Archive for the ‘Crisis/Issues Management’ Category

  • Social Media Can Help U.S. Military Win War of Ideas In Muslim World

  • Wednesday, September 9th, 2009
  • There is a fascinating piece in Wednesday’s NY Times that examines efforts by the U.S. military to come to terms with the use of social networks by military personnel.

    At first glance, it would seem that blogging and Tweeting by soldiers present an array of very real threats to military operations. The potential for the inadvertent release of confidential information, attacks on military networks by assorted malware and simple violations of decorum argue for strict limits on how uniformed personnel can use military internet connections to take part in burgeoning social networks.

    Surprisingly, perhaps, many enlightened senior military officers advocate for a liberal policy to allow soldiers to stay connected to friends and family back home, entice new recruits and help shape public opinion about the military.

    Yet another potential benefit to U.S. interests is not being publicly explored, however, even though it should a key argument for allowing soldiers to have reasonable access to social networks.

    The war of ideas being fought by extremists in Muslim nations to enlist new recruits is a theater of war of deep concern to military strategists. Rightly so, they recognize that the only way to decisively win the war on terror is to dissuade new young people from the joining the ranks of extremism and violence.

    Is there a better, more accessible way to offer these young people a glimpse of life within free societies than to surround them with the human and genuine voices of real soldiers who are now being demonized as the enemy?

    The military is already using Twitter and YouTube in an official way for this purpose, but those efforts don’t go far enough. They don’t take full advantage of the power of open and free speech to sway people to the “right” ideas, and the unique platforms created by social networks for engaging in open dialogue. It would certainly sometimes be messy, and a strategy of allowing soldiers to engage in these dialogues is not without risk. But given the limited tools now available for the U.S. military to reach the Muslim Street, this should be a factor in the military’s decision about setting social media limits.

  • Health Insurance Companies Fall Flat with Ineffective PR Strategies

  • Friday, August 14th, 2009
  • Health insurance companies have never been noted for their public relations savvy. Who doesn’t have a nightmarish tale about an interaction with their insurer over a bill or coverage? The industry’s commitment to customer “disservice” is too widespread to be an accident. These guys want to make it impossible to deal with them, and, as a result, are widely disdained by the American public.

    Their stumbling and mumbling through the current health care debate, though, may set a new standard for communications incompetence.

    With the intense emotion and rhetoric surrounding the debate in Washington and in communities everywhere this August, everyone is pointing fingers and trying to identify the real culprit behind our nation’s broken health-care financial model. The ultimate policy outcome will be driven as much by perception and image as it will be by lobbying and political brokering. And while I have no insight into the deals being hammered out behind closed doors in Washington, there is no doubt that insurance companies are being successfully painted as the bad guys. The consequences for the industry if this stands will be profound. (more…)