All posts by James Donnelly

Toyota vs. ABC News’ Sensationalism

Earlier this week, I moderated an interactive crisis management workshop on behalf of PRSA Charlotte.  We explored top crisis management observations from 2010 and then held an interactive discussion on BP/Deepwater Horizon disaster and on the Toyota recalls.  (These links provide you with summary points shared with the PRSA members.)

We ran short on time and needed to truncate an important part of the Toyota recall case.  The quick summary raised a few eyebrows in the room and we didn’t have time to explore some of the media sensationalism felt by Toyota.  As a promise made to those members and as interesting reading for the rest, I’d like to summarize that here:

  • By early February, there were swelling reports that “unintended acceleration” was occuring in some Toyota models.  Some believed this was caused by software.  This led to some sensational media coverage, leaving Toyota owners believing in “ghosts in the machine.”
  • On Feb. 22, ABC News’ chief investigative correspondent, Brian Ross, aired a segment where he interviewed David Gilbert, a professor of automotive technology at Southern Illinois University.  Here’s the segment:

Continue reading Toyota vs. ABC News’ Sensationalism

Implications of WikiLeaks’ forced transparency

Overexposure to sunlight“Sunshine is a great disinfectant,” transparency advocates love to quip.  It’s a solid metaphor.  However, in my opinion, when the folks at WikiLeaks force transparency, we’re talking about a lot more than sunshine.  We’re talking about being bound in the desert sun against one’s will. 

Last week’s WikiLeaks disclosures of a quarter-million confidential American diplomatic cables sent ripples through nearly every corner of government, media, business and elsewhere.  Just wait until the next batch of disclosures occur.  We know that corporate leaks are coming.  Businesses had better be ready.

Implications of future WikiLeaks disclosures (as well as the eventual copycats it will spawn) are far reaching.  It’s probably far too soon to have a firm handle on all of the effects.  Thus, what follows are initial thoughts on implications based on some of the best perspectives I’ve read so far (many of which are captured through links throughout.) 

 

Unchecked power.  Forbes’ Andy Greenberg provides a great verse from his interview with WikiLeaks founder, Julian Assange

Like informational IEDs, these damaging revelations can be detonated at will.

In my view, that’s what makes WikiLeaks especially dangerous.  It’s not a static repository server where people dump secret documents.  Assange and his team have the sole power to hit “publish” or to ignore what they receive.  Only they know when that button will be pushed.   There are many moral hazards here:

  • WikiLeaks can move markets.  What is to stop WikiLeaks team members – or friends-of-friends – from shorting stocks a day or two before a major leak?
  • WikiLeaks is not accountable.  Assange is shadowy; the people who work for him have yet to cast even a shadow.  If their informational IEDs do cause undue harm, what happens?  They shrug?  One writer in The Economist calls the recent release a “poor editorial decision” and recommends “an ethical review board.”  Was the decision editorial?  By what measures would a review board hold this group accountable?  Who watches the Watchmen?
  • Who died and made Assange boss?  In this interview with Time magazine, Assange asserts:  “…It is not our goal to achieve a more transparent society; it’s our goal to achieve a more just society.”  Should one person or organization have the power to damage governments or corporations based on a singular view of what is and is not just?
  • WikiLeaks is not omnipotent.  It believes the latest cable disclosures did not harm soldiers.  Some disagree and believe the leaks have done major damage, such as The Washington Post’s columnist Charles Krauthammer.  Example:

Take just one revelation among hundreds: The Yemeni president and deputy prime minister are quoted as saying that they’re letting the United States bomb al-Qaeda in their country, while claiming that the bombing is the government’s doing. Well, that cover is pretty well blown. And given the unpopularity of the Sanaa government’s tenuous cooperation with us in the war against al-Qaeda, this will undoubtedly limit our freedom of action against its Yemeni branch, identified by the CIA as the most urgent terrorist threat to U.S. security.

  • By design, WikiLeaks enjoys very crafty legal protection.  Assange’s servers are housed in very specific areas of the world, according to The Economist, in order to create “a legal structure that allows him to answer only to his own conscience.”  What other person or organization enjoys that level of power?
  • What if the information WikiLeaks doesn’t post gets used inappropriately?  Let’s not forget that the people at WikiLeaks have raw documents that they (sometimes) redact or choose not to publish.  What if WikiLeaks gets hacked?  What if someone at WikiLeaks sells or uses that data inappropriately, perhaps for nefarious purposes?  How do these hazards remain in check?

  Continue reading Implications of WikiLeaks’ forced transparency

Qantas: 54 alarms (and three cheers)

Earlier this month, I posted some thoughts on key social networking crisis management lessons that may – or may not – emanate from the Qantas A380 emergency landing.  To my knowledge, many of the posed questions have not been addressed on that part of the crisis response.  So let’s continue to set those social media questions aside.

However, let’s not overlook some of the real-world lessons from the situation.   For example, this AP story provides a harrowing account of what the crew faced in the cockpit.  Key excerpts:

“The amount of failures is unprecedented,” said Richard Woodward, a fellow Qantas A380 pilot who has spoken to all five pilots. “There is probably a one in 100 million chance to have all that go wrong.”

But it did.

Engine pieces sliced electric cables and hydraulic lines in the wing. Would the pilots still be able to fly the seven-story-tall plane?

The wing’s forward spar — one of the beams that attaches it to the plane — was damaged as well. And the wing’s two fuel tanks were punctured. As fuel leaked out, a growing imbalance was created between the left and right sides of the plane, Woodward said.

The electrical power problems prevented the pilots from pumping fuel forward from tanks in the tail. The plane became tail heavy.

That may have posed the greatest risk, safety experts said. If the plane got too far out of balance, the Singapore-to-Sydney jetliner would lose lift, stall and crash.

And then there was that incredible stream of computer messages, 54 in all, alerting the pilots to system failures or warning of impending failures.

And now, the important part:

Continue reading Qantas: 54 alarms (and three cheers)

Crisis Management: Mastery and Proficiency

A few weeks ago, I participated in a Ketchum leadership workshop where we probed dependent, independent and interdependent leadership styles.  Respectively, this can be defined most simply as “you do it,” “I’ll do it,” and “we’ll do it.”   Neat.  

During the session, I raised the following:  “It’s tough to lead others if you’re not recognized as having mastered something.  And mastery can only come when you’ve pushed through the complacency of just being proficient.”

Okay, so this wasn’t an entirely original thought.  Just a few hours before the session I happened to have read this Forbes’ article by Amity Shales, which contains this nugget:

(My father, Jared Shlaes…) gave the best career advice I’ve ever heard: There will come a moment when you are bored with an area of study and will want to try something new. But that boredom is the signal you’ve achieved mastery. You’ll be quitting at the moment when it’s most costly to do so. Only a mastered trade can be properly monetized.

How do these thoughts on mastery and proficiency apply to crisis management?  It gets back to a statement I’ve often made.  “It takes about 5-7 years to learn all of the rules of crisis management and the rest of your career to challenge every single one of those rules.”  You have to constantly challenge assumptions and look beyond the obvious to be a master of your craft.  (That’s why I and others strongly favor experienced crisis managers and teams over plans.)  

I’ve recently stumbled on other viewpoints complementary to this one: Continue reading Crisis Management: Mastery and Proficiency

Too Soon to Qantify the Qantas Response?

If you are unfamiliar with Wednesday’s dramatic events that happened to Qantas, Austrialia’s national airline that has never had a fatal accident, the events are nicely chronicled on this post from Tnooz, a news and analysis site on the travel industry.

Condensed summary:

  • Qantas A380 makes a safe emergency return landing in Singapore after a Rolls-Royce made engine broke apart minutes after takeoff.
  • Passengers aboard the plane quickly Tweet and upload photos of videos of the engine and emergency landing efforts.
  • Reuters reports that CNBC television learns of a plane crashing near Singapore.
    • Note:  I could not evidence of a misreported crash anywhere on a CNBC website – beware of media sourcing media!
  • People on the ground on the small island of Batam upload photos of logoed engine parts (around the same time Qantas may have told Australian media there were no signs of wreckage)
  • On Wednesday evening, Qantas posted updates to its Facebook page.  The same night, one Tweet from its travel-tips account redirects inquiries to official Qantas channels, and its U.S.- targeted Twitter account adds a link the next day.

The Tnooz reporter concludes that the airline could have done more on Twitter to reassure the public.   Ragan.com’s Matt Wilson calls the situation “Qantas’s big #fail in quelling tweeted rumors of a crash.”  Crisisblogger Gerald Baron raises good questions and challenges, but ultimately grades the situation a C- to F grade

In my view, Qantas deserves a little more deliberation on its deliberation.

Continue reading Too Soon to Qantify the Qantas Response?