Comments on: Lack Of Crisis Management Is A Crisis Unmanaged. http://belindaang.com/2009/04/lack-of-crisis-management-is-a-crisis-unmanaged/ Social & Marketing with an Asian perspective Thu, 15 Dec 2011 17:56:59 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Jean-Philippe DIEL http://belindaang.com/2009/04/lack-of-crisis-management-is-a-crisis-unmanaged/comment-page-1/#comment-344 Jean-Philippe DIEL Sat, 25 Apr 2009 06:43:15 +0000 http://belindaang.com/?p=109#comment-344 Very nicely written article about a very current issue. I think the key take out from the Domino incident is speed. Domino's CEO gave a heartfelt and honest response but only 48 hours later. To me the answers are : 1. Anticipation: engage regularly your consumers. The stronger your ambassadors are the less likely they are to believe this is a wide spread behavior. If your business uses social media all the time you will also be more equipped to handle a crisis. 2. Preparation: Have a communication plateform ready and setup a clear process within your organisation on who can answer and what - have a clear responsibility structure. Issues like the Domino one are global issues. Local must link up when something is detected and the direction must be given by HQ. 3. Remain alert: Think about Pentagon's DEFCON monitoring. Your PR agency must be equipped to handle digital monitoring. Key word searches and tracking of Social media plateforms like twitter, Youtube must be an ongoing thing. Google alert is a good tool, twazzup, or tweet grid and many others can help. I am not aware of all the solutions but I have read recently that there are some more sophisticated search monitoring tools out there, for example checkout http://www.radian6.com Finally keep in mind that truth and honesty works a million / although your PR agency might recommend a better version of the truth, remember that nowadays everything is very much out there for everyone to read, doublecheck and question. Thanks, Jean-Philippe Very nicely written article about a very current issue.

I think the key take out from the Domino incident is speed.
Domino’s CEO gave a heartfelt and honest response but only 48 hours later.

To me the answers are :

1. Anticipation: engage regularly your consumers. The stronger your ambassadors are the less likely they are to believe this is a wide spread behavior. If your business uses social media all the time you will also be more equipped to handle a crisis.

2. Preparation: Have a communication plateform ready and setup a clear process within your organisation on who can answer and what – have a clear responsibility structure. Issues like the Domino one are global issues. Local must link up when something is detected and the direction must be given by HQ.

3. Remain alert: Think about Pentagon’s DEFCON monitoring. Your PR agency must be equipped to handle digital monitoring. Key word searches and tracking of Social media plateforms like twitter, Youtube must be an ongoing thing. Google alert is a good tool, twazzup, or tweet grid and many others can help. I am not aware of all the solutions but I have read recently that there are some more sophisticated search monitoring tools out there, for example checkout http://www.radian6.com

Finally keep in mind that truth and honesty works a million / although your PR agency might recommend a better version of the truth, remember that nowadays everything is very much out there for everyone to read, doublecheck and question.

Thanks,

Jean-Philippe

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