Three Recent Crisis Management Case Studies That We Can Learn From

 

crisis management case study

Jul 29,  · Crisis management Magazine Article David N. James After nearly 30 years salvaging companies on the brink of disaster, this crisis manager has learned a few things you ought to know. Sep 04,  · A famous case study when it comes to crisis PR, Pepsi was involved in a strange backlash where a syringe was allegedly found in a drink in Washington. The following week there were over 50 reports of Diet Pepsi tampering, which all turned out to be a hoax. Negative press is not ideal - no matter what the truth is. The Starbucks incident: a crisis management case study By Rick Kelly Given the heightened sensitivity to racial bias issues these days, is it possible for even a socially responsible organization to manage its way through a racially charged crisis with Read More. CALL US: ()


3 Crisis Management Case Studies We Can Learn From


Purposeful Relationships Cultivating clear communication, asking meaningful questions and understanding your story. And the way a company communicates with stakeholders and the general public during a crisis can be pivotal in determining whether it bounces back stronger than ever or is irrevocably tarnished by its response to the situation.

In this post, we'll take a look at some of the best and worst examples of crisis communication and discover valuable lessons that these responses can impart. Seemingly not the most earth-shattering demonstration, but it was painting a negative picture for supermarkets that they were greedy. Baltimore-based sportswear brand, Under Armour, came under huge scrutiny following the Olympic games. Exclusively providing the US Speed Skating teams competition suits, none of their athletes medalled in the games — a stark contrast to when they won 4 medals at the Vancouver games.

S Speed skating team, vowing to recommit their efforts to the suit design. Things quickly took speed after the Telegraph decided to run with the story. Not a crisis as such, but JC Penney showed exactly how to deal with a situation like this — quickly and not taking yourself too seriously, crisis management case study. Texaco were in serious trouble after secret conversations recorded between executives revealed racist discrimination, causing six African-American employees to file a lawsuit.

The CEO for Texaco, Peter Biljar, issued a public apology and admitted embarrassment, suspending the executives involved and cutting their benefits. In an attempt to connect with its disgruntled employees, executives went on tour to apologise around the country. Cadbury were not quick out the blocks to deal with this one and they denied any chance of contamination happening in the manufacturing stage, clashing with the FDA and the media as a result.

Soon realising the scale of the issue, the company pulled all its advertising and ran an educational PR project for the media. Publications were kept up to date with the improvements to production and they even changed their packaging. One child died, 60 people were taken sick and 20 lawsuits were filled. Such was the gravity of the situation; CEO Stephen Williamson acted accordingly, promising to pay all medical costs.

The company spent the next few months focusing on relations, taking out full pages in newspapers for and explaining the situation for example. Pepsi Syringe Cans Rumours A famous case study when it comes to crisis PR, Pepsi was involved in a strange backlash where a syringe was allegedly found in a drink in Washington. The following week there were over 50 reports of Diet Pepsi tampering, which all turned out to be a hoax.

Negative press is not ideal - no matter what the truth is. Crisis management case study managed to work with the FDA, which was satisfied that the story was fabricated, staunchly denying any accusations. I'm flying crisis management case study Mojave immediately to be with the team. Crisis management case study one pilot and seriously injuring the other, it was a disaster for such an ambitious venture and looked like the dream may remain just that. Branson, to immediately fly over to the crash site in California where he crisis management case study his deepest condolences on the way and wrote a longer, crisis management case study, emotional blog later that evening.

Earlier this year, the story of a German Wings plane crashing into the French Alps was everywhere, particularly due to the double-edged sword of human tragedy that it prevailed. The event was not caused by corporate negligence, but a deliberate crash by pilot Andreas Lubitz, who was found out to have been suffering from depression.

CEO of Lufthansa, Carsten Sphor, was an immediate and compelling spokesperson, vowing to ensure pilots are fully checked in all aspects of health and delivered his sentiments to all families involved. Inseven people died in the Chicago area after taking extra-strength Tylenol capsules that were found to contain cyanide, prompting mass oppression to the brand. A strong response followed. Take a look at some of these and learn from their mistakes:.

A restaurant in Manchester sparked a lot of attention earlier this year after one of its employees took customer complaints into his own hands. As part of her Hen-do celebrations, Mellissa Grogan-Morgan and a party of 18, visited the 47 King West Street restaurant where they were split up into two tables and fresh starters were not made for the latecomers. More staff controversy, but this time in its worse form — a video that goes viral, very quickly.

In Apriltwo Dominoes employees uploaded a video to YouTube of themselves doing disgusting acts in the pizza preparation process. Over one million people had view the video, Twitter was ablaze with discussion and criticism. Smartphones are changing everything about our lives — crisis management case study, being constantly updated with what your friends are doing and even dating. Tinder has risen to prominence as the 1 app for millennials looking for a partner of any committal value.

Claiming that they are much more than an outlet for hooks ups, Tinder even bizarrely said that their users in North Korea are benefitting from being able to communicate with one another.

If Tinder were trying to sweep this under the carpet, allowing an employee to loose their cool on Twitter is defiantly not the way forward…unless it was all pre-planned? The unforgiving viral effect of the internet on a business struck again in when a waitress from a St, crisis management case study. Louis outlet posted an unusual receipt on the website Reddit. Illegal downloads, crisis management case study, decline of the high street and internal instability.

Incontinuing losses meant that several stores nationwide had to be closed as part of being put into administration — this meant crisis management case study of job losses as well. Mass execution, crisis management case study, of loyal employees who love the brand. Customers are always asking for more transparency and honesty when it comes to the brands they use, but perhaps this time it was too damaging. Wrestlemania 24 Firework Accident The world of wrestling is often inundated with critics stating that the fighting and injuries are faked, but this incident was very, very real.

Luckily, nobody was killed but over 45 people were injured and three people were sent to hospital. The incident was covered by news reports, footage amassed online and eyewitnesses and victims were giving interviews, crisis management case study.

A strange twist of events where retailers are the good guys for once and the events meant that cut-off points for Christmas deliveries were extended from couriers. A country run by a dictatorship that allows no defamation of its leader is not one to make fun of, crisis management case study, as Sony Pictures found out in embarrassing fashion.

Hackers released thousands of documents containing emails, some of which were exchanges about film stars. Back inits PlayStation Online network servers were brought down for several months, causing people to withdraw their custom from the company. This succession of embarrassing events was broadcast all over the world and it was hard for people to get behind Sony when it seemed to be so easily pushed around and bullied by the cyber-nerds.

You could be forgiven for thinking that some situations are unmanageable, as social media and devices means a bad event can soon snowball into negative PR. However, you can use this to your advantage and immediately quash any rumours or put a positive spin on it!

Journal A reputation is a delicate thing, which can take years to build up and mere moments to sully. Best Crisis Communications Under Armour U, crisis management case study.

Texaco Racial Discrimination Lawsuit Texaco were in serious trouble after secret conversations recorded between executives revealed racist discrimination, causing six African-American employees to file a lawsuit. Odwalla Foods' Apple Juice E. Pepsi Syringe Cans Rumours A famous case study when it comes to crisis PR, Pepsi was involved in a strange backlash where a syringe was allegedly found in a drink in Washington.

German Wings Disaster Earlier this year, the story of a German Wings plane crashing into the French Alps was everywhere, particularly due to the double-edged sword of human tragedy that it prevailed. A media spotlight was cast onto the airline and people demanded answers. Dominoes YouTube Scandal More staff controversy, but this time in its worse form — a video that goes viral, very quickly.

Wrestlemania 24 Firework Accident The world of wrestling is often inundated with critics stating that the fighting and injuries are faked, but this incident was very, very crisis management case study. Sony Pictures North Korea Hacking Scandal A country run by a dictatorship that allows no defamation of its leader is not one to make fun of, as Sony Pictures found out in embarrassing fashion.

Managing Any Crisis You could be forgiven for thinking that some situations are unmanageable, as social media and devices means a bad event can soon snowball into negative PR. Subscribe to get the latest news. Recent Posts.

 

Crisis PR – Top 10 Best and Worst

 

crisis management case study

 

Read Articles about Crisis Management - HBS Working Knowledge: The latest business management research and ideas from HBS faculty. Jul 29,  · Crisis management Magazine Article David N. James After nearly 30 years salvaging companies on the brink of disaster, this crisis manager has learned a few things you ought to know. Jun 09,  · Others made mistakes and lost clients, money, and even their reputation. But for us, there is a bright side. We can all learn from the mistakes of others and use the techniques of successful companies for ourselves. So, let’s take a look at three crisis management case studies and see what we can learn from them.