Argyle Commmunications

People gather at makeshift memorial for victims. Photo from Yahoo! News Canada - April 21, 2013

After Boston, three reasons society’s response to terror has changed

Recent international media stories have focused on the resurgence of terror in North America – notably the Boston Marathon bombing and, in my country, the pre-emptive discovery of an Al-Qaeda plot to attack a train route between Canada and the United States.

Terror can be unifying in its midst, yet polarizing in its aftermath – particularly when security hawks clash with civil libertarians about where to strike the balance between public safety and public liberty. For public relations professionals, such times are often reason for anxiety, as we tend to value dialogue and the quest for mutual understanding – all of which becomes more difficult when senseless acts defy explanation and fear fills the void. more »

Three principles that can help avoid (or contain) a reputational crisis

It’s easy to know when a company is in reputational trouble: just Google their name alongside the term “PR disaster.” The Royal Bank of Canada is a case in point — finding itself in a mainstream and social media firestorm this week for its controversial outsourcing arrangements with foreign workers. RBC CEO Gordon Nixon took personal responsibility, responding with an open letter and a newspaper ad campaign to apologize to employees affected by outsourcing.

What can senior managers and communicators learn from RBC’s bad week? more »

As Pope Francis takes office, there are lessons for communicators everywhere

Photo found on CTV News - March 14, 2013

In a year that has already brought many surprises in global affairs, none has been greater than the resignation of Pope Benedict XIV and the election of Pope Francis. Regardless of one’s faith or views about the Pope and his church, the announcement presents a fascinating case study of one of the world’s most venerable institutions facing the challenge of communicating in an era of dramatic change.

The key elements of the church’s recent history are familiar to many organizations: a leader — Pope Benedict — succeeds a more charismatic predecessor. He’s challenged to communicate with a massive, multicultural, multilingual follower base — with changing attitudes and a greater propensity to question authority. An empowered community of activists demands greater transparency and accountability for serious misdeeds in some quarters of the organization. And the organization’s hierarchy is more suited to outbound communication than open dialogue. Pope Francis comes from the pastoral tradition — a type of experience and skill he will need.

In Australia a little over two years ago, I shared a stage with Monsignor Paul Tighe, Secretary of the Pontifical Council for Social Communications. An astute communicator, he is one of the Vatican’s most senior media figures. Here are some insights I took away from that dialogue with him, which seem particularly relevant today — not just to the church, but to all organizations. more »