Spinning a pr crisis

Via marketoonist.com   Article

“The Samsung Galaxy Note 7 debacle is a master class in how not to handle a crisis. Much will be investigated in the months ahead. But what I find particularly interesting is how Samsung communicated what was happening at each stage of the crisis.

This weekend, the US DOT banned the Galaxy Note 7 on all US flights, categorizing the phones as ‘forbidden hazardous material.’ It doesn’t get much clearer than that. Yet, just a few days earlier, Samsung portrayed the situation as ‘temporarily adjusting the production schedule to ensure quality and safety matters.’

The gap between ‘forbidden hazardous material’ and ‘temporarily adjusting the production schedule’ is a massive chasm. A few weeks earlier, Samsung similarly described a ‘global product recall’ as an ‘exchange program.’

Many companies treat crisis management as crisis minimization. Their approach is to make the problem seem as small as possible in hopes that it will all go away quicker.”

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: