A Crisis is Brewing: To Speak or Not to Speak?
How do you answer the question?
This Week …
Break the silence or hold your guns: What will your organization choose?
AI Tool Spotlight: Perplexity AI
1. Organizational Choice: Strategic Statement or Strategic Silence?
In a world where silence speaks volumes and words can set the stage for drama or diplomacy, this week has given us front-row seats to the unfolding theatre of crisis management.
From the regal corridors of the House of Windsor, where Kate and William opt for a majestic silence amidst brewing storms, to the high-stakes sidelines of college sports, where Trev Alberts, the erstwhile NU athletic director, played a day-long game of 'will he, won't he' with Texas A&M, the question looms large: In times of crisis, is it better to speak up or stay silent?
Creating a culture of openness and prompt communication in times of potential crisis is essential for any organization. Or is it?
Do you know which way your organizational culture leans?
If elements of a crisis are brewing, will you speak … or no? And can you explain your decision? Here is some thinking on both sides:
Strategically Speaking Out:
Such a culture ensures issues are addressed before they escalate, fostering trust and credibility.
Here’s how to encourage this proactive approach:
- Develop and Drill the Plan: Establish a comprehensive crisis communication plan that outlines specific procedures and roles for addressing potential crises. Regularly conduct training sessions and simulations to ensure that every team member is familiar with the plan and can execute their responsibilities effectively under pressure.
- Empower Voices: Train and empower all members to voice concerns. This includes creating clear channels for reporting issues without fear of retribution.
- Lead by Example: Leadership should model the desired behavior by being transparent and communicative about challenges, demonstrating that speaking up is valued and respected.
- Respond Constructively: When issues are raised, respond promptly and constructively. Show appreciation for the input and when possible take visible action to address the concerns.
- Continuous Education: Provide ongoing training on effective communication and crisis management, so everyone feels equipped to speak up and handle situations confidently.
These steps build a foundation where speaking up is not just encouraged but is a cornerstone of the organizational culture, paving the way for effective crisis management and resolution.
Strategically Staying Silent:
Navigating the complex landscape of a brewing crisis often necessitates a nuanced approach, where strategic silence can be as powerful as open communication. This method prioritizes careful assessment and management of information to avoid unnecessary escalation and maintain organizational stability.
Here's how to approach this strategy effectively:
- Data-Driven Decisions: I call this the “Paulsen Rule,” after Teresa Paulsen: Prioritize the collection and analysis of relevant data to help inform a decision to speak or stay silent. How many people know about the incident and how many are really upset? Is it a few or many? This ensures that communications are grounded in facts, helping to craft responses that are accurate and informed. By basing decisions on solid evidence, the organization can avoid speculation and misinformation, reinforcing its credibility and authority. With this approach, you need to know the data you need and how to get it quickly.
- Strategic Assessment: Implement a process for thorough evaluation of the potential crisis with your previously identified decision makers. This allows for a comprehensive understanding of the situation before any public communication, ensuring that responses are informed and measured.
- Controlled Information Flow: Limit the dissemination of information to prevent speculation and misinformation. By managing what details are released and when, the organization can maintain control over the narrative and reduce panic.
- Cautious Communication: Opt for silence or minimal disclosure until facts are verified and a clear strategy is in place. This helps in avoiding premature statements that might have to be retracted or clarified, thus preserving credibility.
- Legal and Ethical Considerations: Recognize situations where silence is legally required or ethically advisable to protect privacy rights, comply with regulations, or safeguard sensitive information.
- Prepared Response Planning: While public communication may be minimal, internally prepare detailed response plans for various scenarios. This ensures that the organization is ready to communicate effectively and transparently when the time is right, with messages that are considered and coherent.
If you aren’t sure which way your organization tends to lean, or you aren’t sure which camp you are philosophically more aligned with, find ways to invite conversations — now — before you are faced with a brewing crisis.
2. AI Spotlight
Perplexity AI
Description:
Like many of you, I’ve already experimented with one or two Chatbots like ChatGPT and Bing CoPilot. Perplexity’s mission “is to make searching for information online feel like you have a knowledgeable assistant guiding you.” A standout feature from ChatGPT is Perplexity listing of citations including images and videos. Past threads of questions can be made into collections.
Learning Curve Scale (0-10):
Within 2 minutes of searching for it on your smartphone app store, you’ll be using it on your phone. This ease of use earns a Learning Curve score of 2. Plus there is a Chrome extension for quick access.
Features:
Content generation, accurate information, citation of sources, versatility.
Perplexity says it is suitable for students, researchers, content creators, and professionals. Filter search results by relevance, date, or source. Customize your AI profile for tailored results based on your preferences.
Favorite Features:
One standout feature is Perplexity's citation of sources. Learn more by searching through relevant links, images, and videos for comprehensive insights. Personalize your AI profile to match your professional needs or reading style - be it bullet points, underlines, or a conversational tone.
Pricing
Free and paid options are available. For $20/month, the pro version allows you to use the Copilot in up to 600 searches per day versus 5 daily Copilot searches with the free version. The pro version also answers more complex questions, priority access, and personalized recommendations, and allows for unlimited image uploads.
The Apple App Store Reviews:
4.9 out of 5 with 24K ratings. Users love using the app and rely on it for a variety of uses. One user says it especially helps her with online shopping. Another with complex math problems. Another user says that if the data needs to be current, Perplexity wins.
See you next week …
Who else is excited to see the “Trev Alberts basketball face off” when the Huskers play his new team, Texas A&M, in March Madness for the men and women?
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