At first glance, David Cameron and Hosni Mubarak have little in common. But one thing they both share is a failure to manage expectations adequately. This failure can totally undermine a government’s communications strategy.
The roar that emanated from the Cairo crowd when Mubarak said he was staying put to oversee the transition to democracy said it all. They had been expecting him to announce his resignation and nothing less would do. And within 24 hours he had indeed left office.
Cameron’s situation is clearly somewhat less dramatic but he’s nevertheless got a problem selling his Big Society concept. The communications strategy has worked brilliantly to the extent that everyone is talking about it. The difficulty stems from the fact that few people have any idea of what they should expect from the concept.
Philosophically it is about replacing the socialist doctrine of Big Government with the liberating notion of Big Society. It is analgous to John F Kennedy telling Americans not to ask what the country could do for them but to ask what they could do for their country. But we Brits don’t do philosophy; we have difficulty grappling with abstracts. After decades of being told that the Government will sort it (whatever it may be), we can’t quite get our heads round the idea that we should sort things out for ourselves. No wonder Andy Coulson wasn’t keen on selling the idea; it just doesn’t click with tabloid readers.
But the Government can’t just drop it and walk away. Cameron has personally identified himself with the idea, so somehow they have got to find a way in which readers of the Sun can relate to Big Society. In the meantime, Labour is trying to conflate the concept with Budget cuts, which is not too surprising, given that Big Government is embedded in the party’s DNA.
For what it’s worth, my advice to Cameron and his ministers is to concentrate on communicating a picture of what we can expect Britain to look like and feel like once the Big Society is in place. Perhaps a slogan equivalent to Obama’s ‘Yes we can’ might help.
Update (20/2/11): Jeremy Clarkson has hit the nail on the head in the Sunday Times. He sums up the Big Society message as “ask not what the state can do for you but what you can do for yourself.” Downing Street please note and circulate.