Monday, December 17, 2007

Dealing with a crisis 2.0

The worst-case scenario happens.... something goes wrong and you're in the media (and possibly political) spotlight.

So, how does a modern company deal with the crisis in a decentralised media landscape? Here are some examples:

1. BP's Texas City refinery explosion
BP America make all the reports about the tragedy that killed 15 people in 2005 available online.
http://www.bp.com/genericarticle.do?categoryId=9005029&contentId=7015905
(but also doesn't waste time in promoting its charitable work following Hurricane Katrina
http://www.bp.com/genericarticle.do?categoryId=9005029&contentId=7010415 )

2. JetBlue CEO says sorry for a major customer services faux pas on YouTube:
http://www.youtube.com/watch?v=-r_PIg7EAUw
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