The Internet can worlds for businesses and consumers are open, but also created a public relations nightmare for companies. Forums, review sites, blogs and anything that can publishable name of a company is in smear moments.
Think “Your hotel is very bad,” because the presentation of a client described a bad experience with a hotel chain? The hotels are run by humans. People make mistakes. It is, as you may receive the error, the process of making a difference in customer service. They try the hotel staff did not help the client overcome a bad situation, the client suggested that bloggers and blog about it.
If the hotel is at the top of his game, he would launch his crisis management (also known as reputation management), team up to its reputation as it can be saved. Its bad PR to overcome for a company and move forward, as for PG & E (California, Pacific Gas and Electric Company) is possible.
Another strategy is to use the Internet to monitor monitoring online articles about the activities of a company to prepare for negative publicity. Some go further and to monitor chat rooms, newsgroups and online discussion forums.
It’s like the history of the town gossip, the false stories about his people to spread. One day he felt terrible and went to Kaplan [come pastor, rabbi, priest or other meetings would be your choice] to apologize. The chaplain said: “I’ll forgive you, but first you need to do something.”
“Pick up a feather pillow, cut it open and scatter the feathers to the wind.” The man thought this was a strange request, but it was an easy task, and he did so willingly. When he returned to tell the chaplain that he had done it, “the chaplain said,” Now go to collect the feathers. Because you cannot repair the damage has done to the words you can remember the springs. ”
The same can happens to a company without a contingency plan. You can survive the crisis and prosper as PG & E has. Do not expect the WorldCom from its Enron-like confusion. Fraud is not excusable. And Martha Stewart? It has been a public relations strategist hired in an effort to control damage. Is it worth observing that the demand on your case and how the public relations firm to save its reputation. You know there is a remembrance of one of their products? Adds fuel to the fire, right?
