Rarely do we have a chance to pull back the covers and see a culture with some serious dysfunction that still accomplishes amazing work on a global scale in spite of it all.
What makes this story so compelling is the social media aspect of both the crisis itself and the strategy for managing the crisis. Public relations practitioners and other communication executives are struggling to craft messages and maintain control of the flow of messages within this dynamic landscape.
Nowhere is this dynamic between organizations and their publics more apparent than on video sharing sites, such as YouTube, that encourage citizens and bloggers to be the co-producers of messages. This can have enormous positive or negative impacts for organizations involved in crisis management, including but not limited to the inability of boundary spanners to monitor the vastness of this space; malicious users who might create a crisis; and the leveraging capabilities of this platform to enhance a brand during a crisis.
Bob Garfielda writer for Ad Age Blogs, recounts in an online article how this incident began. The duo created five videos in total, one of which showed an individual sticking mozzarella cheese up his nose and then blowing the cheese on a sandwich, among other unsanitary and stomach-turning activities.
An estimated 1 million people viewed these videos before they were pulled two days later. During the first 24 hours, Tim McIntyre, Vice President of Corporate Communications, surveyed the situation and determined that the videos were not a hoax. McIntyre collaborated with the consumer watchdog organization GoodAsYou.
Page and from an academic perspective as the framework for analysis. Research The Arthur W. Page Society is a professional organization for executives in the public relations and communication industries.
These principles are similar to the 10 best crisis communication practices Seeger generated, based on the work of communication scholars and expert practitioners: Given the nature of crises, these practices will unfold and evolve differently within each situation.
Taking a situational approach to crisis communication, Coombs offers the Situational Crisis Communication Theory as an explanation for how organizations select a crisis response strategy.
Essentially, a crisis triggers attributions of responsibility to the organization from stakeholders, along three dimensions: Based on stakeholder attributions, an organization will respond communicatively by cycling through a four step process: Ideally, the strategy chosen will be aligned with the best practices and principles articulated above and will follow the four step process.
Strategies and Execution This first Page principle—Tell the truth—begs a series of questions about whose truth needs to be told and about what in particular. In crisis situations, multiple truths or social constructions of the event s are vying for attention simultaneously: That they do not represent this brand.
Unfortunately, a consequence of following the principles and best practices was that a 24 hour lag occurred. A second challenge in telling the truth in the digital age hinges on additional questions Roberts, Where in cyber and virtual spaces does an organization tell the truth and with what social medium or platform?A Case Study: The Rocky Path of a Teenager's Assault, from Incident Through Trial & Beyond Liana Hill, Kelvin Minton This case study of the assault of a year-old girl by her boss at a pizza parlor will take attendees from the time of the initial report through her examination, advocacy, and trial.
Crisis Communication: Case Studies and Lessons Learned from International Disasters [Kjell Brataas] on regardbouddhiste.com *FREE* shipping on qualifying offers. Crisis Communication is an in-depth examination of recent tragedies and natural disasters that have occurred around the globe. The book covers three types of incidents: natural .
What follows in this case study is an analysis of Domino’s crisis communication strategies, using a blend of best practices for crisis management from the principles of public relations management crafted by Arthur W. Page and from an academic perspective as the framework for analysis.
Crisis Communication: Case Studies and Lessons Learned from International Disasters [Kjell Brataas] on regardbouddhiste.com *FREE* shipping on qualifying offers. Crisis Communication is an in-depth examination of recent tragedies and natural disasters that have occurred around the globe.
The book covers three types of incidents: natural catastrophesReviews: 1.
The result: A go-to case study in MBA classes worldwide, Tylenol's response to the tragic Chicago murders is regarded as one of the most successful sequences of crisis management in history. S.N. Case Title: 1: Mobile Value Added Services (MVAS Mobile): The Next Big Avenue for Mobile Operators?
2: Tech Mahindra Acquiring Majority Stakes in Satyam Computer Services Ltd., for Value Creation Out of Dump.