Blog post
December 16, 2020

2020: The Year of the Communicator

What an interesting year! I’m not sure how many end of year wraps are going to start that way, but it’s the best way I can think to open up on what I’ve seen this year.  For me, 2020 was the year that the core principles of a good communicator became clear to see. It’s rare that you get to experience the same event across the world and compare and contrast different approaches and their effectiveness. 


Last week we hosted our final webinar of the year with a panel of media experts across Australia and New Zealand, and it gave me the chance to reflect on what 2021 might look like. Rather than a trend list I thought I would outline some key themes that will continue into 2021.

Listening:

During 2020, call out culture continued to grow while everyone was in their homes and consuming more information. Online social movements have “cancelled” celebrities, influencers and brands due to behaviour or values that don’t reflect those of their key online audiences. On the other side of this, there was also an increase in divisive rhetoric, conspiracy theories and misinformation. As a communicator, it’s crucial to not be singular in the type of information you consume and to consider if you are across new platforms, different audiences and opposing points of view in your own media consumption.

Crisis: Respond and Adapt with Clarity, Compassion and Creativity:

I have always believed and advised that leading with compassion and transparency promotes authentic communication, which I know is a point most communicators agree with, just sometimes it can be hard to convince stakeholders of that same point of view. It’s always clear in crisis who has a bank of trust to draw on and who doesn’t, and when you couple this with some audiences growing increasingly wary of governments and media, it’s important that the trust is built and maintained consistently outside of a crisis. 

During the crisis itself, we’ve seen the need to be incredibly clear and transparent this year. Public health information can be complex and needs to be translated and applied to a wide audience, in the languages and formats that work best for those audiences rather than the communicator. Governments have created new frameworks that have become vernacular, and I know I know way more about viruses and immunology than I ever thought I would.

The Year of the experts:

I have directly taken this idea from Patrick Crewdson, the editor in chief at Stuff (you can listen to this here) At the beginning of the year I would have struggled to name the Chief Medical Officers of major countries in the world, this week I made a team quiz questions about them, and have put an image of t-shirts with the face of Dr Ashley Bloomfield (Director General of Health in New Zealand) on them in a number of presentations this year. I think this illustrates a sentiment that has existed for journalists for years: as communications structures have expanded, they want access, and they want to hear directly from experts. Audiences have echoed this in 2020 through high viewership of entire press conferences and live streams from public officials. Creating a supportive communications environment that can allow experts to be heard and embrace their role in the media can take work, and a bit of evidence and training (especially in a raw and unfiltered media environment), but I hope it continues into 2021 – it only helps to build trust and transparency. 

This is just scratching the surface of what was quite a year, and one I’m sure we all won’t forget anytime soon. In spite of what was a tough year for many, it’s pleasing that communications has been given an opportunity to prove the value on a broad scale.

I want to sign off with some holiday reading and resources (because there’s nothing quite like some measurement reading on the beach!) 

AMEC (International Association for the Measurement and Evaluation of Communication) hosts a month of great content and events on communications measurement each November and it’s the chance to hear from experts all around the world. This content is all available virtually and on-demand here: https://amecorg.com/measurement-month/2020-mm-events/

There’s something relevant here for everyone, from influencers and google studio to those just trying to get their head around research and evaluation. If beach homework isn’t your thing, bookmark the site and come back to it with fresh eyes in January. 

Here’s to a safe (and maybe less eventful) 2021! 

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The Australian public’s reaction to government reforms and leaders was especially eventful. Debates about campus safety by the Royal Commission, a tax deal between Labor and the Greens unsettling the finance and property sectors, and a speech on “monoculture” by Pauline Hanson shifting opinion polls in an unexpected way; were three complex stories that saw audiences taking different sides, leading to many perspectives and angles.

We used Isentia's Lumina to track the different viewpoints, key people, and stories with the largest volume and audience. Over four weeks (22 June to 17 July), we found 62 unique perspectives and nearly 900 media items across these three stories.

Key Stories, Key Drivers

Here’s a quick overview:

The Royal Commission on campus anti-semitism

The Royal Commission on Antisemitism and Social Cohesion’s hearings on university campuses was the biggest story by far. In less than a week, it drew 33 perspectives and 453 media items, reaching over 628k audiences. The story’s size came from the many institutions involved—student groups, representative bodies, and the federal government—each offering their own view on the same testimony.

Pro-Palestinian advocacy groups had the widest reach, making up about a third of all coverage. Spokespeople like Yasmine Johnson from Students for Palestine and Nasser Mashni from the Australia Palestine Advocacy Network told the commission their campus protests are a legitimate justice movement. They also raised concerns that criticism of government policy is being confused with antisemitism, which they say limits open debate.

Jewish student and staff groups also received significant coverage, making up about a fifth of the total. The Australian Union of Jewish Students described campuses where some students feel hesitant to attend and highlighted gaps in how universities handle complaints and support those affected. Most of this coverage came from wire services and was widely shared across news outlets like The Australian or the Midwest Times.

The federal government provided a third perspective, with similar coverage. Education Minister Jason Clare said universities had been slow to act and announced plans to tighten governance standards. This includes clearer anti-racism policies covering both antisemitism and Islamophobia. Reports also noted that TEQSA, the regulator, warned universities about outside groups joining campus protests, and the government’s antisemitism envoy suggested universities could face funding cuts if they do not do enough.

The Labor-Greens Tax Deal

The second-biggest story was more focused but still managed to stir strong reactions. Labor’s deal with the Greens to close a borrowing loophole for self-managed super funds, in return for Greens support on capital gains tax and negative gearing changes, led to 22 perspectives and 232 media items, reaching nearly 177k audiences.

The government, supported by the Greens, presented the deal simply — it closed a loophole that allowed wealthy investors to use their super funds to compete with first-home buyers at auctions. Treasurer Jim Chalmers cited a 2014 recommendation to support the change, and Greens treasury spokesman Nick McKim called it a win against "wealthy property investors."

The Greens, however, took a tougher stance and received similar coverage for saying the deal was only a partial win. They argued that allowing existing arrangements to continue would let Labour protect wealthy investors rather than renters, and said the housing crisis would now be "squarely of Labor's design." This shows that support from a governing partner does not always mean they are satisfied, as Country News highlighted.

Finance and business groups pushed back with nearly as much coverage. The Self-Managed Super Fund Association and the Australian Finance Industry Association said the borrowing rules did not pose a systemic risk and argued that regulators should focus on "aggressive marketing" and property spruiking, not legitimate investors. The Australian Chamber of Commerce and Industry warned that the wider capital gains tax changes could hurt business investment. ABC News gave the most detailed account of this perspective, noting the sector was "surprised" by how the deal was made.

Pauline Hanson’s monoculture speech

This story had the fewest perspectives (just seven) but still reached nearly 236k people through 210 media items. That’s a bigger audience than the tax story, which had three times as many viewpoints.

The story began when Pauline Hanson used a National Press Club speech to argue that Australia should replace multiculturalism with a single "monoculture." She cited Paul Hogan and the Socceroos as examples. The backlash was quick and unexpected and Hogan himself called her a "pelican" and said her views were racist. His response ended up shaping the story more than her monoculture speech.

What makes this story notable is what happened afterward. Two polls, Newspoll and Redbridge, showed One Nation’s primary vote dropping by about two points (Dairy News Australia) and Hanson’s personal approval falling ten points into negative territory. Labor regained a narrow lead and Labor minister Murray Watt quickly described the numbers as a "reality check,". This framing spread almost as widely as the original speech, as the Bendigo Advertiser reported.

The speech and the poll results are really one story seen from three sides — Hanson’s message, her critics’ reactions, and Labor’s use of the polling. Each angle received similar coverage, showing that the speech missed its mark and gave the government a useful talking point.

How does this inform PR & Comms Strategy?

First, the number of perspectives in a story is important. A story with many viewpoints, like the antisemitism hearings, needs a different monitoring approach than one with just a few, because the loudest voices might not always be the most important.

Second, pay attention when several perspectives are about the same size, as in the tax deal. If no single viewpoint stands out, the issue is likely still being debated. It’s a good idea to check back after some time instead of treating the first coverage as the final answer.

Third, compare any polarising message to the Hanson example before recommending it to a client. The numbers show that a divisive message can get attention but still turn public opinion against the speaker.

Conclusion

What links these stories is how much is lost when they are reduced to just two sides. The antisemitism hearings, the tax deal, and Hanson’s polling drop were all more complex than their main headlines suggested.

That’s why it’s valuable to track a story by its different perspectives and key drivers. See what Lumina can reveal for your industry or clients, and check out more analysis like this on the Isentia blog


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Blog
Who really shaped Australia’s latest social cohesion debates?

See how Isentia’s Lumina tracked 62 perspectives across 3 major Australian stories, revealing how media coverage really spreads and who ends up controlling the narrative.

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Audiences have quietly moved from giving leaders — CEOs and operational leaders — the benefit of the doubt to actively scrutinising them. Smarter communication leaders have realised that content with proof and evidence, over anything performative, is much more valued by audiences.  

Our latest report analyses how top communications leaders are discussed by audiences online and reveals what actually earns trust and reputation in an age of scrutiny.

In the report, we unpack how:

  • Comms leaders' online presence is affected because of increased audience scrutiny
  • Operational leaders out-communicate CEOs and audiences read them as more authentic
  • Proof, people, and place are prioritised in comms leaders' posts — that in turn deepens trust the most
  • Isentia’s AI-built suite of tools can help uncover the right story for the comms leader of today

To access the full report, fill in the form below:

Discover our Lumina AI suite here.


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Blog
How can leaders communicate in an age of scrutiny?

This report analyses how comms leaders are constantly adapting their content online as a result of increased audience scrutiny – in order to earn trust and maintain reputation.

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There is a new frontier where public perception is shaped: Large Language Models. Right now, LLMs are answering critical questions about your organisation. What are they saying? And more importantly, which sources are shaping those answers?

To navigate this landscape, public relations professionals don't need generic tools, but rather technology that speaks their language, and addresses the realities of a changed media and informational landscape.

That is why we're unveiling Lumina AI View, the latest addition to our intelligent suite of AI tools from Isentia. Trained specifically on the workflows and challenges of modern PR & communications, Lumina AI View helps you understand exactly what AI knows about you, and how it learned it.

A new standard for AI visibility

AI View tracks your citation strength and source quality alongside those of your competitors, giving you a clear view of where you hold authority and where you have gaps.

Lumina AI View maps your AI reputation from the ground up, allowing you to:

  • See which sources matter: When tools such as ChatGPT or Gemini discuss your organisation, which outlets do they cite? Track your source footprint over time and view the impact of key target media on how you’re discussed. We measure your citation strength and source quality alongside those of competitors, giving you a clear view of where you have authority and where you have gaps.
  • Gain industry-specific insight: Your competitors get cited from Financial Times and Bloomberg. You get cited on Reddit. Each brings opportunity – and risk. Discover how you measure up against industry standards, and target the sources that actually influence how AI represents you.
  • Catch narrative shifts early: AI responses change when new sources appear, sentiment shifts, or old controversies resurface. Get alerts when citation patterns change suddenly, before they impact the way you’re perceived by stakeholders.

Measure your progress: From media monitoring to full media intelligence

Lumina AI View is built on the principle that insights get stronger with repeated measurement. To help you maintain a clear view of your reputation, our proprietary scoring system provides regular updates that show you:

  • Evolving trends in how sources cite your organisation
  • Competitive standing and benchmark metrics
  • Where models differ in information presented, and sources cited 

Whether you run it weekly, on-demand, or whenever you need a check-in, patterns will emerge, trends will become clear, and you will build a baseline that makes any sudden narrative changes both comprehensible and the prerequisite to action.

Lumina AI View is part of Lumina AI, a comprehensive suite of AI tools built specifically for communicators. Our Lumina suite evolves traditional media monitoring into narrative intelligence, enabling you to truly understand how perceptions form, evolve, and impact your reputation.


Get in touch to register your interest and see what Lumina AI View can do for you.

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Blog
Introducing Lumina AI View: AI Visibility Built for PR & Comms

Lumina AI View, the latest in Isentia’s AI suite, is trained on PR & comms workflows to help you understand what AI knows about you — and how it learned it.

Ready to get started?

Get in touch or request a demo.