Dear reader, 

We have witnessed unfortunate events unfold over the past couple of weeks: the drowning of two student athletes from Ateneo, and an alleged denial of PhilHealth benefits to a member who passed away less than 24 hours after confinement. 

Both crises appear to have been mismanaged at the onset and were exacerbated by a lack of transparency and, frankly, compassion. Both happened at a time when trust in some institutions, whether government or private, is crumbling, if not yet turned to dust. But what cannot be rebuilt are the futures of people whose lives were lost.

Hello, I’m Kit Posadas. I lead the brand strategy and marketing unit of The Nerve, Rappler’s sister company and data forensics partner. As I reflect on these heartbreaking events, two things stood out due to the lack thereof: clarity and empathy.

In delayed crisis responses, there is a lesson to take away: Silence breeds noise. Noise derails us from the path towards truth. In our Decoded story, we looked at online conversations surrounding the Ateneo drowning incident and found that political networks supporting the Dutertes were using the tragedy to reinforce the Luzon-Mindanao divide. 

READ: [DECODED] In Ateneo drowning incident, Duterte camp reinforces Luzon-Mindanao divide

With respect to the PhilHealth incident, outrage was sparked by a Facebook post, in which a grieving wife of a man who died from a brain hematoma said that her husband was denied treatment and benefits from PhilHealth, where he had spent more than 25 years contributing to. PhilHealth has since released a statement saying that they have reached out to the member’s wife to address the situation. Calls to either abolish the institution or make contributions voluntary instead of mandatory spread after the viral post.

In times of chaos, when the goal of unearthing the truth should unite us all, gaps in response only open windows to sow hatred and division. For leaders and organizations across sectors, it’s time to rethink: are you prepared for the worst case? Moreover, what would you do if it happens? 

Clarity must be the north star. When people have no shared baseline of facts, false narratives and rage-baiting opinions are more likely to spread. Confusion materializes, which then leads to finger-pointing and, later on, absence of accountability. Clarity can be achieved with speed in response and in taking ownership of the whole truth — along with full responsibility for any baggage that comes with it. 

Empathy must go beyond words. It is neither seen nor felt in press statements alone; it only becomes louder with tangible action and boundless compassion. The only way to respond is to be human, taking action with sincerity and commitment. 

We at The Nerve are no strangers to dealing with crises. In fact, we were born at a time when political attacks endangered the survival of an independent newsroom. 

Our work aims to help organizations understand and navigate our evolving information ecosystem. This includes a free intelligence report that you can download to learn how to mitigate crisis and AI-fueled disinformation, as well as an immersive masterclass that trains teams dealing with crisis management to think like analysts, not just responders.

In an era where lies spread much faster than facts, we all have a stake and a role in mending the cracks that continue to threaten our information landscape. – Rappler.com