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Nagging doubts over crisis management

It's certainly the issue of the moment, not just in relation to the horse-meat case but more generally. The old response has to be expanded to include social media, but I'm not sure the Ryanair approach as described is particularly helpful. Being disrespectful to customers, even if it does fit the Ryanair 'brand', isn't good. Why would you create a fight with a potential market? The SM game can go both ways and a cheap shot just shows a lack of style. The second point is that the view of the audience are not necessarily important. Who are they?What do they stand for? If communications is down to satisfying the mob, we've failed. Just getting websitre hits or retweets isn't necessarily a measure of success.

Mon, 25 Feb 2013

9:41 pm