Communicating through chaos: What could a pandemic flu teach us

Very happy to be able to break the story about a pandemic flu exercise we conducted here at the Decision Theater at ASU.

It was an exercise that worked on several levels:

  • Strategic Planning
  • Testing Scenarios
  • Communicating with multiple groups
  • Testing a plan through systems dynamic model

I am in the Communications business, so I was keenly observing how different players interacted, assumed leadership positions, and communicated from within the ‘crisis.’

I was lucky to be the fly on the wall (the camera-toting fly, that is) so it got me thinking of the parallels there were for businesses. How do organizations communicate and act in a crisis? As in any marketing campaign or business crisis, the war room is staffed by team members who are are suddenly confronted with the need to operate without the usual props. They may have Blackberries, but the information is coming at them fast and furious through other channels. They may have strong opinions, but so too do the people across the table.

Then there was the interesting irony of some having too much information (mock TV news updates, threat levels, a web cam feed, fact sheets etc) on one side of the room, and others deprived of the usual sources of information (CNN, RSS feeds, radio etc) –all this according to plan. We hosted this event in two areas. Emergency Ops was situated in the ‘drum’ -the high-tech room with a 260-degree panoramic screen, laptops etc. Incident Command and the Executive Policy Group were situated in an adjacent conference room, tethered to the drum via a live camera feed and a land line. No cell phone communication was allowed between the rooms.

Communicators often face situations like this, albeit not in the same life-threatening context. How does a team of those representing PR, Marketing, Advertising, Web Design, HR, IT and Legal Affairs work in crisis mode, in a compressed time frame, when they barely talk to each other in normal life? We seldom act out scenarios, assuming bad things won’t happen to us. History tells us otherwise.

Unless we plan for these hypothetical ‘pandemic’ events we won’t really know. That’s the deeper meaning of strategic planning, isn’t it?

Visualization takes big leap in New York Times

Follow up to my post on storytelling using higher form of visualization. The New York Times online has started using some really mind-blowing graphics that go beyond illustrating the story. I am not even sure we could call this treatment information graphics.

Take a look at this story on disease and genetics. Redefining disease, genetics and all. The story is about disease mapping, and the illustration literally maps what disease mapping could look like visually.

You can click on Myocardial Infarction (geeky word for heart attack) and it pops up a magnifying glass that you can then move around so it shows you the relationship between the disease and, say stroke, and SARS.

This is what great story telling online has been missing –creating an experience plus context that makes it engaging, and easy to grasp quickly.

Adidas’ creative footprint

Adidas created a ‘left foot, right foot‘ event that was a brilliant way to inspire young people and be creative, without needing to run ads belaboring the point.

Called “Superstar,” it involved taking two oversized shoes –really oversized ones– and asking artists from the East Coast (the right shoe) and the West Coast (the left shoe) to customize each. Then they brought the pair together.

Lots of visual appeal, a fun event, and unlike a lot of ‘about us’ advertising, it’s breaks through the clutter.

Great picture, but what’s your story?

I wrote this article, titled “Great picture, but what’s your story?” for Communication World magazine, based on a post here on the blog. Actually three posts. This, this and this.

This is a perfect example of the ROI (if you will) of my blog. It’s place where I test ideas out in a short post which gathers steam and based on online and off line conversations, and the idea quickly takes on a second life as a column.

Download article here.

British journalist takes on Andrew Keen

If you haven’t heard of Andrew Keen, author of The Cult of the amateur he’s one of the few who take the contrarian approach to the whole Web 2.0 idea, especially open source journalism. He sees the world of new media neatly divided into professionals and amateurs, with the inmates running the asylum.

So it is fun to see someone other than those in the US, take on the contrarian. Kevin Anderson of the Guardian, and a well-known blogger in the UK calls him a ‘professional troll’ with ill conceived ideas about what’s going on around him.

He notes that “the threat to the business model of traditional journalism is not solely the fault of so-called new media, which isn’t that new unless you’ve had your head up your arse for more than a decade now.”

Great read!

Fifteen candles for the Web. Or what did Tim Berners-Lee unleash?

April 30th was a big day, in case it did not pop up in your Gmail calendar, Plaxo reminder or ToDoPub, the online to-do list.

I first heard it was the official birthday of the Web from a colleague, when he complained that someone had hacked into his web site. I suppose it was a *wicked* way of highlighting the awesome power now in our hands.

Fifteen years ago, Tim Berners-Lee unleashed this power when he applied hypertext (standing on the shoulder of Ted Nelson who conceived of the idea) and came up with the HTTP part of the web that’s almost invisible now, but knits the world together.

For some like the Magazine and Newspaper industry, ‘unleashed’ really became ‘unraveled.’ For others like Netflix, there would have been no business without this invention.

Fifteen candles later, this simple, almost invisible connective tissue of the web has reconfigured the way we communicate, market, educate and inspire each other. Oh yes, also how we find, rant, share and take notes among other things. I’ve written a lot about Wikinomics, and its malcontents and sometimes wonder if the information overload is slowing us down, rather than speeding us up. Birthdays are good times to look forward, back and sideways, aren’t they?

Recently I found an old printout of the famous “Rudman and Hart Report, (published eight months before 9/11) which had forecast in grim detail some of America’s vulnerabilities. It made a point of warning us that “new technologies will divide the world as well as draw it together.”

That irony strikes me as exactly what the web is good at –simultaneously connecting and dividing. It has made the world smaller and unified at one level, while fragmenting it into millions of niches. Or, as Thomas Friedman observed in The World is Flat, the ‘steroids’ (applications like wireless and file sharing) and the other flatteners like off-shoring, in-sourcing and open-sourcing are pulling the world in all directions. There are walled gardens like Facebook and there are open source textboooks.

And none of this could have happened without what Mr. Berners-Lee invented. Standing on the shoulder of this giant, companies such as iTunes took online music out of the the piracy world and into a business model that defies a label. Is it an application, a library, or a sharing platform? Basecamp takes files sharing into the realm of project management. There are hundreds of other examples. Without the web 1.0, there would have been no web 2.0.

As we head down the road to web 3.0, let’s tip our hats to Tim Berners-Lee.

Quotes for the week ending 3 May, 2008

“This is not an energy policy. This is money laundering.”

Thomas Friedman, on the ‘gas-tax holiday’ proposed by John McCain and Hillary Clinton.

“A widget is nothing more than a rich media ad with a ‘grab it’ button.”

Chris Cunningham of AppSavvy, in MediaPost’s Online Media Daily.

“But then a miracle happened. My computer died -like, really died.”

Christina Caldwell, in The State Press, on how how she discovered a life outside the “toxic” Internet thanks to a computer crash.

“Put up or shut up.”

Arizona’s Sheriff, Joe Arpaio, on religious, law enforcement and Hispanic leaders criticizing his immigration sweeps.

“I’m hoping that going forward, the Frank Eliasons of the world — whether they communicate via Twitter or elsewhere — will not only be commonplace but corporate priorities.”

Catherine P. Taylor, writing about the Twitter guy, Frank Eliason, at Comcast, responding to customer complaints.

“I took part in a photo shoot that was supposed to be ‘artistic’ and now, seeing the photographs and reading the story, I feel so embarrassed.”

Miley Cyrus, apologizing for the indecent exposure she gave –and got– doing an Annie Leibovitz photo shoot for Vanity Fair magazine.