Maverick’s views on the Garuda fiasco

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.

https://m.kumparan.com/marsha-imaniara-1563432131140003103/alasan-garuda-indonesia-terjepit-akibat-menu-tulis-tangan-1rUXfXMLbKX?utm_source=Mobilesite&utm_medium=copy-to-clipboard&utm_campaign=Share

And this is the English version in the Maverick blog

https://maverick.co.id/the-reason-why-garudas-in-a-tight-spot-over-hand-written-menu/

Maverick now in select circle of crisis and litigation communication experts

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https://maverick.co.id/maverick-admitted-to-international-alliance-of-crisis-and-litigation-specialists/

 

Leica ad draws heat in China for a photo shot by a Nikon

The advertisement below is dramatic to say the least. It depicts how journalists risk their lives to bring us the images that will change the world.

One of the most iconic images in the world is one shot in Tiananmen  Square on June 4 1989 when a lone man carrying shopping bags stopped a column of tanks by standing in their way. It came to stand for the students defiance against an authoritarian regime and was dubbed the Tank Man.

tank man

Leica released an advertisement last week telling a story of what it must have been like for the journalist who took the photograph. All powerful stuff and expertly shot and quickly drew the ire of the Chinese Government and other Chinese.

The Tiananmen Incident remains till today one of the most sensitive issues in Chinese society. The Govenment has banned all mention of the incident. Other Chinese, however, have hailed the ad as something that needs to be said. Still other point out that by airing the ad, Leica is jeopardizing Huawei in a sensitive time, because Huawei uses Leica lenses in its handphones.

Leica has since disowned the ad, saying that it was unsanctioned by Leica and it was the fault of the agency that produced it for loading it onto the net. Yeah.

The political fallout is one thing but what strikes Unspun as ridiculous is that the journalist depicted were almost certainly using Nikons than Leicas. There were actually four journalists that managed to snap photos of the tank man.

Three of them told The New York Times that they were using Nikons. The fourth did not say but there is no evidence he used a Leica.

So you decide whether the Leica ad was a good ad that spoke truth to power, an ad where poetic licence was more important than facts, or a needless provocation of the Chinese Government and some of the Chinese?

 

The Biden affair: emerging stock phrases for harassment allegations?

Since the #MeToo movement, one of the dreaded developments for male politicians in America must be to be accused of inappropriate behavior toward women colleagues.

Former US Vice President Joe Biden was accused last week of “inappropriate behavior” by a Nevada politician. She said he tried to kiss the back of her head.

190331094527-lucy-flores-exlarge-169.jpg
Nevada politician Lucy Flores started the ball rolling by accusing Joe Biden of inappropriate behavior

This was followed by another woman who also alleged that Biden acted inappropriately toward her.

Was this it for Biden, who may still want to run in the upcoming presidential elections? Has Uncle Joe morphed into Creepy Joe almost overnight? And what is one to do in the face of such potentially damaging allegations at a time when men in high and powerful have regularly been outed for inappropriate behavior toward women and have had their careers destroyed, sometimes deservedly, sometimes not?

Biden’s carefully crafted response to the allegations is worthwhile looking into for crisis managers looking for clues to handle such situations.

In many years on the campaign trail and in public life, I have offered countless handshakes, hugs, expressions of affection, support and comfort and not once — never — did I believe I acted inappropriately. If it is suggested that I did so I will listen respectfully. But it was never my intention.

I may not recall these moments the same way, and I may be surprised at what I hear. But we have arrived at an important time when women feel that they can and should relate their experiences, and men should pay attention, and I will.

I will also remain the strongest advocate I can be for the rights of women. I will fight to build on the work I’ve done in my career to end violence against women and ensure women are treated with the equality they deserve. I will continue to surround myself with trusted women advisors who challenge me to see different perspectives than my own.

And I will continue to speak out on these vitally-important issues where there is much more progress to be made and crucial fights that must be waged and won.

It is a clever response. Not apologizing and not admitting to any wrong doing or inappropriate behavior yet not dismissing the allegation. In fact he paid lip service to the importance of how we have “arrived at an important time when women feel that they can and should relate their experiences, and men should pay attention”

All reverential and paying tribute to women and their views. Then he moves on to his track record of defending women’s rights and how he will continue to do so.

The rest of the response was in the hands of his defenders – co-workers and colleagues. There is little else that he can do really. To try to defend himself more would make him sound defensive and only third party voices would have credibility at this stage.

One of his defenders was Susan Rice, the US’s Ambassador to the United nations during the Obama administration. Her choice of words was also interesting and her words, taken together with Joe Biden’s statement, seems to suggest that some new stock phrases for facing allegations of inappropriate behavior may be in the making.

Rice tweeted:

I respect every woman who chooses to share her uncomfortable (and worse) experiences with men. Their perspectives must be heard and taken seriously. I have worked closely with @JoeBiden for many years. In my experience, he is warm and affectionate with women (and men). But never have I found his actions inappropriate or uncomfortable. I have always appreciated his kindness and warmth.”

Most importantly, I know @JoeBidento be a dedicated ally, champion and defender of women and all of our rights. There is no one I would rather be with in a foxhole. He is one of the most decent, honorable men I have been privileged to work with.

There it is again. That reverence (I respect every woman who chooses to share her uncomfortable (and worse) experiences with men. Their perspectives must be heard and taken seriously) before stating her position supporting Biden.

So you have it, expect to see more of the  reverence-denial stock phrases cropping up more in the future.

 

Did Bukalapak’s Achmad Zaky really apologize?

For years we have been using Achmad Zaky interview tapes to demonstrate to media training clients what not to do when speaking to the Press or, in his case, to anybody really.

That’s because when he speaks before cameras the performance is usually cringeworthy for any PR professional. he usually comes across as cavalier, gruff and unpolished and saying things that aren’t always relevant and sometimes comes across as offensive.

Now, of course, Achmad Zaky has outdone himself.

Yesterday he took to Twitter to rail against the Government’s allocation to R&D:

Bad enough that he implicitly criticized the government for paying lip service to Industry 4.0 (if anyone knows what 4.0 is supposed to mean please let me) without providing the funding for it.

The biggest mistake in his Tweet, however, is when her seeming attacked the president personally in this sensitive runup to the president elections. “Hopefully, the next president would be able to increase (the funding).”

This Tweet caused a Tweetstorm from Jokowi’s supporters using the hashtag #uninstallbukalapak They feel particularly betrayed because Jokowi recently graced Bukalapak’s anniversary celebrations and appeared side-by-side with Zaky before the Press.

This is a favor, according to industry insiders, that Ahmad Zaky has been clamoring for. They say that Zaky has been envious his rival, Tokopedia’s William Tanuwijaya who seem to get much more attention from the media and the President than Zaky. So when Zaky was seen criticising the president and asking for his ouster with the “next president” reference, it hurt particularly bad.

When the criticisms started raining down on him Zaky tried to explain his way out of it with another Tweets:

It’s one of those non-apology apologies where he explained how his intent was misconstrued and misrepresented.

He then tried the maaf  word, but here again it was a non-apology apology. “Sorry to Jokowi’s supporters if there was anything amiss in my words has caused any misconceptions. I know Jokowi as someone who is good whom I consider like my own father (we’re both from Solo). Recently he visited us at our anniversary. There is certainly no ill will in my Tweet.

It is apologies like this that infuriate people. Explanations and justifications instead of an admission of wrong doing followed by an absence of proper contrition. It would not be surprising if it inflames rather than abates the fury of Jakowi’s supporters toward Zaky.

Indonesia has few unicorns as it is and Bukalapak provides a good challenge to Tokopedia and other other players. It would be a pity if Zaky’s lack of communications skills sinks his promising business.

He should get professional help, or at least listen to his professional PR advisors if they are any good, before he utters the next public statement or Tweets his thoughts. And while he’s at it he would do well to also whether his gruff communication style has rubbed off on the rest of Bukalapak, resulting in his minions treating their vendors and partners with the same perceived lack of care and respect.

 

 

 

Crisis Management Observers: Watch how Pertamina manages the Balikpapan oil spill

So far so bad. The company for four days ruled out the possibility that it was responsible for the oil spill.

It only admitted late yesterday that a raptured undersea pipe belonging to the company caused the oil spill that caused the deaths of several fishermen when part of the spill caught fire.

To jump to conclusions without first finding the facts and verifying them before making an major announcement is an early sign that this company has not been trained properly in crisis management principles.

Let’s wait to see how it makes this crisis situation in the next coming days.

Two sides of IDX head Tito Sulistio in balcony collapse incident

Is Indonesian Exchange President Director Tito Sulistio a callused, professional devoid of any empathy or a caring man of action who responded selflessly and bravely to the disaster when the balcony of the stock exchange building collapsed yesterday?

Well, it depends on which aspect you see and base your impression of the man on.

If you see how he reacted to reporter’s questions, as in the videoclip below that went viral on Twitter, you’d probably come to the conclusion that he’s insensitive, and a bit of a self-perceived macho kinda guy.

https://twitter.com/twitter/statuses/952808410243739649

That was the conclusion you’d come to when watching the video. The almost defensive insistence that the trading system is unaffected against a few injuries, gives one the impression that he doesn’t care about the injured victims and all he’s concerned with is that the trading resumes. Visually he had a couple of buttons undone on his shirt and a gelang (bracelet) that is more associated with preman than professionals (The parking attendandant at Beautika on Jalan Moestopo sports one as well).

But there is more than meets the eye with Tito.

Apparently he was looking a bit dishevelled in the interview because he had been busy helping carry victims to safety and, according to the Twitter user below, had had his jacket on but had used it to wipe the blood from the would of one of the victims. So it seems that his unkempt look came because he was too busy attending to the victims rather than his looks.

So there we have it: the appearance and the reality. Which should public office holders prioritize in emergency situations?

Both, is the answer. The reason is that the thousands and maybe millions of people out there who have no easy and thorough access to information will judge Tito and the IDX based on what he says, and how he says it, to reporters. They will see only what is on a videoclip or television segment and react from there.

On this score Tirto and the IDX seems ill prepared. He should have expressed sympathy for the victims, explained to the best of his knowledge what happened, why and what he plans to do about the situation. This is called the 3Rs of crisis communications – Regret, Reason and Remedy. Anything less than three elements in a crisis-like situation and the audience is likely to come to the wrong conclusions about your motives, sensitivity and ability to bring things under control.

The visual cues the spokesperson sends during his media interview, even door-stop ones, are also important. If he has to stop to speak to the media he should be trained to ensure that he looks composed and in control. He may roll up his sleeves but a couple of buttons undone sends the wrong signal. And that bracelet. Tirto needs to ask himself what signs that sends out, even in non-crisis-like situations.

Some would say that it’s not fair to expect him to be mindful of being media savvy in such a turbulent moment, but hie is in public office and during moments of crisis or disasters the public needs people like him to stand forth and point the way. It is not fair but that is one of the demands of high office. Its not fair but its life. Like it or not, one has to deal with it.