strategies

It is my pleasure to inform you that 180 degrees | public relations inc. becomes 180 degrees | digital strategies inc. The new name better reflects the digital communication & eCommerce strategic consultation services we provide to our clients in Canada, Hong Kong and mainland China.

To know more about us, I kindly invite you to visit www.180degrees.asia.Image