Managing Phony Issues & Conflict on Social Media

Managing Phony Issues & Conflict on Social Media

Managing Phony Issues & Conflict on Social Media

During Clinic #96 on “Protect Your Work from Citizen Anger (and Politics!)”, we outlined how to prevent being end-run by your projects’ opponents.

More importantly, how to see end-runs as a symptom of a problem — rather than the problem itself.

If minimizing pseudo-input is key, what can professionals do about the massive amounts of phony issues being slung all over Social Media?

This is worth a whole webinar of its own! (In fact, it will be the crux of the Clinic #99.)

There is SO much mis-information on the Internet, much of which your public cannot decipher from facts related to your work —  don’t think you’re going to combat that volume of content.

But you can get pretty close!

What you can do, is take note. A lot of notes actually.

Keep a running list of what pseudo-issues are being shared on Social Media.

Use Social Media as a listening device — even if most of what you’re hearing is garbage.

Try to identify who is generating and perpetuating these issues. (Not publicly, but for your own understanding of what communication lapses your team isn’t already aware of.)

If fake issues circulating (about your project) are getting ANY traction on the web, you need to know it!

You can’t possibly address these phony issues, and help the public see them as “pseudo-input” if you aren’t even aware of them.

Use Social Media, to deepen your understanding of the whole ecosystem of phony issues, mis-information, or misunderstandings and the people who promote them.

Even though these issues are misleading for stakeholders, and qualify as “pseudo-input”, you have to publicly identify each issue as such before soliciting for real input.

If an online user says “No, don’t do it!” — that isn’t input unless you:

  • – Didn’t anticipate that reaction from anyone.
  • – Expected to hear that from other stakeholders, but not THAT stakeholder.
  • – Had no idea this person, group, or sister agency saw themselves affected by your project.

If that’s the case, then that’s a symptom that you also need to have a better handle on who your PAIs (Potentially Affected Interests) are, and how they see your organization and Mission (Clinic #95)… As well as what pseudo-issues they are conflating with bona fide issues.

Granted, scanning Social Media and online outlets for phony issues isn’t exactly fun, nor where your expertise is…

However, once you demonstrate that you have a complete handle on nearly all the pseudo-input out there, have adequate responses to each, you’ll help clarify what is real input, and what is pseudo-input, for the rest of the public.

Do that, and you’ll have made some serious progress!

 

Learn more about:

  • – preventing pseudo-input,
  • – dealing with stakeholder emotions, and of course
  • – how to keep politics from interfering with your effectiveness

by selecting from nearly 100 topics in our Clinic Library.

Managing Phony Issues & Conflict on Social Media

Why Opponents’ Dirty Tactics are so Effective for Decision Makers

Why Opponents’ Dirty Tactics are so Effective for Decision Makers

Hard problems are hard to solve.

As subject matter experts, most of your solutions will have serious drawbacks.

Do NOT expect negatively impacted stakeholders to like your proposal!

Some will even resort to “playing dirty”, attack you personally, or dispense mis-information to get you to stop.

A listener to our monthly webinar asked:

What can I do when their use of misinformation to lobby decision-makers is successful?

How can I correct the misinformation in a way decision-makers might be able to consider if they are somewhat swayed by the tactics of opponents?

It’s true, you need to be concerned when a policymaker is swayed by the tactics (especially dirty tactics) of an opponent.

You must be careful not to attack the person directly, only his position and possibly behavior.

But take a deeper look at what’s causing this situation.

The reason these tactics work (regardless of how legitimate the opponent’s tactics are) is because there’s some doubt as to how…

  • – Fair
  • – Caring
  • – Responsive, and/or
  • – Responsible to the Mission your team was in relation to this opponent.

If there’s ANY doubt that you played fair, that you listened, that you actually cared about the negative impacts your work will have on an opponent — you can expect policymakers to be swayed by their argument.

Even when based on mis-information!

Even if only 1% of what they say is true!

Think about it…

Opponents are MORE effective when they play dirty!

By calling your level of concern, compassion, or fairness into question — they are sure to grab decision-makers’ attention.

These (dirty) tactics are useful information themselves.

Critical information for you.

Dirty tactics are an indication that a stakeholder feels justified in suspending his own need to be fair… His own values.

Opponents who use mis-information and dis-information are sending you a deeper signal: that they don’t trust YOU.

Even more important than revealing these tactics to decision-makers, you need to understand WHY an opponent feels justified in using these tactics.

If you don’t understand why a stakeholder is spreading mis-information, or using unfair tactics, you won’t plug the well from which these ploys spring.

 

Prevent dirty tactics from having their intended impact, and stay on track to fulfilling your Mission by streaming access anytime to our Consent-Building Library.

Managing Phony Issues & Conflict on Social Media

How Should Public Agencies Funded by Users, Weigh Non-User Input For Decision Making?

How Should Public Agencies Funded by Users, Weigh Non-User Input For Decision Making?

An organization that participated in one of our recent monthly Clinics asked an interesting question:

“Agencies were created by the public, but many agencies are funded largely by users (i.e. hunting and fishing licenses). When there is disagreement, does the will of citizens trump the will of license holders?”

A fair question, as “fairness” is what’s really at the heart of it…

 

Game Hunter

 

This goes back to something we brought up in the follow-up exercises to Clinic #89 (received by those who attended the live webinar, or are annual subscription holders)… And that is the history of the agency.

When you understand the actual origins of your organization, how it formed, it’s original mission and how that mission has evolved — you stand a better chance of getting your larger public to understand this, and why who funds the mission doesn’t impact decision-making.

Like many agencies, the mission of an organization that originated with self-taxing users (hunters, fishermen, boaters, etc.) has likely morphed over time.

 

Take for example, the Bureau of Reclamation (USBR)…

Originally, created to bring water out to arid areas during the settling of the western states, USBR’s mission then changed during the Great Depression to help support jobs and industry through the creation of public power.

A couple of generations later, with the Endangered Species Act of the 1970s, the USBR’s mission nearly took a 180-degree change as the very dams created by the agency were found to jeopardize salmon.

The same agency that had built the dams to assist farmers during the Homestead Act, were now dismantling those same dams and sending the water down river to protect species of fish.

Hoover Dam

 

At the time of the USBR’s creation, a problem had been identified: arid land being settled in the western part of the U.S. couldn’t be farmed without help to irrigate it through the creation of dams.

Later, another problem was identified: industry and jobs needed electricity. The agency that had built the dams, was identified as the right entity to address that problem — and so their mission broadened.

When the public concluded it was a problem that species were becoming endangered as a result of dams, the same agency (USBR), that built the dams was found to be the appropriate one to deconstruct them to protect those endangered species (and not the farmers they were originally mandated to protect!).

 

Back to the question at hand — whose input has more weight…?

A user who funds the agency, or the general public…?

The thing is, an agency that manages and protects natural resources likely has had such an evolution of its mission.

The percentage of people who hunt and fish, is on the decline. Yet, the public that benefits and appreciates wildlife continues to expand. What hasn’t happened for many such organizations, is an informed public discussion about the mission’s expansion.

When the public identifies either a problem, or an opportunity — such as the need for wildlife that is not for hunting, or is non-game — it will find or create an agency to address that problem/opportunity.

How we fund it, is somewhat immaterial!

It’s a separate conversation, but if it’s seen as a legitimate problem/opportunity — the public WILL find a way to fund it, with or without license fees.

Look at funding of public schools — it comes from property taxes, regardless of whether or not the taxpayer has children attending public schools. And parents of public-school students — who aren’t property owners — have just as much say as the taxpayers that fund those schools.

Society uses the same approach towards roads… Truckers pay more via gas taxes, but don’t have any more say about transportation projects than people with electric cars — who don’t pay any gas tax.

In fact, we can’t think of a single instance where what you pay, relative to a public agency, gives you more say than anyone else. Even if you have more at stake!  (We wouldn’t rule it out, it’s just we can’t think of any at the moment.)

And sure, you can join the PTA, or a truckers’ lobbying group — and make your voice louder — but again, that doesn’t have to do with who much you pay through fees or taxes.

What’s happened isn’t that we’ve shirked a public discussion about “what’s fair?”… It’s that we, as a society, have concluded that we all benefit from children who attend good schools, whether or not the children are our own.

Similarly, don’t we all benefit from organizations that protect wildlife, even if we don’t hunt or fish that wildlife?

 

Butterfly

 

Departments of Fish & Game (or “Game & Fish” if you’re in landlocked states) have to bring their public and the policymakers along that the organization’s mission has changed over time. (This “public” includes the license-bearing hunters and fishermen.)

So if you’re agency is in a similar fix, where a minority of the population funds the agency through licenses and fees, it might be time to put your leadership skills to work and get the larger public, which benefits from the agency’s evolved mission, to start paying more of it’s share of the cost of that mission…

Missouri has done just that through a state wide tax that support their wildlife agencies, because they created such a public dialogue and the public concluded, everyone benefited from the mission of those agencies.

But you can’t jump into that conversation without first bringing the public up to speed on the history of the organization’s mission, its evolution, and who it now serves (i.e. that by creating a rich flora and fauna, you serve far more than hunters and fishermen).

Then, as a separate issue, the public and policymakers can worry about how to fund that broader mission.

Otherwise, the public will identify a need that (it perceives) isn’t being met and will create a parallel agency to replace you!

(Just look up the Soil Conservation Service — it easily could have served the same role as today’s EPA, but didn’t see a natural broadening of their mission and so the agency was ultimately decommissioned.)

Social Media: A Tool or Weapon for Informed Consent Building?

Social Media is so much more than a high-tech medium.
But you already knew that, right?

It’s what we call, a “Meta Consent-Building Tool”.

IF (big IF!) you know how to use it, it can do SO much for your effectiveness, credibility, and legitimacy.

Of course, it could just as easily ruin you.

That’s the thing, it’s a great tool, or a weapon — depending on HOW and WHO is using it!

This webinar is geared JUST FOR YOU — if you ever ask yourself:

    • Should we use Social Media? Or will it just put a big target on our back?!?
    • How the heck do we know what to post?
    • What are the risks for a public-sector organization like ours (and/or our clients)?
    • Is there a recipe we can follow when using Social Media?
    • What if someone is using Social Media to spread rumors and misinformation?
    • How do we get the public to engage with us in a meaningful way?
    • What can we do when someone post their opinions as “facts”?

Even if you aren’t ready to get our Guide to Cracking the Code on Digital Engagement & Social Media, you can still download our FREE 7-Point Social Media Checklist.

  • These tools were designed with YOU and your public-sector mission (and critics) in mind.

Why Your Website Needs a Makeover to improve informed consent

We’re often asked: “How should we use our agency’s website, Facebook page, Twitter feed . . . to engage with our public?” 

It’s a great question. (One that you won’t find answers for, even if you Google your heart out trying.)

You’re not an employee in a business — so going after “leads” and “conversions” doesn’t translate well into the mission the public gave you.

Yet, your public expects you to have an online presence….!

But how do you do it?!?

Rightly so, you’re probably concerned about:

  • Staff hours spent generating and monitoring Social Media platforms
  • The risk of posts taking on a life of their own and backfiring on the organization
  • Giving the impression everything is up for popularity vote
  • Only scratching the surface on complex projects, and as a result — creating false impression of the key issues
  • Technology and Terms of Use for 3rd Party Platforms change frequently
  • What constitutes “engagement?”  Is it a legitimate objective?
  • What’s the best way to reach our public?
  • “Do people even look at our website anymore?!?”

 

We’ll answer these questions, your specific questions — and more — in our monthly Consent-Building Clinic.

 

During Clinic #74, we’re going to show you:

  • How VITAL your agency’s website is,
  • Why we can virtually guarantee you’re FAILING to use it to inform your public,
  • and Why you’re priorities are all WRONG.

Then, even though we only have 45-minutes with you, we’re going to really shake things up!

Because we’ve got advice that is loaded with value on how to turn your website into a Consent-Building powerhouse.

 

Don’t miss the BONUS video below on “Adding some Kryptonite for Your Opponents on Your Website”

 

Follow these tips and not only will you generate trust, respect, credibility and legitimacy.

Even your work’s fiercest opponents will conclude you’re committed to being fair and transparent (assuming you are!).

Get the Recording