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Crisis communications in the YouTube age By Julian Matthews, Trinetizen Media www.trinetizen.com Nov 19, 2008
Case study 1: Kryptonite Bike Lock Fiasco
The power of video blogs ,[object Object],[object Object],[object Object],[object Object]
Kryptonite Lock Fiasco
Kryptonite Lock Fiasco 2
Mainstream media picks up story
Source: Fortune
 
Ingersoll-Rand Endures Kryptonite's US$10 Million Hit   ,[object Object]
The Internet circa 1993
Internet in 2008
Blogs double every six months
Japanese and English, leading languages
Companies that blog  internally or externally
Dell laptop explodes  at Japanese conference ,[object Object],[object Object],[object Object],[object Object],[object Object]
 
 
Good news, get it out fast Bad news, get it out faster !
Dell to recall 4 million  laptop batteries ,[object Object],[object Object],[object Object],[object Object]
Sony delays response, problems deepen… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ThinkPad explodes in LAX airport ,   posting on Gizmodo.com, Sept 16 “ So we're waiting for a flight in the United lounge at LAX, this guy comes running the wrong way, pushing other passengers out of the way and quickly drops his laptop on the floor. The thing immediately flares up like a giant firework for about 15 seconds, then catches fire….”
Charred remains of IBM  notebook on terminal floor
Crisis Escalates, Spreads  Like Viral Fever
Sony finally responds… ,[object Object],AP, Oct 26, 2006: Sony's profit plunged 94 percent for the July-September quarter as a global battery recall and red ink in its video-game business hurt the Japanese electronics and entertainment company.  Sony Corp.'s group net profit for the fiscal second quarter totaled 1.7 billion yen (US$14 million; euro11 million), dwindling from 28.5 billion yen the same period the previous year, the Tokyo-based manufacturer said Thursday.   … but profit plunges 94 percent
Sony’s crisis post-mortem ,[object Object],[object Object],[object Object]
1.  Determines cause  – battery supplier, executes costly remedial action with safety in mind. 2. Liaises with authority:  Works with U.S. Consumer Product Safety Commission   to announce global recall of 4.1 million laptop batteries. 3. Used website:  Sets up recall website   for customers to check affected units. 4. Assures safety:  Guarantees replacement batteries are safe. Dell’s Response Post-mortem
Sony execs’ bow not deep enough? “ We want to put this behind us. I take this problem seriously and I want to finish the replacement program as quickly as possible for the sake of our users and corporate customers ,” Corporate Executive Officer Yutaka Nakagawa, Oct 24, 2006
 
Slippery slope of customer adulation
'Alien' substance caused Dell  notebook battery to ignite ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],Review: Managing a crisis  in the YouTube age
The power of social media  in Malaysia
The Internet train has left the station
Rise of broadband in Malaysia Note: Internet penetration est. 59%, about 14.9m, Source: Internetworldstats.com/MCMC
More mobile than fixed
The Old Media World
The New Media World Investors Customers Prospects Analysts Partners Employees Community Press MESSAGES Competitors
 
Consumer >> producer
Social Media in 21 st  century ,[object Object],Many ways to snack:  Blogs, podcasts, RSS, wikis, social networks, mobile networks, YouTube, Twitter.   Amplifies virally: Two-way, lean-forward media, searchable, archivable, infinite replay, timeshifting Growing influence:  24/7, places higher expectations on speed, transparency and accountability
NOW ,[object Object],Then ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Media Options
 
http://www.ideastorm.com
Dell sets up IR blog
Dell’s IR blog ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Link: http://dellshares.dell.com
CEOs are blogging Rick Wagoner, GM CEO http://fastlane.gmblogs.com/ Jonathan Schwartz, Sun http://blogs.sun.com/jonathan/
Bill Marriott http://www.blogs.marriott.com/ Richard Edelman http://www.edelman.com/speak_up/blog/
http://www.tengkuzafrul.com/
 
Why blog? ,[object Object],[object Object],[object Object],[object Object]
Tsunami: Dec 2004
Case study: Crisis blog ,[object Object],[object Object],[object Object]
 
 
 
Club receives award
Questions to consider: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 

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