Paul Wallbank – Brilliant Communications

Category: politics

  • How broadband won the Australian election

    How broadband won the Australian election

    In a dour and negative Australian election campaign, the National Broadband Network was the one issue separated the look alike policies of the two major parties. In the end, it decided the election.

    Privately developed communications networks are rare in the nation’s history for a combination of factors including Australia’s population distribution and commercial appetites for investment risk.

    Australian governments have always been critical to the development of regional communications, from the establishment of state operated railway networks, through the post office owned telegraph and telephone networks and eventually the road system.

    So the National Broadband Network is typical of Australian communications development where the government provides the infrastructure framework and the private sector grows around it.

    There’s no doubt regional communities understood the importance of being connected to the global economy, successive Federal governments have struggled with a patchwork of government programs such as the Universal Service Obligation and Broadband Connect in an effort to guarantee some level of service for all Australian communities.

    The NBN itself was conceived in the realisation that any solution that relied wholly on private funding was not going to deliver a national solution. This was view that regional organisations such as Digital Tasmania had held all along when agitating for their communities not being left behind.

    And Tasmania was were the vote mattered, the coalition failed to win any Tasmanian seats where three would have been won had the state followed the rest of the nation. Those three seats; Bass, Franklin and Braddon would have been enough to give the Liberal and National Parties power.

    Had the coalition focussed on the legitimate criticisms of the NBN such as the government’s failure to quantify the $43 billion price tag or NBNCo’s failure to produce a business plan then they may well have won the election.

    As the country Independents stated, the NBN was one of the key considerations in their decision to support the Labor government, so not getting their NBN policy right cost the coalition government in two ways.

    Now the NBN is going ahead we need to focus on what it can deliver, along with a sensible discussion on the right mix of fibre and wireless infrastructure, the proportion of private and public investment and exactly how much the project is going to cost.

    Now is the time to get on with building what will be the 21st Century equivalent of the roads and railways of the 20th and 19th Centuries.

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  • Why hung Parliaments are good for business

    Heather Ridout, the Australian Industry Group chief executive, is quoted that Independent control of Parliament will result in “instability, uncertainty and short-termism in policy development” which is an interesting view, given these are exactly the reasons voters have punished the major parties.

    Indeed Heather has seen this first hand as a member of the Henry Tax Review Panel, where the final report was hidden for six months, then the bulk of the recommendations were ignored and the few accepted were mutilated and taken out of context.

    All of this with no debate or consultation with the community in a review that would “position us to deal with the demographic, social, economic and environmental challenges of the 21st century.”

    So much for the vision of the big parties.

    Leadership isn’t delivered by risk adverse, focus group obsessed political managers doing deals with big corporations and lobbyists; it’s delivered by leaders who are capable of stating their case and steering their views, visions and policies through fair and robust debate, not hiding behind well crafted communications strategies and sound bites.

    We need leadership in both business and politics to face those 21st Century challenges the Treasurer identified when he announced the Henry Tax Review.

    A hung Parliament is a once in a generation opportunity to rebuild leadership and confidence in our governments. It’s one we shouldn’t squander.

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  • The new accountability

    The distrust and disengagement of voters in last weekend’s election holds valuable lessons for business.

    As the politicians have found, the days of empty slogans are over. If you say “people are your most important asset”, “service with a smile” or “no question refunds” then you have to be sure you value those smiling employees as they cheerfully refund money. Otherwise your disgruntled staff and customers will be letting the world know the truth quickly.

    We’re in an era of accountability. The connected society means all of us — in our professional, political and personal lives are more accountable than we have been for several generations. This is even more true of our businesses.

    A good example of this is restaurants; where twenty years ago few eating places were reviewed by newspapers or magazines while most scored a paragraph in an annual guide, which could have been up to two years out of date by the time it was in the bookstores.

    Today dozens of rating sites give customers the opportunity to report their experiences and customers are reading those reviews before they choose where to dine.

    The same process is happening in all industries, your business is being reviewed and discussed online in forums, blogs and various social media channels. You have to deliver on your promises and you will be caught out if you don’t.

    For society, the Internet and the new communications tools that run on it are changing how we deal with our peers, customers, employers and staff. We have more power and we have more responsibility.

    It’s interesting this point was missed by the political parties that ran campaigns that relied almost exclusively on TV, radio and print. Although it isn’t surprising seeing that both parties’ 2010 campaigns seem to operate in a 1960s time warp where cheap fuel, plentiful credit and unlimited mineral exports were the nation’s boundless future.

    This sort of complacency is understandable when you have a duopoly. As we know in the business world, a comfortable duopoly breeds cosy, risk adverse managers who spend more time squabbling over who should have the keys to the executive toilets than worrying about minor things like staff, new products or customer satisfaction.

    Which is what’s happened to our political parties; winning the privileges of power is all that matters to the factional warlords and their supporting ranks of scheming apparatchiks; just like second rate managers in a cosy, protected industry.

    The underlying beliefs of the major parties — free enterprise, a strong regional Australia or a fair go for the Australian worker have all became empty slogans and their markets, the voters, are now holding them to account.

    In many ways the three or four independents who will hold the balance of power are like upstart business that disrupt cosy markets, they are reminding the incumbents of the business they have chosen to be in.

    That’s the biggest business lesson from last weekend’s election; that in the new global economy the barriers to entry have fallen and new businesses are waiting to grab the customers you’re neglecting. Markets are moving quicker than ever and you need the tools and the teams to take advantage of the opportunities.

    Unlike the political world, today’s business environment has no place for the safe, comfortable incumbent. It’s a great time to be a genuinely smart company.

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  • Twenty Internet rules for politicians

    Twenty Internet rules for politicians

    In the 1960 US Presidential race, Richard Nixon’s campaign was thrown off course when his team misunderstood how the new medium of television worked from politicians. Today’s political candidates are facing the same challenges with the Internet and social media.

    Social media and the internet are great platforms for politicians to talk directly to their constituents without going through the filters of mass media however there are risks for the clumsy and ill-prepared.

    The main risk for politicians, and businesses, is the Internet increases accountability and magnifies gaffes; a mistake in a remote town that may not have been noticed by the press ten years ago can today be the lead story on the national evening news thanks to an audience member with a mobile phone.

    Social media increases that accountability as every tweet, Instagram post or Facebook update is effectively a public statement making these services powerful tools that need to be treated with respect.

    1. You’ve put it in writing

    As soon as a tweet, update or email is sent or published, it’s in writing against your name. Once you’ve posted it, it’s impossible to deny it – don’t even think about using the lame ‘my computer was hacked’ excuse. So don’t put on the Internet what you wouldn’t write in a letter or memo.

    2. Everything you do online is permanent

    Even if you delete an email, tweet or blog post after sending there will always be a copy somewhere. Nothing on the net is ever completely deleted and if it’s in the slightest bit controversial assume someone will make a copy. Think before pressing send.

    3. All online comment is publishing

    Prior to the Internet, publishing involved owning or hiring a printing press, radio station or television studio. Today anyone with a PC, tablet computer or mobile phone is a publisher. Every time you press “submit” you are publishing a comment with all the same potential consequences as writing an article or campaign flier.

    4. Off line rules apply online

    Many people on the net have the idea rules don’t apply online. Those people are wrong, defamation and electoral rules apply online as much as they do offline. What’s more, the Internet magnifies errors and dishonesty. Even if you haven’t strictly broken the rules, you still may find an ethical lapse could sink your campaign.

    The difference when you do it online is that the record is permanent and available world wide, that’s why it’s called the World Wide Web.

    5. The net makes copying easy

    In a digital world, all content is endlessly reproducible, so your material can be copied, altered and distributed easily. This was a lesson learned by a bunch of London lawyers ten years ago. Learn from their mistakes and use it to your advantage.

    6. Nothing is off the record

    Everything you write on the Internet is on the record; an offhand Twitter comment is just as official as a press conference statement or media release. So keep the smart comments off line. If you’re going to be rude about someone, don’t put it in writing on the net even if the message is supposed to be private.

    7. Online private and public domains are blurred

    While there are private channels on the Internet, the boundaries between them are not always clear. For instance a Facebook group can be seen by anyone who is a member, so postings in that group can be passed on from there.

    It’s also easy to make mistakes; a private Twitter message could go public if you hit the wrong key. There’s no shortage of horror stories where people have been included on email messages that were never intended for them.

    Assume everything sent on the Internet can potentially become public.

    8. Be transparent and consistent

    As a research tool, the Internet gives media, the voters and your opponents the opportunity to quickly verify every statement you make.

    If you are going say the dollar collapsed when your opponents were in government, check this really did happen. If your party promises a can of baked beans in every household then details of The National Baked Bean Access Program have to be online.

    9. The Internet loves a vacuum

    Should you leave questions unanswered, or if you make an empty promise with no supporting information, then you’ll find no shortage of people on the net willing to fill the blanks for you. Leaving people guessing is the quickest way to get an issue spinning out of control.

    10. Be careful of delegating

    It’s tempting to give the job of social media expert to the youngest staffer or volunteer in the office, however you are responsible for everything written. So if you delegate, think carefully. Blaming an over enthusiastic intern or contractor is rarely a good look even if it is true.

    A good example of this was Hugh Jackman’s Sydney Opera Center gaffe which was clearly a Tweet from someone who wasn’t Australian. While for Hugh it was a minor embarrassment, a similar trivial mistake could derail a political campaign or career.

    11. Think before you tweet

    The best measure for posting on the internet is never to say anything you’d be embarrassed to explain to your mother. In a political context, don’t say anything you’d be uncomfortable justifying to your party leader, whip or the host of a radio talk back program.

    12. Engage with your audience

    You need to be adding value, while mediums like Facebook, YouTube and Twitter are quite effective for getting out prepared material, that isn’t using those channels to their full potential.

    The word “social” in “social media” indicates how these services have become communities where people exchange views and participate. Your Facebook pages and Twitter streams should be engaging voters and acting as a rallying point for supporters. Think of them as a virtual 24/7 town hall meeting.

    13. The net is a big playground

    The Internet is a perfect democracy. Everyone who chooses to participate has a voice.

    This means the informed, engaged and intelligent have an equal voice with the ignorant, deranged and obsessed. While it is important to listen to what the lunatic fringe have to say, you don’t have to engage with them.

    14. You are judged by your company

    Be careful of joining online groups or being too closely associated with individuals who may be an embarrassment. Facebook is particularly bad for this as you’ll get many offers to join groups. Resist most of the invitations as even the funny ones could backfire.

    15. Play nice with the trolls

    On the net, you should never get into a fight. As the saying goes; “never wrestle with a pig; you both get dirty and the pig enjoys it.” The same applies with internet trolls.

    The Internet is the greatest invention for idiots, giving them a forum to exercise their ideas and find like minded fools. Don’t join, argue or engage with them, you’ll only encourage them.

    16. Don’t get clever

    One thing the Internet doesn’t do very well is humour, sarcasm and irony. So be very careful with the smart comments as what would be a funny off-hand line at a press conference or walk around could be totally misinterpreted online.

    Another problem is context which is easily lost on the net; be careful with statements that could be taken poorly by those not aware of the surrounding circumstances. This is particularly true with Twitter where it can be difficult for bystanders to understand the entire online exchange.

    17. The web is worldwide

    There’s no such thing as an intimate chat online. Everything you do could be passed on. You may only have a thousand Facebook friends or Twitter followers but if each of them has a similar following, that’s an immediate audience of a million people. Treat each tweet, post or update as if it is going out on the Morning Show or 7.30 report.

    Similarly, some political organisers think the web is best for rallying the troops. That’s a dangerous idea as many teenagers have discovered when a horde of gatecrashers have turned up to their Facebook advertised parties. Your political opponents are probably taking as much interest in your posts as your supporters.

    18. Don’t deceive

    The New Yorker once said “on the Internet no-one knows you’re a dog.” So it’s tempting to set up anonymous accounts and webpages to discredit your opponent or derail their campaigns.

    In reality, your posts in dog food forums will probably give you away and all but the most sophisticated hoaxer will leave clues in their digital footprint. Even if you cover your tracks, being mischievous can bring you unstuck.

    You need to also keep your volunteers and staff aware of this; by all means let them engage, promote and defend your positions but make it clear that underhand and childish stunts will hurt more than help if they are exposed.

    19. The net does not replace other channels

    The digital natives will tell you old media is dying and only the Internet matters while older comms people will mutter darkly into their drinks about the net being over rated as a tool. Both are wrong.

    Mainstream media and the Internet increasingly rely on each other as sources and distribution channels. Tools like Twitter help journalists find sources and spread stories while the news papers and TV shows provide material for Twitter and Facebook users.

    Where the Internet works particularly well is enhancing the “traditional’ channels of community meetings, media appearances, fliers and articles.  What you can’t say in a 15 second TV ad or 500 word article can be expanded on and enhanced online because you aren’t subject to other peoples’ restrictions and guidelines.

    20. Experiment and learn

    In a risk adverse world it’s easy to ask why you should bother with the Internet as most voters are still getting their information through mass media and advertising spending is still largely used for broadcast ads.

    The reason you need to be on the Internet is because your constituency has moved online and the broadcast journalists are online. You need to be listening to them and to understand how issues are developing and how these channels are being used.

    As these tools develop, they are going to become more powerful. The politician who ignores them today and misunderstands how the medium works could find themselves being remembered in the same way Richard Nixon was in 1960.

    Our society is increasingly using the Internet to debate and develop new ideas. If you hope to be part of those ideas, you need to be part of the debate.

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  • The echo chamber

    cave-mouthNobel Prize winner and New York Times columnist Paul Krugman worries about the insularity of America’s economic leaders.

    He’s right to worry.  The economic downturn is going to be longer and deeper than it otherwise would have been because our business, political and economic leaders steadfastly refused to acknowledge the levels of debt our societies were being burdened with and now they refuse to deal with the fact that debt is being unwound.

    The challenge for business owners now is not to fall for the orthodoxies and slogans but to take a realistic view of what’s happening in the world and the effects on customers, staff and suppliers.

    Just listening to your mates repeating your own beliefs is not good enough. The politicians have their pensions, the executives their golden parachutes and the economists tenured positions. You probably don’t.

    Read widely, listen and be sceptical of those with special interests to protect. Most of all don’t act on the advice of those who think it will be business as usual next year.

    Business as usual is going to be very different from today onwards to what it was two, ten or twenty years ago. It’s time to reinvent and look for the opportunities those too deep in the echo chamber are unable to see.

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