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Evolution of a crisis

In an age of chronic disruption, crises have become more common – and complex.

For all of the social media and electronica in our modern lives, human beings and human nature have not fundamentally changed. The mistakes they make—and the reasons they make them—are often the same, time and time again.

However, the way organizations mitigate damage and recover from these mistakes has had to change with the times.

First, the public’s expectations of companies and their actions have never been higher. In addition to providing jobs, performing financially and adhering to high standards of public disclosure, corporations and their leaders are expected to reflect broad social values and community purpose.

Second, it is impossible to contain crises as in the past, because bad news can now have an immediate impact on stakeholders, including competitors and capital markets.

Third, a crisis inflicts internal damage, something that is frequently overlooked. Management teams tend to focus on external pressures, failing to adequately consider the lasting damage inflicted on their own ecosystems. The values they embrace in good times need to be carefully curated in bad times.

A crisis puts organizational values to the ultimate test.

The last few decades have also seen fundamental changes in the way news is distributed and consumed. These changes affect strategic choices when an organization or individual must respond to unwelcome news.

Before the Internet, news stories did not hang around very long, nor were those stories disseminated as widely. Thus, when an individual or organization faced damaging reports, sometimes the best approach was to say very little, choosing instead to focus exclusively on key stakeholders, those who would remember the negative allegations and be concerned. For everyone else, the news would simply disappear once the coverage ended.

Once the Internet came along, audiences around the globe had access to every online news story, with Google ensuring a permanent, searchable record. This demanded a new strategy: Every news story had to have a response. Every allegation had to be answered. The record had to be set straight.

Today, we find ourselves in yet another era, one in which news comes from abundant sources—specialized news aggregators, citizen journalists, social media, online content, blogs and traditional mainstream media. Consumers who “cut the cord” and opt out of cable television do not have access to regular news programming. Instead, they choose which stories to follow and on what platforms.

Many aggregators and news platforms have distinct editorial viewpoints, and they select news that fits that view. In this new universe, consumers have less confidence in traditional journalism, people talk past each other, and the term “fake news” is bandied about. In this atmosphere, it may not always be the best strategy to respond to every reported allegation. It is frequently best to narrowcast messages, which presents the challenging task of determining which news matters and to whom.

Regardless of the many changes, above all, it is critical for organizations and their leaders to demonstrate integrity. That means taking accountability for events and outcomes when things go wrong. Long gone are the days of passing the buck, making excuses or indulging in denial. Leaders who try to dodge the consequences of their actions compromise their ability to recover trust and reputation.

The steps to post-crisis remediation are clear: own the problem, say what you’ve done to address it, pivot to the future and manage internal and, above all, external expectations at every turn.

World, Interrupted

We live in a world of disruption.
In 2017, we seem to lurch from one international crisis to the next, led by a coterie of excitable world leaders, not the least of whom is president of the United States. Voters are dissatisfied, confused and fickle. June’s election in the U.K. once again upended the expected political stability, as Theresa May lost her majority government. Instead of securing an expanded and stable majority, she will enter complicated negotiations to extricate her country from the European Union backed by a hung Parliament dominated by fractured parties.
Here in Canada, Prime Minister Justin Trudeau has had to drastically revamp his domestic plans in light of last November’s election results and further developments in the United States.
But disruption doesn’t occur only in the political realm. Our daily lives are changing in ways that may seem hardly noticeable but that in fact have a profound effect on us and our everyday associations.
Our channels of information are not only disjointed, but are transforming daily. Our jobs are changing dizzyingly fast. The way we live—how we eat, drive and meet others, and where we vacation— changes constantly.
This constant disruption is not a challenge that will abate. If anything, it will become even more of an issue for organizations because technology plays a major role in the disruptive nature of our world.
Organizations must adapt, or they will be overtaken by competitors who do.
We have seen it many times, with technology startups fundamentally shifting the ground under incumbents. Perhaps one of the best examples of this insurgency has been Airbnb’s remarkably successful new take on the hospitality industry. Completely unprepared for this disruption, the hotel industry has given up its advantage as the incumbent and is now playing catch-up.
A host of other startups in all segments of the economy are framing themselves as the new Airbnb companies that will undermine traditional ways of thinking about products or services and fundamentally realign expectations in their favour.
These innovative companies have become drivers of the economy, creating new markets and new opportunities, while forcing incumbent companies to invest in research and development to stay ahead of the curve.
Strategic governments have recognized the opportunities posed by these disruptors. For instance, Alberta has embraced the fact that its economic recovery will in part be driven by innovation and challengers to the status quo.
This issue of Perspectives looks at the disruption in this disjointed and perplexing era. We look at the level of disruption in everything from the media to business to government and how it is affecting our daily lives and our future.
These times have challenged business, government and individuals to maintain stability while embracing forward-looking practices. It is not as easily done as it is said, and this issue of Perspectives will explore some of the challenges, opportunities and success stories amid disruption.

Splinter

Noun:
A small, thin, sharp piece of wood, glass, or similar material broken off from a larger piece.

Verb:
1 Break or cause to break into small sharp fragments
1.1(of a group or organization) separate into smaller units, typically as a result of disagreement.

Fragmentation—whether social, political, economic, or all three—has been the subject of considerable hand-wringing over the past few years. In 2016, the flashpoints of the Brexit referendum, the bitter U.S. presidential campaign and separatist stirrings in Hong Kong heightened the collective angst about special interest groups and splinter factions.

But those who aggressively challenge the status quo and its monolithic structure are not a new force. Social media may have amplified their provocative words, actions and agendas, but the likes of Boris Johnston and Donald Trump have been around since humans first clustered together in protective groups.

The dynamic that broadly drives fragmentation and consolidation cycles makes perfect sense: In the face of a common threat, large groups form for protection. Small differences are overwhelmed by a greater, shared need. Over time, as the large groups prosper and feel secure, differences emerge and disrupters gain momentum.

Political, economic or social divisions tend to be regarded with alarm because their leaders attack received wisdom and deliberately lurch toward the unknown. For example, in a world where global trade blocs and geopolitical alliances have become the entrenched norm, those who advocate a different course are considered downright dangerous. An anti-free trade position, for example, is modern day heresy.

Ironically, in business, alternating rounds of fragmentation and consolidation have been long accepted—even embraced—for the opportunities each cycle creates.

In the resource sector in particular, it’s a well-established story: A company starts small and grows organically. As it becomes bigger and well-capitalized it becomes cheaper to buy incremental growth. Over time, those acquisitions result in accumulation of various non-core assets. That corporate clutter usually drags down the value of the venture, shareholder pressure mounts and the small bits are spun off to create a host of new, highly focused companies.

Canada’s economy is rooted in that cycle of fragmentation and consolidation because of its traditional reliance on a resource-based economy. While it may be a case of making a virtue of necessity, our social history is characterized by
the accommodation of and collaboration with the special interests and agendas that are so threatening in other jurisdictions.

From the outset, we’ve had Quebec—a distinct society, language and culture—enshrined at the heart of our society. Our population has grown almost exclusively through successive waves of immigration. Our geographic sprawl and relatively sparse population means that regional identities and economies are very strong and diverse. The Canadian Constitution and our interpretation of federalism gives provincial governments considerable power.

Hence, as the emerging belief that economic concentration is undesirable and national agendas serve none well, Canada has a first-adopter competitive advantage. We’re already accustomed to demands for political autonomy from sub-national groups. We’re the country that funds and sends separate provincial delegations to UN climate change summits, by way of example.

But while we may be experienced at dealing with fragmentation at home, what remains to be seen is how we manage with it in other jurisdictions.

In dealing with our largest trade partner, we already chafe when dealing with the disparate rules of U.S. states on issues like power exports, environmental standards and scores of non-tariff trade barriers. But if our trade partners become more splintered and contentious, that could challenge—and re-define—our own loose version of national cohesion.

That said, it’s unlikely to change the Canadian course.

The late American politician Tip O’Neill famously observed that “all politics is local,” that people judge policies by their impact on those closest to them. As the world becomes more intertwined, the impact of new policies becomes greater—and so does the scale and complexity of what they aim to achieve. The surprise, in the end, is not that fragmentation continues to exist, but rather that against all odds, it has not yet won the day.

Fragmentation—whether social, political, economic, or all three—has been the subject of considerable hand-wringing over the past few years. In 2016, the flashpoints of the Brexit referendum, the bitter U.S. presidential campaign and separatist stirrings in Hong Kong heightened the collective angst about special interest groups and splinter factions.

But those who aggressively challenge the status quo and its monolithic structure are not a new force. Social media may have amplified their provocative words, actions and agendas, but the likes of Boris Johnston and Donald Trump have been around since humans first clustered together in protective groups.

The dynamic that broadly drives fragmentation and consolidation cycles makes perfect sense: In the face of a common threat, large groups form for protection. Small differences are overwhelmed by a greater, shared need. Over time, as the large groups prosper and feel secure, differences emerge and disrupters gain momentum.

Political, economic or social divisions tend to be regarded with alarm because their leaders attack received wisdom and deliberately lurch toward the unknown. For example, in a world where global trade blocs and geopolitical alliances have become the entrenched norm, those who advocate a different course are considered downright dangerous. An anti-free trade position, for example, is modern day heresy.

Ironically, in business, alternating rounds of fragmentation and consolidation have been long accepted—even embraced—for the opportunities each cycle creates.

In the resource sector in particular, it’s a well-established story: A company starts small and grows organically. As it becomes bigger and well-capitalized it becomes cheaper to buy incremental growth. Over time, those acquisitions result in accumulation of various non-core assets. That corporate clutter usually drags down the value of the venture, shareholder pressure mounts and the small bits are spun off to create a host of new, highly focused companies.

Canada’s economy is rooted in that cycle of fragmentation and consolidation because of its traditional reliance on a resource-based economy. While it may be a case of making a virtue of necessity, our social history is characterized by
the accommodation of and collaboration with the special interests and agendas that are so threatening in other jurisdictions.

From the outset, we’ve had Quebec—a distinct society, language and culture—enshrined at the heart of our society. Our population has grown almost exclusively through successive waves of immigration. Our geographic sprawl and relatively sparse population means that regional identities and economies are very strong and diverse. The Canadian Constitution and our interpretation of federalism gives provincial governments considerable power.

Hence, as the emerging belief that economic concentration is undesirable and national agendas serve none well, Canada has a first-adopter competitive advantage. We’re already accustomed to demands for political autonomy from sub-national groups. We’re the country that funds and sends separate provincial delegations to UN climate change summits, by way of example.

But while we may be experienced at dealing with fragmentation at home, what remains to be seen is how we manage with it in other jurisdictions.

In dealing with our largest trade partner, we already chafe when dealing with the disparate rules of U.S. states on issues like power exports, environmental standards and scores of non-tariff trade barriers. But if our trade partners become more splintered and contentious, that could challenge—and re-define—our own loose version of national cohesion.

That said, it’s unlikely to change the Canadian course.

The late American politician Tip O’Neill famously observed that “all politics is local,” that people judge policies by their impact on those closest to them. As the world becomes more intertwined, the impact of new policies becomes greater—and so does the scale and complexity of what they aim to achieve. The surprise, in the end, is not that fragmentation continues to exist, but rather that against all odds, it has not yet won the day.

Playing the Gallery

Daniel Faria’s gallery is a hub for curators, collectors, critics and the artists who turn to him for representation. An indefatigable social networker, he’s been dubbed the Ambassador of Cool for his convening powers in the complex world of art. He paused from the launch of his latest exhibit of works by Jennifer Rose Sciarrino to chat with Perspectives….

How did you get into the gallery game?
I wanted to be involved with art as long as I can remember. I always loved it. As a kid in art class, everyone was better than me. But I always appreciated their art and what they could do better than me! I studied art history at university because that’s all I cared about. It was a passion.

Why do companies collect art?
Collecting and displaying art is complex. It’s part investment, part decorative, part brand statement, part prestige. For law firms, for example, the art they collect is a bit of a differentiator. It expresses their identity in a crowded market. The same is true of banks. They support the arts community and, at the same time, they engage their clients and their employees.

Is corporate art really an investment?
RBC funds an annual painting competition and they support artists early in their career. Over time, that’s helped build a tremendous and valuable collection. It’s curated professionally and it’s something they can host client events around.
At TD, for example, the collection started in the ’60s, around the time their Mies van der Rohe tower was built. They bought works by Riopelle that were very avant garde then—and worth a great deal now.

Are there trends in corporate collections?
There aren’t specific trends, but collections will be influenced by the space. When a firm expands, it will look for new pieces to fill it. They tend to play it relatively safe because it’s a shared, public space, so photographs and paintings are always in demand. Sculpture tends to be a bit fragile. There’s been a lot more video art and video installations over time. It’s a medium that’s matured and gained a lot of ground. It also reflects a modern, technology vibe. It’s also interactive and creates conversation—it’s an icebreaker.

Navigator’s Canadian Arty-Facts

Navigator’s favourite off-the-beaten-track art galleries in the cities where we live and work

01. The Power Plant, housed in what was an actual power plant until 1980, is a public gallery dedicated to showcasing new works. The gallery features a brick façade and a restored smokestack, harking back to Toronto’s rich past.

02. The OAG was founded in 1998 after Ottawa artists pushed for a gallery to better serve the local community. Today, the OAG has a growing permanent collection and loans works for special display in institutions, including the Senate and Rideau Hall.

03. For more than 40 years, the Bearclaw Gallery has promoted the development of Canadian First Nations and Inuit art. After Prime Minister Justin Trudeau presented a Cree artist’s sculpture to President Barack Obama this year, the gallery has received more attention than ever.

04. Founded in 1966, the Glenbow is dedicated to collecting objects that celebrate the history and culture of Western Canada. The gallery boasts one of Canada’s largest archives and has been a cultural hub of Albertans for 50 years.

05. There is more to experience in Regina besides life on the Prairies. The city’s largest public art gallery has been a long-time supporter of Indigenous artists, and boasts 4,000 pieces in its permanent collection.

06. Located in Old Montreal, DHC/ART is one of the city’s top galleries, presenting contemporary art from around the world. The non-profit gallery is known for featuring award-winning exhibitions in a variety of media, including art, film, music, design and technology.

07. The contemporary White Cube art gallery was originally established in 1993 and has expanded into a group of international venues. The White Cube Bermondsey facility is a refurbished warehouse and the largest of the White Cube sites, housing a number of impressive exhibits.