For example, in case of VW, they did almost everything right in handling the diesel gate crisis. But because they took some days in responding to this scandal, the issue of lost trust was aggravated. The issue of lost trust not only involves customers, but employees, dealers, government, and the public - all are affected. The main lesson is that companies should have a clear social media crisis management strategy that should be implemented as soon as they crisis is realized. For that to happen, a team closely monitoring activities with ready made scenarios and some action plan (in case they hit) should be in place.
Wednesday, April 13, 2016
Social Media and Crisis Management
In businesses, crisis is always on the cards especially for corporations and multinationals. The group assignment that my team and I selected was on crisis management of Volkswagen (VW) which I enjoyed a lot. The good thing about this assignment was that I could find a wide range of case studies from Nestle to KLM, where the companies handled the crisis in a diametrically different ways. How critical time factor is in responding to crisis is the bottom line factor in success and failure.
Subscribe to:
Posts (Atom)