ToweryLucio475
The Web may possibly have opened worlds for organizations and customers, but it has also created a public relations nightmare for corporations. Forums, opinion Net sites, blogs, and something that is publishable can smear a company's name in moments.
Don't forget, "Yours Is a Extremely Poor Hotel" presentation that described one customer's negative knowledge with a hotel chain? Hotels are run by humans. Humans make errors. It really is how you manage the mistakes that can make the distinction in consumer service. Given that the hotel's workers did not try to help the buyer overcome a undesirable situation, the client lashed back and bloggers blogged it.
If the hotel is on top of its game, it would unleash its crisis management (also identified as reputation management) group to salvage its reputation whilst it can. It's attainable for a company to overcome bad PR and come out ahead as in the case of PG&E (California's Pacific Gas and Electric company).
An additional method is to use Web monitoring to monitor online articles concerning a company's activities to prepare for negative publicity. Some go further and monitor chat rooms, newsgroups, and on the web discussion forums.
It's like the story of the town gossip who spread false stories about its individuals. A single day, he felt terrible and went to the chaplain [Rabbi, pastor, priest, or other &mdash take your choose] to ask for forgiveness. The chaplain mentioned,"I will forgive you, but you must do a thing very first."
"Take a feather pillow, reduce it open, and scatter the feathers to the winds." The man thought this was a strange request, but it was a easy enough task, and he did it gladly. When he returned to inform the chaplain that he had accomplished it, the chaplain said, "Now, go and collect the feathers. Since you can no a lot more make amends for the harm your words have completed than you can recollect the feathers."
The same can happen to a organization without having a crisis management plan in location. It really is feasible to survive the crisis and thrive as PG&E did. Don't expect Worldcom to pull out of its Enron-like mess. Fraud is not excusable. And Martha Stewart? She has hired a public relations strategist firm in an work to do harm handle. It'll be worth watching to see what takes place in her situation and how the PR firm attempts to save her reputation. Did you know there is a recall on one particular of her products? Adds fuel to the fire, doesn't it? consumers
