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All posts for the month June, 2011

I Watched a Riot and a Hockey Game Broke Out

Posted by chiefb2 on June 21, 2011
Posted in: Uncategorized. Leave a Comment

OK, I have a confession to make. I’m a fair weather hockey fan. I only watch when it gets to the Stanley Cup Playoffs. This year was especially fun to be a fan, as our local (as in about 70 miles north) Vancouver Canucks made it to the finals. The games were exciting, but the aftermath was even more riveting. Areas of downtown Vancouver erupted, with drunk rioters and others hell bent on causing mayhem.

Live video of rioters and bystanders using their cell phones to document police actions prompted tweets speculating these folks were making things worse for the police as they tried to take back the streets. I saw something different, knowing that for every rioter waiting to catch the police doing something wrong, others were gathering evidence of rioters committing crimes. From what I can tell, Vancouver Police and Fire crews showed great restraint in dealing with the mobs.

Apparently there is no restraint in the social media fallout from Vancouver residents. Within hours after the last rioters drug hung over butts home, embarrassed and ticked off Vancouverites plastered social media sites with video and pictures of alleged rioters, looters, etc… Vancouver PD did their best to identify a process for submitting evidence for follow up.

But, as we know, there is no “controlling” the SM crowd. One of my FB friends posted a link to a FB page asking folks to identify the person in a set of photographs who is shown reportedly assaulted a Vancouver firefighter. I don’t know if they found him yet, but given the clarity of the photos I can’t imagine he is still anonymous. As we are quickly learning, public anonymity may be a thing of the past. For some who got caught up in the mob mentality that night, the fallout has been swift and scary. This morning London Drug announced it identified dozens of looters and vandals who destroyed their store, and will be filing civil lawsuits to recover their losses. Good for them!

Police have used always used video and photo evidence to identify and prosecute rioters. But, they have done so using deliberative methods and due process. London Drug is doing the same. But, in today’s “Wild West” SM environment, indignation and embarrassment of the masses is likely having unintended consequences.

An interesting SM experiment is underway in Vancouver. It will be interesting to see how this impromptu vigilante justice crowd sourcing effort plays out in the long run. Losing the Stanley Cup was sad. Ruining the reputation of potentially innocent folks on a global scale is tragic. Let’s hope crowd wisdom prevails.

Delta “Duhhoooo”!

Posted by chiefb2 on June 14, 2011
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I don’t know Rachael R., but she had her hands full last week. On June 7, two soldiers returning from overseas deployment posted a video about their encounter with Delta Air Lines customer service and having to pay additional baggage fees-personally- for personal belongings and issued equipment. The video went viral in a heartbeat – Two tired and homesick heroes ticked off and talking about having to pay thousands to bring their stuff home. The video hit Twitter and took off (pun intended) in mainstream media

I watched the video, immediately got P#$%$f, and re-posted the video. My friends weighed in and shared it too.  Almost all were outraged.  Only one, a flight attendant, was less than outraged.  He guessed the problem was generated by a less than enlightened customer service representative, who I guess is now working in the lost luggage department in Iceland.

Rachael R. is the social media manager for Delta who had the unfortunate duty shift that day.  She addressed the controversy on Delta’s blog “Under The Wing” . I must say I was impressed with her (their) response.  From a damage control standpoint, the SM response seemed genuine and textbook…maybe too much so.  Here is what I liked…Delta-

  • responded rapidly on Twitter and their blog
  • immediately apologized and said they would take care of the mess.
  • personalized the situation, with Rachael noting her strong connection to the military.
  • communicated a “on the fly” policy change.

Basic lessons to be learned here from a crisis communications standpoint.  They were fast, direct, apologetic, caring and responsive. BUT, timing is everything.  Today, the U.S. Department of Transportation released a report outlining the profits generated by recently imposed baggage fees…. Duhoooo!!!!!! The media is all over this report, noting what happened with Delta. Rachael R. did a great job at trying to diffuse a PR bomb.  But, sometimes you just don’t know where others have planted landmines.  Delta has stepped on one. This story is bigger than a SM manager.  Delta senior leadership should be weighing in on SM channels on this issue.  It’s not going away.  Too many people are ticked off about baggage fees as it is.  When you mess with our heroes, you open a can of “whoop ass”.

Hey airlines, get a clue.  Drop the bag fees for armed service members.  Period.

ICS Parenting

Posted by chiefb2 on June 8, 2011
Posted in: ICS, Social Media and Emergency Response. 1 comment

I woke up in the middle of the night last week after a wickedly bad dream.  I don’t remember much. But, one thing I do remember is one of my sons said; “Dad, you are now irrelevant.”

Perhaps my sub-conscious was telling me something.  My two sons are pretty much on their own, finishing up college, working in new careers and basically doing great.  My daughter  is 17, and the only thing that seems relevant about me is my wallet.  While I’m sure all of my kids value me as a father, the older I get the more I wonder about how relevant I will be in their lives.

Staying relevant as a parent depends on how old the kids are.  I relate differently with them now than when they were younger.  I started off as a provider, dictator and piggy bank.  With the exception of my daughter (who still considers me a dictator and piggy bank), my sons now think of me as a consultant, friend (at least I hope so) and loan officer.  As we grew older I had to adjust my mindset, behavior and communication style to ensure I retained influence and relevancy in their lives.

I’m sharing this because I see a nexus between being a relevant parent and a relevant communicator in crisis.  Crisis response and the tools used today are much different than the old Civil Defense and FIRESCOPE days.  Yet, globally both ICS and EM “parent” organizations show signs of being stuck in the past -inflexible, controlling and unwilling to embrace change.  Yet, our “kids” – the citizens we serve – have become much more connected, sophisticated and much needier in seeking attention and information.

I no longer talk down to my kids, intimidate or order them to do something.  I now engage more, figuring out their interests and activities, tailoring my conversation and requests accordingly.  The goal is getting them to understand the need and feel compelled to take the action I suggest.  That means making some kind of emotional connection. Should we be using this approach in our citizen interactions during crisis?  Ummmm….let me think a nanosecond….YES!

I’m not talking about instilling fear.  That worked pretty well when my kids were little.  But, like my kids our citizens wise up quickly if the fear card is overplayed.

As a crisis “parent” If you want to become irrelevant quickly, make sure you do one or more of the following;

  • Talk down to your kids.
  • Ignore their questions, refusing to answer or engage.
  • Withhold information because you don’t think your kids need to know.
  • Have a “just shut up and do what I say” approach.
  • Think that you are not accountable to your kids.
  • Ignore the power of the tools kids use to communicate.
  • Think you are smarter than they are.
  • Believe that you control their piggy bank.
  • Yell, scream or try to intimidate.
  • Tell them “it’s for their own good”.
  •  Make stuff up so they will do what you want.
  • Tell a little lie.

If you want to increase your odds of being viewed as a relevant crisis “parent”, consider doing the following;

  • Listen to what the kids say, and value the input.
  • Ask their opinion.
  • Build positive relationships NOW.
  • Remember, you are still the parent.  Demonstrate compassionate leadership.
  • Talk at their level.
  • Keep the communication lines open.  Don’t alienate.
  • Stay positive and calm.
  • Use the tools they use to talk to each other.
  • Look and act strong (even if you are scared to death).

Notice I mentioned nothing about corporal punishment.  I have to admit, I judiciously wielded a big wooden spoon when the boys were young.  Only used it a couple of times, and after that all I had to do was wave it around and things got resolved in a hurry.  There is no stick big enough to threaten the “cloud of kids” we serve, so don’t even think about punishment.  The only person who will get spanked is you.