The recent rollout of the Cyber Security Levy, intended to bolster national defenses against cyber threats, has instead triggered a digital storm of public outrage. The Central Bank (CBN) and the Office of the National Security Adviser (ONSA), along with the presidency by association, have found themselves facing a wave of negative sentiment, a self-inflicted wound entirely avoidable through well-crafted communication.

Anatomy of a Public Relations Fumble:

Media reports point to several key missteps that fueled public discontent. First, the levy's introduction lacked transparency. The public was left largely in the dark regarding the levy's specific allocation and the justification for a 0.5% levy on all electronic transactions. This opacity fostered suspicion and distrust. Additionally, the timing of the levy's implementation, amidst economic hardship, was insensitive and poorly received. Citizens struggling with inflation viewed the levy as an additional burden.

A Missed Opportunity:

A proactive and transparent communication strategy could have mitigated the damage. Imagine a scenario where the government, well before implementation:

• Educated the public: Launched a campaign highlighting the escalating cyber threats facing Nigeria's financial sector and critical infrastructure. Explaining the potential costs of cyberattacks in relatable terms would have fostered a sense of urgency and a willingness to contribute.
• Shared the vision: Clearly outlined how the levy would be used, emphasizing its role in bolstering cybersecurity infrastructure and national security.
• Explored alternatives: Openly discussed alternative funding mechanisms, demonstrating a willingness to consider public concerns and find a balanced solution.

Crisis Averted? A Better Response:

Recognizing the public outcry, the government ultimately suspended the levy. However, the damage was done. A more effective crisis communication plan could have minimized the fallout. Here's what could have been:

• Acknowledge Public Concerns: A swift and sincere public statement acknowledging the public's concerns and outlining steps to address them would have demonstrated empathy and a commitment to listening.
• Open a Dialogue: Host town hall meetings and engage in open discussions with stakeholders, including financial institutions, businesses, and civil society organizations. This would have allowed for a more collaborative approach and fostered a sense of shared responsibility.
• Maintain Transparency: Provide regular updates on the situation and any revisions to the levy plan. Open communication fosters trust and prevents the spread of misinformation.

A Lesson Learned (Hopefully) – The High Cost of Poor Communication

The Cyber Security Levy debacle serves as a stark reminder of the high price governments pay for neglecting proper communication strategies. Public trust, once eroded, is hard-won. This incident also exposes the haphazard nature of crisis communication in the public sector. Moving forward, prioritizing clear, transparent, and timely communication from the outset is crucial to gain public support and avoid similar missteps in the future.

Let this be a lesson for all government and public sector institutions – effective communication is not optional nor just an expense; it's the investment in ensuring successful policy implementation.