Now that 2019 is almost behind us, let’s look at a few crisis highlights.
Chronic Crisis: Boeing’s 737 MAX: Typically, a chronic crisis is created by missteps and ongoing challenges that can’t yet be resolved. Think BP during the Deepwater Horizon oil spill. Images of oil spewing into the Gulf of Mexico and cringe-worthy CEO interviews kept BP in the headlines. For Boeing, it hasn’t been able to shake the tragic crashes, real news about software problems, communications gaffes, images of grounded airplanes, angry families, airlines, and customers. Boeing needs careful planning and a thoughtful strategy to prepare for the long road to restoring customer confidence and reputation. This can’t begin until the 737 MAX is recertified and back in the air.
Food for Thought-Viral Videos: Since mostly everyone has a smart phone attached to their hand, viral videos are the norm. Some of this year’s most memorable videos were recorded in restaurants. Runner-up’s include:
- Numerous skirmishes and fights over the new chicken sandwich at Popeye’s.
- Employees playing baseball with pizza dough at Little Caesar’s.
The winner is Deep Fried Rat at Whataburger. A customer’s video with hilarious commentary was posted on his Facebook page and received almost 3 million views.
Customer-facing businesses are especially vulnerable to viral videos. Companies need innovative ways to communicate crisis awareness messages to their employees to prevent or at least mitigate a future event.
Reputation Recovery: Uber – Over the last few years, the words “Uber and crisis” were often in the same sentence. While it’s not fully fixed, Uber’s changed culture and communications practices have created a more transparent look and feel to the organization. Issues remain including a lower stock price, worker unrest and numerous lawsuits. Yet Uber remains in the conversations about the gig-economy, autonomous driving, and urban air travel. The company appears to be paying close attention to how they communicate to their target stakeholders.
We at CommCore wish you a happy holiday and crisis-free 2020.