presentation by paul't hart at 5th workshop on strategic crisis management - oecd
TRANSCRIPT
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Paul ’t Hart Utrecht University
Netherlands School of Government Australia New Zealand School of Government
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Regulating public distress
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‘Framing’ ‘Performance’ Rituelen en symbolen Wat wordt ‘het verhaal’?
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Relentless scrutiny Rumour, speculation, allegation Reputational damage Responsibility pressures Rhetoric of change
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Need to be seen & heard: Immediate and incessant desire to know
Need to demonstrate involvement: Being ‘on scene’, ‘in tune’, ‘engaging with people’
Need to shape the frame: Must be authoritative & authentic
Need to deal with ambiguity: Threat & opportunity
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Collective stress: dealing with intense emotions (fear, anxiety, anger, loss, grief)
Control: restoring order and predictability to collective behaviour
Commitment: managing psychological contract with society
Consolidation & change: re-examination of status quo
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TIMING: CERTAINTY vs TIMELINESS STYLE: COMPETENCE vs EMPATHY COMMITMENT: PROMISE vs PRUDENCE
STRATEGY: DEFENDING vs
PROBLEMATISING STATUS QUO
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Style: logos, ethos, pathos
Symbolism: projecting strength/control vs
empathy/fallibility
Identity entrepreneurship: we/it, us/them
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Premier Anna Bligh (Qld floods):
http://www.youtube.com/watch?v=nfPXmEtyKrA
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Ronald Reagan, Challenger http://www.youtube.com/watch?v=gEjXjfxoNX
M
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Barack Obama and the Newtown school massacre
http://www.youtube.com/watch?v=vbbQ_noE
AsI
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Situational crisis
The ‘tragedy’ script=>
Challenge is to respond & recover
Institutional crisis
The ‘fiasco’ script =>
Challenge is to reassess, repent, reform recapture legitimacy
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Regulatory failure: ‘Why did government not
do what it takes to protect us against nature (and ourselves)?’
Preparedness
failure: ‘Why did government not
“see it coming” and get ready to reduce its impact?’
Tragedy, Crime, Corporate Failure:
‘Government is making the best of a terrible situation not of its own making’
Competent
response: ‘Government is doing
what it takes to restore order and control and help those in need’
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The universe of restoration Physical world: Signals, shocks, systems Citizens as victims Media report events Actors & arenas: ‘on-site’, line agencies, coordination
centers, commanders, experts Stakes: Shock absorption, community
resilience, reconstruction
The universe of brinkmanship Psycho-political world: Passions, players, positions, programs Citizens as advocates Media frame interpretations Actors & arenas: inquiries, parties, parliaments, agency
heads, spindoctors Stakes: Political & policy implications,
institutional futures
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Going public late: looking defensive
Uncontrolled formats: timing, setting, content
Technocracy: Logos only; forgetting pathos
Paternalism: Thinking the public will panic
Aloofness: Not ’being there’
Overpromising: Making impossible commitments
Defensiveness: Don’t let the lawyers control the message
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Rely on expertise about human behaviour
(rather than crude assumptions)
Make them look ‘in control’, yet human
Get them to underpromise (so you can overdeliver)
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Don’t seek to defend the indefensible or explain
the inexplicable. Get them to own up quickly, fully and genuinely
Spot opportunities in oceans of trouble (so the frame might be exploited or changed)
Have your bottom drawer well-stocked (so the system looks responsive and on the front foot)