Transcript of #commschat on conflict comms

This week's chat

Last week on #CommsChat, we discussed local stakeholder engagement, the social licence to operate and risk assessment in unstable political environments. @AlbanyAssociate shared their thoughts on the matter. Read more on social licence to operate and comprehensive communications.

Some highlighted tweets:

  • @albanyassociate Yes, requires power-sharing and openness to negotiation and understanding the other side. Mediators often required
  • @albanyassociate many won’t work in places ie Somalia because of the risk- but cultural understanding and clear boundaries create opportunity
  • @albanyassociate Many extractives have positive results w/ CSR but often don’t have the SLO to ensure safety or longterm success (ie In Amenas)
  • @ncardwell I’ve often found best approach often to let stakeholders tell us how/what/when they would like to be communicated with
  • @antoniosamp Useful to think local communities are not just observers or obstacles, but stakeholders.
  • @PamelaWelsh hi #commschat. I’m Pamela. Not being picky, but wonder if ppl turned off comms cos we use words like ‘stakeholder communities’

Read the full transcript:

Neil Cardwell 

Fascinating, thought-provoking #commschat tonight on some deep and important questions. Thanks to  + others for insights

CommsChat 

Do read more about ‘s work on SLO. It’s really interesting & relevant to most sectors.Thanks again and night all! #commschat

CommsChat 

We’ll be back next week with a #commschat on publicity stunts with. Check back for transcript in the morning


Albany 

Happy to be here. We believe in the importance of SLO not only for corporate sustainability but also as general good practice. #commschat


CommsChat 

Just a couple min. left with . Many thanks for your contributions tonight! Such an interesting area of work. #commschat

Albany 

If anyone is interested in sharing field experience with SLO issues or corporate/community engagement please direct message us. #commschat


CommsChat 

 A reference to Rupert Smith? Love it. #commschat


Albany 

#commschat Albany’s way to comprehensive comms: http://t.co/3h6XHdcHHv

Albany 

As mediator  likes to focus on ‘comprehensive comms’ to ensure inclusivity, 2-way dialogue #commschat


Albany 

Yes, requires power-sharing and openness to negotiation and understanding the other side. Mediators often required #commschat

CommsChat 

 maybe, but not in terms of ROI. Each side can benefit, perhaps not in terms of money, but all can achieve value #commschat

Albany 

Impossible? Probably because the relationship will always be lop-sided in terms of power #commschat

CommsChat 

Risk assessment must be ongoing in order to est. reputation of business. That in turn, keeps you safe. Time is key. #commschat

Albany 

One where everyone gets what they want! #commschat

CommsChat 

Just enough time for our final topic: What is the ideal relationship between a company and a local population? #commschat

CommsChat 

 Yes, you can work in places like that, but have to spend SO much more time understanding local sensitivities #commschat

Neil Cardwell 

 It’s important but needs thought: I sometimes wonder if ask ourselves whose/what risk we are assessing often enough #commschat

Albany 

many won’t work in places ie Somalia because of the risk- but cultural understanding and clear boundaries create opportunity #commschat


Judy Gombita 

Not surprisingly, working closely with locals . See Having a positive impact on the world,http://t.co/0eRrUbm6Ny #Commschat

CommsChat 

In , we wrote about risk assessment in July issue. Can either help or hinder a company operating in unstable areas #commschat

CommsChat 

Here’s a new angle on the subject. T5: How important is risk assessment in these situations? #commschat

Albany 

 What did  find most successful? #commschat


Judy Gombita 

When  interviewed  re:  importance of communication/working w/ local communities emphasized. #Commschat


Albany 

Many extractives have positive results w/ CSR but often don’t have the SLO to ensure safety or longterm success (ie In Amenas) #commschat

CommsChat 

Extractives companies may be effective because they have to be in their industry. What other sectors excel? Education? Health? #commschat

Neil Cardwell 

+1 (and IMHO this is how it should be!) RT : RT Often the process taken will determine the end result #commschat

Albany 

Our research, a survey of the major extractive industries’ approaches to local comms and engagement, focuses on oil/gas #commschat

Brittany Golob 

RT : Here it would be brilliant to hear from different voices in industry! #commschat


CommsChat 

RT  Here it would be brilliant to hear from different voices in industry! #commschat

Albany 

Here it would be brilliant to hear from different voices in industry! #commschat

CommsChat 

Our fourth topic is: What industries are doing this effectively already and which aren’t? #commschat

CommsChat 

RT  Often the process taken will determine the end result#commschat

Albany 

Often the process taken will determine the end result #commschat


CommsChat 

 interesting, so the process of getting there > the end result?#commschat


Albany 

Precisely  – yet comms is strongly about the trajectory of travel, not the destination! #commschat

CommsChat 

 That does make it difficult for business. Subjective means not measurable, which means no defined ROI #commschat


Albany 

‘challenge for corps is a social license to operate is a subjective concept, not a piece of paper.’ http://t.co/ayxzKvSxBH #commschat

CommsChat 

On T3: how would you approach diff audiences? Politicians are diff from religious leaders, different from labour groups etc #commschat

Neil Cardwell 

 Agree 100% re ceding some control and giving those with an interest in project some genuine influence over it #commschat

Albany 

That’s the part that companies are less happy to hear but know that it’s the truest sense of ‘engagement’ #commschat


Albany 

Also ‘building partnerships on the ground and ceding a degree of control to local players.’ http://t.co/53LDIfgbtz our piece, #commschat

CommsChat 

 That’s where the convo comes in. Gotta know that community wants a school and not an electrical plant or road #commschat

Albany 

But what if that outreach is not well-received? Simply build a school and call it a day? #commschat


CommsChat 

T3 follows on from this: What steps should they take to engage local stakeholders?#commschat


Albany 

 it’s likely they will be, because after all, they are there to do business. And it’s culturally appropro in the west #commschat

CommsChat 

 Exactly. Must know what issues are in the place you’re operating in. Otherwise, will integrate into community #commschat

Neil Cardwell 

 The $1m Question. For me, those changing the status quo e.g. developers, should be proactive and engaging #commschat

Albany 

A clear cultural sensitivity is required along with attentiveness and the ability to listen instead of merely transmitting info #commschat


Neil Cardwell 

RT  who approaches whom first? #commschat

Albany 

 who approaches whom first? #commschat


Albany 

Because in our current research we’re finding companies (esp extractives) focus heavily on CSR over authentic participatory comm #commschat

Neil Cardwell 

I’ve often found best approach often to let stakeholders tell us how/what/when they would like to be communicated with #commschat

Albany 

Would be great to hear examples from the field #commschat

CommsChat 

The US and UK militaries got a crash-course in this in Iraq and Afghan. #commschat

CommsChat 

My background is in conflict studies so for me, engaging local communities is really impt. in unstable political environments #commschat

Paweł Banaszak 

 warto śledzić RT  Tonight’s #commschat is all about engaging local stakeholder communities and risk assessment.

CommsChat 

Hi Pawel, good to have you joining in tonight #commschat

Paweł Banaszak 

RT : Hi all, Brittany here. Tonight’s #commschat is all about engaging local stakeholder communities and risk assessment.


Neil Cardwell 

RT : Useful to think local communities are not just observers or obstacles, but stakeholders. #commschat

CommsChat 

Who do they engage? How? What strategies do they use? #commschat

Neil Cardwell 

RT : Well what would we consider stakeholders in this context? Local politicians, labour unions, etc? #commschat

Albany 

Is anyone representing a company (ie oil/gas) who works in places where ‘stakeholders’ takes on a whole new concept and culture? #commschat

CommsChat 

Our second topic tonight goes a bit deeper into SLO: How should companies investing in developing markets approach local comms? #commschat


CommsChat 

RT : Useful to think local communities are not just observers or obstacles, but stakeholders. #commschat


Antônio Sampaio 

Useful to think local communities are not just observers or obstacles, but stakeholders. #commschat

Albany 

Returning to communities we trying to understand – think places where people are as likely to have AK47s as they are contracts #commschat

Andrew / Communicate 

 I do understand your point, though. When I want to annoy my Mrs I remind her she’s a stakeholder in our marriage #commschat


Neil Cardwell 

I think ‘Stakeholders’ is OK but imp. that we don’t let ‘high-level’ jargon creep into our actual communications on the ground #commschat

CommsChat 

Well what would we consider stakeholders in this context? Local politicians, labour unions, etc? #commschat

Sam Thomas 

  I agree with Pamela – ‘stakeholder’ is impersonal#commschat

Pamela Welsh 

 though I am just about to get my tea, so I might have to come back to this later when I have a full belly #commschat


Pamela Welsh 

 maybe. i do think comms needs to heed its own plain English advice though. Stakeholder communities turns me off. #commschat

Albany 

Hi  glad you returned this week #commschat


Andrew / Communicate 

 I guess just shorter way of defining a number of different audiences/publics/stakeholders rather than naming each #commschat


Neil Cardwell 

Good evening all, I’m Neil. Joining #commschat a little late – apologies. Looks an interesting discussion already though!

Albany 

The communities we consider in SLO are those with traditions or grievances that might not gel with a company’s LO via govts #commschat

CommsChat 

MT  Companies can’t necessarily ‘work around’ or appease w/traditional CSR but must listen & engage and respond #commschat

Albany 

Meaning companies can’t necessarily ‘work around’ or appease with traditional CSR but must listen and engage and respond #commschat

Andrew / Communicate 

 I think in the US they would use the word ‘publics’. You could use term ‘audiences’ I guess. #commschat

CommsChat 

Who comprises that community #commschat


Albany 

Maybe the community ‘around which’ a company works is not a contract holder but they certainly have an interest #commschat

CommsChat 

I think stakeholders may be one of the more accurate phrases in comms jargon. They hold an interest in a company’s actions #commschat

Albany 

Relevant because of the act of engagement with locals (which is the term we prefer as it goes beyond traditional stakeholders) #commschat

Pamela Welsh 

 I think they are meaningless words. Who are ‘stakeholders’? I consider them jargon, personally. #commschat


Albany 

 what do you think is distasteful about the term ‘stakeholder communities’? #commschat

Albany 

First want to clarify that SLO is most relevant in places of political and social turmoil.  interesting point #commschat

CommsChat 

We have tweetchat back tonight, so don’t forget to use the #commschat tag when tweeting


Pamela Welsh 

 hi #commschat. I’m Pamela. Not being picky, but wonder if ppl turned off comms cos we use words like ‘stakeholder communities’


CommsChat 

So our first topic tonight is: What is the ‘social licence to operate’? can tell us a bit more. #commschat


Albany 

#commschat Hi happy to be here. Albany is interested in this issue of Social License to Operate and hoping to hear from others’ experience.

CommsChat 

We’ll discuss everything in the realm of risk assessment and local community engagement #commschat


CommsChat 

We’re joined by Marissa from . Find out more about her work here: http://t.co/4qmCtKdcPF #commschat

CommsChat 

Hi all, Brittany here. Tonight’s #commschat is all about engaging local stakeholder communities and risk assessment.

 

 

Transcript of #CommsChat on #royalbaby

This week's chat

Last week’s chat was an eventful one as #commschat was taking place when the official #royalbaby announcement came through. The hour focused on royal comms and the impact of large-scale events on the news cycle. Take a look at some of the highlights of the hour, you know, before the world was told that it’s been almost 140 years since there were three male heirs in line to the throne.

  • @adamrubins the only way to get cut through is relevance, humour and smart planning. Also helps to be first
  • @markrobertparry If at all possible, I wouldn’t bother sending a press release tomorrow (unless it’s bad news)
  • @jenandersson1 Whatever the name, wonder how long it will take Coke to produce a bottle with that name on?
  • @RachelCDailey Today is the sort of day for companies to announce big news because it wont cause a scandal
  • @wonderlanded I’m just relieved my teams and I don’t have another day of rolling coverage of the door of Lindo Wing. Oh, wait…

The full hour is below:

 

  1. Check back for our transcript and details of next week’s tomorrow AM

  2. Thanks to everyone who stuck with us through the maelstrom of tweets. This is signing off. G’night all.

  3. Not a clue. Unless it’s pre-Norman Britain and he will be the king of Cornwall!

  4. I saw a surf boarding offer earlier how does that relate to

  5. I’m just relieved my teams and I don’t have another day of rolling coverage of the door of Lindo Wing. Oh, wait…

  6. MT :Theres a journalistic term for it but its any day w/ a big news dominating story, a celeb death, terrorism etc

  7. 10 minutes to air frustrations, thoughts & opinions on comms.Tomorrow you have to pretend to be happy about it at work

  8. Today is the sort of day for companies to announce big news because it wont cause a scandal

  9. Im glad its not been announced by easel, its 2013!

  10. How about which themed party she will plan for the first birthday?

  11. they are also taking bets on the dress Pippa Midd will wear when she visits!

  12. T5: What lessons can comms professionals learn from royal communicators when engaging a worldwide audience?

  13. If you’re still with us after the announcement, final topic is coming up…

  14. I agree, quite surprised to hear it happened four hours ago!

  15. Not bad control in these times. Hung onto news for 4 hours while baby health was checked Baby born at 4.30pmish

  16. Apparently Clarence House is a bit tweet-happy at the moment. Maybe because they’re finally allowed to tweet something?

  17. Now that it has (finally) happened, we have a very topical T4: How should or can royal PR teams control the story?

  18. and we will hear nothing else now for days!

  19. RT : Duchess of Cambridge has given birth to a baby boy

  20. Twitterverse has news RT : Its a boy

  21. what’s the point of using the hashtag if your contributions are still ignored?

  22. “It’s official we will get an update soon” presenter is desperately trying to keep a straight face as he fills dead air

  23. Our 3rd topic: Is there a line that, once crossed, means a brand is taking advantage of an event? Think Amer. Apparel/Sandy, etc

  24. They’ve probably already got 1000s of ‘George’s and ‘Alexandra’s ready to go!

  25. Whatever the name, wonder how long it will take Coke to produce a bottle with that name on?

  26. Friendly hashtag reminder. Tweetchat still not working (?) so don’t forget to

  27. who makes the Moses baby basket? I hear Dutch Bugaboo is feeling the love.

  28. Looks like everyone forgot the hashtag tonight. Wonder why. FYI: We will be launching our own @CommsShite soon. EXCITED

  29. And any thoughts on the bookmakers taking bets on baby names? This has been going on since at least the wedding.

  30. I mean, who doesn’t want an Aston Villa royal baby jersey, right?

  31. A1. If it’s something that would be good (or useful) for a baby put it out. If not (like tobacco), definitely not. Easy-peasy.

  32. Has anyone seen any cash in from any respectable brands?

  33. there’s still a demand for normal news as can be seen by ‘s option to hide the royal baby news

  34. Hi! Popping in and out in tonight’s Loved that the photographer didn’t want to take a pic of Kate when she was taken to hospital

  35. sadly not – had client issues and had to pull out. Instead we’re talking comms

  36. Alright friends, time for T2: How and which brands can or should put out royal baby merchandise? Re: all those t’s

  37. RT : Tonight’s features special guest on impact & relevance of PR stunts.

  38. excellent. Sky news jus treading water for hours, filling dead time.

  39. : – indeed, it’s good news for Lynton Crosby and David Cameron

  40. evening! when news agenda dominated by populist story, either go equally populist or remain resolutely professional

  41. RT : How would you position a press release tomorrow? Give in to the hype or swim against the tide (yay cliches)?

  42. Tonight’s is just starting on the mania that has taken over today’s news agenda join in with the hashtag

  43. If at all possible, I wouldn’t bother sending a press release tomorrow (unless it’s bad news)

  44. Missed the horse story but news channel is baby baby baby porn baby baby baby body baby baby baby

  45. How would you position a press release tomorrow? Give in to the hype or swim against the tide (yay cliches)?

  46. not keen on mania either, but am always keen to hear how to get cut through on packed news agendas

  47. true interesting that McDonalds horse story got as much interest today – looking for alternatives

  48. We know it’s not everyone’s cup of tea, , but should make for some interesting discussion w/ different opinions

  49. alternatively we can use CommsChat to escape mania and discuss effective comms (albeit about royal babies)

  50. the only way to get cut through is relevance, humour and smart planning. Also helps to be first

  51. evening everyone – not keen on the subject but lots of people will be looking for alternative news

  52. No guest tonight, just you, me & . Our 1st topic is: How can brands get media cut through during the royal baby watch?

  53. This way, if the heir to the throne is born between now and 9pm, you’ll still be in the loop!

  54. Evening all. Hope you’ve been catching up on all your tweets. Tonight, we’re doing a all about royal comms

 

#CommsChat on #Royalbaby and royal communications

This week's chat

Despite a last-minute change to our planned #CommsChat, we will still be on tonight at 8 p.m. Britain is agog with #RoyalBaby tweets, thus so should #CommsChat be. We’ll discuss anything and everything in royal communications tonight at 8 p.m. so you can keep watch on St Mary’s hospital while still getting your weekly dose of #CommsChat. Don’t miss our once-in-a-lifetime-of-the-future-ruler-of-Britain chat.

Topics:

  • How can brands get media cut through during the royal baby watch?
  • How and which brands can or should put out royal baby merchandise?
  • Is there a line that, once crossed, is taking advantage of the event?
  • How should or can royal PR teams control the story?
  • What lessons can comms professionals learn from royal communicators when engaging a worldwide audience?

For the planned chat on publicity stunts, join us on 5 August.

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

#CommsChat on publicity stunts

This week's chat

This week on #CommsChat, we’ll be joined by the famous and infamous Mark Borkowski, British publicity stunt expert, author and PR professional, who will discuss the impact and relevance of PR stunts.

Some topics we’ll take a look at include:

  • Was the Greenpeace #iceclimb an effective stunt or not?
  • Why did Lynton Crosby & Lord Bell have such a bullish reaction to the toxic headlines surrounding their lobbying brands?
  • Social has created a compression of time in comms. How do you remain sane?
  • What is the implication of the cult of political personalities like the Farage factor?
  • What is the benefit of a large-scale publicity stunt?

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

 

#CommsChat on conflict communications

This week's chat

This week, we’ll be joined by Albany Associates, experts in crisis and conflict communications with an outlook on building grassroots stakeholder engagement. They’ll discuss how companies build ties with the local community in unstable areas.

  • What is the ‘social licence to operate’?
  • How should companies investing in developing markets approach local comms?
  • What steps should they take to engage local stakeholders?
  • What industries are doing this effectively already and which aren’t?
  • How important is risk assessment in these situations?
  • What is the ideal relationship between a company and a local population.

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

Transcript of #CommsChat on cross-cultural social media

This week's chat

Last week, we were joined by two speakers from the CIPR’s social media event in London, @twofourseven and @allanschoenberg. They shared their thoughts and experiences working in international, multilingual and multicultural digital communications. Take a look at our highlighted tweets:

 

@allanschoenberg Q1: Social has accelerated globalization a number of ways: always on communication and local content to start
@blackbirdsthree And understanding local cultural norms is critical for credibility regardless as to comms channel
@twofourseven T4: Biggest challenges are traditional ones – listening, planning and activation. Then engaging at local level where appropriate.
@klathigra Fast moving stories, every changing scenarios – especially in crisis situations – make co-ordination a challenge.
@allanschoenberg The biggest challenge is patience…B2B is not B2C. Things take time
Read the full transcript:

 

 

#CommsChat on cross-cultural social media

This week's chat

This week on #CommsChat, we’ll be joined by two CIPR members @twofourseven, an independent social media consultant, and @allanschoenberg, executive director of CME Group who will discuss the issues involved in cross-cultural social media. Some topics we’ll address are here:

  • How has social media accelerated globalization?
  • What do you need to consider if you want to build your brand or reputation overseas?
  • What are the differences in culture that could stop you in your tracks if you ignore them?
  • What are the biggest challenges in co-ordinating a global social media team?
  • With continents like Africa switching on to mobile does your strategy significantly change based on the technology in the hands of the consumer?
  • CME Group have pioneered the use of Chinese Weibo, could you explain why you decided to use this channel over others?
  • Are there any particular challenges in the B2B environment?

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

Transcript of #CommsChat on niche sectors

This week's chat

Last week, @ncardwell led a discussion about communications in niche sectors. The chat explored the challenges that communicators face in these sectors and the way that companies perceive communications. Some highlighted tweets are below.

 

  • @ncardwell T1: Comms people bring a fresh perspective but, most importantly, our experience and confidence in communicating to niche sectors
  • @DanielArda A1) Communicators can help tell stories; translating complex info into plain language so that more people understand key messages
  • @samontheweb in my experience only way to turn a non believer into a believer is to prove it through results
  • @ncardwell T5) My ‘top tip’ – tell stories, make it relevant. Almost everything is designed or build for people. Bring this out in comms
  • @DaveThackeray A6 funny: in the thralls of all this digital confusion, I’ve discovered being a gilded generalist counts for much.

Read everyone’s thoughts:

 

 

  1. Will post the transcript tomorrow AM. has article on professional services coming up in July for any interested.

  2. Time’s up. Thanks everyone for sharing your thoughts and experiences. Thanks to for the interesting topics!