No company or organization is immune from crisis. Regardless of size or industry, whether for-profit or nonprofit, any organization that faces the public and has an interest in the way it is perceived must be prepared for the crisis events with the potential to negatively impact the reputation of the organization, and, as a result, markets, profits, or other business or organizational goals.
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Uber Technologies Inc. has released the 13-page list of recommendations that resulted from a law firm’s investigation of the ride-hailing company’s troubled culture. While many of the suggestions are pretty standard for this type of report, an interesting theme emerges: the need for detailed policies and procedures that will both improve company culture and (hopefully) prevent the type of crises Uber has been experiencing.
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Normally we advise against press conferences for crises. “Pressers” can be chaotic and too hard to control. Better to issue a statement or give one-on-one interviews. So when we heard that comedian Kathy Griffin would use a press conference to address the uproar over her photo in which she held what appeared to be the bloody, severed head of President Donald Trump, we predicted disaster. And yet, while Griffin isn’t out of the woods by any means, her appearance was, overall, fairly successful. It’s worth exploring why.
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This past weekend, British Airways had an outage that affected computer systems at 170 airports, especially its hubs at Heathrow and Gatwick in London, canceling flights for 75,000 passengers. The company’s crisis communications were strange and haphazard. It wasn’t so much what the company said, but what little it said and how it decided to say even that.
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In apologizing for data breaches, companies could probably express more empathy for their stakeholders, the authors of a new study write. In less than a quarter (22.9 percent) of the apologies for data breaches did companies express empathy, the researchers find. That compares with 48.6 percent of the other crisis types examined. Showing a little empathy is an easy way to rebuild relationships, the authors say.
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Featured topics in ‘Chief Crisis Officer’ include selecting the right person to be your Chief Crisis Officer, building the crisis communications team and many others — including CrisisResponsePro!
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