How strong leadership and coordination mitigate reputational risks during crises

Senior government communicators say strong leadership support and internal coordination are crucial for managing reputational risks during times of crisis.

This was the key message from a panel discussion on crisis communication at the Social Media Summit for Government, at the University of Johannesburg on Tuesday.

The panel was moderated by Kemantha Govender, communications manager at the Wits School of Governance.

The summit brought together senior communication officials from the public sector to explore how digital platforms and social media affect public trust and crisis management.

Major General at the South African Police Service (Saps) Nonkululeko Phokane explained how SAPS manages communication across more than 1 100 police stations, noting that digital spaces add complexity.

“In the midst of your social media interaction, whenever incidents happen, remember that it is one space that is not even policed,” Phokane said.

“Social media space is one where every citizen becomes a journalist.  And in investigations, it then becomes a call for us to be able to strike that balance from time to time.”

She pointed to the Stillfontein hostage situation, where “at least every second hour, there was a communication update,” helping to manage public perception.

Gautrain senior executive for communication Albi Modise emphasised the importance of clear communication in protecting public confidence in services like Gautrain.

“Look, I mean, I’ve said to those who care to listen that the success of communicating is largely dependent on the principles you have”, Modise said.

“You can be the most erudite communicator, but if your principles don’t buy into the communication area of work, you have a serious problem. When there’s a crisis, we need to be clear about who handles the communication. If the principal passes on to you as a head of communications or spokesperson, half the battle is won.”

National treasure head of communication Cleopatra Mosana added that trust and respect between communicators and leadership are key.

“We coordinate. If I have to reflect on what happened on 19 February, when the nation didn’t know that the budget was going to be postponed, that collaboration and coordination that we did with the Government Communication and Information System made a difference to everyone because of the speed with which we communicated,” Mosana said.

“And key to it is that I have a trust in the principles that I’m working in. So the relationship is open. It’s a very respectful relationship. And it espouses the values of the National Treasury with its honesty and transparency.” – IOL

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