Crisis management

Crisis Management

The Internet may have opened worlds for businesses and consumers, but it has also created a public relations nightmare for businesses. Forums, opinion Web sites, blogs, and anything that is publishable can smear a company's name in moments.

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The Internet may have opened worlds for businesses and consumers, but it has also created a public relations nightmare for businesses. Forums, opinion Web sites, blogs, and anything that is publishable can smear a company's name in moments.

Remember, "Yours Is a Very Bad Hotel" presentation that described one customer's bad experience with a hotel chain? Hotels are run by humans. Humans make mistakes. It's how you handle the mistakes that can make the difference in customer service. Since the hotel's employees didn't try to help the customer overcome a bad situation, the customer lashed back and bloggers blogged it.

If the hotel is on top of its game, it would unleash its crisis management (also known as reputation management) team to salvage its reputation while it can. It's possible for a company to overcome bad PR and come out ahead as in the case of PG&E (California's Pacific Gas and Electric company).

Another strategy is to use int

 

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