Management of Communicative Crises: A Model Based on the Synergy of Artificial and Collective Intelligence

This paper proposes a model for the Cybernetic Management of Communicative Crises. Our approach is based on the premise that although communication processes can lead to crisis themselves, they can be counted on as a source and channel for managing crisis in themselves. Thus crisis aroused from communication processes can be handled by other communication processes. But the question is: How a system of Communication-Solved Crisis (CSC) can be established to manage a Communication-Originated Crisis (COC)? We suggest designing a self-organizing communication system that diagnoses the critical symptoms intelligently, then retrieves and applies the most appropriate solutions to every case of the current critical circumstances to the point that the crisis is eliminated. Such a cybernetic system of communicative crisis management is implemented in two phases; The first level: Artificial Intelligence which provides a reliable Expert System of accumulated experiences of previous crisis management; therefore the techniques of managing of every crisis in the future will be extracted from this expert system. Development of this level of cybernetic management of crisis is dependent on the advances in the fields of Neural Networks, Evolutionary Computing, and Fuzzy Logic. Second level: Collective Intelligence which signifies the priority of collective common sense which emerged in the final decision-making sessions for crisis management. We maintain the idea that this level of crisis management needs an absolute reliance on the Collective Intelligence that provides managers merely with the useful information, related to the context of the current crisis, information should be exploited in managing this crisis, and decision should be made.