Don’t get me wrong. I think Clubhouse, the audio chat app that is taking the world and Indonesia by storm is fantastic.
Here you have an app that makes interaction easy among people with same interests. And because its audio only it also creates a feeling of intimacy and ability to network during sessions.
Another added benefit is that since it is organized usually as an informal and chilled-out chat, there is little preparation needed.
The result: Every Indonesian what fancies themselves as connected has signed onto the service and many have already organized Tchaikovsky rooms from a few people to a few hundred. Either that or they are desperately waiting for an invite to get onto Clubhouse.
The ease and informality of these chat rooms are Chatroom’s great strengths. But they also harbor its great danger – the likelihood of uncontrolled blabbering, under the mistaken notion that its an informal chat and there are little consequences to speaking your mind.
Users of Clubhouse or any social media application should always remember that whatever you do or say there can be recorded or copied and shared to a wider audience. There is little control once words are written, images are shared or words are uttered and you can never be sure who will be listening in, first hand or second hand.
Today I saw a chat room discussion on PR matters in which a spokesperson for a company that was recently in a crisis-like situation agreeing to talk about their recent experience.
Sharing is great but when your company has just undergone a reputation all crisis and nerves are still tender, one wrong word or phrase can plunge it back into the couldron.
I am sure that there will be a crisis or two arising from Clubhouse chats.
This is not to say that people should avoid something new like Clubhouse . They should try it and use it by all means but they should never underestimate how whatever happens on social media can often be taken out of context.
No matter how new or sexy the technology, skill, deliberation and awareness are still needed.
But because of their elevated position and their egos many times its easier for them to bluster and get defensive over these mistakes. And it takes a really big man to admit theirs and ask for an apology.
After the Eiger letter berating Youtubers reviewing its products went viral, the brand came under a groundswell of criticism.
The CEO , Ronny Lukito, then issued a non-apology, failing to take responsibility for the incident, to be genuinely contrite and to explain why something like that would not happen again.
His critics weren’t assuaged and many were further inflamed. Unspun wrote about that and said that he failed to adhere to the 3Rs of crisis communications, which are Regret, Reason and Remedy and that he should seek professional help in his communications.
He must have, as today he issued a YouTube video and a statement apologizing to the affected YouTubers and taking full responsibility for the incident.
He explained that it was his idea to issue the offending letter. His PR, Marketing and legal teams tried to talk him out of it but because of arrogance he overruled them.
He has since realized his mistake and this incident has been a humbling and educational lesson for him. He has since appointed professionals to help him come up with better policies and improve their communications.
The result: if the comments on his YouTube posting are any indication, Netizens have forgiven him and appreciated his honesty and humility.
This is a good lesson for other CEOs on what to do during a crisis for their brand. I’m sure that Eiger will go from strength to strength from here if Mr Lukito maintains such an growth mindset.
I always loved their products. Now I love them more.
First Media’s blundering tweet last night is a lesson why corporations and brands should be concerned about their social capital.
At about 10pm First Media social media admin thought they’d be clever and ride on the Eiger letter fiasco that earned the ire of Indonesian netizens.
Through its twitter account @FirstMediaCares they posted a letter similar in format to one sent out by Eiger competitor Arei, which was used to shade Eiger’s obtuse letter because its invitation for consumers to review its products was very laid back and inclusive.
Obviously, the First Media admin thought they were being smart and witty. Afterall, many companies had done the same and they raised a chuckle and approving plaudits from Netizens.
The posting attracted the attention of Uber influencer Ernest Prakarsa who simply commented: “Aduh. First Media. Aduh.”
He followed this with another tweet saying “Heads gonna roll” and attached the image of the First Media letter.
What followed was a long chain of replies and comments from other Netizens and disgruntled First media customers spewing invective with the common refrain: get the bloody service right before trying something snarky
PANIC!
The First Media admin began their first aid by deleting the posting with the image of the letter, thinking that they could mitigate the barrage of criticism.
As always, on the internet once something is posted there is bound to be a Smart Alec out there who has downloaded or screen captured the image. You just can’t put the Jinn back into the bottle.
True enough, netizens began posting the taken down image and First Media became the laughing stock on Twitter.
This incident provides a good example why corporations without strong social capital are often attacked and criticized.
Social Capital is about a network of relationships built on shared values, trust, cooperation and reciprocity. In other words you have to take care of your stakeholders and win their trust instead of just taking their money and shafting them when it comes to after sales service.
Social Capital, if you observe from the many complaints and invective of dissatisfied and angry customers directed to First Media on social media, is something that the company obviously has a deficit of.
As such trust in the company is low and at any given opportunity the tendency of its users is to trash it. Even an innocuous attempt at humor like the letter last night backfires because the brand has such low social capital.
What can the brand do? It can start by listening to its customers and acting on their complaints for a start. The number of people who feel like they were banging their heads against a wall when trying to get First Media to restore their service is legendary.
I know that there are many disgruntled First Media customers out there. If any of you are disgruntled and think First Media is unresponsive or ineffective in servicing you, just leave a comment below for them to know how low their Social Capital is among their most important stakeholder – you the consumer.
Note: I got the information about the sacking from an online news portal in Indonesia. Have been told that the twitter account of Hendra Lim is actually a fake.
So apologies all. Disregard this post but rather than me deleting it I think it best to clarify it here and leave the rest as is so that others might be able to know that it’s fake as well. Hendra Lim apparently still works at Eiger.
Eiger has sacked the legal manager whose insulting letters to YouTube reviews of its products has put them under an uncomfortable spotlight, (see here)
The sacking is confirmed by the Leggal manager himself in his own twitter account
Hendra, however, seems unable to stop shooting himself on the foot, lamenting in a twit that politics between businesses, artistes and YouTubers and virtually the whole world is conspiring to keep The People poor and heap blame on them.
He’s young and perhaps will recover from this but any prospective employer looking at his social media feeds (and we employers do check, or have people point it out) would do a triple take before taking a chance on him in the future.
Be that as it may, he is now out of Eiger’s hair. Does his departure, however, mean that Eiger’s problems are over?
It depends. If the management there has owned the problem then they’d be ok moving forward.
As I said in the last posting, if they had learned from this incident they’d recognize it is as much management’s as the legal manager’s failure that triggered this incident.
If they realize this then they’d take communications and reputation protection seriously and hire professional communicators to to a communications job.
If they haven’t then they will remain a crisis waiting to happen. Time will tell, WFH audiences await the next installment.
Yesterday the outdoor adventure gear brand Eiger got into a hot mess when its Leagal Eagle went a step too far and dissed off YouTubers reviewing their products. (See post here)
By late afternoon the Eiger CEO Ronny Lukito had had enough and decided to take matters into his own hands. He apologized for his Legal Eagle’s letter with his own letter.
All good apologizing but you have to wonder who is advising him on the PR front because the apology was not really an apology. When this happens it usually invites ongoing resentment and possible future attacks.
He started the latter with an apology to the community. He then admitted that the offending letter that had gone viral had indeed been sent by Eiger and they realize that this was a wrong and inappropriate action. So far so good.
Then he had to say that the original intent of the letter was to provide input to the reviewer so they can improve. Bang! Another shot in the foot. Although he tried to paper over the hole with “we realise that how we conveyed that was wrong”, he had stumbled.
This is what communicators classify as mixed messages. It’s when observations, inferences, feelings and wants are jumbled up.
Here it would have been fine if he said that whet they did was wrong, he as CEO takes responsibility for the act, he’s sorry for all the frustrations and angst caused. Instead he went on to explain their intent which still sounds patronizing, because its an outdoor gear maker telling a YouTuber how to improve shooting review videos.
Lukito also left out a vital element of apologies in crisis-like moments. He failed to say what action he’s taking to make sure that this does not happen again. Without stating this he is giving the impression that the company is not taking responsibility for the incident and not interested to learn from their mistakes. At worst, many would think that they will get back to business as usual once this kerfuffle is over.
All this leaves the company open to more criticism if the opportunity arises.
Lo and behold, the opportunity came this morning when some Netizens uncovered an incident where the legal department of Eiger asked the giant online e-commerce site to take down a reseller’s product posting of a Sritex face mask. And Tokopedia complied!
Now it looks like Eiger has not only shot itself on the foot but is also extending its foot fetish toTokopedia.
Like I said yesterday, I think Eiger makes great products. It has also been quite smart and savvy in its design and branding. It is now the victims of its own success but it is something that it can easily fix by seeking professional help.
It takes skill and experience to communicate well. To entrust it to a legal flunky is being careless with your hard worn reputation as it takes skill and experience to communicate well, with authenticity and ethically.
They should seek professional help in the short term while they look to hire an experienced communicator in-house expressly for reputation all management.
I love the Eiger outdoor brand. Their products are affordable and often of good quality. A sandal I bought has lasted me years and looks like it will continue for at least another year or two. Damn comfortable too.
But good as they are in making outdoor gear they apparently suck at customer relations. Here’s what happened:
On 28th January, competitor outdoor gear brand Arei’s issued a letter inviting Netizens to review its products.
Arei’s invite sounded very inclusive and cool. Reviewers could use any method, any camera, any theme or in any location they liked to do these reviews.
Eiger must have thought it could do the same but when netizens began reviewing their products and uploading them on YouTube – and the reviews weren’t flattering – Eiger’s Legal General Manager began to get antsy.
He started sending nasty letters to the reviewers. They began with a faux politesse of “Firstly, we thank you for uploading a review of our product on your YouTube channel…” then quickly drew out the stiletto.
Instead of explaining in a rationale manner whether the review was fair to Eiger, it instead criticized the video’s quality, specifically the angle it shoes to show their products in an unflattering manner.
The Eiger Legal Manager also was an audiophile. Complaining that the sound quality was bad to make it quite inaudible and lastly, he criticized the suitability of the location of the shoot.
With that, the manager hoped that the YouTuber would take down that posting and, a bitchy parting shot: “We hope you will become a better Youtuber in [shooting] review videos.”
That’s a shot in their own foot by any measure but that’s not all. When news of that came out on social media it, of course, went viral and Eiger became a trending topic.
Eiger’s troubles did not end there. It turns out that the manager had sent out at least identical letters to two other YouTubers.
That makes it at least three shots to two legs. How many shots the manager had fired nobody really knows.
Netizens have a habit of digging up interesting information about foot shooters and one of them dug up a poster of the manager giving a talk.
The topic: How to Implement Agile Human Capital in Transition and Shifting Era. Oh irony of ironies.
Makes you wonder the caliber of people invited to give talks these days. And what possessed Eiger to entrust its communications function to a legal person instead of a communications professional
Even the usually mild-mannered Endy Bayuni was forced earlier this week to rant against the President and his team’s egregious handling of the Coronavirus outbreak in the usually tepid The Jakarta Post.
He counseled seeking professional help instead of relying on amateurs for something as serious and critical as the matter staring us in the face.
His advice, like so many well-meaning ones, seem to have fallen on deaf ears. Or has it? One wonders.
From the inaction and indecisiveness that Jokowi practices, to the gaffes that he makes when he finally acts or speaks (example: Lat Saturday Jokowi admitted to withholding information on COVID-19 because “we don’t want people to panic”) he must have been influenced by his advisors.
Anyone that has been in leadership positions are usually surrounded by advisers and courtiers. The quality of these people, who often become the eyes and ears of the ever-busy Leader, become crucial to how he perceives the world, what informs him and subsequently, the decisions he makes.
Who are they? Few of us have the inside-track on who he trusts apart from Luhut, but if you look at who Jokowi surrounds himself with you may get a good idea of the type of people they are.
They are usually smart professionals, seemingly liberal, connected in politics and business, influential on social media and above all loyal – some say fanatically loyal – to Jokowi.
The last quality is where the double-edged sword cuts. Their loyalty blinds them to the mistakes Jokowi is making and the merits of his rivals. This loyalty also makes them drink the Cool Aid when it comes to Jokowi’s reluctance or inability to act boldly, especially in holding others in positions of responsibility to account.
The result is groupthink is of the highest harm.
Groupthink, as some may recall, was the greatest bane of Kennedy’s administration. Although Camelot was staffed by the brightest people whose IQ was off the charts, they as a group had so little diversity in opinion and viewpoint that none of the inner circle held the view that the Bay of Pigs invasion was an exercise in folly and miscalculation. been.
Groupthink, one suspects, is at work overtime in Indonesia today. Whatever Jokowi does or doesn’t do over the Coronavirus outbreak is wise or excusable because of the political complications.
Terrible record but you gotta admit Anies Baswedan looks like a leader when other political leaders are pussyfooting around wringing their hands or stubbing their feet
No one else can do better than Pakde. So when Anies took to TV and social media to announce the initiatives that Jakarta, was making, including the closure of schools, it was dismissed as yet another antic of Anies the Sweet Talker with No Substance.
In spite of his record of failure to deliver, Anies looked decisive, he looked open and he looked like a leader when compared to Jokowi’s fumbling doesn’t not occur to any member of the Groupthink.
Their instinct is to dismiss the fact that Anies did better than Jokowi in this instance. They’ll now take to social media to disparage and scorn him. This has not been lost to Indonesia’s netizens who are slowly but increasingly wising up to their antics. hence the backlash against Jokowi’s Buzzers in social media.
This is dangerous in the extreme for Jokowi who because of the Groupthink surrounding him, would have lost his ability to sense danger.
And danger there is. The public is getting more disillusioned by the day by the culture of impunity that Jokowi has allowed to grow in his administration. You have the Health Minister Terawan who failed miserably to handle the first stages of the Coronavirus outbreak in Indonesia who has not been sacked or even chided.
Lashed to incompetence and creating a culture of impunity
You also have imbecilic officers like Siti Hikmawaty, the Commissioner of the Commission for the Protection of Children saying stupid things like a woman can get pregnant if she swam in the same swimming pool as a man, yet has not been chided or removed from office. The list goes on but the message people get is that the bad guys do not get punished or removed but allowed to fester in the administration.
She who says women can get pregnant if swimming with a man in the same pool is still sitting comfortably in office, drawing her salary
Jokowi’s abysmal handling of the Corona virus outbreak also poses a political danger to him. With the national Government seemingly paralyzed by inaction and indecisiveness, the regional leaders are beginning to assert themselves in this leadership vacuum.
Jakarta Governor Anies Baswedan’s announcement of school closures and his publishing a map of Coronavirus infections in the city con only be interpreted in this context.
The problem is that this Governor, who comes to power by allying himself to racist and religious extremist politicians, is starting to look like a leader.
The last thing most of us want is for Anies to come to power. It hurts all the more to realize that Anies’s gins are only possible because of the ineffectiveness of Jokowi’s leadership.
It is time that Jokowi does a reality check of what sort of advice he is getting from his advisors and whether he’s only living in an echo chamber build by Groupthink.
But here’s the irony: how will he ever know he would have to do this reappraisal, as none of his advisors will bring this up to him (and Unspun doubts that Jokowi reads this blog).
In sociology there is something called the Johari Window where one of its quadrants contains something that everyone else knows about you; butt it is something that you do not know yourself. It is the building block for Greek tragedies as heroes inexorably plunge to their fates inspite of all the signs warning them of danger.
A battle royale is raging on Twitter between established online media houses including kompas.com, kumparan.com and professional buzzer @Kurawa and so far there have been threats of legal suits, applying the Draconian UU ITE and others.
The story unfolded on January 5 when Rudy Valinka, aka @kurawa, tweeted an accusation against Jakarta Governor Anies Baswedan for media placement carrying the messages that he was GoodBener (rally good, a play on Gubener) to become President. Kurawa said it must have cost a few hundred million rupiahs, an unnecessary expense that could have been used to alleviate the plight of flood victims.
He then followed up with screen grabs of how several media outlets seem to have similar headlines and quotes.
Here’s one from Kumparan.com
This one from detik.com
And this one from Kompas.com
Then @Kurawa started saying he was disappointed by kompas.com for receiving a media placement from Anies, as he thought that Kompas.com was really objective.
@Kurawa also attacked other media, including Jawa Post. The editor replied to him on Twitter saying that their reporter had not ”complied with proper procedures” when uploading this story and they were therefore removing their story.
Kompas fought back, saying that their journalist wrote the original story and others had copied their content. Kumparan also disagreed to allegations. From there, as with the way of social media, things all got heated up and murky because everyone started weighing in.
There was talk of lawsuits, the use of the UU ITE, going to the press council and other remedies. As usual, everyone had strong opinions.
What lessons can the rest of us get from this incident? Here’s Unspun’s list:
1. Kurawa may or may not have jumped to a premature conclusion that the publications all had been bought over by Anies to report the incident. The media, however, still needs to look at themselves and how they report the news
2. What’s obvious is that there was a lot of cut-and-paste and story/photo sharing on the level of the reporters. How This managed to evade the scrutiny of the editors is the real story here. And even if they had, surely a good editor would look at the competitors’ stories the next day and call in the reporters for the cut-and-paste stories?
3. The established media’s standards have been dropping for a long time and they are not functioning as a vigilant Forth Estate should. Issues and incidents arise and just as fast sink into obscurity and neglect. There is no follow-through of stories to their end. Hard questions are not asked.
4. The established media houses should realize that the only way they can recover from this tailspin of diminishing advertising revenues is to boost their credibility. It is only with good, hard reporting that they can stand any chance of staying alive, let alone return to profitability. The Guardian is a good example where good journalism pays.
In a time in Indonesia when all the three estates of the country – the Executive, the Legislature and the Judiciary – have shown themselves to be dysfunctional, it is more important now than ever for the Press – the Fourth Estate – to provide the checks and balances that would ensure that Indonesia remain a vibrant democracy.
One can only hope that this incident forces everyone involved to do some introspection of their rights and obligations to Indonesian society, and then go ahead to discharge them.
There is something amiss in the Government’s handling of the demonstrations that have taken place in at least nine cities over the past week.
It is at best, half-hearted and amateurish; at worst, grist for a conspiracy theorist’s mill.
Contrast this week’s handling of protests with that of how it handled the protests surrounding the riots of May 21 and 22, after Prabowo refused to accept the results of the Election Commission’s decision that Jokowi had won the presidential elections.
Reformation in Repair. Source: The Jakarta Post
The police acted with discipline, determination and restraint.
And it was communicative, calling press conferences and briefing the media often on developments and messages the government wanted the citizens to know. Police Chief Tito Karnavian was also highly visible in press conferences, giving the public an assurance that things were being handled properly and everything was under control.
Jokowi too was visible, giving press briefings and appearing confident that everything was under control.
Unspun remembers conversations with Jakarta old timers marveling about how professional the Indonesian Police Force could be if it wanted to.
Then the student demonstrations began last Wednesday and the Police suddenly looked amateurish again in their handling of protestors. Time and again the police had to apologize for its mistakes and videos of police brutality began cropping up.
It had to apologize for a policeman running into a mosque with shoes on to apprehend a protestor. It had to backtrack after accusing Jakarta City ambulances of carrying rocks, petrol for Molotov cocktails and fireworks to supply rioters. It shot teargas into Atma Jaya University, a zone set aside for first aid to injured protestors.
In its communications Police seemed to play a defensive game, otherwise issuing admonitions that fell on deaf ears.
And all this wall, what realty stood out was the absence of leadership. Tito gave a press conference somewhere but he said nothing substantial. He then virtually disappeared from the public eye.
On the Government’s side the deafening silence from Jokowi is astounding. That left the way open for the relics of his government, Coordinating Minister for Political, Legal and Security Affairs Wiranto and Presidential Chief of Staff Moeldoko to fill in the vacuum with their tone-deaf hectoring and defensive statements. Many wondered why the Presidential Chief of Staff, who should concern himself with the internal running of the presidential office, was acting as government spokesperson.
In the vacuum of information that they have created, all sorts of conspiracy theories have begun to surface.
Some say that Jokowi has his hands full trying to balance the demands of the parties in the new Cabinet. Others say that the police ineptness is part of a conspiracy to weaken him. Still others hint of dark forces at play orchestrating paid rioters to create mayhem.
Nobody really knows what’s happening and whether the government will get a handle on things, and that’s the problem.
Indonesia is at an important juncture. After over two decades of Reformasi, corruption and sense of entitlement among the elite have made a strong comeback. The swift and cavalier passage of the Bills to the KPK law and Criminal Code was a manifestation of this comeback and its contempt for the other sectors of Indonesian society.
Through the passage of the Bills Parliament has shown that it cannot be trusted to act in the public’s interest. The Judiciary Has along ago been discounted as an institution that can protect their rights. And now the Executive, helmed by Jokowi, is also showing signs of tentativeness, indecision and compliance to the demands of conservatives.
What that means for most people is that Indonesia is approaching a failed state. This sounds dramatic but how do you describe a nation when none of the branches of government can be relied on to act as a check and balance of the other branches?
This is why the students are right in refusing to meet with Jokowi unless it is in an open forum where he can be held accountable. And they are right to continue the pressure through further protests until the message gets through that the Executive and the Legislature is accountable to the people.
Communications, or lack of, is digging the government into a bigger hole than it is in because of issues surrounding the amends to the KPK and criminal Code laws, Papua, forest fires and the president’s family.
With public sentiment at best skeptical at worst critical of the government, communications can make the difference between people’s perception of the government as open, responsive and accountable – which would make it easier to quell tempers and protests – or as arrogant, tone deaf and defensive – which would only serve to escalate tempers and intolerance.
Minister Amran: Try being a minister if you like to protest. Source: Katadata.com.
The latest misfire came from Agriculture Minister Amran Sulaymaniyah commenting on the protests yesterday in which tens of thousands of students took to the streets in many cities through Indonesia to protest the amendments to the Criminal Code and other laws.
“Those who like to demo should become a minister,” he was quoted as saying by katadata.com. “Then they’ll know what its like to be a minister,; he said, adding “Enak Aja”, an Indonesian term that roughly translates into “you don’t know shit, so shut up.”
Obviously he hasn’t heard of the saying “heavy is the head that wears the crown.” Nobody forced him to become a minister, he accepted the job and is now bellyaching about how people don’t understand the difficulties of b ring a minister when confronting demonstrators?
Then there was Coordinating Minister for Legal, Political and Security Affairs Wiranto who told the press yesterday that the student protests were no longer relevant because the House of Representatives had heeded president Jokowi’s call to postpone the passage of the criminal Code and other controversial laws.
Again, this was a display of the lack of perhaps thee most vital skill in communications: listening. If he had listened to what the protesters had to say, he would have realized that what they were effectively saying was that they wanted amendments to these laws cancelled, not put aside like some unholy zombie to rise again when the public is distracted elsewhere.
Listening would also inform him that the subtext of the protesters is that they can no longer trust the Legislative and Executive branches of government to do the right thing by them and the nation. The Legislature because they could originate amendments that seek to rob its citizens of the right to choose their own lifestyles, their freedom of speech and action. The Executive for being too weak to veto such atrocious amendments and then, belatedly, tried to band aid things with some Palau my about protecting the KPK’s rights, and a request to remove the article about insulting the President.
Furiously digging the same hole was the President’s Chief of Staff, who was who was quoted by CNN as saying that the student protesters should understand that the Executive and Legislature had decided to discuss further the legal amendments and that the President now had many important things such as Papu and forest forest to occupy his time.
If one were vulgar one would interpret his quote as effectively saying” We already threw you bone by postponing the passage of the amendments, so fuck off and leave us alone. We have more important tasks than to cater to your sods.”
All this does not help.
Neither has the Legislature. The Leader of the House of Representatives Bambang Soesatyo was at his misogynistic best when during a meeting with the press in which a woman reporter asked several questions, he unctuously and patronisingly asked her “ada pertanyataan lagi, sayang?” This is equivalent in English to “any more questions, Honey?”
The reporter fell silent, probably from outrage. The men laughed and Bambang sought to make it up to her by saying “its OK because we are all family. I know you all….(illegible) you all young.” Think creepy uncle.
The public perception is that the legislature is definitely out of touch with the people’s aspirations. On top of that they are all entitled and voracious money grabbers who are uneducated, unsophisticated and unfettered by scruples and morals.
If the Executive is not careful and quickly acquire some communications skills and advice, it will be lumped in together with the Legislature. Then it will be too late. It will be like the Hong Kong Government being tone deaf and committing a series of mistakes and inflaming the Hong Kongers to the extent that confrontation rather than accommodation becomes the norm.
And when things got really bad, the Hong Kong Government finally realized that it needs to communicate better. It invited several international Public Relations firms to help it communicate better but it was too late. Not a single PR firm took up its offer to pitch for the business.
As things stand it is still not too late for the Jokowi Government. The President still has a lot of social capital from his past performance but that is depleting fast at this rate unless he does something about his cabinet’s communications. He needs to seek professional help soon or end up looking like Hong Kong’s Carrie Lam – reviled, untrusted and ineffectual.
This is what I co-wrote with my colleague Marsha Imaniara on the fiasco surrounding Garuda after it issued a circular banning passengers from taking photos and video clips on board its airplanes.
