Crisis Communications in Challenging Environments

Albany prides itself in providing communication solutions in some of the most difficult environments on the planet, countries riven by strife, poverty and conflict, where crisis is often the order of the day.  In fact, crisis and disaster communications are a regular feature of work in these locations.  And social media, including twitter, are an increasingly major factor.

As a recent report by Portland indicated, Africa is a virile breeding ground for twitter usage.  With approaching half a billion mobile phones on the continent, many being high end sophisticated versions, the survey showed that twitter is a significant platform.  As events of the Arab spring unfolded over 2011, the volume of public tweets in Arabic jumped 2,146%.  In Afghanistan, despite mobile phone penetration being modest, the Taliban have taken to twitter as part of their communications strategy, as have Al Shabaab in Somalia.  This all points to the fact that twitter, and social media in general, is a major communication tool in these parts of the world.

Far from the poverty and conflict of Africa and Asia, twitter is also seen as a crisis communications tool par excellence.  In fact, check out #SMEM (Social Media in Emergency Management) on twitter and the articles extolling its virtues in disaster, emergency and crisis management are flowing freely.  This is noteworthy for any entities operating is risk positive industries (extractives, heavy engineering etc) in challenging environments – twitter as a tool for communicating to local populations in the event of major incidents (oil spill, explosion, transport incidents etc) can be a massively effective crisis communications tool for informing, warning, crowdsourcing and crisis mapping, even outside the comfortable and technologically advanced West.  Humanitarian and development communicators are acutely aware of the capabilities of digital technology, regularly using systems as Ushahidi and Frontline SMS.

However, there is a problem.  Our experience has shown that many major industrial organisations have yet to fully understand the use of social media, let alone twitter, in crisis situations.  Crisis communications remains a utility kept in a backroom until it is required, dusted off and often clumsily employed.  The litany of appalling crisis communications is impressive – BP, Shell, Toyota, the Costa Concordia, and the list goes on.  Some industries inherently operate in risky businesses, and increasingly they are conducting those operations in challenging security, political and societal environments, and increasingly they have to communicate with  ever more sophisticated local publics, toting hi-tech 3G phones in South Sudan, frequenting internet cafes in Mogadishu, tweeting in Tripoli.  From a communications perspective, this is a growing challenge, even more so in the event of a genuine crisis.

Jem Thomas, Albany Associates

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That elusive term: Freedom of Expression and SOPA

If you tried to visit Wikipedia on Wednesday 18 January, quite likely you didn’t get very far.  The massive online encyclopaedia blacked out in protest to two proposed bills in the U.S. Congress:  The Stop Online Piracy Act in the House of Representatives (SOPA) and the Protect IP Act in the Senate (PIPA).  The anti-piracy bills are intended to prevent deliberate copyright infringement and intellectual property theft by foreign-based websites and would go beyond existing legislation to potentially affect U.S.-based Internet providers (ie: Mozilla Firefox, AOL) if they link to content from these foreign sites.  For a decent summary of the situation, click here.

The Internet kings – Google, Facebook, Twitter and Wikipedia to name the top few – have rallied worldwide supporters with their public reactions.  If you’re online and use any of these sites within the span of a single day, you’re bound to pick up on the debate and be invited to form an opinion.

Unless you read in-depth about the bills and care deeply about the intricacies of global copyright issues, you’re probably going to take the side of the networks of clicktivists opposing the bills – because after all, who wants to kill freedom of expression?  Their convincing strategy is all about using keywords and a striking message to persuade Internet users to support their – your – cause to save free information.  Some ominous-looking graphic design doesn’t hurt, either.

After a failed attempt to look up the exact quote on freedom of expression from John Stuart Mill on Wikipedia, let’s stick to basics:  freedom of expression is a right that comes with responsibility.  You can have yours, as long as it respects mine.  Copyright is part of the big picture, and whether you’re a successful movie producer or a struggling novelist, you want your material protected.  Happy surfing.

Marissa Moran, Albany Associates

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The Subtle Effects of Internet Personalisation – A Subject for Regulation?

Same search - diferent results: seriously affecting society?

The loss of privacy, SOPA, twitter superinjunctions, cybercrime, ‘Facebook’ revolutions, Blackberry-fuelled riots -  the internet and its control and regulation has never been far from the front pages during 2011.  Amidst the cacophony of debate, there has been a clarion call for increased regulation vying against campaigns to maintain internet freedom.  Both sides can throw up sound and obvious evidence to support their stance.

However, as we transition from the user-generated environment of web 2.0, once hailed as a liberator and vanguard of free speech and democracy, to the so-called semantic web or Web 3.0, whereby the technology of the Internet learns from and adapts to individuals’ Internet habits, a less obvious, even stealthy, issue regarding Internet regulation is emerging, albeit mostly, and notably, unseen and unheard.

Algorithms within Internet protocols, be they search engines or social networks, are increasingly zeroing in on individual relevance of content.  What you are provided by the Internet is increasingly tailored to be relevant to you.  Very handy indeed.  Except, taking the big picture, also very worrisome.

Engineers and web developers, proud of bringing control to complex systems and with a penchant for ‘building cool stuff’, are inadvertently presenting a threat to the mechanisms of civil society, curtailing the wide spectrum and serendipitous nature of information necessary for the maintenance of a rounded and well informed citizenry.  In the battle for attention in an information-saturated world, information packets, data on personal web habits and click signals have become big business, allowing, nay forcing, personalisation of information consumption on a scale never seen before.

This trend is exemplified by the fact that your search engine results for a particular key word will differ from someone else’s on a different computer.  Go on, try it.  The heavier an Internet user you are the more personalised your results will be.  Equally, on Facebook, filtering algorithms will effectively ensure that what you ‘like’ will have much higher prominence that stuff that you don’t.  The replacement of the human editor by mathematical algorithms and filtering systems is subtly and increasingly changing the way in which we all consume news, from Lagos to London.

As more of the world’s population turn to online news, this has the effect of exacerbating confirmation bias, supplying information which confirms a worldview and blocks anything which contradicts it – providing the ‘Daily Me’.  As a result, the ability to objectively view the world, analyse it and present solutions to its challenges, is severely impaired – bad for an individual, potentially devastating for a society at large.  Perhaps as devastating, if not more so over the long term, as cybercrime, privacy issues or Internet pornography.

Conspiracy theorists may rub their hands in glee, but this shift has not been malevolently orchestrated, merely come about through the drives and whims of the market and the responses of internet engineers and web entrepeneurs to those forces.  Yet, the fantastically rapid technological explosion of the last decade, in which the powerhouses of the internet such as Google and Facebook have emerged, has not allowed long term contemplation, debate and discussion on future societal impact of such practices.  This as happened in the blink of an eye – responsibilities can hardly be expected to be observed if they’ve hardly even been defined.

So, what can be done?  Media literacy can make some inroads in dampening the effects of internetpersonalisation but what responsibilities and capabilities do governments and the Internet giants have.  Should the filtering protocols and web algorithms be subject to regulation? The answers are not immediately forthcoming but the debate surely should be.

Jem Thomas, Albany Associates

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Elections in the Democratic Republic of Congo: A Challenge for the New Media Regulator

The 2011 presidential and legislative election is the first step in the electoral cycle for the Democratic Republic of Congo, which culminates with local elections in March 2012. The electoral cycle hopes to confirm the transition towards stability for the DRC after a decade of conflict that has resulted in more than three million deaths. With doubts about the legitimacy of the recent wave of elections because of fraud and disorganisation, there are calls for greater international involvement to oversee the transition to democracy.

The Conseil Superieur de l’Audiovisuel et de la Communication (CSAC), the newly established media regulator, replaced the former Haute Autorité des Médias (HAM) at the beginning of 2011. The CSAC was voted through in January but became operational only as of late August. The CSAC benefits from the experience of the staff of the former HAM, but has faced challenges of having little time to train new staff or design a new regulation model in preparation for the presidential and legislative elections. Moreover, funding provided to the HAM was not sufficient to maintain an effective presence in the country’s 11 provinces.

Aside from the unique difficulties of operating in the DRC, the CSAC faces significant challenges as the new media regulator. First, the Congolese media sector is different from other Central African countries in that there are more than 350 radios and 80 television channels competing for a small advertising market to obtain commercial revenues. Secondly, the print press targets a comparatively small audience, predominantly located in Kinshasa and the 10 main cities. This apparent pluralism is nevertheless relative as many media houses are owned by politicians that consider the press to be their personal communication tool. Most media entrepreneurs are driven by political objectives, and they usually seek to produce sensationalist stories in order to survive in this very competitive environment. Moreover, the level of professionalism of journalists and managers of the media houses is generally weak. The current media law was in fact developed under the regime of Mobutu in 1996 and is clearly not adapted to the current situation. A new law, “loi Mutinga,” was voted on this year but has not yet been put into effect. Under the new law, journalists and defenders of press freedom would move a step forward towards a “dépénalisation des délits de presse,” which changes violations of media law from criminal offenses to civil matters.

Albany Associates recently supported the CSAC’s role by training its staff to monitor the media against standards set out in a code of conduct developed with the industry. Albany continues to support capacity-building for the CSAC, notably in the design and the implementation of new regulations. Albany’s support to the CSAC will continue until 2015 as part of the “Programme de Développement du Secteur Médiatique” (PDSM) implemented in partnership with Internews and Fondation Hirondelle and funded by USAID.

Karim Bénard-Dendé, Albany Associates

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Libya – Challenges and Communications

Libya’s rebels and fledgling government have consistently defied the gloomiest predictions since the revolution began in February. They have maintained an impressive unity, preserved security (what no Al Qaeda?), avoided great bloodshed, defeated Gaddafi and worked towards a stable political transition.

That was the easy bit. Things get more difficult now. Based on our recent experiences in Libya, we are now highlighting three key challenges facing the new government in Tripoli. Each one has an inherent communications aspect.

First, the militias need to lay down their weapons. Understandably carried away by the rousing victory over the Gaddafi regime, the militias, especially the Misratah and Zintan Brigades, have been throwing their weight around in Tripoli and beyond, seizing property, indulging in reprisals and creating fresh fear and uncertainty. This is a blow to the credibility of the Libyan authorities and is damaging economic recovery. Equally significant, the roadmap to a new constitution and elections is in danger of being blown off course by the rebel leaders’ failure to disarm and disappear.

Disarmament Demobilisation and Reintegration is now an urgent priority. Although rebel leaders need to be persuaded to lay down their weapons, this issue is not being given the public prominence it deserves and requires. Political debate, rather than armed pressure, is the only acceptable way forward. Libya needs DDR programme communications, key militia leader engagement and training and education.

Second, reconciliation is the order of the day. While Libyan unity has been a remarkable phenomenon during the revolution, the inevitable fractures are starting to appear. For the revolution to succeed in its aspirations to create a new Libya based on freedom, human rights and democracy, every Libyan needs to have a stake in the country’s future. Albany has experienced first-hand reprisals – followed by killings – between rival communities in the southwestern town of Ghadames. Similar problems face Libya’s large population of sub-Saharan Africans, many of whom have been targeted without justification as Gaddafi’s mercenaries. All these communities, marginalized for decades, now need to be engaged and persuaded that they have an important role to play in the new Libya. Libya’s new leaders will need to devise ways to include Gaddafi loyalists and those tribes that supported and benefited from his regime, while reassuring those that did not that they are valued members of the new Libya. Grassroots communications, including inter-tribal mediation, cultural outreach and events-based engagement, will be essential.

Finally, politics is persuasion. Libya’s roadmap for the post-Gaddafi transition has been meticulously designed by Libyan leaders with international support. The timetable is ambitious and it will require great skill, not to mention good luck, to adhere to it. The Libyan people will need to be taken along every step of the way. They will need to be assured that their voices are heard, their opinions taken seriously. They must see that the political process is open, transparent and inclusive. They are the new masters.

Above all, Libyans will need to have their expectations managed throughout the transition. Many have unrealistic hopes of instant peace and prosperity. The reality is that they will have to wait far longer than they expect, or would desire, for the benefits of toppling Gaddafi to materialise. Communicating the scale of the challenges ahead is critical to maintaining support for the political transition.

The emerging free media in Libya will play a pivotal role during this transition. The government will need to devise an appropriate regulatory regime ahead of the elections and urgently consider the structure of media ownership. Work will be needed on training, voter education, constitutional consultations and fourth estate issues, including media regulation and development.

Justin Marozzi, Albany Associates

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Out of the Ivory Tower: Academics on ICTs and Africa

Practitioners tend to get caught up in the fast-pace, project-dominated sphere of development while academics wait years for their research to bear fruit in the real world.  What if there was more collaboration between the two sectors?  We are, after all, seeking the same goals, aren’t we?  Academics in this field focus on the connection between input and outcomes, and development organisations don’t want projects to “fail” according to donor standards.  Maybe if practitioners step back from their busy days of proposal-writing to hear what the research has yielded, there would be less wasted money and more valuable impact.

University of Cambridge recently hosted a conference about the use of ICTs for political mobilisation and participation in Sub-Saharan Africa.  Research from around the globe is slowly revealing that western ideals of democracy are not necessarily the answer everywhere:  hybrid models of local, rooted forms of government with authoritative coordination have actually proved most successful for decision-making in places like Ghana and Zambia.  Politicians and elites are not always corrupt, as many donors assume, and some form of hierarchy is necessary in places where, traditionally, that has always been the norm.

When it comes to media development, assumptions about causality exist among practitioners and donors.  We are somehow convinced that new media are changing lives worldwide, when there is simply not enough empirical proof that A leads to B.  Take Somalia for example, where media has a completely different context than it does in western democracies.  The country may rank at the bottom of Freedom House’s Freedom of the Press index, but according to Oxford researcher Nicole Stremlau, information flows are very free and open in Somalia, where news travels rapidly by word of mouth through pastoral nomads and poets, who are considered intellectuals and powerbrokers of society.  Furthermore, media disputes like libel are resolved through traditional mediation, not complex media laws and regulation.

This type of research is not widespread, but linking practitioners in the media development field with academics around the world who have dedicated their professions to finding the truth behind such interventions may yield results that are positive for everyone, including – especially – the local populations themselves.

Marissa Moran, Albany Associates

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Strategic Communication Masterclass 2011

A hearty well done to all those who survived the inaugural Strategic Communication Masterclass held over 31 October to 2 November.  Delegates, from as far as Pakistan, Democratic Republic of Congo, the US, Nigeria, Somalia and the Middle East, covering an eclectic spectrum of personnel from FCO, UNICEF, DfID, UK Ministry of Defence, UNHCR, US Department of Defence, national governments, various NGOs and consultants, converged on Wiston House to be part of an immersive, intensive and colaborative training and development event.

With a focussed set of lectures and discussions, covering the fundamentals of strategic communications, political and organizational challenges, today’s information environment, grassroots activism, deradicalization, military matters, crisis management, humanitarian considerations, conflict resolution and new and traditional media, the delegates had the chance to interact with key leaders in their fields.

The work was intense, deeply engaged in a sophisticated scenario which ran throughout the three days, requiring challenging syndicate work and exercises to collaboratively tease out the problems and issues and propose solutions and ideas.   Long days and nights but a great diet of food for thought.

And the feedback speaks for itself:

 

“Realistically converging the ideas of strategic communications – a fascinating and rich experience.”  Senior Communications Officer UNHCR

“I wish I’d had the chance to attend something similar in the last 3 years!”  – Senior Communications Officer, NATO

“Specific and focused – I think this is the most intelligent event of its kind that I’ve ever seen.”  International Defence Journalist

“Really excellent – brilliant at drawing on a wide range of experiences.”  Communication Team Lead, FCO

This is only really the start.  We are passionate about developing the field so that great strides can be made in making strategic communication work – for everyone, whether in uniform, in aid work or the man, woman and child in the street.

The next Strategic Communication Masterclass is due to be held 26-28 March in the UK, but plans are already afoot to take it further afield.

Watch this space!

 

 

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Using communications to support developing democracies

You know what it’s like – some bad stuff happens somewhere, the ‘international community/coalition of the willing’ occasionally decide, for whatever reason, to do a little bit of liberal intervention, ‘nation building’ gets on the agenda, and the establishment of a free media is pushed hard. However, it is often forgotten, or at best an afterthought, to involve communications as a direct contributor to the creation or development of democratic government institutions and systems in host nations.  Although the establishment of a free media is well served by many respected NGOs, such as IWPR and Reporters Sans Frontieres, developing or new government institutions and political bodies are often ill-prepared to engage with this free media and the public at
large.

Basically, the demand side of civil and democratic society, i.e. a free media, gets much more attention than the supply side, ie the governments and political parties.  The fantastic work of NGO does often indeed produce a free media but the government (and private) institutions who are required to engage with this media have no idea how to engage with them.  For example, I’m thinking of the notion of a BBC-style Question Time being conducted in DRC or Sudan – it just ain’t going to happen that often (although something similar has been conducted in Sierra Leone).

Let’s face it, many regimes have often had their very own special way of dealing with the media – coercion, blackmail, disapperances, even the banning of any free media whatsover.  So when these regimes change, by force or otherwise, the newly developing government (and private) institutions, often have little cultural legacy, regarding communicating to a free media and the public at large, to draw upon.

‘Nation building’ aims at host nation governments taking on their democratic responsibilities – rule of law, fiscal and monetary regulation, ethical governance, human rights, security etc.  Part of these responsibilities is engagement with its citizens (pretty much a cornerstone of democracy), often via a free media.  Indeed, in relatively stable liberal democracies, considerable investment is made in PR and media training and research, to enable institutions to fulfil this responsibility.  Yet, while NGOs, IGOs and the international community may fall over each other to provide assistance in developing governance, legal institutions, security, economics and media freedom, newly developing institutions are often left to fend for themselves in a rapidly evolving information environment.

It is vital that in international democracy assistance that the needs of both the supply and demand sides of democratic life are invested in.  A free media needs a political system able to engage constructively with it.  When thinking of civil society and the media, those involved in foreign policy intervention, development initiatives and post-conflict reconstruction, need to consider the communication needs, expertise, resources and training, of the very institutions they purport to be helping develop.

JemThomas, Albany Associates

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Choosing the Right Path for Iraqi Communications Regulation

There is a pressing need to address the regulation and governance of Iraqi media, as temporary legislation drawn up almost eight years ago is overdue for replacement. The country’s independent communications regulator, the Communications and Media Commission (CMC) and the Iraqi Media Network (IMN), intended as a public service broadcaster, came to fruition in March 2004 under legislation meant to be temporary. Since 2007, there has been a draft law before parliament that would preserve the public service broadcasting mandate of the IMN.  At the same time, there have been two competing versions of legislation to replace legislation governing the CMC:  (1) one that would safeguard the independence of the current regulatory framework; and (2) another that would dismantle that framework, pull telecommunications regulation back into the government, and abolish the CMC as the independent regulator of communications.  There is talk that some form of this second option, very unfortunately, may be gaining new traction with the government.

International standards maintain that an independent regulatory body is the most effective, democratic, and economically viable model for communications governance. The World Bank lists the existence of an independent telecommunications regulator as one of the core prerequisites for investment.  The government, regulatory body, and service providers all have distinct roles to play within this regulatory system, with the government creating policy, the regulator implementing and enforcing that policy, and the service providers complying with the policy and allowing competition within the industry.  If the regulatory body is independent from government control, it reduces the likelihood of political interference in broadcast media and communications, and thus encourages freedom of expression and investment in these sectors.

The suggestion to separate telecommunications from broadcast regulation runs counter to the international movement towards convergence of these two sectors.  With the convergence of media and new technologies, many countries, from the United Kingdom to Malaysia, have merged licensing and regulation of broadcasting and telecommunications under one roof.  This makes for more efficient government and provides licensees and the public with a simplified system.

An article from 3 October 2011 in The Atlantic condemns the CMC and IMN for being too closely aligned with the government and for repressing media freedoms (http://www.theatlantic.com/international/archive/2011/10/for-iraqs-journalists-few-freedoms-and-many-fears/245969/).  Bringing the functions of these institutions under closer government control and allowing them to restrict media even more is certain to raise further criticism, particularly in light of the focus that the Arab Spring has brought upon governments in the Middle East.  Rather, Iraqi officials should steer their efforts toward passing legislation that preserves the CMC and IMN and encourages them to live up to the international standards that are so critical to good governance and economic development.

DouglasGriffin & Marissa Moran, Albany Associates

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Libya’s democratic future and lessons from Darfur and the Sahel

Deep into the Sahel and away from the glare of publicity that has accompanied the past six months of NATO-assisted civil war in Libya, there is a common saying with particular relevance today in the Libyan southern deserts:

Al-ando Kalash, yakul balash – he who has a Kalash (-nikov) may eat for free.”

The cultural impetus behind this local bit of wisdom stems from many decades of instability sustained by an almost incessant list of factors that are counter-productive to long-term peace or development – chief among which is weaponisation.

Increasingly, this instability and primacy of arms will begin to impact on the democratic project which Western leaders such as David Cameron have imagined for Libya, and without the right sort of consideration and action, this will seriously impede progress.

Entrenched for the long-term

The Sahel has seen a succession of various conflicts over many long decades, including inter alia the Chadian civil wars (the Toyota Wars), rebellions in Mali and Niger, successive Darfuri conflicts, war in Algeria, and Libyan designs on the Azouzou Strip – all of which have been undergirded by Gadaffi’s peculiar brand of interference in most things, notably using the Islamic Legion.

Furthermore, it should be noted that kinship and tribal ties rarely respect any cartographical lines on maps which set out the supposed nation-states of the Sahel, and cross-border activity has been common and intense.

Add to this political marginalisation in a low-value, low-return political environment and decades of often severe drought causing the forced movement of populations in a resource-poor region, and all in all, the picture is not one that lends itself to calm transition to democracy as Cameron et al would wish.

Today’s creeping political vacuum

Libya’s (perceived and real) wealth has long made it a favoured destination for Sahelian youth with little prospects in other parts of the region, so the problems of the past will continue to make themselves felt today.

Gadaffi’s hitherto favoured tribes (in terms of cash, power and patronage) who have vainly supported him militarily now find themselves shorn of valuable cash incomes – in particular the Libyan Warfalla and Margaha tribes, and Tuaregs of various Sahelian stripes in various guises of commitment.

Realpolitik dictates that those who have lost power and patronage generated by Gadaffi’s largesse now find themselves in a vacuum where they will seek to replace it in some other way. Loyalties can be purchased in the political marketplace to those who bid most attractively.

One cannot help observe that post-Gadaffi, interest in Libya is coming from far afield – read Western companies and organisations – which on the ground becomes a commodity that can be turned into power, influence and cash in the hands of those accustomed to making best use of what little they have at their disposal.

The search for peace in Darfur and fragmentation in southern Libya

A quick comparison with Darfur in recent years is instructive. The failure in 2006 of Darfur’s peace process  to bond armed movements (often in its lowest common denominator, simply a tribe) to the wider peace process resulted in greater fragmentation of armed actors and an even greater distance to travel in terms of reconciliation and peace.

Political allegiances shifted overnight when the Abuja peace agreement was signed in May 2006 with the majority of stakeholders refusing to sign, and consequently people who had derived healthy cash incomes and political or personal influence from conflict found them abruptly cut off – so they shifted their allegiances to whoever was paying.

Similarly, the tribes of South Libya have recently had their power, influence and cash incomes dramatically reduced, and need incentivising to join a political process which must seek to enfranchise them.

Otherwise, they will behave in more or less the same way as the non-signatories and the criminal elements at their margins did in Darfur when faced with a political process that lacked [what they considered was] acceptable levels of inclusivity: that is, self-interestedly, intransigently and often violently with rent-seeking behaviour (kidnapping, militia-for-hire).

So what for democratisation in Libya?

Undeniably, the strong institutions about which democracy can coalesce are lacking in Libya. Crucial for Cameron, then – as he seems to be staking his foreign policy reputation on what he told the UN in New York is “an opportunity – and I would say a responsibility – to help them [citizens of the MENA countries]” – is to avoid jumping the gun in labelling Libya a success and get to work to ensure it.

The risks of failure are great, not to mention retrogressive. Comparisons have been made between Cameron’s speech at the UN and Tony Blair’s Chicago speech in 1999, which set out his store on the ‘Responsibility to Protect’ doctrine (in fact termed by Blair as the ‘doctrine of international community’) which 12 years later the current British PM seems to be reheating.

Intervention-wise, things ended in a quagmire for Blair, to put it mildly. Cameron’s Libya project needs good stabilisation, reconciliation and communications initiatives to succeed, much less a whiff of triumphalism for a job that’s only just beginning.

Guy Gabriel, Albany Associates

 

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